[Cialug] FOSS Incident tracking

[David Champion]

Tree falling = event. Tree falling on something important = incident.
Nobody noticed the incident = problem.

-dc

On Sun, Nov 20, 2011 at 9:11 PM, Todd Walton <tdwalton at gmail.com> wrote:

> On Thu, Nov 17, 2011 at 4:36 PM, Josh More <jmore at starmind.org> wrote:
> > Huh.  In my world, we call those "events".
> >
> > An "incident" is,  by definition, an event that has been analyzed and
> > determined to have a security concern.
>
> The difference between your definitions and the regular help desk
> definitions are not as great as they seem.  In help desk land, an
> event is just something that happened, no matter its significance.  An
> "incident" is when something has happened that matters, i.e. when it
> is a failure of the system to provide what it was intended to provide.
>  So, disk space getting down to 20% free might be an event, but if it
> doesn't cause anyone a problem then it's not an incident.  But if
> someone tries to access a web service and gets an error, then it's an
> incident, because it resulted in a failure of the intended operation.
> Tree falling = event.  Someone hears it = incident.
>
> That's almost like what it is in the security world, as I understand
> it.  In help desk land it's the customer who matters.  The customer's
> experience is what determines the difference between an incident and
> an event.  In the security world, it's someone else setting the terms.
>  The security officer or someone like that.  They care about different
> things.  From their perspective, it doesn't matter if documents were
> lost, unless those documents contained secret information and the
> information may have been consumed by someone not authorized to do so.
>
> In both cases, an incident is a violation of the standard.  The help
> desk version is just a little more open and subjective.
>
> --
> Todd
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