The SLA Lesson: software bug blues
I have been hugely busy in the past weeks with several projects, so the blogging got stuck... I will try to avoid this in the future. Now back to my latest experience Part of every Information Security Management System is the incident management process. It is as process in which the company identifies a problem which is occurring or has occurred, and performs steps to contain it, minimize the impact, identify the root cause and take measures to prevent the incident from recurring. The incident in question is a dreaded application blocking - a company of 1000 employees uses a custom made fully integrated CRM/ERP system, which exhibited complete or partial non-responsiveness of several minutes for a period of nearly two hours. This situation was identified at several departments, while the rest of the company is functioning as usual. As soon as the call came in, the incident response team was formed and the problem was analyzed. After 15 minutes, the problem was identified. Accou