Case study: a busy morning on the service desk

Skills you'll practise

• Prioritize a mixed queue by impact, urgency and security.
• Read a sign-in log to confirm a compromise.
• Choose containment steps in a safe order.
• Spot weak ticket notes and fix them.

Course outline

1. 1.Case study: a busy morning on the service deskVideo · 3 min
2. 2.How to work a case studyLesson · 8 min
3. 3.Case study: the Friday afternoon queueLesson · 8 min
4. 4.Case study: one user, three problemsLesson · 8 min
5. 5.Case study: a busy morning on the service desk: knowledge checkKnowledge check · 14 questions
6. 6.Sign-in prompts in the middle of the nightScenario
7. 7.Final exam5 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• ITIL 4 Foundation: incident management (overview)
• NIST SP 800-61 Rev. 2 Computer Security Incident Handling Guide