Special Publication 800-61 

Computer Security 

Incident Handling Guide 

Recommendations of the National Institute 

of Standards and Technology 

Tim Grance

Karen Kent 

Brian Kim 

Computer Security Incident Handling 

Guide 

Recommendations of the National 

Institute of Standards and Technology 

Tim Grance, Karen Kent, Brian Kim 

NIST Special Publication 800-61

C O M P U T E R S E C U R I T Y

Computer Security Division 

Information Technology Laboratory

National Institute of Standards and Technology 

Gaithersburg, MD 20899-8930 

January 2004

U.S. Department of Commerce

Donald L. Evans, Secretary 

Technology Administration 

Phillip J. Bond, Under Secretary for Technology

National Institute of Standards and Technology

Arden L. Bement, Jr., Director 
COMPUTER SECURITY INCIDENT HANDLING GUIDE

Reports on Computer Systems Technology

The Information Technology Laboratory (ITL) at the National Institute of Standards and Technology 

(NIST) promotes the U.S. economy and public welfare by providing technical leadership for the nation’s 

measurement and standards infrastructure. ITL develops tests, test methods, reference data, proof of 

concept implementations, and technical analysis to advance the development and productive use of 

information technology. ITL’s responsibilities include the development of technical, physical, 

administrative, and management standards and guidelines for the cost-effective security and privacy of 

sensitive unclassified information in Federal computer systems. This Special Publication 800-series 

reports on ITL’s research, guidance, and outreach efforts in computer security and its collaborative 

activities with industry, government, and academic organizations. 

Certain commercial entities, equipment, or materials may be identified in this 

document in order to describe an experimental procedure or concept adequately. 

Such identification is not intended to imply recommendation or endorsement by the 

National Institute of Standards and Technology, nor is it intended to imply that the 

entities, materials, or equipment are necessarily the best available for the purpose. 

National Institute of Standards and Technology Special Publication 800-61

Natl. Inst. Stand. Technol. Spec. Publ. 800-61, 148 pages (January 2004)

U.S. GOVERNMENT PRINTING OFFICE 

WASHINGTON: 2004

For sale by the Superintendent of Documents, U.S. Government Printing Office 

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COMPUTER SECURITY INCIDENT HANDLING GUIDE

Acknowledgements 

The authors, Tim Grance of the National Institute of Standards and Technology (NIST) and Karen Kent 

and Brian Kim of Booz Allen Hamilton, wish to thank their colleagues who reviewed drafts of this 

document and contributed to its technical content. The authors would like to acknowledge Rick Ayers, 

Chad Bloomquist, Vincent Hu, Peter Mell, Scott Rose, Murugiah Souppaya, Gary Stoneburner, and John

Wack of NIST and Debra Banning, Pete Coleman, Alexis Feringa, Tracee Glass, Kevin Kuhlkin, Bryan 

Laird, Chris Manteuffel, Ron Ritchey, and Marc Stevens of Booz Allen Hamilton for their keen and 

insightful assistance throughout the development of the document, as well as Ron Banerjee and Gene 

Schultz for their work on a preliminary draft of the document. The authors would also like to express 

their thanks to security experts Tom Baxter (NASA), Mark Bruhn (Indiana University), Brian Carrier 

(CERIAS, Purdue University), Eoghan Casey, Johnny Davis, Jr. (Department of Veterans Affairs), Dean 

Farrington (Wells Fargo Bank), John Hale (University of Tulsa), Georgia Killcrece (CERT®/CC), Barbara 

Laswell (CERT®/CC), Pascal Meunier (CERIAS, Purdue University), Todd O’Boyle (MITRE), Marc 

Rogers (CERIAS, Purdue University), Steve Romig (Ohio State University), Robin Ruefle (CERT®/CC), 

Gene Schultz (Lawrence Berkeley National Laboratory), Michael Smith (FedCIRC), Holt Sorenson, 

Eugene Spafford (CERIAS, Purdue University), Ken van Wyk, and Mark Zajicek (CERT®/CC), as well 

as representatives of the Department of the Treasury, for their particularly valuable comments and 

suggestions. 
COMPUTER SECURITY INCIDENT HANDLING GUIDE

Table of Contents

Executive Summary..............................................................................................................ES-1

1. Introduction ......................................................................................................................1-1

1.1 Authority...................................................................................................................1-1

1.2 Purpose and Scope .................................................................................................1-1

1.3 Audience..................................................................................................................1-1

1.4 Document Structure .................................................................................................1-1

2. Organizing A Computer Security Incident Response Capability ................................2-1

2.1 Events and Incidents................................................................................................2-1

2.2 Need for Incident Response ....................................................................................2-2

2.3 Incident Response Policy and Procedure Creation .................................................2-3

2.3.1 Policy and Procedure Elements ...................................................................2-3

2.3.2 Sharing Information With Outside Parties ....................................................2-4

2.4 Incident Response Team Structure .........................................................................2-8

2.4.1 Team Models................................................................................................2-8

2.4.2 Team Model Selection..................................................................................2-9

2.4.3 Incident Response Personnel ....................................................................2-11

2.4.4 Dependencies Within Organizations ..........................................................2-13

2.5 Incident Response Team Services ........................................................................2-14

2.6 Recommendations .................................................................................................2-15

3. Handling an Incident........................................................................................................3-1

3.1 Preparation ..............................................................................................................3-1

3.1.1 Preparing to Handle Incidents ......................................................................3-1

3.1.2 Preventing Incidents.....................................................................................3-3

3.2 Detection and Analysis ............................................................................................3-5

3.2.1 Incident Categories ......................................................................................3-5

3.2.2 Signs of an Incident......................................................................................3-6

3.2.3 Sources of Precursors and Indications.........................................................3-7

3.2.4 Incident Analysis ..........................................................................................3-9

3.2.5 Incident Documentation..............................................................................3-13

3.2.6 Incident Prioritization ..................................................................................3-14

3.2.7 Incident Notification ....................................................................................3-16

3.3 Containment, Eradication, and Recovery ..............................................................3-17

3.3.1 Choosing a Containment Strategy .............................................................3-17

3.3.2 Evidence Gathering and Handling..............................................................3-18

3.3.3 Identifying the Attacker...............................................................................3-20

3.3.4 Eradication and Recovery ..........................................................................3-21

3.4 Post-Incident Activity..............................................................................................3-22

3.4.1 Lessons Learned........................................................................................3-22

3.4.2 Using Collected Incident Data ....................................................................3-23

3.4.3 Evidence Retention ....................................................................................3-25

3.5 Incident Handling Checklist....................................................................................3-25

3.6 Recommendations .................................................................................................3-27

4. Handling Denial of Service Incidents .............................................................................4-1

4.1 Incident Definition and Examples.............................................................................4-1
COMPUTER SECURITY INCIDENT HANDLING GUIDE

4.1.1 Reflector Attacks ..........................................................................................4-1

4.1.2 Amplifier Attacks...........................................................................................4-2

4.1.3 Distributed Denial of Service Attacks ...........................................................4-3

4.1.4 Synfloods......................................................................................................4-4

4.2 Preparation ..............................................................................................................4-5

4.2.1 Incident Handling Preparation ......................................................................4-5

4.2.2 Incident Prevention.......................................................................................4-6

4.3 Detection and Analysis ............................................................................................4-7

4.4 Containment, Eradication, and Recovery ................................................................4-9

4.4.1 Choosing a Containment Strategy ...............................................................4-9

4.4.2 Evidence Gathering and Handling..............................................................4-10

4.5 Checklist for Handling Denial of Service Incidents ................................................4-11

4.6 Recommendations .................................................................................................4-12

5. Handling Malicious Code Incidents................................................................................5-1

5.1 Incident Definition and Examples.............................................................................5-1

5.1.1 Viruses .........................................................................................................5-1

5.1.2 Trojan Horses...............................................................................................5-2

5.1.3 Worms ..........................................................................................................5-2

5.1.4 Mobile Code .................................................................................................5-3

5.1.5 Blended Attack .............................................................................................5-3

5.2 Preparation ..............................................................................................................5-3

5.2.1 Incident Handling Preparation ......................................................................5-3

5.2.2 Incident Prevention.......................................................................................5-4

5.3 Detection and Analysis ............................................................................................5-5

5.4 Containment, Eradication, and Recovery ................................................................5-7

5.4.1 Choosing a Containment Strategy ...............................................................5-7

5.4.2 Evidence Gathering and Handling................................................................5-9

5.4.3 Eradication and Recovery ............................................................................5-9

5.5 Checklist for Handling Malicious Code Incidents .....................................................5-9

5.6 Recommendations .................................................................................................5-10

6. Handling Unauthorized Access Incidents .....................................................................6-1

6.1 Incident Definition and Examples.............................................................................6-1

6.2 Preparation ..............................................................................................................6-1

6.2.1 Incident Handling Preparation ......................................................................6-1

6.2.2 Incident Prevention.......................................................................................6-2

6.3 Detection and Analysis ............................................................................................6-3

6.4 Containment, Eradication, and Recovery ................................................................6-5

6.4.1 Choosing a Containment Strategy ...............................................................6-5

6.4.2 Evidence Gathering and Handling................................................................6-6

6.4.3 Eradication and Recovery ............................................................................6-7

6.5 Checklist for Handling Unauthorized Access Incidents............................................6-7

6.6 Recommendations ...................................................................................................6-8

7. Handling Inappropriate Usage Incidents .......................................................................7-1

7.1 Incident Definition and Examples.............................................................................7-1

7.2 Preparation ..............................................................................................................7-1

7.2.1 Incident Handling Preparation ......................................................................7-1

7.2.2 Incident Prevention.......................................................................................7-2

7.3 Detection and Analysis ............................................................................................7-3
COMPUTER SECURITY INCIDENT HANDLING GUIDE

7.4 Containment, Eradication, and Recovery ................................................................7-5

7.5 Checklist for Handling Inappropriate Usage Incidents .............................................7-5

7.6 Recommendations ...................................................................................................7-5

8. Handling Multiple Component Incidents .......................................................................8-1

8.1 Incident Definition and Examples.............................................................................8-1

8.2 Preparation, Detection, and Analysis.......................................................................8-1

8.3 Containment, Eradication, and Recovery ................................................................8-2

8.4 Checklist for Handling Multiple Component Incidents..............................................8-2

8.5 Recommendations ...................................................................................................8-3

List of Appendices 

Appendix A— Recommendations ......................................................................................... A-1

A.1 Organizing a Computer Security Incident Response Capability ............................. A-1

A.2 Preparation ............................................................................................................. A-2

A.3 Detection and Analysis ........................................................................................... A-5

A.4 Containment, Eradication, and Recovery ............................................................... A-6

A.5 Post-Incident Activity............................................................................................... A-7

Appendix B— Incident Handling Scenarios ......................................................................... B-1

B.1 Scenario Questions................................................................................................. B-1

B.2 Scenarios ................................................................................................................ B-2

Appendix C— Incident-Related Data Fields ......................................................................... C-1

C.1 Basic Data Fields .................................................................................................... C-1

C.2 Incident Handler Data Fields................................................................................... C-2

Appendix D— Glossary .......................................................................................................... D-1

Appendix E— Acronyms ........................................................................................................ E-1

Appendix F— Print Resources .............................................................................................. F-1

Appendix G— Online Tools And Resources ........................................................................G-1

Appendix H— Frequently Asked Questions......................................................................... H-1

Appendix I— Crisis Handling Steps........................................................................................I-1

Appendix J— Index..................................................................................................................J-1
COMPUTER SECURITY INCIDENT HANDLING GUIDE

List of Figures 

Figure 2-1. Incident-Related Communications With Outside Parties........................................2-4

Figure 3-1. Incident Response Life Cycle .................................................................................3-1

Figure 3-2. Incident Response Life Cycle (Detection and Analysis).........................................3-5

Figure 3-3. Incident Response Life Cycle (Containment, Eradication, and Recovery) ...........3-17

Figure 3-4. Incident Response Life Cycle (Post-Incident Activity) ..........................................3-22

Figure 4-1. Reflector Attack Using a DNS Server.....................................................................4-2

Figure 4-2. Amplifier Attack.......................................................................................................4-3

Figure 4-3. Distributed Denial of Service Attack .......................................................................4-4

Figure 4-4. Synflood Attack.......................................................................................................4-5

Figure 8-1. Example of a Multiple Component Incident ............................................................8-1

List of Tables 

Table 3-1. Tools and Resources for Incident Handlers.............................................................3-2

Table 3-2. Common Sources of Precursors and Indications ....................................................3-7

Table 3-3. Excerpt of a Sample Diagnosis Matrix...................................................................3-13

Table 3-4. Sample Incident Response SLA Matrix .................................................................3-15

Table 3-5. Initial Incident Handling Checklist ..........................................................................3-26

Table 3-6. Generic Incident Handling Checklist for Uncategorized Incidents .........................3-26

Table 4-1. Denial of Service Precursors ...................................................................................4-8

Table 4-2. Denial of Service Indications ...................................................................................4-8

Table 4-3. Denial of Service Incident Handling Checklist .......................................................4-11

Table 5-1. Malicious Code Precursors......................................................................................5-6

Table 5-2. Malicious Code Indications ......................................................................................5-6

Table 5-3. Malicious Code Incident Handling Checklist............................................................5-9

Table 6-1. Actions to Prevent Unauthorized Access Incidents .................................................6-2

Table 6-2. Unauthorized Access Precursors ............................................................................6-3

Table 6-3. Unauthorized Access Indications.............................................................................6-4

Table 6-4. Unauthorized Access Incident Handling Checklist ..................................................6-7

Table 7-1. Inappropriate Usage Indications ..............................................................................7-3

Table 7-2. Sample Service Level Agreement for Inappropriate Usage Incidents .....................7-4

Table 7-3. Inappropriate Usage Incident Handling Checklist....................................................7-5

Table 8-1. Multiple Component Incident Handling Checklist ....................................................8-3

COMPUTER SECURITY INCIDENT HANDLING GUIDE

Executive Summary

Computer security incident response has become an important component of information technology (IT) 

programs. Security-related threats have become not only more numerous and diverse but also more 

damaging and disruptive. New types of security-related incidents emerge frequently. Preventative 

activities based on the results of risk assessments can lower the number of incidents, but not all incidents 

can be prevented. An incident response capability is therefore necessary for rapidly detecting incidents, 

minimizing loss and destruction, mitigating the weaknesses that were exploited, and restoring computing 

services. To that end, this publication provides guidelines for incident handling, particularly for 

analyzing incident-related data and determining the appropriate response to each incident. The guidelines 

can be followed independently of particular hardware platforms, operating systems, protocols, or 

applications. 

Because performing incident response effectively is a complex undertaking, establishing a successful 

incident response capability requires substantial planning and resources. Continually monitoring threats 

through intrusion detection systems (IDSs) and other mechanisms is essential. Establishing clear 

procedures for assessing the current and potential business impact of incidents is critical, as is 

implementing effective methods of collecting, analyzing, and reporting data. Building relationships and 

establishing suitable means of communication with other internal groups (e.g., human resources, legal) 

and with external groups (e.g., other incident response teams, law enforcement) are also vital. 

This publication seeks to help both established and newly formed incident response teams. This 

document assists organizations in establishing computer security incident response capabilities and 

handling incidents efficiently and effectively. More specifically, this document discusses the following 

items: 

+ Organizing a computer security incident response capability

– Establishing incident response policies and procedures

– Structuring an incident response team, including outsourcing considerations 

– Recognizing which additional personnel may be called on to participate in incident response. 

+ Handling incidents from initial preparation through the post-incident lessons learned phase 

+ Handling specific types of incidents 

– Denial of Service (DoS)—an attack that prevents or impairs the authorized use of networks, 

systems, or applications by exhausting resources 

– Malicious Code—a virus, worm, Trojan horse, or other code-based malicious entity that 

infects a host 

– Unauthorized Access—a person gains logical or physical access without permission to a 

network, system, application, data, or other resource 

– Inappropriate Usage—a person violates acceptable computing use policies 

– Multiple Component—a single incident that encompasses two or more incidents; for 

example, a malicious code infection leads to unauthorized access to a host, which is then used 

to gain unauthorized access to additional hosts. 

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COMPUTER SECURITY INCIDENT HANDLING GUIDE

Implementing the following requirements and recommendations should facilitate efficient and effective 

incident response for Federal departments and agencies. 

Organizations must create, provision, and operate a formal incident response capability. Federal 

law requires Federal agencies to report incidents to the Federal Computer Incident Response 

Center (FedCIRC) office within the Department of Homeland Security. 

The Federal Information Security Management Act (FISMA) of 2002 requires Federal agencies to 

establish incident response capabilities. Each Federal civilian agency must designate a primary and 

secondary point of contact (POC) with FedCIRC, report all incidents, and internally document corrective 

actions and their impact. Each agency is responsible for determining specific ways in which these 

requirements are to be fulfilled. 

Establishing an incident response capability should include the following actions: 

+ Creating an incident response policy

+ Developing procedures for performing incident handling and reporting, based on the incident 

response policy

+ Setting guidelines for communicating with outside parties regarding incidents 

+ Selecting a team structure and staffing model 

+ Establishing relationships between the incident response team and other groups, both internal 

(e.g., legal department) and external (e.g., law enforcement agencies) 

+ Determining what services the incident response team should provide 

+ Staffing and training the incident response team. 

Organizations should reduce the frequency of incidents by effectively securing networks, systems,

and applications. 

Preventing problems is normally less costly and more effective than reacting to them after they occur. 

Thus, incident prevention is an important complement to an incident response capability. If security 

controls are insufficient, high volumes of incidents may occur, overwhelming the resources and capacity

for response, which would result in delayed or incomplete recovery and possibly more extensive damage 

and longer periods of service and data unavailability. Incident handling can be performed more 

effectively if organizations complement their incident response capability with adequate resources to 

actively maintain the security of networks, systems, and applications, freeing the incident response team

to focus on handling serious incidents. 

Organizations should document their guidelines for interactions with other organizations regarding 

incidents. 

During incident handling, the organization may need to communicate with outside parties, including other 

incident response teams, law enforcement, the media, vendors, and external victims. Because such 

communications often need to occur quickly, organizations should predetermine communication 

guidelines so that only the appropriate information is shared with the right parties. If sensitive 

information is released inappropriately, it can lead to greater disruption and financial loss than the 

incident itself. Creating and maintaining a list of internal and external POCs, along with backups for each 

contact, should assist in making communications among parties easier and faster.

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COMPUTER SECURITY INCIDENT HANDLING GUIDE

Organizations should emphasize the importance of incident detection and analysis throughout the 

organization. 

In an organization, thousands or millions of possible signs of incidents may occur each day, recorded 

mainly by logging and computer security software. Automation is needed to perform an initial analysis of 

the data and select events of interest for human review. Event correlation software and centralized 

logging can be of great value in automating the analysis process. However, the effectiveness of the 

process depends on the quality of the data that goes into it. Organizations should establish logging 

standards and procedures to ensure that adequate information is collected by logs and security software 

and that the data is reviewed regularly. 

Organizations should create written guidelines for prioritizing incidents. 

Prioritizing the handling of individual incidents is a critical decision point in the incident response 

process. Incidents should be prioritized based on the following: 

+ Criticality of the affected resources (e.g., public Web server, user workstation) 

+ Current and potential technical effect of the incident (e.g., root compromise, data destruction). 

Combining the criticality of the affected resources and the current and potential technical effect of the 

incident determines the business impact of the incident—for example, data destruction on a user 

workstation might result in a minor loss of productivity, whereas root compromise of a public Web server 

might result in a major loss of revenue, productivity, access to services, and reputation, as well as the 

release of confidential data (e.g., credit card numbers, Social Security numbers). 

Incident handlers may be under great stress during incidents, so it is important to make the prioritization 

process clear. Organizations should decide how the incident response team should react under various 

circumstances, and then create a Service Level Agreement (SLA) that documents the appropriate actions 

and maximum response times. This documentation is particularly valuable for organizations that 

outsource components of their incident response programs. Documenting the guidelines should facilitate 

faster and more consistent decision-making. 

Organizations should use the lessons learned process to gain value from incidents. 

After a major incident has been handled, the organization should hold a lessons learned meeting to review 

how effective the incident handling process was and identify necessary improvements to existing security

controls and practices. Lessons learned meetings should also be held periodically for lesser incidents. 

The information accumulated from all lessons learned meetings should be used to identify systemic 

security weaknesses and deficiencies in policies and procedures. Follow-up reports generated for each 

resolved incident can be important not only for evidentiary purposes but also for reference in handling 

future incidents and in training new incident response team members. An incident database, with detailed 

information on each incident that occurs, can be another valuable source of information for incident 

handlers. 

Organizations should strive to maintain situational awareness during large-scale incidents. 

Organizations typically find it very challenging to maintain situational awareness for the handling of 

large-scale incidents because of their complexity. Many people within the organization may play a role in 

the incident response, and the organization may need to communicate rapidly and efficiently with various 

external groups. Collecting, organizing, and analyzing all the pieces of information, so that the right 

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COMPUTER SECURITY INCIDENT HANDLING GUIDE

decisions can be made and executed, are not easy tasks. The key to maintaining situational awareness is 

preparing to handle large-scale incidents, which should include the following: 

+ Establishing, documenting, maintaining, and exercising on-hours and off-hours contact and 

notification mechanisms for various individuals and groups within the organization (e.g., chief 

information officer [CIO], head of information security, IT support, business continuity planning) 

and outside the organization (e.g., incident response organizations, counterparts at other 

organizations). 

+ Planning and documenting guidelines for the prioritization of incident response actions based on 

business impact. 

+ Preparing one or more individuals to act as incident leads who are responsible for gathering 

information from the incident handlers and other parties, and distributing relevant information to 

the parties that need it. 

+ Practicing the handling of large-scale incidents through exercises and simulations on a regular 

basis; such incidents happen rarely, so incident response teams often lack experience in handling 

them effectively.

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COMPUTER SECURITY INCIDENT HANDLING GUIDE

1. Introduction

1.1 Authority

The National Institute of Standards and Technology (NIST) developed this document in furtherance of its 

statutory responsibilities under the Federal Information Security Management Act (FISMA) of 2002, 

Public Law 107-347. 

NIST is responsible for developing standards and guidelines, including minimum requirements, for 

providing adequate information security for all agency operations and assets, but such standards and 

guidelines shall not apply to national security systems. This guideline is consistent with the requirements 

of the Office of Management and Budget (OMB) Circular A-130, Section 8b(3), “Securing Agency

Information Systems,” as analyzed in A-130, Appendix IV: Analysis of Key Sections. Supplemental 

information is provided in A-130, Appendix III. 

This guideline has been prepared for use by Federal agencies. It may be used by nongovernmental 

organizations on a voluntary basis and is not subject to copyright, though attribution is desired. 

Nothing in this document should be taken to contradict standards and guidelines made mandatory and 

binding on Federal agencies by the Secretary of Commerce under statutory authority, nor should these 

guidelines be interpreted as altering or superseding the existing authorities of the Secretary of Commerce, 

Director of the OMB, or any other Federal official. 

1.2 Purpose and Scope 

This publication seeks to assist organizations in mitigating the risks from information security incidents 

by providing practical guidance on responding to incidents effectively and efficiently. Agencies are 

encouraged to tailor the recommended guidelines and solutions to meet their specific security or business 

requirements. This guide replaces NIST Special Publication 800-3, Establishing a Computer Security 

Incident Response Capability (CSIRC). 

This document presents general incident response guidelines that are independent of particular hardware 

platforms, operating systems, and applications. Specifically, it includes guidance on establishing an 

effective incident response program, but the primary focus of the document is detecting, analyzing, 

prioritizing, and handling incidents. 

1.3 Audience 

This document has been created for computer security incident response teams (CSIRTs), system and 

network administrators, security staff, technical support staff, chief information officers (CIOs), and 

computer security program managers who are responsible for preparing for, or responding to, security

incidents. 

1.4 Document Structure 

The remainder of this document is organized into seven major sections. Section 2 discusses the need for 

incident response, outlines possible incident response team structures, and highlights other groups within 

an organization that may participate in incident handling. Section 3 reviews the basic incident handling 

steps and provides advice for performing incident handling more effectively, particularly incident 

detection and analysis. Sections 4 through 8 provide specific recommendations for handling five types of 

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incidents: denial of service (DoS), malicious code, unauthorized access, inappropriate usage, and multiple 

component.

Appendix A contains a consolidated list of recommendations for incident response. Appendix B contains 

incident response scenarios and questions for use in incident response exercises. Appendix C provides 

lists of suggested data fields to collect for each incident. Appendices D and E contain a glossary and 

acronym list, respectively. Appendix F lists print resources, and Appendix G identifies online tools and 

resources, that may be useful in planning and performing incident response. Appendix H covers 

frequently asked questions about incident response. Appendix I lists the major steps to follow when 

handling a security incident-related crisis. Appendix J contains an index for the guide. 

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2. Organizing A Computer Security Incident Response Capability

Organizing an effective computer security incident response capability (CSIRC) involves several major 

decisions and actions. One of the first considerations should be to create an organization-specific 

definition of the term “incident” so that the scope of the term is clear. The organization should decide 

what services the incident response team should provide, consider which team structures and models can 

provide those services, and select and implement one or more incident response teams. Incident response 

policy and procedure creation is an important part of establishing a team, so that incident response is 

performed effectively, efficiently, and consistently. The policies and procedures should reflect the team’s 

interactions with other teams within the organization as well as with outside parties, such as law 

enforcement, the media, and other incident response organizations. This section provides not only

guidance that should be helpful to organizations that are establishing incident response capabilities, but 

also advice on maintaining and enhancing existing capabilities. 

2.1 Events and Incidents 

An event is any observable occurrence in a system or network. Events include a user connecting to a file 

share, a server receiving a request for a Web page, a user sending electronic mail (e-mail), and a firewall 

blocking a connection attempt. Adverse events are events with a negative consequence, such as system

crashes, network packet floods, unauthorized use of system privileges, defacement of a Web page, and 

execution of malicious code that destroys data. This guide addresses only adverse events that are 

computer security-related and excludes adverse events caused by sources such as natural disasters and 

power failures. 

The definition of a computer security incident has evolved. In the past, a computer security incident was 

thought of as a security-related adverse event in which there was a loss of data confidentiality, disruption 

of data or system integrity, or disruption or denial of availability. New types of computer security 

incidents have emerged since then, necessitating an expanded definition of an incident.1

 An incident can 

be thought of as a violation or imminent threat of violation2

 of computer security policies, acceptable use 

policies, or standard security practices.3

 Examples of today’s incidents are as follows: 

+ Denial of Service

– An attacker sends specially crafted packets to a Web server, causing it to crash. 

– An attacker directs hundreds of external compromised workstations to send as many Internet

Control Message Protocol (ICMP) requests as possible to the organization’s network. 

+ Malicious Code

– A worm uses open file shares to quickly infect several hundred workstations within an 

organization.

– An organization receives a warning from an antivirus vendor that a new virus is spreading 

rapidly via e-mail throughout the Internet. The virus takes advantage of a vulnerability that is 

 1 For the remainder of this document, the terms “incident” and “computer security incident” will be interchangeable. 2 An “imminent threat of violation” refers to a situation in which the organization has a factual basis for believing that a 

specific incident is about to occur. For example, the antivirus software maintainers may receive a bulletin from the software

vendor, warning them of a new worm that is rapidly spreading across the Internet. 3

 Violations of computer security policy and acceptable use policy are likely to be detected using the same means. In practice, 

incident response teams typically handle many acceptable use policy violations. Section 7 discusses this issue in more 

detail. 

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COMPUTER SECURITY INCIDENT HANDLING GUIDE

present in many of the organization’s hosts. Based on previous antivirus incidents, the 

organization expects that the new virus will infect some of its hosts within the next three 

hours. 

+ Unauthorized Access

– An attacker runs an exploit tool to gain access to a server’s password file. 

– A perpetrator obtains unauthorized administrator-level access to a system and then threatens 

the victim that the details of the break-in will be released to the press if the organization does 

not pay a designated sum of money.

+ Inappropriate Usage

– A user provides illegal copies of software to others through peer-to-peer file sharing services. 

– A person threatens another person through e-mail. 

2.2 Need for Incident Response 

Incident response has become necessary because attacks frequently cause the compromise of personal and 

business data.4

 Malicious code incidents such as the SQL Slammer worm,

5

 the Blaster worm,

6

 and the 

Love Letter worm7

 have disrupted or damaged millions of systems and networks around the world. 

Heightened national security concerns are also raising awareness of the possible effects of computerbased attacks. These events—and many more—make the case daily for responding quickly and 

efficiently when computer security defenses are breached. To address these threats, the concept of 

computer security incident response has become widely accepted and implemented in the Federal 

Government, private sector, and academia. 

The following are benefits of having an incident response capability: 

+ Responding to incidents systematically so that the appropriate steps are taken 

+ Helping personnel to recover quickly and efficiently from security incidents, minimizing loss or 

theft of information, and disruption of services 

+ Using information gained during incident handling to better prepare for handling future incidents 

and to provide stronger protection for systems and data 

+ Dealing properly with legal issues that may arise during incidents. 

Besides the business reasons to establish an incident response capability, Federal departments and 

agencies must comply with law, regulations, and policy directing a coordinated, effective defense against 

information security threats. Chief among these are the following: 

+ OMB’s Circular No. A-130, Appendix III,8

 which directs Federal agencies to “ensure that there is 

a capability to provide help to users when a security incident occurs in the system and to share 

 4 In the first nine months of 2003, more than 114,000 cyber incidents were reported to CERT®/CC. Additional incident 

statistics are available at http://www.cert.org/stats/cert_stats.html. 5 “SQL” refers to Microsoft’s Structured Query Language (SQL) Server product. More information about the worm is 

available at http://www.cert.org/advisories/CA-2003-04.html. 6

 http://www.cert.org/advisories/CA-2003-20.html 7

 http://www.cert.org/advisories/CA-2000-04.html 8

 http://www.whitehouse.gov/omb/circulars/a130/a130trans4.html

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information concerning common vulnerabilities and threats. This capability shall share 

information with other organizations ... and should assist the agency in pursuing appropriate 

legal action, consistent with Department of Justice guidance.” 

+ FISMA,9

 which requires agencies to have “procedures for detecting, reporting, and responding to 

security incidents” and establishes a centralized Federal information security incident center, in 

part to— 

– “Provide timely technical assistance to operators of agency information systems ... including 

guidance on detecting and handling information security incidents ... 

– Compile and analyze information about incidents that threaten information security ... 

– Inform operators of agency information systems about current and potential information 

security threats, and vulnerabilities ... .” 

2.3 Incident Response Policy and Procedure Creation 

This section discusses policies and procedures related to incident response, with an emphasis on 

interactions with outside parties, such as the media, law enforcement agencies, and incident reporting 

organizations. 

2.3.1 

 

Policy and Procedure Elements 

Policy governing incident response is highly individualized to the organization. However, most policies 

include the same key elements, regardless of whether the organization’s incident response capability is 

indigenous or outsourced:10

+ Statement of management commitment 

+ Purpose and objectives of the policy

+ Scope of the policy (to whom and what it applies and under what circumstances) 

+ Definition of computer security incidents and their consequences within the context of the 

organization 

+ Organizational structure and delineation of roles, responsibilities, and levels of authority; should 

include the authority of the incident response team to confiscate or disconnect equipment and to 

monitor suspicious activity, and the requirements for reporting certain types of incidents 

+ Prioritization or severity ratings of incidents 

+ Performance measures (as discussed in Section 3.4.2) 

+ Reporting and contact forms. 

Procedures should be based on the incident response policy. Standard operating procedures (SOPs) are a 

delineation of the specific technical processes, techniques, checklists, and forms used by the incident 

response team. SOPs should be comprehensive and detailed to ensure that the priorities of the 

organization are reflected in response operations. In addition, following standardized responses should 

9

 http://csrc.nist.gov/policies/FISMA-final.pdf 10 Appendix G includes pointers to Web sites with sample incident response policies and procedural forms. 

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minimize errors, particularly those that might be caused by incident handling tempo and stress. SOPs 

should be tested to validate their accuracy and usefulness, then distributed to all team members. Training 

should be provided for SOP users; the SOP documents can be used as an instructional tool. Suggested 

SOP elements are presented throughout Sections 3 through 8. 

2.3.2 Sharing Information With Outside Parties 

The organization may need to communicate with outside parties regarding an incident. This includes 

reporting incidents to organizations such as the Federal Computer Incident Response Center (FedCIRC) 

and the CERT® Coordination Center (CERT®/CC), contacting law enforcement, and fielding inquiries 

from the media. Incident handlers may also need to discuss the incident with other involved parties, such 

as the organization’s Internet service provider (ISP), the ISP that the attacker is using, the vendor of 

vulnerable software, or other incident response teams that may be familiar with unusual activity that the 

handler is trying to understand. An organization may want to—or be required to—communicate incident 

details with an outside organization for numerous reasons. The incident response team should discuss 

this at length with the organization’s public affairs office, legal department, and management before an 

incident occurs to establish policies and procedures regarding information sharing. Otherwise, sensitive 

information regarding incidents may be provided to unauthorized parties; this action could lead to greater 

disruption and financial loss than the incident itself. The team should document all contacts and 

communications with outside parties for liability and evidentiary purposes. 

The following sections provide guidance on communicating with several types of outside parties 

regarding the handling of actual incidents, including the media, law enforcement, and incident reporting 

organizations. Figure 2-1 shows several outside parties with which the organization may need to 

communicate. The arrows indicate the direction of the communication—for example, the organization 

may initiate communications with software vendors. Double-headed arrows indicate that either party may

initiate communications. 

Figure 2-1. Incident-Related Communications With Outside Parties 

2.3.2.1 The Media 

Dealing with the media is an important part of incident response. The incident handling team should 

establish media communications procedures that are in compliance with the organization’s policies on 

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appropriate interaction with the media and information disclosure.11 Organizations often find it beneficial 

to designate a single media point of contact (POC) and at least one backup contact for discussing 

incidents with the media. Ideally, all members of the incident response team should be prepared to 

interact with the media. The following actions should be considered for preparing those who may be 

communicating with the media: 

+ Conduct training sessions on interacting with the media regarding incidents, which should 

include— 

– The importance of not revealing sensitive information, such as technical details of 

countermeasures (e.g., which protocols the firewall permits), which could assist other wouldbe attackers 

– The positive aspects of communicating important information to the public fully and 

effectively.

+ Establish procedures to brief media contacts on the issues and sensitivities regarding a particular 

incident before discussing it with the media. 

+ Hold mock interviews and press conferences during incident handling exercises. The following 

are examples of questions to ask the media contact: 

– Who attacked you?

– When did it happen? 

– How did they do the attack? 

– How widespread is this incident? 

– Did this happen because you have poor security practices?

– What steps are you taking to determine what happened?

– What is the impact of this incident? 

– What is the estimated monetary cost of this incident?

2.3.2.2 Law Enforcement 

One reason that many security-related incidents do not result in convictions is that organizations do not 

properly contact law enforcement. Several levels of law enforcement are available to investigate 

incidents: Federal investigatory agencies (e.g., the Federal Bureau of Investigation [FBI] and the U.S. 

Secret Service), district attorney offices, state law enforcement, and local (e.g., county) law enforcement. 

In addition, agencies have an Office of Inspector General (OIG) for investigation of violation of the law 

within each agency. The incident response team should become acquainted with its various law 

enforcement representatives before an incident occurs to discuss conditions under which incidents should 

be reported to them, how the reporting should be performed, what evidence should be collected, and how 

it should be collected. 

 11 For example, an organization may want members of its public affairs office and legal department to participate in all 

incident discussions with the media. 

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Law enforcement should be contacted through designated individuals in a manner consistent with the 

requirements of the law and the organization’s procedures. Many organizations prefer to appoint one 

incident response team member as the primary POC with law enforcement. This person should be 

familiar with the reporting procedures for all relevant law enforcement agencies and well prepared to 

recommend which agency, if any, should be contacted. Note that the organization typically should not 

contact multiple agencies because doing so might result in jurisdictional conflicts. The incident response 

team should understand what the potential jurisdictional issues are (e.g., physical location—an 

organization based in one state has a server located in a second state attacked from a system in a third 

state, being used remotely by an attacker in a fourth state). 

2.3.2.3 Incident Reporting Organizations 

FISMA requires Federal agencies to report incidents to FedCIRC,12 which is a governmentwide incident 

response capability that assists Federal civilian agencies in their incident handling efforts. FedCIRC does 

not replace existing agency response teams; rather, it augments the efforts of Federal civilian agencies by

serving as a focal point for dealing with incidents. FedCIRC analyzes the information provided by all 

agencies to identify trends and precursors of attacks; these are easier to discern when reviewing data from

many organizations than when reviewing the data of a single organization. 

Each agency must designate a primary and secondary POC with FedCIRC, report all incidents, 

and internally document corrective actions and their impact. Each agency is responsible for 

determining specific ways in which these requirements are to be fulfilled. Organizations should create a 

policy that states who is designated to report incidents and how the incidents should be reported. 

FedCIRC allows agencies to report incidents online and provides long and short reporting forms.13 The 

FedCIRC Web site provides a table listing reporting requirements, including types of incidents and the 

timeframe for reporting each type to FedCIRC.14 Examples of reporting requirements are a root 

compromise of a system containing classified information (immediate) and a successful virus infection 

that provides unauthorized access to an unclassified system (within two hours of detection). All Federal 

agencies must ensure that their incident response procedures adhere to FedCIRC’s reporting requirements 

and that the procedures are followed properly. This is not only mandatory for Federal agencies, but also 

beneficial for them because FedCIRC can provide better information to agencies if they receive better 

incident data from them. 

Organizations other than Federal civilian agencies should not report incidents to FedCIRC, unless the 

incidents affect Federal agencies. If an organization does not have its own CSIRT to contact, it can report 

incidents to other organizations, including— 

+ Information Analysis Infrastructure Protection (IAIP).15 Because IAIP is part of the 

Department of Homeland Security (DHS), it is interested in any threats to critical U.S. 

infrastructures. Organizations can report incidents to IAIP using its incident report form.

16

+ CERT® Coordination Center (CERT®/CC).17 CERT®/CC, previously known as CERT, is 

located at Carnegie Mellon University. This nongovernmental entity is interested in any

 12 http://www.fedcirc.gov 13 https://incidentreport.fedcirc.gov 14 http://www.fedcirc.gov/incidentReporting/reportingRequirements.html 15 Formerly known as the National Infrastructure Protection Center (NIPC), the IAIP Web site is located at 

http://www.nipc.gov. 16 http://www.nipc.gov/incident/cirr.htm 17 http://www.cert.org

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computer security incidents involving the Internet. CERT®/CC provides an incident reporting 

system for online incident reporting.18

+ Information Sharing and Analysis Centers (ISAC).

19 In 1998, Presidential Decision Directive 

(PDD) 63 promoted the formation of industry-specific private sector groups called Information 

Sharing and Analysis Centers. The purpose of each ISAC is to share important computer 

security-related information among its members. Several ISACs have been formed for industry 

sectors such as Electricity, Financial Services, Information Technology, and 

Telecommunications. 

2.3.2.4 Other Outside Parties 

As previously mentioned, an organization may want to discuss incidents with several other groups, 

including— 

+ The Organization’s ISP. During a network-based DoS attack, an organization may need 

assistance from its ISP in blocking the attack or tracing its origin.

+ Owners of Attacking Addresses. If attacks are originating from an external organization’s IP 

address space, incident handlers may want to talk to the designated security contacts for the 

organization to alert them to the activity or to ask them to collect evidence. Handlers should be 

cautious if they are unfamiliar with the external organization because the owner of the address 

space could be the attacker or an associate of the attacker.

+ Software Vendors. Under some circumstances, incident handlers may want to speak to a 

software vendor about suspicious activity. This contact could include questions regarding the

significance of certain log entries or known false positives for certain intrusion detection 

signatures, where minimal information regarding the incident may need to be revealed. More 

information may need to be provided in some cases—for example, if a server appears to have 

been compromised through an unknown software vulnerability. Incident handlers may have other 

questions for vendors, such as the availability of patches or fixes for new vulnerabilities.

+ Other Incident Response Teams. Groups such as the Forum of Incident Response and Security

Teams (FIRST)

20 promote information sharing among incident response teams. An organization 

may experience an unusual incident that is similar to ones handled by other teams; sharing 

information can facilitate more effective and efficient incident handling for all teams involved. 

An alternative to joining a formal group is to participate in incident-related mailing lists, 

anonymously providing nonsensitive information on an incident and asking for opinions.21

+ Affected External Parties. An incident may affect external parties directly; for example, an 

outside organization may contact the agency and claim that one of the agency’s users is attacking 

it. Section 7 discusses this topic further. Another way in which external parties may be affected 

is if an attacker gains access to sensitive information regarding them, such as credit card 

information. In some jurisdictions, organizations are required to notify all parties that are 

affected by such an incident. Regardless of the circumstances, it is preferable for the organization 

to notify affected external parties of an incident before the media or other external organizations 

do so. Handlers should be careful to give out only appropriate information—the affected parties 

may request details about internal investigations that should not be revealed publicly. 

 18 https://irf.cc.cert.org 19 Information about the history of ISACs is available at https://www.it-isac.org/isacinfowhtppr.php. 20 http://www.first.org 21 Examples of some popular mailing lists are provided in Appendix G. 

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It is highly recommended that the incident response team discuss with its public affairs office and legal 

department the circumstances under which each type of external organization can be contacted and the 

kind of information that can be provided. These procedures should be written, and all incident response 

team members should follow them. 

2.4 Incident Response Team Structure 

An incident response team should be available for contact by anyone who discovers or suspects that an 

incident involving the organization has occurred. One or more team members, depending on the 

magnitude of the incident and availability of personnel, will then handle the incident. The incident 

handlers analyze the incident data, determine the impact of the incident, and act appropriately to limit the 

damage to the organization and restore normal services. Although the incident response team may have 

only a few members, the team’s success depends on the participation and cooperation of individuals 

throughout the organization. This section identifies such individuals, discusses incident response team

models, and provides guidance for selecting an appropriate model. 

2.4.1

 

Team Models

Incident response team structure models fall into one of three categories: 

+ Central Incident Response Team. A single incident response team handles incidents 

throughout the organization. This model is effective for small organizations and for large 

organizations with minimal geographic diversity in terms of computing resources. 

+ Distributed Incident Response Teams. The organization has multiple incident response teams, 

each responsible for handling incidents for a particular logical or physical segment of the 

organization. This model is effective for large organizations (e.g., one team per division) and for 

organizations with major computing resources at distant locations (e.g., one team per geographic 

region, one team per major facility). However, the teams should be part of a single centralized 

entity so that the incident response process is consistent across the organization and information 

is shared among teams. This is particularly important because multiple teams may see 

components of the same incident or may handle similar incidents. Strong communication among 

teams and consistent practices should make incident handling more effective and efficient. 

+ Coordinating Team. An incident response team provides guidance and advice to other teams 

without having authority over those teams—for example, a departmentwide team may assist 

individual agencies’ teams. This model can be thought of as a CSIRT for CSIRTs. Because the 

focus of this document is central and distributed CSIRTs, the coordinating team model is not 

addressed in detail in this document.22

Incident response teams can also use any of three staffing models: 

+ Employees. The organization performs all of its incident response work, with limited technical 

and administrative support from contractors. 

+ Partially Outsourced. The organization outsources portions of its incident response work. 

Section 2.4.2 discusses the major factors that should be considered with outsourcing. Although 

22 Information about the Coordinating team model, as well as extensive guidance on other team models, will be available in an 

upcoming CERT®/CC document, tentatively titled Organizational Models for Computer Security Incident Response Teams 

(CSIRTs).

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incident response duties can be divided among the organization and one or more outsourcers in 

many ways, a few arrangements have become commonplace: 

– The most prevalent arrangement is for the organization to outsource 24-hour-a-day, 7-day-aweek (24/7) monitoring of intrusion detection sensors, firewalls, and other security devices to 

an offsite managed security services provider (MSSP). The MSSP identifies and analyzes 

suspicious activity and reports each detected incident to the organization’s incident response 

team. Because the MSSP employees can monitor activity for multiple customers 

simultaneously, this model may provide a 24/7 monitoring and response capability at a skill 

and cost level that is superior to a comparable internal team. 

– Some organizations perform basic incident response work in-house and call on contractors to 

assist with handling incidents, particularly those that are more serious or widespread. The 

services most often performed by the contractors are computer forensics, advanced incident 

analysis, incident containment and eradication, and vulnerability mitigation. 

+ Fully Outsourced. The organization completely outsources its incident response work, typically

to an onsite contractor. This model is most likely to be used when the organization needs a fulltime, onsite incident response team but does not have enough available, qualified employees. 

2.4.2 Team Model Selection 

When selecting appropriate structure and staffing models for an incident response team, organizations 

should consider the following factors: 

+ The Need for 24/7 Availability. Larger organizations, as well as smaller ones that support 

critical infrastructures, usually need incident response staff to be available 24/7. This typically

means that incident handlers can be contacted at any time by phone or pager, but it can also mean 

that an onsite presence is required at all times. Real-time availability is the best for incident 

response because the longer an incident lasts, the more potential there is for damage and loss. 

Real-time contact is often needed when working with other agencies and organizations—for 

example, tracing spoofed traffic back to its source through router hops. An incident response 

team that can react quickly to investigate, contain, and mitigate incidents should be genuinely

useful to the organization.

+ Full-Time Versus Part-Time Team Members. Organizations with limited funding, staffing, or 

incident response needs may have only part-time incident response team members. In this case, 

the incident response team can be thought of as a volunteer fire department. When an emergency

occurs, the team members are contacted rapidly, and those who can assist do so. An existing 

group such as the IT help desk can act as a first POC for incident reporting. The help desk 

members can be trained to perform the initial investigation and data gathering and then alert the 

incident response team if it appears that a serious incident has occurred. Organizations with parttime team members should ensure that they maintain their incident response skills and 

knowledge. 

+ Employee Morale. Incident response work is very stressful, as are the on-call responsibilities of 

most team members. This combination makes it easy for incident response team members to 

become overly stressed. Many organizations will also struggle to find willing, available, 

experienced, and properly skilled people to participate, particularly in 24-hour support. 

+ Cost. Cost is a major factor, especially if employees are required to be onsite 24/7. 

Organizations may fail to include incident response-specific costs in budgets. For example, most 

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organizations do not allocate sufficient funding for training and maintaining skills. Because the 

incident response team works with so many facets of IT, its members need much broader 

knowledge than most IT staff members. They must also understand how to use the tools of 

incident response, such as computer forensics software. The organization should also provide

funding for regular team exercises so the team can gain practical experience and improve its 

performance. Other costs that may be overlooked are physical security for the team’s work areas 

and communications mechanisms. 

+ Staff Expertise. Incident handling requires specialized knowledge and experience in several 

technical areas; the breadth and depth of knowledge required varies based on the severity of the 

organization’s risks. Outsourcers may possess deeper knowledge of intrusion detection, 

vulnerabilities, exploits, and other aspects of security than employees of the organization. Also, 

managed security service providers may be able to correlate events among customers so that they 

can identify new threats more quickly than any individual customer could. However, technical 

staff members within the organization usually have much better knowledge of the organization’s 

environment than an outsourcer would, which can be beneficial in identifying false positives 

associated with organization-specific behavior and the criticality of targets. Section 2.4.3 

contains additional information on recommended team member skills. 

+ Organizational Structures. If an organization has three departments that function 

independently, incident response may be more effective if each department has its own incident 

response team. The main organization can host a centralized incident response entity that 

facilitates standard practices and communications among the teams. 

When considering outsourcing, organizations should keep these issues in mind:23

+ Current and Future Quality of Work. The quality of the outsourcer’s work remains a very

important consideration. Organizations should consider not only the current quality of work, but 

also the outsourcer’s efforts to ensure the quality of future work—for example, minimizing 

turnover and burnout and providing a solid training program for new employees. Organizations 

should think about how they could audit or otherwise objectively assess the quality of the 

outsourcer’s work. 

+ Division of Responsibilities. Organizations are usually unwilling to give an outsourcer authority 

to make operational decisions for the environment (e.g., disconnecting a Web server). It is 

important to decide the point at which the outsourcer hands off the incident response to the 

organization. One partially outsourced model addresses this issue by having the outsourcer 

provide incident data to the organization’s internal team, along with recommendations for further 

handling the incident. The internal team ultimately makes the operational decisions. 

+ Sensitive Information Revealed to the Contractor. Dividing incident response responsibilities 

and restricting access to sensitive information can limit this. For example, a contractor may

determine what user ID was used in an incident but not know what person is associated with the 

user ID. The contractor can report to the organization that user ID 123456 is apparently being 

used to download pirated software without knowing who 123456 is. Trusted employees within 

the organization can then take over the investigation. 

 23 NIST Special Publication (SP) 800-35, Guide to Information Technology Security Services, provides guidance on obtaining

security services. It is available at http://csrc.nist.gov/publications/nistpubs/800-35/NIST-SP800-35.pdf. Another good 

resource is the CERT®/CC publication Outsourcing Managed Security Services, available at http://www.cert.org/securityimprovement/modules/omss/. 

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+ Lack of Organization-Specific Knowledge. Accurate analysis and prioritization of incidents are 

dependent on specific knowledge of the organization’s environment. The organization should

provide the outsourcer regularly updated documents that define what incidents it is concerned 

about, which resources are critical, and what the level of response should be under various sets of 

circumstances. The organization should also report all changes and updates made to its IT 

infrastructure, network configuration, and systems. Otherwise, the contractor has to make a best 

guess as to how each incident should be handled, inevitably leading to mishandled incidents and 

frustration on both sides. Lack of organization-specific knowledge can also be a problem when 

incident response is not outsourced, if communications are weak among teams or if the 

organization simply does not collect the necessary information. 

+ Lack of Correlation. Correlation among multiple data sources is very important. If the 

intrusion detection system records an attempted attack against a Web server, but the outsourcer 

has no access to the Web logs, it may be unable to determine whether the attack was successful. 

To be efficient, the outsourcer will require administrative privileges to critical systems and 

security device logs remotely over a secure channel. This will increase administration costs, 

introduce additional access entry points, and increase the risk of unauthorized disclosure of 

sensitive information. 

+ Handling Incidents at Multiple Locations. Effective incident response work often requires a 

physical presence at the organization’s facilities. If the outsourcer is offsite, consider where the 

outsourcer is located, how quickly it can have an incident response team at any facility, and how 

much this will cost. Consider onsite visits; perhaps there are certain facilities or areas where the 

outsourcer should not be permitted to work. 

+ Maintaining Incident Response Skills In House. Organizations that completely outsource 

incident response should strive to maintain basic incident response skills in house. Situations 

may arise in which the outsourcer is unavailable (e.g., a new worm attacks thousands of 

organizations simultaneously, or a natural disaster or national flight stoppage occurs). The 

organization should be prepared to perform its own incident handling if the outsourcer is unable 

to act. The organization’s technical staff must also be able to understand the significance, 

technical implications, and impact of the outsourcer’s recommendations. 

2.4.3 

 

Incident Response Personnel 

Regardless of which incident response model an organization chooses, a single employee should be in 

charge of incident response.24 In a fully outsourced model, this person is responsible for overseeing and 

evaluating the outsourcer’s work. In all other models, this responsibility is generally achieved by having 

a team manager and a deputy team manager who assumes authority in the absence of the team manager. 

The managers typically perform a variety of tasks, including acting as a liaison with upper management 

and other teams and organizations, defusing crisis situations, and ensuring that the team has the necessary

personnel, resources, and skills. Managers should also be technically adept and have excellent

communication skills, particularly an ability to communicate to a range of audiences. Finally, team

managers should be able to maintain positive working relationships with other groups, even under times 

of high pressure. 

In addition to the team manager and deputy team manager, some teams also have a technical lead—a 

person with strong technical skills and incident response experience who assumes oversight of and final 

responsibility for the quality of the technical work that the entire incident response team undertakes. The 

24 At least one other person should be designated as an alternate to oversee the incident response capability when the primary

person is unavailable. 

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position of technical lead should not be confused with the position of incident lead. Larger teams often 

assign an incident lead as the primary POC for handling a specific incident. Depending on the size of the 

incident response team and the magnitude of the incident, the incident lead may not actually perform any

actual incident handling, such as data analysis or evidence acquisition. Instead, the incident lead may be 

coordinating the handlers’ activities, gathering information from the handlers, providing updates 

regarding the incident to other groups, and ensuring that the team’s needs are met, such as arranging for 

food and lodging for the team during extended incidents. 

Members of the incident response team should have excellent technical skills because they are critical to 

the team’s success. Unless the team members command a high level of technical respect across the 

organization, people will not turn to them for assistance. Technical inaccuracy in functions such as 

issuing advisories can undermine the team’s credibility, and poor technical judgment can cause incidents 

to worsen. Critical technical skills include system administration, network administration, programming, 

technical support, and intrusion detection. Every team member should have good problem solving skills; 

there is no substitute for real-world troubleshooting experience, such as dealing with operational outages. 

It is not necessary for every team member to be a technical expert—to a large degree, practical and 

funding considerations will dictate this—but having at least one highly proficient person in each major 

area of technology (e.g., particular operating systems, Web servers, and e-mail servers) is a necessity. 

It is important to counteract staff burnout by providing opportunities for learning and growth. 

Suggestions for building and maintaining skills are as follows: 

+ Budget enough funding to maintain, enhance, and expand proficiency in technical areas and 

security disciplines, as well as less technical topics such as the legal aspects of incident 

response.25 Consider sending each full-time team member to at least two technical conferences 

per year and each part-time team member to at least one. 

+ Ensure the availability of books, magazines, and other technical references that promote deeper 

technical knowledge. 

+ Give team members opportunities to perform other tasks, such as creating educational materials, 

conducting security awareness workshops, writing software tools to assist system administrators

in detecting incidents, and conducting research. 

+ Consider rotating staff members in and out of the incident response team. 

+ Maintain sufficient staffing so that team members can have uninterrupted time off work (e.g., 

vacations). 

+ Create a mentoring program to enable senior technical staff to help less experienced staff learn 

incident handling. 

+ Participate in exchanges in which team members temporarily trade places with others (e.g., 

network administrators) to gain new technical skills. 

+ Occasionally bring in outside experts (e.g., contractors) with deep technical knowledge in needed 

areas, as funding permits. 

+ Develop incident handling scenarios and have the team members discuss how they would handle 

them. Appendix B contains a set of scenarios and a list of questions to be used during scenario 

discussions. 

 25 Appendix H provides pointers to some resources for incident response, computer forensics, and intrusion detection training. 

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+ Conduct simulated incident handling exercises for the team. Exercises are particularly important 

because they not only improve the performance of the incident handlers, but also identify issues 

with policies and procedures, and with communication. 

Incident response team members should have other skills in addition to technical expertise. Teamwork 

skills are of fundamental importance because cooperation and coordination are necessary for successful 

incident response. Every team member should also have good communication skills. Speaking skills are 

particularly important because the team will interact with a wide variety of people, including incident 

victims, managers, system administrators, human resources, public affairs, and law enforcement. Writing 

skills are important when team members are preparing advisories and procedures. Although not everyone 

within a team needs to have strong writing and speaking skills, at least a few people within every team

should possess them so the team can represent itself well in front of senior management, users, and the 

public at large. 

2.4.4 Dependencies Within Organizations 

It is important to identify other groups within the organization that may be needed to participate in 

incident handling so that their cooperation can be solicited before it is needed. Every incident response 

team relies on the expertise, judgment, and abilities of others, including— 

+ Management. Management invariably plays a pivotal role in incident response. In the most 

fundamental sense, management establishes incident response policy, budget, and staffing. 

Ultimately, management is held responsible for coordinating incident response among various 

stakeholders, minimizing damage, and reporting to Congress, OMB, the General Accounting 

Office (GAO), and other parties. Without management support, an incident response team is 

unlikely to be successful. 

+ Information Security. Members of the information security team are often the first to recognize 

that an incident has occurred or is occurring and may perform the initial analysis of incidents. In 

addition, information security staff members may be needed during other stages of incident 

handling—for example, altering network security controls (e.g., firewall rulesets) to contain an 

incident. 

+ Telecommunications. Some incidents involve unauthorized access to telephone lines, such as 

dialing into unsecured modems. Private Branch Exchange (PBX) compromises often are 

intertwined with break-ins into other systems. The telecommunications staff is aware of the 

current capabilities and the POCs and procedures for working with telecommunications carriers. 

+ IT Support. IT technical experts (e.g., system administrators, network administrators, and 

software developers) not only have the needed technical skills to assist during an incident but also 

usually have the best understanding of the technology with which they deal on a daily basis. This 

understanding can facilitate decisions such as whether to disconnect an attacked system from the 

network. 

+ Legal Department. Legal experts should review incident response policies and procedures to 

ensure their compliance with law and Federal guidance, including the right to privacy. In

addition, the guidance of the general counsel or legal department should be sought if there is 

reason to believe that an incident may have legal ramifications, including evidence collection, 

prosecution of a suspect, or a lawsuit. 

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+ Public Affairs and Media Relations. Depending on the nature and impact of an incident, a need 

may exist to inform the media and, by extension, the public (within the constraints imposed by 

security and law enforcement interests). More information on this was provided in Section 2.3.2. 

+ Human Resources. When an employee is the apparent target of an incident or is suspected of 

causing an incident, the human resources department often becomes involved—for example, in 

assisting with disciplinary proceedings or employee counseling.

+ Business Continuity Planning. Computer security incidents undermine the business resilience 

of an organization and act as a barometer of its level of vulnerabilities and the inherent risks. 

Business continuity planning professionals should be made aware of incidents and their impacts 

so they can fine-tune business impact assessments, risk assessments, and continuity of operations 

plans. Further, because business continuity planners have extensive expertise in minimizing 

operational disruption during severe circumstances, they may be valuable in planning responses

to certain types of incidents, such as a denial of service (DoS). Organizations should also ensure 

that incident response policies and procedures and business continuity processes are in sync. 

+ Physical Security and Facilities Management. Some computer security incidents occur 

through breaches of physical security or involve coordinated logical and physical attacks. Threats 

made against the organization may not indicate whether logical or physical resources are being 

targeted. The incident response team also may need access to facilities during incident 

handling—for example, to acquire a compromised workstation from a locked office. Thus, close 

coordination between physical security and facilities management and the incident response team

is important.

2.5 Incident Response Team Services 

The main focus of an incident response team is performing incident response; however, it is fairly rare for 

a team to perform incident response only. The following are examples of additional services that an 

incident response team might offer:26

+ Advisory Distribution. A team may issue advisories that describe new vulnerabilities in 

operating systems and applications and provide information on mitigating the vulnerabilities.27 

Promptly releasing such information is a high priority because of the direct link between 

vulnerabilities and incidents. Distributing information about current incidents also can be useful 

in helping others identify signs of such incidents. It is recommended that only a single team

within the organization distribute computer security advisories, to avoid duplication of effort and 

the spread of conflicting information. 

+ Vulnerability Assessment. An incident response team can examine networks, systems, and 

applications for security-related vulnerabilities, determine how they can be exploited and what 

the risks are, and recommend how the risks can be mitigated.28 These responsibilities can be 

extended so that the team performs auditing or penetration testing, perhaps visiting sites 

unannounced to perform on-the-spot assessments. Incident handlers are well suited to performing 

vulnerability assessments because they routinely see all kinds of incidents and have first-hand 

 26 CERT®/CC provides a more detailed list of potential team services at http://www.cert.org/csirts/services.html. 27 Teams should word advisories so that they do not blame any person or organization for security issues. Teams should meet 

with legal advisors to discuss the possible need for a disclaimer in advisories, stating that the team and organization has no

liability in regard to the accuracy of the advisory. This is most pertinent when advisories may be sent to contractors, 

vendors, and other nonemployees who are users of the organization’s computing resources. 28 NIST SP 800-42, Guideline on Network Security Testing, provides guidance on performing vulnerability assessments and 

penetration testing. The document is available at http://csrc.nist.gov/publications/nistpubs/800-42/NIST-SP800-42.pdf. 

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knowledge of vulnerabilities and how they are exploited. However, because the availability of 

incident handlers is unpredictable, organizations should typically give primary responsibility for 

vulnerability assessments to another team and use incident handlers as a supplemental resource. 

+ Intrusion Detection. An incident response team may assume responsibility for intrusion 

detection because others within the organization do not have sufficient time, resources, or 

expertise. The team generally benefits because it should be poised to analyze incidents more 

quickly and accurately, based on the knowledge it gains of intrusion detection technologies. 

Ideally, however, primary responsibility for intrusion detection should be assigned to another 

team, with members of the incident response team participating in intrusion detection as their 

availability permits. 

+ Education and Awareness. Education and awareness are resource multipliers—the more the 

users and technical staff know about detecting, reporting, and responding to incidents, the less 

drain there should be on the incident response team. This information can be communicated 

through many means: workshops and seminars, Web sites, newsletters, posters, and even stickers 

on monitors. 

+ Technology Watch. A team can perform a technology watch function, which means that it looks 

for new trends in information security threats. Examples of this are monitoring security-related 

mailing lists, analyzing intrusion detection data to identify an increase in worm activity,

researching new rootkits29 that are publicly available, and monitoring honeypots.30 The team

should then make recommendations for improving security controls based on the trends that they

identify. A team that performs a technology watch function should also be better prepared to 

handle new types of incidents. 

+ Patch Management. Giving the incident response team the responsibility for patch management

(e.g., acquiring, testing, and distributing patches to the appropriate administrators and users 

throughout the organization) is generally not recommended. Patch management is a timeintensive, challenging task that cannot be delayed every time an incident needs to be handled. In 

fact, patch management services are often needed most when attempting to contain, eradicate, and 

recover from large-scale incidents. Effective communication channels between the patch 

management staff and the incident response team are likely to improve the success of a patch 

management program. 

2.6 Recommendations 

The key recommendations presented in this section for organizing a computer security incident handling 

capability are summarized below. 

+ Establish a formal incident response capability. Organizations should be prepared to respond 

quickly and effectively when computer security defenses are breached. FISMA requires Federal 

agencies to establish incident response capabilities. 

+ Create an incident response policy and use it as the basis for incident response procedures. 

The incident response policy is the foundation of the incident response program. It defines which 

events are considered incidents, establishes the organizational structure for incident response, 

defines roles and responsibilities, and lists the requirements for reporting incidents, among other 

items. 

 29 A rootkit is a set of tools used by an attacker after gaining root-level access to a host. The rootkit conceals the attacker’s 

activities on the host, permitting the attacker to maintain root-level access to the host through covert means. 30 Section 3.2.3 discusses honeypots in more depth, including the risks they can pose. 

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+ Establish policies and procedures regarding incident-related information sharing. The 

organization will want or be required to communicate incident details with outside parties, such 

as the media, law enforcement agencies, and incident reporting organizations. The incident 

response team should discuss this requirement at length with the organization’s public affairs 

office, legal department, and management to establish policies and procedures regarding 

information sharing. The team should comply with existing organization policy on interacting

with the media and other outside parties. 

+ Provide pertinent information on incidents to the appropriate incident reporting 

organization. Federal civilian agencies are required to report incidents to FedCIRC; other 

organizations can contact other incident reporting organizations. Reporting is beneficial because 

the incident reporting organizations use the reported data to provide information to the reporting 

parties regarding new threats and incident trends. 

+ Consider the relevant factors when selecting an incident response team model. 

Organizations should carefully weigh the advantages and disadvantages of each possible team 

structure model and staffing model in the context of the organization’s needs and available 

resources. 

+ Select people with appropriate skills for the incident response team. The credibility and 

proficiency of the team depend to a large extent on the technical skills of its members. Poor 

technical judgment can undermine the team’s credibility and cause incidents to worsen. Critical 

technical skills include system administration, network administration, programming, technical 

support, and intrusion detection. Teamwork and communications skills are also needed for 

effective incident handling.

+ Identify other groups within the organization that may need to participate in incident 

handling. Every incident response team relies on the expertise, judgment, and abilities of other 

teams, including management, information security, IT support, legal, public affairs, and facilities 

management. 

+ Determine which services the team should offer. Although the main focus of the team is 

incident response, most teams perform additional functions. Examples include distributing 

security advisories, performing vulnerability assessments, educating users on security, and 

monitoring intrusion detection sensors. 

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3. Handling an Incident 

The incident response process has several phases, from initial preparation through post-incident analysis. 

The initial phase involves establishing and training an incident response team, and acquiring the 

necessary tools and resources. During preparation, the organization also attempts to limit the number of 

incidents that will occur by selecting and implementing a set of controls based on the results of risk 

assessments. However, residual risk will inevitably persist after controls are implemented; furthermore, 

no control is foolproof. Detection of security breaches is thus necessary to alert the organization 

whenever incidents occur. In keeping with the severity of the incident, the organization can act to 

mitigate the impact of the incident by containing it and ultimately recovering from it. After the incident is 

adequately handled, the organization issues a report that details the cause and cost of the incident and the 

steps the organization should take to prevent future incidents. The major phases of the incident response 

process—preparation, detection and analysis, containment/eradication/recovery, and post-incident 

activity—are described in detail throughout this section. Figure 3-1 illustrates the incident response life 

cycle. 

Figure 3-1. Incident Response Life Cycle

3.1 Preparation

Incident response methodologies typically emphasize preparation—not only establishing an incident 

response capability so that the organization is ready to respond to incidents, but also preventing incidents 

by ensuring that systems, networks, and applications are sufficiently secure. Although the incident 

response team is not typically responsible for incident prevention, it is so important that it is now 

considered a fundamental component of incident response programs. The incident response team’s 

expertise should be valuable in establishing recommendations for securing systems. This section 

provides basic guidance on preparing to handle incidents and on preventing incidents. 

3.1.1 Preparing to Handle Incidents 

Table 3-1 lists tools and resources available that may be of value during incident handling. Please see 

Appendix G for information about specific software that may be useful for incident analysis and for a list 

of Web sites that contain valuable information regarding incident response. Section 3.2 provides 

information about detecting incidents through the use of intrusion detection systems (IDSs), centralized 

logging, and other mechanisms. 

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Table 3-1. Tools and Resources for Incident Handlers 

Acquired Tool / Resource

Incident Handler Communications and Facilities 

Contact information for team members and others within and outside the organization (primary and 

backup contacts), such as law enforcement and other incident response teams; information may 

include phone numbers, e-mail addresses, public encryption keys (in accordance with the encryption 

software described below), and instructions for verifying the contact’s identity

On-call information for other teams within the organization, including escalation information (see 

Section 3.2.6 for more information about escalation) 

Incident reporting mechanisms, such as phone numbers, e-mail addresses, and online forms that 

users can use to report suspected incidents; at least one mechanism should permit people to report 

incidents anonymously 

Pagers or cell phones to be carried by team members for off-hour support, onsite communications 

Encryption software to be used for communications among team members, within the organization 

and with external parties; software must use a Federal Information Processing Standards (FIPS) 140-

2 validated encryption algorithm31

War room for central communication and coordination; if a permanent war room is not necessary, 

the team should create a procedure for procuring a temporary war room when needed 

Secure storage facility for securing evidence and other sensitive materials 

Incident Analysis Hardware and Software

Computer forensic workstations32 and/or backup devices to create disk images, preserve log 

files, and save other relevant incident data 

Laptops, which provide easily portable workstations for activities such as analyzing data, sniffing 

packets, and writing reports 

Spare workstations, servers, and networking equipment, which may be used for many purposes, 

such as restoring backups and trying out malicious code; if the team cannot justify the expense of 

additional equipment, perhaps equipment in an existing test lab could be used, or a virtual lab could 

be established using operating system (OS) emulation software 

Blank media, such as floppy diskettes, CD-Rs, and DVD-Rs 

Easily portable printer to print copies of log files and other evidence from non-networked systems 

Packet sniffers and protocol analyzers to capture and analyze network traffic that may contain 

evidence of an incident 

Computer forensic software to analyze disk images for evidence of an incident 

Floppies and CDs with trusted versions of programs to be used to gather evidence from systems

Evidence gathering accessories, including hard-bound notebooks, digital cameras, audio 

recorders, chain of custody forms, evidence storage bags and tags, and evidence tape, to preserve

evidence for possible legal actions 

Incident Analysis Resources 

Port lists, including commonly used ports and Trojan horse ports 

Documentation for OSs, applications, protocols, and intrusion detection and antivirus signatures 

Network diagrams and lists of critical assets, such as Web, e-mail, and File Transfer Protocol 

(FTP) servers

Baselines of expected network, system and application activity

Cryptographic hashes of critical files33 to speed the analysis, verification, and eradication of 

incidents 

 31 FIPS 140-2, Security Requirements for Cryptographic Modules, is available at http://csrc.nist.gov/publications/fips/fips140-

2/fips1402.pdf. 32 A computer forensic workstation is specially designed to assist incident handlers in acquiring and analyzing data. These 

workstations typically contain a set of removable hard drives that can be used for evidence storage.

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Acquired Tool / Resource

Incident Mitigation Software

Media, including OS boot disks and CD-ROMs, OS media, and application media 

Security patches from OS and application vendors 

Backup images of OS, applications, and data stored on secondary media

Many incident response teams create a jump kit, which is a portable bag or case that contains materials 

that an incident handler may likely need during an offsite investigation. The jump kit is ready to go at all 

times so that when a serious incident occurs, incident handlers can grab the jump kit and go. Jump kits 

contain many of the same items listed in Table 3-1. For example, each jump kit typically includes a 

laptop, loaded with appropriate software (e.g., packet sniffers, computer forensics). Other important 

materials include backup devices, blank media, basic networking equipment and cables, and operating 

system and application media and patches. Because the purpose of having a jump kit is to facilitate faster 

responses, the team should refrain from borrowing items from the jump kit. It is also important to keep 

the jump kit current at all times (e.g., installing security patches on laptops, updating operating system

media). Organizations should balance the cost of creating and maintaining jump kits with the savings 

from containing incidents more quickly and effectively. 

3.1.2

 

Preventing Incidents

Keeping the number of incidents reasonably low is very important to protect the business processes of the 

organization. If security controls are insufficient, high volumes of incidents may occur, overwhelming 

the incident response team. This can lead to slow and incomplete responses, which translate to a larger 

negative business impact (e.g., more extensive damage, longer periods of service and data unavailability). 

A sound approach to improving the organization’s security posture and preventing incidents is to conduct 

periodic risk assessments of systems and applications. These assessments should determine what risks 

are posed by combinations of threats and vulnerabilities.34 Each risk should be prioritized, and the risks 

can be mitigated, transferred, or accepted until a reasonable overall level of risk is reached. Incorporating 

or at least examining the control strategies of responsible peer organizations can provide reasonable 

assurance that what works for others should work for the organization. 

Another benefit of conducting risk assessments regularly is that critical resources are identified, allowing 

staff to emphasize monitoring and response activities for those resources.35 This should not be interpreted 

as a justification for organizations to ignore the security of resources that are deemed to be less than 

critical because the organization is only as secure as its weakest link. Note that regardless of how 

effective a risk assessment is, it reflects only the current risk. New threats and vulnerabilities are 

constantly emerging, and computer security is an ongoing process that requires diligence to be effective. 

It is outside the scope of this document to provide specific advice on securing networks, systems, and 

applications. Although incident response teams are generally not responsible for securing resources, they

can be advocates of sound security practices. Other documents already provide good advice on general 

security concepts and operating system and application-specific guidance.36 The following text, however, 

33 The National Software Reference Library (NSRL) Project maintains records of hashes of various files, including operating 

system, application, and graphic image files. The hashes can be downloaded from http://www.nsrl.nist.gov. 34 Guidance on risk management is available in NIST SP 800-30, Risk Management Guide for Information Technology 

Systems, at http://csrc.nist.gov/publications/nistpubs/800-30/sp800-30.pdf. 35 Information on identifying critical resources is discussed in Federal Information Processing Standard (FIPS) 199, Standards 

for Security Categorization of Federal Information and Information Systems, at http://csrc.nist.gov/publications/drafts/FIPSPUB-199-ipd.pdf. 36 http://csrc.nist.gov/publications/nistpubs/ provides links to the NIST Special Publications on computer security, which 

include documents on operating system and application security baselines. 

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provides a brief overview of some of the main recommended practices for securing networks, systems, 

and applications: 

+ Patch Management. Many information security experts agree that a large percentage of 

incidents involve exploitation of a relatively small number of vulnerabilities in systems and 

applications.37 Large organizations should implement a patch management program to assist 

system administrators in identifying, acquiring, testing, and deploying patches.38

+ Host Security. All hosts should be hardened appropriately. Besides keeping each host properly 

patched, hosts should be configured to provide only the minimum services to only the appropriate 

users and hosts—the principle of least privilege. Insecure default settings (e.g., default 

passwords, unsecured shares) should be changed. Warning banners should be displayed 

whenever a user attempts to gain access to a secured resource. Hosts should have auditing 

enabled and should log significant security-related events. Many organizations use operating 

system and application configuration guides to assist administrators in securing hosts consistently

and effectively. 

+ Network Security. The network perimeter should be configured to deny all activity that is not 

expressly permitted. Only activity necessary for the proper functioning of the organization 

should be permitted. This includes securing all connection points, such as modems, virtual 

private networks (VPNs), and dedicated connections to other organizations. 

+ Malicious Code Prevention. Software to detect and stop malicious code, such as viruses, 

worms, and Trojan horses, should be deployed throughout the organization. Malicious code 

protection should be deployed at the host level (e.g., server and workstation operating systems), 

the application server level (e.g., e-mail server, Web proxies), and the application client level 

(e.g., e-mail clients, instant messaging clients). Section 5 examines malicious code prevention in

more detail.

+ User Awareness and Training. Users should be made aware of policies and procedures 

regarding appropriate use of networks, systems, and applications. Applicable lessons learned

from previous incidents should also be shared with users so they can see how their actions could 

affect the organization. Improving user awareness regarding incidents should reduce the 

frequency of incidents, particularly those involving malicious code and violations of acceptable 

use policies. Information technology (IT) staff should be trained so that they can maintain their 

networks, systems, and applications in accordance with the organization’s security standards.

 37 The SANS/FBI Top 20 List – Twenty Most Critical Internet Security Vulnerabilities identifies some of the most commonly

exploited vulnerabilities. It is available from http://www.sans.org/top20. 38 NIST SP 800-40, Procedures for Handling Security Patches, is recommended for information on techniques for patching 

systems. http://csrc.nist.gov/publications/nistpubs/800-40/sp800-40.pdf

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3.2 Detection and Analysis

Figure 3-2. Incident Response Life Cycle (Detection and Analysis) 

3.2.1

 

Incident Categories

Incidents can occur in countless ways, so it is impractical to develop comprehensive procedures with stepby-step instructions for handling every incident. The best that the organization can do is to prepare 

generally to handle any type of incident and more specifically to handle common incident types. The 

incident categories listed below are neither comprehensive nor intended to provide definitive 

classification for incidents; rather, they simply give a basis for providing guidance on how to handle 

incidents based on their primary category:

39

+ Denial of Service—an attack that prevents or impairs the authorized use of networks, systems, or 

applications by exhausting resources 

+ Malicious Code—a virus, worm, Trojan horse, or other code-based malicious entity that infects a 

host 

+ Unauthorized Access—a person gains logical or physical access without permission to a 

network, system, application, data, or other resource 

+ Inappropriate Usage—a person violates acceptable computing use policies40

+ Multiple Component—a single incident that encompasses two or more incidents. 

Some incidents fit into more than one category. A team should categorize incidents by the transmission 

mechanism—for example: 

+ A virus that creates a backdoor should be handled as a malicious code incident, not an 

unauthorized access incident, because the malicious code was the only transmission mechanism

used. 

+ A virus that creates a backdoor that has been used to gain unauthorized access should be treated 

as a multiple component incident because two transmission mechanisms were used. 

39 Although various incident taxonomies have been proposed over the years, no consensus has emerged in the security

community as to which taxonomy is the best. The categories listed in this document are not intended to form a new

taxonomy but are simply helpful for framing discussions. For example, some taxonomies list reconnaissance activities (e.g., 

probes, scans) as an incident category; although this document does not, it addresses the significance of such activities 

within the context of other incident categories, such as denial of service attacks. 40 Acceptable use policies state what users may and may not do using the organization’s computing resources. Many policies

not only list specific actions that users may not perform (e.g., accessing pornography), but also state that users may not 

commit illegal acts through computing resources (e.g., using a stolen credit card to buy merchandise online). 

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This section focuses on recommended practices for handling any type of incident. Sections 4 through 8 

give more specific advice based on the incident categories. 

3.2.2 

 

Signs of an Incident 

For many organizations, the most challenging part of the incident response process is accurately detecting 

and assessing possible incidents—determining whether an incident has occurred and, if so, the type, 

extent, and magnitude of the problem. What makes this so challenging is a combination of three factors: 

+ Incidents may be detected through many different means, with varying levels of detail and 

fidelity. Automated detection capabilities include network-based and host-based IDSs, antivirus 

software, and log analyzers. Incidents may also be detected through manual means, such as 

problems reported by users. Some incidents have overt signs that can be easily detected, whereas 

others are almost impossible to detect without automation. 

+ The volume of potential signs of incidents is typically high; for example, it is not uncommon for 

an organization to receive thousands or even millions of intrusion detection sensor alerts per 

day.

41

+ Deep, specialized technical knowledge and extensive experience are necessary for proper and 

efficient analysis of incident-related data. In most organizations, the few people with this level of 

knowledge are probably assigned to other tasks. 

Signs of an incident fall into one of two categories: indications and precursors. A precursor is a sign that 

an incident may occur in the future. An indication is a sign that an incident may have occurred or may be 

occurring now. Too many types of indications exist to exhaustively list them, but some examples are 

listed below: 

+ The network intrusion detection sensor alerts when a buffer overflow attempt occurs against an

FTP server. 

+ The antivirus software alerts when it detects that a host is infected with a worm. 

+ The Web server crashes. 

+ Users complain of slow access to hosts on the Internet. 

+ The system administrator sees a filename with unusual characters. 

+ The user calls the help desk to report a threatening e-mail message. 

+ The host records an auditing configuration change in its log. 

+ The application logs multiple failed login attempts from an unfamiliar remote system. 

+ The e-mail administrator sees a large number of bounced e-mails with suspicious content. 

+ The network administrator notices an unusual deviation from typical network traffic flows. 

One should not think of incident detection as being strictly reactive. In some cases, the organization can 

detect activities that are likely to precede an incident. For example, a network IDS sensor may record 

41 For example, a single Web vulnerability scan against one Web server can generate hundreds of alerts on both a networkbased IDS and the Web server’s host-based IDS product. An attacker performing such a scan on ten Web servers could 

generate several thousand IDS alerts. 

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unusual port scan activity targeted at a group of hosts, which occurs shortly before a DoS attack is 

launched against one of the same hosts. The intrusion detection alerts regarding the scanning activity

serve as a precursor of the subsequent DoS incident. Other examples of precursors are as follows: 

+ Web server log entries that show the usage of a Web vulnerability scanner 

+ An announcement of a new exploit that targets a vulnerability of the organization’s mail server 

+ A threat from a hacktivist group stating that the group will attack the organization. 

Not every attack can be detected through precursors. Some attacks have no precursors, whereas other 

attacks generate precursors that the organization fails to detect. If precursors are detected, the 

organization may have an opportunity to prevent the incident by altering its security posture through 

automated or manual means to save a target from attack.

42 In the most serious cases, the organization 

may decide to act as if an incident is already occurring, so that the risk is mitigated quickly. At a 

minimum, the organization can monitor certain activity more closely—perhaps connection attempts to a 

particular host or a certain type of network traffic. 

3.2.3 Sources of Precursors and Indications 

Precursors and indications are identified using many different sources, with the most common being 

computer security software alerts, logs, publicly available information, and people. Table 3-2 lists 

common sources of precursors and indications for each category. 

Table 3-2. Common Sources of Precursors and Indications

Precursor or 

Indication Source

Description 

Computer Security Software Alerts

Network and hostbased IDS IDS products are designed to identify suspicious events and record pertinent data regarding 

them, including the date and time the attack was detected, the type of attack, the source 

and destination IP addresses, and the username (if applicable and known). Most IDS 

products use a set of attack signatures to identify malicious activity; the signatures must be

kept up to date so that the newest attacks can be detected. IDS software often produces 

false positives—alerts that indicate malicious activity is occurring, when in fact there has 

been none. Analysts should manually validate IDS alerts either by closely reviewing the

recorded supporting data or by getting related data from other sources. 

Antivirus software When it detects malicious code, antivirus software typically sends alerts to the affected host 

and a centralized antivirus console. Current antivirus products are very effective at 

detecting and eradicating or isolating malicious code if their signatures are kept up to date. 

This updating task can be overwhelming in large organizations. One way of addressing it is

to configure centralized antivirus software to push signature updates to individual hosts, 

rather than rely on hosts to be configured to pull updates. Because detection varies among 

antivirus products, some organizations use products from multiple vendors to provide better 

coverage and higher accuracy. Antivirus software should be deployed in at least two levels: 

at the network perimeter (e.g., firewalls, e-mail servers43) and at the host level (e.g., 

workstations, file servers, client software). 

 42 An example of an automated security change is intrusion prevention software, which may detect unusual reconnaissance 

activity and block subsequent related activity. An example of a manual security change is an administrator creating a new 

firewall rule to block connection attempts to a particular host. 43 NIST SP 800-45, Guidelines on Electronic Mail Security, includes guidance on deploying antivirus software to e-mail

servers. It is available at http://csrc.nist.gov/publications/nistpubs/800-45/sp800-45.pdf. 

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Precursor or 

Indication Source

Description 

File integrity

checking software 

Incidents may cause changes to important files; file integrity checking software can detect 

such changes. It works by using a hashing algorithm to obtain a cryptographic checksum 

for each designated file. If the file is altered and the checksum is recalculated, an extremely

high probability exists that the new checksum will not match the old checksum. By regularly

recalculating checksums and comparing them with previous values, changes to files can be 

detected. 

Third-party

monitoring service 

Some organizations pay a third party to monitor their publicly accessible services, such as

Web, Domain Name System (DNS) and FTP servers. The third party automatically

attempts to access each service every x minutes. If the service cannot be accessed, the 

third party alerts the organization using the methods specified by the organization, such as

phone calls, pages, and e-mails. Some monitoring services can also detect and alert on 

changes in certain resources—for example, a Web page. Although a monitoring service is 

mainly useful from an operational standpoint, it can also provide an indication of a DoS 

attack or server compromise.

Logs

Operating system, 

service and 

application logs

Logs from operating systems, services, and applications (particularly audit-related data) are 

frequently of great value when an incident occurs. Logs can provide a wealth of 

information, such as which accounts were accessed and what actions were performed. 

Unfortunately, in many incidents, the logs contain no evidence because logging was either 

disabled or configured improperly on the host. To facilitate effective incident handling, 

organizations should require a baseline level of logging on all systems, and a higher 

baseline level of logging on critical systems. All systems should have auditing turned on

and should log audit events, particularly administrative-level activity. All systems should be

checked periodically to verify that logging is functioning properly and adheres to the logging 

standards. Section 3.2.4 discusses the value of performing centralized logging. 

Network device

logs 

Logs from network devices such as firewalls and routers are not typically used as a primary

source of precursors or indications. Although these devices are usually configured to log 

blocked connection attempts, they provide little information about the nature of the activity. 

Still, they can be valuable in identifying trends (e.g., a significantly increased number of 

attempts to access a particular port) and in correlating events detected by other devices. 

Honeypot logs Some organizations are sufficiently concerned with detecting precursors of incidents that 

they have deployed deceptive measures such as honeypots so that they can collect better 

data on precursors. Honeypots are hosts that have no authorized users other than the 

honeypot administrators because they serve no business function; all activity directed at 

them is considered suspicious. Attackers will scan and attack honeypots, giving

administrators data on new trends and attack tools, particularly malicious code. However, 

honeypots are a supplement to, not a replacement for, properly securing networks, systems 

and applications. If honeypots are to be used by an organization, qualified incident handlers 

and intrusion detection analysts should manage them. The legality of honeypots has not 

been clearly established; therefore, organizations should carefully study the legal 

ramifications before planning any honeypot deployments. 

Publicly Available Information 

Information on new

vulnerabilities and 

exploits 

Keeping up with new vulnerabilities and exploits can prevent some incidents from occurring

and assist in the detection and analysis of new attacks. Several organizations, such as 

FedCIRC, CERT®

/CC, IAIP,

44 and the Department of Energy’s Computer Incident Advisory

Capability (CIAC),45 periodically provide threat update information through briefings, Web 

postings, and mailing lists. 

 44 http://www.nipc.gov 45 http://www.ciac.org/ciac

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Precursor or 

Indication Source

Description 

Information on 

incidents at other 

organizations 

Reports of incidents that have occurred at other organizations can provide a wealth of 

information. There are Web sites and mailing lists where incident response teams and 

security professionals can share information regarding reconnaissance and attacks that 

they have seen. In addition, some organizations acquire, consolidate, and analyze logs and 

intrusion detection alerts from many other organizations.46

People

People from within 

the organization

Users, system administrators, network administrators, security staff, and others from within 

the organization may report signs of incidents. It is important to validate all such reports. 

Not only do users generally lack the knowledge to determine if an incident is occurring, but 

also even the best-trained technical experts make mistakes. One approach is to ask people 

who provide such information how confident they are of the accuracy of the information. 

Recording this estimate along with the information provided can help considerably during 

incident analysis, particularly when conflicting data is discovered. 

People from other 

organizations 

Although few reports of incidents will originate from people at other organizations, they

should be taken very seriously. A classic example is a hacker who identifies a serious 

vulnerability in a system and either informs the organization directly or publicly announces 

the issue. Another possibility is that the organization might be contacted by an external

party claiming someone at the organization is attacking it. External users may also report 

other indications, such as a defaced Web page or an unavailable service. Other incident 

response teams also may report incidents. It is important to have mechanisms in place for 

external parties to report indications and for trained staff to monitor those mechanisms 

carefully; this may be as simple as setting up a phone number and e-mail address, 

configured to forward messages to the help desk. 

3.2.4

 

Incident Analysis

Incident detection and analysis would be easy if every precursor or indication were guaranteed to be 

accurate; unfortunately, this is not the case. For example, user-provided indications such as a complaint 

of a server being unavailable are often incorrect. Intrusion detection systems are notorious for producing 

large numbers of false positives—incorrect indications. These examples demonstrate what makes 

incident detection and analysis so difficult: each indication should be evaluated to determine if it is 

legitimate. Making matters worse, the total number of indications from human and automated sources 

may be thousands or millions a day. Finding the few real security incidents that occurred out of all the 

indications can be a daunting task. 

Even if an indication is accurate, it does not necessarily mean that an incident has occurred. Some 

indications, such as a Web server crash or modification of critical files, could happen for several reasons 

other than a security incident, including human error. Given the occurrence of indications, however, it is 

reasonable to suspect that an incident might be occurring and to act accordingly. In general, incident 

handlers should assume that an incident is occurring until they have determined that it is not. 

Determining whether a particular event is actually an incident is sometimes a matter of judgment. It may

be necessary to collaborate with other technical and information security personnel to make a decision. In 

many instances, a situation should be handled the same way regardless of whether it is security related. 

For example, if an organization is losing Internet connectivity every 12 hours and no one is certain of the 

cause, the staff would want to resolve the problem just as quickly and would use the same resources to 

diagnose the problem, regardless of its cause. 

Some incidents are easy to detect, such as an obviously defaced Web page. However, many incidents are 

not associated with such clear symptoms. Skilled attackers are careful to cover their tracks, and even 

unskilled attackers are becoming more difficult to detect because the tools that they use are more 

46 The Internet Storm Center (http://isc.incidents.org) is a free source of trend information.

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sophisticated and stealthy. Small signs such as one change in one system configuration file may be the 

only indications that an incident has occurred. In incident handling, detection may be the most difficult 

task. Incident handlers are responsible for analyzing ambiguous, contradictory, and incomplete 

symptoms to determine what has happened. Although technical solutions exist that can make detection 

somewhat easier, the best remedy is to build a team of highly experienced and proficient staff members 

who can analyze the precursors and indications effectively and efficiently and take appropriate actions. 

Without a well-trained and capable staff, incident detection and analysis will be conducted inefficiently, 

and costly mistakes will be made. 

The incident response team should work quickly to analyze and validate each incident, documenting each 

step taken. When the team believes that an incident has occurred, the team should rapidly perform an 

initial analysis to determine the incident’s scope, such as which networks, systems, or applications are 

affected; who or what originated the incident; and how the incident is occurring (e.g., what tools or attack 

methods are being used, what vulnerabilities are being exploited). The initial analysis should provide 

enough information for the team to prioritize subsequent activities, such as containment of the incident 

and deeper analysis of the effects of the incident. When in doubt, incident handlers should assume the 

worst until additional analysis indicates otherwise.47

Performing the initial analysis and validation is challenging. The following are recommendations for 

making incident analysis easier and more effective: 

+ Profile Networks and Systems. Profiling is one of the best technical measures for aiding in

incident analysis. Profiling is measuring the characteristics of expected activity so that changes 

to it can be more easily identified. Examples of profiling are running file integrity checking 

software on hosts to derive checksums for critical files and monitoring network bandwidth usage 

and host resource usage to determine what the average and peak usage levels are on various days

and times. If the profiling process is automated, changes to activity can be detected and reported 

to administrators quickly. In practice, it is difficult to detect incidents accurately using most 

profiling techniques; organizations should use profiling as one of several detection and analysis

techniques. 

+ Understand Normal Behaviors. Incident response team members should study networks, 

systems, and applications to gain a solid understanding of what their normal behavior is so that

abnormal behavior can be recognized more easily. Many intrusion detection analysts have been 

told at some point to identify unusual occurrences. Without a solid understanding of what 

“usual” is, “unusual” is very difficult to define. No incident handler will have a comprehensive 

knowledge of all behavior throughout the environment, but handlers should know which experts 

could fill in the gaps. 

One way to gain this knowledge is through reviewing log entries and security alerts. This may be 

tedious if filtering is not used to condense the logs to a reasonable size. As handlers become

more familiar with the logs and alerts, they should be able to focus on unexplained entries, which 

are usually more important to investigate and more interesting. Conducting frequent log reviews 

should keep the knowledge fresh, and the analyst should be able to notice trends and changes 

over time. The reviews also give the analyst an indication of the reliability of each source. 

Reviewing logs and investigating interesting entries are also good preparation for handling 

incidents, which requires these skills. 

 47 Some organizations use a different model for incident response, in which the incident response team is not asked to respond 

to an incident until others within the organization (e.g., system, network, or security administrators) have validated that the

incident is legitimate. Both models are effective; organizations should select the appropriate model based primarily on staff 

resources and skills. 

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+ Use Centralized Logging and Create a Log Retention Policy. Information regarding an 

incident may be recorded in several places, such as firewall, router, network IDS, host IDS, and 

application logs. Organizations should deploy one or more centralized logging servers and 

configure logging devices throughout the organization to send duplicates of their log entries to the 

centralized logging servers. Incident handlers benefit by having all pertinent log entries available 

together. This consolidation also provides secure storage for logs, which reduces the impact of 

attackers disabling logging or modifying logs on individual hosts that they compromise. In 

addition, creating and implementing a log retention policy that specifies how long log data should 

be maintained may be extremely helpful in analysis because older log entries may show 

reconnaissance activity or previous instances of similar attacks. Another reason for retaining logs 

is that incidents may not be discovered until days, weeks, or even months later. The length of 

time to maintain log data is dependent on several factors, including the organization’s data 

retention policies and the volume of data. Generally, log data should be retained for at least a few 

weeks, preferably for at least a few months. 

+ Perform Event Correlation. Evidence of an incident may be captured in several logs. Each log 

may contain different types of data regarding the incident—a firewall log may have the source IP 

address that was used, whereas an application log may contain a username. A network intrusion 

detection sensor may detect that an attack was launched against a particular host, but it may not

know if the attack was successful. The analyst may need to examine the host’s logs to determine 

that information. Correlating events among multiple indication sources can be invaluable in 

validating whether a particular incident occurred, as well as rapidly consolidating the pieces of 

data. Using centralized logging makes event correlation easier and faster because it pulls together 

data from networks, hosts, services, applications, and security devices. 

+ Keep All Host Clocks Synchronized. Protocols such as the Network Time Protocol (NTP) 

synchronize clocks among hosts.48 This is important for incident response because event 

correlation will be more difficult if the devices reporting events have inconsistent clock settings. 

From an evidentiary standpoint, it is highly preferable to have consistent timestamps in logs—for 

example, to have three logs that show an attack occurred at 12:07:01 a.m., rather than logs that 

list the attack as occurring at 12:07:01, 12:10:35, and 11:07:06. 

+ Maintain and Use a Knowledge Base of Information. The knowledge base should include

information that handlers need for referencing quickly during incident analysis. Although it is 

possible to build a knowledge base with a complex structure, a simple approach can be effective. 

Text documents, spreadsheets, and relatively simple databases provide effective and flexible 

mechanisms for sharing data among team members. Appendix G provides pointers to documents 

that may be of use during protocol analysis, such as commonly used port numbers. The 

knowledge base should also contain other information, including the following:

– Links to malicious code and hoax information; the most comprehensive and up-to-date 

sources are typically the major antivirus software vendors 

– Links to lists of domains that have been blacklisted for sending spam

– Explanations of the significance and validity of precursors and indications, such as intrusion 

detection alerts, operating system log entries, and application error codes. 

+ Use Internet Search Engines for Research. Comprehensive Internet search engines such as 

Google and AltaVista can help analysts find information on unusual activity, particularly

 48 More information on NTP is available at http://www.ntp.org. 

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scanning. For example, an analyst may see some unusual scans targeting Transmission Control 

Protocol (TCP) port 22912. Performing a search on the terms “TCP,” “port,” and “22912” may 

return some hits that contain logs of similar activity or even an explanation of the significance of 

the port number. Because most public mailing lists related to incident response or intrusion 

detection have Web-based archives, Internet search engines will include list archives in their 

searches. Handlers may want to search private mailing lists and forums that they can access and 

to contact other CSIRTs to ask them if they have seen such activity. 

+ Run Packet Sniffers to Collect Additional Data. Sometimes the indications do not record 

enough detail to permit the handler to understand what is occurring. If an incident is occurring 

over a network, the fastest way to collect the necessary data may be to have a packet sniffer 

capture network traffic. Configuring the sniffer to record traffic that matches specified criteria 

should keep the volume of data manageable and minimize the inadvertent capture of other 

information. Because of privacy concerns, some organizations may require incident handlers to 

request and receive permission before using packet sniffers. Sniffers can provide the purest and 

most complete data about network-based attacks. Some incidents are very difficult to resolve 

without using a sniffer. 

+ Consider Filtering the Data. In many organizations, there is simply not enough time to review 

and analyze all the indications. When presented with large volumes of data, it is human nature to 

be overwhelmed and, in many cases, simply ignore the data. To promote effective incident 

detection, it is necessary to overcome that reaction and ensure that at least the most suspicious 

activity is investigated. One effective strategy is to filter indications so that categories of 

indications that tend to be insignificant are not shown to the indication analyst. Another strategy 

is to filter indications so that only categories of indications that are of the highest significance are 

shown to the analyst. This approach is dangerous, however, because new malicious activity may

not fall into one of the chosen indication categories. Nevertheless, this approach is better than not 

reviewing the indications at all. 

+ Consider Experience as Being Irreplaceable. For example, determining the intent of activity is 

often challenging. Imagine that a handler sees some unusual activity involving a DNS server—

not an attack, but some unusual traffic patterns and port numbers. Is this reconnaissance for an 

impending attack against DNS server—or against another server, using the DNS server as an 

intermediary? Or could it be benign traffic created by a load balancer? There are several 

possible explanations for the data, and handlers may lack sufficiently detailed information to 

conclusively determine which explanation is correct. The best way to determine the intent of 

suspicious activity is to gain as much incident handling experience as possible. Incident analysis 

is a demanding technical activity, but also a bit of an art form. An experienced handler can 

review the data and quickly get an intuitive sense of the significance of the incident. 

+ Create a Diagnosis Matrix for Less Experienced Staff. Such a matrix may be most helpful for 

help desk staff, system administrators, and others who perform their own analysis of precursors 

and indications. It may also be helpful for new intrusion detection analysts and incident response 

team members. Table 3-3, which is an excerpt of a sample diagnosis matrix, lists potential 

symptoms on the left side and incident categories across the top. The boxes within the matrix

indicate which symptoms are typically associated with each incident category and how strongly

that symptom is associated with the category. The strength can be listed in any way that will be 

helpful—from “yes” or “no” to a percentage. The matrix provides guidance for less experienced 

staff members who may see the symptoms but cannot identify the likely underlying cause. The 

matrix also can be used as a training tool. The matrix should be even more valuable if it also has 

supporting text, such as a brief justification of each matrix entry and advice on how to validate 

each type of incident. 

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Table 3-3. Excerpt of a Sample Diagnosis Matrix 

Symptom Denial of 

Service 

Malicious 

Code

Unauthorized

Access

Inappropriate

Usage 

Files, critical, access attempts Low Medium High Low

Files, inappropriate content Low Medium Low High 

Host crashes Medium Medium Medium Low

Port scans, incoming, unusual High Low Medium Low

Port scans, outgoing, unusual Low High Medium Low

Utilization, bandwidth, high High Medium Low Medium

Utilization, e-mail, high Medium High Medium Medium

+ Seek Assistance From Others. Occasionally, the team will be unable to determine the full cause 

and nature of an incident. If the team lacks sufficient information to contain and eradicate the 

incident, then it should consult with internal resources (e.g., information security staff) and 

external resources (e.g., FedCIRC, other CSIRTs, contractors with incident response expertise) 

for analysis, containment, and eradication assistance. It is important to accurately determine the 

cause of each incident so that it can be fully contained and the exploited vulnerabilities can be 

mitigated to prevent similar incidents from occurring. 

3.2.5

 

Incident Documentation

As soon as an incident response team suspects that an incident is occurring or has occurred, it is important 

to immediately start recording all facts regarding the incident.49 A logbook is an effective and simple 

medium for this, but personal digital assistants (PDAs), laptops, audio recorders, and digital cameras can 

also serve this purpose.50 Documenting system events, telephone conversations, and observed changes in 

files can lead to a more efficient, more systematic, and less error-prone handling of the problem. Every

step taken from the time the incident was detected to its final resolution should be documented and 

timestamped. Every document regarding the incident should be dated and signed by the incident handler. 

Information of this nature can also be used as evidence in a court of law if legal prosecution is pursued. 

Whenever possible, handlers should work in teams of at least two: one person can record and log events 

while the other person performs the technical tasks. Section 3.3.2 presents more information about 

evidence. 

The incident response team should maintain records about the status of incidents, along with other 

pertinent information.51 Using an application or a database for this purpose is necessary to ensure that 

incidents are handled and resolved in a timely manner.52 For example, an incident handler may receive an 

urgent call pertaining to an incident that was addressed the previous day by a handler who has just left on 

vacation. The handler can quickly become familiar with the incident by accessing the incident database, 

which should contain information on the following: 

49 Incident handlers should log only the facts regarding the incident, not personal opinions or conclusions. Subjective material 

should be presented in incident reports, not recorded as evidence. 50 Consider the admissibility of evidence collected with a device before using it. For example, any devices that are potential

sources of evidence should not themselves be used to record other evidence. 51 Appendix C contains a suggested list of data fields to collect when incidents are reported. Also, the CERT®/CC document 

State of the Practice of Computer Security Incident Response Teams (CSIRTs) provides several sample incident reporting 

forms. The document is available at http://www.cert.org/archive/pdf/03tr001.pdf. 52 Purdue University has created the Center for Education and Research in Information Assurance and Security (CERIAS)

Incident Response Database (CIRDB), which provides a mechanism for recording incident-related data and tracking 

incidents. The CIRDB is available at https://cirdb.cerias.purdue.edu/website. 

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+ The current status of the incident 

+ A summary of the incident 

+ Actions taken by all incident handlers on this incident

+ Contact information for other involved parties (e.g., system owners, system administrators) 

+ A list of evidence gathered during the incident investigation 

+ Comments from incident handlers 

+ Next steps to be taken (e.g., waiting for a system administrator to patch an application).53

The incident response team should take care to safeguard data related to incidents because it often 

contains sensitive information—for example, data on exploited vulnerabilities, recent security breaches, 

and users that may have performed inappropriate actions. To reduce the risk of sensitive information 

being released inappropriately, the team should ensure that access to incident data is restricted properly. 

For example, only authorized personnel should have access to the incident database. E-mails regarding 

an incident, as well as documents such as incident reports, should be encrypted so that only the sender and 

intended recipients can read them. 

3.2.6

 

Incident Prioritization

Prioritizing the handling of the incident is perhaps the most critical decision point in the incident handling 

process. Incidents should not be handled on a first-come, first-served basis as a result of resource 

limitations. Instead, handling should be prioritized based on two factors: 

+ Current and Potential Technical Effect of the Incident. Incident handlers should consider not 

only the current negative technical effect of the incident (e.g., unauthorized user-level access to

data), but also the likely future technical effect of the incident if it is not immediately contained 

(e.g., root compromise). For example, a worm spreading among workstations may currently

cause a minor impact, but within a few hours the worm traffic may cause a major network outage. 

+ Criticality of the Affected Resources. Resources affected by an incident (e.g., firewalls, Web 

servers, Internet connectivity, user workstations, and applications) have different significance to 

the organization. The criticality of a resource is based primarily on its data or services, users, 

trust relationships and interdependencies with other resources, and visibility (e.g., a public Web 

server versus an internal department Web server). Many organizations have already determined 

resource criticality through their business continuity planning efforts or their Service Level 

Agreements (SLA), which state the maximum time for restoring each key resource. When 

possible, the incident response team should acquire and reuse existing valid data on resource 

criticality.

54

53 The Trans-European Research and Education Networking Association (TERENA) has developed RFC 3067, TERENA's 

Incident Object Description and Exchange Format Requirements (http://www.ietf.org/rfc/rfc3067.txt). The document 

provides recommendations for what information should be collected for each incident. The IETF Extended Incident 

Handling (inch) Working Group (http://www.ietf.org/html.charters/inch-charter.html) has created two Internet-Draft

documents that expand on TERENA’s work—Requirements for Format for INcident Report Exchange (FINE) 

(http://www.ietf.org/internet-drafts/draft-ietf-inch-requirements-02.txt, expires April 2004) and The Incident Data Exchange 

Format Data Model and XML Implementation (http://www.ietf.org/internet-drafts/draft-ietf-inch-iodef-02.txt, expires March 

2004). The latter document presents a proposed XML implementation of an incident response data model. 54 A fundamental concept of business continuity planning is Business Impact Analysis (BIA), which refers to determining the 

impact of particular events. BIA information for an organization may be directly applicable to incident prioritization. 

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Combining the criticality of the affected resources and the current and potential technical effect of the 

incident determines the business impact of the incident—for example, root compromise of a user 

workstation might result in a minor loss of productivity, whereas unauthorized user-level access to a 

public Web server could result in a major loss of revenue, productivity, access to services, reputation, and 

the release of confidential data (e.g., credit card numbers, Social Security numbers). The team should

prioritize the response to each incident based on its estimate of the business impact caused by the 

incident. For example, inappropriate usage incidents that are not security related typically do not need to 

be handled as quickly as other types of incidents because their business impact is relatively low. 

(Section 7 provides guidance on prioritizing such incidents.) 

Organizations should document prioritization guidelines in a format such as the sample matrix shown in 

Table 3-4. The column headings list the resource criticality, and the row headings list the technical 

impact categories. Each value within the matrix specifies the maximum time that the incident response 

team has to begin their response to the incident. This can be thought of as an SLA for incident response. 

Generally, the SLA does not specify a maximum time for resolving the incident because the length of 

time needed to handle an incident varies widely and is usually somewhat out of the incident team’s 

control. Organizations should customize the matrix based on their own needs and their approach to 

identifying resource criticality. For example, an organization may have several criticality classifications. 

Minor incidents, such as a virus infection that does no damage, may best be handled by the local IT staff 

instead of the incident response team. It may also be desirable to establish two versions of the matrix: one 

for incidents that occur during the standard workday, and another for incidents that occur off-hours. 

Table 3-4. Sample Incident Response SLA Matrix 

Criticality of Resources Currently Impacted or 

Likely To Be Impacted by the Incident

Current Impact or Likely

Future Impact of the Incident

High (e.g., Internet 

Connectivity,

Public Web Servers,

Firewalls, Customer

Data) 

Medium (e.g., System 

Administrator

Workstations, File and 

Print Servers, XYZ 

Application Data) 

Low (e.g., User 

Workstations) 

Root-level access 15 minutes 30 minutes 1 hour 

Unauthorized data modification 15 minutes 30 minutes 2 hours 

Unauthorized access 

to sensitive data 

15 minutes 1 hour 1 hour 

Unauthorized user-level access 30 minutes 2 hours 4 hours 

Services unavailable 30 minutes 2 hours 4 hours 

Annoyance55 30 minutes Local IT staff Local IT staff 

More than one matrix entry may apply to an incident if it affects multiple resources (e.g., systems, 

applications, data). The incident handler can identify all applicable matrix entries and follow the most 

urgent action first. For example, if malicious code has provided unauthorized user-level data access of a 

high criticality resource (30-minute response) and system compromise of a low criticality resource (onehour response), the handlers should address the issue on the high criticality resource first and then address 

the low criticality resource. The handlers may want to look at the low criticality resource sooner than the 

designated one-hour maximum, particularly if the team believes that it may have information helpful in

handling the incident with the other resource. 

 55 This impact category refers to incidents that have no negative impact other than annoying users. An example is a malicious

code infection that simply displays a message to the user’s screen once an hour. 

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The matrix approach encourages organizations to consider carefully how the incident response team

should react under various circumstances. By providing a framework for making incident handling 

decisions, the matrices save incident handlers time. During an incident, handlers are often under great 

stress, and decision-making can be challenging. Incident handlers should have discretion to deviate from

the matrix based on their judgment, especially when unforeseen or unusual circumstances occur. 

Organizations should also establish an escalation process for those instances when the team does not 

respond to an incident within the designated time. This can happen for many reasons: for example, cell 

phones and pagers may fail, people may have personal emergencies, or an incident handler may fall back 

to sleep after answering a call in the middle of the night. The escalation process should state how long a 

person should wait for a response and what the person should do if no response occurs. Generally, the 

first step is to duplicate the initial contact, such as calling the same cell phone numbers. After waiting for 

a brief time—perhaps 15 minutes—the caller should escalate the incident to a higher level, such as the 

incident response team manager. If that person does not respond within a certain time, then the incident 

should be escalated again to a higher level of management. This process should be repeated until 

someone responds. 

3.2.7

 

Incident Notification

When an incident is analyzed and prioritized, the incident response team needs to notify the appropriate 

individuals within the organization and, occasionally, other organizations.56 Timely reporting and 

notification enable all those who need to be involved to play their roles. Given the magnitude and 

complexity of today’s information security threats, cooperative incident response is likely the most 

effective approach. Incident response policies should include provisions concerning incident reporting—

at a minimum, what must be reported to whom and at what times (e.g., initial notification, regular status 

updates). The exact reporting requirements vary among agencies, but parties that are typically notified 

include— 

+ CIO 

+ Head of information security

+ Local information security officer 

+ Other incident response teams within the organization

+ System owner 

+ Human resources (for cases involving employees, such as harassment through e-mail) 

+ Public affairs (for incidents that may generate publicity) 

+ Legal department (for incidents with potential legal ramifications). 

During the handling of an incident, the team may need to notify certain parties frequently of the current 

status of the incident. In some cases, such as a major malicious code infection, the team may need to send 

organizationwide updates. The team should plan and prepare several communication methods, and select 

the methods that are appropriate for a particular incident. For example, if the e-mail server has been 

overwhelmed by malicious code, the team should not send incident updates by e-mail. Possible 

communication methods include— 

56 Section 2.3.2 provides more information on communicating with external parties.

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+ E-mail 

+ Web site (Intranet-based) 

+ Telephone calls 

+ In person (e.g., daily briefings) 

+ Voice mailbox greeting (e.g., set up a separate voice mailbox for incident updates, and update the 

greeting message to reflect the current incident status) 

+ Paper (e.g., post notices on bulletin boards and doors, hand out notices at all entrance points). 

3.3 Containment, Eradication, and Recovery

Figure 3-3. Incident Response Life Cycle (Containment, Eradication, and Recovery) 

3.3.1 Choosing a Containment Strategy

When an incident has been detected and analyzed, it is important to contain it before the spread of the 

incident overwhelms resources or the damage increases. Most incidents require containment, so it is 

important to consider it early in the course of handling each incident. An essential part of containment is 

decision-making (e.g., shut down a system, disconnect it from a wired or wireless network, disconnect its 

modem cable, disable certain functions). Such decisions are much easier to make if strategies and 

procedures for containing the incident have been predetermined. Organizations should define acceptable 

risks in dealing with incidents and develop strategies accordingly.

Containment strategies vary based on the type of incident. For example, the overall strategy for 

containing an e-mail-borne virus infection is quite different from that of a network-based distributed 

denial of service attack. Sections 4 through 8 of this document provide specific guidance on containing 

several types of incidents. It is highly recommended that organizations create separate containment 

strategies for each major type of incident. The criteria should be documented clearly to facilitate quick 

and effective decision-making. Criteria for determining the appropriate strategy include— 

+ Potential damage to and theft of resources 

+ Need for evidence preservation 

+ Service availability (e.g., network connectivity, services provided to external parties) 

+ Time and resources needed to implement the strategy

+ Effectiveness of the strategy (e.g., partially contains the incident, fully contains the incident) 

+ Duration of the solution (e.g., emergency workaround to be removed in four hours, temporary

workaround to be removed in two weeks, permanent solution). 

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In certain cases, some organizations delay the containment of an incident so that they can monitor the 

attacker’s activity, usually to gather additional evidence. The incident response team should discuss 

delayed containment with its legal department to determine if it is feasible. If an organization knows that 

a system has been compromised and allows the compromise to continue, it may be liable if the attacker 

uses the compromised system to attack other systems. The delayed containment strategy is dangerous 

because an attacker could escalate unauthorized access or compromise other systems in a fraction of a 

second. Only a highly experienced incident response team that can monitor all of the attacker’s actions 

and disconnect the attacker in a matter of seconds should attempt this strategy. Even then, the value of 

delayed containment is usually not worth the high risk that it poses. 

Another potential issue regarding containment is that some attacks may cause additional damage when 

they are contained. For example, a compromised host may run a malicious process that pings another 

host periodically. When the incident handler attempts to contain the incident by disconnecting the 

compromised host from the network, the subsequent pings will fail. As a result of the failure, the 

malicious process may overwrite all the data on the host’s hard drive. Handlers should not assume that 

just because a host has been disconnected from the network, further damage to the host has been 

prevented. 

3.3.2 

 

Evidence Gathering and Handling 

Although the primary reason for gathering evidence during an incident is to resolve the incident, it may

also be needed for legal proceedings. In such cases, it is important to clearly document how all evidence, 

including compromised systems, has been preserved.

57 Evidence should be collected according to 

procedures that meet all applicable laws and regulations, developed from previous discussions with legal 

staff and appropriate law enforcement agencies, so that it should be admissible in court.58 In addition,

evidence should be accounted for at all times; whenever evidence is transferred from person to person, 

chain of custody forms should detail the transfer and include each party’s signature. A detailed log 

should be kept for all evidence, including the following: 

+ Identifying information (e.g., the location, serial number, model number, hostname, media access 

control (MAC) address, and IP address of a computer) 

+ Name, title, and phone number of each individual who collected or handled the evidence during 

the investigation 

+ Time and date (including time zone) of each occurrence of evidence handling 

+ Locations where the evidence was stored. 

Collecting evidence from computing resources presents some challenges. It is generally desirable to 

acquire evidence from a system of interest as soon as one suspects that an incident may have occurred. 

Many incidents cause a dynamic chain of events to occur; an initial system snapshot may do more good in

identifying the problem and its source than most other actions that can be taken at this stage. From an 

evidentiary standpoint, it is much better to get a snapshot of the system as-is rather than doing so after 

incident handlers, system administrators, and others have inadvertently altered the state of the machine 

57 Evidence gathering and handling is not typically performed for every incident that occurs; for example, most malicious code 

incidents do not merit evidence acquisition. In many organizations, computer forensics is not needed for most incidents. 58 Searching and Seizing Computers and Obtaining Electronic Evidence in Criminal Investigations, from the Computer Crime 

and Intellectual Property Section (CCIPS) of the Department of Justice (DOJ), provides legal guidance on evidence 

gathering. The document is available at http://www.cybercrime.gov/s&smanual2002.htm. Another helpful document is 

Best Practices for Seizing Electronic Evidence, available from the U.S. Secret Service at

http://www.secretservice.gov/electronic_evidence.shtml. 

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during the investigation. Users and system administrators should be made aware of the steps that they

should take to preserve evidence. 

Before copying the files from the affected host, it is often desirable to capture volatile information that 

may not be recorded in a file system or image backup, such as current network connections, processes, 

login sessions, open files, network interface configurations, and the contents of memory. This data may

hold clues as to the attacker’s identity or the attack methods that were used. It is also valuable to 

document how far the local clock deviates from the actual time. However, risks are associated with 

acquiring information from the live system. Any action performed on the host itself will alter the state of 

the machine to some extent. Also, the attacker may currently be on the system and notice the handler’s

activity, which could have disastrous consequences. 

A well-trained and careful incident handler should be able to issue only the minimum commands needed 

for acquiring the dynamic evidence without inadvertently altering other evidence. A single poorly chosen 

command can irrevocably destroy evidence; for example, simply displaying the directory contents can 

alter the last access time on each listed file. Furthermore, running commands from the affected host is 

dangerous because they may have been altered or replaced (e.g., Trojan horses, rootkits) to conceal 

information or cause additional damage. Incident handlers should use a write-protected floppy or a CD 

that contains trusted commands and all dependent files so that all necessary commands can be run without 

using the affected host’s commands. Incident handlers can also use write blocker programs that prevent 

the host from writing to its hard drives. 

After acquiring volatile data, an incident handler with computer forensics training should immediately

make a full disk image to sanitized write-protectable or write-once media. A disk image preserves all 

data on the disk, including deleted files and file fragments. If it is possible that evidence may be needed 

for prosecution or internal disciplinary actions, the handlers should make at least two full images, label 

them properly, and securely store one of the images to be used strictly as evidence. (All evidence, not just 

disk images, should be tagged and stored in a secure location.) Occasionally, handlers may acquire and 

secure the original disk as evidence; the second image can then be restored to another disk as part of 

system recovery. 

Obtaining a disk image is superior to a standard file system backup for computer forensic purposes 

because it records more data. Imaging is also preferable because it is much safer to analyze an image than 

it is to perform analysis on the original resource—the analysis may inadvertently alter or damage the 

original. If the business impact of taking down the system outweighs the risk of keeping the system

operational, disk imaging may not be possible. A standard file system backup can capture information on 

existing files, which may be sufficient for handling many incidents, particularly those that are not 

expected to lead to prosecution. Both disk imaging and file system backups are valuable regardless of 

whether the attacker will be prosecuted because they permit the target to be restored while the 

investigation continues using the image or backup. 

Computer forensic software is valuable not only for acquiring disk images, but also for automating much 

of the analysis process, such as— 

+ Identifying and recovering file fragments and hidden and deleted files and directories from any 

location (e.g., used space, free space, slack space) 

+ Examining file structures, headers, and other characteristics to determine what type of data each 

file contains, instead of relying on file extensions (e.g., .doc, .jpg, .mp3) 

+ Displaying the contents of all graphics files 

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+ Performing complex searches 

+ Graphically displaying the acquired drive’s directory structure 

+ Generating reports. 

During evidence acquisition, it is often prudent to acquire copies of supporting log files from other 

resources—for example, firewall logs that show what IP address an attacker used. As with hard drive and 

other media acquisition, logs should be copied to sanitized write-protectable or write-once media. One 

copy of the logs should be stored as evidence, whereas a second copy could be restored to another system

for further analysis. Many incident handlers create a message digest for log files and other pieces of 

digital evidence; this refers to generating a cryptographic checksum for a file. If the file is modified and 

the checksum is recalculated, there is only an infinitesimal chance that the checksums will be the same. 

Message digests should be generated using software and a message digest algorithm that are FIPS 140-2 

and FIPS 180-2 validated.59 (Message digests are also useful for other computer forensic purposes—for 

example, when acquiring media, handlers can generate checksums of the original media and the 

duplicates to show that integrity was maintained during imaging.) Incident handlers should also 

document the local clock time on each logging host and what deviation, if any, there is from the actual 

time. 

To assist in incident analysis, handlers may want to duplicate an aspect of an incident that was not 

adequately recorded. For example, a user visited a malicious Web site, which then compromised the 

workstation. The workstation contains no record of the attack. A handler may be able to determine what 

happened by setting up another workstation and contacting the same Web site while using packet sniffers

and host-based security software to record and analyze the activity. Handlers should be very careful 

when duplicating such attacks so that they do not inadvertently cause another incident to occur. 

Another example in which incident duplication may occur is when an internal user is suspected of 

downloading inappropriate files. If the firewall has recorded which FTP servers the user visited, an 

incident handler may decide to access the same FTP servers to determine the types of materials they

contain and whether the filenames on the user’s workstation correspond to filenames on the FTP servers. 

Handlers should only consider accessing external services if they are available to the public (e.g., FTP 

server that permits anonymous logons). Although it may be acceptable to monitor network traffic to 

determine what FTP account and password a user provided, it is usually not acceptable to reuse that 

information to gain access to the FTP server. 

3.3.3

 

Identifying the Attacker

During incident handling, system owners and others typically want to identify the attacker. Although this 

information can be important, particularly if the organization wants to prosecute the attacker, incident 

handlers should stay focused on containment, eradication, and recovery. Identifying the attacker can be a 

time-consuming and futile process that can prevent a team from achieving its primary goal—minimizing 

the business impact. The following items describe the most commonly performed activities for attacker 

identification: 

+ Validating the Attacker’s IP Address. New incident handlers often focus on the attacker’s IP 

address. The handler may attempt to validate that the address was not spoofed by using pings, 

59 FIPS 180-2 is titled the Secure Hash Standard. The Secure Hash Algorithm (SHA-1) is an example of a popular message 

digest algorithm that is FIPS 140-2 and FIPS 180-2 validated. See http://csrc.nist.gov/cryptval/140-1/1401val.htm for

information on FIPS 140-2 validation, and http://csrc.nist.gov/publications/fips/fips180-2/fips180-2.pdf for the FIPS 180-2 

standard. 

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traceroutes, or other methods of verifying connectivity. However, this is not helpful because at 

best it indicates that a host at that address responds to the requests. A failure to respond does not 

mean the address is not real—for example, a host may be configured to ignore pings and 

traceroutes. The attacker may have received a dynamic address (e.g., from a dialup modem pool) 

that has already been reassigned to someone else. More importantly, if the IP address is real and 

the team pings it, the attacker may be tipped off that the organization has detected the activity. If 

this occurs before the incident has been fully contained, the attacker could cause additional 

damage, such as wiping out hard drives with evidence of the attack. The team should consider 

acquiring and using IP addresses from another organization (e.g., an ISP) when performing 

actions such as address validation so that the true origin of the activity is concealed from the 

attacker.

+ Scanning the Attacker’s System. Some incident handlers do more than perform pings and

traceroutes to check an attacking IP address—they may run port scanners, vulnerability scanners, 

and other tools to attempt to gather more information on the attacker. For example, the scans 

may indicate that Trojan horses are listening on the system, implying that the attacking host itself 

has been compromised. Incident handlers should discuss this issue with legal representatives 

before performing such scans because the scans may violate organization policies or even break 

the law. 

+ Researching the Attacker Through Search Engines. In most attacks, incident handlers will 

have at least a few pieces of data regarding the possible identity of the attacker, such as a source 

IP address, an e-mail address, or an Internet relay chat (IRC) nickname. Performing an Internet 

search using this data may lead to more information on the attacker—for example, a mailing list 

message regarding a similar attack, or even the attacker’s Web site. Research such as this 

generally does not need to be performed before the incident has been fully contained. 

+ Using Incident Databases. Several groups collect and consolidate intrusion detection and 

firewall log data from various organizations into incident databases.60 Some of these databases

allow people to search for records corresponding to a particular IP address. Incident handlers 

could use the databases to see if other organizations are reporting suspicious activity from the 

same source. The organization can also check its own incident tracking system or database for

related activity. 

+ Monitoring Possible Attacker Communication Channels. Another method that some incident 

handlers use to identify an attacker is to monitor communication channels that may be used by an 

attacker. For example, attackers may congregate on certain IRC channels to brag about Web sites 

that they have defaced. However, incident handlers should treat any such information that they

acquire only as a potential lead to be further investigated and verified, not as fact.

3.3.4 

 

Eradication and Recovery

After an incident has been contained, eradication may be necessary to eliminate components of the 

incident, such as deleting malicious code and disabling breached user accounts. 61 For some incidents, 

eradication is either not necessary or is performed during recovery. In recovery, administrators restore 

systems to normal operation and (if applicable) harden systems to prevent similar incidents. Recovery

may involve such actions as restoring systems from clean backups, rebuilding systems from scratch, 

replacing compromised files with clean versions, installing patches, changing passwords, and tightening 

network perimeter security (e.g., firewall rulesets, boundary router access control lists). It is also often 

60 The Distributed Intrusion Detection System (DShield), located at http://www.dshield.org, is a free, publicly available 

incident database. 61 Sections 4 through 8 present information about eradication for each incident category. 

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desirable to employ higher levels of system logging or network monitoring as part of the recovery

process. Once a resource is successfully attacked, it is often attacked again, or other resources within the 

organization are attacked in a similar manner. Many valuable resources are available on the Internet for 

recovering and securing systems.62 Because eradication and recovery actions are typically operating 

system (OS) or application-specific, detailed recommendations and guidance regarding them are outside 

the scope of this document. 

3.4 Post-Incident Activity

Figure 3-4. Incident Response Life Cycle (Post-Incident Activity) 

3.4.1

 

Lessons Learned

One of the most important parts of incident response is also the most often omitted: learning and 

improving. Each incident response team should evolve to reflect new threats, improved technology, and 

lessons learned. Many organizations have found that holding a “lessons learned” meeting with all 

involved parties after a major incident, and periodically after lesser incidents, is extremely helpful in 

improving security measures and the incident handling process itself.63 This meeting provides a chance to 

achieve closure with respect to an incident by reviewing what occurred, what was done to intervene, and 

how well intervention worked. The meeting should be held within several days of the end of the incident. 

Questions to be answered in the lessons learned meeting include— 

+ Exactly what happened, and at what times?

+ How well did staff and management perform in dealing with the incident? Were the documented 

procedures followed? Were they adequate?

+ What information was needed sooner? 

+ Were any steps or actions taken that might have inhibited the recovery? 

+ What would the staff and management do differently the next time a similar incident occurs?

+ What corrective actions can prevent similar incidents in the future? 

+ What additional tools or resources are needed to detect, analyze, and mitigate future incidents? 

Small incidents need limited post-incident analysis, with the exception of incidents performed through 

new attack methods that are of widespread concern and interest. After serious attacks have occurred, it is 

usually worthwhile to hold post-mortem meetings that cross team and organizational boundaries to 

provide a mechanism for information sharing. The primary consideration in holding such meetings is 

62 http://csrc.nist.gov/publications/nistpubs/ provides links to the NIST Special Publications on computer security. CERT®/CC 

also provides useful documents on securing systems and recovering from incidents at http://www.cert.org/tech_tips/. 63 Multiple incidents can be covered in a single lessons learned meeting. 

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ensuring that the right people are involved. Not only is it important to invite people who have been 

involved in the incident that is being analyzed, but also it is wise to consider who should be invited for the 

purpose of facilitating future cooperation. 

The success of such meetings also depends on the agenda. Collecting input about expectations and needs 

(including suggested topics to cover) from participants before the meeting increases the likelihood that the 

participants’ needs will be met. In addition, establishing rules of order before or during the start of a 

meeting can minimize confusion and discord. Having one or more moderators who are skilled in group 

facilitation can yield a high payoff. Finally, it is also important to document the major points of 

agreement and action items and to communicate them to parties who could not attend the meeting. 

Lessons learned meetings provide other benefits. Reports from these meetings are good material for 

training new team members by showing them how more experienced team members respond to incidents. 

Updating incident response policies and procedures is another important part of the lessons learned 

process. Post-mortem analysis of the way an incident was handled will often reveal a missing step or an 

inaccuracy in a procedure, providing impetus for change. Because of the changing nature of information 

technology and changes in personnel, the incident response team should review all related documentation 

and procedures for handling incidents at designated intervals. 

Another important post-incident activity is creating a follow-up report for each incident, which can be 

quite valuable for future use. First, the report provides a reference that can be used to assist in handling 

similar incidents. Creating a formal chronology of events (including timestamped information such as log 

data from systems) is important for legal reasons, as is creating a monetary estimate of the amount of 

damage the incident caused in terms of any loss of software and files, hardware damage, and staffing 

costs (including restoring services). This estimate may become the basis for subsequent prosecution 

activity by entities such as the U.S. Attorney General’s office. Follow-up reports should be kept for a 

period of time as specified in record retention policies.64

3.4.2 

 

Using Collected Incident Data 

Lessons learned activities should produce a set of objective and subjective data regarding each incident. 

Over time, the collected incident data should be useful in several capacities. The data, particularly the 

total hours of involvement and the cost, may be used to justify additional funding of the incident response 

team. A study of incident characteristics may indicate systemic security weaknesses and threats, as well 

as changes in incident trends. This data can be put back into the risk assessment process, ultimately

leading to the selection and implementation of additional controls. Another good use of the data is 

measuring the success of the incident response team. If incident data is collected and stored properly, it 

should provide several measures of the success (or at least the activities) of the incident response team. 

Furthermore, organizations (e.g., Federal agencies) that are required to report incident information will 

need to collect the necessary data to meet their requirements. 

Organizations should focus on collecting data that is actionable, rather than collecting data simply

because it is available. For example, counting the number of precursor port scans that occur each week 

and producing a chart at the end of the year that shows port scans increased by eight percent is not very

helpful and may be quite time-consuming. Absolute numbers are not informative—understanding how 

they represent threats to the business processes of the organization is what matters. Organizations should 

decide what incident data to collect based on reporting requirements and on the expected return on 

64 General Records Schedule (GRS) 24, Information Technology Operations and Management Records, specifies that

“computer security incident handling, reporting and follow-up records” should be destroyed “3 years after all necessary

follow-up actions have been completed.” GRS 24 is available from the National Archives and Records Administration at

http://www.archives.gov/records_management/records_schedules.html. 

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investment from the data (e.g., identifying a new threat and mitigating the related vulnerabilities before 

they can be exploited.) Possible metrics for incident-related data include— 

+ Number of Incidents Handled.65 Handling more incidents is not necessarily better—for 

example, the number of incidents handled may decrease because of better network and host 

security controls, not because of negligence by the incident response team. The number of 

incidents handled is best taken as a measure of the relative amount of work that the incident 

response team had to perform, not as a measure of the quality of the team. It is more effective to 

produce separate incident counts for each incident category (e.g., unauthorized access). 

Subcategories also can be used to provide more information. For example, a growing number of 

unauthorized access incidents performed by insiders could prompt stronger policy provisions 

concerning background investigations for personnel and misuse of computing resources and 

stronger security controls on internal networks (e.g., deploying intrusion detection software to 

more internal networks and hosts). 

+ Time Per Incident. For each incident, time can be measured in several ways: 

– Total amount of labor spent working on the incident 

– Elapsed time from the beginning of the incident to its resolution 

– Elapsed time for each stage of the incident handling process (e.g., containment, recovery) 

– How long it took the incident response team to respond to the initial report of the incident. 

+ Objective Assessment of Each Incident. The response to an incident that has been resolved can 

be analyzed to determine how effective it was. The following are examples of performing an 

objective assessment of an incident: 

– Reviewing logs, forms, reports, and other incident documentation for adherence to 

established incident response policies and procedures 

– Identifying which precursors and indications of the incident were recorded to determine how 

effectively the incident was logged 

– Determining if the incident caused damage before it was detected 

– Determining if the actual cause of the incident was identified 

– Calculating the estimated monetary damage from the incident66

– Identifying which measures, if any, could have prevented the incident. 

+ Subjective Assessment of Each Incident. Incident response team members may be asked to 

assess their own performance, as well as that of other team members and of the entire team. 

Another valuable source of input is the owner of a resource that was attacked—to determine if the 

owner thinks the incident was handled efficiently and if the outcome was satisfactory.

 65 Metrics such as the number of incidents handled are generally not of value in a comparison of multiple organizations 

because each organization is likely to have defined key terms differently. For example, most organizations define “incident”

in terms of their own policies and practices. More specific metrics, such as the number of port scans, are also of little value 

in organizational comparisons. For example, it is highly unlikely that different security systems, such as network intrusion 

detection sensors, would all use the same criteria in labeling activity as a port scan. 66 Information about estimating the cost of an incident is available from the Incident Cost and Analysis Modeling Projects 

(ICAMP) Web site, located at http://www.cic.uiuc.edu/groups/ITSecurityWorkingGroup/archive/Report/ICAMP.shtml. 

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Besides using these metrics to measure the team’s success, organizations may also find it useful to 

periodically audit their incident response programs. Audits will identify problems and deficiencies that 

can then be corrected. At a minimum, an incident response audit should evaluate the following items 

against applicable regulations, policies, and best practices: 

+ Incident response policies and procedures 

+ Tools and resources 

+ Team model and structure 

+ Incident handler training and education

+ Incident documentation and reports 

+ The measures of success discussed earlier in this section. 

3.4.3 Evidence Retention

Organizations should establish policy for how long evidence from an incident should be retained. Most 

organizations choose to retain all evidence for months or years after the incident ends. The following 

factors should be considered during the policy creation: 

+ Prosecution. If it is possible that the attacker will be prosecuted, evidence may need to be 

retained until all legal actions have been completed. In some cases, this may take several years. 

Furthermore, evidence that seems insignificant now may become more important in the future. 

For example, if an attacker is able to use knowledge gathered in one attack to perform a more 

severe attack later, evidence from the first attack may be key to explaining how the second attack 

was accomplished.

+ Data Retention. Most organizations have data retention policies that state how long certain 

types of data may be kept. For example, an organization may state that e-mail messages should 

be retained for only 180 days. If a disk image contains thousands of e-mails, the organization 

may not want the image to be kept for more than 180 days unless it is absolutely necessary. As

discussed in Section 3.4.2, General Records Schedule (GRS) 24 specifies that incident handling 

records should be kept for three years. 

+ Cost. Original hardware (e.g., hard drives, compromised systems) that is stored as evidence, as

well as hard drives and other devices that are used to hold disk images, are individually

inexpensive for most organizations. However, if an organization stores dozens of such 

components for years, the cost can be substantial. The organization also must retain functional 

computers that can use the stored hardware (e.g., hard drives) and media (e.g., backup tapes); if 

the stored evidence can no longer be read, it has lost its value. 

3.5 Incident Handling Checklist 

The checklist in Table 3-5 provides the major steps to be performed in the initial handling of an incident. 

The items address only the detection and analysis of an incident; after that has been completed, incident 

handlers should use checklists that are geared toward a particular type of incident. Sections 4 through 8 

contain handling checklists for each of the five incident categories. A generic checklist is provided in 

Table 3-6 for handling incidents that do not fit into any of the categories. 

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Note that the actual steps performed may vary based on the type of incident being handled and the nature 

of individual incidents. For example, if the handler knows exactly what has happened based on analysis 

of indications (Table 3-5, Step 1.1), there may be no need to perform Steps 1.2 or 1.3 to further research 

the activity. The checklists provide guidance to handlers on the major steps that should be performed; 

they do not dictate the exact sequence of steps that should always be followed. 

Table 3-5. Initial Incident Handling Checklist 

Action Completed 

Detection and Analysis 

1. Determine whether an incident has occurred

1.1 Analyze the precursors and indications

1.2 Look for correlating information 

1.3 Perform research (e.g., search engines, knowledge base) 

1.4 As soon as the handler believes an incident has occurred, begin documenting 

 the investigation and gathering evidence 

2. Classify the incident using the categories presented in Section 3.2.1 (e.g., denial of service, 

malicious code, unauthorized access, inappropriate usage, multiple component) 

3. Follow the appropriate incident category checklist; if the incident does not fit into any of the 

categories, follow the generic checklist 

Table 3-6. Generic Incident Handling Checklist for Uncategorized Incidents 

Action Completed 

Detection and Analysis 

1. Prioritize handling the incident based on the business impact 

1.1 Identify which resources have been affected and forecast which resources will be 

 affected 

1.2 Estimate the current and potential technical effect of the incident 

1.3 Find the appropriate cell(s) in the prioritization matrix, based on the technical effect 

 and affected resources

2. Report the incident to the appropriate internal personnel and external organizations 

Containment, Eradication, and Recovery

3. Acquire, preserve, secure, and document evidence 

4. Contain the incident 

5. Eradicate the incident 

5.1 Identify and mitigate all vulnerabilities that were exploited 

5.2 Remove malicious code, inappropriate materials, and other components 

6. Recover from the incident 

6.1 Return affected systems to an operationally ready state 

6.2 Confirm that the affected systems are functioning normally 

6.3 If necessary, implement additional monitoring to look for future related activity

Post-Incident Activity

7. Create a follow-up report 

8. Hold a lessons learned meeting 

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3.6 Recommendations 

The key recommendations presented in this section for handling incidents are summarized below. 

+ Acquire tools and resources that may be of value during incident handling. The team will be 

more efficient at handling incidents if various tools and resources are already available to them. 

Examples include contact lists, encryption software, network diagrams, backup devices, computer 

forensic software, port lists, and security patches. 

+ Prevent incidents from occurring by ensuring that networks, systems, and applications are 

sufficiently secure. Preventing incidents is beneficial to the organization and also reduces the 

workload of the incident response team. Performing periodic risk assessments and reducing the 

identified risks to an acceptable level are effective in reducing the number of incidents. User, IT

staff, and management awareness of security policies and procedures is also very important. 

+ Identify precursors and indications through alerts generated by several types of computer

security software. Network and host-based intrusion detection systems, antivirus software, and 

file integrity checking software are valuable for detecting signs of incidents. Each type of

software may detect incidents that the other types of software cannot; therefore, the use of several 

types of computer security software is highly recommended. Third-party monitoring services can 

also be helpful. 

+ Establish mechanisms for outside parties to report incidents. Outside parties may want to 

report incidents to the organization; for example, they may believe that one of the organization’s 

users is attacking them. Organizations should publish a phone number and e-mail address that 

outside parties can use to report such incidents. 

+ Require a baseline level of logging and auditing on all systems, and a higher baseline level 

on all critical systems. Logs from operating systems, services, and applications frequently

provide value during incident analysis, particularly if auditing was enabled. The logs can provide 

information such as which accounts were accessed and what actions were performed. 

+ Profile networks and systems. Profiling measures the characteristics of expected activity levels 

so that changes in patterns can be more easily identified. If the profiling process is automated, 

deviations from expected activity levels can be detected and reported to administrators quickly, 

leading to faster detection of incidents and operational issues. 

+ Understand the normal behaviors of networks, systems, and applications. Team members

who understand normal behavior should be able to recognize abnormal behavior more easily. 

This knowledge can best be gained by reviewing log entries and security alerts; the handlers 

should become familiar with the typical data and can investigate the unusual entries to gain more 

knowledge. 

+ Use centralized logging and create a log retention policy. Information regarding an incident 

may be recorded in several places. Organizations should deploy centralized logging servers and 

configure devices to send duplicates of their log entries to the centralized servers. The team

benefits because it can access all log entries at once; also, changes made to logs on individual 

hosts will not affect the data already sent to the centralized servers. A log retention policy is 

important because older log entries may show previous instances of similar or related activity. 

+ Perform event correlation. Indications of an incident may be captured in several logs. 

Correlating events among multiple sources can be invaluable in collecting all the available 

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information for an incident and validating whether the incident occurred. Centralized logging

makes event correlation easier and faster. 

+ Keep all host clocks synchronized. If the devices reporting events have inconsistent clock 

settings, event correlation will be more difficult. Clock discrepancies may also cause issues from

an evidentiary standpoint.

+ Maintain and use a knowledge base of information. Handlers need to reference information 

quickly during incident analysis; a centralized knowledge base provides a consistent, 

maintainable source of information. The knowledge base should include general information, 

such as commonly used port numbers and links to virus information, as well as data on precursors 

and indications of previous incidents. 

+ Create a diagnosis matrix for less experienced staff. Help desk staff, system administrators, 

and new incident response team members may need assistance in determining what type of 

incident may be occurring. A diagnosis matrix that lists incident categories and the symptoms 

associated with each category can provide guidance as to what type of incident is occurring and 

how the incident can be validated. 

+ Start recording all information as soon as the team suspects that an incident has occurred. 

Every step taken, from the time the incident was detected to its final resolution, should be 

documented and timestamped. Information of this nature can serve as evidence in a court of law 

if legal prosecution is pursued. Recording the steps performed can also lead to a more efficient 

and systematic, and less error-prone handling of the problem. 

+ Safeguard incident data. It often contains sensitive information regarding such things as 

vulnerabilities, security breaches, and users that may have performed inappropriate actions. The 

team should ensure that access to incident data is restricted properly, both logically and 

physically. 

+ Prioritize incidents by business impact, based on the criticality of the affected resources and 

the technical impact of the incident. Because of resource limitations, incidents should not be 

handled on a first-come, first-served basis. Instead, organizations should establish written 

guidelines that outline how quickly the team must respond to the incident and what actions should 

be performed, based on the incident’s current and potential business impact. This guidance saves 

time for the incident handlers and provides a justification to management and system owners for 

their actions. Organizations should also establish an escalation process for those instances when 

the team does not respond to an incident within the designated time. 

+ Include provisions regarding incident reporting in the organization’s incident response 

policy. Organizations should specify which incidents must be reported, when they must be 

reported, and to whom. The parties most commonly notified are the CIO, head of information 

security, local information security officer, other incident response teams within the organization, 

and system owners. 

+ Establish strategies and procedures for containing incidents. It is important to contain 

incidents quickly and effectively to limit their business impact. Organizations should define 

acceptable risks in containing incidents and develop strategies and procedures accordingly. 

Containment strategies should vary based on the type of incident. 

+ Follow established procedures for evidence gathering and handling. The team should clearly

document how all evidence has been preserved. Evidence should be accounted for at all times. 

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The team should meet with legal staff and law enforcement agencies to discuss evidence 

handling, then develop procedures based on those discussions. 

+ Capture volatile data from systems as evidence. This includes lists of network connections, 

processes, login sessions, open files, network interface configurations, and the contents of 

memory. Running carefully chosen commands from trusted media can collect the necessary

information without damaging the system’s evidence. 

+ Obtain system snapshots through full forensic disk images, not file system backups. Disk 

images should be made to sanitized write-protectable or write-once media. This process is 

superior to a file system backup for investigatory and evidentiary purposes. Imaging is also 

valuable in that it is much safer to analyze an image than it is to perform analysis on the original

system because the analysis may inadvertently alter the original. 

+ Hold lessons learned meetings after major incidents. Lessons learned meetings are extremely

helpful in improving security measures and the incident handling process itself.

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4. Handling Denial of Service Incidents 

4.1 Incident Definition and Examples 

A denial of service (DoS) is an action that prevents or impairs the authorized use of networks, systems, or 

applications by exhausting resources such as central processing units (CPU), memory, bandwidth, and 

disk space. Successful DoS attacks conducted against well-known Web sites, making the Web sites 

unavailable to users, have received extensive media attention since the late 1990s.67 Other examples of 

DoS attacks include—

+ Using all available network bandwidth by generating unusually large volumes of traffic 

+ Sending malformed TCP/IP packets to a server so that its operating system will crash 

+ Sending illegal requests to an application to crash it 

+ Making many processor-intensive requests so that the server’s processing resources are fully

consumed (e.g., requests that require the server to encrypt each reply)

68

+ Establishing many simultaneous login sessions to a server so that other users cannot start login 

sessions 

+ Consuming all available disk space by creating many large files. 

Four types of DoS attacks merit a more detailed description: reflector attacks, amplifier attacks,

distributed DoS attacks, and synfloods. 

4.1.1

 

Reflector Attacks

In a reflector attack, a host sends many requests with a spoofed source address to a service on an 

intermediate host.69 (The service used is typically User Datagram Protocol (UDP) based, which makes it 

easier to spoof the source address successfully. Attackers often use spoofed source addresses because 

they hide the actual source of the attack.) That host generates a reply to each request and sends these 

replies to the spoofed address. Because the intermediate host unwittingly performs the attack, that host is 

known as a reflector. During a reflector attack, a DoS could occur to the host at the spoofed address, the 

reflector itself, or both hosts. Examples of commonly used reflector services include echo (port 7), 

chargen (port 19), DNS (port 53), Simple Network Management Protocol (SNMP) (port 161) and Internet 

Security Association and Key Management Protocol (ISAKMP) (port 500). 

In some cases, two reflectors can be used to create a self-contained DoS. An attacker can send requests to 

a reflector using the spoofed source address of another reflector. Therefore, when the first reflector 

generates its replies, it will send them to the second reflector. If the combination of reflectors is chosen 

properly, a loop can occur between the two reflectors. The earliest reflector attacks established loops 

between the echo and chargen services, but current attacks create loops among various combinations of 

reflector services. Most reflector attacks can be prevented through network-based and host-based firewall 

rulesets that reject suspicious combinations of source and destination ports. 

67 Guidance for Web server security is available from NIST SP 800-44, Guidelines on Securing Public Web Servers, at

http://csrc.nist.gov/publications/nistpubs/800-44/sp800-44.pdf. 68 Examples of services that might be misused in this manner include DNS Security Extension (DNSSEC) and Secure Origin

Border Gateway Protocol (soBGP). 69 For more information, read An Analysis of Using Reflectors for Distributed Denial-of-Service Attacks by Vern Paxson, 

(http://www.icir.org/vern/papers/reflectors.CCR.01/reflectors.html). 

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In Figure 4-1, the first diagram shows the network traffic pattern of a normal DNS query and response. 

The DNS client sends a query from its UDP port 1792 to the server’s DNS port, 53. The DNS server 

responds to the query by sending a UDP packet to the client’s UDP port 1792. The diagram in the second 

box shows a reflector attack that uses the same DNS server.70 The attacker sends a packet to the DNS 

server; however, it crafts the packet so it uses a spoofed source address, in this case j.k.l.m. The packet 

also uses an unusual source port—7. Port 7 is usually associated with echo, a reflector service. When the 

DNS server receives the packet, it generates and sends a response to the victim at the spoofed address, 

j.k.l.m. If the victim is offering the echo service, it may create a packet that echoes the received data back 

to the DNS server. This can cause a loop between the DNS server and the victim if the DNS server 

responds to the packets sent by the victim. 

Figure 4-1. Reflector Attack Using a DNS Server

4.1.2

 

Amplifier Attacks

Like a reflector attack, an amplifier attack involves sending requests with a spoofed source address to an 

intermediate host. However, an amplifier attack does not use a single intermediate host—instead, its goal 

is to use a whole network of intermediate hosts. It attempts to accomplish this action by sending an 

ICMP or UDP request to an expected broadcast address, hoping that many hosts will receive the 

broadcast and respond to it.71 Because the attacker’s request uses a spoofed source address, the responses 

are all sent to the spoofed address, which may cause a DoS for that host or the host’s network. Most 

environments block amplifier attacks by configuring border routers to not forward directed broadcasts, 

but some still permit them. This has led to the creation of smurf amplifier lists, which identify networks 

that forward directed broadcasts and attempt to educate network administrators on the dangers of this.72

70 The starburst elements in the graphics in this document mark the malicious actions performed by attackers. 71 The request used for an amplifier attack is usually an ICMP message, but UDP can also be used, particularly with the same

reflector services mentioned previously. TCP cannot be used; broadcasts are connectionless and TCP is a connectionoriented protocol, so the concept of a broadcast does not exist for TCP. 72 Smurf is a type of amplifier attack that uses ICMP messages. One example of a smurf amplifier list is available at 

http://www.netscan.org. 

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Figure 4-2 illustrates a simple ICMP-based amplifier attack. The attacker sends an ICMP ping to a target 

address. The ping packet has two noteworthy characteristics: 

+ The source IP address of the packet is spoofed as j.k.l.m, the IP address of the intended victim.

+ The destination IP address of the packet is w.x.y.255, which is likely to be a valid broadcast 

address. 

The figure shows that the ping penetrated the w.x.y network perimeter and was broadcast to w.x.y hosts. 

This activity generated numerous ping replies, which simultaneously reach the intended victim at IP 

address j.k.l.m. Attackers are likely to send crafted pings to many networks simultaneously so that the 

victim receives a larger number of simultaneous ping replies. 

Figure 4-2. Amplifier Attack

4.1.3 

 

Distributed Denial of Service Attacks 

Network bandwidth is so large for most organizations that a single attacking machine cannot cause a 

network DoS. However, attackers now perform distributed denial of service (DDoS) attacks, which 

coordinate an attack among many computers.73 If enough hosts are used, the total volume of generated 

network traffic can exhaust not only the resources of a targeted host but also the available bandwidth for 

nearly any organization. DDoS attacks have become an increasingly severe threat, and the lack of 

availability of computing and network services now translates to significant disruption and major 

financial loss. No organization can completely protect itself from DDoS attacks, but implementing the 

guidance presented in Section 4.2.2 can reduce the threat of such attacks. 

73 For more information about distributed denial of service attacks, see Dave Dittrich’s Web page on DDoS attacks and tools 

(http://staff.washington.edu/dittrich/misc/ddos) or read A Taxonomy of DDoS Attacks and DDoS Defense Mechanisms, from 

Jelena Mirkovic, Janice Martin, and Peter Reiher of the University of California, Los Angeles 

(http://lasr.cs.ucla.edu/ddos/ucla_tech_report_020018.pdf). 

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DDoS attacks typically use two types of components: agents, which run on compromised hosts and 

perform the actual attacks; and a handler, which is a program that controls the agents, telling them when 

to attack, what to attack, and how to attack it.74 In some cases, a handler program is not used; the attacker 

may communicate with the agents through another means, such as an IRC channel; or the agents may be 

preprogrammed with attack instructions. Attackers often use hundreds or thousands of agents when 

performing a DDoS attack. Figure 4-3 shows the three steps of a DDoS attack. First, attackers 

compromise hosts and deploy DDoS agents to them. Second, an attacker uses a handler to instruct the 

DDoS agents on what to attack, when to attack and how to attack. Finally, the agents follow the 

instructions and attack the targeted victims. 

Figure 4-3. Distributed Denial of Service Attack 

4.1.4

 

Synfloods

A synflood occurs when an attacker initiates many TCP connections in a short time (by sending SYN 

packets) but does not complete the TCP three-way handshakes necessary to fully establish each 

connection. At one time, many operating systems permitted only a small number of connections to be 

pending for each service at any moment. If an attacker initiated 100 TCP connections to a particular 

service port and did not complete any of them, the OS would have no resources available for another 

connection to be initiated to that service port until the old connections started timing out, generally after 

about a minute. This would cause a temporary DoS for the targeted service; if the attacker continued to

send SYN packets, the DoS would be extended. Current operating systems are far more resistant to 

synfloods, and many firewalls now offer protection against synfloods, so they have become less of a 

threat. Still, synfloods can occur if attackers initiate many thousands of TCP connections in a short time; 

DDoS tools make this type of attack possible. 

74 Agents are also known as slaves or daemons, and handlers are also known as masters. 

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Figure 4-4 shows the difference between normal TCP connections and an attempted synflood. The left 

side of the diagram shows the three-way TCP handshake, composed of SYN, SYN/ACK, and ACK 

packets. The hosts do not consider the TCP connection to be established fully until the ACK has been 

received. The right side of the diagram shows a synflood attempt. The attacker has started several threeway TCP handshakes with the server, but the connections are not completed. Because the attacker has 

spoofed the source address of the connection attempts, the server tries to continue the handshakes by

contacting the spoofed host. If the attacker spoofs an IP address that is used by an unavailable host, the 

server will not receive any responses to the handshakes, effectively causing the DoS. 

Figure 4-4. Synflood Attack

4.2 Preparation

This section provides guidance on preparing to handle DoS incidents and on preventing DoS incidents. 

4.2.1 Incident Handling Preparation 

In addition to the general guidance presented in Sections 3.1.1 and 3.2.3, other actions should be 

performed while preparing to handle DoS incidents: 

+ Talk with the organization’s ISPs and their second-tier providers to determine how they can assist 

in handling network-based DoS attacks. This may include filtering or limiting traffic (such as 

blocking a particular source IP address or setting a maximum limit for incoming ICMP traffic),

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providing logs of DoS traffic, and retracing attacks to their source.75 Clearly establish what 

procedures the organization should follow when requesting the assistance of the ISPs or secondtier providers, including 24/7 primary and backup POCs, multiple communication channels, and 

methods for the ISP to authenticate requests from the organization. 

+ Consider investigating the feasibility of participating in a coordinated response to a widespread 

DoS attack that affects many organizations. For example, organizations may rapidly exchange 

information regarding such an attack with a centralized incident response entity (e.g., FedCIRC, 

CERT®/CC), so that the entity can formulate a coordinated response for affected organizations to 

implement. This may permit the organization to contain the incident more quickly and 

effectively.

+ Deploy and configure intrusion detection software to detect DoS and DDoS traffic. Network 

intrusion detection software typically has signatures that identify various types of DoS and DDoS 

attacks; signatures should be enabled and tuned appropriately to detect attacks with reasonable 

accuracy. To detect incoming network-based attacks, the organization may need to deploy an 

additional network IDS sensor outside the external firewall. Organizations should also discuss 

intrusion detection with their ISPs because some attacks may overwhelm ISP resources and not 

even reach the organization’s border routers. The ISP may be able to perform traffic monitoring 

that can detect major DoS attacks occurring over the ISP’s networks. 

+ Perform ongoing resource monitoring to establish baselines of network bandwidth utilization and 

critical host resource utilization, and log or alert when there is a significant deviation from the 

baselines. 

+ Identify Web sites that provide statistics on latency between various ISPs and between various 

physical locations. This is often referred to as Internet health monitoring.

76 When a networkbased DoS occurs, incident handlers could use such Web sites to attempt to determine if similar 

attacks are currently affecting other organizations (e.g., a worm causing regional disruptions). 

+ Meet with network infrastructure administrators to discuss how they can assist in analyzing and 

containing network-based DoS and DDoS attacks. For example, administrators may be able to 

adjust logging during an attack (e.g., to collect more information on a particular type of activity). 

Administrators may also be useful in protecting evidence, such as assisting with the acquisition of 

copies of logs. 

+ Maintain local copies (electronic and/or paper) of any computer-based information that may be 

valuable in handling DoS incidents in case the organization’s Internet or internal network 

connectivity is lost during an incident. 

4.2.2

 

Incident Prevention

Section 3.1.2 has guidelines and pointers to resources on incident prevention. The following items 

provide additional recommendations for preventing DoS incidents:

+ Configure the network perimeter to deny all incoming and outgoing traffic that is not expressly

permitted.77 This should include— 

75 Many ISPs will not provide an attacked organization with logs of the attack unless ordered to do so by a court. 76 An example of an Internet health monitoring Web site is the Internet Health Report, located at http://www.internetpulse.net. 77 A good source of information on blocking DDoS attacks is Strategies to Protect Against Distributed Denial of Service 

(DDoS) Attacks, available at http://www.cisco.com/warp/public/707/newsflash.html. 

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– Blocking the usage of services, such as echo and chargen, that no longer serve a legitimate 

purpose and are used in DoS attacks. 

– Performing egress and ingress filtering to block obviously spoofed packets.78

– Blocking traffic from unassigned IP address ranges, known as bogon lists.79 Attack tools that 

spoof IP addresses may use addresses that have not yet been assigned for Internet usage. 

– Writing and sequencing firewall rules and router access control lists to block traffic 

properly.

80 

– Configuring border routers not to forward directed broadcasts. 

– Limiting incoming and outgoing ICMP traffic to only the necessary types and codes. 

– Blocking outgoing connections to common IRC, peer-to-peer service and instant messaging 

ports if the usage of such services is not permitted. 

+ Implement rate limiting for certain protocols, such as ICMP, so that they can only consume a 

designated percentage of the total bandwidth. Rate limiting can be implemented at the 

organization’s network perimeter (e.g., border routers, firewalls) and by the organization’s ISPs. 

+ On Internet-accessible hosts, disable all unneeded services, and restrict the use of services that

may be used in DoS attacks. 

+ Implement DoS prevention software. The software can study network traffic patterns, detect 

major deviations, and block traffic accordingly. Unfortunately, DoS anomaly detection is not 

completely accurate, so the software may block legitimate traffic or fail to block a true DoS 

attack.81

+ Implement redundancy for key functions (e.g., multiple ISPs, firewalls, Web servers). 

+ Ensure that networks and systems are not running near maximum capacity, or it could be easy for 

a minor DoS attack to take up the remaining resources. 

4.3 Detection and Analysis

DoS attacks can be detected through particular precursors and indications, primarily those listed in the 

following tables. Table 4-1, Denial of Service Precursors, lists possible precursors of a DoS attack, 

explains the reason why each action might be performed, and provides a recommended response to 

potentially prevent a related incident from occurring. Table 4-2, Denial of Service Indications, lists 

malicious actions such as a network-based DDoS, a DoS against an operating system, and a DoS against 

an application, and possible indications of each action. These tables can easily be customized by the 

 78 Ingress filtering is the process of blocking incoming packets from false IP addresses (e.g., packets with reserved source 

addresses), while egress filtering blocks outgoing packets from false IP addresses (e.g., packets with internal network source 

addresses accidentally leaving the organization and entering the Internet). See Request for Comment (RFC) 2267, Network 

Ingress Filtering: Defeating Denial of Service Attacks Which Employ IP Source Address Spoofing, for more information 

(http://www.ietf.org/rfc/rfc2267.txt). 79 http://www.cymru.com/Documents/bogon-list.html 80 Suppose that the first rule permits queries to reach the public DNS server, and for the DNS server to reply to the queries, 

using UDP port 53. A second rule may forbid the usage of the echo service, UDP port 7. A clever attacker may use the 

DNS server as a reflector by sending it packets that use UDP source port 53 and destination port 7. Because the ruleset is

evaluated sequentially, the traffic will be permitted because it matches the first rule. 81 An example of a commercial DoS prevention product that uses anomaly-based methods is Mazu Networks’ Enforcer. 

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organization to include environment-specific precursors and indications, which should facilitate a more 

efficient and effective incident handling process. 

Table 4-1. Denial of Service Precursors 

Precursor Response 

DoS attacks are often preceded by

reconnaissance activity—generally, a low

volume of the traffic that will be used in the 

actual attack—to determine which attacks 

may be effective. 

If handlers detect unusual activity that appears to be preparation for a 

DoS attack, the organization may be able to block the attack by quickly 

altering its security posture—for example, altering firewall rulesets to 

block a particular protocol from being used or protect a vulnerable 

host. 

A newly released DoS tool could pose a 

significant threat to the organization. 

Investigate the new tool and, if possible, alter security controls so that 

the tool should not be effective against the organization. 

Table 4-2. Denial of Service Indications

Malicious Action Possible Indications

Network-based DoS against a particular 

host 

• User reports of system unavailability 

• Unexplained connection losses 

• Network intrusion detection alerts 

• Host intrusion detection alerts (until the host is overwhelmed)

• Increased network bandwidth utilization 

• Large number of connections to a single host

• Asymmetric network traffic pattern (large amount of traffic going 

to the host, little traffic coming from the host) 

• Firewall and router log entries

• Packets with unusual source addresses 

Network-based DoS against a network • User reports of system and network unavailability 

• Unexplained connection losses 

• Network intrusion detection alerts 

• Increased network bandwidth utilization 

• Asymmetric network traffic pattern (large amount of traffic 

entering the network, little traffic leaving the network) 

• Firewall and router log entries

• Packets with unusual source addresses 

• Packets with nonexistent destination addresses 

DoS against the operating system of a 

particular host

• User reports of system and application unavailability 

• Network and host intrusion detection alerts 

• Operating system log entries 

• Packets with unusual source addresses 

DoS against an application on a particular 

host 

• User reports of application unavailability 

• Network and host intrusion detection alerts 

• Application log entries 

• Packets with unusual source addresses 

Although these tables may be helpful in analyzing incidents, they are missing an important component—

the indications that are associated with benign activities. Benign and malicious events may present 

similar symptoms, which can make it difficult for analysts to promptly determine if an incident has 

occurred. Extending the indications table to include benign activities should assist in distinguishing 

benign from malicious activity. For example, if the organization loses Internet connectivity, many—but 

not all—of the symptoms may be similar to a network-based DDoS. This information should be added to 

the table, with information as to how the benign activity may be distinguished from its malicious 

counterpart. 

DoS attacks pose some additional challenges in terms of incident analysis: 

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+ DoS attacks often use connectionless protocols (UDP and ICMP) or use a connection-oriented 

protocol in such a way that full connections are not established (e.g., sending TCP SYN packets 

to create a synflood attack). Therefore, it is relatively easy for attackers to use spoofed source IP 

addresses, making it difficult to trace the source of attacks. ISPs may be able to assist in tracing 

the activity, but it is often more effective to review logs for previous reconnaissance activity that 

appears to be related. Because the attacker would want to receive the results of the 

reconnaissance, such activity is unlikely to use a spoofed address, so it may indicate the location 

of the attacker. 

+ DDoS attacks often use hundreds or thousands of workstations that are controlled by a single 

handler (or no handler at all). The victim site will not see the IP of the handler, and even if it 

could, it is likely that it is just another host that the attacker has compromised. 

+ Network-based DoS attacks are difficult for IDS sensors to detect with a high degree of accuracy. 

For example, synflood alerts are one of the most common false positives in network IDS 

products. If an attacker performs a rapid SYN scan, many IDS products will report it as a 

synflood, even though the activity is sending only one request to each port. If a server crashes,

hosts trying to reconnect to it may keep sending SYN packets. Sometimes many legitimate 

connections in a short time (e.g., retrieving many elements of a Web page) will also cause a 

synflood alert to be triggered. 

+ When an outage occurs, no one may realize that a DoS attack caused it. For example, a Web 

server may crash occasionally as a result of operating system instability, requiring a reboot for its 

functionality to be restored. If an attacker sends some specially crafted packets to the Web server 

that cause it to crash, system administrators may assume the crash resulted from the operating 

system’s instability and not realize that an attack took place. 

4.4 Containment, Eradication, and Recovery

In addition to the general guidance presented in Section 3.3, this section gives specific recommendations 

for performing containment, and gathering and handling evidence for DoS incidents. 

4.4.1 Choosing a Containment Strategy

Containment for a DoS incident usually consists of stopping the DoS. Sometimes this is easy; usually it 

is not. Often the first thought is to block all traffic from the source of the activity. However, as 

previously mentioned, such attacks often have spoofed source addresses or use hundreds or thousands of 

compromised hosts—in either case, making it difficult or impossible to implement effective filtering 

based on source IP addresses. Even if the organization can block the source addresses that are being used, 

the attacker can simply move to other IP addresses. Other possible solutions for containing a DoS are as 

follows: 

+ Correct the Vulnerability or Weakness That Is Being Exploited. For example, if the attack 

can occur because packet filters do not block packets using UDP port 7 (echo) and a publicly

accessible host is accidentally running echo, the filters should be altered to block packets destined 

for the echo port; and the host’s configuration should be changed so that it no longer offers the 

echo service. If an unpatched operating system is susceptible to a DoS from specially crafted 

packets, patch the operating system. The host may need to be temporarily disconnected from the 

network to halt the DoS while the host is strengthened. 

+ Implement Filtering Based on the Characteristics of the Attack. For example, if the attack is 

using ICMP echo requests, one could alter the perimeter security to temporarily block such 

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requests from entering the network. Unfortunately, this is not always practical—if an attacker is 

sending a SYN flood to a Web server’s HyperText Transfer Protocol (HTTP) port, blocking SYN 

packets destined for that port will itself cause a DoS for users. In addition, DoS attack tools are 

increasingly versatile, so if one attack method is blocked, attackers can easily switch to another 

method. Another strategy is rate limiting—permitting only a certain number of packets per 

second to use a specific protocol or contact a certain host. Although filtering techniques can be 

valuable in containing incidents, they can introduce additional problems. For example, adding 

new rules to a router or firewall may have a substantial negative impact on the device’s 

performance, causing network slowdowns or even a DoS. Organizations should carefully

consider where filtering should be implemented (e.g., border router, firewall) and should be 

prepared to upgrade networking devices if necessary to facilitate filtering of long-term attacks.

+ Have the ISP Implement Filtering. A network-based DoS from external hosts may overwhelm

the organization’s Internet routers. The organization must rely on its ISPs to implement filtering 

that blocks the activity. 

+ Relocate the Target. If a particular host is being targeted and other containment strategies are

not working, the host could be moved to a different IP address. This is deemed “security through 

obscurity” because the attacker may locate the moved target and attack it again. The targeted 

service could be transferred to a different host—one without the same vulnerability. 

+ Attack the Attackers. For example, administrators may use programs that are designed to 

remotely shut off attacking DDoS agents, or they may modify network or server configurations to 

bounce attack traffic back to its source. However, if the source address is spoofed, or the source 

address is legitimate but shared (e.g., proxying firewall), these techniques may inadvertently

attack an innocent party. Such hack back techniques should not be used. 

As previously mentioned in Section 3, the decision-making process for containing a DoS incident should 

be easier if recommended actions are predetermined. This can be done with a matrix or other written 

guidelines for when each potential solution should be implemented, if ever. The containment strategy

may include several solutions in sequence, for example— 

1. Implement filtering based on the characteristics of the attack 

2. Correct the vulnerability or weakness that is being exploited 

3. Have the ISP implement filtering 

4. Relocate the target. 

4.4.2 Evidence Gathering and Handling 

Gathering evidence on DoS attacks is often challenging and time consuming, for any of several reasons: 

+ Identifying the Source of Attacks From Observed Traffic. IP source addresses are frequently

spoofed. DDoS attacks may use hundreds or thousands of hosts, each of which may use multiple 

spoofed addresses. Even if hosts use their actual addresses, these are the intermediate boxes 

generating the attack traffic, not the system that orchestrated the overall attack. 

+ Tracing Attacks Back Through ISPs. Incident handlers may have to contact several ISPs in 

turn to trace an attack back to its source, assuming that it is possible, technically and logistically. 

For example, some ISPs may not be willing or able to cooperate with requests without subpoenas, 

which will take time to obtain. It is much more difficult to trace back an attack that has ended, 

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rather than an ongoing attack. Because of the amount of time that it can take to get assistance 

from each ISP, it is likely that the attack will end before it can be traced back. 

+ Learning How the Attacking Hosts Were Compromised. In a DDoS, the agent hosts may 

have been compromised using dozens of methods over a long period of time. The attacker may

not have even been responsible for any of the compromises; instead, the attacker is simply using 

hosts that others had previously compromised. 

+ Reviewing a Large Number of Log Entries. Because most DoS attacks work by overwhelming 

resources, it follows that they may generate unusually large numbers of log entries. Depending 

on logging standards and practices, log entries may be overwritten, eliminating evidence. Also, it 

may take a long time to review all of the log entries and extract the pertinent information. 

4.5 Checklist for Handling Denial of Service Incidents 

The checklist in Table 4-3 provides the major steps to be performed in handling a DoS incident. This 

checklist is a continuation of the Initial Incident Handling Checklist presented in Table 3-5. Note that the 

exact sequence of steps may vary based on the nature of individual incidents, and on the strategies chosen 

by the organization for halting DoS attacks that are in progress. 

Table 4-3. Denial of Service Incident Handling Checklist

Action Completed 

Detection and Analysis 

1. Prioritize handling the incident based on the business impact 

1.1 Identify which resources have been affected and forecast which resources will be 

 affected 

1.2 Estimate the current and potential technical effect of the incident 

1.3 Find the appropriate cell(s) in the prioritization matrix based on the technical effect 

 and affected resources

2. Report the incident to the appropriate internal personnel and external organizations 

Containment, Eradication, and Recovery

3. Acquire, preserve, secure, and document evidence 

4. Contain the incident—halt the DoS if it has not already stopped 

4.1 Identify and mitigate all vulnerabilities that were used

4.2 If not yet contained, implement filtering based on the characteristics of the attack, 

 if feasible 

4.3 If not yet contained, contact the ISP for assistance in filtering the attack 

4.4 If not yet contained, relocate the target

5. Eradicate the incident; if Step 4.1 was not performed, identify and mitigate all vulnerabilities 

that were used

6. Recover from the incident 

6.1 Return affected systems to an operationally ready state 

6.2 Confirm that the affected systems are functioning normally 

6.3 If necessary and feasible, implement additional monitoring to look for future related 

 activity

Post-Incident Activity

7. Create a follow-up report 

8. Hold a lessons learned meeting 

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4.6 Recommendations 

The key recommendations presented in this section for handling DoS incidents are summarized below. 

+ Configure firewall rulesets to prevent reflector attacks. Most reflector attacks can be stopped 

through network-based and host-based firewall rulesets that reject suspicious combinations of 

source and destination ports. 

+ Configure border routers to prevent amplifier attacks. Amplifier attacks can be blocked by

configuring border routers not to forward directed broadcasts. 

+ Determine how the organization’s ISPs and second-tier providers can assist in handling 

network-based DoS attacks. ISPs can often filter or limit certain types of traffic, slowing or 

halting a DoS attack. They can also provide logs of DoS traffic and may be able to assist in 

tracing the source of the attack. The organization should meet with the ISPs in advance to 

establish procedures for requesting such assistance. 

+ Configure security software to detect DoS attacks. Intrusion detection software can detect 

many types of DoS activity. Establishing network and system activity baselines, and monitoring 

for significant deviations from those baselines, can also be useful in detecting attacks. 

+ Configure the network perimeter to deny all incoming and outgoing traffic that is not 

expressly permitted. By restricting the types of traffic that can enter and leave the environment, 

the organization will limit the methods that attackers can use to perform DoS attacks. 

+ Create a containment strategy that includes several solutions in sequence. The decisionmaking process for containing DoS incidents is easier if recommended solutions are 

predetermined. Because the effectiveness of each possible solution will vary among incidents, 

organizations should select several solutions and determine in which order the solutions should be 

attempted. 

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5. Handling Malicious Code Incidents 

5.1 Incident Definition and Examples 

Malicious code refers to a program that is covertly inserted into another program with the intent to 

destroy data, run destructive or intrusive programs, or otherwise compromise the security or integrity of 

the victim’s data. Generally, malicious code is designed to perform these nefarious functions without the 

system’s user knowledge. Malicious code attacks can be divided into five categories: viruses, Trojan 

horses, worms, mobile code, and blended. 

5.1.1 Viruses 

 

A virus is designed to self-replicate—make copies of itself—and distribute the copies to other files, 

programs, or computers. Viruses insert themselves into host programs and propagate when the infected 

program is executed, generally by user interaction (e.g., opening a file, running a program, clicking on a 

file attachment). Viruses have many purposes—some are designed to play annoying tricks, whereas 

others have destructive intent. Some viruses present themselves as jokes while performing secret 

destructive functions. Categories of viruses include file infector viruses, boot sector viruses, macro 

viruses, and virus hoaxes. 

+ File Infector Viruses. File infector viruses attach themselves to executable programs, such as

word processors, spreadsheet applications and computer games. When they have infected a 

program, they propagate to infect other programs on the system and on other systems that use a 

shared infected program. The virus may also reside in the system’s memory, so that each time a 

new program is executed, the virus infects the program. Another method of file infector 

execution involves the virus modifying the manner in which the computer opens a file, rather than 

modifying the actual program running the file. In this scenario, the virus executes first, and then 

the program is run. Jerusalem and Cascade are two of the best-known file infector viruses.82

+ Boot Sector Viruses. A boot sector virus infects the master boot record (MBR) of a hard drive 

or the boot sector of removable media, such as floppy diskettes. The boot sector is an area at the 

beginning of a drive or disk where information about its structure is stored. Boot sectors contain 

boot programs that are run at host startup to boot the operating system. The MBR of a hard drive 

is a unique location on the disk where a computer’s basic input/output system (BIOS) can locate 

and load the boot program. Removable media such as floppy disks need not be bootable to infect 

the system; if an infected disk is in the drive when the computer boots, the virus could be 

executed. Boot sector viruses are easily concealed, have a high rate of success, and can harm a 

computer to the point of complete inoperability. Symptoms of a boot sector virus infection 

include a computer that displays an error message during booting or cannot boot. Form, 

Michelangelo, and Stoned are examples of boot sector viruses. 

+ Macro Viruses. Macro viruses are the most prevalent and successful type of virus. Macro 

viruses attach themselves to documents such as word processing files and spreadsheets. As the 

name implies, a macro virus uses an application’s macro programming language to execute and 

propagate. Many popular software packages, such as Microsoft Office, use macro programming 

languages in their products to automate complex or repetitive tasks. Attackers have taken 

advantage of macro programming capabilities to distribute malicious code. Macro viruses tend to 

spread quickly because users frequently share documents from applications with macro 

82 More information on viruses is available from most antivirus vendor Web sites, including Sophos 

(http://www.sophos.com/virusinfo), Symantec (http://securityresponse.symantec.com/avcenter/vinfodb.html), and Trend 

Micro (http://www.trendmicro.com/vinfo/virusencyclo).

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capabilities. Furthermore, when a macro virus infection occurs, the virus also infects the template 

that the program uses to create and open files. Consequently, every document that is created or 

opened with the infected template is also infected. The Concept, Marker, and Melissa viruses are 

well-known examples of macro viruses. 

+ Virus Hoaxes. As the name implies, virus hoaxes are false virus warnings. The phony viruses 

are usually described as being of devastating magnitude and requiring immediate action to 

adequately protect computer resources from infection. Despite the illegitimacy of their messages, 

virus hoaxes are just as prevalent in the digital world as actual viruses. Virus hoaxes are 

circulated by innocent end users who believe they are helping by distributing these warnings to 

the Internet community. The hoaxes usually cause little damage, although some malicious virus 

hoaxes direct users to alter operating systems settings or delete files, which may cause security or 

operational problems. Virus hoaxes can be time consuming, as many of the hoax recipients may 

contact technical support staff to warn them of the new threat or to ask for guidance. Examples 

of widely distributed virus hoaxes include Good Times and Bud Frogs. 

5.1.2

5.1.3 Worms 

Trojan Horses

Named after the wooden horse from Greek mythology, Trojan horses are programs that appear to be 

benign but actually have a hidden malicious purpose. Some Trojan horses completely replace an existing 

file on a system with a malicious version, whereas other Trojan horses are presented as one thing (e.g., a 

game available for download) but are really another (e.g., a game and a password sniffer). Trojan horses 

are often difficult to detect because they appear to be performing a useful function. Trojan horses tend to 

fit into one of three models: 

+ Continuing to perform the function of the original program and additionally performing a 

separate malicious activity 

+ Continuing to perform the function of the original program but modifying the function to perform

malicious activity (e.g., a Trojan horse version of a login program that collects passwords) or to 

disguise other malicious activity (e.g., a Trojan horse version of a process listing program that 

does not display certain processes that are malicious) 

+ Performing a malicious function that completely replaces the function of the original program.

The objective of most Trojan horses is to allow a remote user to gain access to, and full control of, the 

victim computer. To accomplish this, Trojan horses consist of a client component and a server 

component. The client resides on the intruder’s remote computer and will seek to establish a connection 

with the server, which resides on the infected host. When a connection between client and server is 

established, the remote intruder can execute commands on the infected computer and transfer or modify

files. Another common purpose of Trojan horses is to act as DDoS agents. 

Other Trojan horses do not provide remote access to the victim system. Many Trojan horses exist simply

to hide evidence of an incident, such as suppressing the names of malicious processes from being 

displayed in process lists. Other Trojan horses collect information, such as passwords; a Trojan horse 

could also be configured to mail the password list to a particular external e-mail account on a daily basis. 

Worms are self-replicating programs that are completely self-contained, meaning they do not require a 

host program to infect a victim. Worms are self-propagating; unlike viruses, they can create fully 

functional copies and execute themselves without user intervention. Worms take advantage of known 

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vulnerabilities and configuration weaknesses, such as unsecured Windows shares. The nature of worms 

allows them to span the globe in a matter of minutes. Examples include the Blaster worm and the SQL 

Slammer worm.

83

5.1.4

5.1.5

5.2.1 

 

Mobile Code

Mobile code is software that is transmitted from a remote system to a local system and then executed on 

the local system without the user’s explicit instruction.

84 Mobile code often acts as a mechanism for a 

virus, worm, or Trojan horse to be transmitted to the user’s workstation. In other cases, mobile code takes 

advantage of vulnerabilities to perform its own exploits, such as unauthorized data access or root 

compromise. Popular vehicles for mobile code include Java applets, ActiveX, JavaScript, and VBScript. 

Blended Attack

A blended attack is an instance of malicious code that uses multiple methods to spread. The well-known 

Nimda “worm” is actually an example of a blended attack.85 It uses four distribution methods: 

+ E-mail. A user on a vulnerable host opens an infected e-mail attachment; Nimda looks for e-mail 

addresses on the host and then sends copies of itself to those addresses. 

+ Windows shares. Nimda scans hosts for unsecured Windows file shares; it can then use 

NetBIOS86 as a transport mechanism to infect files on that host in the hopes that a user will run an 

infected file, which will activate Nimda on that host.

+ Web servers. Nimda scans Web servers, looking for known vulnerabilities in Microsoft IIS. If it 

finds a vulnerable server, it attempts to transfer a copy of itself to the server and infect it and its 

files. 

+ Web clients. If a vulnerable Web client visits a Web server that has been infected by Nimda, the 

client’s workstation will become infected. 

In addition to using these methods, blended attacks may spread through other services, such as instant 

messaging and peer-to-peer file sharing. People tend to refer to most instances of blended attacks as 

worms. Although most people refer to Nimda as a worm, technically it has virus, worm, and mobile code 

characteristics. 

5.2 Preparation

This section provides guidance on preparing to handle malicious code incidents and on preventing 

malicious code incidents. 

Incident Handling Preparation 

In addition to the following general guidance presented in Sections 3.1.1 and 3.2.3, other actions should 

be taken in preparation for handling malicious code incidents: 

83 More information on the Blaster worm is available at http://www.cert.org/advisories/CA-2003-20.html; Slammer worm 

information is located at http://www.cert.org/advisories/CA-2003-04.html. 84 NIST SP 800-28: Guidelines on Active Content and Mobile Code contains more information on mobile code. It is available 

at http://csrc.nist.gov/publications/nistpubs/800-28/sp800-28.pdf. 85 The CERT®/CC advisory on the Nimda worm is available at http://www.cert.org/advisories/CA-2001-26.html. 86 NetBIOS is a networking service that is used by many Windows hosts. 

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+ Make Users Aware of Malicious Code Issues. This information should include a basic review 

of the methods that malicious code uses to propagate and the symptoms of infections. Holding 

regular user education sessions helps to ensure that users are aware of the risks that malicious 

code poses. Users should also receive guidance on what they should do if an infection occurs 

(e.g., disconnect the workstation from the network, call the help desk) because improper handling 

of an infection could make a minor incident much worse. 

+ Read Antivirus Vendor Bulletins. Users may sign up for mailing lists from antivirus vendors 

that provide timely information on new malicious code threats. 

+ Deploy Host-Based Intrusion Detection Systems to Critical Hosts. Host-based IDS software 

can detect signs of malicious code incidents, such as configuration changes and system

executable modifications. File integrity checkers are useful in identifying the affected 

components of a system. 

Some organizations configure their network perimeters to block connections to specific common Trojan 

horse ports, with the goal of preventing Trojan horse client and server component communications. 

However, this approach is generally ineffective. Known Trojan horses use hundreds of different port 

numbers, and many Trojan horses can be configured to use any port number. Furthermore, some Trojan 

horses use the same port numbers that legitimate services use, so their communications cannot be blocked 

by port number. Some organizations also implement port blocking incorrectly, so legitimate connections 

are sometimes blocked.87 Implementing filtering rules for each Trojan horse port will also increase the 

demands placed on the filtering device. Practices such as denying all traffic by default and only

permitting authorized connections are more effective overall than attempting to block specific Trojan 

horse ports. Generally, a Trojan horse port should be blocked only if the organization has a serious 

Trojan horse infestation. 

5.2.2

 

Incident Prevention

Section 3.1.2 offered general guidelines and resources useful in preventing incidents from occurring. The 

following paragraphs provide specific advice on preventing malicious code incidents: 

+ Use Antivirus Software. Antivirus software is a necessity to combat the threat of malicious code 

and limit damage. The software should be running on all hosts throughout the organization, and 

all copies should be kept current with the latest virus signatures so that the newest threats can be 

thwarted.88 Antivirus software should also be used for applications that may transfer malicious 

code, such as e-mail, file transfer, and instant messaging software. The software should be 

configured to perform periodic scans of the system as well as real-time scans of each file as it is

downloaded, opened, or executed. The antivirus software should also be configured to disinfect 

and quarantine infected files.89 Some antivirus products not only look for viruses, worms, and 

Trojan horses, but they also examine HyperText Markup Language (HTML), ActiveX, 

JavaScript, and other types of mobile code for malicious content. 

87 A filtering device may be misconfigured to block all connections with a port of 27374, whether 27374 is the source or 

destination port. 27374 is used by SubSeven, but it could also legitimately be used as a client port by operating systems. 88 Some organizations prefer to configure antivirus software to automatically download and install signature updates, whereas 

other organizations want to test a new signature update before permitting users to use it in case it inadvertently breaks 

system functionality. Each approach has benefits and downsides; neither is clearly preferable over the other. 89 If a file cannot be disinfected, it is generally preferable from an incident handling and evidentiary standpoint to quarantine it

instead of deleting it. 

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+ Block Suspicious Files. Configure e-mail servers and clients to block attachments with file 

extensions that are associated with malicious code (e.g., .pif, .vbs), and suspicious file extension 

combinations (e.g., .txt.vbs, .htm.exe). 

+ Limit the Use of Nonessential Programs With File Transfer Capabilities. Examples include 

peer-to-peer file and music sharing programs, instant messaging software, and IRC clients and 

servers. These programs are frequently used to spread malicious code among users. 

+ Educate Users on the Safe Handling of E-mail Attachments. Antivirus software should be 

configured to scan each attachment before opening it. Users should not open suspicious 

attachments or attachments from unknown sources. Users should also not assume that if the 

sender is known, the attachment is not infected. For example, senders may not know that their 

systems are infected with malicious code that can extract e-mail addresses from files and send 

copies of the malicious code to those addresses. This activity creates the impression that the emails are coming from a trusted person, even though the person is not aware that they have been 

sent. Users can also be educated on file types that they should never open (e.g., .bat, .com, .exe, 

.pif, .vbs). Although user awareness of good practices should lessen the number and severity of

malicious code incidents, organizations should assume that users will make mistakes and infect 

systems. 

+ Eliminate Open Windows Shares. Many worms spread through unsecured shares on hosts 

running Windows. If one host in the organization is infected with a worm, it could rapidly spread 

to hundreds or thousands of other hosts within the organization through their unsecured shares. 

Organizations should routinely scan all hosts for open shares and direct the system owners to

secure the shares properly. In addition, the network perimeter should be configured to prevent

traffic that uses NetBIOS ports from entering or leaving the organization’s networks. This action 

should prevent not only external hosts from directly infecting internal hosts through open shares 

but also internal worm infections from spreading to other organizations through open shares. 

+ Use Web Browser Security to Limit Mobile Code. All Web browsers should have their 

security settings configured so as to prevent unsigned ActiveX and other mobile code vehicles 

from unknowingly being downloaded to and executed on local systems. Organizations should

consider establishing an Internet security policy that specifies which types of mobile code may be 

used from various sources (e.g., internal servers, external servers). 

+ Configure E-mail Clients to Act More Securely. E-mail clients throughout the organization 

should be configured to avoid actions that may inadvertently permit infections to occur. For 

example, e-mail clients should not automatically open or execute attachments. 

5.3 Detection and Analysis

Because malicious code incidents can take many forms, they may be detected via a number of precursors 

and indications. Table 5-1, Malicious Code Precursors, lists possible precursors of a malicious code 

attack, explains the reason that each action might be performed, and provides a recommended response to 

potentially prevent a subsequent incident. Table 5-2, Malicious Code Indications, lists malicious code 

actions, such as virus, worm, and Trojan horse infections, and provides possible indications of each 

action. Blended attacks are not listed because they are detected according to the individual methods that 

they use, such as virus, worm, and mobile code techniques. The tables in this section can easily be 

customized by the organization to include environment-specific precursors and indications, which should 

facilitate a more efficient and effective incident handling process. 

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Table 5-1. Malicious Code Precursors

Precursor Response 

An alert warns of new

malicious code that targets 

software that the organization

uses. 

Research the new virus to determine whether it is real or a hoax. This can be done 

through antivirus vendor Web sites and virus hoax sites.90 If the malicious code is 

confirmed as authentic, ensure that antivirus software is updated with virus 

signatures for the new malicious code. If a virus signature is not yet available, and 

the threat is serious and imminent, the activity might be blocked through other 

means, such as configuring e-mail servers or clients to block e-mails matching

characteristics of the new malicious code. The team might also want to notify

antivirus vendors of the new virus. 

Antivirus software detects and 

successfully disinfects or 

quarantines a newly received

infected file. 

Determine how the malicious code entered the system and what vulnerability or 

weakness it was attempting to exploit. If the malicious code might pose a significant 

risk to other users and hosts, mitigate the weaknesses that the malicious code used 

to reach the system and would have used to infect the target host. 

Table 5-2. Malicious Code Indications

Malicious Action Possible Indications

A virus that spreads through 

e-mail infects a host. 

• Antivirus software alerts of infected files 

• Sudden increase in the number of e-mails being sent and received 

• Changes to templates for word processing documents, spreadsheets, etc. 

• Deleted, corrupted, or inaccessible files 

• Unusual items on the screen, such as odd messages and graphics 

• Programs start slowly, run slowly, or do not run at all 

• System instability and crashes

• If the virus achieves root-level access, see the indications for “Root 

compromise of a host” as listed in Table 6-3, Unauthorized Access Indications 

A worm that spreads through 

a vulnerable service infects a 

host. 

• Antivirus software alerts of infected files 

• Port scans and failed connection attempts targeted at the vulnerable service 

(e.g., open Windows shares, HTTP) 

• Increased network usage 

• Programs start slowly, run slowly, or do not run at all 

• System instability and crashes

• If the worm achieves root-level access, see the indications for “Root 

compromise of a host” as listed in Table 6-3, Unauthorized Access Indications 

A Trojan horse is installed 

and running on a host. 

• Antivirus software alerts of Trojan horse versions of files 

• Network intrusion detection alerts of Trojan horse client-server 

communications

• Firewall and router log entries for Trojan horse client-server communications 

• Network connections between the host and unknown remote systems 

• Unusual and unexpected ports open 

• Unknown processes running 

• High amounts of network traffic generated by the host, particularly if directed at 

external host(s)

• Programs start slowly, run slowly, or do not run at all 

• System instability and crashes

• If the Trojan horse achieves root-level access, see the indications for “Root 

compromise of a host” as listed in Table 6-3, Unauthorized Access Indications 

Malicious mobile code on a 

Web site is used to infect a 

host with a virus, worm, or 

Trojan horse. 

• Indications listed above for the pertinent type of malicious code 

• Unexpected dialog boxes, requesting permission to do something 

• Unusual graphics, such as overlapping or overlaid message boxes 

 90 A good source of hoax information, the CIAC Hoaxbusters, is available at http://hoaxbusters.ciac.org. 

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Malicious Action Possible Indications

Malicious mobile code on a 

Web site exploits 

vulnerabilities on a host. 

• Unexpected dialog boxes, requesting permission to do something 

• Unusual graphics, such as overlapping or overlaid message boxes 

• Sudden increase in the number of e-mails being sent and received 

• Network connections between the host and unknown remote systems 

• If the mobile code achieves root-level access, see the indications for “Root 

compromise of a host” as listed in Table 6-3, Unauthorized Access Indications 

A user receives a virus hoax 

message. 

• Original source of the message is not an authoritative computer security group, 

but a government agency or an important official person 

• No links to outside sources 

• Tone and terminology attempt to invoke panic or a sense of urgency 

• Urges recipients to delete certain files and forward the message to others 

Prioritizing malicious code incidents properly is important because of their tendency to spread to other 

systems. In most cases, a basic analysis of the incident should identify which malicious code was used. 

It is then relatively easy to determine the likely impact of the incident. The incident handler may not yet 

be aware of all systems that have been infected during the incident; but in most cases, it should be 

apparent whether the incident involves only a few systems or thousands of servers and workstations 

across the organization. 

5.4 Containment, Eradication, and Recovery

In addition to the general guidance presented in Section 3.3, this section gives specific recommendations 

for performing containment and for gathering and handling evidence for malicious code incidents. 

5.4.1 Choosing a Containment Strategy

Because malicious code works surreptitiously and can propagate to other systems rapidly, early 

containment of a malicious code incident is needed to stop it from spreading and causing further damage. 

If the infected system is not critical, disconnecting it from the network immediately is strongly

recommended. If the system performs critical functions, it should remain on the network only if the 

damage to the organization from the services being unavailable is greater than the security risks posed by

not immediately disconnecting the system. Other actions that may need to be performed when containing 

a malicious code incident are as follows: 

+ Any of the Actions Listed in Section 5.2.2. If one host has been infected, it is highly likely that 

other systems will be infected, so the containment process includes the prevention of the spread 

of the malicious code to other systems. 

+ Identifying and Isolating Other Infected Hosts. Antivirus alert messages are a good source of 

information, but not every infection will be detected by antivirus software. Incident handlers may

need to search for indications of infection through other means, such as— 

– Performing port scans to detect hosts listening on a known Trojan horse or backdoor port 

– Using antivirus scanning and cleanup tools released to combat a specific instance of 

malicious code 

– Reviewing logs from e-mail servers, firewalls, and other systems that the malicious code may

have passed through, as well as individual host logs 

– Configuring network and host intrusion detection software to identify activity associated with 

infections 

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– Auditing the processes running on systems to confirm that they are all legitimate. 

+ Sending Unknown Malicious Code to Antivirus Vendors. Occasionally, malicious code that 

cannot be definitively identified by antivirus software may enter the environment. Eradicating 

the malicious code from systems and preventing additional infections may be difficult or 

impossible without having updated antivirus signatures from the vendor. Incident handlers 

should be familiar with the procedures for submitting copies of unknown malicious code to the 

organization’s antivirus vendors. 

+ Configuring E-mail Servers and Clients to Block E-mails. Many e-mail programs can be 

configured manually to block e-mails by particular subjects, attachment names, or other criteria 

that correspond to the malicious code. This is neither a foolproof nor an efficient solution, but it 

may be the best option available if an imminent threat exists and antivirus signatures are not yet 

available. 

+ Blocking Particular Hosts. For example, if the malicious code attempts to generate outbound emails or connections, handlers should consider blocking access to IP addresses or services to 

which the infected system may be attempting to connect. In addition, if infected hosts within the 

organization are attempting to spread, organizations may want to block network traffic from the 

hosts’ IP addresses to control the situation while the infected hosts are physically located and 

disinfected. 

+ Shutting Down E-mail Servers. During the most severe malicious code incidents, with 

hundreds or thousands of internal hosts infected, e-mail servers may become completely

overwhelmed by viruses trying to spread via e-mail. It may be necessary to shut down an e-mail 

server to halt the spread of e-mail-borne viruses. In some cases, the incident handling team may 

discover unknown e-mail servers (e.g., a file server inadvertently running an e-mail server) that 

also need to be shut down. 

+ Isolating Networks From the Internet. Networks may become overwhelmed with worm traffic 

when a severe worm infestation occurs. Occasionally, a worm will generate so much traffic 

throughout the Internet that network perimeters are completely overwhelmed. It may be better to 

disconnect the organization from the Internet, particularly if the organization’s Internet access is 

essentially useless as a result of the volume of worm traffic. This action would protect the 

organization’s systems from being attacked by external worms; if the organization’s systems are 

already infected, the action would prevent them from attacking other systems and adding to the 

traffic congestion. 

Identifying infected hosts and vulnerable hosts is made quite complicated by the dynamic nature of 

computing. If all hosts were powered on and connected to the network at all times, malicious code 

cleanup would be relatively easy. The actual situation is that hosts may be infected and powered off, 

moved to other networks, or left on while the system owner is out of the office. Vulnerable hosts that are 

shut off while their owners are on vacation may quickly become infected when they are powered back on. 

The identification of vulnerable hosts and infected hosts should not rely solely on user participation. 

However, organizations often lack the personnel and time to track down each machine manually, 

particularly when there are substantial numbers of mobile users and telecommuters. Automated methods 

may also be inadequate for identifying all hosts, such as those that can boot to multiple operating systems 

or use virtual operating system software. Organizations should carefully consider these issues before a 

large-scale malicious code incident occurs, so that they are prepared to implement effective containment 

strategies. 

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5.4.2 

5.4.3 

Evidence Gathering and Handling 

Although it is certainly possible to gather evidence on malicious code incidents, it is often futile because 

malicious code is either transmitted automatically or is accidentally transmitted by infected users. It is 

therefore very difficult and time-consuming to identify the source of malicious code. However, collecting 

a sample of malicious code for further examination might be useful in some cases. 

Eradication and Recovery

Antivirus software effectively identifies and removes malicious code infections; however, some infected 

files cannot be disinfected. (Files can be deleted and replaced with clean backup copies; in the case of an 

application, the affected application can be reinstalled.) If the malicious code provided attackers with 

root-level access, it may not be possible to determine what other actions the attackers may have 

performed.91 In such cases, the system should either be restored from a previous, uninfected backup or be 

rebuilt from scratch. The system should then be secured so that it will not be susceptible to another 

infection from the same malicious code. 

5.5 Checklist for Handling Malicious Code Incidents 

The checklist in Table 5-3 provides the major steps to be performed in handling a malicious code 

incident. This checklist is a continuation of Table 3-5, Initial Incident Handling Checklist. Note that the 

exact sequence of steps may vary based on the nature of individual incidents and the strategies chosen by

the organization for containing incidents. 

Table 5-3. Malicious Code Incident Handling Checklist 

Action Completed 

Detection and Analysis 

1. Prioritize the handling of the incident based on its business impact 

1.1 Identify which resources have been affected and forecast which resources will be 

 affected 

1.2 Estimate the current and potential technical effect of the incident 

1.3 Find the appropriate cell(s) in the prioritization matrix, based on the technical effect 

 and affected resources

2. Report the incident to the appropriate internal personnel and external organizations 

Containment, Eradication, and Recovery

3. Contain the incident 

3.1 Identify infected systems 

3.2 Disconnect infected systems from the network 

3.3 Mitigate vulnerabilities that were exploited by the malicious code 

3.4 If necessary, block the transmission mechanisms for the malicious code 

4. Eradicate the incident 

4.1 Disinfect, quarantine, delete, and replace infected files 

4.2 Mitigate the exploited vulnerabilities for other hosts within the organization 

5. Recover from the incident 

5.1 Confirm that the affected systems are functioning normally 

 91 Section 6 provides additional guidance on handling and recovering from root compromises. 

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Action Completed 

5.2 If necessary, implement additional monitoring to look for future related activity

Post-Incident Activity

6. Create a follow-up report 

7. Hold a lessons learned meeting 

5.6 Recommendations 

The key recommendations presented in this section for handling malicious code incidents are summarized

below. 

+ Make users aware of malicious code issues. Users should be familiar with the methods that 

malicious code uses to propagate and the symptoms of infections. Holding regular user education 

sessions helps to ensure that users are aware of the risks that malicious code poses. Teaching 

users how to safely handle e-mail attachments should reduce the number of infections that occur. 

+ Read antivirus bulletins. Bulletins regarding new malicious code threats provide timely

information to incident handlers. 

+ Deploy host-based intrusion detection systems, including file integrity checkers, to critical 

hosts. Host-based IDS software, particularly file integrity checkers, can detect signs of malicious 

code incidents, such as configuration changes and modifications to executables. 

+ Use antivirus software, and keep it updated with the latest virus signatures. Antivirus 

software should be deployed to all hosts and all applications that may be used to transfer 

malicious code. The software should be configured to detect and disinfect or quarantine 

malicious code infections. All antivirus software should be kept current with the latest virus 

signatures so the newest threats can be detected. 

+ Configure software to block suspicious files. Files that are very likely to be malicious should 

be blocked from the environment, such as those with file extensions that are usually associated 

with malicious code, as well as files with suspicious combinations of file extensions. 

+ Eliminate open Windows shares. Many worms spread through unsecured shares on hosts 

running Windows. A single infection may rapidly spread to hundreds or thousands of hosts 

through unsecured shares.

+ Contain malicious code incidents as quickly as possible. Because malicious code works 

surreptitiously and can propagate to other systems rapidly, early containment of a malicious code 

incident is needed to stop it from spreading and causing further damage. Infected systems should 

be disconnected from the network immediately. Organizations may need to block malicious code 

at the e-mail server level, or even temporarily suspend e-mail services to gain control over serious 

e-mail-borne malicious code incidents. 

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6. Handling Unauthorized Access Incidents 

6.1 Incident Definition and Examples 

An unauthorized access incident occurs when a user gains access to resources that the user was not 

intended to have. Unauthorized access is typically gained through the exploitation of operating system or 

application vulnerabilities, the acquisition of usernames and passwords, or social engineering. Attackers 

may acquire limited access through one vulnerability and use that access to attack more vulnerabilities, 

eventually gaining higher levels of access. Examples of unauthorized access incidents include— 

+ Performing a remote root compromise of an e-mail server 

+ Defacing a Web server 

+ Guessing and cracking passwords 

+ Copying a database containing credit card numbers 

+ Viewing sensitive data, including payroll records and medical information, without authorization 

+ Running a packet sniffer on a workstation to capture usernames and passwords 

+ Using a permission error on an anonymous FTP server to distribute pirated software and music 

files 

+ Dialing into an unsecured modem and gaining internal network access 

+ Posing as an executive, calling the help desk, resetting the executive’s e-mail password, and 

learning the new password 

+ Using an unattended, logged-in workstation without permission. 

6.2 Preparation

This section provides guidance on preparing to handle unauthorized access incidents and on preventing 

unauthorized access incidents. 

6.2.1 Incident Handling Preparation 

In addition to following the general guidance presented in Sections 3.1.1 and 3.2.3, other actions should 

be performed while preparing to handle unauthorized access incidents: 

+ Configure network-based and host-based IDS software (such as file integrity checkers and log 

monitors) to identify and alert on attempts to gain unauthorized access. Each type of intrusion 

detection software may detect attacks that others are not able to detect. 

+ Use centralized log servers so pertinent information from hosts across the organization is stored 

in a single secured location. 

+ Establish procedures to be followed when all users of an application, system, trust domain, or 

organization should change their passwords because of a password compromise. The procedures 

should adhere to the organization’s password policy.

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+ Discuss unauthorized access incidents with system administrators so that they understand their 

roles in the incident handling process. 

6.2.2 Incident Prevention

If the general guidance presented in Section 3.1.2 on incident prevention is applied, the number of 

unauthorized access incidents should be effectively reduced. Employing a strong layered defense 

strategy, with several security layers between unauthorized users and the resources they are attempting to 

exploit, is the recommended practice for reducing incidents. Table 6-1 lists additional steps that support a 

layered defense strategy. 

Table 6-1. Actions to Prevent Unauthorized Access Incidents 

Category Specific Actions

Network Security • Configure the network perimeter to deny all incoming traffic that is not expressly permitted. 

• Properly secure all remote access methods, including modems and VPNs. An unsecured 

modem can provide easily attainable unauthorized access to internal systems and 

networks. War dialing is the most efficient technique for identifying improperly secured 

modems.92 When securing remote access, carefully consider the trustworthiness of the 

clients; if they are outside the organization’s control, they should be given as little access 

to resources as possible, and their actions should be closely monitored. 

• Put all publicly accessible services on secured demilitarized zone (DMZ) network 

segments. The network perimeter can then be configured so that external hosts can 

establish connections only to hosts on the DMZ, not internal network segments. 

• Use private IP addresses for all hosts on internal networks. This will severely restrict the

ability of attackers to establish direct connections to internal hosts. 

Host Security • Perform regular vulnerability assessments to identify serious risks and mitigate the risks to 

an acceptable level. 

• Disable all unneeded services on hosts. Separate critical services so they run on different 

hosts. If an attacker then compromises a host, immediate access should be gained only

to a single service. 

• Run services with the least privileges possible to reduce the immediate impact of 

successful exploits. 

• Use host-based firewall software to limit individual hosts’ exposure to attacks. 

• Limit unauthorized physical access to logged-in systems by requiring hosts to lock idle 

screens automatically and asking users to log off before leaving the office. 

• Regularly verify the permission settings for critical resources, including password files, 

sensitive databases and public Web pages. This process can be easily automated to 

report changes in permissions on a regular basis. 

Authentication and 

Authorization 

• Create a password policy that requires the use of complex, difficult-to-guess passwords, 

forbids password sharing, and directs users to use different passwords on different 

systems, especially external hosts and applications. 

• Require sufficiently strong authentication, particularly for accessing critical resources. 

• Create authentication and authorization standards for employees and contractors to follow

when evaluating or developing software. For example, passwords should be strongly

encrypted using a FIPS 140-2 validated algorithm when they are transmitted or stored. 

• Establish procedures for provisioning and deprovisioning user accounts. These should 

include an approval process for new account requests and a process for periodically

disabling or deleting accounts that are no longer needed. 

Physical Security • Implement physical security measures that restrict access to critical resources. 

 92 War dialing is the process of dialing blocks of phone numbers to identify modems that are listening, then attempting to gain 

access to the host to which the modem is connected. Wardialing Brief is available from @Stake, Inc., at

http://www.atstake.com/research/reports/acrobat/wardialing_brief.pdf. 

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6.3 Detection and Analysis

Because unauthorized access incidents can occur in many forms, they can be detected through dozens of 

types of precursors and indications. Table 6-2, Unauthorized Access Precursors, lists possible precursors 

of an unauthorized access attack, explains the reason why each action might be performed, and provides a 

recommended response to potentially prevent a subsequent incident from occurring. Table 6-3, 

Unauthorized Access Indications, lists malicious actions such as root compromise, data modification, and 

unauthorized account usage. For each such action, the table lists possible indications of the action. These 

tables can easily be customized by the organization to include environment-specific precursors and 

indications, which should facilitate a more efficient and effective incident handling process. 

Table 6-2. Unauthorized Access Precursors 

Precursor Response 

Unauthorized access incidents are often 

preceded by reconnaissance activity to 

map hosts and services and to identify

vulnerabilities. Activity may include port 

scans, host scans, vulnerability scans, 

pings, traceroutes, DNS zone transfers, 

OS fingerprinting, and banner grabbing. 

Such activity is detected primarily 

through IDS software, secondarily 

through log analysis. 

Incident handlers should look for distinct changes in reconnaissance 

patterns—for example, a sudden interest in a particular port number or 

host. If this activity points out a vulnerability that could be exploited, the 

organization may have time to block future attacks by mitigating the 

vulnerability (e.g., patching a host, disabling an unused service, 

modifying firewall rules). 

A new exploit for gaining unauthorized 

access is released publicly, and it poses 

a significant threat to the organization. 

The organization should investigate the new exploit and, if possible, alter 

security controls to minimize the potential impact of the exploit for the 

organization. 

Users report possible social engineering

attempts—attackers trying to trick them 

into revealing sensitive information, such 

as passwords, or encouraging them to 

download or run programs and file 

attachments. 

The incident response team should send a bulletin to users with

guidance on handling the social engineering attempts. The team should 

determine what resources the attacker was interested in and look for 

corresponding log-based precursors because it is likely that the social 

engineering is only part of the reconnaissance. 

A person or system may observe a failed 

physical access attempt (e.g., outsider 

attempting to open a locked wiring closet 

door, unknown individual using a 

cancelled ID badge). 

If possible, security should detain the person. The purpose of the activity

should be determined, and it should be verified that the physical and 

computer security controls are strong enough to block the apparent 

threat. (An attacker who cannot gain physical access may perform 

remote computing-based attacks instead.) Physical and computer 

security controls should be strengthened if necessary. 

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Table 6-3. Unauthorized Access Indications

Malicious Action Possible Indications

Root compromise of a host • Existence of unauthorized security-related tools or exploits 

• Unusual traffic to and from the host (e.g., attacker may use the host to attack 

other systems)

• System configuration changes, including— 

o Process/service modifications or additions 

o Unexpected open ports 

o System status changes (restarts, shutdowns)

o Changes to log and audit policies and data 

o Network interface card set to promiscuous mode (packet sniffing) 

o New administrative-level user account or group 

• Modifications of critical files, timestamps and privileges, including executable 

programs, OS kernels, system libraries, and configuration and data files 

• Unexplained account usage (e.g., idle account in use, account in use from

multiple locations at once, unexpected commands from a particular user, large 

number of locked-out accounts) 

• Significant changes in expected resource usage (e.g., CPU, network activity, 

full logs, or file systems) 

• User reports of system unavailability 

• Network and host intrusion detection alerts 

• New files or directories with unusual names (e.g., binary characters, leading 

spaces, leading dots) 

• Highly unusual operating system and application log messages 

• Attacker contacts the organization to say that he or she has compromised a 

host 

Unauthorized data 

modification (e.g., Web server 

defacement, FTP warez 

server93) 

• Network intrusion detection alerts 

• Increased resource utilization

• User reports of the data modification (e.g., defaced Web site) 

• Modifications to critical files (e.g., Web pages) 

• New files or directories with unusual names (e.g., binary characters, leading 

spaces, leading dots) 

• Significant changes in expected resource usage (e.g., CPU, network activity, 

full logs or file systems) 

Unauthorized usage of 

standard user account 

• Access attempts to critical files (e.g., password files) 

• Unexplained account usage (e.g., idle account in use, account in use from

multiple locations at once, commands that are unexpected from a particular 

user, large number of locked-out accounts) 

• Web proxy log entries showing the download of hacker tools

Physical intruder • User reports of network or system unavailability

• System status changes (restarts, shutdowns)

• Hardware is completely or partially missing (i.e., a system was opened and a 

particular component removed) 

• Unauthorized new hardware (e.g., attacker connects a packet sniffing laptop to 

a network or a modem to a host) 

Unauthorized data access 

(e.g., database of customer 

information, password files) 

• Intrusion detection alerts of attempts to gain access to the data through FTP, 

HTTP, and other protocols 

• Host-recorded access attempts to critical files

Unauthorized access incidents differ from other types of incidents in that they tend to occur in several 

steps. Typically, attackers will perform multiple reconnaissance activities to map networks; identify

hosts; determine what operating system, services, and applications each host runs; and find vulnerabilities 

that may be remotely exploitable. Reconnaissance has become so commonplace that organizations often 

 93 A warez server is a file server that is used to distribute illegal content. Originally, “warez” referred to pirated software, but

the term now also includes other illegal content such as copies of copyrighted songs and movies. Attackers often exploit

vulnerabilities in FTP servers to gain unauthorized access so they can use the server to distribute their warez files. 

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ignore it because of time and resource limitations. However, it is important for organizations to review 

reconnaissance activity, at least minimally, to get a sense of the risks they currently face. 

After the reconnaissance steps have been completed, attackers begin taking actions to acquire 

unauthorized access to systems. Many vulnerabilities permit privileged access to be gained in a single 

step, while other vulnerabilities only provide user-level access. Ultimately, most attackers are seeking 

administrator-level access to systems, so they generally look first for vulnerabilities that can grant 

privileged access. If such a vulnerability cannot be found or successfully exploited, attackers may

attempt to find and exploit vulnerabilities that can provide user-level access and then carry out additional 

attacks to elevate the access level. Because this process may take a considerable amount of time, the 

attack may be detected at an intermediate step, when some access has been granted but additional access 

is being pursued. The incident response team should endeavor to detect, validate, and halt such incidents 

before full administrator access is gained. If the attacker gains administrator-level access, the attacker is 

likely to install rootkits and establish backdoors so that he or she can access the system remotely with 

administrative privileges in the future. 

During unauthorized access incidents, it is often difficult to distinguish benign activity from malicious 

activity. Indications such as system shutdowns, audit configuration changes, and executable 

modifications are probably caused by routine system administration, not by attacks. The key to 

determining the source of the activity is the organization’s change management process. If a system is 

scheduled for maintenance, such as an operating system upgrade, this information should be provided to

the staff that monitor and analyze precursors and indications (including outsourcers or contractors). 

When suspicious indications are detected, the analyst can quickly verify that they are caused by a planned 

maintenance activity. If the change management process does not accurately capture the necessary

information, then incident handlers may need to contact system administrators to confirm that they have 

performed the activity. Malicious activity may escalate to a full root compromise by the time the handler 

can reach the system administrator. 

When prioritizing unauthorized access incidents, determining the current and likely future impact of the 

incident can be very difficult. Because attackers want to elevate user-level access privileges to 

administrator-level access, ongoing incidents could potentially result in root-level access. The current 

impact of the incident may be difficult to judge until extensive analysis has been conducted, and the 

incident may need to be prioritized before the analysis is complete. Therefore, it is best to prioritize 

unauthorized access incidents based on an estimate of the current impact, with the assumption that the 

impact will become more severe without intervention. Timeframes can then be assigned to each impact 

category by the criticality of the resources that have been accessed without authorization. 

6.4 Containment, Eradication, and Recovery

In addition to the general guidance presented in Section 3.3, this section gives specific recommendations 

for performing containment, and gathering and handling evidence for unauthorized access incidents. 

6.4.1 Choosing a Containment Strategy

Response time is critical when attempting to contain an unauthorized access incident. Extensive analysis 

may be required to determine exactly what has happened; and in the case of an active attack, the state of 

things may be changing rapidly. In most cases, it is advisable to perform an initial analysis of the 

incident, prioritize the incident, implement initial containment measures, and then perform further 

analysis to determine if the containment measures were sufficient. For example, it may not be 

immediately apparent if an attacker has copied a system’s password file. Disconnecting the system from

the network while incident handlers determine if the password file was compromised should prevent an 

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attacker from using those passwords—assuming that the passwords are unique to that system. In most 

environments, however, they are not. Because of trust relationships between systems and users providing 

the same or similar passwords for many systems, stolen passwords are often used to access systems other 

than the one they were stolen from. An incident can quickly expand from a single host to dozens of hosts 

within minutes. 

Incident handlers walk a fine line when choosing containment strategies because if they assume the worst, 

the containment strategy could be to shut all networks and systems down. Incident handlers should

consider more moderate solutions that focus on mitigating the risks to the extent practical, rather than 

shutting down the whole environment for days at a time (unless, of course, the extent of the malicious 

activity is so great that a complete shutdown is merited). An appropriate combination of the following 

actions should be effective in the initial or final containment of an unauthorized access incident: 

+ Isolate the affected systems. This is the simplest technique for containing an unauthorized 

access incident—disconnect each affected system from the network. This prevents the affected 

systems from being further compromised. However, it can be challenging to identify all affected 

systems. Attackers often use one compromised system as the source of attacks against other 

internal systems. Handlers should examine other systems for signs of successful attacks and 

contain those components of the incident as well. If many systems need to be checked, 

automated methods could be used, such as performing port scans for backdoors. 

+ Disable the affected service. If an attacker is using a particular service to gain unauthorized 

access, containing the incident may include temporarily or permanently disabling the service. For 

example, if the attacker is exploiting an FTP vulnerability and the unauthorized access is limited 

to the FTP data files, the incident could be contained by temporarily disabling the FTP service. If 

the server is inadvertently running FTP, then FTP should be disabled permanently.

+ Eliminate the attacker’s route into the environment. If possible, prevent the attacker from

accessing nearby resources that might be the next targets while minimizing disruption of services 

to authorized users. Examples include temporarily blocking incoming connections to a particular 

network segment or disconnecting a remote access server. 

+ Disable user accounts that may have been used in the attack. The same accounts and 

passwords that were acquired from one system may work on other systems; therefore, the 

accounts may need to be disabled across the enterprise. Handlers should also look for new user 

accounts that may have been created by the attacker. Accounts should be disabled, rather than 

just changing passwords, until handlers determine what actions the attacker performed. 

+ Enhance physical security measures. If an unauthorized access incident involves a breach of 

physical security, additional containment strategies should be followed. For example, if an 

outsider is suspected of gaining access to a server room, not only should the server room be 

secured more strongly, but also the physical security staff or law enforcement may need to search 

the facility to confirm that the intruder is not still present. Other security changes may be 

merited; if the attacker can breach security in one instance, other opportunities may present 

themselves. 

6.4.2 Evidence Gathering and Handling 

When handlers suspect that unauthorized access has been gained to a system, they should make a full 

image backup of the system. Other relevant data, including host and application logs, intrusion detection 

alerts, and firewall logs, may provide correlating evidence of the unauthorized access. If a physical 

security breach occurred during the incident, additional evidence may be available through physical 

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COMPUTER SECURITY INCIDENT HANDLING GUIDE

security system logs, security camera tapes, and eyewitness accounts. Unauthorized access incidents are 

more likely than most other incidents to lead to prosecution, so it is important to follow established 

evidence gathering and handling procedures and to contact law enforcement if the situation merits their 

involvement. 

6.4.3 Eradication and Recovery

Successful attackers frequently install rootkits, which modify or replace dozens or hundreds of files, 

including system binaries. Rootkits hide much of what they do, making it tricky to identify what was 

changed.94 Therefore, if an attacker appears to have gained root access to a system, handlers cannot trust 

the OS. Typically, the best solution is to restore the system from a known good backup or reinstall the 

operating system and applications from scratch, and then secure the system properly. Changing all 

passwords on the system, and possibly on all systems that have trust relationships with the victim system, 

is also highly recommended. Some unauthorized access incidents involve the exploitation of multiple 

vulnerabilities, so it is important for handlers to identify all vulnerabilities that were used and to 

determine strategies for correcting or mitigating each vulnerability. Other vulnerabilities that are present 

also should be mitigated, or an attacker may use them instead. 

If an attacker only gains a lesser level of access than administrator-level, eradication and recovery actions 

should be based on the extent to which the attacker gained access. Vulnerabilities that were used to gain 

access should be mitigated appropriately. Additional actions should be performed as merited to identify

and address weaknesses systemically. For example, if an attacker gained user-level access by guessing a 

weak password, then not only should that account’s password be changed to a stronger password, but also 

the system administrator and owner should consider enforcing stronger password requirements. If the 

system was in compliance with the organization’s password policies, the organization should consider 

revising its password policies. 

6.5 Checklist for Handling Unauthorized Access Incidents 

The checklist in Table 6-4 provides the major steps to be performed in handling an unauthorized access 

incident. This checklist is a continuation of the Initial Incident Handling Checklist in Table 3-5. Note 

that the exact sequence of steps may vary based on the nature of individual incidents and on the strategies

chosen by the organization for containing incidents. 

Table 6-4. Unauthorized Access Incident Handling Checklist 

Action Completed 

Detection and Analysis 

1. Prioritize handling the incident based on its business impact

1.1 Identify which resources have been affected and forecast which resources will be 

 affected 

1.2 Estimate the current technical effect of the incident 

1.3 Find the appropriate cell(s) in the prioritization matrix, based on the technical effect 

 and affected resources

2. Report the incident to the appropriate internal personnel and external organizations 

Containment, Eradication, and Recovery

3. Perform an initial containment of the incident 

 94 Tools such as chkrootkit (http://www.chkrootkit.org/) can be useful in determining whether a rootkit has been installed on a 

system.

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COMPUTER SECURITY INCIDENT HANDLING GUIDE

Action Completed 

4. Acquire, preserve, secure, and document evidence 

5. Confirm the containment of the incident 

5.1 Further analyze the incident and determine if containment was sufficient (including 

 checking other systems for signs of intrusion) 

5.2 Implement additional containment measures if necessary

6. Eradicate the incident 

6.1 Identify and mitigate all vulnerabilities that were exploited 

6.2 Remove components of the incident from systems 

7. Recover from the incident 

7.1 Return affected systems to an operationally ready state 

7.2 Confirm that the affected systems are functioning normally 

7.3 If necessary, implement additional monitoring to look for future related activity

Post-Incident Activity

8. Create a follow-up report 

9. Hold a lessons learned meeting 

6.6 Recommendations 

The key recommendations presented in this section for handling unauthorized access incidents are 

summarized below. 

+ Configure intrusion detection software to alert on attempts to gain unauthorized access.

Network and host-based intrusion detection software (including file integrity checking software) 

is valuable for detecting attempts to gain unauthorized access. Each type of software may detect 

incidents that the other types of software cannot, so the use of multiple types of computer security

software is highly recommended. 

+ Configure all hosts to use centralized logging. Incidents are easier to detect if data from all 

hosts across the organization is stored in a centralized, secured location. 

+ Establish procedures for having all users change their passwords. A password compromise 

may force the organization to require all users of an application, system, or trust domain—or 

perhaps the entire organization—to change their passwords. 

+ Configure the network perimeter to deny all incoming traffic that is not expressly 

permitted. By limiting the types of incoming traffic, attackers should be able to reach fewer 

targets and should be able to reach the targets using designated protocols only. This should 

reduce the number of unauthorized access incidents. 

+ Secure all remote access methods, including modems and VPNs. Unsecured modems provide 

easily attainable unauthorized access to internal systems and networks. Remote access clients are 

often outside the organization’s control, so granting them access to resources increases risk. 

+ Put all publicly accessible services on secured DMZ network segments. This permits the 

organization to allow external hosts to initiate connections to hosts on the DMZ segments only, 

not to hosts on internal network segments. This should reduce the number of unauthorized access 

incidents. 

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COMPUTER SECURITY INCIDENT HANDLING GUIDE

+ Disable all unneeded services on hosts and separate critical services. Every service that is

running presents another potential opportunity for compromise. Separating critical services is 

important because if an attacker compromises a host that is running a critical service, immediate 

access should be gained only to that one service. 

+ Use host-based firewall software to limit individual hosts’ exposure to attacks. Deploying 

host-based firewall software to individual hosts and configuring it to deny all activity that is not 

expressly permitted should further reduce the likelihood of unauthorized access incidents. 

+ Create and implement a password policy. The password policy should require the use of 

complex, difficult-to-guess passwords and ensure that authentication methods are sufficiently 

strong for accessing critical resources. Weak and default passwords are likely to be guessed or 

cracked, leading to unauthorized access. 

+ Provide change management information to the incident response team. Indications such as 

system shutdowns, audit configuration changes, and executable modifications are probably

caused by routine system administration, rather than attacks. When such indications are detected, 

the team should be able to use change management information to verify that the indications are 

caused by authorized activity. 

+ Select containment strategies that balance mitigating risks and maintaining services. 

Incident handlers should consider moderate containment solutions that focus on mitigating the

risks as much as is practical while maintaining unaffected services. 

+ Restore or reinstall systems that appear to have suffered a root compromise. The effects of 

root compromises are often difficult to identify completely. The system should be restored from

a known good backup, or the operating system and applications should be reinstalled from

scratch. The system should then be secured properly so the incident cannot recur. 

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COMPUTER SECURITY INCIDENT HANDLING GUIDE

7. Handling Inappropriate Usage Incidents 

7.1 Incident Definition and Examples 

An inappropriate usage incident occurs when a user performs actions that violate acceptable computing 

use policies. Although such incidents are often not security related, handling them is very similar to 

handling security-related incidents. Therefore, it has become commonplace for incident response teams 

to handle many inappropriate usage incidents. Examples of incidents a team might handle include users 

who— 

+ Download password cracking tools or pornography 

+ Send spam promoting a personal business 

+ E-mail harassing messages to coworkers 

+ Set up an unauthorized Web site on one of the organization’s computers 

+ Use file or music sharing services to acquire or distribute pirated materials 

+ Transfer sensitive materials from the organization to external locations. 

Certain inappropriate usage incidents are more challenging to handle because they are targeted at outside 

parties. Of course, this raises liability concerns. What makes these incidents particularly interesting is 

that in some cases, the organization is not actually the source of the attacks—but it appears to outside 

parties that the organization attacked them. The handlers should work quickly to investigate the activity, 

collect evidence, and determine if the activity originated from the organization’s networks or systems. 

Examples of inappropriate usage incidents directed at outside parties include— 

+ An internal user defacing another organization’s public Web site 

+ An internal user purchasing items from online retailers with stolen credit card numbers 

+ A third party sending spam e-mails with spoofed source e-mail addresses that appear to belong to 

the organization 

+ A third party performing a DoS against an organization by generating packets with spoofed 

source IP addresses that belong to the organization. 

7.2 Preparation

This section provides guidance on preparing to handle inappropriate usage incidents and on preventing 

inappropriate usage incidents. 

7.2.1 Incident Handling Preparation 

In addition to the general guidance presented in Sections 3.1.1 and 3.2.3, other actions should be 

performed while preparing to handle inappropriate usage incidents: 

+ Meet with representatives of the organization’s human resources and legal departments to discuss 

the handling of inappropriate usage incidents. Monitoring and logging of user activities should 

comply with the organization’s policies. In addition, the incident response team should 

understand the intricacies of handling incidents that directly involve employees. For example, 

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early indications may imply that a particular employee has been downloading pornography; 

further analysis shows that someone else used the employee’s account. Discretion and 

confidentiality should be incorporated into incident response procedures. 

+ Meet with members of the organization’s physical security team to discuss interactions with 

internal users. Incident handlers should consider their own safety; for example, the user may be

mentally unstable or may have committed illegal acts and does not wish to be apprehended. 

Attempting to interview such a user or acquire the user’s workstation may pose a risk to the 

incident handler. Incident response teams should establish a procedure for handling such 

situations with the physical security team’s assistance (and other teams, such as human resources, 

as appropriate). 

+ Discuss liability issues with the organization’s public affairs and legal departments, particularly 

for incidents that are targeted at outside parties. It is critical for incident handlers to understand 

when they should discuss incidents with the allegedly attacked party and what information they 

should reveal. 

+ Configure network-based IDS software to identify certain types of activity, including— 

– The use of unauthorized services, such as peer-to-peer file and music sharing 

– Spam (e.g., e-mail relaying attempts) 

– Any file activity (e.g., e-mail attachments, FTP transfers, Web requests) with suspicious 

words in the filename (e.g., “confidential,” sexually explicit terms) 

– Outbound reconnaissance activity and attacks. 

+ Log user activities such as FTP commands, Web requests, and e-mail headers. This may be done 

through proxies and application logs or by some network-based IDS sensors. The goal is to log 

the basic information on such activities without storing sensitive content, such as e-mail text and 

file attachments. Organizations should balance privacy considerations with the value of such 

information for investigative and evidentiary purposes. 

7.2.2

 

Incident Prevention

Generally, little can be done to prevent inappropriate usage incidents from occurring, other than 

increasing user awareness of appropriate behavior, requiring users to read and sign an acceptable use 

policy, and informing users that their activities are regularly monitored. However, the following 

suggested actions might be helpful in reducing certain types of inappropriate usage incidents: 

+ Configure network devices to prevent the use of services that violate organization policies, such 

as peer-to-peer file sharing and music sharing services. However, blocking this traffic may be 

impractical because such services may use millions of workstations around the world and be 

tunneled over various ports. 

+ Configure the organization’s e-mail servers so that they cannot be used for unauthorized mail 

relaying, a common way to send spam.

95

95 The Mail Abuse Prevention System (MAPS) Web site (http://mail-abuse.org/tsi/ar-fix.html) provides advice on preventing

mail relaying for dozens of e-mail programs. 

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+ Implement spam filtering software on all e-mail servers. This action should not only block much 

of the spam sent to users from external parties but also help prevent internal users from sending 

spam. 

+ Implement uniform resource locator (URL) filtering to prevent access to inappropriate Web sites. 

This is only effective if users are forced to use it. This action can be accomplished by creating 

Web proxy servers that run the URL filtering software and configuring network firewalls so that 

all outgoing Web requests must be made by the proxy servers. Users must go through one of the 

proxy servers to access external Web sites. 

+ Consider limiting outbound connections that use encrypted protocols, such as Secure Shell (SSH), 

HTTP Secure (HTTPS) and IP Security Protocol (IPsec). Permitting unnecessary encrypted 

connections may allow users to perform actions that security controls cannot monitor. For 

example, a user could establish a Secure Shell (SSH) connection to an external server and 

download illegal materials; because the connection is encrypted, network security controls could 

not determine the nature of the activity. Possible methods for limiting the traffic include firewall 

rulesets and URL filtering (e.g., blocking access to public HTTPS proxy servers). 

7.3 Detection and Analysis

Inappropriate usage incidents are most often detected through user reports, such as seeing inappropriate 

material on a user’s screen or receiving a threatening e-mail. There are usually no precursors of 

inappropriate usage.96 Table 7-1, Inappropriate Usage Indications, lists actions such as unauthorized 

service usage and access to inappropriate materials. For each such action, the table lists possible 

indications of the action. The table can be customized easily by the organization to include environmentspecific precursors and indications, which should facilitate a more efficient and effective incident 

handling process. 

Table 7-1. Inappropriate Usage Indications 

Inappropriate Action Possible Indications

Unauthorized service usage 

(e.g., Web server, file sharing,

music sharing)

• Network intrusion detection alerts 

• Unusual traffic to and from the host 

• New process/software installed and running on a host 

• New files or directories with unusual names (e.g., “warez” server style names) 

• Increased resource utilization (e.g., CPU, file storage, network activity) 

• User reports 

• Application log entries (e.g., Web proxies, FTP servers, e-mail servers) 

Access to inappropriate 

materials (e.g., downloading 

pornography, sending spam) 

• Network intrusion detection alerts 

• User reports 

• Application log entries (e.g., Web proxies, FTP servers, e-mail servers) 

• Inappropriate files on workstations, servers, or removable media 

Attack against external party • Network intrusion detection alerts 

• Outside party reports 

• Network, host, and application log entries97

The incident response team should be cautious about assisting with reports of inappropriate usage that are 

not clearly incidents. For example, a manager might report that an employee seems to be wasting 

significant time with computers, but the manager has no idea what the employee is doing. The manager 

 96 One exception is when an internal user conducts reconnaissance before attacking an external network or host. In that case, 

the same precursors that apply to DoS or unauthorized access incidents are applicable. 97 Examples of indications include e-mail server log entries of bounced e-mails with forged source addresses and firewall log 

entries of TCP RST packets that do not have a corresponding SYN (i.e., backscatter from spoofed packets). 

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may ask the team to monitor the employee’s Internet usage and analyze files on the user’s hard drive. 

The team should not assist with such requests unless appropriate management and human resources 

personnel provide written approval. 

Analyzing inappropriate usage incidents is typically straightforward, except for incidents that have been 

reported by outside parties. The key to analyzing such incidents is determining whether the organization 

was really the source of the attack or if spoofing has simply created that appearance. This should be fairly

easy to determine if proper logging is being performed and the organization has good security controls in 

place. For example, if firewalls are configured to log all connections and connection attempts, the 

firewall logs should record any outgoing attacks—assuming that all outgoing communications pass 

through a firewall. If the organization’s perimeter is unsecured, it will be more difficult to determine 

whether the attack came from the organization because the attacker could have taken another route that 

circumvents the firewall. 

Another factor that can complicate incident analysis is when the identity of the person causing the 

incident cannot be determined by reviewing existing data. Increasing the monitoring of computing or 

physical resources is usually effective in identifying the individual if the activity continues. A more

challenging alternative is to generate a profile of the suspected perpetrator’s usage characteristics and 

goals, and to work with human resources on expanding the profile. This technique is effective only in

certain cases. Proactive monitoring is the recommended method of identifying who is causing incidents. 

It is also useful in determining if an act was isolated or unintentional, or part of a pattern of behavior. 

Inappropriate usage incidents are generally easy to prioritize. Unless a crime is involved or the 

organization’s reputation is likely to sustain major damage, these incidents do not need to be handled with 

the same urgency as other incidents. Table 7-2 shows a sample matrix for prioritizing inappropriate usage 

incidents. Although it is constructed differently from the matrix presented in Section 3.2.6, both matrices 

prioritize responses based on the business impact of the incident. Table 7-2 defines the business impact 

by two factors: (1) whether the activity is criminal, and (2) how much damage the organization’s 

reputation may sustain. Criminal activity dictates a faster response for evidentiary reasons. Incidents that 

will cause major damage to the organization’s reputation should generally be handled more quickly than 

those that will cause little or no damage. 

Table 7-2. Sample Service Level Agreement for Inappropriate Usage Incidents 

Nature of Incident 

Current Impact or Likely

Future Impact of the

Incident 

Criminal Activity Noncriminal Activity

Major damage to the 

organization’s reputation 

Within 15 minutes, initial response begins 

Within 1 hour, team contacts public 

affairs, human resources, legal 

department, and law enforcement 

Within 1 hour, initial response begins 

Within 2 hours, team contacts public 

affairs and human resources

Minor damage to the

organization’s reputation 

Within 2 hours, initial response begins 

Within 4 hours, team contacts human

resources, legal department, and law

enforcement 

Within 4 hours, initial response

begins 

Within 8 hours, team contacts human

resources 

No damage to the

organization’s reputation 

Within 4 hours, initial response begins 

Within 8 hours, team contacts human

resources, legal department, and law

enforcement 

Within 1 day, initial response begins 

Within 2 days, team contacts human

resources 

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There is one caveat to prioritizing inappropriate usage incidents. A sizable number of these incidents are 

actually follow-on activities to previous incidents, such as a root compromise of a host or a successful 

malicious code infection. Section 8 discusses prioritizing an incident that encompasses two or more

incidents. 

7.4 Containment, Eradication, and Recovery

Inappropriate usage incidents typically require no containment, eradication, or recovery actions, other 

than possibly deleting objectionable materials or uninstalling unauthorized software.98 For most 

inappropriate usage incidents, evidence acquisition is important. Evidence may be needed for prosecuting 

or disciplining an individual and for limiting liability by demonstrating that the organization did its best to 

prevent, detect, and halt the activity. Evidence storage is particularly important because internal users 

have physical access to many facilities. Addressing the threat of having evidence altered or destroyed 

may require coordination with the organization’s physical security staff. 

7.5 Checklist for Handling Inappropriate Usage Incidents 

The checklist in Table 7-3 provides the major steps to be performed in handling an inappropriate usage 

incident. This checklist is a continuation of the Initial Incident Handling Checklist in Table 3-5. Note 

that the sequence of steps may vary based on the nature of individual incidents. 

Table 7-3. Inappropriate Usage Incident Handling Checklist 

Action Completed 

Detection and Analysis 

1. Prioritize the handling of the incident based on its business impact 

1.1 Determine whether the activity seems criminal in nature 

1.2 Forecast how severely the organization’s reputation may be damaged 

1.3 Find the appropriate cell(s) in the prioritization matrix, based on the criminality 

 and damage to reputation 

2. Report the incident to the appropriate internal personnel and external organizations 

Containment, Eradication, and Recovery

3. Acquire, preserve, secure, and document evidence 

4. If necessary, contain and eradicate the incident (e.g., remove inappropriate materials) 

Post-Incident Activity

5. Create a follow-up report 

6. Hold a lessons learned meeting 

7.6 Recommendations 

The key recommendations presented in this section for handling inappropriate usage incidents are 

summarized below. 

+ Discuss the handling of inappropriate usage incidents with the organization’s human 

resources and legal departments. Processes for monitoring and logging user activities should 

 98 An exception to this is when a user is attacking another organization; such incidents should be contained as quickly as 

possible to prevent additional damage to others’ systems and to limit potential liability. Another possible exception is that

the incident response team may want to inform an external organization that one of their hosts contains illegal materials. 

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comply with the organization’s policies and all applicable laws. Procedures for handling 

incidents that directly involve employees should incorporate discretion and confidentiality.

+ Discuss liability issues with the organization’s legal department. Liability issues may arise 

during inappropriate usage incidents, particularly for incidents that are targeted at outside parties. 

Incident handlers should understand when they should discuss incidents with the allegedly

attacked party and what information they should reveal. 

+ Configure network-based intrusion detection software to detect certain types of 

inappropriate usage. Intrusion detection software has built-in capabilities to detect certain 

inappropriate usage incidents, such as the use of unauthorized services, outbound reconnaissance 

activity and attacks, and improper e-mail relay usage (e.g., sending spam). 

+ Log basic information on user activities. Basic information on user activities (e.g., FTP 

commands, Web requests, and e-mail headers) may be valuable for investigative and evidentiary

purposes. 

+ Configure all e-mail servers so they cannot be used for unauthorized mail relaying. Mail

relaying is commonly used to send spam. 

+ Implement spam filtering software on all e-mail servers. Spam filtering software can block 

much of the spam sent by external parties to the organization’s users, as well as spam sent by

internal users.

+ Implement URL filtering software. URL filtering software prevents access to many

inappropriate Web sites. Users should be required to use the software, typically by preventing

access to external Web sites unless the traffic passes through a server that performs URL filtering. 

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8. Handling Multiple Component Incidents 

8.1 Incident Definition and Examples 

A multiple component incident is a single incident that encompasses two or more incidents. Figure 8-1 

provides an example of the steps that could comprise a multiple component incident: 

1. Malicious code spread through e-mail compromises an internal workstation. 

2. An attacker (who may or may not be the one who sent the malicious code) uses the infected 

workstation to compromise additional workstations and servers. 

3. An attacker (who may or may not have been involved in Steps 1 or 2) uses one of the 

compromised hosts to launch a DDoS attack against another organization. 

Figure 8-1. Example of a Multiple Component Incident

This multiple component incident consists of a malicious code incident, several unauthorized access 

incidents, and a DoS incident. If the organization is made aware of the incident by a complaint from the 

target of the DoS attack, then an inappropriate usage incident has also occurred. As shown by the 

example, a multiple component incident may involve several related incidents performed by different 

perpetrators. This complicates the incident analysis process. 

8.2 Preparation, Detection, and Analysis 

Multiple component incidents are often difficult to analyze. Incident handlers may know about one 

portion of the incident only but may not realize that the incident is composed of several stages. Handlers 

may also be aware of multiple incidents but not realize that they are related. Further complicating the 

analysis is that the incident’s stages may occur over a period of weeks or months. Unless the organization 

has excellent logging and log archiving processes in place, the evidence of earlier stages of the incident 

may be gone. Even if the data is available, it can be challenging for the analyst to determine which 

indications are related among all the data. 

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The main preparation for handling multiple component incidents is the same as that previously noted for 

each individual incident category. Another helpful activity is to conduct exercises in which the incident 

response team reviews scenarios involving multiple component incidents. The use of centralized logging 

and correlation software has already been recommended for facilitating more efficient incident analysis. 

This is particularly true for analyzing multiple component incidents, which typically have several 

precursor and indication sources. Incident handlers should diagnose an incident as having multiple 

components more quickly if all precursors and indications are accessible from a single point of view. 

8.3 Containment, Eradication, and Recovery

Handlers should not become fixated on immediately determining all components of an incident. Every

incident that is detected could be a multiple component incident, but it could take an extended period of 

time for a handler to authoritatively determine that an incident has only a single component. Meanwhile, 

the initial incident has not been contained. It is generally better to contain the initial incident and then 

search for signs of other components. Experienced handlers should be able to make an educated guess as 

to whether an incident has other components. It can be generally assumed that unauthorized access 

incidents are more likely to have multiple components, and other types of incidents are less likely to have 

multiple components. 

Handlers who are aware of multiple components of an incident should separately prioritize the handling 

of each component because not enough resources will likely be available to handle all components 

simultaneously. If the organization has created prioritization guidelines that address all incident 

categories, the handler can identify the specified response time for each component and handle the most 

urgent need first. Another factor to consider is how current each component is—a DoS attack in progress 

should usually be addressed more quickly than a malicious code infection that occurred six weeks ago. 

Furthermore, if one component creates a path for attackers to reach targets, the handler may be able to 

contain the whole incident by containing just that one component. (Note that other components will still 

need to be handled, just not as urgently.) Handlers should be cautious, though, because attackers may

have created or discovered additional paths to the targets. 

8.4 Checklist for Handling Multiple Component Incidents 

The checklist in Table 8-1 provides the major steps to be performed in handling a multiple component 

incident. This checklist is a continuation of the Initial Incident Handling Checklist in Table 3-5. Note 

that the sequence of steps may vary based on the nature of individual incidents and on the strategies 

chosen by the organization for containing incidents. 

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Table 8-1. Multiple Component Incident Handling Checklist 

Action Completed 

Detection and Analysis 

1. Prioritize handling the incident based on its business impact

1.1 Follow the Step 1 instructions for each applicable incident category 

1.2 Determine the proper course of action for each incident component 

2. Report the incident to the appropriate internal personnel and external organizations 

Containment, Eradication, and Recovery

3. Follow the Containment, Eradication, and Recovery steps for each component, based on 

the results of Step 1 

Post-Incident Activity

4. Create a follow-up report 

5. Hold a lessons learned meeting 

8.5 Recommendations 

The key recommendations presented in this section for handling multiple component incidents are 

summarized below. 

+ Use centralized logging and event correlation software. Incident handlers should identify an 

incident as having multiple components more quickly if all precursors and indications are 

accessible from a single point of view. 

+ Contain the initial incident and then search for signs of other incident components. It can 

take an extended period of time for a handler to authoritatively determine that an incident has 

only a single component; meanwhile, the initial incident has not been contained. It is usually 

better to contain the initial incident first. 

+ Separately prioritize the handling of each incident component. Resources are probably too 

limited to handle all incident components simultaneously. Components should be prioritized 

based on response guidelines for each component and how current each component is. 

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Appendix A—Recommendations

Appendix A lists the major recommendations presented in Sections 2 through 8 of this document. The 

first group of recommendations applies to organizing an incident response capability. The remaining 

recommendations have been grouped by the phases of the incident response life cycle—preparation; 

detection and analysis; containment, eradication, and recovery; and post-incident activity. Each group 

contains general recommendations for its incident response phase and any applicable recommendations 

for handling particular categories of incidents (e.g., denial of service [DoS]) during the phase. 

A.1 

A.1.1 

A.1.2 

Organizing a Computer Security Incident Response Capability

+ Establish a formal incident response capability. Organizations should be prepared to respond 

quickly and effectively when computer security defenses are breached. The Federal Information 

Security Management Act (FISMA) requires Federal agencies to establish incident response 

capabilities. 

Incident Response Policy and Procedure Creation 

+ Create an incident response policy and use it as the basis for incident response procedures. 

The incident response policy is the foundation of the incident response program. It defines which 

events are considered incidents, establishes the organizational structure for incident response, 

defines roles and responsibilities, and lists the requirements for reporting incidents, among other 

items. 

+ Establish policies and procedures regarding incident-related information sharing. The 

organization will want or be required to communicate incident details with outside parties, such 

as the media, law enforcement agencies, and incident reporting organizations. The incident 

response team should discuss this requirement at length with the organization’s public affairs 

staff, legal advisors, and management to establish policies and procedures regarding information 

sharing. The team should comply with existing organization policy on interacting with the media 

and other outside parties. 

+ Provide pertinent information on incidents to the appropriate incident reporting 

organization. Federal civilian agencies are required to report incidents to the Federal Computer 

Incident Response Center (FedCIRC). Reporting benefits the agencies because the incident 

reporting organizations use the reported data to provide information to the agencies regarding 

new threats and incident trends. 

Incident Response Team Structure and Services 

+ Consider the relevant factors when selecting an appropriate incident response team model. 

Organizations should carefully weigh the advantages and disadvantages of each possible team 

structure model and staffing model in the context of the organization’s needs and available 

resources. 

+ Select people with appropriate skills for the incident response team. The credibility and 

proficiency of the team depend largely on the technical skills of its members. Poor technical 

judgment can undermine the team’s credibility and cause incidents to worsen. Critical technical 

skills include system administration, network administration, programming, technical support,

and intrusion detection. Teamwork and communications skills are also needed for effective 

incident handling. 

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+ Identify other groups within the organization that may need to participate in incident 

handling. Every incident response team relies on the expertise and judgment of other teams, 

including management, information security, information technology (IT) support, legal, public 

affairs, and facilities management. 

+ Determine which services the team should offer. Although the main focus of the team is 

incident response, most teams perform additional functions. Examples include distributing 

security advisories, performing vulnerability assessments, educating users on security, and 

monitoring intrusion detection sensors. 

A.2

A.2.1 

A.2.2 

Preparation

+ Acquire tools and resources that may be of value during incident handling. The team will be 

more efficient at handling incidents if various tools and resources are already available to them. 

Examples include contact lists, encryption software, network diagrams, backup devices, computer 

forensic software, port lists, and security patches. 

+ Prevent incidents from occurring by ensuring that networks, systems, and applications are 

sufficiently secure. Preventing incidents is beneficial to the organization and reduces the 

workload of the incident response team. Performing periodic risk assessments and reducing the 

identified risks to an acceptable level are effective in reducing the number of incidents. User, IT

staff, and management awareness of security policies and procedures is also very important. 

Denial of Service Incidents 

+ Configure firewall rulesets to prevent reflector attacks. Most reflector attacks can be stopped 

through network-based and host-based firewall rulesets that reject suspicious combinations of 

source and destination ports. 

+ Configure border routers to prevent amplifier attacks. Amplifier attacks can be blocked by

configuring border routers not to forward directed broadcasts. 

+ Determine how the organization’s Internet service providers (ISP) and second-tier 

providers can assist in handling network-based DoS attacks. ISPs can often filter or limit 

certain types of traffic, slowing or halting a DoS attack. They can also provide logs of DoS 

traffic and may be able to assist in tracing the source of the attack. The organization should meet 

with the ISPs in advance to establish procedures for requesting such assistance. 

+ Configure security software to detect DoS attacks. Intrusion detection software can detect 

many types of DoS activity. Establishing network and system activity baselines, and monitoring 

for significant deviations from those baselines, can also be useful in detecting attacks. 

+ Configure the network perimeter to deny all incoming and outgoing traffic that is not 

expressly permitted. By restricting the types of traffic that can enter and leave the environment, 

the organization will limit the methods that attackers can use to perform DoS attacks. 

Malicious Code Incidents 

+ Make users aware of malicious code issues. Users should be familiar with the methods that 

malicious code uses to propagate and the symptoms of infections. Holding regular user education 

sessions helps to ensure that users are aware of the risks that malicious code poses. Teaching 

users how to safely handle e-mail attachments should reduce the number of infections that occur. 

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+ Read antivirus bulletins. Bulletins regarding new malicious code threats provide timely

information to incident handlers. 

+ Deploy host-based intrusion detection systems, including file integrity checkers, to critical 

hosts. Host-based IDS software, particularly file integrity checkers, can detect signs of malicious 

code incidents, such as configuration changes and modifications to executables. 

+ Use antivirus software, and keep it updated with the latest virus signatures. Antivirus 

software should be deployed to all hosts and all applications that may be used to transfer 

malicious code. The software should be configured to detect and disinfect or quarantine 

malicious code infections. All antivirus software should be kept current with the latest virus 

signatures so the newest threats can be detected. 

+ Configure software to block suspicious files. Files that are very likely to be malicious should 

be blocked from the environment, such as those with file extensions that are usually associated 

with malicious code and files with suspicious combinations of file extensions. 

+ Eliminate open Windows shares. Many worms spread through unsecured shares on hosts 

running Windows. A single infection may rapidly spread to hundreds or thousands of hosts 

through unsecured shares.

A.2.3 Unauthorized Access Incidents 

+ Configure intrusion detection software to alert on attempts to gain unauthorized access.

Network and host-based intrusion detection software (including file integrity checking software) 

is valuable for detecting attempts to gain unauthorized access. Each type of software may detect 

incidents that the other types of software cannot, so the use of multiple types of computer security

software is highly recommended. 

+ Configure all hosts to use centralized logging. Incidents are easier to detect if data from all 

hosts across the organization is stored in a centralized, secured location. 

+ Establish procedures for having all users change their passwords. A password compromise 

may force the organization to require all users of an application, system, or trust domain—or 

perhaps the entire organization—to change their passwords. 

+ Configure the network perimeter to deny all incoming traffic that is not expressly 

permitted. By limiting the types of incoming traffic, attackers should be able to reach fewer 

targets and should be able to reach the targets using designated protocols only. This should 

reduce the number of unauthorized access incidents. 

+ Secure all remote access methods, including modems and virtual private networks (VPN). 

Unsecured modems provide easily attainable unauthorized access to internal systems and 

networks. Remote access clients are often outside the organization’s control, so granting them 

access to resources increases risk. 

+ Put all publicly accessible services on secured demilitarized zone (DMZ) network segments. 

This action permits the organization to allow external hosts to initiate connections to hosts on the 

DMZ segments only, not to hosts on internal network segments. This should reduce the number 

of unauthorized access incidents. 

+ Disable all unneeded services on hosts and separate critical services. Every service that is

running presents another potential opportunity for compromise. Separating critical services is 

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important because if an attacker compromises a host that is running a critical service, immediate 

access should be gained only to that one service. 

+ Use host-based firewall software to limit individual hosts’ exposure to attacks. Deploying 

host-based firewall software to individual hosts and configuring it to deny all activity that is not 

expressly permitted should further reduce the likelihood of unauthorized access incidents. 

+ Create and implement a password policy. The password policy should require the use of 

complex, difficult-to-guess passwords and should ensure that authentication methods are 

sufficiently strong for accessing critical resources. Weak and default passwords are likely to be 

guessed or cracked, leading to unauthorized access. 

A.2.4 

A.2.5 

Inappropriate Usage Incidents 

+ Discuss the handling of inappropriate usage incidents with the organization’s human 

resources and legal departments. Processes for monitoring and logging user activities should 

comply with the organization’s policies and all applicable laws. Procedures for handling 

incidents that directly involve employees should incorporate discretion and confidentiality.

+ Discuss liability issues with the organization’s legal departments. Liability issues may arise 

during inappropriate usage incidents, particularly for incidents that are targeted at outside parties. 

Incident handlers should understand when they should discuss incidents with the allegedly

attacked party and what information they should reveal. 

+ Configure network-based intrusion detection software to detect certain types of 

inappropriate usage. Intrusion detection software has built-in capabilities to detect certain 

inappropriate usage incidents, such as the use of unauthorized services, outbound reconnaissance 

activity and attacks, and improper mail relay usage (e.g., sending spam). 

+ Log basic information on user activities. Basic information on user activities such as File 

Transfer Protocol (FTP) commands, Web requests, and e-mail headers may be valuable for 

investigative and evidentiary purposes. 

+ Configure all e-mail servers so they cannot be used for unauthorized mail relaying. Mail

relaying is commonly used to send spam. 

+ Implement spam filtering software on all e-mail servers. Spam filtering software can block 

much of the spam sent by external parties to the organization’s users and spam sent by internal 

users. 

+ Implement uniform resource locator (URL) filtering software. URL filtering software 

prevents access to many inappropriate Web sites. Users should be required to use the software, 

typically by preventing access to external Web sites unless the traffic passes through a server that 

performs URL filtering. 

Multiple Component Incidents 

+ Use centralized logging and event correlation software. Incident handlers should identify an 

incident as having multiple components more quickly if all precursors and indications are 

accessible from a single point of view. 

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A.3 Detection and Analysis

+ Identify precursors and indications through alerts generated by several types of computer

security software. Network and host-based intrusion detection systems, antivirus software, and 

file integrity checking software are valuable for detecting signs of incidents. Each type of

software may detect incidents that the other types of software cannot, so the use of several types 

of computer security software is highly recommended. Third-party monitoring services can also

be helpful. 

+ Establish mechanisms for outside parties to report incidents. Outside parties may want to 

report incidents to the organization; for example, they may believe that one of the organization’s 

users is attacking them. Organizations should publish a phone number and e-mail address that 

outside parties can use to report such incidents. 

+ Require a baseline level of logging and auditing on all systems, and a higher baseline level 

on all critical systems. Logs from operating systems, services, and applications frequently

provide value during incident analysis, particularly if auditing was enabled. The logs can provide 

information such as which accounts were accessed and what actions were performed. 

+ Profile networks and systems. Profiling measures the characteristics of expected activity levels 

so that changes in patterns can be more easily identified. If the profiling process is automated, 

deviations from expected activity levels can be detected and reported to administrators quickly, 

leading to faster detection of incidents and operational issues. 

+ Understand the normal behaviors of networks, systems, and applications. Team members

who understand what normal behavior is should be able to recognize abnormal behavior more 

easily. This knowledge can best be gained by reviewing log entries and security alerts; the 

handlers should become familiar with the typical data and can investigate the unusual entries to 

gain more knowledge. 

+ Use centralized logging and create a log retention policy. Information regarding an incident 

may be recorded in several places. Organizations should deploy centralized logging servers and 

configure devices to send duplicates of their log entries to the centralized servers. The team

benefits because it can access all log entries at once; also, changes made to logs on individual 

hosts will not affect the data already sent to the centralized servers. A log retention policy is 

important because older log entries may show previous instances of similar or related activity. 

+ Perform event correlation. Indications of an incident may be captured in several logs. 

Correlating events among multiple sources can be invaluable in collecting all the available 

information for an incident and validating whether the incident occurred. Centralized logging

makes event correlation easier and faster. 

+ Keep all host clocks synchronized. If the devices reporting events have inconsistent clock 

settings, event correlation will be more difficult. Clock discrepancies may also cause issues from

an evidentiary standpoint.

+ Maintain and use a knowledge base of information. Handlers need to reference information 

quickly during incident analysis; a centralized knowledge base provides a consistent, 

maintainable source of information. The knowledge base should include general information, 

such as commonly used port numbers and links to virus information, and data on precursors and 

indications of previous incidents. 

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+ Create a diagnosis matrix for less experienced staff. Help desk staff, system administrators, 

and new incident response team members may need assistance in determining what type of 

incident may be occurring. A diagnosis matrix that lists incident categories and the symptoms 

associated with each category can provide guidance as to what type of incident is occurring and 

how the incident can be validated. 

+ Start recording all information as soon as the team suspects that an incident has occurred. 

Every step taken, from the time the incident was detected to its final resolution, should be 

documented and timestamped. Information of this nature can serve as evidence in a court of law 

if legal prosecution is pursued. Recording the steps performed can also lead to a more efficient 

and systematic, and less error-prone handling of the problem. 

+ Safeguard incident data. It often contains sensitive information regarding such elements as 

vulnerabilities, security breaches, and users that may have performed inappropriate actions. The 

team should ensure that access to incident data is restricted properly, both logically and 

physically. 

+ Prioritize incidents by business impact, based on the criticality of the affected resources and 

the technical impact of the incident. Because of resource limitations, incidents should not be 

handled on a first-come, first-served basis. Instead, organizations should establish written 

guidelines that outline how quickly the team must respond to the incident and what actions should 

be performed, based on the incident’s current and potential business impact. This guidance saves 

time for the incident handlers and provides a justification to management and system owners for 

their actions. Organizations should also establish an escalation process for those instances when 

the team does not respond to an incident within the designated time. 

+ Include provisions regarding incident reporting in the organization’s incident response 

policy. Organizations should specify which incidents must be reported, when they must be 

reported, and to whom. The parties most commonly notified are the chief information officer 

(CIO), head of information security, local information security officer, other incident response 

teams within the organization, and system owners. 

A.4 Containment, Eradication, and Recovery

+ Establish strategies and procedures for containing incidents. It is important to contain 

incidents quickly and effectively to limit their business impact. Organizations should define 

acceptable risks in containing incidents and develop strategies and procedures accordingly. 

Containment strategies should vary based on the type of incident. 

+ Follow established procedures for evidence gathering and handling. The team should clearly

document how all evidence has been preserved. Evidence should be accounted for at all times. 

The team should meet with legal staff and law enforcement agencies to discuss evidence 

handling, then develop procedures based on those discussions. 

+ Capture volatile data from systems as evidence. This effort includes lists of network 

connections, processes, login sessions, open files, network interface configurations, and the 

contents of memory. Running carefully chosen commands from trusted media can collect the 

necessary information without damaging the system’s evidence. 

+ Obtain system snapshots through full forensic disk images, not file system backups. Disk 

images should be made to sanitized write-protectable or write-once media. This process is 

superior to a file system backup for investigatory and evidentiary purposes. Imaging is also 

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valuable in that it is much safer to analyze an image than it is to perform analysis on the original

system because the analysis may inadvertently alter the original. 

A.4.1 

A.4.2 

A.4.3 

A.4.4 

A.5

Denial of Service Incidents 

+ Create a containment strategy that includes several solutions in sequence. The decisionmaking process for containing DoS incidents is easier if recommended solutions are 

predetermined. Because the effectiveness of each possible solution will vary among incidents, 

organizations should select several solutions and determine the sequence in which the solutions 

should be attempted. 

Malicious Code Incidents 

+ Contain malicious code incidents as quickly as possible. Because malicious code works 

surreptitiously and can propagate to other systems rapidly, early containment of a malicious code 

incident is needed to stop it from spreading and causing further damage. Infected systems should 

be disconnected from the network immediately. Organizations may need to block malicious code 

at the e-mail server level, or even temporarily suspend e-mail services to gain control over serious 

e-mail-borne malicious code incidents. 

Unauthorized Access Incidents 

+ Provide change management information to the incident response team. Indications such as 

system shutdowns, audit configuration changes, and executable modifications are probably

caused by routine system administration, rather than attacks. When such indications are detected, 

the team should be able to use change management information to verify that the indications are 

caused by authorized activity. 

+ Select containment strategies that balance mitigating risks and maintaining services. 

Incident handlers should consider moderate containment solutions that focus on mitigating the

risks as much as is practical while maintaining unaffected services. 

+ Restore or reinstall systems that appear to have suffered a root compromise. The effects of 

root compromises are often difficult to identify completely. The system should be restored from

a known good backup, or the operating system and applications should be reinstalled from

scratch. The system should then be secured properly so the incident cannot recur. 

Multiple Component Incidents 

+ Contain the initial incident and then search for signs of other incident components. It can 

take an extended period of time for a handler to authoritatively determine that an incident has 

only a single component; meanwhile, the initial incident has not been contained. It is generally 

better to contain the initial incident first. 

Post-Incident Activity

+ Hold lessons learned meetings after major incidents. Lessons learned meetings are extremely

helpful in improving security measures and the incident handling process itself.

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A.5.1 Unauthorized Access Incidents 

+ Separately prioritize the handling of each incident component. Resources are probably too 

limited to handle all incident components simultaneously. Components should be prioritized 

based on response guidelines for each component and how current each component is. 

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Appendix B—Incident Handling Scenarios

Exercises involving incident handling scenarios provide an inexpensive and effective way to build 

incident response skills and identify potential issues with incident response processes. The incident 

response team or individual team members are presented with a brief scenario and a list of questions 

related to the scenario. The team then discusses each question and determines the most likely answer. 

The goal is to determine what the team would really do and to compare that with policies, procedures, and 

generally recommended practices to identify any discrepancies or deficiencies. For example, the answer 

to one question may indicate that the response would be delayed because the team lacks a particular piece 

of software or because another team within the organization does not provide off-hours support. 

The questions listed below are applicable to almost any scenario. Each question is followed by a 

reference to the related section(s) of the document. After the questions are scenarios, each of which is 

followed by additional incident-specific questions. Organizations are strongly encouraged to adapt these 

questions and scenarios for use in their own incident response exercises. 

B.1 Scenario Questions

Preparation:

1. Would the organization consider this activity to be an incident? If so, which of the organization’s 

policies does this activity violate? (Section 2.1)

2. What measures are in place to attempt to prevent this type of incident from occurring or to limit 

its impact? (Section 3.1.2)

Detection and Analysis: 

1. What precursors of the incident, if any, might the organization detect? Would any precursors 

cause the organization to attempt to take action before the incident occurred? (Sections 3.2.2,

3.2.3)

2. What indications of the incident might the organization detect? Which indications would cause 

someone to think that an incident might have occurred? (Sections 3.2.2, 3.2.3)

3. How would the incident response team analyze and validate this incident? (Section 3.2.4)

4. To which people and groups within the organization would the team report the incident? (Section 

3.2.7)

5. How would the incident response team prioritize the handling of this incident? (Section 3.2.6)

Containment, Eradication, and Recovery:

1. What strategy should the organization take to contain the incident? Why is this strategy

preferable to others? (Section 3.3.1)

2. What could happen if the incident were not contained? (Section 3.3.1)

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3. What sources of evidence, if any, should the organization acquire? How would the evidence be 

acquired? Where would it be stored? How long should it be retained? (Sections 3.2.5, 3.3.2,

3.4.3)

Post-Incident Activity: 

1. Who would attend the lessons learned meeting regarding this incident? (Section 3.4.1)

2. What could be done to prevent similar incidents from occurring in the future? (Section 3.1.2)

3. What could be done to improve detection of similar incidents? (Section 3.1.2)

General Questions: 

1. How many incident response team members would participate in handling this incident? (Section 

2.4.3)

2. Besides the incident response team, what groups within the organization would be involved in

handling this incident? (Section 2.4.4)

3. To which external parties would the team report the incident? When would each report occur? 

How would each report be made? (Section 2.3.2)

4. What other communications with external parties may occur? (Section 2.3.2)

5. What tools and resources would the team use in handling this incident? (Section 3.1.1)

6. What aspects of the handling would have been different if the incident had occurred at a different 

day and time (on-hours versus off-hours)? (Section 2.4.2)

7. What aspects of the handling would have been different if the incident had occurred at a different 

physical location (onsite versus offsite)? (Section 2.4.2)

B.2 Scenarios 

Scenario 1: Domain Name System (DNS) Server Denial of Service 

On a Saturday afternoon, external users start having problems accessing the organization’s public Web 

sites. Over the next hour, the problem worsens to the point where nearly every attempt to access any of 

the organization’s public Web sites fails. Meanwhile, a member of the organization’s networking staff 

responds to automatically generated alerts from the Internet border router and determines that much of the 

organization’s Internet bandwidth is being consumed by an unusually large volume of User Datagram

Protocol (UDP) packets to and from both the organization’s public Domain Name System (DNS) servers. 

An analysis of the traffic shows that the DNS servers are receiving high volumes of requests from a single 

external Internet Protocol (IP) address. The networking administrator also notices that all the DNS 

requests from that address have a source port of either UDP 7 or UDP 19. While this analysis is taking 

place, the organization’s network intrusion detection sensors record suspicious activity related to the echo 

and chargen services. 

The following are additional questions for this scenario: 

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1. Whom should the organization contact regarding the external IP address used in all of the 

packets?

2. Suppose that after the initial containment measures were put in place, the network administrators 

detected that nine internal hosts were also attempting the same unusual requests to the DNS 

server. How would that affect the handling of this incident? 

3. Suppose that two of the nine internal hosts left the network before their system owners were 

contacted. How would the system owners be identified? 

Scenario 2: Internally Generated Spam 

On a Thursday morning, the organization’s “abuse” e-mail account receives a complaint from a person 

about receiving spam from the organization. The message contains a copy of a spam (with full e-mail 

headers) that is promoting a get-rich-quick scheme. A security administrator who monitors the abuse 

account reviews the e-mail and determines that the headers appear to show that the spam was generated 

using the organization’s mail server. The security administrator forwards the e-mail to the incident 

response team’s address, along with a brief note about the activity. A member of the incident response 

team analyzes the activity and confirms that the spam headers are genuine and that it was sent from the 

organization’s mail server. 

The following are additional questions for this scenario: 

1. How would the incident response team validate the origin of the spam? 

2. How would the organization respond to complaints regarding the spam? 

Scenario 3: Worm and DDoS Agent Infestation 

On a Tuesday morning, a new worm is released on the Internet. The worm exploits a Microsoft Windows 

vulnerability that was publicly announced 2 weeks before, at which time patches were released. The 

worm spreads itself through two methods: (1) e-mailing itself to all addresses that it can locate on an 

infected host and (2) identifying and sending itself to hosts with open Windows shares. The worm is 

designed to generate a different attachment name for each copy that it mails; each attachment has a 

randomly generated filename that uses one of over a dozen file extensions. The worm also chooses from

more than 100 e-mail subjects and a similar number of e-mail bodies. When the worm infects a host, it 

gains administrative rights and attempts to download a distributed denial of service (DDoS) agent from

different IP addresses using File Transfer Protocol (FTP). (The number of IP addresses providing the 

agent is unknown.) Although the antivirus vendors quickly post warnings about the worm, it spreads very

rapidly, before any of the vendors have released signatures. The organization has already incurred 

widespread infections before antivirus signatures become available 3 hours after the worm started to 

spread. 

The following are additional questions for this scenario: 

1. How would the incident response team identify all infected hosts? 

2. How would the organization attempt to prevent the worm from entering the organization before

antivirus signatures were released?

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3. How would the organization attempt to prevent the worm from being spread by infected hosts 

before antivirus signatures were released?

4. Would the organization attempt to patch all vulnerable machines? If so, how would this be done? 

5. How would the handling of this incident change if infected hosts that had received the DDoS 

agent had been configured to attack another organization’s Web site the next morning?

6. How would the incident response team keep the organization’s users informed about the status of 

the incident? What if e-mail services were overloaded or unavailable due to the worm?

7. What additional measures, if any, would the team use to take care of hosts that are not currently 

connected to the network (e.g., staff members on vacation, offsite employees who dial in 

occasionally)?

Scenario 4: Use of Stolen Credit Card Numbers 

On a Monday morning, the organization’s legal department receives a call from the Federal Bureau of 

Investigation (FBI) regarding some suspicious activity originating from the organization’s network. Later 

that day, an FBI agent meets with members of management and the legal department to discuss the 

activity. The FBI has been investigating activity involving online purchases made with several stolen 

credit card numbers, and more than 30 of the transactions during the past week have been traced to one of 

the organization’s IP addresses. The agent asks for the organization’s assistance, and in turn, the 

managers ask for the incident response team’s assistance in acquiring the necessary evidence. It is vitally

important that this matter be kept confidential. 

The following are additional questions for this scenario: 

1. From what sources might the incident response team gather evidence? 

2. How would the team identify which host is currently using the specified IP address? How would 

the team demonstrate which host had been using the specified IP address a week ago?

3. What would the team do to keep the investigation confidential? 

Scenario 5: Compromised Database Server 

On a Tuesday night, a database administrator performs some off-hours maintenance on several production 

database servers. The administrator notices some unfamiliar and unusual directory names on one of the 

servers. After reviewing the directory listings and viewing some of the files, the administrator concludes 

that the server has been attacked and calls the incident response team for assistance. The team’s

investigation determines that the attacker successfully gained root access to the server 6 weeks ago. 

The following are additional questions for this scenario: 

1. What sources might the team use to determine when the compromise had occurred?

2. How would the handling of this incident change if the team found that the database server had 

been running a packet sniffer and capturing passwords from the network? 

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3. How would the handling of this incident change if the team found that the server was running a 

process that would copy a database containing sensitive customer information each night and email it to an external address?

Scenario 6: Virus Hoax

On a Wednesday afternoon, a user forwards an e-mail to the help desk about a terrible new virus. The 

user received the e-mail from a friend at another organization. The e-mail states that the new virus cannot 

be detected by antivirus software and that users should look for and delete three particular virus files from

their hard drives. A help desk agent researches the message, determines that it is a virus hoax, and 

responds to the user by e-mail. 

Meanwhile, other users receive the same virus warning e-mail from other outside parties and forward it to 

others inside and outside the organization. By Thursday afternoon, the help desk has received several 

calls that appear to be related to individuals deleting the three “virus files” from their hard drives; these 

files are actually legitimate files that several applications use. The lead help desk agent asks for the 

incident response team’s assistance. 

The following is an additional question for this scenario: 

1. Would the organization proactively identify hosts that are missing the three files? If so, how 

would this be done? If not, what negative effect would this have? 

Scenario 7: Unauthorized Materials on the FTP Server 

While creating a weekly usage report, a network administrator notices that off-hours bandwidth utilization 

on the organization’s demilitarized zone (DMZ) segment has been significantly higher than usual. The 

administrator configures network monitoring software to collect more detailed statistics on DMZ 

bandwidth usage. The next day, the administrator sees that an unusually large percentage of the activity 

involves the organization’s FTP server. The network administrator contacts the FTP server administrator, 

who has just returned from vacation, regarding the increase in activity. The FTP administrator quickly

determines that the server is hosting unauthorized materials, which appear to include pirated software, 

songs, and movies. The administrator contacts the incident response team regarding the activity. 

The following are additional questions for this scenario: 

1. Would the team attempt to identify all individuals who had uploaded illegal materials to the FTP 

server? If so, how would this be done? 

2. Would the team attempt to verify that the unauthorized materials were illegal? If so, how would 

this be done? 

Scenario 8: Outbound DDoS Attack 

On a Sunday night, one of the organization’s network intrusion detection sensors alerts on suspected 

outbound DDoS activity involving a high volume of Internet Control Message Protocol (ICMP) pings. 

The intrusion analyst reviews the alerts; although the analyst cannot confirm that the alerts are accurate, 

they do not match any known false positives. The analyst contacts the incident response team so that it 

can investigate the activity further. Because the DDoS activity uses spoofed source IP addresses, it takes 

considerable time and effort to determine which host or hosts within the organization are producing it; 

meanwhile, the DDoS activity continues. The investigation shows that five servers appear to be 

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generating the DDoS traffic. Analysis of the five servers shows that each contains signs of a DDoS 

rootkit. In addition, three of the servers appear to have been used to attack other internal hosts, and one 

appears to have been used for attacking external hosts as well. 

The following are additional questions for this scenario: 

1. How would the team determine which hosts within the organization were producing the traffic? 

Which other teams might assist the incident response team? 

2. Would the organization contact the owners of the IP addresses that the DDoS attack had targeted? 

If so, who would contact them, and how would the contact be performed? 

3. If the incident response team determined that the initial compromise had been performed through 

a modem in one of the servers, how would the team further investigate this activity? 

Scenario 9: Unauthorized Access to Payroll Records 

On a Wednesday evening, the organization’s physical security team receives a call from a payroll 

administrator who caught an unknown person leaving her office. The administrator saw the person run 

down the hallway and enter a staircase that leads to a building exit. The administrator had left her 

workstation unlocked and unattended for only a few minutes. The payroll program is still logged in and 

on the main menu, as it was when she left it, but the administrator notices that the mouse appears to have 

been moved. The incident response team has been asked to acquire evidence related to the incident and to 

determine what actions were performed (e.g., payroll data access or modification, Trojan horse delivery). 

The following are additional questions for this scenario: 

1. How would the team determine what actions had been performed? 

2. How would the handling of this incident differ if the payroll administrator had recognized the 

person leaving her office as a former payroll department employee? 

3. How would the handling of this incident differ if the physical security team determined that the 

person had used social engineering techniques to gain physical access to the building and the 

payroll department? 

4. How would the handling of this incident differ if the team had reason to believe that the person 

was a current employee?

5. How would the handling of this incident differ if remote access logs from the previous week 

showed an unusually large number of failed login attempts using the payroll administrator’s user 

ID? 

Scenario 10: Hacking Tool Download 

On a Friday afternoon, a network intrusion detection sensor records some suspicious FTP activity 

involving an internal user downloading files from an external FTP server. The intrusion analyst reviews 

the alerts and notices that the alerts are false positives. Although the alerts indicate that an attack has 

occurred, the supporting data recorded by the sensor show no signs of an attack. However, the data raise 

other concerns because they show that the user is downloading executables from a suspicious directory

structure containing repeated spaces and periods, as well as characters that are not usually seen in FTP 

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directory names. The intrusion analyst uses an Internet search engine to look for more information on the 

executable names, and several of them match the names of hacking tools. The analyst contacts the 

incident response team to perform further analysis and determine how this activity should be handled. 

The following are additional questions for this scenario: 

1. How would the team determine what files the user had downloaded? 

2. How would the team confirm that the files that had been downloaded were hacking tools? 

3. How would the handling of this incident differ if the user suspected of downloading the tools 

were a member of the organization’s information security team?

4. How would the handling of this incident differ if the user suspected of downloading the tools 

were a member of the incident response team?

5. How would the handling of this incident differ if the user suspected of downloading the tools 

were a contractor that had just found out that his contract was not being renewed? 

Scenario 11: Disappearing Host 

On a Thursday afternoon, a network intrusion detection sensor records vulnerability scanning activity

directed at internal hosts that is being generated by an internal IP address. Because the intrusion detection 

analyst is unaware of any authorized, scheduled vulnerability scanning activity, she reports the activity to 

the incident response team. When the team begins the analysis, it discovers that the activity has stopped 

and that there is no longer a host using the IP address. 

The following are additional questions for this scenario: 

1. What data sources might contain information regarding the identity of the vulnerability scanning 

host? 

2. How would the team identify who had been performing the vulnerability scans? 

3. How would the team confirm that the files that had been downloaded were hacking tools? 

4. How would the handling of this incident differ if the vulnerability scanning were directed at the 

organization’s most critical hosts? 

5. How would the handling of this incident differ if the vulnerability scanning were directed at 

external hosts?

6. How would the handling of this incident differ if the physical security staff discovered that 

someone had broken into the facility half an hour before the vulnerability scanning occurred? 

Scenario 12: Telecommuting Compromise 

On a Saturday night, network intrusion detection software records some probes and scans originating 

from an internal IP address. Host intrusion detection software on a few servers also records some of the 

probes and scans. The intrusion detection analyst determines that the internal IP address belongs to the 

organization’s VPN server and contacts the incident response team. The team reviews the intrusion 

detection, firewall, and VPN server logs and identifies the external IP address that is generating the 

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activity, the user ID that was authenticated for the session, and the name of the user associated with the 

user ID. 

The following are additional questions for this scenario: 

1. What should the team’s next step be (e.g., calling the user at home, disabling the user ID, 

disconnecting the VPN session)? Why should this step be performed first? What step should be 

performed second? 

2. Suppose that the identified user’s personal computer had become compromised by a game 

containing a Trojan horse that was downloaded by a family member. How would this affect the 

team’s analysis of the incident? How would this affect evidence gathering and handling?

3. How would the handling of this incident differ if the external IP address belonged to the 

identified user, but the IP address was a firewall device performing Network Address Translation 

(NAT) for 8 hosts behind it? 

4. What should the team do in terms of eradicating the incident from the user’s personal computer? 

5. Suppose that the user installed antivirus software and determined that the Trojan horse had 

included a keystroke logger. How would this affect the handling of the incident? How would 

this affect the handling of the incident if the user were a system administrator? How would this 

affect the handling of the incident if the user were a high-ranking executive in the organization?

6. How would the handling of this incident differ if the external IP address were not being used by 

the identified user? 

7. How would the handling of this incident differ if the user reinstalled the operating system on the 

affected host before the team could perform any analysis on the host?

Scenario 13: Terrorist Threat 

On a Thursday afternoon, the organization’s physical security team receives a call from a manager, 

reporting that one of her employees just received a phone call from a person who claims to be with a 

terrorist group. The caller made threats against the organization and said that an attack would occur in the 

next week. The caller did not indicate the type of attack or the aspects of the organization (e.g., facilities, 

people, computing resources) that might be targeted. Based on its investigation, the physical security

team believes that the threat should be taken seriously and notifies the appropriate internal teams, 

including the information security and incident response teams, of the threat. 

The following are additional questions for this scenario: 

1. What should the incident response team do differently, if anything, in response to the notification 

of the threat? 

2. What impact could heightened physical security controls have on the team’s responses to 

incidents? 

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Scenario 14: Flames and Port Scanning 

On the Tuesday afternoon after the Scenario 13 threat was received, an intrusion detection analyst sees 

some alerts regarding unusual scanning activity directed at several servers at a remote facility. The 

analyst calls the incident response team to ask for their assistance in investigating and evaluating the 

activity. Before anyone on the incident response team has responded to the request, the team learns that 

there is a fire at the same remote facility. No details are available other than the facility has been 

evacuated while the fire is being contained. 

The following are additional questions for this scenario: 

1. How should the incident response team proceed? 

2. How would the handling of this incident differ if the intrusion detection analyst called the team

back to report that a subsequent alert indicated a successful attack against one of the servers?

3. How would the handling of this incident differ if the remote facility lost its network connectivity 

as a result of the fire?

4. How would the handling of this incident differ if the apparent targets of the scans were damaged 

as a result of the fire?

5. How would the handling of this incident differ if the fire occurred at the facility where the 

incident response team is based?

6. How would the handling of this incident differ if the incident response team and the targeted 

systems were based in the same facility and the fire occurred there? 

Scenario 15: Peer-to-Peer File Sharing 

The organization has a policy that forbids the use of peer-to-peer file sharing services, such as those that 

permit music files to be transferred across the Internet between workstation-based file shares. The 

organization’s network intrusion detection sensors have signatures enabled that can detect the usage of 

several popular peer-to-peer file sharing services. On a Monday evening, an intrusion detection analyst 

notices that several file sharing alerts have occurred during the past three hours, all involving the same

internal IP address. 

1. What factors should be used to prioritize the handling of this incident (e.g., the apparent content 

of the files that are being shared)?

2. What privacy considerations may impact the handling of this incident? 

Scenario 16: Unknown Wireless Access Point 

On a Monday morning, the organization’s help desk receives calls from three users on the same floor of a 

building who state that they are having problems with their wireless access. A network administrator who 

is asked to assist in resolving the problem brings a laptop with wireless access to the users’ floor. As he 

views his wireless networking configuration, he notices that there is a new access point listed as being 

available. He checks with his teammates and determines that this access point was not deployed by his 

team, so that it is most likely a rogue access point that was established without permission. 

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1. What should be the first major step in handling this incident (e.g., physically finding the rogue 

access point, logically attaching to the access point)? 

2. What is the fastest way to locate the access point? What is the most covert way to locate the 

access point? 

3. How would the handling of this incident differ if the access point had been deployed by an 

external party (e.g., contractor) temporarily working at the organization’s office? 

4. How would the handling of this incident differ if an intrusion detection analyst reported signs of 

suspicious activity involving some of the workstations on the wireless users’ floor of the 

building? 

5. How would the handling of this incident differ if the access point had been removed while the 

team was still attempting to physically locate it? 

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Appendix C—Incident-Related Data Fields

Organizations should identify a standard set of incident-related data fields to be collected for each 

incident. This effort will not only facilitate more effective and consistent incident handling, but also 

assist the organization in meeting applicable incident reporting requirements. The organization should 

designate a set of basic fields (e.g., incident reporter’s name, phone number and location) to be collected 

when the incident is reported and an additional set of fields to be collected by the incident handlers during 

their response. The two sets of fields would be the basis for the incident reporting database, previously

discussed in Section 3.2.5. The lists below provide suggestions of what information to collect for 

incidents and are not intended to be comprehensive. Each organization should create its own list of fields 

based on several factors, including its incident response team model and structure and its definition of the 

term “incident.” 

C.1 Basic Data Fields 

+ Contact Information for the Incident Reporter 

– Name 

– Organizational unit (e.g., agency, department, division, team) 

– E-mail address 

– Phone number 

– Location (e.g., mailing address, office room number) 

+ Incident Details 

– Date/time that the incident was discovered 

– Type of incident (e.g., denial of service, malicious code, unauthorized access, inappropriate 

usage) 

– Date/time that the incident occurred (if known) 

– Current status of the incident (e.g., ongoing attack) 

– Source/cause of the incident (if known), including hostnames and IP addresses 

– Description of the incident (e.g., how it was detected, what occurred) 

– Description of affected resources (e.g., networks, hosts, applications, data), including 

systems’ hostnames and IP addresses 

– Estimated technical impact of the incident (e.g., data deleted, system crashed, application 

unavailable) 

– Response actions performed (e.g., shut off host, disconnected host from network) 

– Other organizations contacted (e.g., software vendor) 

+ General Comments 

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C.2 

 

Incident Handler Data Fields 

+ Current Status of the Incident Response 

+ Summary of the Incident 

+ Incident Handling Actions

– Log of actions taken by all handlers 

– Contact information for all involved parties 

– List of evidence gathered 

+ Incident Handler Comments 

+ Cause of the Incident (e.g., misconfigured application, unpatched host) 

+ Cost of the Incident99

+ Business Impact of the Incident100

99 Section 3.4.2 contains information on calculating the cost of an incident. 100 The business impact of the incident could either be a description of the incident’s effect (e.g., accounting department unable 

to perform tasks for two days) or an impact category based on the cost (e.g., a “major” incident has a cost of over $100,000). 

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Appendix D—Glossary

Selected terms used in the Computer Security Incident Handling Guide are defined below. 

Agent: A program used in distributed denial of service (DDoS) attacks that sends malicious traffic to 

hosts based on the instructions of a handler. 

Baselining: Monitoring resources to determine typical utilization patterns so that significant deviations 

can be detected. 

Blended Attack: Malicious code that uses multiple methods to spread.

Boot Sector Virus: A virus that plants itself in a system’s boot sector and infects the master boot record. 

Computer Forensics: The practice of gathering, retaining, and analyzing computer-related data for 

investigative purposes in a manner that maintains the integrity of the data. 

Computer Security Incident: See “incident.” 

Computer Security Incident Response Team (CSIRT): A capability set up for the purpose of assisting 

in responding to computer security-related incidents; also called a Computer Incident Response Team 

(CIRT) or a CIRC (Computer Incident Response Center, Computer Incident Response Capability). 

Denial of Service (DoS): An attack that prevents or impairs the authorized use of networks, systems, or 

applications by exhausting resources. 

Distributed Denial of Service (DDoS): A DoS technique that uses numerous hosts to perform the 

attack. 

Egress Filtering: The process of blocking outgoing packets that use obviously false Internet Protocol 

(IP) addresses, such as source addresses from internal networks. 

Event: Any observable occurrence in a network or system. 

False Positive: An alert that incorrectly indicates that malicious activity is occurring. 

File Infector Virus: A virus that attaches itself to a program file, such as a word processor, spreadsheet 

application, or game. 

File Integrity Checker: Software that generates, stores, and compares message digests for files to detect 

changes to the files. 

Forensics: See “computer forensics.” 

Handler: A type of program used in DDoS attacks to control agents distributed throughout a network. 

Also refers to an incident handler, which refers to a person who performs incident response work. 

Honeypot: A host that is designed to collect data on suspicious activity and has no authorized users other 

than its administrators.

Inappropriate Usage: A person who violates acceptable computing use policies. 

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Incident: A violation or imminent threat of violation of computer security policies, acceptable use 

policies, or standard computer security practices. 

Incident Handling: The mitigation of violations of security policies and recommended practices. 

Incident Response: See “incident handling.” 

Indication: A sign that an incident may have occurred or may be currently occurring. 

Ingress Filtering: The process of blocking incoming packets that use obviously false IP addresses, such 

as reserved source addresses. 

Intrusion Detection System (IDS): Software that looks for suspicious activity and alerts administrators. 

Macro Virus: A virus that attaches itself to documents and uses the macro programming capabilities of 

the document’s application to execute and propagate. 

Malicious Code: A virus, worm, Trojan horse, or other code-based entity that infects a host. 

Message Digest: A cryptographic checksum, typically generated for a file that can be used to detect 

changes to the file; Secure Hash Algorithm-1 (SHA-1) is an example of a message digest algorithm.

Mobile Code: Software that is transmitted from a remote system to a local system, then executed on the 

local system without the user’s explicit instruction; examples of mobile code software are Java, 

JavaScript, VBScript, and ActiveX. 

Multiple Component Incident: A single incident that encompasses two or more incidents. 

Packet Sniffer: Software that observes and records network traffic.

Patch Management: The process of acquiring, testing, and distributing patches to the appropriate 

administrators and users throughout the organization.

Port Scanning: Using a program to remotely determine which ports on a system are open (e.g., whether 

systems allow connections through those ports). 

Precursor: A sign that an attacker may be preparing to cause an incident. 

Profiling: Measuring the characteristics of expected activity so that changes to it can be more easily

identified. 

Risk: The probability that one or more adverse events will occur. 

Rootkit: A set of tools used by an attacker after gaining root-level access to a host to conceal the 

attacker’s activities on the host and permit the attacker to maintain root-level access to the host through 

covert means.

Scanning: Sending packets or requests to another system to gain information to be used in a subsequent 

attack. 

Signature: A recognizable, distinguishing pattern associated with an attack, such as a binary string in a 

virus or a particular set of keystrokes used to gain unauthorized access to a system. 

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Social Engineering: An attempt to trick someone into revealing information (e.g., a password) that can 

be used to attack systems or networks. 

Threat: The potential source of an adverse event. 

Trojan Horse: A nonself-replicating program that seems to have a useful purpose, but in reality has a 

different, malicious purpose. 

Unauthorized Access: A person gains logical or physical access without permission to a network, 

system, application, data, or other resource. 

Victim: A machine that is attacked. 

Virus: A self-replicating program that runs and spreads by modifying other programs or files. 

Virus Hoax: An urgent warning message about a nonexistent virus. 

Vulnerability: A weakness in a system, application, or network that is subject to exploitation or misuse. 

Worm: A self-replicating, self-propagating, self-contained program that uses networking mechanisms to 

spread itself. 

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Appendix E—Acronyms 

Selected acronyms used in the Computer Security Incident Handling Guide are defined below. 

BIA Business Impact Analysis

BIOS Basic Input/Output System 

CCIPS Computer Crime and Intellectual Property Section 

CERIAS Center for Education and Research in Information Assurance and Security

CERT®/CC CERT® Coordination Center 

CIAC Computer Incident Advisory Capability

CIO Chief Information Officer

CIRDB CERIAS Incident Response Database 

CIRC Computer Incident Response Center, Computer Incident Response Capability

CIRT Computer Incident Response Team 

CPU Central Processing Unit 

CSIRC Computer Security Incident Response Capability

CSIRT Computer Security Incident Response Team

DHS Department of Homeland Security

DMZ Demilitarized Zone 

DNS Domain Name System

DNSSEC DNS Security Extension 

DOJ Department of Justice 

DoS Denial of Service 

DDoS Distributed Denial of Service 

e-mail Electronic Mail 

FAQ Frequently Asked Questions 

FBI Federal Bureau of Investigation 

FedCIRC Federal Computer Incident Response Center 

FINE Format for INcident Report Exchange 

FIPS Federal Information Processing Standards 

FIRST Forum of Incident Response and Security Teams 

FISMA Federal Information Security Management Act 

FTP File Transfer Protocol 

GAO General Accounting Office 

GRS General Records Schedule 

HTML HyperText Markup Language 

HTTP HyperText Transfer Protocol 

HTTPS HyperText Transfer Protocol Secure 

IAIP Information Analysis Infrastructure Protection 

IANA Internet Assigned Numbers Authority

ICAMP Incident Cost and Analysis Modeling Project 

ICMP Internet Control Message Protocol 

IDS Intrusion Detection System 

IETF Internet Engineering Task Force 

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IP Internet Protocol 

IPsec IP Security Protocol 

IRC Internet Relay Chat 

ISAC Information Sharing and Analysis Center 

ISAKMP Internet Security Association and Key Management Protocol 

ISP Internet Service Provider 

IT Information Technology

MAC Media Access Control 

MAPS Mail Abuse Prevention System

MBR Master Boot Record 

MSSP Managed Security Services Provider 

NAT Network Address Translation 

NIJ National Institute of Justice 

NIPC National Infrastructure Protection Center 

NIST National Institute of Standards and Technology 

NSRL National Software Reference Library

NTP Network Time Protocol 

OIG Office of Inspector General 

OMB Office of Management and Budget 

OS Operating System

PBX Private Branch Exchange 

PDA Personal Digital Assistant 

PDD Presidential Decision Directive 

POC Point of Contact 

RFC Request for Comment 

SHA Secure Hash Algorithm

SLA Service Level Agreement 

SMTP Simple Mail Transfer Protocol 

SNMP Simple Network Management Protocol 

soBGP Secure Origin Border Gateway Protocol

SOP Standard Operating Procedure 

SP Special Publication 

SQL Structured Query Language 

SSH Secure Shell 

TCP Transmission Control Protocol 

TCP/IP Transmission Control Protocol/Internet Protocol 

TERENA Trans-European Research and Education Networking Association 

UDP User Datagram Protocol 

URL Uniform Resource Locator 

VPN Virtual Private Network 

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COMPUTER SECURITY INCIDENT HANDLING GUIDE

Appendix F—Print Resources 

Allen, Julia H, The CERT® Guide to System and Network Security Practices, Addison-Wesley, 

2001. 

Bace, Rebecca Gurley, Intrusion Detection, Que, 1999. 

Casey, Eoghan, Digital Evidence and Computer Crime, Academic Press, 2000. 

Kruse II, Warren and Heiser, Jay, Computer Forensics: Incident Response Essentials, AddisonWesley, 2001. 

Mandia, Kevin and Prosise, Chris, Incident Response: Investigating Computer Crime, McGrawHill, 2001. 

Marcella Jr., Albert J. (Editor) and Greenfield, Robert S. (Editor), Cyber Forensics: A Field 

Manual for Collecting, Examining, and Preserving Evidence of Computer Crimes, Auerbach 

Publications, 2002. 

Northcutt, Stephen, Computer Security Incident Handling: Step-by-Step, SANS Press, 2003. 

Northcutt, Stephen and Novak, Judy, Network Intrusion Detection (Third Edition), Que, 2002. 

Northcutt, Stephen, et al., Inside Network Perimeter Security: The Definitive Guide to Firewalls, 

Virtual Private Networks (VPNs), Routers, and Intrusion Detection Systems, Que, 2002. 

Schiffman, Mike, Hacker’s Challenge: Test Your Incident Response Skills Using 20 Scenarios, 

McGraw-Hill, 2001. 

Schiffman, Mike, et al., Hacker’s Challenge 2: Test Your Network Security and Forensic Skills, 

McGraw-Hill, 2002. 

Schultz, E. Eugene and Shumway, Russell, Incident Response: A Strategic Guide to Handling 

System and Network Security Breaches, Que, 2002. 

Schweitzer, Douglas, Incident Response: Computer Forensics Toolkit, John Wiley and Sons, 

2003. 

van Wyk, Kenneth and Forno, Richard, Incident Response, O’Reilly and Associates, 2001. 

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COMPUTER SECURITY INCIDENT HANDLING GUIDE

Appendix G—Online Tools And Resources

The lists below provide examples of online tools and resources that may be helpful in establishing and 

maintaining an incident response capability. 

Incident Response Organizations 

Organization URL 

AusCERT—Australian Computer Emergency Response 

Team 

http://www.auscert.org.au

CCIPS—Computer Crime and Intellectual Property Section,

U.S. Department of Justice 

http://www.cybercrime.gov

CERT®/CC—CERT® Coordination Center, Carnegie Mellon

University

http://www.cert.org

CERT®/CC Incident Reporting System https://irf.cc.cert.org

CIAC—Computer Incident Advisory Capability, U.S. 

Department of Energy

http://www.ciac.org/ciac

DOD-CERT—U.S. Department of Defense Computer 

Emergency Response Team 

http://www.cert.mil

FedCIRC—Federal Computer Incident Response Center http://www.fedcirc.gov

FedCIRC Incident Reporting System https://incidentreport.fedcirc.gov

FIRST—Forum of Incident Response and Security Teams http://www.first.org

HTCIA—High Technology Crime Investigation Association http://www.htcia.org

IAIP—Information Analysis Infrastructure Protection, U.S. 

Department of Homeland Security

http://www.nipc.gov

IAIP Incident Report Form http://www.nipc.gov/incident/cirr.htm

IETF Extended Incident Handling (inch) Working Group http://www.ietf.org/html.charters/inch-charter.html

InfraGard http://www.infragard.net

ISC—Internet Storm Center http://isc.incidents.org

US-CERT—United States Computer Emergency Response 

Team 

http://www.us-cert.gov

Incident Response-Related Mailing Lists 

Mailing List Name Archive Location

Bugtraq http://www.securityfocus.com/archive/1

DShield http://www.dshield.org/pipermail/list

Focus-IDS http://www.securityfocus.com/archive/96

Forensics http://www.securityfocus.com/archive/104

Incidents http://www.securityfocus.com/archive/75

Intrusions http://cert.uni-stuttgart.de/archive/intrusions

LogAnalysis http://airsnarf.shmoo.com/pipermail/loganalysis

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Technical Resource Sites 

Resource Name URL 

CERIAS (Center for Education and Research in Information

Assurance and Security) Intrusion Detection Pages 

http://www.cerias.purdue.edu/coast/intrusiondetection/welcome.html

CHIHT (Clearing House for Incident Handling Tools) http://chiht.dfn-cert.de

CSIRT Development, CERT®/CC http://www.cert.org/csirts

CSRC—Computer Security Resource Center, NIST http://csrc.nist.gov

DShield (Distributed Intrusion Detection System) http://www.dshield.org

Incident Handling Links and Documents http://www.honeypots.net/incidents/links

Intrusion Detection FAQ, SANS Institute http://www.sans.org/resources/idfaq

Intrusion Detection Links and Documents http://www.honeypots.net/ids/links

Loganalysis.org http://www.loganalysis.org

NIJ (National Institute of Justice) Electronic Crime Program http://www.ojp.usdoj.gov/nij/sciencetech/ecrime.htm

NIST Internet Time Service http://www.boulder.nist.gov/timefreq/service/its.htm

SANS Institute Reading Room http://www.sans.org/rr

SecurityFocus http://www.securityfocus.com

The Electronic Evidence Information Center http://www.e-evidence.info

Vulnerability and Exploit Information Resources 

Resource Name URL 

CERT®/CC Advisories http://www.cert.org/advisories

CERT®/CC Incident Notes http://www.cert.org/incident_notes

CERT®/CC Vulnerability Notes Database http://www.kb.cert.org/vuls

CIAC Bulletins and Advisories http://www.ciac.org/cgi-bin/index/bulletins

Common Vulnerabilities and Exposures (CVE) http://www.cve.mitre.org

ICAT Vulnerability Metabase http://icat.nist.gov

Information Analysis Infrastructure Protection (IAIP) http://www.nipc.gov

Packet Storm http://www.packetstormsecurity.com

SANS/FBI Top 20 List http://www.sans.org/top20

SecurityFocus Vulnerabilities Database http://www.securityfocus.com/bid

Training Resources 

Training Resource Name Types of Training URL 

CERT®/CC Incident response http://www.cert.org/training

Computer Forensic Services Computer forensics http://www.computer-forensic.com/training.html

Foundstone Incident response, computer 

forensics 

http://www.foundstone.com

MIS Training Institute (MISTI) Incident response, intrusion 

detection, computer forensics

http://www.misti.com

SANS Institute Incident response, intrusion 

detection, computer forensics

http://www.sans.org

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COMPUTER SECURITY INCIDENT HANDLING GUIDE

NIST Special Publications 

Resource Name URL 

NIST SP 800-28—Guidelines on Active Content 

and Mobile Code 

http://csrc.nist.gov/publications/nistpubs/800-28/sp800-28.pdf

NIST SP 800-30—Risk Management Guide for 

Information Technology Systems 

http://csrc.nist.gov/publications/nistpubs/800-30/sp800-30.pdf

NIST SP 800-31—Intrusion Detection Systems http://csrc.nist.gov/publications/nistpubs/800-31/sp800-31.pdf

NIST SP 800-35—Guide to Information

Technology Security Services

http://csrc.nist.gov/publications/nistpubs/800-35/NIST-SP800-

35.pdf

NIST SP 800-40—Procedures for Handling 

Security Patches 

http://csrc.nist.gov/publications/nistpubs/800-40/sp800-40.pdf

NIST SP 800-41—Guidelines on Firewalls and

Firewall Policy 

http://csrc.nist.gov/publications/nistpubs/800-41/sp800-41.pdf

NIST SP 800-42—Guideline on Network Security

Testing 

http://csrc.nist.gov/publications/nistpubs/800-42/NIST-SP800-

42.pdf

NIST SP 800-43—Systems Administration 

Guidance for Windows 2000 Professional 

http://csrc.nist.gov/itsec/guidance_W2Kpro.html

NIST SP 800-44—Guidelines on Securing Public 

Web Servers 

http://csrc.nist.gov/publications/nistpubs/800-44/sp800-44.pdf

NIST SP 800-45—Guidelines on Electronic Mail 

Security

http://csrc.nist.gov/publications/nistpubs/800-45/sp800-45.pdf

NIST SP 800-48—Wireless Network Security: 

802.11, Bluetooth, and Handheld Devices 

http://csrc.nist.gov/publications/nistpubs/800-

48/NIST_SP_800-48.pdf

Other Technical Resource Documents 

Resource Name URL 

CERT®/CC Security Improvement Modules http://www.cert.org/security-improvement

CIO Cyberthreat Response and Reporting

Guidelines 

http://www.cio.com/research/security/incident_response.pdf

Computer Security Incident Response Team 

(CSIRT) Frequently Asked Questions (FAQ) 

http://www.cert.org/csirts/csirt_faq.html

Distributed Denial of Service Defense Tactics http://razor.bindview.com/publish/papers/DDSA_Defense.html

Electronic Crime Scene Investigation: A Guide for 

First Responders 

http://www.ojp.usdoj.gov/nij/pubs-sum/187736.htm

FAQ: Network Intrusion Detection Systems, 

Robert Graham 

http://www.robertgraham.com/pubs/network-intrusiondetection.html

Handbook for Computer Security Incident 

Response Teams (CSIRTs) 

http://www.cert.org/archive/pdf/csirt-handbook.pdf

How to Design a Useful Incident Response Policy http://www.securityfocus.com/infocus/1467

Incident Response: Managing Security at 

Microsoft 

http://www.microsoft.com/technet/treeview/default.asp?url=/tec

hnet/itsolutions/msit/security/msirsec.asp

Incident Response Tools for Unix, Part One: 

System Tools 

http://www.securityfocus.com/infocus/1679

Incident Response Tools for Unix, Part Two: FileSystem Tools 

http://www.securityfocus.com/infocus/1738

Managing the Threat of Denial-of-Service Attacks http://www.cert.org/archive/pdf/Managing_DoS.pdf

Responding to Intrusions http://www.sei.cmu.edu/pub/documents/sims/pdf/sim006.pdf

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COMPUTER SECURITY INCIDENT HANDLING GUIDE

Resource Name URL 

RFC 2350: Expectations for Computer Security

Incident Response 

http://www.ietf.org/rfc/rfc2350.txt

RFC 3067: TERENA’s Incident Object Description 

and Exchange Format Requirements 

http://www.ietf.org/rfc/rfc3067.txt

RFC 3227: Guidelines for Evidence Collection and 

Archiving 

http://www.ietf.org/rfc/rfc3227.txt

Sample Incident Handling Forms, SANS Institute http://www.sans.org/incidentforms

A Short Narrow Look at the History and Purpose 

of Information Sharing and Analysis Centers 

https://www.it-isac.org/isacinfowhtppr.php

Staffing Your CSIRT—What Basic Skills Are 

Needed? 

http://www.cert.org/csirts/csirt-staffing.html

State of the Practice of Computer Security

Incident Response Teams 

http://www.cert.org/archive/pdf/03tr001.pdf

System Security http://www.linux-mag.com/2000-10/security_01.html

A Taxonomy of DDoS Attacks and DDoS Defense 

Mechanisms 

http://lasr.cs.ucla.edu/ddos/ucla_tech_report_020018.pdf

Knowledge Base Resources 

Resource Name URL 

IANA Protocol Numbers and Assignment Services http://www.iana.org/numbers.html

 Domain Name System Parameters http://www.iana.org/assignments/dns-parameters

 ICMP Type Numbers http://www.iana.org/assignments/icmp-parameters

 Internet Multicast Addresses http://www.iana.org/assignments/multicast-addresses

 Internet Protocol V4 Address Space http://www.iana.org/assignments/ipv4-address-space

 IP Protocol Numbers http://www.iana.org/assignments/protocol-numbers

 IP Version Numbers http://www.iana.org/assignments/version-numbers

 Port Numbers http://www.iana.org/assignments/port-numbers

 Syslog Parameters http://www.iana.org/assignments/syslog-parameters

 TCP Header Flags http://www.iana.org/assignments/tcp-header-flags

 TCP Option Numbers http://www.iana.org/assignments/tcp-parameters

IETF RFCs for Common Protocols (DNS, FTP, HTTP

 and SMTP) 

http://www.ietf.org/rfc.html

 RFC 959: File Transfer Protocol (FTP) http://www.ietf.org/rfc/rfc0959.txt

 RFC 1034: Domain Names—Concepts and 

 Facilities 

http://www.ietf.org/rfc/rfc1034.txt

 RFC 1035: Domain Names—Implementation and 

 Specification 

http://www.ietf.org/rfc/rfc1035.txt

 RFC 2065: Domain Name System Security

 Extensions 

http://www.ietf.org/rfc/rfc2065.txt

 RFC 2228: FTP Security Extensions http://www.ietf.org/rfc/rfc2228.txt

 RFC 2616: Hypertext Transfer Protocol—HTTP/1.1 http://www.ietf.org/rfc/rfc2616.txt

 RFC 2617: HTTP Authentication: Basic and 

 Digest Access Authentication 

http://www.ietf.org/rfc/rfc2617.txt

 RFC 2821: Simple Mail Transfer Protocol http://www.ietf.org/rfc/rfc2821.txt

 RFC 2822: Internet Message Format http://www.ietf.org/rfc/rfc2822.txt

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COMPUTER SECURITY INCIDENT HANDLING GUIDE

Resource Name URL 

 RFC 2965: HTTP State Management Mechanism http://www.ietf.org/rfc/rfc2965.txt

Neohapsis Ports List http://www.neohapsis.com/neolabs/neo-ports/

Network ICE Port Knowledgebase http://www.iss.net/security_center/advice/Exploits/Ports/

The Internet Ports Database http://www.portsdb.org

Examples of Free and Open Source Incident Detection and Analysis Software

Software Name Software Type URL 

Argus System and network monitoring http://argus.tcp4me.com

Bro Network-based intrusion detection http://www.icir.org/vern/bro-info.html

Chkrootkit Rootkit detection http://www.chkrootkit.org

EtherApe Graphical network monitoring http://etherape.sourceforge.net

Ethereal Protocol analyzer http://www.ethereal.com

Ipaudit Network activity monitoring http://ipaudit.sourceforge.net

IPTraf Network statistics utility http://iptraf.seul.org

Kismet 802.11 wireless network sniffer http://www.kismetwireless.net

Kiwi Syslog Daemon Syslog daemon for Windows http://www.kiwisyslog.com

NetStumbler 802.11 wireless network sniffer http://www.netstumbler.com

Snort Network-based intrusion detection http://www.snort.org

Swatch Log file monitoring http://swatch.sourceforge.net

TCPDump Packet sniffer http://www.tcpdump.org

TCPTrace Tcpdump file analysis http://www.tcptrace.org/index.html

The Coroner’s Toolkit Computer forensics http://www.porcupine.org/forensics/tct.html

The Sleuth Kit Computer forensics http://www.sleuthkit.org/sleuthkit/index.php

WinDump Packet sniffer http://windump.polito.it

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Appendix H—Frequently Asked Questions 

Users, system administrators, information security staff members, and others within organizations may

have questions about incident response. The following are frequently asked questions (FAQ) regarding 

incident response. Organizations are encouraged to customize this FAQ and make it available to their 

user community. 

1. What is an incident? 

In general, an incident is a violation of computer security policies, acceptable use policies, or 

standard computer security practices. Examples of incidents are—

+ A distributed denial of service attack against a public Web server 

+ A worm that infects hundreds of workstations on a network and effectively shuts down 

the network 

+ An attacker who gains remote administrator-level access to an e-mail server 

+ A user who downloads password cracking tools 

+ A user who defaces another organization’s public Web site. 

2. What is incident handling? 

Incident handling is the process of detecting and analyzing incidents and limiting the incident’s

effect. For example, if an attacker breaks into a system through the Internet, the incident 

handling process should detect the security breach. Incident handlers will then analyze the data

and determine how serious the attack is. The incident will be prioritized, and the incident 

handlers will take action to ensure that the progress of the incident is halted and that the affected 

systems return to normal operation as soon as possible. 

3. What is incident response? 

The terms “incident handling” and “incident response” are synonymous in this document.101

4. What is an incident response team? 

An incident response team (also known as a Computer Security Incident Response Team 

[CSIRT]) is responsible for providing incident response services to part or all of an organization. 

The team receives information on possible incidents, investigates them, and takes action to ensure 

that the damage caused by the incidents is minimized. In some organizations, the incident 

response team is a formalized, full-time group; in others, incident response team members are

pulled from other job functions as needed. Some organizations have no incident response team

because they outsource incident response duties. 

 101 Definitions of “incident handling” and “incident response” vary widely. For example, CERT®/CC uses “incident handling”

to refer to the overall process of incident detection, reporting, analysis, and response, whereas “incident response” refers 

specifically to incident containment, recovery, and notification of others. See http://www.cert.org/csirts/csirt_faq.html for 

more information. 

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5. What services does the incident response team provide? 

The particular services that incident response teams offer vary widely among organizations. 

Besides performing incident handling, a team typically distributes advisories regarding new 

threats, and educates and raises the awareness of users and technical staff on their roles in 

incident prevention and handling. Many teams also assume responsibility for intrusion detection 

system monitoring and management. Some teams perform additional services, such as auditing 

and penetration testing. 

6. To whom should incidents be reported? 

Organizations should establish clear points of contact (POC) for reporting incidents internally. 

Some organizations will structure their incident response capability so that all incidents are 

reported directly to the incident response team, whereas others will use existing support

structures, such as the information technology (IT) help desk, for an initial POC. The 

organization should recognize that external parties, such as other incident response teams, would 

report some incidents. Federal agencies are required under the law to report all incidents to the 

Federal Computer Incident Response Center (FedCIRC). 

7. How are incidents reported? 

Most organizations have multiple methods for reporting an incident. Different reporting methods 

may be preferable as a result of variations in the skills of the person reporting the activity, the 

urgency of the incident, and the sensitivity of the incident. A phone number or pager number 

should be established to report emergencies. An e-mail address may be provided for informal 

incident reporting, whereas a Web-based form may be useful in formal incident reporting. 

Sensitive information can be provided to the team by sending a fax to a machine in a secured area 

or by using a public key published by the team to encrypt the material. 

8. What information should be provided when reporting an incident? 

The more precise the information is, the better. For example, if a workstation appears to have 

been infected by malicious code, the incident report should include the following data: 

+ The user’s name, user ID, and contact information (e.g., phone number, e-mail address) 

+ The workstation’s location, model number, serial number, hostname, and IP address 

+ The date and time that the incident occurred 

+ A step-by-step explanation of what happened, including what was done to the 

workstation after the infection was discovered. This explanation should be detailed, 

including the exact wording of messages, such as those displayed by the malicious code 

or by antivirus software alerts. 

9. How quickly does the incident response team respond to an incident report?

The response time depends on several factors, such as the type of incident, the criticality of the 

resources and data that are affected, the severity of the incident, existing Service Level 

Agreements (SLA) for affected resources, the time and day of the week, and other incidents that 

the team is handling. Generally, the highest priority is handling incidents that are likely to cause 

the most damage to the organization or to other organizations. 

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COMPUTER SECURITY INCIDENT HANDLING GUIDE

10. When should a person involved with an incident contact law enforcement?

Communications with law enforcement agencies should be initiated by the incident response team

members, the chief information officer (CIO) or other designated official—users, system

administrators, system owners, and other involved parties should not initiate contact. The 

incident response team should contact law enforcement at the appropriate time according to 

established policies and procedures. 

11. What should someone do who discovers that a system has been attacked? 

The person should immediately stop using the system and contact the incident response team. 

The person may need to assist in the initial handling of the incident—for instance, disconnecting 

the network cable from the attacked system or physically monitoring the system until incident 

handlers arrive to protect evidence on the system. 

12. What should someone do who receives spam? 

The person should forward the spam to the e-mail address that the organization has designated for 

reporting spam. Statistics compiled on spam may be used to justify additional antispam

measures. The statistics will also be provided to incident reporting organizations that study

trends in computer security incidents. The person usually should not reply to the spam message 

in any way, including asking to be removed from a mailing list, because this would validate to the 

sender that the e-mail address is valid and actively used. 

13. What should someone do who receives a warning from a friend about a new virus? 

The person should check a virus hoax Web site to see if the new virus is legitimate or a hoax. 

Many virus warnings distributed through e-mail are hoaxes, and some of the instructions provided 

in the hoaxes may cause damage to systems if they are followed. Antivirus vendor Web sites 

often contain virus hoax information; the Computer Incident Advisory Capability (CIAC) 

Hoaxbusters site is another good source.102 A person who is still in doubt about the authenticity 

of a virus warning should contact the help desk for further assistance. 

14. What should someone do who is contacted by the media regarding an incident? 

A person who has been part of the incident response may answer the media’s questions in 

accordance with the organization’s policy regarding incidents and outside parties. If the person is 

not qualified to represent the organization in terms of discussing the incident, the person should 

make no comment regarding the incident, other than to refer the caller to the organization’s public 

affairs office. This will allow the public affairs office to provide accurate and consistent 

information to the media and the public. 

 102 http://hoaxbusters.ciac.org

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Appendix I—Crisis Handling Steps 

Appendix I lists the major steps that should be performed when a technical professional believes that a 

serious incident has occurred and the organization does not have an incident response capability available. 

This serves as a basic reference of what to do for someone who is faced with a crisis and does not have 

time to read through this entire document. 

1. Document everything. This effort includes every action that is performed, every piece of 

evidence, and every conversation with users, system owners, and others regarding the incident. 

2. Find a coworker who can provide assistance. Handling the incident will be much easier if two 

or more people work together. For example, one person can perform actions while the other 

documents them. 

3. Analyze the evidence to confirm that an incident has occurred. Perform additional research

as necessary (e.g., Internet search engines, software documentation) to better understand the 

evidence. Reach out to other technical professionals within the organization for additional help. 

4. Notify the appropriate people within the organization if it appears that an incident has 

occurred. This should include the chief information officer (CIO), the head of information 

security, and the local security manager. Use discretion when discussing details of the incident 

with others; tell only the people who need to know and use communication mechanisms that are 

reasonably secure. (If the attacker has compromised e-mail services, do not send e-mails about 

the incident.)

5. Stop the incident if it is still in progress. The most common way to do this is to disconnect 

affected systems from the network. In some cases, firewall and router configurations may need to 

be modified to stop network traffic that is part of an incident, such as a denial of service (DoS) 

attack. 

6. Preserve evidence from the incident. Make backups (preferably disk image backups, not file

system backups) of affected systems. Make copies of log files that contain evidence related to the 

incident. 

7. Wipe out all effects of the incident. This effort includes malicious code infections, 

inappropriate materials (e.g., pirated software), Trojan horse files, and any other changes made to 

systems by incidents. If a system has been fully compromised, rebuild it from scratch or restore it 

from a known good backup. 

8. Identify and mitigate all vulnerabilities that were exploited. The incident probably occurred 

by taking advantage of vulnerabilities in operating systems or applications. It is critical to 

identify such vulnerabilities and eliminate or otherwise mitigate them so that the incident does not 

recur. 

9. Confirm that operations have been restored to normal. Make sure that data, applications, and 

other services affected by the incident have been returned to normal operations. 

10. Create a final report. This report should detail the incident handling process. It also should 

provide an executive summary of what happened and how a formal incident response capability 

would have helped to handle the situation, mitigate the risk, and limit the damage more quickly.

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Appendix J—Index

Detection, ES-3, 3-1, 3-5, 3-9, 3-10, 4-7, 5-5, 6-

2 3, 7-3, G-5 

Diagnosis matrix, 3-12, 3-28 24/7 Disk image, 3-19, 3-29 Availability, 2-9 Distributed denial of service (DDoS), 4-3, 5-2,

D-1 Monitoring, 2-9

A

E

Acceptable use policy, 2-1, 7-2 Education and awareness, 2-15, 3-4, 5-4, 5-10 Adverse event, 2-1 E-mail Advisory distribution, 2-14 Attachments, 5-5, 5-10 Agent, 4-4, D-1 Blocking, 5-8, 5-10 Amplifier attack, 4-2, 4-12 Client security, 5-5 Antivirus software, 3-6, 3-7, 5-4, 5-6, 5-7, 5-8,

5-10 Relaying, 7-2, 7-6 

Server shutdown, 5-8 Attacker identification, 3-20, 4-6, 4-9, 4-10, 7-4 Spam, 3-11, 7-2, 7-3, 7-6, H-3 Authentication, 6-2 Eradication, 3-1, 3-17, 3-21, 5-9, 6-7, 7-5 Authorization, 6-2 Event, 2-1, D-1 

Event correlation, ES-3, 2-11, 3-8, 3-11, 3-27, 8-

2, 8-3 

B

Baselining, 3-2, D-1 Evidence, 3-2, 3-13, 3-14, 3-18, 3-28, 3-29, 4-

Blended attack, 5-3, 10, 5-9, 6-6, 7-5 D-1 

Bogon list, 4-7 Retention, 3-25 

Business continuity planning, 2-14 Storage, 3-2, 3-19 

Business impact, ES-1, 3, 3-3, 3-15, 3-28 Timestamps, 3-11 

Volatile information, 3-19 

C Exploit, 3-8, 6-1, 6-3, G-2

CERT® Coordination Center (CERT®/CC), 2-4, 

2-6 F

Change management, 6-5, 6-9 Facilities management, 2-14 

Clock synchronization, 3-11, 3-28 False positive, 3-7, 3-9, 4-9, D-1 

Communication with outside parties, ES-1, ES2, ES-3, 2-4, 2-7, 2-16, 3-9, 7-2, 7-6 

Federal Computer Incident Response Center 

(FedCIRC), ES-2, 2-4, 2-6 

Computer forensics, 3-2, 3-19, D-1 Federal Information Security Management Act 

Computer security (FISMA), ES-2, 1-1, 2-3, 2-6 incident. See incident

Computer security incident response capability

(CSIRC), 2-1 

File integrity checking software, 3-8, 3-10, 5-4, 

5-10, 6-1, 6-8, D-1 

Computer security incident response team

(CSIRT), D-1 

File shares, 5-5 

Filtering, 4-5, 4-9, 5-8 

Contact list, ES-2, ES-4, 3-2 Egress, 4-7, D-1 

Containment, 3-1, 3-17, 3-28, 4-9, 4-12, 5-7, 5-

10, 6-5, 6-9, 7-5, 8-2, 8-3 

Indications, 3-12 

Ingress, 4-7, D-2 

Coordinated response, 4-6 ISP, 4-10 

Packet, 6-6, 6-8, 7-3 

D Spam, 7-3, 7-6 

Denial of service (DoS), ES-1, 2-1, Trojan horse ports, 5-4 3-5, 4-1, D-1 Uniform Resource Locator (URL), 7-3, 7-6 Prevention software, 4-7 Follow-up report, ES-3, 3-1, 3-23

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Forensics. See computer forensics Technical lead, 2-11 

Indication, 3-6, 3-7, 3-9, 3-11, 3-27, 4-8, 5-6, 6-

H 4, 7-3, 8-2, D-2 

Filtering, 3-12 Hack back, 4-10 Information Analysis Infrastructure Protection 

(IAIP), 2-6 Handler, 4-4, 4-9, D-1 

Honeypot, 3-8, D-1 Information security team, 2-13 Host security, 3-4, 6-2 Information Sharing and Analysis Centers 

(ISAC), 2-7 Human resources, 2-14, 7-1, 7-5 

Internal teams, ES-1, ES-2, 2-13, 2-16 I

Internet service provider (ISP), 2-4, 2-7, 4-5, 4-

6, 4-7, 4-9, 4-10, 4-12 Inappropriate usage, ES-1, 2-2, 3-5, 3-15, 7-1, 

D-1 Intrusion detection, 2-15

Incident, 2-1, 3-9, D-2, H-1 Intrusion detection system (IDS), ES-1, 3-6, 3-7, 

3-9, 4-6, 4-9, 4-12, 5-4, 5-7, 5-10, 6-1, 6-8, 7-

2, 7-6, D-2 

Analysis, ES-3, 3-2, 3-5, 3-9, 3-10, 3-20, 4-8, 

5-7, 6-5, 7-4, 8-1, G-5 

Categories, 3-5, 3-24 IP address owners, 2-7 

Data, 3-23, C-1 Isolation 

Database, ES-3, 3-13, 3-21, C-1 Network, 5-8 

Detection, 3-12 Systems, 6-6 

Documentation, 2-4, 3-13, 3-18, 3-28, C-1 IT support, 2-13 

Metrics, 2-3, 3-24 

Notification, ES-4, 3-16 J

Preparation, 6-1, 7-1, 8-2 

Jump kit, 3-3 Prevention, ES-1, ES-2, 3-1, 3-3, 3-27, 4-6, 5-

4, 7-2 K Prioritization, ES-3, ES-4, 2-3, 3-10, 3-14, 3-

15, 3-28, 5-7, 6-5, 7-4, 8-2, 8-3 Knowledge base, 3-11, 3-28, G-4 

Reporting, ES-2, 2-3, 2-6, 2-9, 2-16, 3-2, 3-6, 

3-9, 3-16, 3-27, 3-28, 7-3, C-1, H-2 L

Research, 3-11 Law enforcement, ES-2, 2-4, 2-5, 3-18, H-3 Incident handling, D-2, H-1 Layered defense, 6-2 Incident response, ES-1, D-2, H-1 Legal department, 2-4, 2-8, 2-13, 3-18, 7-1, 7-2, 

7-5, 7-6 Audit, 2-10, 3-25 

Benefits, 2-2 Lessons learned, ES-3, 3-22, 3-29 Escalation, 3-16 Logging, 3-4, 3-8, 4-11, 5-7, 6-1, 7-1, 7-4, 8-1 Establishing, ES-1, 2-15 Analyzer, 3-6 Exercises, ES-4, 2-5, 2-10, 2-12, 2-13, 8-2, B1 Centralized, ES-3, 3-11, 3-27, 6-1, 6-8, 8-2, 8-

3 Life cycle, 3-1 Retention policy, 3-11, 3-27 Need for, 2-2 Reviews, ES-3, 3-10 Policy, ES-2, 2-3, 2-6, 2-13, 2-15, 2-16, 3-16, 

3-23 Standards, ES-3, 3-8, 3-27

Storage, 3-11 Procedures, 2-3, 2-5, 2-6, 2-8, 2-13, 2-15, 2-

16, 3-18, 3-23 User activities, 7-2, 7-6 

Team, 2-8, 2-12, 2-16, B-1, H-1 M

Incident lead, ES-4, 2-12

Malicious code, ES-1, 2-1, 2-2, 3-4, 3-5, 3-11, 5-

1, D-2 

Manager, 2-11 

Models, ES-2, 2-8, 2-9, 2-16

Part-time members, 2-9 Managed security services provider (MSSP), 2-9 

Services, ES-2, 2-14, 2-16, H-2 Management team, 2-4, 2-13 

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COMPUTER SECURITY INCIDENT HANDLING GUIDE

Media, 2-4, H-3 Rootkit, 6-5, 6-7, D-2 

Message digest, 3-20, D-2 

Mobile code, 5-3, 5-5, 5-6, D-2 S

Monitoring Scanning, 3-21, D-2 Internet health, 4-6 Service Resource, 4-6 Blocking, 4-7, 7-2 Third-party service, 3-8 Disabling, 4-7, 6-6, 6-9 Usage, 3-10 Service Level Agreement (SLA), ES-3, 3-14, 3-

15, 7-4 Multiple component incident, ES-1, 3-5, 8-1, D2 Signature, 3-7, 4-6, 5-8, 5-10, D-2 

Situational awareness, ES-3 N Skills, 2-11, 2-16, B-1 

Network security, 3-4, 6-2 Building and maintaining, 2-12 

Network Time Protocol (NTP), 3-11 Problem solving, 2-12 

Speaking, 2-13

O Teamwork, 2-13 

Technical, 2-10, 2-12 Office of Management and Budget (OMB) 

Circular A-130, 1-1, 2-2 Writing, 2-13

Smurf, 4-2 Organization-specific knowledge, 2-11 Social engineering, 6-1, 6-3, D-3 Other incident response teams, 2-4, 2-7 Software vendors, 2-4, 2-7 Outsourcing, 2-8, 2-10 Spoofing, 4-1, 4-2, 4-5, 4-7, 4-9, 4-10 

Standard operating procedures (SOP), 2-3 P

Synflood, 4-4

Packet sniffer, 3-2, 3-12, D-2 

Password, 6-5, 6-7 T

Change procedures, 6-1, 6-8 Target relocation, 4-10 Policy, 6-1, 6-2, 6-7, 6-9 Technical effect, ES-3, 3-14 Patch management, 2-15, 3-4, D-2 Technology watch, 2-15 Physical security, 2-14, 6-2, 6-3, 6-6, 7-2, 7-5 Telecommunications team, 2-13 Port scanning, 5-7, D-2 Threat, ES-1, 2-14, 2-15, 3-3, 3-8, 3-23, D-3 Post-incident activity, 3-1, 3-22 Tools and resources, 3-1, 3-2, 3-27 Precursor, 3-6, 3-7, 3-9, 3-11, 3-27, 4-8, 5-6, 6-

3, 7-3, 8-2, D-2 Training, ES-2, ES-3, 2-4, 2-5, 2-10, 2-12, 3-1,

3-23, G-2 Preparation, 3-1, 4-5, 5-3 Trojan horse, 5-2, 5-4, 5-6, D-3 Presidential Decision Directive (PDD) 63, 2-7 

Profiling, 3-10, 3-27, D-2 U Protocol analyzer, 3-2 

Public affairs, 2-4, 2-8, 2-14, 7-2 Unauthorized access, ES-1, 2-2, 3-5, 6-1, D-3 

R V

Rate limiting, 4-7, 4-10 Victim, D-3 

Reconnaissance, 3-11, 4-8, 6-3, 6-4 Virus, 5-1, 5-6, D-3, H-3 

Outbound, 7-2 Boot sector, 5-1, D-1 

Recovery, 3-1, 3-17, 3-21, 5-9, 6-7, 6-9, 7-5 File infector, 5-1, D-1 

Reflector, 4-1 Hoax, 3-11, 5-2, 5-7, D-3 

Reflector attack, 4-1, 4-12 Macro, 5-1, D-2 

Vulnerability, 2-14, 3-3, 3-4, 3-8, 4-9, 6-1, 6-5, 

6-7, D-3, G-2

Remote access security, 6-8 

Resource criticality, ES-3, 3-3, 3-14, 6-5 

Risk, 2-14, 3-1, 3-3, 3-17, 6-6, 6-9, D-2 Assessment, 2-14 

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COMPUTER SECURITY INCIDENT HANDLING GUIDE

W

War dialing, 6-2 

War room, 3-2 

Windows shares, 5-10 

Worm, 5-2, 5-6, D-3 

J-4