What is Security Incident Management? The Cybersecurity Incident Management Process, Examples, Best Practices, and More

CrowdStrike works closely with organizations to develop IR plans tailored to their team’s structure and capabilities. Jendra has hosted various presentations, masterclass and thought leadership webinars. From there we will define what the Incident Management IM group will seek to achieve, so we can state and focus on our objectives. Unfortunately, it doesn’t have too many native integrations, so adding to your existing workflow could be challenging. Here are a few things to consider. Many of these incidents are temporary challenges that require a specific remedy, but those that point to underlying or more complicated issues that require more comprehensive addressing are called problems. Figuring out which one is best for your needs may be tricky when there are so many options to pick from. Get the latest news, announcements, views, and more. After incident resolution, it’s elements kitchen passed back to the service desk for closure. So you want to become an IC, great. Can customers opt in to get notifications when I post about an incident. Notification of activation may be sent via email, text, or phone call to IMT members. A lock icon or https:// means you’ve safely connected to the official website. Master of Project Promo Codes PMP Articles. Effective, flexible, and efficient use of an organization’s necessary resources is the primary objective of managing resources. These tools provide a comprehensive ecosystem that aligns with ITIL principles, fostering efficient incident resolution and continuous improvement in service delivery. 1 follows the specifications of ITIL V3, where Incident Management is a process in the service lifecycle stage of Service Operation. With Slack, you can switch seamlessly between private and group channels. Start your 14 day free trial. If you liked this major incident management article, the following ITSM articles might also be if interest. There are several approaches to building a structured IR process. DevOps enhances incident management by promoting a culture of collaboration, automation, and continuous improvement.

The war room

Such standards and procedures may include a finding by the Secretary that such foreign reseller, account, or lessee complies with security best practices to otherwise deter abuse of United States IaaS Products. Head Quarters: San Francisco Bay Area, West Coast, Western USFounded In: 2010Operating Systems: Cross Platform. Clearly, these are areas you must excel at—making incident management a critical activity. Quentic is part of AMCS, global leader of integrated software and vehicle technology. To help agencies address critical incidents in their communities, IACP Immediate Past President Cynthia Renaud convened a group of police leaders to examine the topic of critical incident response. Incident, problem, change, and service request are commonly seen terms, with each one relating to an important ITSM process as specified in the ITIL framework. An incident manager is held responsible for the complete incident management process within an enterprise, which comprises all major incidents reported and to be resolved. This is part of an extensive series of guides about data security. ServiceNow provides a full fledged enterprise IT cloud solution for Information Technology Services Management ITSM, Information Technology Operations Management ITOM, and Information Technology Business Management ITBM, thereby allowing organizations to streamline IT service delivery and increase agility. The easiest incidents to resolve are the ones that never get opened. The techniques and guiding principles for resource management during incident response are included in NIMS National Incident Management System resource management activities.

Cyber Security Incident Management Procedure

This is often found prevalent in social media applications, however, was due for a long time in the ITSM sector. The second is a manual report. Keeping customers informed builds trust and speeds up response efforts. We often click away if instant results aren’t provided. An official request or appeal from a user for something to be provided or a request for information or advice is termed as a Service Request. During the incident review, sometimes known as an incident postmortem, the process owners or management may review how the incident was handled to determine what was done right and what went wrong. IT support teams are most efficient when you’ve implemented a clear incident management process following the best practices. All incidents should be reported in the first instance to the IT Team Leader Two or in his absence, the IM Team Leader Three. AI plays a crucial role in automating incident responses. Why I picked ServiceNow: During my evaluation, I really liked ServiceNow’s AI platform called “Now Intelligence. See an error or have a suggestion. Your status will also be updated on USAJOBS throughout the process. In the digital age, understanding incident management is critical. If you receive a final Joint Duty Assignment offer to onboard, please complete the onboarding requirements and/or forms and submit them electronically in an expeditious manner. Class is typically held from 0800 1700 hours with a one hour lunch from 1200 1300 hours. Further notifications are sent automatically to relevant team members who can investigate and mitigate within their areas of expertise. Prioritization helps teams identify which incidents are causing more damage and require an urgent response. The IT Service Desk is a distinct point of contact between IT teams and end users. Prepare: This is the first step of incident management and it involves developing an incident response plan, setting up your incident management team, and conducting regular training and drills to ensure readiness. Freshservice offers four tiers of pricing, ranging from Starter $19/user/month to Enterprise $199/user/month. Incident reports originate from various sources. By creating this job alert, you agree to the LinkedIn User Agreement and Privacy Policy. These professionals also should examine incident monitoring systems that provide automatic escalations, real time collaboration, rich alerting and other best in class features.

TOPdesk

Under section 50 of the Emergency Management Act 2013, the Emergency Management Commissioner must develop operating procedures. However, if the problem is more complex, then they gather and log information and pass it on to the next level of technical support. This document serves the purpose of providing material for high level training and education to end requestor and IT communities. It connects with Slack, which enables you to raise tickets in Freshservice from Slack DMs. A well prepared, well coordinated incident response team is your business’s first line of defense when an incident strikes. The definitive guide to IT incident management. I used this tool to generate reports on the root causes of incidents and take necessary steps to ensure they do not happen again. Date of experience: April 14, 2023. Gain hands on insights from live webinars. It involves assigning a logical category and subcategory as needed to the incident. Then, craft a plan to capture these metrics. Stay in control with real time operational intelligence. Draw up a formal incident response plan, and make sure that everyone, at all levels in the company, understands their roles. This can help prevent similar major incidents in the future by addressing the causes of the major incident. Privacy​ Policy Terms and Conditions​ Attributions.

The Importance of Incident Management

The catalyst for incident management is when an end user, monitoring system, or IT specialist reports an interruption. Since 1992, the Utah Department of Transportation’s Incident Management Team IMT has provided assistance to hundreds of thousands of motorists on Utah’s highways. A within 180 days of the establishment of the framework pursuant to subsection 4. Enterprise Account Executive @ ServiceNow Still trying to figure out what I want to be when I grow up. Subscribers and notifications. Monitoring tools also reduce operational costs by freeing DevOps teams to manage software development lifecycles better. On call engineers from affected services are responsible for evaluating the customer impact and service impact and validating the mitigation/resolution steps before giving the all clear signal to close the incident. The below voiding SOP is relevant for sites who have rolled out ePOE and advises the limited scenarios when an incident may be voided by a line manager. Where necessary, the major incident procedure should include the dynamic establishment of a separate Major Incident Team, under the direct leadership of the Incident Manager. Conditional triggers can start Incident Workflows whenever an incident is created, or only when specific conditions are met. Incident management within a company’s IT operations, often referred to as ITIL incident management, addresses a wide range of issues that can impact service and business operations, from a laptop crashing or a printer error to Wi Fi connectivity issues and network downtime. Our recommendation: Insight. An incident management process helps IT teams investigate, record, and resolve service interruptions or outages. Modern incident management tools leverage machine learning algorithms that help you sift through terabytes of log files, traffic data, and system performance metrics to recognize the subtlest anomalies.

IT incident management frameworks

PagerDuty: PagerDuty is renowned for its incident response orchestration. Fortunately, you can use incident management software to get instant alerts when an incident occurs and to track issues and bugs. Ii To evaluate necessary steps for the Federal Government to address AI related workforce disruptions, the Secretary of Labor shall submit to the President a report analyzing the abilities of agencies to support workers displaced by the adoption of AI and other technological advancements. Telecommunications failures can impact IT services and systems, leading to loss of connectivity and communication. Build your custom incident management workflows. Throughout the troubleshooting process, detailed notes are maintained on things identified that may need to be fixed later, problems encountered during debugging, and process inefficiencies. Incidents tend to have a sort of domino effect, which is why they are so expensive to deal with. 3 min read Anycast is a standard, table stakes feature of every authoritative DNS service. Incidents created from Opsgenie in Jira Ops can be acknowledged in Jira, and vise versa. Jira Service Management. Incident management process is the most crucial process in ITSM process implementations. Intuitive user interface. We’ve published our internal incident management handbook. Best for incident management reporting and dashboards. The technical team rectifies the hardware issue, communicates the resolution to the customer, and officially closes the incident. Zendesk starts at $5/user/month and has a free 30 day trial as well as a free demo. It should be easy to learn and customizable. If you’re wondering how I selected the best incident management software, here’s where I’ll break it all down for you. Maintaining accurate and up to date resource inventories and resource tracking are essential components of incident management. So, once you know what you’re dealing with and who from your team is dealing with it, you should take steps to limit the incident’s potential impact and make sure you’re in full control of your systems. He ensures that incidents are handled efficiently and effectively through their life cycle to support INOC clients. Oregon State Fire Marshal 3991 Fairview Industrial Drive SE Salem, OR 97302 ask. You should be able to categorize incidents according to their priority and severity to guide timelines, remediations, and investigations. The ITIL incident management process, in brief. The tool also includes features for exporting data to Excel or PDF for further analysis. Want to find out more. This will help them to optimize their incident management process and provide better IT service delivery to their customers. Incident Prioritization. The ”WARFIGHTING” SUPERset 7 books.

Change Management

The data gathered from tracking incidents allows for better problem management and business decisions. Managing incidents effectively is paramount to ensuring minimal business disruption and maintaining the satisfaction of end users. Azure Blueprints helps companies with strict compliance needs in Azure environments, while Terraform is a versatile tool that. What is the best way to make incident reporting easier for your users especially non IT employees. Scope of the practice includes activities that are undertaken as part of the practice aiming at reaching the goal of the practice. There are two especially well known cyber agencies that have frameworks organizations may reference. Posted On: Oct 6, 2022. You can edit it any way you want, to fit the needs of your business. Set clear service agreements around each level of priority and communicate them to customers so that they know how quickly they can expect a resolution to their problem. The HSE NIMS team recommend that staff complete the HSEland data quality e learning module developed by HIQA. Log, process, manage, and report on the IT issues that adversely affect your end users, IT services, and business services. Here are some of the most useful. If a temporary workaround is in place, once the disruption to end users is mitigated, IT staff can develop a long term fix for the issue. This workflow can be customized to suit your needs and reduce downtime and negative impacts on business. Detailed here are the roles involved and an overview of their remit when a major incident occurs. Postmortem are post post incident reviews and analyses that are essential to help teams learn from past incidents, improve processes, and prevent similar incidents from happening again. If we didn’t cover something about incident management, please let us know below. The issue can be related to either hardware, software, network or any possible combinations of them. The service desk team usually receives the report and decides whether the issue is an incident or a request. OpenVAS is an open source vulnerability scanner. This includes verifying that the users are satisfied and ensuring that the Incident Record is fully documented see Incident Closure and Evaluation. Essentially, reporting an identified incident, or Incident logging is the first step in the Incident management process. Incident Management Best Practices. Keeping management in the loop will help with getting necessary approvals and permissions required to fix the major incident. First Sergeant Kenneth H. We protect your privacy. Small and Medium Scale Industries: MANTIS BT, FRESH SERVICE, SPICEWORKS, JIRA, and OPSGENIE are some tools which will be best suited for these organization due to their very low price or freeware and proven features with reduced manual efforts.

FreeAlliance com LLC

SolarWinds offers a fully functional free trial for 30 days. Now you know what Incident Management is, its benefits, and where its advantages lie for different types of organizations. IT incident management is one of the help desk’s fundamental processes. A surprisingly effective workaround for almost everything. Automate and Optimize Apps and Clouds. SolarWinds Service Desk is an incident management solution that empowers teams with automated processes. Communication is key when an attack is underway, so ensure that you establish a good communication flow as part of your response plan. Build out infrastructure with technologies such as virtual private networks VPNs and secure web gateways to support workforce communication. This will prevent you from getting too many notifications, and ensure that you don’t miss critical alerts. This might involve acceptance testing from the business units. She then asks Ben to try log in, and he is successful. A Partial Service Disruption is when only part of the GitLab. Once you identify, or get notified of, the incident, you would capture just enough information about it, including description, time, and source. Muvi offers workflow management software popularly named as Tattle that allows businesses to create customized and automated response processes based on the type of incident triggered. We’ll follow up shortly with an email.

On call schedule

Incident resolution and closure. Cynet provides a holistic solution for cybersecurity, including the Cynet Response Orchestration which can automate your incident response policy. Major Incident Review. The IT department plays various roles in an organization to address issues as they arise. Merged, DFIR determines the root cause of issues, identifies and locates all available evidence, and offers ongoing support to ensure that an organization’s security posture is bolstered for the future. Xix the Director of OMB;. Currently, over half of the world’s hacking attempts on Trans National Corporations TNCs take place in North America 57%. As a nice plus, the tool keeps track of your postmortems so you can easily see your pending postmortems. Download the new Forrester Total Economic Impact™ which examined four enterprises with large, complex IT estates to measure the value and return on investment of ScienceLogic’s AIOps Solution. Most companies offer services online, and any outages entail poor end user experience. Opsgenie could be a good fit for larger teams with complex workflows that they need to service and for teams that enjoy the Jira like processes. Coordination of Preparedness Activities. Get a bird’s eye view of your service desk: Get visibility into all your tickets and track their progress with a quick glance at the dashboard. Recently MCDOT’s Regional Emergency Action Coordinating Team or REACT has improved it’s conspicuity by adding retro reflective stripping and logos to the sides of their response vehicles. By looping in key stakeholders, teams can take a proactive approach to addressing and remediating the issue, as well as providing organizational visibility so teams are aware of the on going response. Remember to verify that the answer key corresponds to the Sample Questions and Answers for ICS 800 Final Exam. It provides a framework for quickly resolving incidents and returning services to normal operation, minimizing the impact on business operations and customers. Triaging focuses on classifying and sorting incidents based on urgency and impact without considering the broader business context. They believe that only collaboration leads to improvement. They’re an organization’s SPOC for all things incident management related and beyond. Visit here for the official Website. In recent discussion with our clients I noticed some confusion around Jira Ops and Atlassian’s latest acquisition, Opsgenie. It does not mean that the incident will not recur at some time in the future. Copyright © 2023 Atlassian. Learn how the @ServiceNow can help emergency mangment organizations manage and track assets. While 5G has advanced in recent years, the fifth generation of cellular technology still presents some challenges, such as. Once the incident is categorized and prioritized, it gets automatically routed to a technician with the relevant expertise. Timely resolutions are the result of effectively trained staff with sufficient experience and access to resources and knowledge. The best incident management software deliver the following core functionalities. Incident tracking software can help automate the steps involved in incident management, helping make the process faster and more effective.

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Combined Assisting Individuals In Crisis and Group Crisis Intervention. This might involve sending an alert to the incident management team, emailing the project team, or updating a status board. Here are some of the benefits that make incident management software an essential part of any business. Read about how we use cookies in our Privacy Notice. If the incident is due to a malfunctioning application, for example, the 2nd level technician may contact the company that developed the application for additional guidance in resolving the incident. In addition, by integrating Jira Service Management Connect with your favorite software tools, custom add ons can be set up using Atlassian’s REST API to optimize your individual service desk. Training overview and registration. AWS Incident Detection and Response offers AWS Enterprise Support customers proactive monitoring and incident management for their selected workloads. This will help your team efficiently handle similar issues in the future. This categorization also makes it helps problem management teams track and identify patterns between incidents, improving incident deterrence. Post incident activities should have you putting plans on future roadmaps, changing the way you prepare for future incidents, and discovering new things to build which will prevent more incidents in the future. You can find detailed instructions on how to create an incident and how to configure its routing in our documentation. When the IT department is taking care of service requests, why do you need an incident management process separately. We consider SEV levels 1 and 2 to be major incidents, while a SEV 3 indicates a lower impact incident. Top Cities where KnowledgeHut Conduct ITIL Certification Training Course Online. Automation will reduce response times, improve accuracy, and save resources for more critical tasks. Resolution and recovery – once the solution is found the incident is resolved. When unsure, it’s best to choose a label that corresponds to the primary cause of the incident, even if other services are involved. A major incident almost always results in an organization’s services becoming unavailable, which causes the organization’s business to take a hit and ultimately affects its financial standing. IT operators perform daily operational activities within the IT organization, such as installing equipment in the data center, backing up data and maintaining servers, and ensuring that scheduled tasks are performed. Also note the asset or assets linked to the incident, the priority level of the assets involved, the business impact, the user’s name and their priority level. Iv required minimum risk management practices for Government uses of AI that impact people’s rights or safety, including, where appropriate, the following practices derived from OSTP’s Blueprint for an AI Bill of Rights and the NIST AI Risk Management Framework: conducting public consultation; assessing data quality; assessing and mitigating disparate impacts and algorithmic discrimination; providing notice of the use of AI; continuously monitoring and evaluating deployed AI; and granting human consideration and remedies for adverse decisions made using AI;. There are so many possible vectors for incidents to occur. This service desk is made up of technicians with advanced knowledge of incident management. Problem management focuses more on the long term response, addressing any potential underlying cause as part of a larger potential issue i.

Re: Infoblox

This can include information on who reported the incident, their contact details, the date it was reported, and which service was disrupted. It facilitates the engagement of key stakeholders, such as executive leadership, business representatives, or external vendors, to ensure proper decision making and resource allocation. That one measurable improvement resulted in an average annual savings of $14 million dollars. This involves actually taking the steps to fix the issue and restoring the systems to normal functioning. These requests are often pre approved standard changes requested by end users. Position will be supervised by the Incident Commander. These challenges can have far reaching consequences, from delayed responses to damaged reputations. PMP, CAPM, PgMP, PfMP, PMI RMP, PMI ACP, PMI PBA, PMI SP, PMI ACP, PMBOK, PM Network, and PMI Today are registered marks of Project Management Institute, Inc. Our Mega Bundle is a power pack of 7 unique products which are guaranteed to save your time. Our product is designed to be used across business functions, so an incident can be quickly declared by anyone, not just those with specialist knowledge. It becomes more crucial for businesses to strengthen their modern applications security against such attacks as they continually evolve to. An increase in organizations pursuing digital transformation and other technology driven operations makes incident management even more important given the dependence on technology to deliver solutions to customers. Workers responding to emergency events and or disasters will see and experience events that will strain their ability to function. Our Virtual Agent, an , also helps end users find knowledge base articles for their most common problems. Some factors that influence incident categorization include the urgency of the incident and the severity of its impact on users or the business in general. In the fields of computer security and information technology, computer security incident management involves the monitoring and detection of security events on a computer or computer network, and the execution of proper responses to those events. During and after containment, the full extent of an attack is made visible. No credit card required. Don’t let your software limit what’s possible. IT support professionals can also use it to look up insight on how to resolve an incident. Docker stressed its commitment to maintaining the Testcontainers open source project at a time when shift left testing has become. D incorporation of safety, privacy, and security standards into the software development lifecycle for protection of personally identifiable information, including measures to address AI enhanced cybersecurity threats in the health and human services sector;. Opsgenie: A product of Atlassian, Opsgenie ensures that the right people are alerted through its on call management feature. Incident management is the process of responding to service interruptions caused by outages or performance issues.

Re: Infoblox and ServiceNow Security Incident Integration Templates, Deployment Guide and Demo V

RAID stands for risk, assumptions, issues and decisions and our free RAID log template for Excel helps with the planning and execution of IT incident mitigation. By then, the incident had cost the company between $250 million and $300 million. Look for capabilities that enable post incident SLO reporting. Not only can it help organize work and communication, but it can also help your team build workflows and align goals to the work needed to complete them. Choose a tool that offers mobile applications, allowing your team to respond to alerts and collaborate on incidents on the go. In this scenario, customers and prospects won’t be able to access a company’s website. Each course includes content of traditional in person classroom training via Zoom technology. Incident categorization is typically multi level and involves three to four levels of hierarchical granularity. During this phase, after an incident is confirmed, communication plans are also typically initiated. The processes have to be clearly distinguished, and incidents should be closed once the user confirms that the error has been rectified. The incident response lifecycle is your organization’s step by step framework for identifying and reacting to a service outage or security threat. The lack of the right security people can severely impact any incident response, so much so that companies are looking to outsource security functions like this. There’s no context switching or manual process slowing us down – Datadog provides a comprehensive workflow from detection to resolution. Unlike the incident models, the service request models are usually produced during product and service design, with the service request management practice involved at all stages, and are tested and deployed to operations along with other components of the service. Validation of Incident. We also use Zendesk to communicate with customers and partners working on the platform, bringing customer interaction into one place. Instant get access to the AWS Free Tier. The high level wireless expertise Pete brought to INOC enabled the development of new and innovative solutions for clients. Here are the five most important best ones. Your integration is now enabled.

The differences between reactive vs proact

The first step in the incident management lifecycle is to identify the incident. How you react to a major incident makes all the difference in minimizing the impact of the incident and bringing services back up. If you can’t make the time, no problem. Here are the top 14 incident management software tools available today. The benefit of the ITIL approach is that it prioritizes the core goals of both problem management and incident management. Enables Continuous Improvement: Incident management provides valuable data and insights that can be used to identify areas for improvement. Configure AlertOps to your vision and achieve groundbreaking results. From all the incident management applications we list in this article, BigPanda is the most expensive. W The term “omics” means biomolecules, including nucleic acids, proteins, and metabolites, that make up a cell or cellular system. This Swiss Army knife approach of eG Enterprise ensures that organizations have no visibility gaps and coupled with intelligent incident management by ServiceNow ITSM, it helps organizations align IT to best meet the business needs. Many times, when a crisis occurs, we need to come together as a group who has survived and be with each other in a safe and non judgmental place to understand that our different stress responses are normal and to give and receive support. This phase is for getting ready to deal with incident response. This feature accelerates the categorization process and reduces the possibility of human error, which is especially beneficial in complex enterprise environments.

By Department

In the case of bigger and more complex incidents, it might be that outside expertise is required. Safety, compliance and sustainability leaders can protect their employees, the environment and their bottom line with Sphera’s purpose built software, industry leading regulatory content, and our team of experienced Product Stewardship experts. I selected Salesforce Service Cloud for incident management software due to its comprehensive AI powered service capabilities and automation of case distribution, which are critical for managing customer incidents effectively. Incident commanders are critical and they work in a high pressure environment. Io also nudges to inform you about the next steps. By detecting such anomalies, UEBA tools can help teams respond to incidents before they result in significant damage. Make sure to document the discussion. Maine has developed specific guidance for NIMS compliance within the State. When an IT incident happens it can cause a service interruption or worse. This record then becomes the basis for analysis and decisions on managing the incident, including. I hold qualifications in all four versions of ITIL®, ITAM, UX, BRM, SLM, SIAM, VeriSM, and AI, and co authored the BCS AI Foundation book. Contact RSI Security today to see how powerful your cyberdefense can be. In many business cases, incidents are defined by its severity level and will often look like. Also, generate major incident specific reports for analysis, evaluation and decision making. Is the incident management solution easy to learn and master. Sphera offers SpheraCloud as well as on premise solutions to meet customers’ needs in the areas of Environment, Health, Safety and Sustainability EHSandS, Operational Risk Management and Product Stewardship solutions. Users can define automated playbooks, with pre set or custom remediation actions for multiple attack scenarios. This step is part of the logging process and involves assigning a category and typically at least one subcategory to the incident. EG Innovations has been named as a Top 10 Global Vendor for Continuous Application Performance Managementby Research in Action in the 2019 CAPM Vendor Selection Matrix™. A: Accountable according to the RACI Model: Those who are ultimately accountable for the correct and thorough completion of the Incident Management process. Organizations often assess incident managers and the incident management process based on several key performance indicators KPIs. The communication plan also comes into play during this phase.

IT Asset Management Part 5 – Disposal

As mentioned in the previous section, incident prioritization is an essential step in incident management. DevOps techniques and practices play a crucial role in enhancing incident management by promoting a culture of collaboration, automation, and continuous improvement. What does an incident response specialist do. These options include workload pricing, ingest pricing, entity pricing, and activity based pricing. Get a complete view of all the correlated events in your infrastructure—across your entire toolchain—to quickly identify potential issues, dependencies, incident impact, and root cause. Therefore, it’s really important to coordinate the fix effort in the right way. NW Suite 930 Washington, DC 20036202 466 7820. KPIs are correlated to Critical Success Factors CSF and CSFs, in turn, are associated with the primary business objectives. NIMS consists of the methods used to achieve Unity of Effort. Tips to Optimize Your Technology Asset Investment with ServiceNow ITAM. CISM training should help personnel understand the goals and principles of CISM, as well as the different types of interventions, such as pre incident education, defusing, debriefing, and follow up. A separate channel for every incident discussion is vital to enable easier collaboration. Why should your company try ServiceNow Incident Management. ITIL breaks incident response into a few steps: initial diagnosis, escalation if necessary, investigation and diagnosis, resolution and recovery, and closure. Incident Management Software for Events and Venues. In an ITIC research, 98% of organizations said that one hour of downtime costs them over $100K, and 81% of organizations said that one hour of downtime costs their business more than $300K. Io has been shipping features at a rapid pace, so keep an eye out for changes here. An unplanned interruption to a service or reduction in the quality of a service.