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INTERNATIONAL ISO/IEC
STANDARD 27035-3

First edition
2020-09

Information technology —
Information security incident
management —
Part 3:
Guidelines for ICT incident response
operations
Technologies de l'information — Gestion des incidents de sécurité de
l'information —
Partie 3: Lignes directrices relatives aux opérations de réponse aux
incidents TIC

Reference number
ISO/IEC 27035-3:2020(E)

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ISO/IEC 27035-3:2020(E)


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Contents Page

Foreword...........................................................................................................................................................................................................................................v
Introduction................................................................................................................................................................................................................................. vi
1 Scope.................................................................................................................................................................................................................................. 1
2 Normative references....................................................................................................................................................................................... 1
3 Terms and definitions...................................................................................................................................................................................... 1
4 Abbreviated terms............................................................................................................................................................................................... 2
5 Overview........................................................................................................................................................................................................................ 3
5.1 General............................................................................................................................................................................................................ 3
5.2 Structure of this document............................................................................................................................................................ 3
6 Common types of attacks.............................................................................................................................................................................. 5
7 Incident detection operations................................................................................................................................................................. 6
7.1 Point of contact........................................................................................................................................................................................ 6
7.2 Monitoring and detection............................................................................................................................................................... 7
7.3 Common ways detection is performed............................................................................................................................... 8
7.3.1 Monitoring public sources to look for potential reports (and threats)............................. 8
7.3.2 Validation of external source data..................................................................................................................... 9
7.3.3 Proactive detection...................................................................................................................................................... 10
7.3.4 Reactive methods.......................................................................................................................................................... 10
8 Incident notification operations........................................................................................................................................................11
8.1 Overview.................................................................................................................................................................................................... 11
8.2 Immediate incident notification............................................................................................................................................ 12
8.2.1 Incident reporting forms........................................................................................................................................ 12
8.2.2 Critical information that incident reports should (ideally) contain.................................. 12
8.2.3 Methods to receive reports................................................................................................................................... 12
8.2.4 Considerations for escalation............................................................................................................................. 13
8.3 PoC structure.......................................................................................................................................................................................... 13
8.3.1 Incident response operation notification if a single PoC exists............................................. 13
8.3.2 Incident response operation notification if multiple PoCs exist.......................................... 14
9 Incident triage operations........................................................................................................................................................................14
9.1 Overview.................................................................................................................................................................................................... 14
9.2 How triage is conducted............................................................................................................................................................... 14
10 Incident analysis operations..................................................................................................................................................................15
10.1 Overview.................................................................................................................................................................................................... 15
10.2 Purpose of analysis............................................................................................................................................................................ 17
10.3 Intra-incident analysis.................................................................................................................................................................... 18
10.4 Inter-incident analysis.................................................................................................................................................................... 19
10.5 Analysis tools.......................................................................................................................................................................................... 20
10.6 Storing evidence and analysis results............................................................................................................................... 20
11 Incident containment, eradication and recovery operations..............................................................................21
11.1 Overview.................................................................................................................................................................................................... 21
11.2 Conducting the response for containment, eradication and recovery.................................................. 21
11.2.1 Containment description........................................................................................................................................ 21
11.2.2 Containment goals........................................................................................................................................................ 21
11.2.3 Common containment strategies..................................................................................................................... 21
11.2.4 Issues associated with containment............................................................................................................. 22
11.3 Eradication............................................................................................................................................................................................... 22
11.3.1 Eradication description........................................................................................................................................... 22
11.3.2 Eradication strategies................................................................................................................................................ 22
11.3.3 Issues associated with eradication................................................................................................................ 23
11.4 Recovery..................................................................................................................................................................................................... 23

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11.4.1 Recovery description................................................................................................................................................. 23

11.4.2 Recovery strategies...................................................................................................................................................... 23
11.4.3 Issues associated with recovery....................................................................................................................... 23
12 Incident reporting operations..............................................................................................................................................................23
12.1 Overview.................................................................................................................................................................................................... 23
12.2 How to establish reporting......................................................................................................................................................... 24
12.3 How to establish external reporting, if required..................................................................................................... 25
12.4 Information sharing.......................................................................................................................................................................... 26
12.5 Other reporting considerations.............................................................................................................................................. 26
12.6 Types of reports................................................................................................................................................................................... 27
12.7 Methods for storing reports and analysts' knowledge....................................................................................... 27
Annex A (informative) Example of the incident criteria based on information security
events and incidents.......................................................................................................................................................................................28
Bibliography.............................................................................................................................................................................................................................. 31

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Foreword
ISO (the International Organization for Standardization) and IEC (the International Electrotechnical
Commission) form the specialized system for worldwide standardization. National bodies that
are members of ISO or IEC participate in the development of International Standards through
technical committees established by the respective organization to deal with particular fields of
technical activity. ISO and IEC technical committees collaborate in fields of mutual interest. Other
international organizations, governmental and non-governmental, in liaison with ISO and IEC, also
take part in the work.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular, the different approval criteria needed for
the different types of document should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www​.iso​.org/​directives).
Attention is drawn to the possibility that some of the elements of this document may be the subject
of patent rights. ISO and IEC shall not be held responsible for identifying any or all such patent
rights. Details of any patent rights identified during the development of the document will be in the
Introduction and/or on the ISO list of patent declarations received (see www​.iso​.org/​patents) or the IEC
list of patent declarations received (see http://​patents​.iec​.ch).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and
expressions related to conformity assessment, as well as information about ISO's adherence to the
World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT), see www​.iso​.org/​
iso/​foreword​.html.
This document was prepared by Joint Technical Committee ISO/IEC JTC  1, Information technology,
Subcommittee SC 27, Information security, cybersecurity and privacy protection.
A list of all parts in the ISO 27035 series can be found on the ISO website.
Any feedback or questions on this document should be directed to the user’s national standards body. A
complete listing of these bodies can be found at www​.iso​.org/​members​.html.

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Introduction
An information security incident can involve ICT or not. For example, information that spreads
unintentionally through the loss of paper documents can very well be a serious information security
incident, which requires incident reporting, investigation, containment, corrective actions and
management involvement. This type of incident management is often carried out, for example, by the
Chief Information Security Officer (CISO) within the organization. Guidance on the management of
such information security incidents can be found in ISO/IEC 27035-1. This document, however, only
considers incident response operations for ICT-related incidents, and not for information security
incidents related to paper documents or any other non-ICT incidents. Whenever the term "information
security" is used in this document, it is done so in the context of ICT-related information security.
The organizational structures for information security vary depending on the size and business field of
organizations. As various and numerous incidents occur and are increasing (such as network incidents,
e.g. intrusions, data breaches and hacking), higher concerns about information security have been
raised by organizations. A secure ICT environment set up to withstand various types of attacks (such
as DoS, worms and viruses) with network security equipment such as firewalls, intrusion detection
systems (IDSs) and intrusion prevention systems (IPSs) should be complemented with clear operating
procedures for incident handling, along with well-defined reporting structures within the organization.
To ensure confidentiality, integrity and availability of information and to handle incidents efficiently,
capabilities to conduct incident response operations is required. For this purpose, a computer security
incident response team (CSIRT) should be established to perform tasks such as monitoring, detection,
analysis and response activities for collected data or security events. These tasks may be assisted by
artificial intelligence tools and techniques.
This document supports the controls of ISO/IEC 27001:2013, Annex A, related to incident management.
Not all steps in this document are applicable since it depends on the particular incident. For example, a
smaller organization may not use all guidance in this document but can find it useful for organization
of their ICT-related incident operations especially if operating their own ICT environment. It can also
be useful for smaller organizations that have outsourced their IT operations to better understand the
requirements and execution of incident operations that they should expect from their ICT supplier(s).
This document is particularly useful to organizations providing ICT services that involve interactions
between organizations of incident operations in order to follow the same processes and terms.
This document also provides a better understanding on how incident operations relates to the users/
customers in order to define when and how such interaction needs to take place, even if this is not
specified.

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INTERNATIONAL STANDARD ISO/IEC 27035-3:2020(E)

Information technology — Information security incident

management —
Part 3:
Guidelines for ICT incident response operations

1 Scope
This document gives guidelines for information security incident response in ICT security operations.
This document does this by firstly covering the operational aspects in ICT security operations from a
people, processes and technology perspective. It then further focuses on information security incident
response in ICT security operations including information security incident detection, reporting, triage,
analysis, response, containment, eradication, recovery and conclusion.
This document is not concerned with non-ICT incident response operations such as loss of paper-based
documents.
This document is based on the “Detection and reporting” phase, the “Assessment and decision” phase
and the “Responses” phase of the “Information security incident management phases” model presented
in ISO/IEC 27035-1:2016.
The principles given in this document are generic and intended to be applicable to all organizations,
regardless of type, size or nature. Organizations can adjust the provisions given in this document
according to their type, size and nature of business in relation to the information security risk situation.
This document is also applicable to external organizations providing information security incident
management services.

2 Normative references
The following documents are referred to in the text in such a way that some or all of their content
constitutes requirements of this document. For dated references, only the edition cited applies. For
undated references, the latest edition of the referenced document (including any amendments) applies.
ISO/IEC  27000, Information technology — Security techniques — Information security management
systems — Overview and vocabulary
ISO/IEC  27035-1, Information technology — Security techniques — Information security incident
management — Part 1: Principles of incident management
ISO/IEC  27035-2, Information technology — Security techniques — Information security incident
management — Part 2: Guidelines to plan and prepare for incident response
ISO/IEC 27037, Information technology — Security techniques — Guidelines for identification, collection,
acquisition and preservation of digital evidence
ISO/IEC  27043, Information technology — Security techniques — Incident investigation principles and
processes

3 Terms and definitions

For the purposes of this document, the terms and definitions given in ISO/IEC 27000, ISO/IEC 27037,
ISO/IEC 27035-1, ISO/IEC 27035-2, ISO/IEC 27043 and the following apply.

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