Incident Handling Research Articles

Method for Optimizing Incident Handling Process for Telephony Outsourcing Companies

Communication service companies strive to maintain quality service, which implies having strategies that facilitate timely attention to incidents. In this context, this study proposes a method to improve incident management in an IP voice communication outsourcing company. The method was developed in three phases: preliminary analysis, improvement, and comparison. The preliminary analysis phase involved identifying the problem, defining indicators, conducting pre-measurement and developing solution proposals. The improvement phase included planning (defining requirements), designing the technical solution, coding and integrating the method, and testing it. Finally, the comparison phase evaluated the results before and after the implementation of the method using four indicators: incidents in queue for attention, incidents resolved outside of business hours, response time to Lightweight Directory Access Protocol (LDAP) incidents, waiting time to be served. The sampling for the study was differentiated for each indicator and data were collected over a period of three months for "pre" and five months for "post". The results showed the complete elimination of waiting time for AD user support. Additionally, the time to resolve incidents was reduced to 36 seconds.The workload of the attentions was also considerably reduced thanks to the automation of the process.

Prevention and Control Strategies of Network Mass Incidents in Colleges and Universities from the Perspective of Cooperative Governance

The frequent occurrence of network mass incidents has posed new requirements and challenges to the governance capabilities of colleges and universities. However, the traditional management model of network mass incidents in colleges and universities has limitations in terms of management boundaries, subject status and participation, prevention and remedy. Introducing the concept of cooperative governance and constructing a cooperative governance model for network mass incidents in colleges and universities can effectively solve the current governance dilemma. This requires the cooperation of all parties to achieve a governance structure of "one core, multiple elements" for network mass incidents in colleges and universities, and improve the effectiveness of governance through cooperation, establish a sound mechanism for the balance of subject rights and responsibilities, information disclosure, expression and response of appeals, dialogue and negotiation, trust and supervision, so as to realize the transformation and upgrading of the handling of online mass incidents in universities from "traditional management" to "cooperative governance".

Analysis of the Dominant Factors Associated with the Incidence of Covid-19 in Prehospital and Intra-Hospital Nurses

Nurses are the main lead in tackling the Covid-19 pandemic as if they are risking contracted by Covid-19. High stress during a pandemic has an impact on psychological problems, Personal Protective Equipment (PPE) usage, decision-making difficulty on triage, and fatigue in which those can decrease the immune systems. The aim of study was to identify the dominant factors related to the incidence of Covid-19 in nurses. This observational study used Cross Sectional Study design and consecutive sampling techniques at 136 respondents. Questionnaires was used as instruments tested by validity and reliability to measure Fatigue, Psychological Problems (Depression, Anxiety, Stress), Decision-Making Ability of Triage-EWS Screening Covid-19, Vaccination history, risks of exposure, PPE usage and Covid-19 Incidents. Dominant factor analysis was assessed using multivariate analysis by logistic regression test. Based on the results of the logistic regression test, it was found that the risk of exposure to Covid-19 was the dominant factor with the incidence of Covid-19 among nurses in the pre-intra-hospital settings with significance of the test results p value <0.0. Handling of Covid-19 incidents in health workers is crucial. It has been clear that the risk of exposure to people who are confirmed positive can increase the incidence of Covid-19, so it necessary to make prevention program by implementing physical distancing and increasing activities that impact on increasing of immunity.

QISS: Quantum-Enhanced Sustainable Security Incident Handling in the IoT

As the Internet of Things (IoT) becomes more integral across diverse sectors, including healthcare, energy provision and industrial automation, the exposure to cyber vulnerabilities and potential attacks increases accordingly. Facing these challenges, the essential function of an Information Security Management System (ISMS) in safeguarding vital information assets comes to the fore. Within this framework, risk management is key, tasked with the responsibility of adequately restoring the system in the event of a cybersecurity incident and evaluating potential response options. To achieve this, the ISMS must evaluate what is the best response. The time to implement a course of action must be considered, as the period required to restore the ISMS is a crucial factor. However, in an environmentally conscious world, the sustainability dimension should also be considered to choose more sustainable responses. This paper marks a notable advancement in the fields of risk management and incident response, integrating security measures with the wider goals of sustainability and corporate responsibility. It introduces a strategy for handling cybersecurity incidents that considers both the response time and sustainability. This approach provides the flexibility to prioritize either the response time, sustainability or a balanced mix of both, according to specific preferences, and subsequently identifies the most suitable actions to re-secure the system. Employing a quantum methodology, it guarantees reliable and consistent response times, independent of the incident volume. The practical application of this novel method through our framework, MARISMA, is demonstrated in real-world scenarios, underscoring its efficacy and significance in the contemporary landscape of risk management.

Biosafety knowledge and perception among medical laboratory students: a cross-sectional study at a medical university in Vietnam

Introduction: Medical students have to deal with biohazards in laboratories during undergraduate studies and intensive practice in hospitals. Unsafe operators can result in an outbreak of biohazardous pathogens to healthcare workers, the community, and the environment. However, the most common risk factors for laboratory accidents are a lack of perception and knowledge of biosafety and laboratory safety management. This study aimed to assess knowledge and factors influencing the biosafety practices of medical students at Hanoi Public Health University, Vietnam Methods: A cross-sectional study was conducted to assess the biosafety knowledge of all 286 students majoring in a medical laboratory at HUPH from December 2021 to February 2022. Ethical clearance was obtained from the Ethics Committee of Hanoi University of Public Health. The questionnaire has been created based on WHO biosafety guidelines with some modifications according to the local context. The data were collected by face-to-face interviews Results:: Out of the 286 students invited to complete a biosafety questionnaire, 68.6% of students recognized the fundamental principles of biosafety. Additionally, 76.2% and 91% of students correctly identified risk factors and danger signs in the laboratory, respectively. Furthermore, 79.8% of students provided accurate answers to biosafety laboratory troubleshooting questions. Notably, academic performance, students’ year of study, and average scores in biosafety courses had significantly related to the biosafety knowledge. Gender factors and academic performance were related to the rate of obtaining precise knowledge about incident handling and preventing risk factors in the laboratory. Conclusion: The passed rate of biosafety knowledge among medical laboratory students at the University of Public Health was 68.6%. Factors such as the student's school year, academic performance, average score in the biosafety course number of internships in hospitals significantly affected their biosafety and troubleshooting knowledge in the laboratory.

Machine Learning Sentiment Analysis in Cyber Threat Intelligence Recommendation System

The use of the digital world is increasing every day. Attacks and data theft occur on various websites, both government-owned and commercial and banking sites. Therefore, this research aims to identify the threats of frequently occurring viruses in a country. There is a considerable amount of news explaining cybercrime incidents. The problem of this research is that unstructured data such as articles and technical reports are difficult to analyze and identify the types of cybercrime attacks. Previous research attempted to semantically extract unstructured cyber threats, but there were shortcomings in previous research. The novelty of this research is the development of a Cyber Threat Intelligence (CTI) machine learning model to identify the types of virus attacks or cybercrimes that frequently occur in e-commerce transactions, so that they can take rescue actions for incident handling in the digital world using tactics, techniques, and procedures (TTP). The method involves using machine learning, taking Cyber Threat Intelligence (CTI) documents as input regarding cybersecurity threat handling steps, and then processing the data using AI TF-IDF and Bags of Words for the identification of steps, tactics, techniques, and procedures required for each frequently occurring security incident.

학교폭력 사안 처리 과정에서 담임교사의 역할에 대한 교사, 학부모 간 기대 차이

Objectives This study aimed to analyze the differences in expectations between teachers and parents regarding homeroom teachers’ role in handling school violence cases.
 Methods This study aimed to understand the differences in expectations between teachers and parents regarding the role of homeroom teachers in addressing school violence incidents. In July 2023, a survey was conducted over two weeks targeting a total of 400 individuals, consisting of 200 teachers and 200 parents from elementary, middle, and high schools nationwide, through a specialized research firm. The survey questions were derived by analyzing the “Act On The Prevention Of And Countermeasures Against Violence In Schools” and its enforcement decree, as well as the “School Violence Handling Guidebook”(Ministry of Education, 2023). A total of 62 questions were formulated based on various stages of incident handling, and these were categorized into 11 roles. The collected data were analyzed using SPSS 27.0 through independent sample t-tests and one-way ANOVA.
 Results First, there was no significant difference in the overall role of the homeroom teacher. Still, there was a significant difference between teachers and parents in the detailed part of the homeroom teacher. In other words, teachers’ expectations were higher than parents’ in ‘prevention and detection,’ ‘related student and parent protection measures,’ and ‘counseling and education,’ while ‘mediation,’ ‘deliberation committee reports and opinion statements.’ In the role of ‘executing deliberation results,’ parents’ expectations were found to be higher than those of teachers. Second, looking at the ranking of expectations by detailed role, it appears that teachers expect ‘prevention and detection’ and parents expect ‘implementation of early response measures’ from homeroom teachers, showing expectations between teachers and parents regarding the role of homeroom teachers. Third, teachers ranked ‘prevention and detection’ as their priority as a homeroom teacher’s role. In contrast, they ranked ‘case management’ as the first role for teachers in their dedicated organizations. Fourth, although there were significant differences in some background variables and detailed functions by background variable, there were no significant differences in the expectations of teachers and parents regarding the overall role of the homeroom teacher.
 Conclusions It was confirmed that there was a difference in expectations between teachers and parents regarding the role of homeroom teachers in handling school violence issues, and the reasons for the difference in expectations and the impact on the conflict between teachers and parents were discussed.

An analysis of ambulance location problem from an equity perspective

In this paper, we study the Emergency Medical Services (EMS) vehicle location problem from an equity perspective. We construct several mathematical programming models using a set of objective functions and constraints commonly used in facility location problem literature. Due to the uncertainty involved in incident handling times, travel times, and the occurrence of emergency service demand, we use simulation models to assess the performance measures of the EMS systems resulting from the location models. We assess the equity of the system from a Rawlsian perspective, and we report the disparities in service quality among demand nodes using the Gini coefficient, the variance of region-wise mean response time, and lost demand. We utilize multivariate analysis of variance (MANOVA) to demonstrate the significance of mathematical models and the main and interaction effects of network features, such as the distribution of demand nodes across the plane, the number of vehicles, and incident handling rates. Our analysis offers a comprehensive investigation into the impact of mathematical models and network features on equity in the EMS vehicle location problem. Our findings indicate that the choice of mathematical model significantly influences equity, with certain models yielding more equitable outcomes than others. Additionally, we identify the distribution of demand nodes across the plane as a significant factor affecting equity. Ultimately, our results provide valuable insights for decision-makers responsible for designing and operating EMS systems.

Nursing students' handling patient safety incidents during clinical practice: A retrospective qualitative study

BackgroundNursing students may encounter patient safety incidents during clinical practice. Understanding the challenges and concerns of nursing students in handling with patient safety incident could contribute to informing nursing education and clinical practice training. ObjectivesThe aim of this study was to investigate how nursing students handle patient safety incidents during clinical practice. DesignA retrospective descriptive qualitative study. SettingNursing school in Slovenia. ParticipantsA snowball sampling technique was used to recruit nursing students (n = 15). MethodsData were collected via guided self-reflection diaries in 2021. Collected data were analysed using thematic analysis. ResultsWe have generated the main theme of nursing students' handling patient safety incidents during clinical practice. The four primary thematic subthemes were: (1) emotional responses; (2) patient safety incident occurrence and actions taken; (3) contributing factors; and (4) consequences. ConclusionsOur study highlights nursing students' handling of patient safety incidents during clinical practice, revealing a spectrum of emotional responses, immediate actions, contributing factors, consequences, and the importance of fostering a non-blaming culture through reporting and effective communication.

Comprehensive Analysis of Advanced Techniques and Vital Tools for Detecting Malware Intrusion

In this paper, we explore how incident handling procedures are currently being implemented to efficiently mitigate malicious software. Additionally, it aims to provide a contextual understanding of diverse malcodes and their operational processes. This study also compares various ways of detecting adware against a selection of anti-virus software. Moreover, this paper meticulously examines the evolution of hacking, covering the methods employed and the actors involved. A comparative analysis of three prominent malware detection tools, Google Rapid Response (GRR), Wireshark, and VirusTotal, is also conducted, aiding in informed decision-making for enhancing application security. This paper reaches its conclusion by conducting an exhaustive analysis of two case studies, offering valuable insights into a diverse range of potential leaks and virus attacks that may pose threats to various conglomerates. In essence, this article provides a comprehensive overview that spans incident handling procedures, the historical development of hacking, and the diverse spectrum of tools accessible for achieving effective malware detection.

Mobile Incident Management System using React Native

Incident management systems are vital for effective handling of unexpected emergencies and incidents in various organizations. Traditional desktop-based systems have limitations in terms of mobility and real-time response. To address these shortcomings, this research presents the development of a Mobile Incident Management System using React Native, a popular cross-platform mobile app development framework. The objective of this project is to create a responsive and user-friendly mobile platform for incident reporting, tracking, and response, enhancing incident management agility. The research reviews existing incident management systems and mobile-based solutions, evaluating React Native's suitability for this purpose. The system's design incorporates incident reporting, geolocation tagging, real-time communication, and notification mechanisms. Rigorous testing ensures stability, reliability, and security of the developed system. Through this research, organizations can benefit from an efficient mobile incident management solution, enabling real-time incident response and minimizing potential damages

Failure mechanism and countermeasures of rainfall-induced collapsed shallow loess tunnels under bad terrain: A case study

With the rapid increase in the construction of loess tunnels, more and more problems are encountered during the construction process, especially regarding the issue of collapse in shallow loess tunnels. This article presents a case of sliding collapse at the tunnel face of a loess tunnel. Firstly, based on field monitoring, the mechanism of collapse under rainfall-induced adverse terrain conditions in shallow loess tunnels is discussed. The reasons for the collapse are identified, and numerical simulations are conducted to validate the analysis. Finally, countermeasures for the collapse and their effectiveness are proposed and evaluated. The results indicate that the core reason for the collapse is that the support strength provided by the advanced support system was lower than the worst-case deterioration scenario of the surrounding rock. The combination of intense rainfall and susceptible terrain resulted in the formation of a deteriorated surrounding rock zone in front of the tunnel face. Compared to normal conditions, the influence range of advance deformation in the tunnel increased from 1/6D to 1/3D, with pronounced stress concentration in the sliding zone. Through the integration of numerical simulations and field monitoring verification, the adopted approach of “temporary support + classification treatment of the intruded section + optimization of advance support” effectively addressed the collapse. The research findings provide valuable reference for the safe construction and management of loess tunnels and the handling of collapse incidents.

Multiple-Criteria Decision-Making for Medical Rescue Operations during Mass Casualty Incidents

Mass casualty incident (MCI) is an unpredictable situation where a great number of people have been injured after an accident or sudden disease. Survival of the injured in the MCI depends on the efficiency of the directed emergency system (DES). The organization and management of medical assistance is of paramount importance. The shortest possible time to provide medical services to injured persons is crucial. The medical service in the case of the MCI primarily requires decisions on the priority of the order of treatment of the injured, the choice of medical transport and the location of specialized emergency treatment. As part of this paper, the effectiveness of the DES has been analyzed, and criteria used to improve rescue operations have been formulated. A formalized mathematical description of the medical rescue operations in MCIs has been proposed, and the optimization problem as the mixed integer linear programming (MILP) task was formulated. Optimization of an example case of rescue operations in MCIs has been presented. A computer simulator for optimal decision-making in medical rescue operations (CSMRO) has been developed for this purpose. The CSMRO implements various multi-criteria optimization methods to solve the formulated problem of rescue operations optimization. The results of computations made with the developed CSMRO simulator significantly shorten the time of decision-making in mass casualty incident handling.

Improving the information security sustainability of the economy financial sector

The legal certainty of the legislative acts in force in the Russian Federation concerning the organizational and legal basis for countering the funds laundering of criminal origin and clear regulation of the financial monitoring procedure, as well as the interaction of authorities are fundamental elements for the purpose of financial control. At the same time, countering the money laundering is a global aspect that directly affects both society and the economic system of most economically developed countries. The study analyzes the main activities of Russia Bank, aimed at ensuring the sustainability of information security in the financial sector of the economy, as well as ongoing activities aimed at limiting the spread of cybercrime based on an automated incident handling system. In order to solve strategic tasks in the financial security field of market entities, practical recommendations are proposed to improve the mechanism of countering to cyber crimes on the basis of financial monitoring of acquiring operations and corporate bank cards.

A human-centred design approach for the development and conducting of maritime cyber resilience training

Due to the increase in the digitalization on board ships, the potential consequences of a cyber-induced incident can threaten the safety of the ships. A known challenge in the maritime industry is communication between ship owner management onshore and the crew on board a ship, especially during incident handling. To mitigate this issue and enhance cooperation in the digital age, crew and ship owner management need to meet, train for, and discuss cyber risks and their challenges. One way to enhance cohesive teams and effective communication is through the application of a human-centred design (HCD) approach to holistic team training. This paper proposes how simulator instructors should utilise HCD for the development of maritime cyber resilience training, tailored to a variety of maritime stakeholders including ship’s crew and onshore support personnel. To do this, this paper will explore relevant learning theories and current maritime and cyber-related training methods. The paper will then demonstrate, through a practical application, the effectiveness of adopting HCD when designing maritime cyber resilience training. This application will argue that maritime simulators present an effective training solution for new cyber-related incidents. The authors demonstrate the application of HCD by showcasing a ballast water handling system cyber incident designed for the simulator. The development of such a training resource allows all participants to experience the consequences of a cyber-attack in a safe environment whilst enhancing their ability to respond (i.e. communicate with each other) effectively.

Pembuatan Sistem Kebakaran Ruang Server Berbasis Web pada DISKOMINFO Kota Makassar

Development of Web-Based Fire Alarm System in Server Room at Diskominfo Makassar City. Diskominfo Makassar City is an institution that carries out some of the regional government affairs of Makassar City in the field of communication and informatics. Makassar City Diskominfo has a server room to handle services in the communications and informatics sector for sub-districts and villages in Makassar City. Making a web-based fire alarm is intended as a form of meeting server room security standards in terms of fire threats that can occur at any time and helping to supervise or monitor the server room. The working method or procedure for making this tool goes through the stages of analysis, design, implementation, and testing. The main components needed consist of a KY026 fire sensor, MQ2 sensor, ESP8266 microcontroller, and Laravel 7. This fire alarm tool utilizes Internet of Things (IoT) technology so that the tool can be connected to web applications. This tool detects indications of fire based on the flame wave indicator and carbon monoxide gas through the KY026 flame sensor and MQ2 sensor. Users of this tool will receive email notifications if there is a fire in the server room. It is easy for users to monitor server rooms by accessing web applications built using Laravel 7. This website is still local and can be accessed via a search engine with the address 192.168.43.244. This tool is expected to minimize damage and accelerate the handling of fire incidents in the server room. Testing of this tool was carried out on two components, namely the KY026 fire sensor and the MQ2 sensor. Based on the results of the tests that have been carried out, both components are able to detect fire indicators at certain distances. This is proven by the user receiving a fire notification when the component detects a wave of fire or carbon monoxide gas and the user can monitor the condition of the server room in real time.

Modelling language for cyber security incident handling for critical infrastructures

Cyber security incident handling is a consistent methodology with which to ensure overall business continuity. However, specifically handling incidents for critical information infrastructures is challenging owing to the inherent complexity and evolving nature of the threat. Despite the number of contributions made to cyber incident handling, there is little evidence of literature that focuses on modelling activities that will enhance developers’ abilities to model incident handling processes and activities according to different views. Modelling languages of this nature should integrate essential concepts and a descriptive implementation process in order to enable developers to analyse, represent and reason about the crucial incident handling efforts required to support critical information infrastructures. The aim of this paper is, as part of the CyberSANE EU project, to develop a Cyber Incident Handling Modelling Language (CIHML) that focuses explicitly on modelling incident handling in the context of a critical information infrastructure. The work is innovative in its approach because it consolidates concepts from various domains such as security requirements, forensics, threat intelligence, critical infrastructures and cyber incident handling. The approach will allow the phases of the incident handling lifecycle to be modelled from three different views (critical information infrastructures, threat and risk analysis, and incident response). An implementation process is also proposed, which will serve as a comprehensive guide for developers in order to create these modelling views. Finally, CIHML is evaluated using a real-life scenario from the CyberSANE project to demonstrate its applicability. The incident observed had a severe impact on the overall business continuity of the context studied. The results obtained from the study show that CIHML can help critical information infrastructure operators to identify, evaluate, represent and model cyber incidents in critical information systems, in addition to providing the support required to determine the response strategies needed in order to mitigate these cyber-attacks.

Improving the emergency management of energy infrastructure using scenario construction

The safety of energy infrastructure is currently attracting more and more attention. Once accidents happened or improper incident handling, uncontrolled release of huge energy will lead catastrophic consequences. The manuscript takes the hydrogen refueling station as a typical representative of the energy infrastructure. Once the hydrogen in hydrogen refueling stations (HRSs) leaks, it easily forms a combustible cloud and can explode by encountering a heat source. At such a time, effective emergency management can prevent and reduce the impact of accidents. In this paper, the “scene-task-ability” scenario construction method is first applied to HRS leakage and explosive accidents and used to illustrate the risk evolution process during the different stages of an accident. This method separates the emergency tasks of various emergency responders and evaluates their emergency response ability. The values of prevention, preparation, response and recovery are coupled using the time-ordered weighted averaging and time-ordered weighted geometric averaging hybrid operator, in order to derive a systematic and comprehensive evaluation of the safe emergency management of HRSs. Finally, based on the results of the emergency response ability evaluation, targeted and effective suggested measures are proposed to improve the emergency management level of emergency responders.

Information Systems Security Policy Framework for enhanced ICT Governance in Public Institutions of Tanzania

This study developed an Information Systems Security Policy Framework relevant in governing Information and Communication Technologies (ICT) in public institutions of Tanzania. It used higher learning institutions as the case for study, The framework is to guide professionals on how to secure ICT environment. Operationally, this study used a qualitative approach. It began with a review of the literature, followed by a focus group discussion to formulate new themes for the proposed Information System Security policy framework. The output of the study suggests a policy framework with the following themes: Data and information handling, Internet and network Services Governance, the use of company-owned devices, physical security, guidelines on how to acquire new hardware and software, incident handling and reporting, monitoring and compliance, and policy administration. This study recommends the use of a new comprehensive and harmonised Information Systems Security policy framework for all public higher education institutions, for a more secure environment. In addition, the study recommends additional studies including other types of organisations for comparison.

Cyber Incident Handling Framework for Schools in South Africa: Views of Experts

The goal of this study was to create a Cyber Incident Handling Framework (CIHF) for South African schools to improve their effectiveness in dealing with cyber incidents while also ensuring that each role player plays an important role in the intervention process aimed at reducing cyber incidents in schools. Experts' comments on the proposed cyber incident handling framework (CIHF) for schools in South Africa were gathered through an expert review survey. The use of expert reviewers was justified to tap into the reviewers' expertise and knowledge. The expert opinion was useful in determining the relevance of the suggested framework, reflecting on its quality, and determining how well it supports the solution of reporting cyber events in South African schools. The expert review process' significant contribution was the documentation of expert opinions on the planned CIHF for South African schools. The study detailed the Cyber Incident Handling Framework (CIHF), as well as the problems in applying the framework and how the challenges may be handled.