The Quick Fix SCENARIO: Joe, your network administrator, is overworked and underpaid. His bags are packed and ready for a family vacation to Disney World when he is tasked with deploying a critical patch. In order to make his flight, Joe quickly builds an installation file for the patch and deploys it before leaving for his trip. Next, Sue, the on-call service desk technician, begins receiving calls that nobody can log in. It turns out that no testing was done for the recently-installed critical patch. What is your response? Discussion questions What is Sues response in this scenario? o Does your on-call technician have the expertise to handle this incident? If not, are there defined escalation processes? Does your organization have a formal change control policy? o Are your employees trained on proper change control? o Does your organization have disciplinary procedures in place for when an employee fails to follow established policies? Does your organization have the ability to rollback patches in the event of unanticipated negative impacts?
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