1 1 00:00:00,570 --> 00:00:02,400 Response coordination. 2 2 00:00:02,400 --> 00:00:05,040 Now, in preparation, one of the other things we have 3 3 00:00:05,040 --> 00:00:08,550 to think about is how we're going to coordinate our response 4 4 00:00:08,550 --> 00:00:10,950 because an incident response is going to require coordination 5 5 00:00:10,950 --> 00:00:12,570 between different internal departments 6 6 00:00:12,570 --> 00:00:14,400 and external agencies. 7 7 00:00:14,400 --> 00:00:16,410 Let me give you a quick example of this. 8 8 00:00:16,410 --> 00:00:19,380 Twitter had a massive breach to their security. 9 9 00:00:19,380 --> 00:00:21,060 Now, due to the massive breach, 10 10 00:00:21,060 --> 00:00:24,480 lots of high profile accounts started tweeting out messages 11 11 00:00:24,480 --> 00:00:25,860 asking for Bitcoin. 12 12 00:00:25,860 --> 00:00:28,080 We started seeing this from companies like Apple 13 13 00:00:28,080 --> 00:00:29,580 and we saw it from Jeff Bezos 14 14 00:00:29,580 --> 00:00:31,440 which is one of the richest people in the world. 15 15 00:00:31,440 --> 00:00:32,940 We saw it from Barack Obama 16 16 00:00:32,940 --> 00:00:34,920 the former president of the United States. 17 17 00:00:34,920 --> 00:00:38,220 We also saw it from Kanye West, one of the big music stars. 18 18 00:00:38,220 --> 00:00:40,950 And we saw from Joe Biden, who was a presidential candidate 19 19 00:00:40,950 --> 00:00:42,480 at the time, as well as Warren Buffet 20 20 00:00:42,480 --> 00:00:46,350 another large investor in the world, and even Elon Musk. 21 21 00:00:46,350 --> 00:00:48,330 And all of these were high-profile accounts 22 22 00:00:48,330 --> 00:00:50,490 that were hacked as part of this breach. 23 23 00:00:50,490 --> 00:00:51,450 Now, when this happened, 24 24 00:00:51,450 --> 00:00:53,970 Twitter immediately locked down those accounts 25 25 00:00:53,970 --> 00:00:56,100 so that the attackers couldn't use them anymore 26 26 00:00:56,100 --> 00:00:57,960 and then they started working 27 27 00:00:57,960 --> 00:01:00,570 with external agencies such as the FBI 28 28 00:01:00,570 --> 00:01:03,240 to come help them figure out what was going on. 29 29 00:01:03,240 --> 00:01:05,490 And within two weeks, they had the suspect 30 30 00:01:05,490 --> 00:01:08,460 in custody at the FBI and started to figure out 31 31 00:01:08,460 --> 00:01:11,370 exactly what happened as part of this incident response. 32 32 00:01:11,370 --> 00:01:13,560 Now, in this case, this was a big event 33 33 00:01:13,560 --> 00:01:16,320 and it became very newsworthy, but this kind of thing 34 34 00:01:16,320 --> 00:01:18,570 does happen a lot in the industry 35 35 00:01:18,570 --> 00:01:20,190 where you're going to be working with both internal 36 36 00:01:20,190 --> 00:01:23,160 and external players to work on your incident response. 37 37 00:01:23,160 --> 00:01:26,070 And when you do that, you have to coordinate that. 38 38 00:01:26,070 --> 00:01:28,350 Now, one of the questions you have to ask yourself is 39 39 00:01:28,350 --> 00:01:30,570 who are the affected stakeholders? 40 40 00:01:30,570 --> 00:01:31,830 In the case of Twitter 41 41 00:01:31,830 --> 00:01:34,890 the FBI got involved because this was a major attack 42 42 00:01:34,890 --> 00:01:37,440 against all these high profile accounts. 43 43 00:01:37,440 --> 00:01:39,060 Two of those accounts I just showed you 44 44 00:01:39,060 --> 00:01:40,590 were President Barack Obama 45 45 00:01:40,590 --> 00:01:43,080 and presidential candidate Joe Biden. 46 46 00:01:43,080 --> 00:01:44,340 And that's a real good reason 47 47 00:01:44,340 --> 00:01:46,590 for the FBI to get involved pretty quickly here. 48 48 00:01:46,590 --> 00:01:47,700 But when you have an incident, 49 49 00:01:47,700 --> 00:01:48,630 you need to start thinking about 50 50 00:01:48,630 --> 00:01:50,490 who are the affected stakeholders. 51 51 00:01:50,490 --> 00:01:52,500 There are lots of them out there inside 52 52 00:01:52,500 --> 00:01:53,910 and outside your organization. 53 53 00:01:53,910 --> 00:01:54,743 For instance, 54 54 00:01:54,743 --> 00:01:57,000 you might have senior leadership that gets involved. 55 55 00:01:57,000 --> 00:01:58,920 You might have regulatory bodies, 56 56 00:01:58,920 --> 00:02:01,050 you might have your internal legal counsel 57 57 00:02:01,050 --> 00:02:02,910 or external law enforcement. 58 58 00:02:02,910 --> 00:02:04,740 It might be your internal human resources 59 59 00:02:04,740 --> 00:02:06,510 or your internal public relations 60 60 00:02:06,510 --> 00:02:08,280 and externally with the media. 61 61 00:02:08,280 --> 00:02:10,440 All of these are people who are valid stakeholders 62 62 00:02:10,440 --> 00:02:12,390 when you have an incident and you have to consider 63 63 00:02:12,390 --> 00:02:14,220 how does this incident affect them 64 64 00:02:14,220 --> 00:02:16,500 and how are you going to coordinate your response. 65 65 00:02:16,500 --> 00:02:18,120 Let's go ahead and look at each of these. 66 66 00:02:18,120 --> 00:02:20,250 First we have senior leadership. 67 67 00:02:20,250 --> 00:02:22,950 When we talk about senior leadership, this is the executives 68 68 00:02:22,950 --> 00:02:25,530 and managers who are responsible for business operations 69 69 00:02:25,530 --> 00:02:28,500 and various functional areas within your company. 70 70 00:02:28,500 --> 00:02:30,570 Now, the reason this is important is because a lot 71 71 00:02:30,570 --> 00:02:33,270 of our incident responders tend to be technical people 72 72 00:02:33,270 --> 00:02:35,970 and so we might, as technical people say, the quickest way 73 73 00:02:35,970 --> 00:02:38,490 to solve this incident is to shut down that server. 74 74 00:02:38,490 --> 00:02:40,860 But if we're not understanding the business impact 75 75 00:02:40,860 --> 00:02:42,810 of those actions, that could have second 76 76 00:02:42,810 --> 00:02:44,610 and third order effects, they'll be very bad 77 77 00:02:44,610 --> 00:02:45,810 for our organization. 78 78 00:02:45,810 --> 00:02:48,390 So we're going to have to get senior leadership involved 79 79 00:02:48,390 --> 00:02:51,750 to understand if I do this, it's going to have this and that 80 80 00:02:51,750 --> 00:02:54,420 and the other effect, and we have to mitigate those. 81 81 00:02:54,420 --> 00:02:56,790 For example, if your credit card processing system 82 82 00:02:56,790 --> 00:02:59,490 has been compromised, if you immediately shut it down, 83 83 00:02:59,490 --> 00:03:00,840 you are cutting off your ability 84 84 00:03:00,840 --> 00:03:02,760 to process new transactions. 85 85 00:03:02,760 --> 00:03:05,160 Now, that might be the right answer technically 86 86 00:03:05,160 --> 00:03:06,840 but from a business standpoint 87 87 00:03:06,840 --> 00:03:08,640 that could actually hurt you even worse. 88 88 00:03:08,640 --> 00:03:10,740 And so you have to start weighing these factors 89 89 00:03:10,740 --> 00:03:12,900 and working across the organization 90 90 00:03:12,900 --> 00:03:14,340 to make sure you have another way 91 91 00:03:14,340 --> 00:03:16,230 to accept payments before shutting down 92 92 00:03:16,230 --> 00:03:17,580 that credit card system. 93 93 00:03:17,580 --> 00:03:18,990 Or maybe you're going to make the decision 94 94 00:03:18,990 --> 00:03:20,790 that it's okay to shut down the system 95 95 00:03:20,790 --> 00:03:23,070 but you understand you're going to be giving up the ability 96 96 00:03:23,070 --> 00:03:24,840 to process credit cards right now. 97 97 00:03:24,840 --> 00:03:27,990 That is a business decision, not a technical decision. 98 98 00:03:27,990 --> 00:03:29,100 And so it is one that you have to have 99 99 00:03:29,100 --> 00:03:30,780 senior leaderships buy-in on. 100 100 00:03:30,780 --> 00:03:32,130 The next key stakeholder we have 101 101 00:03:32,130 --> 00:03:34,260 to consider is regulatory bodies. 102 102 00:03:34,260 --> 00:03:36,570 These are governmental organizations that oversee 103 103 00:03:36,570 --> 00:03:39,510 the compliance with specific regulations and laws. 104 104 00:03:39,510 --> 00:03:41,700 For example, if we're talking about HIPAA 105 105 00:03:41,700 --> 00:03:43,140 which has to do with healthcare, 106 106 00:03:43,140 --> 00:03:44,640 you're going to have to be overseen 107 107 00:03:44,640 --> 00:03:46,500 by health and human services 108 108 00:03:46,500 --> 00:03:49,050 because they're the ones who run the HIPAA program. 109 109 00:03:49,050 --> 00:03:50,040 If you're dealing with something like 110 110 00:03:50,040 --> 00:03:53,280 the California Consumer Privacy Act or CCPA, 111 111 00:03:53,280 --> 00:03:55,680 you're going to be dealing with the state of California. 112 112 00:03:55,680 --> 00:03:57,720 If you're dealing with something like credit card data 113 113 00:03:57,720 --> 00:04:00,180 you're going to be dealing with PCIDSS 114 114 00:04:00,180 --> 00:04:02,700 and those people who run that program. 115 115 00:04:02,700 --> 00:04:04,950 Again, these are the different regulatory bodies 116 116 00:04:04,950 --> 00:04:06,180 you're going to have to consider. 117 117 00:04:06,180 --> 00:04:09,090 Now, a quick note, when you're dealing with PCIDSS 118 118 00:04:09,090 --> 00:04:11,490 they're not technically a regulatory body 119 119 00:04:11,490 --> 00:04:13,020 from a legal standpoint 120 120 00:04:13,020 --> 00:04:15,840 but they do oversee all of the payment card systems. 121 121 00:04:15,840 --> 00:04:18,390 Now, generally, when we talk about the term regulatory 122 122 00:04:18,390 --> 00:04:19,830 we are talking about legal. 123 123 00:04:19,830 --> 00:04:22,590 And with PCIDSS, it is not a legal requirement. 124 124 00:04:22,590 --> 00:04:24,240 It is a contractual requirement 125 125 00:04:24,240 --> 00:04:26,970 between you and your payment processor. 126 126 00:04:26,970 --> 00:04:29,370 The next stakeholder we have to consider is legal. 127 127 00:04:29,370 --> 00:04:32,430 Now, legal is the business or organization's legal counsel 128 128 00:04:32,430 --> 00:04:33,600 and they're going to be responsible 129 129 00:04:33,600 --> 00:04:36,330 for mitigating risk from civil lawsuits. 130 130 00:04:36,330 --> 00:04:38,460 For example, as you're planning out your response 131 131 00:04:38,460 --> 00:04:40,950 of what you're going to do to stop the breach of data 132 132 00:04:40,950 --> 00:04:42,480 you want to make sure legal is in the room 133 133 00:04:42,480 --> 00:04:44,910 because your actions could come up later on 134 134 00:04:44,910 --> 00:04:47,400 if your company is sued for its response. 135 135 00:04:47,400 --> 00:04:48,900 And so you want to make sure they're in the room 136 136 00:04:48,900 --> 00:04:50,430 and they understand what you're doing 137 137 00:04:50,430 --> 00:04:52,380 and they have input into it. 138 138 00:04:52,380 --> 00:04:55,110 On the other side of the coin, we have law enforcement 139 139 00:04:55,110 --> 00:04:57,750 and law enforcement is an external stakeholder. 140 140 00:04:57,750 --> 00:04:58,920 They may provide services 141 141 00:04:58,920 --> 00:05:01,800 to assist in your incident handling efforts or to prepare 142 142 00:05:01,800 --> 00:05:04,590 for legal action against the attacker in the future. 143 143 00:05:04,590 --> 00:05:06,450 Just like I was talking about earlier with Twitter, 144 144 00:05:06,450 --> 00:05:07,590 they brought the FBI in 145 145 00:05:07,590 --> 00:05:09,630 because they wanted to pursue legal action 146 146 00:05:09,630 --> 00:05:12,180 against that attacker, and the FBI was able 147 147 00:05:12,180 --> 00:05:14,280 to bring in additional services to help them 148 148 00:05:14,280 --> 00:05:15,113 in that incident response 149 149 00:05:15,113 --> 00:05:17,580 to be able to deal with it much quicker. 150 150 00:05:17,580 --> 00:05:19,830 Now, one quick thing to note, your decision 151 151 00:05:19,830 --> 00:05:21,120 to involve law enforcement 152 152 00:05:21,120 --> 00:05:23,430 has to be made by senior executives 153 153 00:05:23,430 --> 00:05:26,280 with guidance from your internal legal counsel. 154 154 00:05:26,280 --> 00:05:27,630 You as an incident responder, 155 155 00:05:27,630 --> 00:05:29,100 should not immediately pick up the phone 156 156 00:05:29,100 --> 00:05:31,470 and call the FBI or the local police. 157 157 00:05:31,470 --> 00:05:33,930 This is something your business has to decide. 158 158 00:05:33,930 --> 00:05:36,330 Now, there are cases where it is legally required 159 159 00:05:36,330 --> 00:05:37,650 to bring in law enforcement, 160 160 00:05:37,650 --> 00:05:39,570 but in a lot of cases it is more 161 161 00:05:39,570 --> 00:05:42,150 of a civil issue, and you have the determination 162 162 00:05:42,150 --> 00:05:44,580 and the right to decide if you want to press charges 163 163 00:05:44,580 --> 00:05:46,140 and bring in law enforcement. 164 164 00:05:46,140 --> 00:05:47,910 So keep that in mind and remember, 165 165 00:05:47,910 --> 00:05:50,640 your senior executives get to make that decision. 166 166 00:05:50,640 --> 00:05:52,740 Our next stakeholder is human resources 167 167 00:05:52,740 --> 00:05:54,690 and this is an internal stakeholder. 168 168 00:05:54,690 --> 00:05:56,670 They're going to be used to ensure there's no breaches 169 169 00:05:56,670 --> 00:05:59,040 of employment law or employee contracts 170 170 00:05:59,040 --> 00:06:00,840 during the incident response. 171 171 00:06:00,840 --> 00:06:01,673 For example, 172 172 00:06:01,673 --> 00:06:03,930 if you are suspecting that there's an internal threat 173 173 00:06:03,930 --> 00:06:05,790 and you want to start questioning employees 174 174 00:06:05,790 --> 00:06:07,800 or you want to start going through employee files, 175 175 00:06:07,800 --> 00:06:09,870 you're going to have to consult human resources 176 176 00:06:09,870 --> 00:06:11,640 because you could be breaching employment law 177 177 00:06:11,640 --> 00:06:12,780 or employee contracts. 178 178 00:06:12,780 --> 00:06:15,330 So make sure you involve human resources. 179 179 00:06:15,330 --> 00:06:17,010 And our final stakeholder we want to consult 180 180 00:06:17,010 --> 00:06:19,290 is public relations or PR. 181 181 00:06:19,290 --> 00:06:21,930 Public relations is used to manage the negative publicity 182 182 00:06:21,930 --> 00:06:23,460 from a serious incident. 183 183 00:06:23,460 --> 00:06:25,710 Now, this is important because you want to make sure 184 184 00:06:25,710 --> 00:06:28,410 as the technical lead, as an incident responder 185 185 00:06:28,410 --> 00:06:31,110 you're not the one answering questions to the media. 186 186 00:06:31,110 --> 00:06:32,310 You don't want to be the one up there 187 187 00:06:32,310 --> 00:06:33,720 behind all those microphones 188 188 00:06:33,720 --> 00:06:36,330 with a sea of reporters asking you questions. 189 189 00:06:36,330 --> 00:06:38,010 You have people in your organization 190 190 00:06:38,010 --> 00:06:39,690 whose job it is to handle that 191 191 00:06:39,690 --> 00:06:42,240 and they're going to come up with a clear, concise message 192 192 00:06:42,240 --> 00:06:44,070 that can be said over and over again 193 193 00:06:44,070 --> 00:06:46,230 to all the inquiries reporters have. 194 194 00:06:46,230 --> 00:06:47,820 This way, you're on-brand 195 195 00:06:47,820 --> 00:06:50,400 and on-message across your organization. 196 196 00:06:50,400 --> 00:06:52,680 Remember, public relations needs to be involved 197 197 00:06:52,680 --> 00:06:55,620 especially with larger breaches that may get the interest 198 198 00:06:55,620 --> 00:06:57,570 of media and the press. 199 199 00:06:57,570 --> 00:07:00,330 Now, as part of the CSIRT team, it's going to be your role 200 200 00:07:00,330 --> 00:07:03,360 to help provide information to these stakeholders. 201 201 00:07:03,360 --> 00:07:05,040 As part of the CSIRT, you're going to be asked 202 202 00:07:05,040 --> 00:07:07,620 for information regarding the estimated downtime, 203 203 00:07:07,620 --> 00:07:09,720 the scope of the systems and data affected 204 204 00:07:09,720 --> 00:07:11,430 and other relevant details. 205 205 00:07:11,430 --> 00:07:12,690 And by having that information 206 206 00:07:12,690 --> 00:07:15,060 and providing that up to the appropriate senior leadership, 207 207 00:07:15,060 --> 00:07:18,690 human resources, legal, public relations, and others 208 208 00:07:18,690 --> 00:07:19,523 it's going to make sure 209 209 00:07:19,523 --> 00:07:21,420 that we all are providing a consistent message 210 210 00:07:21,420 --> 00:07:23,920 and that we are coordinating our response efforts.