C.3.1.2 - Help desk services
Help Desk Services involves the management of a service center to respond to government employees' technical and administrative questions.
Subject to exception conditions described below, the recommended provisional security categorization for the help desk service information type is as follows:
The confidentiality impact level is the effect of unauthorized disclosure of help desk service
The integrity impact level is based on the specific mission and the data supporting that mission, not on the time required to detect the modification or destruction of information. In addition, the consequences of unauthorized modification to or destruction of help desk service information usually depends on the urgency with which the information is needed or the immediacy with which the information is used. In most cases, it is unlikely that the information will be timecritical or acted upon immediately. Special Factors Affecting Integrity Impact Determination: In relatively few cases would the consequences of unauthorized modification of help desk information that is acted upon immediately result in more than limited damage to agency operations or assets. Exceptions may include bogus information regarding operation of communications processors, data base systems, or other systems necessary to emergency response aspects of disaster management, criminal apprehension, air traffic control or other time-critical missions. In such cases, a moderate or high integrity impact level might be considered for unauthorized modification or destruction of help desk service information. Recommended Integrity Impact Level: The provisional integrity impact level recommended for help desk service information is low.
The availability impact level is based on the specific mission and the data supporting that mission, not on the time required to re-establish access to help desk service information. Typically, disruption of access to help desk service information will have a limited adverse effect on agency operations (including mission functions and public confidence in the agency), agency assets, or individuals. Special Factors Affecting Availability Impact Determination: Exceptions may include emergency response components of disaster management or other time-critical functions (e.g., some systems that support air traffic control functions). Consequently, the availability impact level associated with unauthorized modification or destruction of help desk service information needed to respond to emergencies can be high. Recommended Availability Impact Level: The provisional availability impact level recommended for help desk service information is low.