empowering your IT Call Center as Information Security Advocates

This practical covers how my Information Security (IS) organization empowered the Information Technology (IT) Call Center as security advocates. My case study covers the operational aspect of information security and on implementing security processes at it related to the ITCC business environment. Particularly, I address the strategic direction I took in transitioning front line support of information security to the IT Call Center (ITCC). This includes identifying the training and tools I provided to facilitate the successful transition and discussing the long-term strategy for ensuring continuous improvements both in our inter-relationship and the processes and training provided to the ITCC. I saw this as a unique opportunity to have a proactive relationship with a vital, but often un-respected component of any IT department, the ITCC. Key to its success was the development and implementation of processes vital for the ongoing successful maintenance of that partnership based on information security policies and technical solutions.