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IT Governance and service desk effectiveness

A management site for IT

IT GovernanceThe right tool - IT Infrastructure Architecture for CIOs who want to create a world class IT function

The business operations environment has changed and IT Governance model needs to adapt to the remote work force.

An effective, efficient service desk is a critical component of any successful organization. By choosing a flexible, integrated solution that delivers secure, comprehensive incident management and request fulfillment, you can improve user productivity and satisfaction while reducing costs, ensuring compliance with SLAs, maximizing value and positioning IT as a strategic business partner within the larger organization.

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- IT Governance and service desk effectiveness

WFH & Telecommuting environment prefered by many

WFH PolicyWFH & Telecommuting employees do not want to go back to the office

A survey of 3,500 US workers who have worked from home (WGH) found that 68% would choose remote working over working from an office.  This is a common refrain by white-collar workers who have enjoyed the freedom and flexibility of WFH during the pandemic.

Many employees are hesitant to return to the office. 61% of those surveyed said they would be willing to take a pay cut in exchange for being able to WFH permanently. Some even suggested they'd sacrifice up to 50% of their current wage to do so.

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- WFH & Telecommuting environment prefered by many

Employment picture continues to improve

State Unemployment continues to improve

The National unemployment data provides a measure of the health of the over-all labor market.   A more granular metric is one that considers local condition - i.e. state and local unemployment.  

High unemployment states - June 2021

Full Employment States - June 2021

- Employment picture continues to improve

CIO and CSO Post Pandemic Security Concerns

CIO and CSO Security Concerns With Increase with WFH and in the number of Cyberattacks

The top security management issues and metrics that we have found which address the security concern are:

  • The dollar amount and percentage of the operational budget allocated to incident detection. Fully 30% of all organization do not have any budget at all allocated to this.
  • Quality and availability of cyber-intelligence to use to monitor intrusions and minimize the number of false positives. We have found that on average organizations spend over $1,000,000 per year addressing false positives.
  • Work From Home security risks and exposure of sensitive data with proper control and monitoring
  • Availability and quality of a dedicated response team that can immediately address the incident and take remedial steps to stopping the further damage.
  • Availability and quality of additional staffing resources, both internal and external, to be able to "surge" to an incident as it is occurring. All of the budget in the world will not help if the CIO or CSO cannot get the right resources are not identified before the event occurs.
  • Ability to have visibility to incidents as they are occurring. The worst case scenario is one in which an incident occurs and is not discovered for some time magnifying the extent of the damage.
  • Lack of ability and resources to segregate suspicious traffic from normal activity. When this happens a company only know that an incident has occurred after it is made public by someone other than the IT or security team.

CIO and CSO Security Post Pandemic Security Issues

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- CIO and CSO Post Pandemic Security Concerns

Data Security - Top 10 Best Practices

Security Best Practices

Security Best PracticesThere are best practices that CIOs need to implement in order to protect a businesses' data:

  1. Understand who is accessing data via frequent auditing and real-time monitoring of data access
  2. Keep current records on data access permissions
  3. Classify data by sensitivity 
  4. Minimize and remove global access rights
  5. Identify data owners and users 
  6. Include data access reviews when individuals are transferred, promoted, or terminated 
  7. Align groups to data ownership and management
  8. Audit permissions and group changes 
  9. Lock down, delete or archive stale, unused data 
  10. Clean up security groupings

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- Data Security - Top 10 Best Practices

Social Neworking Policy is missing in many companies

Electronic forms make implementing a Social Networking Policy easier

In Januay 2018 Facebook had over 2.2 billion active users, 90% of which are outside of the United States.  The scope of the user base with the large numbers outside of the US create significant exposure to enterprises and companies of all sizes and types.

A social netwoking policy along with rules for how employees an associates of firms interact with the Internet is now a core requirement.

There are several such templates for a Social Networking Policies.  One of the best, as reported by the American Productivity Society is the one published by Janco Associates.

Read on...

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- Social Neworking Policy is missing in many companies

Omni Commerce new e-commerce paradigm

Omni CommerceEnterprises are now moving towards the new e-commerce paradigm

SmartPhones and tablets are changing the way the way people and business browse the Internet, shop, provide service and communicate with suppliers, customers and associates.

CIOs need to have the right foundation. Leadership begins with having a strategy in place that works and then having the right people in place to create and implement the,.

Order Omni Commerce Planning Toolkit

Download Selected Pages Omni Commerce Strategy

- Omni Commerce new e-commerce paradigm

OSHA mandates for Pandemic

Pandemic Best Practices for IT Infrastructure meet OSHA mandates

Pandemic Infrastructure Bundle - OSHA MandateThe Pandemic Planning Checklist meets OSHA's pandemic mandates. OSHA has released Guidance on Preparing Workplaces for COVID-19, which provides specific action steps employers should take to address the global pandemic. With the virus spreading and disrupting operations throughout the United States, organizations must promptly assess their employeesÂ’ exposure risks, adapt their business operations to incorporate social distancing practices, and take steps to protect at-risk employees with appropriate personal protective equipment (PPE).

The Pandemic Infrstructcure Bundle explaisn best practices for developing and implementing effective business continuity and pandemic response plans, identifying and providing appropriate PPE to prevent the spread of COVID-19.

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- OSHA mandates for Pandemic

Video Conferencing US Govermement Mandates - FEDRAMP

FedRAMP Program Management Office (PMO) mission is to promote the adoption of secure cloud services across the Federal Agencies

IT Infrastrutrue Policies - FEDRAMP compliantIn doing business with the US Federal goverment suppliers of cloud based servvice need to comply with FEDRAMP. The FedRAMP Program Management Office (PMO) mission is to promote the adoption of secure cloud services across the Federal Government by providing a standardized approach to security and risk assessment.

In support of this the  US National Security Agency (NSA) published a questions to ask before using one of today's popular video conferencing, text chatting, and collaboration tools.  The 8 point list includes:

  1. Does the service implement end-to-end (E2E) encryption?
  2. Does the E2E encryption use strong, well-known, testable encryption standards?
  3. Is multi-factor authentication (MFA) available?
  4. Can users see and control who connects to collaboration sessions?
  5. Does the tool's vendor share data with third parties or affiliates?
  6. Do users have the ability to securely delete data from the service and its repositories as needed (both on client and server side)?
  7. Is the tool's source code public (e.g. open source)?
  8. Is the service FedRAMP approved for official US government use?

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- Video Conferencing US Govermement Mandates - FEDRAMP

Unseasoned remote workers put companies at risk

IT Mobility Policy Bundle can help  companies stay safe as more employees work from home

Remote Workers PoliciesAllowing remote employees to connect to and access critical infrastructure without having proper authorization, authentication and accountability in place significantly increases the risk of cybercriminals misusing that access. The current cybersecurity skills shortage coupled with small cybersecurity budgets and the security challenges brought forward by remote employees can spell disaster for SMBs.

It is one thing to say that workers will work remotely and access sensitive and confidential information via the internet.  It is quite another to be able to assure executive management that critically sensitive information is protected and compliance mandates are met.

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- Unseasoned remote workers put companies at risk