Segregation of Duties for Enhanced Security

To maintain security integrity, there must be a clear segregation of roles between the teams defining and managing security processes and those executing them. This segregation helps protect against security breaches by ensuring that no single individual has control over multiple phases of a transaction or operation. Information Security Management should assign responsibilities in a way that cross-checks duties, reducing the risk of errors or malicious activities.

Policing and Reporting Security Incidents

Service Operation staff are often the first to detect security events and are best positioned to respond quickly. Their responsibilities include:

• Policing Activities: Checking system journals, logs, event monitoring alerts, and intrusion detection systems to identify and report actual or potential security breaches.
• Reporting: Collaborating with Information Security Management to provide a balanced system for effective detection and management of security issues.

When dealing with third-party organisations that require physical access to the premises, Service Operation staff may need to escort visitors into sensitive areas or control their access. They also play a crucial role in controlling network access for third parties, such as hardware maintainers who dial in for diagnostic purposes.

Providing Technical Assistance

Service Operation teams may need to provide technical support to IT Security staff during security incident investigations. This support can include:

• Assistance in Investigations: Helping gather forensic evidence for disciplinary actions or criminal prosecutions.
• Technical Advice: Offering guidance on potential security improvements, such as setting up firewalls or managing access controls.

Information from event logs, incident reports, and configuration management systems can be invaluable in providing accurate timelines and data during security investigations.

Operational Security Control

Given their role, technical staff often need privileged access to critical areas, such as system passwords, data centres, or communications rooms. To maintain security:

• Audit Trails: It’s essential to keep detailed records of all privileged activities to deter and detect security breaches.
• Physical Controls: Secure areas should have strict logging procedures for staff access. Third-party access must be carefully managed and documented.
• Restricted Access: Only verified personnel should have system access, and this access must be revoked immediately when it is no longer needed. An audit trail should document who accessed the system and what activities were performed.
• Vetting and Screening: All Service Operation staff, as well as suppliers and third-party contractors, should undergo security screening appropriate to the organisation’s needs. Background checks, non-disclosure agreements, and confidentiality clauses should be standard practice, especially when working with classified systems.

Training and Awareness

Regular training and awareness programmes are essential to ensure that all Service Operation staff are familiar with the organisation’s security policies and procedures. This training should be ongoing and include information on disciplinary measures for non-compliance. Security requirements should also be clearly stated in each employee’s contract of employment.

Documented Policies and Procedures

Documented procedures for Service Operation teams must include all relevant security information extracted from the organisation’s overall security policy. Consideration should be given to creating handbooks or guides to effectively communicate these security protocols to all staff members.

Protect Your Organisation with Pink Elephant

At Pink Elephant, we understand the importance of robust Information Security Management. Our expertise can help your organisation implement effective security measures, ensuring that your assets, data, and IT services remain secure and compliant. Contact us today to learn more about our comprehensive security solutions.