Incident Management

Incident Tickets: How Do You Manage Them Like a Pro?

The new work environment has drastically shifted the dynamics of device usage, cybersecurity protocols, and network usage. Experts believe that remote and hybrid work models are here to stay. However, the changing work models bring several challenges for security leaders and their teams. Some IT incidents include using work devices offsite and unmanaged personal devices connecting to corporate networks. These issues can increase risks such as unauthorized access, malware attacks, and data leaks. So, how should security leaders manage such incident tickets? In this article at SITS Insight, Nisha Ravi explains how leaders must strategize their incident response for a hybrid future.

Challenges Faced by Security Teams While Managing Incident Tickets

Business leaders are facing numerous challenges while working toward protecting and complying with global and local privacy laws in the hybrid work environment. “As dispersed IT teams work in silos, they can lose track of incident tickets assigned to each other, resulting in a duplication of efforts,” says Ravi. Furthermore, bring your own devices (BYOD) policies are vulnerable and typically exposed to security risks. A lack of efficient workload distribution often leads to overburdening IT technicians, causing burnout.

How to Efficiently Manage High-Priority Incident Tickets

Normalize Identity-Based Access

Identity-based access, multi-factor authentication, and zero trust must not be scrapped as employees return to the office. Additional measures to check employee identity before allowing data access, including device verification, will ensure that your assets are protected without exceptions.

Implement Security Orchestration, Automation, and Response (SOAR)

SOAR allows you to automate cybersecurity management by putting it into a structured digital workflow. SOAR is an architecture and a digital solution that helps IT teams receive alerts, perform incident analysis, prioritize incident tickets, and deploy a standardized response.

Build an Omni-Channel Service Desk

An Omni-channel service desk helps IT teams resolve all the incidents reported across disparate channels. To capture reported incidents, leaders can integrate remote collaboration platforms like Microsoft and Slack with their service desk solutions.

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