OTRS : 3 Tips for Safety Through Digital Workflows

2. Optimize communication

Most business problems are communication problems, and there's no room for that type of trouble when security incidents happen. In a crisis, you need quick answers, but sometimes you don't know who to ask and precious minutes are lost while you locate the correct person who can help you. That can be frustrating.
It is here that the structuring digital communication, through a ticket system, helps. Questions are sent directly to the responsible specialist and the right contacts communicate quickly. Automatic notifications and reminders ensure quick responses. And, the right people have continuous visibility into the status of the incident.

3. Plan Ahead for Your Audit

Cyber security threats can be found anywhere. But what should be done if an attack actually happens? Will your company immediately have the right strategy to respond? Part of that answer will come from using an analysis software to identify the hazard and then focusing on your workflows and communication.
But, your planning shouldn't end there. Security audits are essential for reviewing steps taken and learning what to do differently or better the next time so that service can be even quicker (and, ideally, to avoid a similar situation all together).
More than that, however, audits may be necessary to ensure that your team acted in compliance with various regulations. So, it's crucial that you capture and record the details of all incidents. Whether this is done in an incident ticket system, by hand or any other method, make a decision today about how you'll record, track and store this information so that it's readily available down the road.

While incidents cannot be completely avoided, quick answers give employees and customers a sense of security and protection. So, today, while it's quiet and there aren't any pending threats (I hope!), spend some time reviewing your processes, communication strategy and audit prep so that your team is ready to respond when attacks do materialize.