How to assist non - technical end users communicate effectively and concisely during incident response?
As a member of the Information Security team at my workplace, triaging, researching, and escalating if necessary of SIEM / IDS alerts is one of my job duties. I work at central company headquarters but there are also employees at remote offices.
Today while researching a IDS alert, I had to reach out to a non - technical remote user at another office for additional information. The end user had trouble providing a lot of the information I was asking for - e.g: method of access, a clear description of what they see on their screen, their computer behavior at time of alert etc. I explained why I was asking for this information and restated the request in alternative ways, but it not help. The end user was just as confused. It was a frustrating experience, and in the end, I had to request assistance from another colleague.
Given the time sensitive nature of the task, and that a potential security incident was occurring, there was not enough time to teach the end - user , or guide them in detailed procedures. It was painful watching in the SOC of continued SIEM alerts for which response was hampered.
As I cannot physically interact with my colleague, what else could I have done to improve communication?
Alternatively, what can InfoSec, and more generally, IT employees do, to assist non - technical colleagues to communicate effectively in times of stress / emergency?
communication colleagues united-states security
asked 5 mins ago
AnthonyAnthony
5,6911657
add a comment |
As a member of the Information Security team at my workplace, triaging, researching, and escalating if necessary of SIEM / IDS alerts is one of my job duties. I work at central company headquarters but there are also employees at remote offices.
Today while researching a IDS alert, I had to reach out to a non - technical remote user at another office for additional information. The end user had trouble providing a lot of the information I was asking for - e.g: method of access, a clear description of what they see on their screen, their computer behavior at time of alert etc. I explained why I was asking for this information and restated the request in alternative ways, but it not help. The end user was just as confused. It was a frustrating experience, and in the end, I had to request assistance from another colleague.
Given the time sensitive nature of the task, and that a potential security incident was occurring, there was not enough time to teach the end - user , or guide them in detailed procedures. It was painful watching in the SOC of continued SIEM alerts for which response was hampered.
As I cannot physically interact with my colleague, what else could I have done to improve communication?
Alternatively, what can InfoSec, and more generally, IT employees do, to assist non - technical colleagues to communicate effectively in times of stress / emergency?
communication colleagues united-states security
asked 5 mins ago
AnthonyAnthony
5,6911657
add a comment |
As a member of the Information Security team at my workplace, triaging, researching, and escalating if necessary of SIEM / IDS alerts is one of my job duties. I work at central company headquarters but there are also employees at remote offices.
Today while researching a IDS alert, I had to reach out to a non - technical remote user at another office for additional information. The end user had trouble providing a lot of the information I was asking for - e.g: method of access, a clear description of what they see on their screen, their computer behavior at time of alert etc. I explained why I was asking for this information and restated the request in alternative ways, but it not help. The end user was just as confused. It was a frustrating experience, and in the end, I had to request assistance from another colleague.
Given the time sensitive nature of the task, and that a potential security incident was occurring, there was not enough time to teach the end - user , or guide them in detailed procedures. It was painful watching in the SOC of continued SIEM alerts for which response was hampered.
As I cannot physically interact with my colleague, what else could I have done to improve communication?
Alternatively, what can InfoSec, and more generally, IT employees do, to assist non - technical colleagues to communicate effectively in times of stress / emergency?
communication colleagues united-states security
asked 5 mins ago
AnthonyAnthony
5,6911657
As a member of the Information Security team at my workplace, triaging, researching, and escalating if necessary of SIEM / IDS alerts is one of my job duties. I work at central company headquarters but there are also employees at remote offices.
Today while researching a IDS alert, I had to reach out to a non - technical remote user at another office for additional information. The end user had trouble providing a lot of the information I was asking for - e.g: method of access, a clear description of what they see on their screen, their computer behavior at time of alert etc. I explained why I was asking for this information and restated the request in alternative ways, but it not help. The end user was just as confused. It was a frustrating experience, and in the end, I had to request assistance from another colleague.
Given the time sensitive nature of the task, and that a potential security incident was occurring, there was not enough time to teach the end - user , or guide them in detailed procedures. It was painful watching in the SOC of continued SIEM alerts for which response was hampered.
As I cannot physically interact with my colleague, what else could I have done to improve communication?
Alternatively, what can InfoSec, and more generally, IT employees do, to assist non - technical colleagues to communicate effectively in times of stress / emergency?
communication colleagues united-states security
communication colleagues united-states security
asked 5 mins ago
AnthonyAnthony
5,6911657
asked 5 mins ago
AnthonyAnthony
5,6911657
asked 5 mins ago
AnthonyAnthony
5,6911657
asked 5 mins ago
AnthonyAnthony
5,6911657
asked 5 mins ago
AnthonyAnthony
5,6911657
5,6911657
add a comment |
add a comment |
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