Like many organisations, HSD sought to raise awareness of cyber security issues amongst staff and implement improved processes for managing cyber security incidents. This initiative was part of a broader program of work being implemented to allow HSD to apply for ISO 27001 certification. A key part of the requirements for the solution was a self-service web portal which would allow staff to enter security incident reports, log requests for help and handle applications, complaints and enquiries processes.
The management of security incidents required that the office system supporting web portal deliver the required functions
- Automated routing and escalation of incidents.
- Management overview incident numbers and trends.
- Guided business processes for the resolution and recording of incidents.
Given the nature of security operations, the solution would need to be secure, whilst being accessible to staff and management from multiple offices and locations. In order to maximise staff engagement, the web portal would need to be intuitive and easy to use.