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SupportWorld Live - Schedule Viewer

Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.

Click on session titles for full session descriptions. All times noted are in PT.

Session 206: The Three Dimensions of Cyber-Security and Service Operations

David Moskowitz  (Executive Director – Content Architect, DVMS Institute)

Location: Grand Ballroom 109/110

Date: Wednesday, May 18

Time: 11:35 am - 12:35 pm

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track : Optimizing the Support Organization, Modernizing Service Management

Session Type: Session

Vault Recording: TBD

Audience Level: Advanced

Cybersecurity is an enterprise responsibility, not a technical one – it’s strategic, not tactical. Evolving digital capabilities combined with increasing complexity require the integration of cybersecurity into every aspect of the organization. Implementing a solution without appropriate protection is a wasted effort; a solution without proper protection has no or limited value. To do this requires the concurrent application of two perspectives: implementation of value and assessment of value protection. It also requires a holistic approach to service management and operation approach across these three dimensions:

  • 1st dimension: What a given team has done and is required to do.
  • 2nd dimension: How the activities of this team impact the work of other teams (and vice versa).
  • 3rd dimension: How these activities fit within the overall strategic and operational intent.

In this presentation, David Moskowitz will present models and examples of these three dimensions in action, illuminating the critical need to integrate cyber-security with service management, development, and operations.