How to identify and mitigate risks in your IT service desk
March 22 · 15 min read
We have all experienced moments of embarrassment at the system admin's desk, whether for a lost device, forgotten password, phishing click, or accidental malware download. In these moments, we inadvertently pose a risk to our organization, and a reliable IT service desk is a must-have to tackle difficult situations: one that can mitigate risks before they evolve into a problem and result in financial and operational damages.
Your IT service desk addresses your concerns and enhances the customer experience. Yet, it is not immune to vulnerabilities. These vulnerabilities span a spectrum from technical challenges and cybersecurity risks to process hitches and human errors, collectively categorized into three main groups: people, process, and technological risks.
For instance, when employees overlook software updates, it heightens the risk of backend problems and operational disruptions, like compatibility issues, performance degradation, and data integrity concerns. This in turn can result in decreased productivity and efficiency, representing a major risk.
This article helps identify and mitigate these risks, guiding readers to develop precise plans for effective detection and resolution.
The image below simplifies strategies for minimizing people, process, and technology risks in the IT service desk environment.
People risks:
Organizations often face challenges in IT service desk operations due to user oversight. Inadequate training or user resistance to new technology can affect productivity. Additionally, factors like a high workload, low recognition, and poor communication contribute to a decline in overall efficiency.
Below is a breakdown of scenarios, their potential impacts, and corresponding mitigation strategies.
Scenario |
Impact |
Mitigation strategy |
| Team members might forget to include prime details when reporting IT issues, such as the specific error message they encountered or the steps they took before the problem occurred. | Poor communication leads to misunderstandings and delays |
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| Sometimes, service desk agents lack adequate training to use new software effectively. | Hard to navigate complex technical issues |
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| A system outage persists for a long period, leading to intense work hours for the system admins. The rush to get things back up and running can be quite stressful. | Increased errors and staff turnover |
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Scenario: Delayed incident response
Let's take a scenario where an employee's work laptop is stolen during a business trip. The laptop probably has months or years of data. The employee needs to be proactive and report the incident to the company and to the concerned authorities to avert potential threats for themselves and the company.
A delay in reporting a stolen work laptop reflects negligence, emphasizing the vulnerability introduced by individuals within the system. Building a strong defense against the risks rooted in the actions, decisions, and awareness levels of individuals is the first step to eliminate risks.
Impact:
Security compromise and financial strain
When an employee fails to report a stolen laptop on time, the IT support team remains unaware of the incident. This delay makes it harder for the company to respond quickly and work on damage control. The risk implications extend to security, financial, and operational dimensions.
The stolen laptop may contain confidential information related to customers or the company, increasing the risk of unauthorized access, data breaches, and other cyberthreats. If the stolen laptop contains saved passwords or access credentials, these can be used to gain unauthorized entry to corporate systems, compromising the integrity of sensitive information and placing overall cybersecurity at stake.
Recurring events like these can affect the IT budget, causing financial hardship to the company. For example, the loss of a laptop used by a marketer not only incurs the cost of the gadget but also leads to financial setbacks in carrying out planned activities.
Workflow disruption and collaboration complications
Consider a scenario where a marketer attending a conference loses their laptop on the event day. Practical problems may arise, such as difficulty in finding a replacement for the lost laptop in time, and also this disruption jeopardizes their schedule, hampers productivity, and directly impacts the conference's outcome, potentially leading to missed opportunities.
If the employee also faced difficulty recalling the specific data that may have been lost, it can potentially cause information shortages that could impact ongoing projects and collaborations. This is particularly concerning when there is no proper backup in place, as data could be permanently lost, resulting in operational setbacks. The lack of a reliable backup system further compounds this issue, affecting project timelines, compromising project deliverables, and straining collaborations that depend on the lost information.
Mitigation strategy:
User-friendly reporting channels and continuous training
Create clear and user-friendly reporting channels. A simple reporting process encourages immediate, transparent communication, eliminating incident reporting delays. Conduct periodic training sessions on reporting issues. Build a proactive reporting culture to recognize and report incidents swiftly to minimize the risk of data breaches and security threats.
Gather insights regularly from IT service desk staff and customers through surveys and feedback. Evaluate training programs aligned with business goals to empower staff and address knowledge gaps. Prioritize employee well-being initiatives to reduce stress and burnout.
Enhanced security measures
Incorporate biometric authentication (e.g., fingerprint or facial recognition) and implement automatic device lockout as an added layer of security. This restricts laptop access to authorized individuals, eliminating vulnerabilities linked to password-related issues, such as the risk of passwords being forgotten, shared, or compromised.
Instill the practice of providing temporary laptops to employees frequently travelling to conferences. These laptops are configured to store only essential data relevant to their specific purpose, thereby mitigating the risks associated with full-scale data loss, and the organization retains greater control over sensitive information during specific events.
Data policies and location tracking
Enforce data policies and mandate the storage of sensitive information in secure cloud platforms. This also ensures that vital information is not completely dependent on a device's physical security.
Enable location tracking features based on user permissions so the organization can establish a controlled system for monitoring the location of laptops. This approach also empowers employees and system admins to contribute to recovery efforts collaboratively.
Process risks:
Process risk refers to the chance of things going wrong or facing disruptions while carrying out a specific task or project. It involves the possibility for unfavorable outcomes during the execution or completion of a process.
The table below expands on the potential scenarios, their impacts, and the strategies for mitigation of IT process risks.
Risk scenario |
Impact |
Mitigation strategy |
| New hires struggle to find proper procedures for incident resolutions. |
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| When users encounter critical issues during or after software updates, the IT service desk faces delays in resolving them. This challenge arises because of the insufficiency in recording errors and a lack of effective prioritization. |
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| Service desk staff resist adopting new tools and processes. |
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Facilitate regular cross-team knowledge-sharing sessions to encourage the adoption of best practices. |
| A dilemma in roles and responsibilities results in critical issues lingering without resolution. | Lack of accountability |
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To identify these process risks, you have to map out your present service desk operations and then compare them against known best practices, such as ISO 20000.
For example, Clause 6.1 of ISO 20000, Planning, requires organizations to establish a documented risk management plan, outlining processes for identifying, analyzing, and addressing risks associated with service provision. Also, Clause 6.1 recommends appropriate tools and techniques for risk assessment, such as strengths, weaknesses, opportunities, and threats analysis; failure mode and effects analysis; and risk matrices.
Clause 7.5, Control of Documents and Records, ensures risk management plans, assessments, and mitigation actions are documented and readily accessible.
Monitoring key performance indicators, such as resolution time, client satisfaction, and backlog size, is also an effective way to keep track of how effectively your processes are working and where improvements may be needed.
Let's delve deeper into a specific example to understand how these process risks can manifest in real life.
Scenario: Missed checks during software upgrades
A system admin is responsible for upgrading the operating system (OS) on a primary server used for company operations. Before proceeding, they must ensure that all applications running on the server remain compatible with the new OS version. Unfortunately, in an urge to complete the task quickly, they skip this crucial step.
The above scenario is a good example of how skipping steps can cause huge process risks, disrupting the stability of the system.
Impact:
Operational disruptions and application failure
If you don't check whether your software works with the new OS before upgrading a crucial server, it can cause significant problems. Important programs may become incompatible, resulting in malfunctions and rendering them unusable. This interruption in business operations can cause reduced productivity and substantial financial losses. Moreover, there is a risk of losing data as incompatible apps may face corruption or loss during the update process, jeopardizing pivotal transactions and potentially causing irreparable damage. Additionally, the introduction of security vulnerabilities due to compatibility issues may expose the server to cyberattacks, data breaches, and compromised confidentiality, ultimately harming the organization's reputation.
Another major consequence of skipping compatibility checks is the increased chance of application failure. Critical applications, vital for daily operations, may not be compatible with the upgraded OS. Failure of these applications magnifies the importance of thorough compatibility assessments before undertaking any OS upgrade to ensure the continued functionality and stability of systems.
Mitigation strategy:
Aligning service desk processes
In ensuring a software compatibility check before an OS upgrade, aligning service desk processes is key for operational excellence. The IT service desk needs clear and standardized procedures to handle these important tasks smoothly. This involves creating a detailed list of all applications on servers, including their current versions, upgrade needs, and any known issues. By emphasizing careful process alignment, the service desk improves its ability to perform software compatibility checks consistently. This not only reduces the chances of application failures but also sets the groundwork for ongoing improvement in how the service desk operates.
The mitigation strategy of aligning service desk processes directly addresses process risks by introducing clarity, consistency, and organization into the software compatibility check process.
Technology risks:
Technology risks refer to the potential challenges and vulnerabilities associated with the tools, systems, and infrastructure that support service delivery.
These risks can manifest as:
- Obsolete or incompatible technologies
- Integration issues with platforms (e.g., cloud services or mobile devices)
- Presence of untrustworthy systems
Such technological flaws may result in service desk failures, disruptions, or security vulnerabilities.
Regular audits, testing, and adherence to IT security standards are required to identify and address vulnerabilities, ensuring the reliability and security of the IT service desk environment. Balancing advanced technology with resilience involves phasing out legacy systems and exploring automation possibilities.
The following table presents several common technology risks faced by service desks alongside their potential impacts and practical solutions.
Risk scenario |
Impact |
Mitigation strategy |
| An employee falls victim to a phishing email containing a link to a fake login page, tricking them into providing their credentials. | Data breach | Initiate multi-factor authentication, conduct regular phishing awareness training for employees, and employ encryption for sensitive data. |
| An organization experiences slow performance and system crashes due to outdated servers. | Hampered performance and scalability | Be consistent in updating and upgrading infrastructure components, conduct capacity planning, and invest in scalable technologies. |
| An employee unknowingly downloads ransomware, which spreads across the network, encrypting critical files. | Malware or ransomware attacks |
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To illustrate the consequences of technology risks further, let's take a look at a detailed scenario where several threats converge, creating a complex situation.
Scenario: Breach via an email attachment
While going about her regular work routine, Jane inadvertently encountered an abnormality in her system. Upon investigation, the system admin discovered that malware, a rootkit trojan, had infiltrated Jane's laptop through an email attachment.
As the system admin took steps to mitigate potential damage from the malware, an insidious program, disguised as a benign survey software, managed to bypass traditional security measures and commenced its covert operation in the background. While Jane diligently worked, oblivious to the digital trespasser, the rootkit trojan dug deep, creating a secret backdoor for the attacker. This invisible access point provided the threat actor with the means to monitor discreetly, steal information, and lay the groundwork for further havoc within the company's internal network. The once-unassuming intrusion had taken root, turning Jane's laptop into a silent gateway for potential digital chaos.
Impact:
Data breach and intellectual property risk
The email attachment introduces a significant risk—data exfiltration. The rootkit trojan malware now on Jane's device can sneakily collect and send sensitive information to the attacker. This puts the company's valuable intellectual property at risk, including secret software codes, research files, and possibly customer data. The impact goes beyond immediate financial losses, posing a threat to the company's competitiveness, market position, and the trust of clients and stakeholders. This situation calls for quick and thorough cybersecurity measures to minimize the threat.
The discreet trojan malware that is silently residing serves as a covert point of entry for the attacker. Beyond merely viewing data, this illegal access creates the possibility of tampering with internal systems, endangering the core of a company’s digital setup. The threat actor gets a concerning level of control, moving around the company's internal network with the power to exploit weaknesses, grab sensitive data, and mess with routine operations. This unauthorized access isn't just compromising data safety; it poses a serious risk that needs urgent attention and smart strategies to strengthen the company's digital defenses.
Mitigation strategy:
Advanced endpoint protection
To lower the technological risks associated with unauthorized network access, organizations should prioritize the implementation of advanced endpoint protection solutions. An effective endpoint protection strategy functions as the initial phase of defense on individual devices. Endpoint protection goes beyond conventional antivirus measures by actively monitoring device behavior with proficient threat detection algorithms. This technology serves as a deterrent against unauthorized access by rapidly detecting potential malware intrusions. It establishes a real-time shield, fortifying each device against infections like a rootkit trojan, which could jeopardize the network's integrity.
Deployment of EDR solutions
Endpoint detection and response, or EDR, focuses on protecting devices by maintaining a constant watch. It detects and responds to malware in real time, ensuring that endpoints stay safe from digital threats. It's akin to having a virtual security guard for devices, always on duty to prevent and address any security issues.
Adding enhanced features like managed detection and response with EDR capabilities to your endpoint management system can substantially elevate threat detection, response efficiency, and overall security resilience. This approach ensures that vulnerabilities are identified and addressed before they can be exploited by malicious actors.
Have a comprehensive checklist for your endpoint security assurance. For example, the checklist below outlines key practices for robust endpoint security, covering aspects from network configuration to user authentication and software compliance. Regular vigilance and adherence to these measures contribute to a secure and resilient endpoint environment.
- Configure firewall settings and implement device authentication for basic security.
- Scan and update network devices regularly to address vulnerabilities and mitigate security threats.
- Implement multi-factor authentication to improve user authentication security.
- Enforce a stringent VPN access policy for secure connections to the organization's network.
- Monitor IT hardware warranty expiration dates for timely replacements and updates.
- Ensure software license compliance by scanning systems for unlicensed software usage.
- Block applications that may disrupt productivity or cause bandwidth issues (e.g., games or torrent downloads).
Network segmentation
To complement advanced endpoint protection, companies should adopt a strategic network segmentation approach. This entails dividing the internal network into distinct segments, each having its security protocols and access controls. By doing this, the effects of unauthorized network access are contained, restricting the potential movement of attackers within the network. In case of a security breach, this segmentation strategy prevents threat actors from freely navigating the entire network, limiting their ability to compromise crucial segments. Network segmentation boosts overall security resilience, restricting the potential impact and offering an extra layer of defense against threats like unauthorized access and data exfiltration.
Conclusion
A service desk risk management plan serves as both a preventive measure and a valuable learning opportunity. It is imperative to gain lessons from experiences and feedback and apply them to improve the entire risk management process and related procedures. Analyzing the root causes and consequences of any risk occurrences or incidents helps identify lessons learned and best practices. Evaluating the performance and outcomes of a risk management plan as well as calculating the associated benefits and costs provides invaluable insights.
