Security Technology Executive

MAY-JUN 2016

Issue link: https://securitytechnologyexecutive.epubxp.com/i/690996

Contents of this Issue

Navigation

Page 7 of 91

8 SECURITY TECHNOLOGY EXECUTIVE • May/June 2016 www.SecurityInfoWatch.com CONVERGENCE Q&A; B y Ray B er n ard, P SP, CH S - I I I We have cameras going offline due to network glitches. The only thing we can do is create tickets in IT's system, but for the last few months, they are simply ignored. What do you suggest we do next? Based on experience with this type of situation, I'd say that you and your boss will need to collaborate on an approach to resolve the problem. This kind of situation can happen even if there is an SLA in place that defines the level of ser- vice IT will provide. If that's the case, then it most likely will take director or VP level advocacy to resolve this from a strategic perspec- tive. In my experience, this happens most often with network segments that are part of a Security LAN and don't carry any business-related traf- fic. In that situation, there will be no pressure from the business side to address the network issues. Be Prepared Before initiating or requesting action by someone above you, there is prepa- ratory work to be done, which typically includes the steps described below. F ull y do c ument the te c hnic al problems. How frequently and how long are the cameras off line? How do you know that the problems are network related? What is the basis for that claim? If it is a repeating problem, and you have previously completed service tickets that docu- ment the problem as being network rel ate d, then you may no t ne e d any other documentation besides a document containing the ser vice ticket information and a list of the affected cameras. However, if it is a repeating problem then its root cause has not been found or has been ignored. Multiple tickets for the same problem are proof of that, and the documentation should include that conclusion. Summarize the security risks involved. What scenarios could occur in which live video and video recordings would be critically impor- tant? Why are the cameras watching what they are watching in the first place? Consider the overall problem. The fact that service tickets are not being responded to as expected must also be addressed. If there an SLA in place that is not being lived up to, then IT has an explicit reason to rectify the situation. If there is no SLA or other documented agreement on the level of service to be provided, then that will have to be established. Usually, there are IT policies and procedures in place that already dictate how IT should engage with other business units and functional areas. Get up to speed on that so you don't suggest anything contrary to policy or cur- rent practice. Document the previous good support from IT. If you have received good support from IT, whether on-demand or project-based or both, be sure to describe and acknowledge the previously good level of support. It's better to talk from a "We miss IT!" perspective than to take an accusa- tive attitude. Be prepared for the possibility that IT is overwhelmed with business-critical mat- ters. There are a number of situations that can result in IT being unable or unwilling to sup- port a security-only network at the current time. Be prepared with one or more alternative solutions for the short term. For example, could an outside network service provided be tasked with troubleshooting and correcting the prob- lem? Find out what that might cost (high/low estimate). Previous service ticket information and information about that portion of the net- working equipment could help keep the estimate realistic. Find out if IT already has a network services provider that they use now or have used in the past. Determine what financial resources Dealing with an Over-Tasked IT Department Due to the continued acceleration of information technology advancement, many IT departments are undergoing chang- es and are under pressure to quickly adopt new technologies that would be of significant benefit to the business. In some organizations, this has degraded in IT's support for electronic security systems. For Security departments experiencing this situation, it is not likely to be resolved in the short term without specific action by Security executives. (continued on page 14) Q: A: Write to Ray about this column at ConvergenceQA@ go-rbcs.com. Ray Bernard, PSP, CHS-III is the principal consultant for Ray Bernard Consulting Services (RBCS), a firm that provides secu- rity consulting services for public and private facilities. For more information about Ray Bernard and RBCS go to www.go-rbcs.com or call 949-831-6788. Mr. Bernard is also a member of the Con- tent Expert Faculty of the Security Executive Council (www.SecurityExecutive- Council.com). Follow Ray on Twitter: @RayBernardRBCS

Articles in this issue

Links on this page

Archives of this issue

view archives of Security Technology Executive - MAY-JUN 2016