Outsource Issue 23 - (Page 26)

Security QueStionS Ian Collard is Identity Management and Biometrics Manager at Siemens IT Solutions & Services. With Outsource looking in-depth this month at IT security in outsourcing, we spoke with Ian about how his organisation is working to improve and maintain the integrity of its clients’ data and processes – now and going forwards. outsource: What are the greatest challenges facing providers of outsourced services in the area of IT security and data protection, and how can those providers – and Siemens specifically – work to overcome these challenges? Ian Collard: The first challenge for outsourcers in providing services is to clearly outline what the customer expectations from the partnership are and what can be delivered contractually to secure the enterprise from threats. Best practice outsourcers should work closely with the enterprise to agree on this strategy and clarify what the risk appetite of the business is and what the standards of risk assurance are based on. Another challenge is gaining agreement on the usability of security and the assurance regime around the enterprise as any outsourced security services should enable, rather than inhibit, the daily running of the business. For a partnership to be mutually beneficial outsourcers need to maintain dialogue about specific goals and timeframes on the expectations. Using tools such as maturity models helps to define areas in need of investment but also assists in gaining an insight into customer’s risk appetite so the most appropriate level of security can be applied. o: How rapidly is the nature of the cybercrime threat evolving compared with the technology deployed to counter Siemens was founded in 1847 and a year later built Europe’s first long-distance telegraph line. Today, worldwide, Siemens and its subsidiaries employ over 400,000 people. 26 ●● ● www.outsourcemagazine.co.uk http://www.outsourcemagazine.co.uk

Table of Contents for the Digital Edition of Outsource Issue 23

Outsource Issue 23
Contents
News & Comment
IT Security
Ian Collard
More Than Just A Headcount
Call Centre Technology
Social Issues
Understanding Value
Cutting Through The Noise
All In The Genes?
It’s Time For Contact Centres To Get Socially Responsible
Right From The Start
All In The Game
Relationship Management Centres
NOA Roundup
Document Management
Digital Vision
Review Ructions
Provider Perspective
A New Reckoning?
Head-to-Head
The Music of Outsourcing
Accelerating Innovation
Labour Arbitrage
Top Ten Tips
The Legal View
HfS: New outsource Partner
Online Round-Up
Sourcebites
Inside Source
The Last Word

Outsource Issue 23