The Challenge of Data Security

Previously, we talked about how data silos can pose a challenge to your service desk reporting.

The IT department will keep sensitive data under lock and key, and they aren’t about to let users poke around in databases that hold that information. Even if help desk managers can convince leadership that the team needs access to a particular database, the mere mention of the phrase “unrestricted access to sensitive customer data” will be enough to shut it down.

With a new BI solution, dashboards can be set up to allow users to pull from those databases, without compromising security. Agents and techs could have access to a full customer profile, for example, without ever being able to pull up customer social security numbers, passwords, or bank accounts.

Dashboards ensure that users only have access to the information they need – no more, no less.

In the next chapter, we will talk about how skills matter and how lacking skills can be an obstacle for your service desk reporting.