Service Desk: Creating a Culture of Learning Instead of an Education Policy

Ongoing certifications
Once you’ve successfully onboarded an employee or have current employees already at your AV business, it’s time to determine what types of certifications you want to make standard.

Maybe you have a set of three or four you think would be integral to your level 1 staff. Perhaps there are a few more for the level 2 staff. A mix of general skills, security and networking are a good baseline.

You may also want to add in project management, service management and focused technical training for level 2.

Some certifications will need to be refreshed periodically. Others are current if you get related certifications, while some will need updating as products change. You will need to decide what is relevant in your company.

Reward system
Now that your employee has invested the time and effort to achieve this knowledge, how are you rewarding them? Do you offer a pay bump after a certification? Do they get a badge, a special parking spot, or another spiff? Have something as an added benefit.

Rewards are an integral part of culture. Not all have to be monetary, but they do need to be meaningful.

Who pays for all this knowledge?
Education is part of your benefits package and should be regarded as such. Speak with your accountant about the potential benefits of covering these costs, as well as college as employee benefits.

Read More:  service desk job description

Types of IPS

Types of IPS

Host-based intrusion prevention system (HIPS)

This system works in a similar way to HIDS. The checks are on the machine on which it is installed, however, in addition to detecting the attack, it makes decisions regarding the analyzes carried out.

It has direct access to the machine's operating system and the kernel itself, thus being able to control access to the file system, configuration and system logs.

Another differential of HIPS is that it identifies suspicious behavior in the operating system, instead of comparing signatures.

In addition, HIPS brings the possibility that encrypted network traffic is identified after the packet decryption process, enabling the detection of the previously encrypted attack, a fact that does not occur in the use of NIPS and NIDS.

Network-based intrusion prevention system (NIPS)

This type of system, on the other hand, is based on an inline device, which can be a router or a switch, as they forward packets between networks. Whenever an attack is identified, decisions are made based on predefined rules, and it is these rules that will block the suspect attack.

NIPS has the property of dropping the connection, thus preventing packets from reaching their destination, just as firewalls do.

There are several other types of IDS / IPS systems, here we mention the most common and used ones, but you can check out more others by accessing this material: