In the wake of high-profile breaches like the Medibank incident of 2022, trust in managed security services providers (MSSPs) has become more critical than ever. When security incidents occur and alarms go unanswered, the consequences can be severe. As a result, MSSPs must prioritise transparency and visibility to build and maintain customer trust.
Why is Transparency Crucial to Successful Customer Relationships?
Builds Trust
Transparency in cybersecurity practices builds trust between organisations and their stakeholders, including customers, partners, and regulators. When an organisation openly shares its security measures, it reassures stakeholders that the company takes their data protection seriously.
Enhances Accountability
When security measures and incidents are transparently reported, it ensures that organisations are held accountable for their actions. This accountability drives continuous improvement in security practices and policies.
Improves Incident Response
Transparent communication about security incidents allows for quicker and more coordinated responses. It enables all parties involved to understand the scope of the incident and take appropriate actions to mitigate it effectively.
Supports Compliance
Many regulatory frameworks and standards, such as GDPR and ISO 27001, require transparency in security practices. Being transparent helps organisations stay compliant with these regulations and avoid potential fines and penalties.
Encourages Collaboration
Transparency fosters a culture of collaboration both within the organisation and with external partners. Sharing information about threats and vulnerabilities can lead to better collective defence strategies and improved overall security posture.
Mitigates Misinformation
By providing clear and accurate information about security practices and incidents, organisations can control the narrative and mitigate the spread of misinformation, which can cause unnecessary panic and damage to reputation.
Enhances Security Awareness
Transparent communication about security threats and best practices helps to educate employees and customers, raising overall security awareness and reducing the risk of human error leading to breaches.
Strategies to Improving Transparency
Here’s how MSSPs can achieve this:
Real-Time Incident Reporting
Why it matters: Clients need to be aware of incidents as they occur to mitigate damage.
Implementation: Provide a real-time dashboard accessible to clients, detailing current security events, their status, and actions being taken. This dashboard should include alerts, incident summaries, and resolution timelines.
Detailed Monthly Security Reports
Why it matters: Regular updates ensure clients are informed about their security posture. Implementation: Issue comprehensive monthly reports that include:
- Incident summaries: Detailed logs of incidents, actions taken, and outcomes.
- Vulnerability assessments: Findings from recent scans, including newly identified vulnerabilities and their criticality.
- Compliance status: Updates on compliance with relevant standards (e.g., ISO 27001, GDPR).
Key Performance Indicators (KPIs) and Metrics
Why it matters: Metrics provide quantifiable evidence of service effectiveness. Implementation: Track and report on critical KPIs such as:
- Mean Time to Detect (MTTD): Average time taken to identify threats.
- Mean Time to Respond (MTTR): Average time to respond to and mitigate incidents.
- Number of incidents detected vs. incidents resolved: Showcasing efficiency in handling threats.
Transparent Security Protocols and Policies
Why it matters: Clients need assurance that robust protocols are in place.
Implementation: Share detailed security protocols and incident response plans with clients. Ensure these documents are updated regularly and made accessible for client review.
Regular Client Briefings and Training
Why it matters: Keeping clients informed and educated helps prevent breaches.
Implementation: Schedule regular briefings to discuss the security landscape, emerging threats, and best practices. Offer training sessions on security awareness and incident response.
Customer Feedback Loops
Why it matters: Continuous improvement requires understanding client needs and experiences.
Implementation: Implement structured feedback mechanisms such as surveys and regular review meetings to gather client insights and areas for improvement.
Independent Audits and Certifications
Why it matters: Third-party validation enhances credibility and trust.
Implementation: Regularly undergo independent audits and maintain up-to-date certifications (e.g., ISO 27001). Share audit results and certification status with clients to demonstrate commitment to security best practices.
Proactive Threat Intelligence Sharing
Why it matters: Forewarned is forearmed; sharing intelligence helps prevent breaches.
Implementation: Provide clients with regular updates on emerging threats and trends. Share actionable intelligence that clients can use to bolster their defences.
How Can a vCISO Improve Transparency?
If you already have an MSSP engaged, or multiple IT providers, you may be receiving multiple monthly reports and status updates. These can be a blur if the context of your organisation, and across providers, is not understood. A virtual Chief Information Security Officer (vCISO) can provide strategic guidance and expertise, especially for organisations that lack a dedicated in-house CISO.
- Strategic oversight: A vCISO can help develop and implement comprehensive security strategies aligned with business objectives.
- Expert insights: They provide expert insights into the latest security trends, helping organisations stay ahead of potential threats.
- Regular consultations: Through regular consultations, a vCISO can ensure that security measures are continuously improved and adapted to emerging risks.
- Customised reporting: A vCISO can tailor security reports to the specific needs and concerns of the client, ensuring that all relevant information is transparently shared and understood.
- Training and awareness: A vCISO can lead training sessions to improve overall security awareness among client staff, reinforcing the importance of transparency and proactive threat management.
Conclusion
Building trust through transparency isn’t just about sharing information; it’s about fostering a collaborative environment where clients feel secure and informed. By implementing these strategies, MSSPs can not only enhance their service offerings but also build long-lasting relationships based on trust and mutual respect. It’s not a matter of if an incident will occur, but when. Transparency and visibility from MSSPs ensure that when the inevitable happens, clients are well-prepared and confident in their defences.
It’s often not a matter of if an incident will occur, but when. Transparency and visibility from MSSPs ensure that when the inevitable happens, clients are well-prepared and confident in their defences.
