Chapter 15 — Human factors and cyber policy: integration and dependencies

Lesson map

Lesson 15 published. Map, example, EX057.

flowchart TD
  N0["Learning outcomes"]
  N1["15.1 Integration"]
  N2["15.2 Dependencies"]
  N3["15.3 Reducing single points"]
  N4["Synthesis"]
  N0 --> N1 --> N2 --> N3 --> N4
  N4 --> EX["Worked example"]
  EX --> Q["Exercise EX057"]

Logical drawing

flowchart LR
  N0["Learning outcomes"]
  N1["15.1 Integration"]
  N2["15.2 Dependencies"]
  N3["15.3 Reducing single points"]
  N4["Synthesis"]
  N0 --> N1 --> N2 --> N3 --> N4 --> Q["EX057"]

[Learning outcomes]
    |
    v
[15.1 Integration]
    |
    v
[15.2 Dependencies]
    |
    v
[15.3 Reducing single points]
    |
    v
[Synthesis]
    |
    v
[Worked example] --> [Exercise EX057]

Learning outcomes

You will (1) connect reporting to incident response and customer service; (2) identify dependencies on people and suppliers; (3) reduce single points of failure.

15.1 Integration

Priya links reporting to incident response: when a malicious message reached many staff, the IT lead removes it, blocks the sender and checks whether anyone entered details. She also links it to customer service. When customers report fake delivery texts using Kestrel's name, customer service forwards them to the same triage queue, and a notice is placed on the website. Integration means one queue sees all reports, so patterns affecting both staff and customers are noticed quickly. Customer service staff receive a short briefing.

15.2 Dependencies

Priya lists dependencies: the IT lead does most triage; the mail provider runs the report button; a contractor maintains the terminal form; and the accounts system's hold feature depends on a vendor update schedule. She marks the IT lead as a single point of failure, since triage stops when he is away. She also notes that the driver number depends on one mobile contract. Mapping dependencies shows what the reporting service relies on and where it could break. She shares the list with Tom.

15.3 Reducing single points

To reduce dependence on the IT lead, Priya trains a second team member in triage using a short runbook and arranges a rota. She asks the contractor to provide a support contact for the terminal form. She records the mobile contract renewal date in the team calendar. Reducing single points of failure costs little but makes the service reliable during leave, illness and staff changes, which are inevitable in any small team. The rota starts the following month. Both changes are recorded in the runbook.

Worked example

Priya integrates reporting with response and customer service, maps dependencies and adds a triage backup and supplier contacts.

Synthetic case. Integration is synthetic.

Errors and limits

Backups lose skill if unused. Contracts change.

Exercises

• EX057 — Customer reports. What happens to customer reports of fake texts?
  Show marking criteria

  Rubric: 3 = forwarded to triage and a website notice posted;; 2 = integration;; 1 = vague;; 0 = none.
• EX058 — Single point. Who is the main single point of failure?
  Show marking criteria

  Rubric: 3 = the IT lead;; 2 = one person;; 1 = the contractor;; 0 = none.
• EX059 — Triage backup. How is dependence on the IT lead reduced?
  Show marking criteria

  Rubric: 3 = training a second person with a runbook and rota;; 2 = backup;; 1 = vague;; 0 = none.
• EX060 — Contract risk. Which supplier risk is tracked in the calendar?
  Show marking criteria

  Rubric: 3 = the mobile contract renewal;; 2 = renewal;; 1 = vague;; 0 = none.

Synthesis

Integration widens what reporting sees, and backups keep it running.

Continue studying — chapter 15 of 18

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