Adaptive Risk Profile System for Help Desk Service Requests
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Help desks face challenges in effectively managing risk profiles for service requests, particularly in preventing social engineering attacks and efficiently verifying user identities, as existing systems lack adaptive risk management and automated initial risk assessment capabilities.
Innovation Solution
A system that includes a filtering module for initial risk profile assessment, a ticketing module for storing risk profiles, and adaptive rules to modify risk levels based on user interactions, combined with automated call filtering and human operator input, allowing for efficient service provision by verifying user identities through various controls and override functionalities.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If manual risk assessment is performed by help desk agents, then security verification can be conducted, but the workload on agents increases and processing time extends
Solution Approach 1:
The system performs preliminary risk assessment actions automatically before the help desk agent receives the service request. The filtering module evaluates risk factors and establishes an initial risk profile level automatically, so that when the agent receives the request, the preliminary security verification is already completed, reducing their workload and processing time while maintaining security reliability
2Reliability
If multiple controls are implemented for high-risk requests, then security verification improves, but the complexity of the verification process increases
Solution Approach 1:
The system dynamically adjusts the number and type of controls implemented based on the assessed risk profile level. For low-risk requests, fewer controls are applied; for high-risk requests, more controls are implemented. This dynamic adaptation allows the system to maintain high security verification reliability for critical requests while reducing verification process complexity for routine requests
3Productivity
If automated risk assessment is implemented, then processing efficiency improves, but the system complexity increases
Solution Approach 1:
The system segments the risk assessment function into a separate filtering module that operates independently from the main service provision system. This modular segmentation allows automated risk assessment to be implemented as a distinct component, improving processing efficiency while containing system complexity within a well-defined module rather than throughout the entire system
Data Source
AI summary
A data processing system for providing a service to a service requester is provided. The data processing system includes a filtering module to receive a request for a service from the service requester, and a ticket module to create a ticket. The ticket includes a risk profile level which is one of a predefined number of levels. The system further includes at least a first and second rule. The first rule specifies a control and the risk profile level response to a result obtained from the service requester. The second rule specifies a maximum acceptable risk profile level required to serve the service. An interface includes an output module to output the control to an agent and an input module to allow input of the service requester's response to the control. A modifier modifies the risk profile level according to the first rule and the service requester's response. The modifier compares the risk profile level with the maximum acceptable risk profile level. A service provision module allows the service to be performed if the risk profile level is less than or equal to the maximum acceptable risk profile level.