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Index
Cover image
Title page
Table of Contents
Copyright
Dedication
Introduction
A Rocky Start
Part I: Developing Your Security Operations Center
Chapter 1. What is a Security Operations Center?
Abstract
Third Party
Hybrid
Dedicated
Historical Lessons
Chapter 2. Needs Assessment
Abstract
Risk Assessment
Types of Companies
Additional Considerations
Historical Lessons
Chapter 3. Business Case
Abstract
Example
Historical Lessons
Chapter 4. Building Your SOC
Abstract
Workstations
Historical Lessons
Chapter 5. Staffing Options
Abstract
Training
Career Progression
Retention
Historical Lessons
Part II: Operations
Chapter 6. Responsibilities and Duties
Abstract
Introduction
Welcome to the SOC—You Have an Important Role
Mission Statement
SCO Job Description
Sample SCO Job Description
Hiring and Interviewing Your SCO Candidate
Sample Interview Questions for a SCO
Staffing and Schedule
Sample Three-Week Rotation
Supervisory Authority
Staff Responsibility
Historical Lessons
Chapter 7. Post Orders and Procedures
Abstract
Introduction
Setting Up Your Post Orders
Create a Shared Email Address for Security Inquiries and Requests
Performance of Duties
Example Post Order Table of Contents Setup and Their Purpose
Site Procedures
Historical Lessons
Chapter 8. Training Programs
Abstract
Introduction
Getting Started
New Hire Training Schedule
Individual Training Checklist
Monthly, Quarterly, and Annual Training
Historical Lessons
Chapter 9. Enterprise Access Control
Abstract
Introduction
Setting Up Your Physical Access Control System
Operator Permissions
Card Access Programming and Control
Setting up and Controlling Your Restricted Areas Access
Creating a Restricted Area
Access Control Matrix
Site Access Control
System Status Checks
Troubleshooting
Historical Lessons
Chapter 10. Alarm Monitoring
Abstract
Introduction
Physical Access Control System (PACS) or Intrusion Detection System (IDS) Alarms
Alarm Instructions
Receiving Alarms
How an Alarm is Handled Depends on the Three Steps of Assessment
Response
Mechanical Alarms
Panic Alarms
Reduce Your False Alarms
Historical Lessons
Chapter 11. Enterprise Video Surveillance
Abstract
Introduction
Operator Permissions
Setting Up Your Video Monitoring System
Remote Video Patrol
Alarm Response
Investigative Support
Civil Disturbance: Strikes, Protests, or Demonstrations
Daily System Status Checks
Historical Lessons
Chapter 12. Working with Your Vendors
Abstract
Introduction
Scope of Work
Your Company Profile
Account Management
Installation or Service Work Responsibilities for the Vendor
Your Company Responsibilities
Security System Descriptions
Change Orders
Project Completion or Site Commission
Service Calls and Work Orders
Historical Lessons
Chapter 13. Incident Reporting
Abstract
Introduction
Confidentiality
You Must Have an Electronic Incident Report Form
You Need a Centralized Database
Different Modes of Incident Reporting
Historical Lessons
Chapter 14. Communication Plan
Abstract
Introduction
Communicating Corporatewide
Notification Lists Also Known as Call Trees
Mass Notification Alert System
Mass Notification Alert Authorization Lists
SOC’s Positive Response to an Alert Request Equals Regular Training
Historical Lessons
Chapter 15. The Emergency Operations Center
Abstract
Introduction
Why the SOC is a THE Place for Your EOC
No One Size Fits All
Historical Lessons
Part III: Making the SOC an Integral Part of Your Company
Chapter 16. Customer Service is Key
Abstract
Introduction
What Does Your Company Need from Security?
Set the Expectations
Mistakes Will Happen—Own Them, Fix Them, Follow Up, and Move On
Historical Lessons
Chapter 17. Metrics
Abstract
Introduction
Incident Reports
Types of Metrics
Phone Stats
Performance Metrics
Service Level Agreements
Historical Lessons
Chapter 18. Developing Partnerships
Abstract
Introduction
Start from within
The Most Obvious Partners—Safety and Facilities
Information Technology (IT) Department
Law Enforcement Agencies and Officers
Vendors—Yes, Vendors Too
Historical Lessons
Chapter 19. Brand Awareness
Abstract
Introduction
One-Stop Shop
What is Your Brand?
The SOC is Your Brand
Advertising Your Brand
Rome was not Built in a Day
Historical Lessons
Chapter 20. Continuous Improvement
Abstract
Introduction
Pick Your Points
Get a Black Belt or Become One
Historical Lessons
Index
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