Description: The purpose of this training is to provide ISPs and other service platform operators with an understanding of what's required to effectively respond to abuse incidents. This session and Part 2 (on August 4, 2020, see below) will focus on what the abuse desk team's role will be, what to look for in team members, how incidents are generated and processed, and finally what the results of the Abuse Desk should look like.
Part 1: Purpose of the Abuse Desk: The industry responsibilities and business justifications for an organization to form such a team. In many regions of the world, we have heard that costs and lack of revenue generation are a factor in the negligence of such a team. We will address that through quantifying the value of the team.
Abuse Desk Incidents: This will cover the life-cycle of a policy or security incident as it involves a customer. The training assumes complete manual intake and response but will go on to provide guidance on where automation can and should be applied with available resources.
Presented by: Severin Walker, M3AAWG Chairman, Comcast