Abstract:
In IT service operations such as service help desk, the primary task is to resolve customer queries satisfactorily within the stipulated service level agreements (SLA). T...Show MoreMetadata
Abstract:
In IT service operations such as service help desk, the primary task is to resolve customer queries satisfactorily within the stipulated service level agreements (SLA). These customer queries, referred to as tickets often contain sensitive and non-sensitive information. The disclosure of sensitive information even to an authorized agents is a privacy concern and could increase the risk of insider threat. In this work, we propose a framework to restrict the data exposure to authorized agents in such IT service operations. To facilitate privacy-enabled service operations, we assess the risk associated with the disclosure of attributes using its vulnerability and provide a masking strategy to reduce the data exposure. However, fully masking the key attributes within the ticket could hinder the resolution time and potentially lead to SLA violations. To overcome this, we propose an optimization model for partial masking which takes into consideration the attribute vulnerability and privacy requirement of an application, to minimize the overall data exposure. We provide an illustration on how this masking schemes can be implemented.
Date of Conference: 28-30 August 2024
Date Added to IEEE Xplore: 16 December 2024
ISBN Information: