摘要
Organizations implement an information security program for the protection of their information assets. The success of such a program depends primarily on the effective implementation and execution of associated information security policies and controls. These policies and controls depend directly upon the resultant behavior and actions of end-users. Hence, end-users play a critical role in the effective implementation and running of an information security program in any organization. However, end-users are often unable to navigate and comprehend the various policies, controls and associated issues. Support to end-users is therefore a vital element, but is often neglected by present information security management systems. In the service industry, support to customers is established as an important determinant of customer perceived service quality. This paper applies the same philosophy to provide support to end-users, who are the customers of the Information Security Service.
