The document outlines a security value chain, emphasizing the importance of information as a raw material and the need for effective operations to add value to it. It discusses inbound and outbound logistics, marketing strategies for demand generation, and service metrics for maintaining customer relationships and brand strength. The metrics provided highlight trends in vulnerabilities, operations efficiency, engagement levels, and educational outreach in security practices.

1. Security Value
Chain
The Business of
Security Value

2. Porter’s Value Chain
Firm Infrastructure
Human Resource Management
Margin
Technology Development
Procurement
Inbound Outbound Marketing
Operations Service
Logistics Logistics & Sales

3. Your NEW Value Chain
You
Inbound Outbound Marketing
Operations Service
Logistics Logistics & Sales

4. Inbound The number one raw
Logistics
material for the business of
security is INFORMATION!
Where do you get it from?
How do you store it?

5. Operations
This is where you add
VALUE!
What value do you add to
the information?
What new information do
you create?
What is it that you and your
team do?

6. Outbound Getting that VALUE out to
Logistics
your customers.
Who is your customer?
How do you package the
information?
Is it easy to get?
Is it easy to use?
It’s all about the DELIVERY.

7. Marketing Better than a Security
& Sales
Awareness Program!
Create demand for your
services.
Pulling instead of pushing.
It’s about CONSTANT
communication!

8. Service
This is where you maintain
VALUE!
High touch, high frequency.
Strengthen your brand.
Broaden your reach.
Set SLAs. Live up to them!
Incorporate criticism into
improvements.

9. Sample Service Map
Inbound
Operations
Outbound Marketing &
Service
Value
Logistics Logistics Sales
Chain
Vulnerability
Prioritizing Reporting Educating Training
Data
Patch Alerts Correlating Self-Serve Advertising Support
Key
Functions
Event Streams Analyzing Face-to-Face Marketing Response
Decision
User Inquiries Validating Selling Engagement
Support

10. Inbound Logistics Metrics
Inbound
Logistics
Look for trends.
Vulnerability Time to remediate.
Data
Security events by demographic.
% of patches released vs. relevant.
Patch Alerts
Common user inquiries.
Event Streams
User Inquiries

11. Operations Metrics
Operations Measure efficiency ruthlessly
Prioritizing
# of systems changed in/out of
maintenance window.
# of projects with security oversight.
Correlating
Time to decommission accounts.
Analyzing
Validating

12. Outbound Logistics Metrics
Outbound
Logistics
It’s about engagement
Reporting
% reports read.
Size of communication audience.
# of project meetings attended.
Self-Serve
Frequency of customer contact.
Don’t forget packaging!
Face-to-Face
Decision
Support

13. Marketing & Sales Metrics
Marketing &
Sales
Demand generation
Educating
% of org educated.
# of hits to security portal.
# of project security checklist
Advertising
downloads.
“Pipeline” of projects.
Marketing
# of contacts before engagement.
Selling

14. Service Metrics
Service Stay connected
Training
Scheduled training events.
# of security related support calls.
# of reported incidents per unit.
Support
Time from call to response.
% of returning callers.
Response
% of users trained.
Engagement

15. Questions?
Brandon Dunlap
Managing Director of Research
bsdunlap@brightfly.com
Twitter: @bsdunlap
Brightfly, Inc.
www.brightfly.com
Twitter: @brightfly