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self-service support
4.3 Fulfilment
16. Support by Email
fulfilment manager
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43.16. Support by Email:
1. Support by Email is administrated by the first level support team under the direction of the Request Fulfilment Manager.
2. Approved people have the right to communicate by any means they choose and while email is not the recommended way to communicate private, confidential and sensitive information, if that is acceptable to the approved person then it will be processed.
3. Because email is not secure, it must be assumed that every support request by email is a criminal impersonating the approved person until it can be proven otherwise.
4. It is recommended that the approved person includes evidence with their email to prove that the message is not from an impersonator.

2. New Support by Email Procedure:
1. First level support will interogate the history and life cycle of the email to view its journey and to assess how many agencies have taken a copy of the contents.
2. In the majority of cases, the email will be from a criminal and will simply be physically deleted.
3. Where it is proven that the support request is from an approved person, the message is transcribed to the online support request service that the author could have used in the first place.
4. The approved person is then able to view the online support service and monitor progress as the request is processed.
5. First level support will direct the support request to the most appropriate second level support person who is on duty who will take responsibility to respond and close the request.
6. First level support will physically delete the email. As a policy, by the end of every day, no emails shall exist in any email server so if an agency gains access to an email server, they will not find any business information.

3. Email Leaks:
1. The majority of all data breaches come from email servers and so the use of email to communicate private, confidential and sensitive business information is no longer acceptable.
2. Online encrypted support message services are provided and where an approved person chooses not to use the encrypted service by using an email that will be copied by agencies in all parts of the world is beyond comprehension.
3. Approved people have the right to do what they choose, including choosing to leak business data by email.

Document Control:
2018 Jan 26 : Latest edition as (public) page 164316.     Part of ITIL by Request Fulfilment Managers responsibilities.