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Pragmatic Application of Service Management: The Five Anchor Approach, 2nd Edition by Mark Thomas, Suzanne Van Hove

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CHAPTER 11: CASELET #7 – SECURITY, COMPLIANCE & RISK

A small, online retailer processes approximately 50,000 credit card transactions per year and is required to be Level 3 PCI compliant, which it has maintained for the last several years. The retail activities are their main line of business. In the last several months, the global industry has experienced several major security breaches which has resulted in widespread media exposure. The nefarious hacking community has achieved new heights in breaking security controls and compromising sensitive data. The company's management team has paid close attention to current events and as a result, directed a full security audit by their third-party auditor.

The results of the audit revealed multiple ...

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