Managed Security
Services Training
Agenda
•
Sales Landscape
–
Target Prospects
–
Applications
–
Competitive Landscape
•
Product Definition
–
Network Drawings/Architecture
–
Demo
–
Features/Benefits
–
Sales Tools– Collateral, Website, Marketing Tools, etc
.
•
Sales Procedure
–
Sales Procedure Overview
–
Implementation
–
Support
The 3 P’s
•
P
urpose
–
What Is This All
About?
–
What Are Our
Objectives?
•
P
rocess
–
How Will We Do It?
•
P
ayoff
Purpose – What is this all about?
By talking this course you will be able to:
–
Describe features & benefits of Managed Security
Services
–
Identify who to target with the correct solutions and
sell effectively within the competitive landscape
–
Apply the Sales Process for the EarthLink Managed
Security Services
Process – How will we do it?
•
Overall IT Services Training Development Plan
–
Pretest Questionnaire to Establish Baseline
Knowledge
–
Three Product Training Webinars
Payoff – What is in it for me?
By taking this course you will:
–
Enhance your ability to successfully sell EarthLink
Managed Security Services
Targeting & Positioning - SMB
Managed Firewall
•
Customer Premises Based Firewall – any customer with a
network needs a firewall. Unified threat management is not
sufficient, may need this stand alone firewall solution
•
Network Based (Hosted Security) – need to have at least 25
locations with EarthLink MPLS
•
Data Center Firewall - SMBs unlikely to have colocation;
virtualized services already include data center firewall
Secure Remote Access
Targeting & Positioning - SMB
Asset Management
•
Any business that wants to off-load managing their end user
systems for patches
•
They can also off-load managing end user systems for antivirus
and web content filtering with premium asset management.
Laptop Security
•
Any business with mobile users and concerns about loss of
confidential data.
•
Antivirus and web content filtering option for those concerned
about acceptable use policy compliance and worker
Targeting & Positioning - SMB
Remote Data Protection
•
Any business where users store company-critical information on
their own machines, e.g., mobile users working offline.
•
For businesses with a few small servers.
•
Not a good fit for backing up many large servers or databases,
where we would provide a custom backup solution.
Secure File Transfer Portal
•
Any business with regulatory requirements for security or
which exchanges sensitive documents online.
Email Encryption, Email Archive
Targeting & Positioning – Enterprise
Managed Firewall
•
Network Based (Hosted Security) –
•
Customers with EarthLink’s MPLS service with 25+ sites
•
UTM features allow consolidating all network edge security features in
one service.
•
Those with regulatory requirements will need Data Leak Prevention
(DLP) in premium package.
•
Data Center Firewall -
•
Enterprises with regulatory requirements may want dedicated firewalls.
•
Customer Premises Based Firewall –
•
Enterprises who offer services to the Internet from own location or
which requires segmentation between parts of the business (e.g., due
to regulatory requirements
•
UTM features are good for cost savings but presently have limited
reporting and self-service capabilities compared to standalone
solutions.
Targeting & Positioning - Enterprise
Asset Management
•
An enterprise with small IT staff can benefit from self-service
asset management.
Laptop Security
•
Any enterprises with mobile users and concerns about loss of
confidential data.
•
Antivirus and web content filtering option for those concerned
about acceptable use policy compliance and worker
productivity on company-owned assets.
Secure Remote Access
Targeting & Positioning – Enterprise
Remote Data Protection
•
Any enterprise where users store company-critical information
on their own machines, e.g., mobile users working offline.
•
For enterprises with a few small servers.
•
Not a good fit for backing up many large servers or databases,
where we would provide a custom backup solution.
Secure File Transfer Portal
•
Any enterprise with regulatory requirements for security or
which exchanges sensitive documents online.
Email Encryption, Email Archive
Virtuali-zation
Security Email Network Support Service Depth
Amazon
Rackspace
Secure Works
Perimeter
eSecurity
Windstream
CBeyond
Intermedia
EarthLink
Excellent Very Good Good Fair Low
Virtuali-zation
Security Email Network Support Service Depth
Amazon Rackspace Secure Works Perimeter eSecurity Windstream CBeyond Intermedia EarthLink Infrastructure as a Service Security Services Email/Collabor-ation Services Specialization Connectivity Services Total IT Services
Excellent Very Good Good Fair Low
Product Positioning
•
Overall EarthLink fares well when services are looked at
as a whole across the overall market
•
Looking at specialized positioning and just those
elements rudimentary to those specialized services
–
EarthLink fares okay, but
–
EarthLink isn’t likely not going to win the majority of head to
head larger deals in areas like Virtualization, Security and Email
•
There is a difference when looking at Specialized
Security Services:
Virtuali-zation
Security Email Network Support Service Depth Secure Works Secure Works– SMB Market Becomes more one dimensional and delivered from IT approach No advantage for SMB site locations Advantage lost as not addressing overall business function ops needs
Does not create reduced overall simplicity. Advocate for functional owners is lost Perimeter eSecurity Perimeter eSecurity - SMB Market Limited to hosted No advantage for SMB site locations More IT based, less business ops. No channel advocate for customer No direct channel customer. Advocate for overall needs EarthLink
These leaders in Security are overly niched from business
functional need.
Loses many advantages No advantages lostSpecialization Positioning - SMB
Decision Maker
Viewpoints & Concerns
•
CIO
–
Business Strategy + IT Strategy = 1
–
Management / end user perception of value & customer
service
–
Reducing risk (availability/uptime, performance, security)
–
Staff growth & development; Leading edge technology
–
Budget Constraints; Making business case to management
–
Smoothing day to day operations; IT Operations Procedures
Decision Maker
Viewpoints & Concerns
•
CEO/COO
–
Ensuring that IT support functional areas of company
–
Ability to execute timely, securely, efficiently
–
Market reputation; eliminating risk & waste
–
Increasing revenue & reducing expense
•
CFO
–
Capex Value (Technology, Infrastructure, Software)
–
Opex Value (labor; 3
rdparty) of IT; Impact on Profitability
–
Risk Management (Financial, CRM System, Order
Processing, fulfillment, Licensing, etc.)
Decision Maker
Viewpoints & Concerns
•
CCO/CSO/Internal Audit
–
Security Policy & Regulatory Compliance
•
HIPAA, GLB, SOX, PCI, CA-1386 breach reporting
•
Acceptable Use, Information Security
–
Ensuring proper implementation, admin of IT controls
Important Things to Remember
•
Be aware of who you are selling to:
–
CEO, CFO, COO, CCO layman biz decision maker vs IT
Lead
•
Biz Decision Maker Message:
–
Take, Cost, Risk, Inefficiency OUT
–
Improve customer satisfaction via Service Level
Agreements
•
IT Lead Decision Maker Message:
–
“We’ve got your back”
Important Things to Remember
•
IT Solutions sales without owning the network
•
Use COP form as a pre-call checklist
•
Customers can buy IT point solutions like dial tone
•
Comprehensive solutions require high trust dialogue
•
Customer reference selling is key to solution selling
•
Whiteboard solution concepts to gain credibility
MANAGED SECURITY
SERVICES
Security Services Products
•
Managed Firewall
•
Secure Remote Access
•
Asset Management
•
Laptop Security
•
Remote Data Protection
•
Secure File Transfer Portal
•
Email Encryption
Key Information Security Attributes
Only authorized users can see or read the information.
Confidentiality
Only authorized users can change or write the information.
Integrity
Three Types of Managed Firewalls
•
Hosted Security (Hosted Network Firewall)
–
Basic: Firewall only
–
Advanced: Content filtering, application control (high-level)
–
Premier: IPS, DLP, antivirus, anti-malware, anti-spyware; more
granular content filtering and application control
•
Shared Data Center Firewall
•
Customer Premises Firewall
–
Basic: Firewall only, 5 monthly changes included
–
Enhanced: Content filtering, 10 monthly changed included
Fully managed hardware based firewall service to protect from both inbound and outbound security threats. 24x7x365 monitoring and protection services from the latest vulnerabilities as well as documented policy change requests and approvals to
ensure that correct policies are applied and enforced.
33
Features
Benefits
Firewall with stateful inspection First line of defense to separate trusted
from untrusted networks.
Content filtering Allow or block sites based on content
categories to keep our malware and for compliance.
Intrusion prevention Alert and/or block known attacks.
Anti-virus(AV), anti-malware, anti-spyware Augment host-based AV by blocking known threats at the network perimeter.
Secure Remote Access
Access method for mobile users, telecommuters, small offices, provided
as firewall feature or standalone. VPN gateway can be on customer
premises or in data center. Connection can be via IPsec client, SSL VPN,
or Site-to-Site. 256-bit AES or 3DES.
Features
Benefits
Active Directory integration
Customer can add and
remove remote access
capability.
Endpoint host checks
Can disallow or restrict
access based on security
and status of client
machine.
Web page menu of sites
Ease of reaching specific
corporate resources.
Asset Management
Features
Benefits
Single, integrated web management
console
Easy remote management of
endpoint assets, self-service or
co-managed.
Software inventory reporting
Ability to manage licenses and end
user compliance.
Patch management
Keep systems up-to-date and know
vulnerabilities.
System monitoring and alerting
Proactive alerting and remote
troubleshooting.
Ability to view and control all PCs and devices in a centralized location to
reduce cost, increase uptime and align your IT Security policies with the
A comprehensive and cost effective laptop security service. Automatically
encrypts data and overwrites information in the event the device is reported
lost or stolen.
Features
Benefits
Remote wipe and file/directory
encryption enforcement
Prevent data from getting into
the wrong hands in event of
theft or loss.
Option: Antivirus protection
Block or remove malware.
Option: web filtering
Enforce acceptable use policy
on equipment outside of
corporate environment.
Minimize cost while enabling you to prioritize recovery of your most
critical operations in the event of a natural or man-made disaster, with
round the clock real-time backups.
Remote Data Protection
Features
Benefits
Automated, scheduled backup
Prevents loss of data due to theft,
hardware failure, or accidental
deletion.
Self-service restore
Ability to quickly recover lost data.
Encrypted and compressed backups Confidentiality of data is protected.
SAS-70 Type II data center
Reliable and secure physical
Email Services and Secure File Transfer
Portal
Standalone versions of hosted email services, and a service for securely
sharing documents to large to send in email.
Product
Benefits
Email archiving
Backups for regulatory
compliance and e-Discovery
requirements.
Email encryption
Protect confidentiality of
sensitive information.
Secure file transfer portal
Protect confidentiality of
EarthLink Business IT Services
Corporate Website
IT Services Sales Toolkit
•
Sales Guides
•
Customer Facing Presentations
•
Product Collateral
•
Case Studies
•
Training Courses
•
Competitive Information
•
Industry Learning Links
Sales Procedure Overview
Solution is proposed to customer with ITSC, AE and SE
ITSC will design & quote the solution. The solution will be reviewed with SE/AE
Send COP form to [email protected]
Fill out the Customer Opportunity (COP) Form with SE
Engage your SE and qualify the IT Services Opportunity
Post Contract Implementation
•
Onboarding specialist enters order into MOSS & scans contract into
system
•
Internal project meeting is held to assign Project Manager
•
Project Manager develops a preliminary project plan
•
Customer call is scheduled to discuss implementation plan
•
Weekly implementation review meetings are conducted with
customers on an as needed basis
•
SOC manages, monitors & supports system to ensure all tasks are
completed
•
Completed order notification letter is sent out to customer upon
completion
•
Customer receives invoice from the MOSS system
Support Process
IT Services Support S u p p o rt E-mail Level 1 Support resolves issue andsends correspondences back to customer via e-mail
Level 1 Tech Escalate to a level 2 Tech
Customer Service Opens up TT
Customer Service chooses the appropriate dept to forward e-mail too
for level 1 support
The Customer Service Rep reviews TT and assigns Dept, Category,
Severity & Scope in dropdown. Customer Initiates a e-mail
at Support@EarthLinkIT. com or calls 1-800-957-4872 TT is automatically generated in MOSS from customer e-mail TT system automatically sends customer e-mail notification that TT
has been rec’d
End NOC/SOC
Manager reviews tt are being worked
daily
Gather Account authorized
contacts, customer acct number & Pin Customer Service
Rep escalates to Level 1 Tech and replies to TT notifying
customer ticket has been escalated to Level 1 support and sets ticket status to
in-progress
Level 1 support verifies category, severity and scope is
correct and If not they will set sub category
Level 1 Tech replies to TT notifying ticket has been escalated to
Level 2. and keeps ticket in-progress
Customer Services Rep. resolves TT and
sends correspondences back to customer via e-mail Yes
No
Level 2 Tech resolves issue and sends correspondences back to customer via e-mail
NO TF Number Is it a simple TT and can be resolved by Customer Service Rep?
Can level 1 Support complete ticket?
Setting Customer Expectations
•
Separate IT Services Invoice
•
IT Services Welcome Letter
Do you have your
internet access from
a central location or
does each location
have internet access?
If internet access is at multiple locations, the IT staff will need to maintain multiple firewalls and consistently enforce the security policies across all
these firewalls.
We offer different managed firewall options that will be best for internet access that is centralized
versus distributed.
Identifying Managed Firewall
49
Do you have your
internet access from
a central location or
does each location
have internet access?
If internet access is at multiple locations, the IT staff will need to maintain multiple firewalls and consistently enforce the security policies across all
these firewalls.
We offer different managed firewall options that will be best for internet access that is centralized
versus distributed.
Identifying Managed Firewall
Who monitors your
firewall? And much
time is spent to ensure
the firewall is running
properly?
Do you have a firewall?
How old is it? Or how
are you protecting
against new threats
from the internet (web
browsing & email)?
A firewall is essential to doing business on the internet. If you do have a firewall, who monitors it and are there
people that can ensure that the firewall is effectively protecting your corporate data.
If it is older than 3 years, it may not be as effective in preventing current threats and attacks to your corporate
environment.
If on staff IT – do you have the time and expertise to ensure that your firewall policies are
tested to ensure effectiveness?
If they don’t feel there is sufficient staff or they don’t have expertise in managing their firewall
or they don’t have a firewall, an opportunity
exists
Identifying Managed Firewall
51
If no, customer already has a single
appliance/device that handles all the firewall functions. Then probe for
. . .
Do you have separate appliances for web content filtering, intrusion
prevention (IPS), and antivirus/anti-spam (AV/AS) at your corporate
internet perimeter?
If yes, this is an opportunity for Managed Firewall. Managed Firewall (FW) is a single appliance that includes
AV/AS, web content filtering & IPS. Managed Firewall options are premise, network or data center managed
firewalls.
Or if one of the devices is end of life, with Managed Firewall, we can turn on only the feature that is needed,
ie content filtering or IPS or all the features.
Do you have a business continuity or disaster recovery plan should the office be unavailable
or unreachable? Offer Remote Data Protection.
•
Customer with ELNK MPLS and 25+ locations and interested in
centralized internet access, position
Hosted Network
Firewall
service.
•
Data Center Managed Firewall
for customers purchasing
any of our hosting services. ITSC will help you determine if
customer needs shared or dedicated managed firewall service
•
Customer Premises Managed Firewall
, for customers that
have multiple locations, branch locations or their own data
center where they would need a firewall at their premise.
– any business that stores or processes credit cards will need to keep this
environment behind their firewall ( so opportunity for premise based managed firewall).
– we can also manage almost any customer owned firewall at their location.
53
How do you protect
your corporate
environment from
threats from your
remote users?
Do you have users that
need to access
corporate resources
while traveling or
when working
remotely?
If yes, secure remote access provides authenticated, encrypted, access to corporate
LAN/WAN via the public Internet.
If no, probe for other services such as Laptop Security.
Our solution can ensure remote devices are in compliance with your security policies for the latest AV signatures and web content filtering.
Identifying Secure Remote Access
How and when do
you implement
vulnerability and
system software
patches?
How many users
do you have? How
many dedicated IT
staff?
If the IT staff is managing so many devices they can’t keep track of them all, this would indicate a need for Asset Management (AM). AM is a tool to
audit and inventory all the devices & software. Basic level is self service, for your IT staff to use,
or you can offload this activity for ELNK to manage.
With Asset Management, you can schedule patches during off work hours and push these
patches to all the devices.
Identifying Asset Management
Are users complaining
about slow
performance?
When you
implemented these
patches, has the patch
impacted production?
Have you had to roll
back a patch?
If a patch has been implemented in production, a roll back can easily be done from a central console
with Asset Management
With Asset Management, you can pull a disk utilization report to identify the amount of CPU & disk
space per device to determine which devices need technology
refresh or upgrades.
If no, see next page.
Identifying Asset Management
Do you know if any
workstations or
laptops contain
unlicensed or
unapproved
software? How do
you keep track?
If you do not know what you have on your workstations & laptops, Asset Management will enable you to easily audit all devices and track all
software and its associated versions. This will enable you to ensure compliance.
If yes, probe for other services.
Identifying Asset Management
57
Encrypted hard drive. . . Even if it is not connected to
the internet . . .
Remotely wipe the hard drive clean
What is stored on corporate laptops? Customer contracts, customer billing information,
HR lists, passwords?
If you have proprietary and confidential information on corporate laptops, Laptop Security can protect that information
should that laptop be lost or stolen.
If the laptop does not log in after a specified time, the hard drive is programmed to be wiped clean. The specified time is determined by
your corporate policy.
When a laptop is reported lost or stolen and it has the Laptop Security service, the hard drive will be wiped clean as soon as the device
connects to the Internet. This will render the laptop useless.
As an added measure, the data on the hard drive is encrypted, so should this device get into the wrong hands, the data will be unreadable.
Enforce AUP for
remote devices
Do you have an
Acceptable Use
Policy (AUP)?
What regulations
do you need to
comply with?
If customer is regulated by HIPAA, GLBA, SOX and an employee loses his corporate laptop, it is critical
that corporate data needs to be destroyed so data cannot be accessed. This can be done with Laptop
Security.
With Laptop Security, you can enforce your AUP even when users are working remotely. If yes, how do you
enforce your AUP?
If no, highly recommend an AUP be created to protect corporate assets
and assure compliance.
Laptop Security
59
If one of your senior
executives loses
his/her corporate
laptop, how would it
impact the business?
If your office or data
center was destroyed
in a natural disaster,
how long would it
take to recover?
If your workstations or
servers have a hard
drive failure, how do
you recover the data?
If you have an existing backup solution, have you tested it?
Do your end users have ability to recover their own data? Remote Data Protection allows end users to recover their own data easily through
the customer portal.
Has he/she backed up their data? Would you be able to find these files? Remote Data Protection, provides backup for servers, desktops and laptops. Data is backed up via the Internet and is encrypted and stored in a remote data center for easy access
should a device be stolen or lost.
If you have it all covered, have you tested your back up solution? If no, Remote Data
Protection is key piece of your disaster recovery plan in addition to virtualization. If
yes, how about your individual laptops?
