Why do many managed services relationships fail? And fail again? Both organizations need to be aligned up front and hold hands during onboarding. This presentation covers the top five focus areas. Many MSSP relationships are doomed at the onboarding stage when an organization first becomes a customer. Given how critical these early stage activities are to your partnership, it's imperative to understand the top five areas of focus: technology deployment (the easy part, getting the tech running); the call tree (who do I wake up at 3 a.m.?); process sync (the fun part: mutual synchronization on who does what and when); access, access, access (you need access to do something); and the context of technology (the need to understand your shop). What you’ll take away: Understand proven success criteria for successful outsourcing of security operations Learn how to align security technologies to security processes, and the key focus areas of security operations Access to key checklists and charts to drive onboarding of managed services An understanding of specific terms and conditions that need to be included in data-related contracts under applicable laws Discover how other organizations have succeeded and failed in MSSP relations

2. MSSP Couples Counseling
“It’s Not You It’s Me”
Atif Ghauri
Chief Technology Officer

3. The Odds Are…
a) You’re currently using an Managed Security Services
Provider (MSSP)?
b) You’re looking for an Managed Security Services
Provider (MSSP)?
c) And you may have even fired a Managed Security
Services Provider (MSSP)?

4. Agenda
• Why engage a Managed Security Services Provider (MSSP)?
• Case Study – The Struggles of Bob and Alice
• MSSP Focus Areas
1. Technical Capabilities
2. Operational Readiness & Onboarding
3. Alerts, Investigation, Response
4. SLAs and Contract Terms

5. Why engage an MSSP?
• I don’t have the bodies
– Painful to do 24x7x365
– Brains onsite, muscles offsite
– Cannot scale team with business
• I can’t find or retain the skills
• I want the Network Effects
• I need it now!

6. Come in and have a seat on the sofa…
The Struggles of Bob and Alice

7. Meet Bob
Snapshot
– Anxious Account Manager @ Global MSSP
– Personally manages dozens of customers
– Incented on SLA adherence and customer sat
– Competent but over-stretched
Bob’s Complaints
– “I’m still waiting for XYZ requirements”
– “You don’t show up to meetings”
– “You only talk to me when it’s an emergency”
– “I need your attention”

8. Meet Alice
• Snapshot
– Crafty CISO of Major Retailer
– Small team of engineers
– Budget increasing but no headcount
– Multiple “strategic partners”
– Has little influence over business units
• Alice’s Complaints
– “You use to ask me how I’m doing”
– “You don’t show me things anymore”
– “Why do I have to ask for everything? You should know!”
– “You use to give me more attention”

9. Bob and Alice’s Story (in 90 seconds)
http://www.jasonheadley.com/INATN.html

10. What’s the nail? (Blind Spots)
Bob the MSSP
•Incented to ‘set and forget’
•Wants to get paid quickly – rush
onboarding
•Demands requirements but isn’t
proactive
•Missing Alice’s business context
•Meets SLA and that’s it
Alice the Client
•Minimal organization influence
•Outdated technology with default
configs
•Doesn’t have access to stuff herself
•Doesn’t know what do to with an
escalation

11. Let’s Talk Managed Services

12. Focus Area #1
Technical Capabilities

13. What logs to collect (Initially)?
Low Hanging Fruit
– Firewall
– Active Directory
– IPS
– Critical Servers
– Anti-Virus
Possible Added Value
– Application Logs
– DB Logs
– Security Devices (URL, DLP, WAF, Endpoint)

14. What logs to collect (Eventually)?
Core Security
•Access Control / Auth Server
•Analysis
•Anti Virus
•Application Firewall
•DLP
•Firewall
•IDS / IPS / Other Intrusion
•Physical Security
•VPN
•Vulnerability / Asset Scanner
Host
• Application Servers
• Load Balancing
• Mail
• Mainframe
• Midrange
• Unix /Linux
• Virtualization
• Web Servers/Proxies
• Windows / Apple
Network and Storage
• Application Delivery
• Configuration Management
• Messaging
• Routers
• Switches
• Wireless Devices/Access Points
• Database
• Document
• Storage/File Server

15. Big Data Analytics Improving Context
Traditional SIEM
•Rules based environment
•Linear detection of logs for
incident reporting
Big Data Analytics
•Seeks anomalies to correlate
•Examines entire environment for log
relationships
•Tracks unusual activity working
backwards to context
Actively investigate anomalies and provide context around incident detection.

16. Anomaly Detection
Proactively identify the unknown through machine based learning to identify data pattern
changes. Alert Trending creates a visual context for the behavioural anomalies.

17. Threat Analytics

18. Dashboards vs Reports

19. Focus Area #2
Operational Readiness & Onboarding

20. Do you have your house in order?
CSIRT Ready – Is Incident Response defined, documented, practiced?
Asset Classification and Owners – Defined and updated?
Ticket Pile-Up – How reactive are IT and Product teams to findings?
War Games – When was the last table-top IR exercise?
Response Procedures – What will we actually do when attacked?

21. What happens during onboarding?
Onboarding is conducted using systematic processes with detailed operational readiness checklists
Operational Item Description
Develop detailed project plan Define a comprehensive project plan including stakeholders, timelines, and key assumptions/risks
Asset list Document the asset list of record including serial and version numbers
Architecture documentation Define reference implementation architecture including security zones, network information, and management interfaces
Account creation for the operational team Catalog the authorized users and account permission levels including the approved process to provision and manage
system accounts
Run and Build Books Establish operational run books for managed technologies
OS and application are up-to-date Validate the operating systems are updated and have the appropriate licensing defined
Endpoint Catalog Documentation of valid end-points and procedures for adding and removing endpoints into protection scheme
Establish Health Monitoring Assure visibility into the system health of the managed devices to provide up/down reporting
Provide appropriate ticket system access Assure access to the system and appropriate permissions exist to manage tickets as defined in SLAs
Complete Escalation Process Document Document the end-to-end escalation tree for primary, secondary, and backup contacts for all levels of agreed upon service
descriptions
Production Readiness Plan the cutover deployment timing and relevant stakeholders to approve transition rollback criteria

24. Six Onboarding Best Practices
1. Define “notable event" vs "incident" based: Disruption, Degradation,
Nuisance
2. Build work products such as asset lists, critical applications, SEV priority
3. Vulnerability scoring definition
4. Defined ownership of process and escalation
5. Poor man’s owner lists: use top users, emp directory, last logon
6. Agreed upon operational readiness checklist

25. Sample Operational Readiness Checklist
• How many users on the network?
• What is the make model of each appliance and the management server?
• Are any of the appliances near eol?
• Any unresolved support issues with the manufacturer?
• What policies are in place today? Fim? Ips? Firewall?
• What new policies are required?
• Are the devices strictly firewall only, or multi-purpose/next-gen?
• Are there other features enabled? AV, IPS, email GW, web proxy/GW?
• How many physical appliances are in-scope for managed services?
• What is the location of each appliance? Head office? Main data center?
• Any new physical or virtual interfaces on existing platforms to be operationalized?

26. Focus Area #3
Alerts, Investigation, Response

27. Fundamentals of SecOps
• Detection
• Evidence Collection
• Containment
• Forensic Analysis
• Remediation
• Communication
Mr. Fundamental

28. It’s all about the use cases
1. Identify and Analyze MVAs (Most Valuable Assets) and
HBIs devices (High Business Impact)
2. Model use-cases around your MVA and HBI devices
3. Use cases will tell you what logs you need (not the
opposite)
4. Then pick the tech to implement use cases

29. Six Best Practices for Use Case Dev
1. First Things First - Ensure critical conditions produce notification
2. Environment Centric - Build alert rules specific to environment and
requirements
3. Fluid Thresholds - Ensure appropriate thresholds are applied to reduce false
alarms
4. What and Why - Know what event sources are logging to the SIEM and why
5. What’s most important - Categorize alerts according to severity levels
6. Track Them All - Ensure non-critical events are excluded from notification but
reviewed

30. Sample Use Case References
• What situations keep you up at night?
• What alerts and reports do you expect to get from the SIEM?
• Will the platform be managed internally or outsourced?
• Is there a list of all devices/assets to be monitored by the SIEM? Which are most critical?
• Which devices are natively supported by the SIEM and which ones require a custom
parser?
• Is the SIEM required to meet some form of compliance (e.g. HIPAA, PCI, SOX)?
• How are the monitored devices geographically dispersed?
• How do asset owners (of the monitored devices) feel about an agent versus agentless
solution?
• What devices need to send logs to the SIEM in order to get those alerts and reports?
• Is there a requirement to incorporate network data elements into the SIEM?
• If managed internally, what training options does the vendor provide and who exactly
will be managing/monitoring/maintaining the solution?

31. Sample Use Case References
Popular SIEM Starter Use Cases
AlienVault SIEM Use-Cases
SANS Critical Security Controls ***
NIST 800-53 ***
***Not purely use cases, but great source to help brainstorm

32. Focus Area #4
SLAs and Contracts

33. Do’s and Don’ts
• Don’t do a POC of MSSP
• Do unannounced VA scans and pen tests
• Don’t have 5 minute SLAs
• Do provision enforceable SLA penalties
• Don’t just default on a one-year contract
• Do define success with simple KPIs

34. In Closing, a bit about Herjavec Group

35. Information Security Is What We Do
We provide Information
Security Solutions
for Enterprises globally.
Our expertise includes:
•Consulting & Compliance
•Product and Service Delivery
•Security Management
•Incident Response
Recognized for our Flexible & Agile
Managed Services practice which
includes
On Prem, Cloud and Hybrid models.
One of North America’s fastest growing
technology companies. Successfully scaled
to service enterprises globally with
customers across NA, EMEA & APAC.
RANKED # 2 ON CYBERSECURITY 500
Global ranking of information technology providers,
integrators and managed services companies.

36. We Manage 24.7.365.
Herjavec Group can administer, maintain, support, and monitor your security technology 24.7.365.
• Designed for large, complex, multi technology
• enterprise environments
• Relevant alerts & Regular reports
• Big Data Analytics
• 24/7/365 hot-hot, geo redundant site to site VPN access
• Threat Intelligence & smart filters
• Flexible ticketing systems
• Minimize risk of false positives
• SOC 2 Type 2 certified

37. Thank You

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(we really want to know!)
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