Transcript IT security's place in the world

Webcast
The Title
Role of Security in IT Service Management
The Role of Security in IT Service Management
December 19, 2006
2:00pm EST, 11:00am PST
Speaker:
George Spafford, Principal Consultant, Pepperweed
Consulting
© 2006 Jupitermedia Corporation
The Role of Security in IT Service Management
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The Role of Security in IT Service Management
Main Presentation
© 2006 Jupitermedia Corporation
The Role of Security in IT Service Management
Agenda
• How to view security in the world of ITSM
• Risk Management and Controls
• Why security plays an important role in Service
Delivery and Service Support
• Where there are resources to learn more
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The Role of Security in IT Service Management
The Goal
Accounting
Manufacturing
Organizational Goal
Human Resources
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Sales
Customer Service
The Role of Security in IT Service Management
What ITIL Represents
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ITIL is the de facto standard approach towards IT Service
Management (ITSM)
It is about IT delivering quality services that meet the needs of the
organization
IT services enable business processes that, in turn, enable the
business to meet goals
The management of risk to attain goals is essential
Security is a key stakeholder in requirements definition
Security requirements are business requirements!
– Security in support of X service
– Security in support of the enterprise
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The Role of Security in IT Service Management
Each Functional Area Has Objectives that Support the
Goal
Accounting
Manufacturing
A1. Financial Reporting
Organizational Goal
A2. Employee Tracking
A3. Customer Tracking
Human Resources
Sales
Customer Service
Examples:
A1 – “Provide accurate and timely financial reporting data for the public and internal decision
making.”
A2 – “HR will track timely and accurate vital information about employees including key dates,
training, performance, skills, and benefits. ”
A3 – “Customer service will ensure that all customer master profiles are current and accurate.”
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The Role of Security in IT Service Management
IT Provisions Services That Add Value and/or
Mitigate Risks
Accounting
Corporate ERP
Manufacturing
Spreadsheets
A1. Financial Reporting
Organizational Goal
Corporate ERP
CRM System
A2. Employee Tracking
A3. Customer Tracking
HR System
Human Resources
Sales
IT in support of X business service …
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Customer Service
Webcast
The Title
Role of Security in IT Service Management
Why is risk management so important?
Limited Resources and Seemingly Unlimited Risks!
US companies are adopting a risk based approach and going after what
matters most in order to be sustainable. It makes sense to spend $1,000
to safeguard $1Billion but not to safeguard $100. Understand and
prioritize risks to focus compliance efforts.
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The Role of Security in IT Service Management
Formal Risk Management
• Formal risk management needs to be
implemented, ideally at the enterprise level, to
ensure that organizational risks are identified and
properly managed.
– IT needs risk management to prioritize mitigation efforts and
to help facilitate discussions with senior management
– Senior management can use risk management to
understand risks to objectives, the current risk levels and
prioritize investments intended to mitigate risks
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The Role of Security in IT Service Management
If a risk doesn’t map to objectives and goals, then does it
matter?
Accounting
Manufacturing
NO
Organizational
Goal
Human Resources
Sales
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Customer Service
Webcast
The Title
Role of Security in IT Service Management
One challenge is how to prioritize hundreds, if not
thousands, of risks.
Risks need to be quantified to facilitate ranking.
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The Role of Security in IT Service Management
Quantifying Risk
• Simple approach is to use Likert (1-5) scales to develop ordinal
ranking
• Inherent Risk Score = Probability x Impact
• Residual Risk Score = IRS x (100% - % Mitigated)
• If nothing has been mitigated, RRS = IRS
• Management defines what level of RRS is acceptable
• How do you factor risks to objectives with varying importance?
One method is multivariate risk models.
– Weighted Average IRS = Probability x (Risk 1 weight x impact) x (Risk 2
weight x impact) x ….
• Note – Risk Management is an exercise in objective subjectivity
hence the need to get buy-in on the model and scores/values
used
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The Role of Security in IT Service Management
A Spreadsheet-based ERM Model
Risk Workbook
Updated: MM/DD/YYYY
0.25
ID
Description
Affected CI
1
2
3
4
5
This is a sample risk
Data center fire
Virus on fileserver X
Firewall breach Due to open port
Default passwords on AS400a1
00-000-1234
10-001-0001
20-010-0123
20-020-0022
20-020-0001
Category Found by
IT
IT
IT
IT
IT
Bob
Tom
Sara
Bob
Greg
Date
Found
11/02/04
01/10/05
01/10/05
01/10/05
02/15/05
Weights for each objective area
0.25
0.25
0.25
Probability Strategic Operations Reporting Compliance
3
2
4
4
3
2
3
2
2
2
5
5
4
4
3
5
5
3
4
4
5
5
3
4
4
Inherent
Impact
Inherent
%
Risk
Mitigated
Score
4.25
4.50
3.00
3.50
3.25
12.75
9.00
12.00
14.00
9.75
Probability
Use 1-5 scale but be sure to define it
1 Could happen in the next year but very unlikely
2 Could happen in the next year and has 25% odds
3 Could happen in the next year and has 50% odds
4 Could happen in the next year and has 75% odds
5 This will happen in the next year
You will need to define the scales for each of the four impact areas. The provided
scales are for reference only.
1
2
3
4
5
Impact to Strategy
Use 1-5 scale but be sure to define it
Will cause minor disruption to a supporting objective.
Will cause a major disruption to a supporting objective
A key objective will be minorly disrupted, but within the risk tolerance.
A key objective will be majorly disrupted and move outside the risk tolerance.
A key objective will not be remotely obtained.
Impact to Reporting
Use 1-5 scale but be sure to define it
1
Will cause minor disruption to reports
2
Will cause a disruption to reports but can be recovered.
3
Will cause a major disruption to reports
4
Will disrupt reporting and take significant effort to recover.
5
Will halt reporting and trigger an investigation.
1
2
3
4
5
Impact to Operations
Use 1-5 scale but be sure to define it
Will cause minor disruption to a department and/or cost less than $10,000
Will disrupt a department for up to 8 hours and/or cost up to $50,000
Will disrupt a facility for up to 8 hours and/or cost up to $75,000
Will disrupt a facility for an unknown period of time and/or cost up to $100,000
Will disrupt business and/or cost at least $150,000
Impact to Compliance
Use 1-5 scale but be sure to define it
1
Will cause a minor compliance issue but not a deficiency.
2
Will cause a deficiency.
3
May cause a deficiency and trigger disclosure
4
May cause a significant deficiency and trigger disclosure
5
Will cause a material weakness and trigger disclosure
Note, this spreadsheet model is at http://www.spaffordconsulting.com/Risk_v5.xls
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20%
40%
50%
0%
50%
Residual Residual
Impact
Risk
Score
3.40
10.20
2.70
5.40
1.50
6.00
3.50
14.00
1.63
4.88
Webcast
The Title
Role of Security in IT Service Management
In response to risks we implement controls
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The Role of Security in IT Service Management
What Are Controls?
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Controls limit variation around the attainment of objectives. In the case of
SOX, we need controls that reasonably assure the integrity of the financial
reports.
All processes contain an inherent level of variation that can not be
eliminated.
Only put in enough controls to lower the residual risk to a level that is
acceptable to management.
Controls can be
– Manual – Meaning they take a person to perform without automation.
– Automated – Meaning that technology is used to enable the process
partially or entirely.
– Important Note – In accounting terminology, an automated control is a
control that is embedded in a system such as bounds checking, audit trails,
workflow, etc.
Three broad types
– Preventive Controls – Intended to stop a future transgression. Examples
– policies and procedures
– Detective Controls – Attempt to find out about an event that has already
happened. Example – Log review
– Corrective Controls – Aimed at restoring the last known good state.
Example – Restore from tape
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The Role of Security in IT Service Management
Use Controls to Manage Risk to Objectives and Goals
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Risks cause variation around the
achievement of objectives and
goals
Some variation is always present
and inevitable
By implementing processes with
adequate controls, we strive to
create a reasonable assurance
that we can attain our objective
Controls are found in
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The services IT maintains and provisions
Within the applications users access
Examples: Unique user IDs and
passwords, password complexity,
scheduled account reviews, firewalls,
IPS/IDS, antivirus, generators, UPS,
Security Event Management tools,
etc.
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UCL
MEASUREMENT
•
Mean
LCL
TIME
The Role of Security in IT Service Management
Control Objectives for Information and related Technologies (COBIT)
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Maintained by the IT Governance Institute (ITGI), which is part of the
Information Systems Audit and Control Association (http://www.isaca.org)
ISACA started in 1967, has over 50,000 members in over 140 countries.
Essentially, COBIT is the de facto reference for IT Controls. Nothing else quite
like it exists.
Four domains
– Plan and Organize – Strategy, Tactics, Vision
– Acquire and Implement – Identification, Development, Purchase,
Implementation
– Deliver and Support – Security, Continuity, Management of Data, Operations
– Monitor and Evaluate – Assessments and Audit
34 High-Level Control Objectives
Over 300 Detailed Control Objectives
Example:
– Domain: Deliver and Support
• High Level Control Objective – “DS5 Ensure Systems Security”
– Detailed Control Objective – “DS5.1 Management of IT Security”
– Detailed Control Objective – “DS5.2 IT Security Plan”
– Detailed Control Objective – “DS5.6 Security Event Definition”
– …and so on
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Webcast
The Title
Role of Security in IT Service Management
Security is a Risk Mitigation Process
We implement security controls commensurate
with risk to safeguard objectives and goals
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The Role of Security in IT Service Management
Appropriate PPT Blending
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A process is a course of action with an intended result
Technology has been the mainstay of Information
Technology
– Technology can’t fix all of our problems!
The need to find and retain qualified people is known,
but not always stressed enough
– They need adequate training
– Segregation of Duties
– Cross-training/backups
What hasn’t received as much attention are the
processes
– Leveraging best practices
– A focus on quality management
– Continuous Improvement Processes
Any technology can be rendered ineffectual by poor
personnel and process choices
– Very true for security as well as other processes
Our results will depend on our ability to properly blend
people, processes and technology into the required
solution based on the needs of the business and tied to
supporting/protecting functional area objectives and
organizational goals
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Outcomes
People
Webcast
The Title
Role of Security in IT Service Management
You can have processes without adequate controls,
but you can not have an effective and efficient
control environment without good processes.
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The Role of Security in IT Service Management
Service Support, Delivery & Security
Service Level
Management
Incident
Management
Problem
Management
Service Desk
Function
Control
Processes
Release
Management
Change
Management
Configuration
Management
Capacity
Management
Availability
Management
IT Financial
Management
IT Service
Continuity
Management
IT Security
Management
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The Role of Security in IT Service Management
Change Management
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IDC – 80% of network availability issues caused by human error
CompTIA – 60% of breaches are caused by human error
Change management is a risk management function that assesses
the potential impacts of a change to the organization
Security should:
– Sit on the Change Advisory Board (CAB)
– Review change requests
– Review changes that are rolled back
– Review unauthorized changes for security events
Security must work through Change Management and not around
it
– Ideally through operations and not direct
– Quis custodiet ipsos custodes – Who will guard the guards?
– Never forget about human error!
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The Role of Security in IT Service Management
Configuration Management
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Focuses on tracking and documenting configurations and then providing this
information to other areas
Configuration tracks relationships to understand who is affected and assesses
impact.
Enables the control of configuration items by monitoring, maintaining and
verifying
– Resources
– Status
– Relationships
Security is a consumer of Configuration Management
– Infrastructure details
• Relationships
• IT and Business Owner Contact information
– User profiles
– Incident records (alerts + manually logged)
– License information (if tasked with tracking down unlicensed information)
– Reviewing security configurations
– Security logs / records
– Review of CMDB access levels
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The Role of Security in IT Service Management
Service Level Management
• “The goal for SLM is to maintain and improve IT Service
quality, through a constant cycle of agreeing, monitoring
and reporting upon IT Service achievements and instigation
of actions to eradicate poor service – in line with business
or cost justification.” – ITIL Service Support
• Concerned with understanding the customer/organization’s
security requirements for each service – SLM negotiates
service security levels based on input from the security
function
• The SLA defines security requirements
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The Role of Security in IT Service Management
Incident Management / Service Desk
• Concerned with restoring service as quickly as
possible
• Alerts should route into Incident Management,
not pagers
– Key is to manage alerts, not fire and forget
– Need consistent handling
• Security needs to help IM with
– The development of incident call scripts and workflow
– The identification and proper coding of security incidents
– Processing of security related Incidents
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The Role of Security in IT Service Management
Problem Management
• Determination of root cause of actual and
potential incidents and, where it makes business
sense, eliminate it.
• Security involved with problem teams to establish
solid solutions
– Working on security related problem ticket
– Ensuring that proposed solution doesn’t compromise
security
• Security opens problem tickets for Problems
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The Role of Security in IT Service Management
Release Management
• Ensures the quality of releases into production
via formal checks. Spans from development
through testing to operations
• Security will define what the security
requirements of releases will be
– Controls in a service
– Testing of controls
– Documentation of controls
• Security will check on the contents and security
of the Definitive Software Library (DSL)
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The Role of Security in IT Service Management
Capacity Management
• Tasked with translating business capacity
requirements into IT service and then
Configuration Item (CI) resource requirements
• Ensure that security is factored into capacity
requirements
• Ensure that capacity constraints don’t cause
vulnerabilities
– Out of disk space errors causing untrapped script failures,
etc.
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The Role of Security in IT Service Management
Availability Management
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To understand the Availability needs of the business and to
continuously strive to improve
Availability is a/the key element of Customer satisfaction
You can not have sustainable high-availability without fundamentally
sound security
Availability Management contributes to the Security Policy
Availability Management advises SLM on all Confidentiality,
Integrity, and Availability (CIA) issues
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The Role of Security in IT Service Management
IT Financial Management
• Budgeting, Costing, Charge backs and Value for
IT services
• Security measures need proper budgeting,
costing, etc.
– ROI is often ex post facto – in the value is often only
“provable” after an event
– Security of the ITFM services
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The Role of Security in IT Service Management
IT Service Continuity Management
• Defines how IT will support the Business
Continuity Plans (BCP) of the organization
• A disaster may create/exacerbate vulnerabilities
• Security needs to understand and approve the
security implications of the ITSCM plans
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The Role of Security in IT Service Management
Are compliance, security and operations
mutually exclusive?
Of Course Not!
Operations
Security
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Compliance
The Role of Security in IT Service Management
Continuous Improvement Is Key
• Like any process, you
must pick a place to start
and begin
• As you gain more
experience, evolve the
various aspects of security
as the organization
matures
• Be sure to tie security
activities to functional area
objectives and
organizational goals
© 2006 Jupitermedia Corporation
Where do we want to be?
Vision and Objectives
Where are we now?
Audits / Assessments
How do we get to where
we want to be?
Process Improvement
(Leverage Best Practices)
How do we monitor
Progress?
Metrics and Critical
Success Factors
* Adapted from ITIL Service Support Graphic
Webcast
The Title
Role of Security in IT Service Management
Additional Resources
© 2006 Jupitermedia Corporation
The Role of Security in IT Service Management
IT Infrastructure Library (ITIL)
• Office of Government Commerce
http://www.ogc.gov.uk/guidance_itil.asp
• British Educational Communications and Technology
Agency (BECTA)
http://www.becta.org.uk/tsas
• ITIL Open Guide
http://www.itlibrary.org/
• Microsoft’s Operations Framework (MOF)
http://www.microsoft.com/technet/itsolutions/cits/mo/smf
• IT Service Management Forum
http://www.itsmf.org
© 2006 Jupitermedia Corporation
The Role of Security in IT Service Management
The IT Process Institute
• Maintained by the Information Technology Process Institute
(http://www.itpi.org)
• Visible Ops leverages ITIL and is prescriptive
– Change Management is key, as is reduction in variation and integration
of process areas
– It is split into three project phases to start
• Phase 1 – Stabilize the Patient
• Phase 2 – Catch & Release and Find Fragile Artifacts
• Phase 3 – Create a Repeatable Build Library
– Phase 4 – Continual Improvement – is the start of a process.
– Published June 2004
– Over 50,000 copies sold primarily by word-of-mouth recommendations
• ITPI Controls Benchmark Study
– Scientific study of what controls really matter
– From 300 to 68 to a core 21 foundation controls
– Highly recommended!!
© 2006 Jupitermedia Corporation
The Role of Security in IT Service Management
Other Best Practice Sources
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Australia Standard 4360 Risk Management http://www.riskmanagement.com.au/
British Standards Institute (BSI) - http://www.bsonline.bsi-global.com/
Carnegie Mellon’s Software Engineering Institute (SEI) http://www.sei.cmu.edu/
Computer Emergency Response Team (CERT) - http://www.cert.org/
COSO ERM - http://www.coso.org
Federal Financial Institutions Examination Council (FFIEC) –
http://www.ffiec.gov
International Organization for Standardization (ISO) – (ISO 17799 and 27000 for
security) - http://www.iso.ch
ISACA – COBIT- http://www.isaca.org
OECD Guidelines on Information Security http://www.oecd.org/document/42/0,2340,en_2649_34255_15582250_1_1_1_1,00.html
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The Systems Security Engineering Capability Maturity Model –
(SSE-CMM) - http://www.sse-cmm.org/index.html
The Institute of Internal Auditors - http://www.theiia.org
US General Accounting Office (GAO) – http://www.gao.gov
US National Institute of Standards (NIST) - http://www.csrc.nist.gov/
© 2006 Jupitermedia Corporation
Webcast
The Title
Role of Security in IT Service Management
Thank you for the privilege of facilitating this webcast
George Spafford
[email protected]
http://www.pepperweed.com
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The Role of Security in IT Service Management
Questions?
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The Role of Security in IT Service Management
Thank you for attending
If you have any further questions, e-mail
[email protected]
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