Criticidad de la Gestión Integrada del Service

Desk para S21sec

Laurent Dufour

Director de Organización y Sistemas de Información

S21sec

Mainroad Event, Lisbon

April 10, 2013

// INDICE

1 2 3

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S21sec

corporate

presentation

SOC/CERT, the

Managed

Security

Services unit

¿How do we operate this business model in a costly and timely effecient manner?

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// S21sec corporate presentation 01

THE WORLD IS

MOVING FAST,

SECURITY FASTER.

S21sec

13 years experience in the

business of security.

Incident prevention

and response

24x7x365

Protection against all types of

cybersecurity threats

Comprehensive

Security Management

Multinational firm providing digital

security services and technology.

Expansion and globalization

8 offices in Spain

6 offices worldwide

Commercial

partnerships in different

countries

We’re involved in

projects in 26

countries in Europe, the United States,

Latin America and the

Middle East

Sectors we serve

20% of the Dow Jones

Euro Stoxx 50

companies

60 financial institutions

» Public administration

» Health

» Defense

» Education

» Critical infrastructures

» Energy

» Industry

» Pharmaceuticals

» Banking and finance

» Insurance

» Telcos and Internet

» Media

» Entertainment

» Tourism

» Distribution and logistics

A team specializing in security

300 strong Internationally recognized

certified security

experts.

100% dedicated exclusively

to security.

Our centers

Pioneering cybersecurity

centers and labs

• S21sec labs

• S21sec CERT

• S21sec intelligence center

• S21sec institute

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// SOC/CERT the Managed Security Services unit 02

While you focus on running your

business our experts manage your security

CERT

Proactively manage security risk, monitor compliance with regulations and industry standards, and identify, analyze and mitigate the impact of security threats with S21sec’s 24x7x365 CERT services.

» Device monitoring

» Perimeter security device management

» Response to security breaches and computer crime

» Automated vulnerability analysis

» Technical security support

» Anti-fraud cloud services: detection, screening and incident closure

Services

» Security Operating Center (SOC) our bunker from which we operate.

• Maximum level of security and

confidentiality • 24 hour service • Member of the worlwide SOC

association.

» Computer Emergency Response Team (CERT) geared towards law enforcement authorities

• Optimized process to minimize

response time • World alliance of CERTS • Oficial partners of CERT/CC

(Carnegie Mellon)

Our strength: prevention and protection against

security incidents 24x7x365

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// ¿How do we operate this business model in a costly

and timely effecient manner? 03

Tools and provider

to reach our goal

• Over 75 clients and growing…

• Each client has its own support process including

SLAs, support team, CI’s/Assets, categories,

language etc…

• The goal: one platform for all services and all

customers.

• The trend: the managed security services is the hot

topic of the security industry and is growing steadily.

• Stringent SLAs going from 15’ to Next Business day

• Multi tenancy to accommodate the various BPM of

companies within the group

Business case – General requirements

• We generate the contract as CIs in Service

Desk and the time spent on each ticket

goes against a contract.

• Night shifts and off hour duties are also

managed through tickets against contracts.

• Pack of hours associated with each

contract

Business case – ¿How will I manage time?

Business case - ¿How do we generate tickets?

CLIENT 1 CLIENT 2 CLIENT 3

Hardware

» Goal: To manage on a sole platform the whole portfolio of services we provide our customers with.

• Improve the visibility and

internal reporting of the service

provided to customers.

• Standard and customize

reporting for clients vs unified

reporting for service managers

• Collect feed-back from our

customers through satisfaction

surveys

• Multilingual platform for the

client and for the S21sec

operator

Business case – Visibility and versatility

The design of the solution

Client 1

LOGS

Client 2 LOGS

Client n LOGS

Advantages for S21sec CERT

Synergies of the services and

versatility of the operators

• The same operator can attend

multiple clients

• The analyst can manage several

portfolio of services

• Versatile management of the

clients by the various teams of

specialists.

• SLAs management

Advantages for S21sec CERT

Ease to operate:

• Rapid learning curve since Mainroad technicians have a comprehensive

knowledge of the application ITSM

KNOWLEDGE RESOLUTION

TIME

PROFITABILITY

Business case – Drived by ITIL standards

ITIL processes in place

• Incident management

• Configuration management

• Services catalog

• SLAs

Business case – Figures

Six months into our relationship with Mainroad

• 80 clients running on the same platform with a unique profile for each one

of them

• Over 300 distinct SLAs set up .

• An average of 4.500 security incidents per month

GRACIAS

www.s21sec.com

SPAIN MEXICO BRASIL UK USA

https://s21secnet.s21sec.com/Paginas/Default.aspx