SMS – Security Managed Services

Provide services aimed at ensuring the level of security offered by the Systems / Applications / Devices used in the customer’s IT infrastructure

Meet the aim of PROACTIVE analysis of IT security systems and technologies other than those related to the typical functionalities of UTM devices (IDS, IPS, Web Filtering, etc.)

Introduce the concept of FAULTS management, as the configurations implemented by L&W

Allow the analysis and identification of anomalous behavior due to potential cyber attacks from the internet or intranet

Guarantee protection from recognized and identified vulnerabilities in MS systems that are obsolete or not aligned with released updates

Ensure the correct administration of the backup and DR processes by periodically certifying the outcome and reliability of the backups

SM

Service Manager

SD

Service Desk

SL1

Support Level 1°

SL2

Support Level 2°

SL3

Support Level 3°

REP

Reperibilità

MLW

Antimalware suite management

Check configuration of the antimalware suite (Trend Micro, Fortinet EMS) in compliance with the Best Practices indicated by the Vendors (2 every year)
Signatures management
Off-Line Client management
Alert management – analysis of CRITICAL notices generated by the antimalware suite
Security Policy (administration of permissions on Suite and Client Agent management)
Update software release (no cross-release upgrade) to apply Bug fixes released by the Vendor (4 every year)

SPM

Antispam suite management

Antispam suite configuration in compliance with the Best Practices indicated by the Vendors (2 every year)
Signatures management
Alert management – analysis of CRITICAL warnings generated by the Antispamsuite
Update software release (no cross-release upgrade) to apply Bug fixes released by the Vendor (4 every year)

BUG

Bug management

SL1 + SL2 + SL3 support for the management of anomalies related to policies and configurations created / modified by L&W team

PTCH

Server patching management

Periodic patching management on SERVER systems (Microsoft) (4 every year)
Impact assessment of patching activities with definition and testing on Key Users
Planning activities with the customer and sharing outages

VBTY

Vulnerability management

Periodic scan of Vulnerabilities on Systems, Applications and Devices through dedicated L&W tools (2 every year)
Recognition and identification of Vulnerabilities
Analysis, evaluation and reporting on the state of exposure of the infrastructure and the security levels detected
Sharing of critical issues with the customer and identification of applicable countermeasures
Support with GDPR compliancy

BCK3

Full backup management

Management and record of the infrastructure and backup processes (Logical Layout, Documentation of processes and procedures)
Sample Guest file and Guest OS restore test
Continuous check (8 x 5) on the correct execution and completion of scheduled Jobs (Backup, Copy, Replica)
Alert management – analysis of CRITICAL warnings generated by the Backup suite
Engagement of the SL1 + SL2 + SL3 teams for problem analysis related to the defined backup processes
Sharing the need for improvement on infrastructure and backup processes
Capacity management in relation to the target backup devices
Performance management

SOC

SOC Monitoring

CONTINUOUS (24 x 7) and PROACTIVE (8 x 5) Monitoring Service provided by the S.O.C. of L&W on SECURITY systems
Email notification of the CRITICAL alarms that determine the total or partial blocking of the functionality of the SECURITY Systems
Monitoring the reliability level of SECURITY systems and tools
Data analysis and correlation of Antimalware, Antispam, Patching and Backup systems
THREAT Analysis & Response – analysis and resolution of problems related to cyber threats
MALWARE Analysis & Removal – analysis of malware caught in the data flow

DSR

Incident management

INCIDENT management (10 every year) – Restoration of the Services and Features that have resulted in a total or partial blockage of the SECURITY Systems
Registration, classification and initial support, analysis and diagnosis, resolution and closure of the incident and sharing with the customer
Restoration of normal service levels, in relation to the Incident, according to the agreed SLAs

NOT INCLUDED

New Implementations / Configurations / Modifications / Custom and recurring Tuning
Activities of any kind relating to SECURITY Systems / Applications / Devices that are NOT explicitly contracted
Renewal or upgrade of maintenance software
Anomaly management on configurations made by third parties (No L&W technical staff)

Nuove Implementazioni/Configurazioni/Modifiche/Tuning personalizzato e ricorrente
Attività di qualsiasi tipo inerenti a Sistemi/Applicativi/Dispositivi di SECURITY NON esplicitamente contrattualizzati
Rinnovo o Upgrade delle maintenance software
Gestione anomalie su configurazioni eseguite da terzi (No staff tecnico L&W)