Video Screencast Help
Symantec to Separate Into Two Focused, Industry-Leading Technology Companies. Learn more.
Security Community Blog

Maintaining Systems

Created: 11 Oct 2012
Pritesh J. Chauhan's picture
+2 2 Votes
Login to vote

Over the last few weeks we have been working with a number of customers who have large administrative overheads when protecting their IT Infrastructure.

When selecting a new service they have either gone to tender or bought an off the shelf solution upon recommendation from colleagues/friends. 

Whilst this may seem great at first, over the years this has built up a number of systems each requiring their own management systems, portals, update systems and most importantly, they lack integration between solutions. Whilst this may seem like a large problem, it gets worse - the issue with these customers was that they had multiple products performing conflicting tasks. 

One example from a customer who had one product that is designed to AV scan contents of a USB pen drive upon connection to the machine. Another product to encrypt USB pen drives upon connection. This is great if the admin could enforce this order, but what was actually happening is that the USB drives were being encrypted and their AV engine could not scan encrypted files, rendering the AV product worthless.

The sheer overhead in maintaining these systems & the number of help desk calls they had regarding conflicts was phenomenal, but this was not something that was obvious to the organisations internal IT team - it was only when they were talking to us about a multi-functional solution, they realised they had a number of maintenance problems. The entire IT departments' time was being dedicated to try and keep these systems running and being incident focussed instead of problem focused. The IT team was stuck in a Systems-Centric environment whilst wanting to desperately move to an Information-Centric world.

This has now started a very different conversation where we assist the customer with a single vendor approach, where they will have fewer suppliers, less administration consoles, transactions and support numbers to call and improved IT efficiency. The beauty about such a solution is the increased automation and integration with a supplier, where a support request is a single call to a single support team.