ITSM – The best cost effective solution for Better Service

ITSM

A Gartner study reads, “By 2019, IT service desks utilizing machine learning enhanced technologies will free up to 30% of support capacity.”

A tier of intelligent automation will be added to the contemporary IT services in the form of Machine Learning. This will help in decision making, the productivity of staff, enhancing staff and thus providing better service to the end users.

In today’s digital world the faster the network, the more is the data consumed. The constant evolution of technology and, the information is passed around at an amazing speed, and not only that it is getting accumulated at some point. So this is quite a challenge for the IT admin team, who has to keep things under control when such huge data zips past every hour/day. This is where ITSM comes into the light where it defines to simply the entire task.

Traditional ITSM departments are under constant pressure, dealing with the three “Vs” of Big Data, Volume, Variety, and Velocity.

The 3 “Vs” of Big Data like Volume, Variety, and Velocity is the core factor and this is what bothers the ITSM department of the organization. They are under constant pressure to process it immediately before it is lost.

In every application or process, the importance remains in the fact that how fast a data reaches its desired outcome. It gives relevance to the work altogether with Veracity and Validity. Though we may have to ensure the accuracy it is also imperative to consider how latest the information is, because Machine Learning is all about dealing with the latest.

For instance, think if a service provider had all the required information of the customer in real-time, and simultaneously the solution is spread out at a click of the mouse, don’t you think it is an effective method. This is the power of machine-learning where it provides real-time solution in helping customers.

Machine Learning enables support IT staff to understand ‘patterns’ from the past. It is an effective tool that makes predictions for the future from the large amounts of accumulated data. Traditionally, IT service management collects an abundance of data and makes use of intelligent computing. Machine Learning, automates the process of sorting through the data when properly applied and provide possible solutions to common issues.

In an age where you should have the ability to answer requests with more accuracy is a critical component of a business, the speed and precision becomes a differentiator.

Machine Learning- The automated process enables a ‘self-service’ functionality that customers are able to resolve and leverage on common issues. It relieves some of the pressure that ITSM departments feel – freeing up their time to focus on the more complex requirements.

By helping to support ITSM staff in real-time predictive analytics, and automation further adds to the basket of potential in their engagements with customers.

In an organization, Machine Learning is associated with knowledge management that provides the right knowledge, at the right time, to the right people – enabling ITSM to operate smoothly, quickly, and accurately, while providing customers with an enjoyable experience.

When it comes to the numbers, the cost implications of Machine Learning when weighed against the benefits are easily negated. Faster service provision with fewer errors means fewer returns to fix the same problems, and the ability to simultaneously handle multiple queries with more accuracy. In the long run, any investment in Machine Learning to back up your ITSM will quickly be made up in gaining time and happy customers.

When you calculate the cost implication of applying Machine Learning vis-a-vis benefits, it can be ignored. Imagine a faster service with no errors, and the ability to multi-task simultaneously and that too with accuracy is worth the effort. 

Ultimately, ITSM is all about the quality of service that enables customers –to operate faster, better and cheaper. Applying Machine Learning and Big Data to ITSM, with the backing of ITIL frameworks, will go a long way to help companies to achieve their objective.

Comodo ITSM

Top 5 of the Best Free ITSM Tools for Enterprise

Comodo ONE

Good ITSM tools support a whole set of ITSM processes. They are offered as a suite of services for execution of ITSM processes in an organization. The core process is a workflow management system that handles service requests, incidents, changes, and other problems.

The workflow links the various entities that are managed by the ITSM tools. The easy usability of the tools, its features, the various types of services it offers, the facility to easily link between service requests, incidents, changes, and other problems, and other such factors play a deciding role in determining the Best ITSM Tools.

ITSM is a device management system for centralized management, monitoring, and security of devices connected to organization networks. Typically, ITSM combines security management, mobile device management, remote management and patch management. Common tools used for ITSM are remote monitoring and management, service desk, and patch management.

Best ITSM Tools (Updated List for 2018)

  • Comodo IT and Security Manager (ITSM)
  • JIRA
  • Freshservice
  • SolarWinds
  • ManageEngine

Comodo IT and Security Manager (ITSM) – Comodo One

Comodo IT and Security Manager (ITSM) is a top-notch centralized device management system that allows administrators to completely manage, monitor and secure all the devices which connect to enterprise networks.

Best ITSM Tools

Features

  • Easy, total IT management of all devices connected to the enterprise network
  • Supports Windows, Mac OS X, Linux OS, Android and iOS devices
  • Single consolidated dashboard that provides information of all devices and their status
  • Best suited for Managed Service Providers (MSPs) to grow business
  • Allows MSPs to offer subscription-based services for new and existing customers
  • Allows MSPs to expand customer base with a scalable, open platform
  • Enables MSPs to provide endpoint security, web security, data backup and network monitoring and protection
  • Boosts IT productivity with seamless integration between services, functions, and toolsets
  • Helps reduce costs with complementary platform, tools, and multiple integrated services
  • Contains industry-leading endpoint security-as-a service – Comodo® Advanced Endpoint Protection (AEP) prevents both known and unknown malware from executing on endpoints
  • Utilizes unique “default deny” approach to stopping malware
  • Runs unknown files safely in automatic containment while a full analysis determines if the file is benign or malware
  • cWatch — network monitoring delivers real-time threat intelligence helps keep customers’ data and systems secure without affecting network performance, supports private and public cloud platforms, hybrid environments, and on-premises infrastructures
  • Helps standardize and automate existing processes
  • Allows viewing of real-time data and alerts from customer networks
  • Offers License Management, Asset Management, Staff Administration and User Management, Account and Application Management, Portal Setting
  • It is Free – the RMM , Patch Management, and Cloud-based Service Desk tools are free

JIRA Service Desk Software

Jira Service Desk from Atlassian is built for IT and service teams, providing them with everything they need for out-of-the-box incident, problem, and change management requirements.

JIRA ITSM

Features

  • Fully featured service desk with self-service, automation, SLAs, and CSAT reporting
  • Self-service – allows customers to help themselves
  • Automated knowledge base suggestions by adding Confluence to Jira Service Desk
  • Can be integrated with Jira Software – to link IT tickets
  • Automates repetitive tasks to lighten workload
  • ITIL-certified and PinkVERIFY™ service desk
  • Supports service request, incident, problem, and change management
  • Robust API can extend service desk
  • Enables delivery on SLAs
  • Provides visibility into important business metrics
  • Enables real-time collaboration with increased visibility
  • Atlassian Marketplace offers over 350 compatible apps for asset management, CRM, surveys and more
  • Offers monthly and annual subscriptions
  • Free for 7 days; $10/ month for up to 3 agents; $20 per agent/month for 4-15 agents; More number of agents – cost decreases proportionately

Freshservice by Freshworks

Freshservice offers an easy-to-use, simple-to-configure IT service desk solution in the cloud. It allows you to modernize IT and other business functions.

Freshservice ITSM

Features

  • User-friendly online ITSM solution

Smart IT service management software

  • Powerful ticketing and asset management capabilities
  • Offers incident, SLA, problem, change, release and asset management functionalities
  • Automation, self-service portal, and task management
  • Inventory management
  • Asset auto-discovery
  • CMDB/ Configuration management
  • Asset Lifecycle management
  • Contract management
  • Custom reports
  • Security Extensions – APIs, Mobile Apps
  • Supports Windows, Mac OS X, Linux OS, Android and iOS devices
  • Facility to put knowledge base on the cloud
  • Offers free version and free trial
  • Starting price $29.00/month/user

SolarWinds RMM by SolarWinds MSP

SolarWinds RMM provides a comprehensive, scalable, safe and smart IT platform. It provides numerous tools for better security and maintenance of IT operations

Solarwinds ITSM

Features

  • Supports Windows, Mac OS X, Linux OS, Android and iOS devices
  • Single web-based dashboard to keep track of all IT assets
  • Near real-time monitoring and maintenance across platforms and devices
  • Support for multiple types of devices – workstations, servers, network devices, virtual machines, mobile, and Internet of Things (IoT) devices
  • Remote access
  • Patch management
  • Service desk integration
  • Managed antivirus
  • Web protection with web content filtering
  • Hybrid cloud backup and recovery
  • Asset and inventory tracking
  • Easy drag-and-drop automation of routine tasks
  • Automated monitoring and maintenance
  • Backup and recovery
  • Automated robust reports
  • Prescriptive analytics to prevent IT issues
  • Free for 30 Days

ServiceDesk Plus by ManageEngine

ServiceDesk Plus provides all essentials for your IT help desk. It provides great visibility and central control in dealing with IT issues to ensure that businesses do not suffer any downtime. ServiceDesk Plus is a full-fledged IT Help Desk with productive help desk staff.

manageengine itsm

Features

  • Supports Windows, Mac OS X, Linux OS, Android and iOS devices
  • On-Premise and on-demand versions
  • Integrated Package with tools for: Incident management
  • Problem management
  • Change management
  • IT project management
  • Service catalog
  • Asset management
  • CMDB (Available only on-premises)
  • Self-service portal
  • Knowledge base
  • Multi-site support
  • SLA management
  • Help desk reports
  • IT asset discovery
  • Software asset management
  • Asset inventory reports
  • Purchase management
  • Contracts management
  • Standard, Professional and Enterprise plans
  • Free trial for 30 days
  • Starts at $96.00/year/user

ITSM Tools – the Best

The best ITSM tools are multi-purpose, scalable solutions such as Comodo ITSM, that ensure complete security of all the devices that are connected to the managed organization IT network.

Comodo ITSM

Related Resources

What is Device Manager?

Device Manager for Android

Comodo Threat Research Lab reveals new vicious trick

Malware attack

Do you use SWIFT financial messaging services? Millions of people around the world do. This system connects more than 11,000 banking and security organizations, market infrastructures and corporate customers in more than 200 countries and territories. Cybercriminals are using it too, but in special, devious ways. Recently, experts from Comodo Threat Research Lab discovered this new sophisticated attack, where the perpetrators used SWIFT to camouflage the malware penetration into multiple enterprises’ networks.

This email was dropped in the enterprises’ inboxes:

email

As you can see, it informs the recipient about a SWIFT message on a “wire bank transfer to your designated bank account” and recommends getting the details from the attachment.

In reality, as Comodo Threat Research Lab analysts discovered, “swift message” is nothing but malware — Trojan.JAVA.AdwindRAT. Once it has penetrated a user’s system, it modifies the registry, spawns many processes, checks for an antivirus installation and tries to kill its process. Additionally, the malware checks for the presence of forensic, monitoring or anti-adware tools, then drops these malicious executable files and makes a connection with a domain in the hidden Tor network. The malware also tries to disable the Windows restore option and turns off the User Account Control feature, which prevents installing a program without the actual user being aware.

What is the purpose of these malware attacks? Most likely, it’s an attempt at spying or a “reconnaissance” action, Comodo Threat Research Lab experts say. The attackers send their “cyberspy” to collect information about the attacked enterprise network and endpoints, thus preparing for the second phase of the cyberattack with additional types of malware. Having the precise information about the enterprise, these cyberattackers can even create malware specifically adjusted to the target environment to bypass all defensive mechanisms of the enterprise and hit the heart of the target.

What is even more interesting is the social engineering aspect of this attack. As experts from the lab have found out, a few recent phishing email attacks also used fake SWIFT messages as camouflage.

One may ask, so why do cybercriminals choose SWIFT for camouflaging?

The reason is rooted in the human psychology behind this. First, when it comes to money and especially banks’ account affairs, every person feels emotional arousal. By contrast, any emotional arousal causes critical thinking reduction—and the chances that the target will click on the malicious bait rises significantly. When it comes to an enterprise’s financial accounts, the emotions rise even more. If an employee receives an email, they will be afraid to not open it. What if they pass up something very important for the enterprise? Could they be punished for not looking into that email? Consequently, the chances that a potential victim will click on the infected file grow.

Here is the heat map and IPs used in this attack.

heat map

Country Sender IP
CY 93.89.226.172
NL 37.48.104.197
TR 46.235.11.71

As you can see, the cybercriminals provided the attack from The Netherlands, Cyprus and Turkey-based IPs. The attackers used the email JoeH@snovalleyprocess.com in which the domain does not actually exist. The attack started on Feb. 9 at 00:00 UTC and ended at 08:56 UTC.

“As we see, cybercriminals more and more often use finance-related topics as a bait to make users download malware and infect an enterprise’s network,” said Fatih Orhan, head of Comodo Threat Research Lab. “They combine technical and human patterns as an explosive combination for breaking down the door to let the malware in. But it only works if the company has been careless about the right defense of that door. Enterprises under Comodo protection have not suffered because the malicious ‘SWIFT message’ was stopped by Comodo’s antispam filters and then recognized and neutralized by experts from Comodo Threat Research Lab.”

Live secure with Comodo!

Webinar: Cyber Strategy 2018: Malware Problem Solved

Cyber Strategy 2018

With cybercrime costs projected to reach $2 trillion by next year according to Juniper Research, it’s clear that 2018 won’t spell the end of malware. But with the right strategy, tools, and knowledge, 2018 can spell the end of the malware problem for your company.

Join NATO Cyber Centre Ambassador Dr. Kenneth Geers and Comodo Endpoint Security expert Asaf Ashirov for a free webinar on February 27 at 1pm EST, 10am PST.

Register now: https://www.comodo.com/webinars/Cyber-Strategy-2018-Malware-Problem-Solved?af=9029

 

cyber strategy 2018

 

You will learn:

  •  What threats you should expect in 2018
  • Why detection and sandboxing solutions are ineffective against today’s malware
  • How to build a strategy that balances security and usability to efficiently solve the malware problem for your company
  • How auto-containment can render malware ineffective by providing a verdict on all unknown files

Register now: https://www.comodo.com/webinars/Cyber-Strategy-2018-Malware-Problem-Solved?af=9029

First 50 registrants will get a free forensic analysis to detect unknown malware lurking on their endpoints. Seats are limited, so save yours today.

 

 

How to Protect Yourself from Printer/Scanner Malware

Printer and scanner malware
Printer-Scanner Malware

In a rather new trend, cybercriminals have begun to spread malware by spoofing printers and scanners.

These types of attacks started making headlines in late November 2017, after security researchers at Barracuda Labs witnessed an attack in which cybercriminals spoofed a printer to send a malicious attachment that appeared to be a legitimate file sent by a network printer. This malicious attachment allowed the attacker to install a backdoor to conduct surveillance and gain unauthorized access to the victim’s PC.

Earlier, in September 2017, Comodo detected two similar malware campaigns in which cybercriminals spoofed Konica Minolta copiers, printers, and scanners to send malicious attachments that appeared to be legitimate files sent by the victims’ network device. The Comodo Threat Research Lab made a blog post warning of these attacks and correctly predicting more similar attacks in the near future. But we likely still haven’t seen the last of attacks of this nature. These “printer spoofing” attacks utilize botnets of servers, individuals’ PCs, and new phishing techniques to bypass victims’ suspicions and their cybersecurity tools. To keep yourself and your company safe, here’s a rundown of how the attacks work and the security measures you should take.

Executing the Attack 

The cybercriminals behind these attacks are very resourceful. They use sophisticated social engineering techniques to trick users into downloading their malicious attachments. In the case of the attacks detected in September by Comodo, the cybercriminals spoofed the model number that belonged to the Konica Minolta C224e (one of the most common models in businesses across the world) to make the email look inconspicuous.

In this case, the payload was a data-encrypting ransomware which was carefully designed to slip past machine learning algorithm-based tools from leading cybersecurity vendors, infect victims’ machines, encrypt their data, and extract a bitcoin ransom.

These attacks are very sophisticated, and they enable “A very small team of hackers to infiltrate thousands of organizations and beat A.I. and machine learning-dependent endpoint protection tools, even those leading in Gartner’s recent Magic Quadrant.” said Fatih Orhan, head of the Comodo Threat Intelligence Lab and Comodo Threat Research Labs (CTRL). “Because the new ransomware appears as an unknown file, it takes a 100% ‘default deny’ security posture to block or contain it at the endpoint or network boundary; it also requires human eyes and analysis to ultimately determine what it is- in this case, new ransomware.”

The attacks detected by Barracuda also featured spoofed emails delivering malicious PDF attachments that, in this case, gave the cybercriminal unrestricted access to the victim’s PC when downloaded.

So what should you look out for to keep yourself from falling victim to one of these attacks?

Warning Signs of Printer/Scanner Spoofing Malware

According to a recent post by security blog Hackercombat.com, “Attackers seem to focus on PDF-oriented malware, as most users think PDFs sent to their printer or scanner are harmless and coming from a safe source. The email subject reads something along the lines of “scanned from HP” or any printer within the network, and the attachment contains the malicious code. It will have a modified file name, which allows the attackers to hide the deceptive code inside the archive, imitating a ‘.pdf,’ ‘.jpg’, ‘.txt’”

So, while any attachment could be malicious, the one that should raise the biggest red flag is .pdf attachments. But, just to be on the safe side, it’s best to exercise caution when receiving any attachment from a printer, scanner, or copier.

How to protect yourself from these attacks:

There are a few basic measures you can take to protect yourself from printer/scanner/copier spoofing attacks. The same post from Hackercombat.com outlines some basic security measures that could save you. Here’s what you should do:

  • Whenever you get an email that seems to be sent from the vendor who has supplied your copier or scanner or printer, get in touch with them over the phone and confirm it’s been sent by them.
  • Whenever you get any such email, it’s good to hover the mouse/cursor over the hyperlinks to check if they look legitimate or not.Always double-check things that you are going to download, even if they seem to come from a reliable source.
  • Make sure you have proper cybersecurity tools in place to secure your data and the sensitive personal data of your clients/customers.
  • Ensure proper back-up of all data, so you can retrieve important information if you are attacked.
  • Keep yourself updated on what all is happening in the world of cyber security.
  • If you know what types of attacks to expect, you can better prepare for them.
  • If you run an enterprise, ensure that your employees are trained in security best practices.Make security a priority; and invest in using the best security software available.

Why Do Enterprises Need Anti-spam Software?

anti-spam software

Spamming is the act of sending unsolicited message via electronic messaging systems. Unsolicited or unwanted mails not only consume your corporate email bandwidth but can also negatively affect employee productivity. Therefore, enterprises need to keep the spamming problem in check. If not, spam can cause a lot of problems.

What Does Anti-spam Software Do?

As the name suggests, anti-spam software prevents spamming. Once installed on your mail servers, antispam software will block spam emails based on several criteria like the sender’s email address, subject line, the message in the body, and the type of attachments accompanying the mails. Many anti-spam software use a list of habitual spam senders – known as spammers- and blacklist them.

But Anti-spam Is Not Just About Preventing spam Mail

Overtime spamming has evolved and it’s no longer just about annoying emails which hamper your enterprise’s growth. Now, spam mail poses security threats to enterprises. In other words, emails have become ‘gateways’ or ‘entry points’ for malware to infect enterprise networks. To stop this from happening, anti-spam software also prevents email borne malware from infecting enterprises by checking each and every email which passes through the network. Simply put, these security tools provide email security by monitoring your email servers.

Why Use Comodo Anti-spam Gateway?

Comodo Antispam Gateway (ASG) comes equipped with impressive enterprise email security features that easily make it one of the best in the IT security industry. The ASG enterprise email surveillance system, which combines two effective technologies, namely Valkyrie and Containment, ensures enterprise emails remain malware-free without affecting the employee mail experience.

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Apart from this, it is also a highly efficient spam blocker, with features like outbound email filtering, sender/recipient filtering, blacklisting, bulk email categorization, IP reputation analysis etc.,

Enterprise Anti-spam Software Features:

  • Default Deny Architecture – which denies entry for all files until they prove themselves to be harmless.
  • Containment – for restraining malicious email related files and preventing them from infecting enterprise networks
  • Protection Against Zero-Day Malware – by running unknown files in containers
  • Secure Email Security Policies – which allows for granular and centralized control of the user and group-based email policies.
  • Enhanced Email Experience – as enterprises are free to open, execute and use email attachments without worrying about any malware infection, while malware checks run in the background
  • Comprehensive Logging and Easy Deployment – powered by efficient auditing, forensics support, and Active Directory/LDAP integration.

And Much More: Spam Filtering, Phishing Protection, Default Deny Approach etc.

Comodo Dome Antispam

Related Resource:

Bitcoin under attack: Comodo Stops Cunning Spear-Phishing Attack on a Cryptowallet Owner

Cybercriminals always follow the money, and it’s no wonder that Bitcoin’s skyrocketing popularity has made it a massive target for malicious hackers. These criminals are stalking and hunting Bitcoin wallet owners in many devious ways, and one of the most popular tactics is phishing. If a hacker succeeds in gaining access to a target’s Bitcoin wallet, they can steal all of the victim’s cryptocurrency in seconds, and the easiest way to get a victim to give away their credentials is to trick him or her with a fake email and website.

Recently, specialists of the Comodo Threat Research Labs stopped one of these cunning attacks. The attackers used tricky, multi-step technology to deceive the victim. Let’s take a closer look at this fraud chain.

It began when one of Comodo’s clients received this email:

Phishing attack on Bitcoin

The subject line reads “Security Upgrade” and says:

“Dear customer,

Your Blockchain wallet has to be upgraded immediately due to an important security update. Blockchain has confirmed your 1-step Blockchain wallet verification. In order to validate and update your Blockchain wallet, please access your Blockchain wallet by clicking on below link and enter your Blockchain wallet ID for verification.”

The email looks like a valid message from Blockchain, one of the most popular sites Bitcoin owners use to operate their accounts. If you look at the “From” field, you find the real email address of the Blockchain site: support@blockchain.info.

But if you click on the “Verify Your Wallet” button, here is where the black magic begins. First, you will be redirected to this page:

blockchain mail

At first sight, everything seems to be okay, doesn’t it? Click on the “Log In” button, and a new pop-up appears with “email” and “password” boxes.

blockchain mail- 2 nd step

Now, all you have left to do is to put in your credentials, and the problem is corrected, right?

Stop! Before you click “Verify,” look carefully at the address bar: this site is not blockhain.info. It’s blockcnailn.org.

Yes, you are quite right. It’s a phishing site belonging to cybercriminals. Had you given away your credentials, your Blockchain wallet would be cleared out in seconds.

How can this be possible? Indeed, the email was sent from the real support@blockchain.info address. Unfortunately, most users don’t suspect that any email address can be impersonated or spoofed through very common and easy methods. Thus, after checking the address and ensuring it’s valid, a person hardly notices that one-letter difference in the site’s URL. This is why many users become victims of phishing.

The attack above was aimed at one distinct person, and the phishing email was sent from one IP address 203.189.232.65 in Seoul, South Korea. The domain blockchailn.org is registered in China.

China Affected with Mail

“We were faced with a rather high-level phishing attack here,” said Fatih Orhan, the head of Comodo Threat Research Labs. “When stakes are extremely high, like in the case of the spear-phishing attack on Bitcoin wallets, cybercriminals perform their dark jobs very carefully and inventively. For effective protection from sophisticated attacks of this kind, individuals and companies need a strong combination of technical and human forces. Our client was protected by Comodo technologies, for example, so cybercriminals were powerless, unable to access their Bitcoin wallet.”

Live secure with Comodo!

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