Agreement for IT Assessment Assessment Recommendation Statement of Work Onboarding Prepared For: Sample Customer Prepared by: Matt Klaus, GFI Digital Inc.
TABLE OF CONTENTS INTRODUCTION 3 UNDERSTANDING THIS REPORT 4 COMPANY SITUATIONAL OVERVIEW 5 OVERVIEW OF SYSTEM HEALTH 6 HARDWARE AND CORE APPLICATIONS SUMMARY 7 IT SECURITY 8, 9 DISASTER PREPAREDNESS & RECOVERY 10 RESOURCE AVAILABILITY 11, 12 NETWORK STABILITY & RELIABILITY 13, 14 INTERNET 15, 16 CONFIGURATION SIMPLICITY & USABILITY 17 COMPLIANCE & DOCUMENTATION 18 IT BUDGET & PLANNING 19 SUMMARY OF HARDWARE AND CORE APPLICATIONS 20, 21 2
INTRODUCTION Matt Klaus has performed a DigitalNET Assessment for Sample Customer. The DigitalNET Assessment is far more than a network assessment. It takes a comprehensive, unbiased and precise approach to gathering a complete understanding an organization s entire IT infrastructure, assets, performance and costs, in conjunction with how they all correlate with the core needs of the business. The DigitalNET Assessment has three core components: 1. The Business Assessment examines the customer s day-to-day business operations and objectives in order to closely align the IT function and infrastructure to Sample Customer s specific business needs. This ensures all recommendations are optimal to business function, as opposed to solely technologycentric. 2. The Physical Assessment reveals details of the hardware environment and configuration, including the amount of IT hardware, printers, copiers, and faxes, as well as information on hardware age, manufacturer, performance, and output volumes. It also graphically represents the physical configuration of the network and servers to offer a better understanding of the unique complexities of Sample Customer s IT configuration. 3. The Technical Assessment thoroughly evaluates nine critical components of the IT infrastructure and rates the current health of each. Specific findings are rated on a gradual scale indicating how much attention should be paid to each component, urgency level, as well as recommendations for improvement in areas where risk factors and vulnerabilities are identified. 3
UNDERSTANDING THIS REPORT This DigitalNET Report of Findings is comprised of extremely detailed information about Sample Customer s IT infrastructure and focuses on identified areas of concern and system vulnerabilities. Each section within this report is graded with a symbol indicating the area s overall health: = Looks Good = Needs Attention = Highly Vulnerable In addition, the specific findings in each section are rated on a gradual scale from low to high and indicate which areas require the most immediate attention and which are satisfactory as-is. The report also contains an Appendix of supporting tables, charts, and diagrams. Matt Klaus has made recommendations for improvement based on a combination of industry best practices and a thorough understanding of Sample Customer s business operations, pain points and future goals. As a result, the included recommendations are aligned with the unique business needs of Sample Customer. 4
COMPANY SITUATIONAL OVERVIEW Sample Customer currently receives IT support from a local company that they pay on a break fix program. Currently none of the computers is being monitored or preventative maintenance plans being done. There has also been a string of different people with different solutions in the setup and wiring of their network. When problems arise, the employees try to resolve the problems. The biggest issue they seem to be having on a constant basis is the free wireless network for customers. They are constantly having to power cycle the wireless AP when customers complain they are not getting out to the internet. When talking with them one of the biggest issues that they are getting frustrated with is there network and the users connecting to Sage. They have made the commitment to use Sage as there accounting and invoice program for events. With this they access it from different computers. It seems that not all computers can get connected at the same time. Printing from Sage is also very slow. They would also like to be able to email invoices from Sage. Another is they would like to have remote access into the network to help assist the staff at night on invoicing issues instead of having to come in or trying to talk over the phone. They do currently remote connect to their workstation/server through Logmein which causes some problems when the user is using the workstation at the same time as a workstation. They would also like the ability to remote connect to all the computers on the network. They would like nothing more than to just have their network work smoothly. GFI Digital will do a thorough assessment of Sample Customer and define all of the short comings on their network both security and performance related. Based off these findings GFI Digital will discuss the recommendations moving forward and define how GFI Digital staff can maintain Sample Customer network and workstations moving forward on a proactive basis. 5
OVERVIEW OF SYSTEM HEALTH SPECIFIC AREAS OF INSPECTION AND ANALYSIS STATUS KEY: = LOOKS GOOD = NEEDS ATTENTION = HIGHLY VULNERABLE HARDWARE AND CORE APPLICATIONS Hardware Inventory & Age Motherboard Bios information Warranties & Service providers Operating System Versions Microsoft Office Versions Core Business Applications STATUS IT SECURITY Firewall implementation(s) Microsoft Service Pack and updates Remote Desktop (Terminal Servers) Anti-virus, Anti-spam, Anti-malware Password Criteria Mail Security DISASTER PREPAREDNESS & RECOVERY Local and Offsite Backup/Tools Workstation Data Backup Disaster Recovery Plan & Site RESOURCE AVAILABILITY Disk Space Utilization Event Logs & Server Load Uninterrupted Power Supply Server Uptime Backup Success Rate Environmental Management NETWORK STABILITY, PERFORMANCE & RELIABILITY Network Configuration Warranty Management Remote access to Network Network Growth Potential Routine Maintenance Threats to System Stability and Reliability Defined Network Bottlenecks INTERNET Internet Service Provider Email Hosting and Storage Internet Usage Policy Speed, Bandwidth & Connectivity Wireless Connection CONFIGURATION SIMPLICITY & USABILITY Network Configuration Ease of System Use Helpdesk Resource Data Center/ Server Room setup Labels and Identification Notification and Resolution of Tickets COMPLIANCE & DOCUMENTATION License Compliance Documentation Data Security / Auditing / Retention Current Issues and Concerns HIPA compliance (if applicable) IT BUDGET & PLANNING Current IT Budget Budget Review Frequency Plans for future IT Expansions 6
HARDWARE AND CORE APPLICATIONS It s important to analyze the condition, type and age of all components of a company s IT infrastructure. When hardware is approaching its life expectancy or running outdated software, the probability that the IT system will fail increases exponentially. In addition, obsolete hardware and software tend to have a negative effect on employees overall productivity because they can cause the IT system to crash more frequently, resulting in more down time. It is also important to look at whether or not there is consistency in the types of hardware and software utilized within the company because when the equipment is standardized across the company the overall IT infrastructure is usually more predictable and user-friendly. It s a best practice to rotate workstations and servers on a three year schedule and laptops on a two year schedule. Servers, switches and similar devices should be replaced every three to five years. Operating systems and critical software shouldn t be older than one version behind current. Best practice also suggests that devices under the same network should all operate on the same platform to achieve optimal system usability. WARRANTIES & SERVICE PROVIDERS Customer has been purchasing computer from local retail outlets The newest computer they purchased was about 2 years ago If there is no budgeting for replacement computers take into consideration a warranty to cover the life expectancy of the computer which is 3 to 5 years. OPERATING SYSTEMS & APPLICATIONS Currently the operating systems are a mixture 9 workstations 1 win 8, 2 win 7 pro, 3 win 7 home, 2 win XP pro Recommend that the system with Home edition be upgraded to Professional Recommend that replacement of XP with window 7 pro Change the considered server from workstation operating system to server operating system 7
IT SECURITY Many business owners worry about the potential for an outsider to access their company s data. They diligently shred confidential or sensitive printed documents, but feel unsure about how to protect their electronic information. Protecting critical data is more complicated than a firewall or anti-virus software. A well-functioning and highly protected network requires the strategic use and combination of multiple types of defense technologies. Additionally, since spam, virus and spyware technologies are constantly evolving, regular system monitoring and updating is essential to keeping the system minimally exposed to the onslaught of invasions. Adherence to such security best practices ensure the system is fully secured with negligible exposure vulnerabilities. Best practices also include maintaining a secure documentation system for all administrative and user logins and passwords. FIREWALL & SECURE CONNECTION No real firewall is in place Currently using wireless router as firewall Currently using Logmein for remote access Recommend installation of a firewall to allow control of remote access and monitor traffic inbound and outbound form the network A firewall also would allow VPN connections into the office that make a secure connection from remote locations. ANTI-VIRUS, ANTI-SPAM, ANTI-MALWARE PROTECTION There is a mixture of different Antivirus software and anti-malware Some systems are set for routine scans but there is no confirmation is scans are clean Out of 9 systems 2 are missing Antivirus, 1 is out of date and rest are up to date With DigitalNET service we monitor and maintain that all antivirus running and up to date with routine scans and document of results 8
MICROSOFT SERVICE PACKS LEVELS Most systems are up to date as to service packs if auto update is being used. Maintenance and monitor is not done Get all systems up to date with latest service pack required Maintain that all systems are up to date on all updates MICROSOFT SECURITY UPDATES There is not a set program for Microsoft updates to be maintain and verified Some systems are set to automatic update With DigitalNET service we monitor and routinely schedule weekly and daily for updates to be reviewed and applied to system DigitalNET also provides auto notifications if there are any problems are issues with updates being applied REMOTE DESKTOP (TERMINAL SERVERS) Currently not using this feature Consider using this for remote connection to computer on the network through a VPN connection MAIL SECURITY Mail security currently handled by email hosting company If Sample Customer decide s to bring email in-house GFI Digital with DigitalNET can offer several solutions and recommendation for mail security 9
DISASTER PREPAREDNESS & RECOVERY One of the riskiest mistakes a business can make is to not adequately protect its digital assets from disaster. Most companies store critical data on their network, and require use of their computers for day to day operations. The permanent (or even temporary) loss of either of these can be catastrophic. Once a company has had a risk assessment and identified current threats to their IT infrastructure, the next step is to determine which infrastructure elements are most important to the business operations and create a plan to protect them. It is absolutely essential that busineseses have a documented plan for their IT infrastructure and data protection in case of a disaster as well as a plan for data recovery. Best practice is to test the backup system regularly and train all users on protocol. In addition, some companies prefer to have their data backup system at their facility, however, best practice is to also have data backed up to a location separate from the physical location of the business. BACKUP PROCESS & TOOLS Currently using Logmein Backup on Win7 server to external device Backup logs showed that backups were failing due to destination not found Develop a backup plan that backups daily of critical files and folders With DigitalNET monitoring and notifications would make sure that backups are consistently being done and resolution is made if there are failures WORKSTATION DATA BACKUP Currently are not backing up workstations Data is saved to the local drive Crete user shares on server that employee save the files too Setup a backup process for workstations to a server on premise DISASTER RECOVERY PLAN & SITE There is no offsite data being in the event that something In the event of natural disaster or fire that affects the company's location, the backed up data is at high risk for Develop a disaster recovery plan is something were to happen. Consider making sure backups are offsite at least once a week 10
RESOURCE AVAILABILITY BACKUP SUCCESS RATE & MAINTENANCE Upon reviewing Backups there has been some failures to destination not found Sage backups failing to users being logged in The amount and type of available technology resources and space that a company has directly affects its business process efficiencies, response to market, performance of line of business applications and more. When equipment is operating at a nearly full disk space capacity, users experience lag time, application freezing and failure, and even data loss. Best practice to resolve and prevent intermittent network performance issues is to first analyze IP traffic over the network, monitor disk space utilization, server uptime etc. Once there is an understanding of the current system s resource availability, performance problems can be prevented through the regular monitoring, management and maintenance of the system and its components. A DigitalNET contract on the server would allow further monitoring and remediation as to when backups fail. DISK SPACE UTILIZATION Over all drive space utilization is not stressed On Windows7Server drive c is at 34% used No regular drive maintenance for defragmentation or monitoring With DigitalNET monitoring and retune maintenance is performed on Hard Drives. To alert when drive exceed capacity thresholds and routine defragmentation to increase performance. UNINTERRUPTED POWER SUPPLY & SERVER UPTIME Currently there is no use of UPS Recommend the use of a UPS for the sage server & front desk Recommend use of a UPS for the network switch and internet including the switch that powers the camera for security. 11
EVENT LOGS & SERVER LOAD Events logs are currently not monitored or reviewed Main server is used as workstation as well With DigitalNET monitoring of events on all workstations take place. When critical event happen this alerts our IT staff to look into and resolve problems. Recommend that the server be used as a server for Sage and not a workstations as well. 12
NETWORK STABILITY & RELIABILITY There is nothing more frustrating than an unstable or unreliable system. If configured properly and managed appropriately, computer networks can be extremely reliable. In addition, a stable network directly affects its efficiency and ability to handle multiple processes. By stabilizing an unreliable network, businesses will benefit from a faster, higher functioning and more effective system overall. Simple steps can be taken to greatly enhance the reliability of the network. Best practice to improve network stability and reliability is to utilize automated management and monitoring on servers to help detect glitches before they cause system instability. NETWORK CONFIGURATION Currently using Charter Business cable for internet Using wireless router for firewall and wireless connectivity for employees. Separate wireless router for public WIFI access Two switches a 16 port and 8 port used recommend install of Firewall Replacing public WIFI device and relocate it to public area and make sure no access to business network Consider possible setting up 24 port for switch or consolidating data ports needed for network NETWORK GROWTH POTENTIAL Currently there are 9 computers, 1 video system and several printers/copiers on the network There are unused data ports currently in the switches Customer indicated that potential move of the office which would require some rewiring of network. GFI Digital can assist in these moves and configurations as special project along with making recommendations REMOTE ACCESS TO NETWORK Currently use LogMeIn to the server. Occasionally have issues with users using system at same time. With a Firewall this would allow secure connections from remote sites to systems and software applications such as Sage. GFI Digital can assist in the goal of the customer to have remote access to all systems on the network remotely. 13
ROUTINE MAINTANENCE Customer currently contacts local company on break fix solutions. Customer also tries to resolve problems on their own With a DigitalNET package you will have access to our staff for resolutions to problems as part of a monthly plan DigitalNET will also allow you to focus on your business instead of network or computer problems 14
INTERNET Internet has become an integral part of business operations for businesses of all sizes and industries. Choosing an appropriate internet connection provider, speed, and medium for delivery is essential to daily business operations, processes and communications. Email, SharePoint sites, line of business applications, on-line research tools, and remote access functionalities all require the use of the internet and all play an essential role in a business ability to function. As a result, it is absolutely critical for businesses to regularly monitor and manage internet services, speed, bandwidth and uptime. Best practice is to have documented internet usage, password and downloading policies to help protect sensitive data from virus or spam corruption. INTERNET SERVICE PROVIDER Currently using Charter Business Cable service for internet There have been no complaints about internet speed or problems. Complaints have been with Wireless network Charter does offer increase speed of service to allow growth of internet needs. EMAIL HOSTING & STORAGE Email is currently hosted through local service carrier Computype Currently just have plain email service Customer may want to consider change of email service to Exchange to allow sync of email on multiple devices and shared Calendar If customer decides to bring email into their business GFI Digital DigitalNET can assist in setup and configuration of this service along with making recommendations INTERNET USAGE POLICY There currently is no Internet usage policy Recommend that the at least a basic Internet usage policy is adopted so users understand policy to browsing of websites on company workstations 15
WIRELESS CONNECTION there are two wireless networks A Cisco WRT5402 wireless router is used as firewall and used for business wireless network A Linksys E1200 is used for public WIFI access, Currently have issues and having to power off/on It is recommended that both wireless networks are secured on separate frequency to not cause interference and connectivity issues The public WIFI should be relocated to the Public are and consider replacing with a more robust wireless AP to ensure customer satisfaction of service 16
CONFIGURATION SIMPLICITY & USABILITY IT system infrastructure can be configured in a variety of ways. The architecture of the system can range from simple to complex and still function regardless, but the best performing, easiest to manage and most reliable systems tend to be those configured in the simplest and most straightforward manner. Internal as well external stake holders such as employees, vendors, advisors, contractors and customers interact on a daily basis with business IT systems and networks. Ease of access, labeling, identification and help desk support play an integral part in the usability and effectiveness of a company s network, so it is important to adopt best practices around standardization of network and IT infrastructure. HELP DESK RESOURCE Currently the helpdesk support is done by Sample Customer s staff. They are the contact to resolve problems when they arise With GFI Digital DigitalNET service you get access to our helpdesk support Mon Friday 8-5 LABELS & IDENTIFICATION All computer should be labeled with their ID There are currently no labels to identify the individual workstations There is no topology map of their network With DigitalNET service we can provide a topology map of systems and the network. Recommend that all workstations have a label identifying the systems name NOTIFICATION & RESOLUTION OF TICKETS Sample Customer does not have any formal ticketing systems for issues with their computers or network With a DigitalNET as your provider you will receive ticket notification and resolution of problems with a summary of service performed based on level of service 17
COMPLIANCE & DOCUMENTATION Compliances to licensing agreements, OEM policies, efficient documentation, data security, data auditing and data retention are important areas of business IT infrastructure. For sustainability and institutional knowledge purposes, each computer, server, and device connected to the network should have its settings documented such that another trained IT technician could easily take over if necessary, just as all disaster recovery protocols, password guidelines and internet usage policies should also be documented. LICENSE COMPLIANCE Workstations do have COA for software installed and from customer they have been purchasing software Create an electronic document and hard copy of all software license key, account numbers and related information Recommend that home edition software not be purchased for business use DOCUMENTATION It is important to have documentation of inventory of hardware, software and policy Create and maintain documentation for the following Hardware and Software Internet firewall and website hosting login and passwords Internet Policy Data and Network infrastructure diagram and Help resources Future IT growth 18
IT BUDGET & PLANNING CURRENT IT BUDGET there currently is no IT budgeting When hardware breaks they then purchase at local retail IT systems are both integral and expensive for businesses. Regular planning and budgeting can minimize the cash flow impact of replacing equipment, allow for adequate preparation, routine replacement of aging equipment, and the near elimination of surprise expenses. After a detailed business and systems assessment, spending priorities become clear and can be determined with consideration to urgency, benefits and costs. Low priority IT spending needs can be placed in a longer-range budgeting plan and high priority needs that require more immediate attention can be expedited. Best practice is to maintain a living IT budget and 3-5 year IT spending plan. Recommend setting a budget for equipment replacement and term of life With GFI Digital MNS program we can assist in developing this budget BUDGET REVIEW FREQUENCY Currently do not review IT budget needs With GFI Digital MNS program we can assist in business strategic planning and review changes needed in budget PLANS FOR FUTURE IT EXPANSIONS Customer has ideas of what they would like to do with IT but have not established how to achieve these goal With GFI Digital DigitalNET we will be your strategic partner to assist your business in reviewing IT need and ways to accomplish the goals you set through special projects Customer also stated that they will be moving office which coordination an planning need to be done prior to move to minimize interruption of their business 19
SUMMARY OF OVERALL RECOMMENDATIONS URGENCY LEVEL RECOMMENDATION Automation of maintenance, documentation, monitoring and auditing is key to reducing operating costs and increasing productivity. Must start proactively installing updates and patches in a timely fashion. Implement an automated monitoring and alerting system to prevent outages and perform automated remediation, as well as give warning as glitches or malfunctions occur. The best way of ensuring this is done properly is by outsourcing the monitoring, maintaining and auditing functions to highly trained specialists. Low Medium High Create and maintain documentation, labeling and diagrams for the following: Hardware and software inventory Internet firewall and website hosting login and passwords Internet Usage Policy Data Backup and Recovery Protocol Network infrastructure diagram and labeling Warranties and maintenance information Maintenance schedule and tracking Help desk resources Employee logins and passwords Data auditing and retention plan Low Medium High Make plans to replace the on-premise backup system to current industry practice ASAP! Setup additional backup system that is either cloud-based (hosted) or at an off-site location, to protect data in case of physical damage to backup system. Low Medium High Create a VPN environment for employees that can access the network securely, as well as for users who access data remotely. Low Medium High Consider replace two workstations that are old Dell workstation. Low Medium High Consider upgrading your firewall with a unit that provides perimeter scanning, better reporting for bandwidth, usage and intrusion detection along with ability to support VPN connections Low Medium High 20
Laptop users should be in a LAN environment if using the network locally. If accessing the network remotely, it should be in a VPN environment. Low Medium High Replace routers with business-grade wireless routers that are designed to handle more traffic. Password protect any and all wireless routers with at bare minimum of WPA-2 password protection. Relocate Public AP to are widely used for public access and replace with a business class AP. Low Medium High Consider switching to a hosted email service to an Exchange type of hosted email or bringing in-house. Low Medium High Highly recommend standardizing the line of business applications and operating systems company-wide. Low Medium High Consider restricting certain areas of the Network to only grant access to users with the password. Low Medium High Consider either purchasing a new server or converting the systems currently for SAGE from a workstations to a standalone server by reinstalling with Windows Server software. This would also allow users accounts controlled from the server and workstations to create a more secure environment. Low Medium High Implement company-wide employee training for safe internet usage and downloading. Low Medium High 21