Here we talk to John Proctor, who started out as one of our first customers (and the first MSP customer). And he believed in it so much, he eventually became part of the ScienceLogic team. (Remember “I’m not only the President, I’m also a client” from the Hair Club for Men?)

John shares his perspectives about the service provider world and why he took a chance on a little-known product called EM7.

ScienceLogic: What is your background? How many years have you worked as a service provider and for what types of companies?

John Proctor: I have been working with Service providers for over twelve years. I worked at a major regional service provider for six years and before that I designed and built national and international networks for ISP’s and Fortune 500 companies as a consultant for PriceWaterhouseCoopers and WorldComm.

ScienceLogic: You were one of the first customers of EM7 – why did you choose it and how did you get over the hurdles associated with using a start-up company’s product?

John Proctor: We were actually customer number five. Back in 2004 when we evaluated and purchased EM7 we could see that EM7 provided about 80% of what we were looking for in one integrated solution right out of the box. One of the things that sold us on EM7 was that the ScienceLogic founders had all previously worked for a service provider, so we knew they understood our business and our challenges. But in the end, it comes down to features. Once we compared EM7 functionality to the alternatives, it was clearly a “no brainer.”

ScienceLogic: What other alternatives were being considered?

John Proctor: Well, we had started with a few point solutions, but as our business and product offerings matured, this resulted in a growing number of point solutions. What started with 3 or 4 ended up as 14 separate tools. They all had strengths but what they didn’t have was integration and because of this they could not scale. And, if the tools could not scale, our business could not grow.

So, naturally we started looking at framework solutions, but they are expensive to buy, expensive to implement, and expensive to maintain. At one point, we even considered some open source projects. There were several that showed promise, but we would still be stuck with tools that were not integrated. So then we considered hiring developers to cobble something together that would work for our business. The only problem with this alternative was that we felt it would take 6 to 8 months before we could have something viable to work with.

ScienceLogic: What products were you using before EM7? What were your goals?

John Proctor: Before we purchased EM7 we used 14 different point solutions to deliver our products and services to the marketplace. Tools like NetCool, Openview, Argent, Heat, What’s Up Gold as well as several other point solutions, vendor specific applications and manually updated spreadsheets. And, as I mentioned before, this does not scale. This also adds a great deal of complexity when you begin to consider business continuity and disaster recovery. All these tools were vital to the delivery of our products and services. Any service provider will tell you it is all about uptime. So if the product is uptime, the tools used to deliver it have to be available 24×7x365.

Our goals were simple: scale and redundancy. As it turns out, the solution was simple as well. EM7 provided a tool that could replace the functionality of almost half of the existing point solutions and the applications that could not be replaced were integrated with EM7 to provide our staff with a “single pane of glass” to see the status and performance of each area of the business from one application. We had visibility into everything from facility systems to applications using EM7.

ScienceLogic also delivers an extensible configuration that addressed uptime and redundancy. We deployed collectors throughout our network that reported back to a central pair of redundant database servers and with this configuration we were able to perform backups and add capacity without taking the system down.

ScienceLogic: Why are service providers different from enterprises? How are their needs different?

John Proctor: First and foremost, service providers face the same challenges that only the largest enterprises ever face and they also have many unique challenges that only service providers experience.

One challenge we faced was that we had multiple datacenters in different states. They were all interconnected with plenty of bandwidth between each site, but the tools were not designed to be used across the WAN. Our staff in our remote data center did not have the same access as our staff in the corporate office. Since EM7 is web-based, it immediately eliminated this problem.

Another challenge is that service providers must manage systems across multiple domains. Back in the early version of a specific tool we were using before EM7, the only way you could implement it across multiple domains was to put the same username and password on every computer that you monitored. Beyond the security concerns, maintenance was a nightmare. Anytime we had to change the password, we would get locked out of dozens upon dozens of systems. When the password was changed on the monitoring server, it would attempt to login to the remote machines and fail. Repeated attempts would result in the account getting locked. I think that vendor eventually addressed this issue, but service providers seldom find tools that were designed for their unique situations.

ScienceLogic: How is EM7 geared to service providers?

John Proctor: Enterprise IT is a trusted part of the business; they are one of the team. Service providers are outsiders that must earn trust by showing the customer exactly what they are doing.

EM7 provides a multi-tenant environment that allows service providers to manage systems across many different customers while at the same time providing the customer access to see the same information but only what’s relevant to them.

EM7 was built by service providers and even includes a few features just for them. Two of my favorites are bandwidth billing and the emergency notification system. Take bandwidth billing, for instance. EM7 provides a way to collect bandwidth utilization, store subscription information, and calculate a bill from any one of about 10 different methodologies. And at the end of the billing period, EM7 sends the completed report out to whomever you chose via email.

Another unique service provider feature is the emergency notification system. EM7 allows the provider to track what customers used their unique infrastructure components. If they have to perform maintenance on the infrastructure component or have a problem they can send an email to all of the impacted customers in a matter of minutes.

ScienceLogic: What trends do you see for service providers? What about big trends such as virtualization and cloud computing – how will they impact service providers?

John Proctor: Virtualization is really hot for service providers right now and for the same reasons as in the enterprise. Service providers run data centers and data centers must be powered and cooled. So, anytime they can use a virtual server instead of adding physical equipment it is a good thing. But then you add the complexity that multiple customers reside on the same host and you must track things like bandwidth utilizations by guest OS, and it all gets a little harder. Lucky for us this is not a problem for EM7.

I still think it’s early days for cloud computing. Depending on who you talk to, much of what service providers (especially the big ones) have already been doing with SAAS offerings and hosted applications could be described as cloud computing already. In which case, service providers are ahead of the game. But whatever the “final” definition, cloud computing actually shares many similarities with virtualization – in that service providers (or enterprises) will need to be able to manage far more “devices” in real-time with “zero downtime” expectations by customers. What this really means is that you’re going to see much more automation in provisioning and IT monitoring tools to handle the scale and speed with which things can change in the data center given vm migration and the talked-about switching between “clouds” that can be used for high availability.

• Provide a government I.D. number for verification of your identity.
• Set up custom security questions and answers, further safeguarding your domain assets.
• Provide special verification instructions and artifacts to ensure that your unique business or ownership interests are protected.
• When you request that your domains be unlocked, our security team works directly with you to verify all of the above off-line - further eliminating risks of doing business in an online world!

This makes the compliance area rife for scammers, who send letters or emails claiming that businesses owe them penalties or haven’t filed the right forms.

Tony Mancuso at Nolo, the publisher of books about corporate forms and law, writes about how to recognize some of these scams.

One official-looking legal letter came into the controller’s office recently. It was from an “agency” calling itself the Corporate Minutes Compliance Counsel, or somesuch, and it strongly advised (warned, really) that Nolo send the Board a payment of $125 to prepare its state-mandated domestic corporation statement. Failure to do so could result in dire consequences, the letter advised, including a loss of corporate status with the Secretary of State.
Nolo’s controller, who has years of experience with real and bogus corporate service solicitations, shredded this letter immediately.

This scam also seems particularly nasty because not only can the scammers steal money from you, they will get valuable information and insight into your private business!

One smart way to avoid these scams is to check anything suspicious–call your secretary of state office or look up the organization who sends you that nasty letter. Or learn more by reading the full article here.

For those of you who aren’t familiar with XSS Filter, a brief summary is that it is a client-side defense against reflected cross-site scripting (XSS) attacks.  It works by recognizing that reflected XSS attacks inject script into the string that the browser sends to the targeted web server.  If the server doesn’t neuter or strip out the injected script, it gets sent back to the browser and executed in the context of the target web page.  Bad things then happen.  At a high level, XSS Filter remembers the string that the browser sent to the server, and looks at the server’s response to see if any of the script was actually in that string.  If it was, then XSS Filter decides that it got there because it was injected by an XSS attack and blocks the script from executing.  The rest of the web page renders as usual.  This is a vastly oversimplified sketch of XSS Filter – for details, see the post by David Ross, inventor of XSS Filter on the Security Vulnerability Research and Defense blog.

So what does XSS Filter have to do with the SDL?  Well, for almost nine years, since XSS was first discovered at Microsoft, we’ve been trying to figure out effective ways to reduce vulnerability to XSS attacks.  Our focus has been on improving the ways that web page developers code their pages, and we’ve developed a lot of tools and techniques for making web content safer from XSS attacks and for detecting XSS vulnerabilities in live pages.  The SDL requires the use of many of these tools and techniques, and we’re sure we’ve prevented a lot of XSS vulnerabilities from being introduced into Microsoft web pages as a result. 

But while we identify (and the SDL requires) measures that allow developers to avoid classes of vulnerabilities, we also look to identify more sweeping solutions that can either 1) eliminate classes of vulnerabilities, 2) reduce their severity, or 3) reduce the likelihood of attacks being successful.  The process usually starts from deep understanding of a class of vulnerabilities and attacks, and then we broaden defenses from there.  In the case of XSS Filter, David’s years of work researching XSS led him to come up with an approach that blocks many of the most common vulnerabilities to reflected attacks found on the web today.  The solution is compatible with existing web pages (doesn’t “break the web”) and thus we were able to enable it by default for users of Internet Explorer 8.  Because it’s a client-side mitigation, it will help protect users from attacks even though the sites they visit may be vulnerable to XSS. 

Our work on buffer overrun defenses follows a somewhat similar pattern – we started by prescribing coding techniques, banning the use of some APIs, and building tools that detect coding constructs that look like buffer overruns.  As we gained a deeper understanding of how buffer overruns can be exploited, we enhanced the /GS compiler flag and added ASLR in a quest to cause classes of exploits to fail even if a buffer overrun remains.  We’re not yet close to eliminating the SDL requirements for use of tools and coding techniques, but the SDL also requires the use of the mitigations to reduce the severity of vulnerabilities that slip past.  Will we ever get to the point where the mitigating technologies are so strong that we can relax the coding requirements?  Maybe not, but we will continue to introduce technologies that reduce the chances of a successful attack.

Similarly, in the case of XSS, even after IE8 ships, the SDL will continue to require the use of safe web site coding practices and tools such as the Anti-XSS library both to protect users of browsers other than IE8 and to provide protection in recognition of the fact that XSS Filter is a mitigation or defense in depth rather than a complete solution.  But we’ll also be keeping our eyes open (and doing active research) in the quest for an even more effective defense – whether client or server side – that eliminates XSS for good.

This post is a little far afield from the normal content of the SDL blog, but I thought it was important to provide a picture of the role of security science and security research in defining SDL requirements and in making major improvements in software security.  You can read more about our work in security science in the Security Vulnerability Research and Defense blog.

We've probably all heard that you can't secure what you can't see and that statement is even more profound when it comes to virtual environments.  This is because it is extremely challenging to see what is going on at a micro vs. macro level within a virtual environments network.  The virtualization vendors such as VMWare and Citrix have provided embedded tools into their management consoles that show a macro level of visibility but its not enough to identify security events in the environment.  Take a look at the attached picture.  It simply shows VMWare's ability to monitor virtual network performance statistics from a bits per second perspective.

<-Click To Enlarge

With only this level of detail how can one determine which network applications are causing spikes.  Is it FTP traffic that is occuring at a high volume at an unuseal time of day?  If that were occuring, could that be indicative of either a breach or some sort of problem? What if FTP isn't even an authorized service in the virtual environment but there is a high volume of it?  Did someone install a rouge FTP service so they could steal information from the server at will?

These types of questions can't really be answered without a micro level of detail into the packets flowing in, out and within the virtual environment.  Now, what I am highlighting is not security in the traditional sense of prevention but using visibility as a means to first identify, then pin point the source of an issue so that it can properly be mitigated.  Having constant visibility can also ensure that other security products in the environment are performing as expected.  What if a Montego HyperSwitch with firewalling enabled is configured with many policies but someone forgot to create an FTP block policy.  One could think they are protected from rouge FTP services transmiting data out of the network, but without constant visibility monitoring, can you be certain?

Some vendors, namely Reflex Security will get you to believe that their IPS / IDS solution that is inline and running in the virtual environment is the right and only approach.  Or they will tell you to hang a virtual IDS off a span port in the virtual environment and you will at least have visibility into the attacks that are taking place.  Well, sure... You now have attack visibility but at the performance cost of your virtual environment.  Signature matching technologies are great, I'm a huge believer; however they don't scale very well in shared computing environments such as virtual ones.  IDS systems also don't typically track protocol and network service (FTP, HTTP, etc.) utilizations; which is another important part of visibility.

So, what do we do to gain visibility without the performance headache?  Well, for starters its probably best to put your IDS/IPS solutions in the physical environment where performance will be less of a concern.  In fact, you can span a virtual switch's traffic out to a physical NIC as easy as you can to a virtual one.  So why do it virtual and have to pay a 60% CPU utilization tax?  Another solution is to IDS inspect only the things you care about.  Why IDS inspect SSL traffic if you know your solution can't unencrypt SSL.  Its just a waste of compute cycles isnt it?  Policy based switching helps you with directing only the things you care about to an IDS (attack visualization product).  Montego's HyperSwitch also can help you with the traffic redirection of only the things you care about.

Another method of visibility which I tend to be a fan of is one of packet analysis (aka NetFlow).  NetFlow was invented by Cisco some time ago and has gained popularity in the physical world and definately has a use in the virtual world.  NetFlow is lightweight.  Let me say that again, its light weight!  It only sends a summation of packet detail to an analytical engine which can do some number crunching, packet comparison, etc. etc. to make some sense out of whats going on.  Lancope, an Atlanta based visibility company that provides Network Visibility, Security Visibility and User Visibility has this tool on their website that is a Netflow Bandwidth calculator.  You'll see from playing with this ( http://www.lancope.com/netflowcalculator.aspx ) calculator that it doesn't consume a lot of network bandwidth to transmit these network accounting records.  It also doesn't cause a lot of CPU overhead to send these records to an analytical engine sitting somewhere in the network.

Lancope's analytical engines have the ability to do the following for you within your virtual environment:

...and probably a slew of other things I'm not aware of.  A screen shot of their product is bellow:

<- Click to enlarge

You'll notice from the screenshot that you are able to visualize who is talking to who, how much traffic they have sent and received and something called a concern index (not seen on this screenshot).

Now, a concern index is a number that increases as Lancopes analytical engines monitor suspicious activity on a session.  A high counter can be indicative of a security problem.  Its another way of identifying (visualizing) compromised hosts (virtual machines) without having to do signature matching like a heavy weight IPS engine.  Example:  Lets say you have a VM that has a BOT on it and is "owned".  The Lancope product is monitoring this long life session.  Let's say that session is established for several hours or maybe even days or months.  Lets also say that the conversation appears to be mostly unidirectional from a public ip address not belonging to your enterprise.  Lancope would increase a the concern index on this since this server hasn't typically had this type of behavior.  Once the concern index reached a certain level it could then fire off an email, send you a text message or something saying:  Warning, Warning, Danger, Danger Will Robinson!!! You're virtual server may be infected with a BOT, please investigate immediately!!!

This example is VISIBILITY which helps you with SECURITY.  There are a number of other things you can do with NetFlow and Lancope products that have less to do with security and more to do with operational efficiencies.  Things like, helping you answer questions of:  How do I know what network applications are taking up the most bandwidth?  When should I move those applications over to a server with more horsepower?  When did these VM's vmotion over here and was there a traffic condition / CPU condition that caused that to occur?  I could go on and on but thats a topic for another blog entry.

So, my suggestion is to take a look at what NetFlow has to offer.  Montego Networks supports NetFlow transmission and Lancope supports NetFlow analytics and with both you can regain what was lost visibility.

I hope this was helpful to you all!

-John Peterson

We've probably all heard that you can't secure what you can't see and that statement is even more profound when it comes to virtual environments.  This is because it is extremely challenging to see what is going on at a micro vs. macro level within a virtual environments network.  The virtualization vendors such as VMWare and Citrix have provided embedded tools into their management consoles that show a macro level of visibility but its not enough to identify security events in the environment.  Take a look at the attached picture.  It simply shows VMWare's ability to monitor virtual network performance statistics from a bits per second perspective.

<-Click To Enlarge

With only this level of detail how can one determine which network applications are causing spikes.  Is it FTP traffic that is occuring at a high volume at an unuseal time of day?  If that were occuring, could that be indicative of either a breach or some sort of problem? What if FTP isn't even an authorized service in the virtual environment but there is a high volume of it?  Did someone install a rouge FTP service so they could steal information from the server at will?

These types of questions can't really be answered without a micro level of detail into the packets flowing in, out and within the virtual environment.  Now, what I am highlighting is not security in the traditional sense of prevention but using visibility as a means to first identify, then pin point the source of an issue so that it can properly be mitigated.  Having constant visibility can also ensure that other security products in the environment are performing as expected.  What if a Montego HyperSwitch with firewalling enabled is configured with many policies but someone forgot to create an FTP block policy.  One could think they are protected from rouge FTP services transmiting data out of the network, but without constant visibility monitoring, can you be certain?

Some vendors, namely Reflex Security will get you to believe that their IPS / IDS solution that is inline and running in the virtual environment is the right and only approach.  Or they will tell you to hang a virtual IDS off a span port in the virtual environment and you will at least have visibility into the attacks that are taking place.  Well, sure... You now have attack visibility but at the performance cost of your virtual environment.  Signature matching technologies are great, I'm a huge believer; however they don't scale very well in shared computing environments such as virtual ones.  IDS systems also don't typically track protocol and network service (FTP, HTTP, etc.) utilizations; which is another important part of visibility.

So, what do we do to gain visibility without the performance headache?  Well, for starters its probably best to put your IDS/IPS solutions in the physical environment where performance will be less of a concern.  In fact, you can span a virtual switch's traffic out to a physical NIC as easy as you can to a virtual one.  So why do it virtual and have to pay a 60% CPU utilization tax?  Another solution is to IDS inspect only the things you care about.  Why IDS inspect SSL traffic if you know your solution can't unencrypt SSL.  Its just a waste of compute cycles isnt it?  Policy based switching helps you with directing only the things you care about to an IDS (attack visualization product).  Montego's HyperSwitch also can help you with the traffic redirection of only the things you care about.

Another method of visibility which I tend to be a fan of is one of packet analysis (aka NetFlow).  NetFlow was invented by Cisco some time ago and has gained popularity in the physical world and definately has a use in the virtual world.  NetFlow is lightweight.  Let me say that again, its light weight!  It only sends a summation of packet detail to an analytical engine which can do some number crunching, packet comparison, etc. etc. to make some sense out of whats going on.  Lancope, an Atlanta based visibility company that provides Network Visibility, Security Visibility and User Visibility has this tool on their website that is a Netflow Bandwidth calculator.  You'll see from playing with this ( http://www.lancope.com/netflowcalculator.aspx ) calculator that it doesn't consume a lot of network bandwidth to transmit these network accounting records.  It also doesn't cause a lot of CPU overhead to send these records to an analytical engine sitting somewhere in the network.

Lancope's analytical engines have the ability to do the following for you within your virtual environment:

...and probably a slew of other things I'm not aware of.  A screen shot of their product is bellow:

<- Click to enlarge

You'll notice from the screenshot that you are able to visualize who is talking to who, how much traffic they have sent and received and something called a concern index (not seen on this screenshot).

Now, a concern index is a number that increases as Lancopes analytical engines monitor suspicious activity on a session.  A high counter can be indicative of a security problem.  Its another way of identifying (visualizing) compromised hosts (virtual machines) without having to do signature matching like a heavy weight IPS engine.  Example:  Lets say you have a VM that has a BOT on it and is "owned".  The Lancope product is monitoring this long life session.  Let's say that session is established for several hours or maybe even days or months.  Lets also say that the conversation appears to be mostly unidirectional from a public ip address not belonging to your enterprise.  Lancope would increase a the concern index on this since this server hasn't typically had this type of behavior.  Once the concern index reached a certain level it could then fire off an email, send you a text message or something saying:  Warning, Warning, Danger, Danger Will Robinson!!! You're virtual server may be infected with a BOT, please investigate immediately!!!

This example is VISIBILITY which helps you with SECURITY.  There are a number of other things you can do with NetFlow and Lancope products that have less to do with security and more to do with operational efficiencies.  Things like, helping you answer questions of:  How do I know what network applications are taking up the most bandwidth?  When should I move those applications over to a server with more horsepower?  When did these VM's vmotion over here and was there a traffic condition / CPU condition that caused that to occur?  I could go on and on but thats a topic for another blog entry.

So, my suggestion is to take a look at what NetFlow has to offer.  Montego Networks supports NetFlow transmission and Lancope supports NetFlow analytics and with both you can regain what was lost visibility.

I hope this was helpful to you all!

-John Peterson