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Cybersecurity – How to protect your business.

Best practices and recommendations for OS and Firmware update and verification.

IT management, support and cybersecurity teams understand the importance of keeping their business’ OS and applications operational, up to date and free from known vulnerabilities. Businesses often spend significant resources updating and patching their operating system. However, the firmware that determines the behaviour of system hardware is often overlooked. In many cases, firmware is never updated or at best, only done so because of a malware incursion or operational failure.

The InSight Systems VNOC team believe a disciplined process of both operating system and firmware management is an essential element of good operational and cybersecurity practice. We have complied relevant information below that outlines best practice and our recommendations to ensure systems are maintained effectively. These should be considered by clients when developing and implementing their own organisational strategy and policy around OS and firmware updating.

1. Establish an update policy

Every client should aim to create an ‘update policy’ that outlines and establishes when OS and firmware should be updated. The policy should account for factors of not updating all needed and new features and potential cost of downtime.

The policy should establish buy-in from all IT and technical stakeholders, establish process for emergency updates due to critical security issues and a criteria to determine if an update should be deployed based on security and feature impact.

Once developed, this update policy will be shared with our Managed Services / VNOC team to deliver and ensure appropriate change management is followed.

2. Establish OS and firmware visibility

Our VNOC team use a combination of vendor agnostic and vendor specific platforms to identify when OS and firmware updates are available for system components. Daily scans of devices identify current state, vulnerabilities and operational status while also providing live, 24/7 detection of issues that may adversely affect deployed systems.

3. Develop tools and skills needed for testing, rollout, and rollback

Testing and deployment of OS and firmware is completed based on a series of established process designed to mitigate risk and deliver effective update management across deployed systems. Staff are trained to ensure each specific device or system type is updated effectively and that the processes are repeatable.

InSight’s VNOC has a phased rollout process that sees initial testing of new OS and firmware occur in our demo environment before it is deployed to a nominated client test system then to wider distribution on acceptance. Each system and hardware type are addressed by a separate process to ensure success.

Establishing the rollout program is a critical part of the OS and firmware management. Alongside our VNOC team, each client will identify spaces categorised as “Staging” systems, “General” systems, and “Executive” systems. These designations will determine when updates occur and are referred to as “rings”.

MTRP Testing and Rollback
The VNOC team undertake initial OS and Firmware testing in two of our own demo rooms onsite at the InSight Systems head office. These rooms are part of our staging ring and consist of two different hardware configurations. On patch release day and over a two-week period, we undertake significant analysis of each system and have an operational checklist that is utilised to determine if there are any functional issues. If faults are detected, we work directly with Microsoft to assess and rectify the problems. Once accepted, we then move to deploy each update to our clients “Staging” ring.

Clients that utilise the MTRP service will benefit from being part of a global network of IT/AV professionals that are constantly monitoring Microsoft Teams Rooms for faults, operational and security issues. If an issue is detected, our VNOC team works directly with Microsoft to investigate and resolve any potential impact. This process also helps to improve fault detection and rectification algorithms for the wider global MTRP community.

If an issue is unable to be remediated immediately and is considered an operational risk to our client and their users, our VNOC team can provide Microsoft supported, streamlined rollback of OS or Firmware.

Non-MTRP Testing and Device Process
All device firmware updates are undertaken in line with the clients ‘update policy’ and are only deployed following written confirmation by the client’s representative.

For non-MTRP devices, by utilising vendor specific management platforms, our VNOC team scan devices and are notified when new firmware versions are released for general use. Our team deploy the updates to our demo environments located in the staging ring. On patch release day and over a two-week period, we undertake significant analysis of each system and have an operational checklist that is utilised to determine if there are any functional issues. If faults are detected, we work directly with the specific vendor to assess and rectify the problems or rollback to a previous version if required.

Once accepted by our VNOC team, firmware patches are deployed to the client “Staging” ring first. Following deployment, these systems are analysed to ensure successful version upgrade has occurred and that no changes to configuration or operation function. Testing continues for two weeks and once accepted, updates are applied to the “General” ring. Systems are again analysed and tested over a two-week period and once accepted the “Executive” rooms are patched.

Client-Side Testing and Change management
Our VNOC team recommend that the client designate at least one space at their location to serve as a staging system to test OS and firmware patches. Identifying a staging space on premises enables our VNOC team to test patches within the local network and hardware environment. Remote testing is conducted by the VNOC team and verified with the assistance of a designated onsite client contact (IT support tech or office manager). Once User Acceptance Testing (UAT) has been completed, the VNOC team will proceed with the patching as per the sections above.

If the client has change management policies in place, we can assist with creating the documentation required to push this through the approving body.

4. Make OS and firmware support a priority in hardware purchasing decisions

Our team ensures that our systems are designed and deployed using an established list of approved vendors. Too often, the fractured nature of our industry means there can be a wide variance in how vendors support their products post sale. By ensuring we partner with reputable and established manufacturers, we mitigate the risk of products becoming unsupportable and high security risks for clients.With the ever increasing need to do more with less, and wherever possible promote social distancing, there has never been a more relevant time to provide a remote monitoring solution that can provide automated alerts, with the ability to remotely access any device and remediate issues without the need to attend physically to the room.

Contact to learn more about how our Managed Services / VNOC team can help you protect your business.