3 Ways Service Mapping Could Help You BEFORE a DDoS Attack

February 17, 2017

in ITOM

 

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Imagine you are  working in an IT department and leadership calls an emergency meeting for you, your boss, and your boss’s boss. The non-functional states you noticed on most of your websites was confirmed when IT leadership advises that they have experienced a DDoS attack (Distributed Denial of Service) and, as a result, customers could not access your services. Just as you are running through the details and ideas around mitigating risk, business  leadership calls for an emergency teleconference to assess financial, reputational, and productivity impacts of the attack.

On the call, they ask questions like:

  • “How many users were impacted?”
  • “How much revenue was possibly lost?”
  • “What can we do to prevent this from happening again, and how much will it cost?”

You gaze into space, as random numbers run through your head, and previous plans for the weekend seem to blow away with tumbleweeds.

You think, there must be a million things in that database of ours that we call a CMDB, with another 50 or so people that I would have to talk to in order to make sense of what’s most important to “booking a trip” on our website.  There’s got to be a better way.

Well, actually, there is! It is service maps.

What is a service map anyway?

Service mapping is all about creating a path from what you sell or offer (to the inside and/or outside world), back to EXACTLY everything that it takes to get there.  No noise. No fluff. No hundreds of thousands of pieces in your “CMDB-of-things” to look at. Just what MATTERS.

It starts with what is called a customer-facing “entry point”, usually to an application, which moves from that top level down into the supporting details.

This does 3 things for you:

  1. Reduces the amount of time it takes to calculate “booking service” impact
    • You can save more time and money and safeguard the pace of service maps with services, which can change daily.  Basically, map your services in minutes instead of weeks.
  2. Restores “booking services” (or any service for that matter) FASTER
    • You can easily pinpoint the underlying causes of service issues, and can reliably evaluate the business and service impacts of planned infrastructure changes.
  3. Reduces, what will inevitably become, MORE risk when there are changes down the line
    • You can easily do things like flag unapproved changes for change governance and pinpoint underlying causes of service issues for faster mean time to recovery.
Service maps help you understand how your IT infrastructure delivers business services. They are critical for effective incident, change and availability management, as well as a range of other processes.  Overall, this makes it easier for you to plan a recovery from some of the most challenging security infractions.

Topics: ITOM

Written by Ron Davis, Advisor

Ron is an Advisor at Cask, and has 13 years of hands-on Service Catalog, Service Desk, IT Operations, Service Delivery and Consulting experience. He has worked with clients to build service strategies, service management programs, roadmaps, services, portfolios, catalogs, and processes in multiple industries.