Perhaps nowhere is the ‘better together’ story more evident than with modern IT service management (ITSM) and well-integrated security. Siloed ITSM and security solutions are not only inefficient, but also create security gaps. And the service desk is increasingly under attack by threat actors. Common attack techniques leveraged against help desks and service desks in the last year include leveraging reused and stolen passwords, excess privileged access, insecure remote access, and MFA fatigue attacks.
Changing workforce behaviors (e.g., notably more remote employees) while dealing with digital transformation and cloud-first initiatives multiplies the cyber risks. What is required are best-in-class solutions that integrate and complement each other; yet most organizations have neither the time nor the IT resources and expertise to fashion these solutions.
What is modern IT service management (ITSM)?
Connected to the idea that IT should be delivered as a service, ITSM refers to the way IT teams manage the end-to-end delivery of IT services to customers. However, ITSM has come a long way from the days of simple help desks and ticketing systems. Modern ITSM has become more responsive with fast, flexible service choices, more automated workflows, and self-service options – increasingly leveraging AI/ML technologies.
The aim is to satisfy the changing, dynamic needs of a broader base of IT consumers, both inside the enterprise and out, including customers (CSM). Modern ITSM has become crucial for the success of today’s businesses. Security and risk reduction are fundamental to that success.
The Business Benefits of ITSM
A recent survey of organizations that modernized their approach to ITSM (that is, implemented “…integration into workflows and the use of automation to enhance efficiency, streamline operations and ultimately deliver better user experiences”) uncovered significant business benefits. Some would be expected: better response to system failures, better change management, lower IT operations costs. Others point to unanticipated benefits: increased collaboration between teams and faster, shorter release cycles.
Out of necessity, modern ITSM evolved to meet the heightened expectations of users working within a changing IT services landscape. Those changes include “Bring Your Own Cloud” (BYOC), more SaaS applications, multiple public clouds, and remote work, just to name a few. By better meeting the needs of IT consumers, ITSM can act as the engine for business acceleration.
Modern ITSM can deliver the strategic business advantages of increased productivity, more collaboration, and innovation.
Why successful ITSM requires cohesive, integrated security
The potential benefits of ITSM are largely dependent on having well-integrated security. ITSM is unique in that it sits at the crossroads of the consumers of IT, between remote workers, third parties, those requesting privileged access, and those who are engaging with the expanding IT infrastructure. With remote access and service desks increasingly under attack, this is precisely where strong security is needed.
At the same time, the user experience is key to the adoption and use of ITSM. Anything that slows down or interferes with service delivery workflows – cumbersome procedures that are not streamlined end-to-end, not available on your device or remote, etc. – and you create problems for the end user.
Fast, smooth, and flexible ITSM services are at the heart of a better user experience. An integrated security approach not only addresses vulnerabilities in IT systems, but also mitigates many human-related risks. By incorporating security measures within IT service management workflows, organizations can enhance user experience without compromising on data protection. The goal is to create a harmonious balance between streamlined services and robust cybersecurity measures.
Moving forward, the potential benefits of strengthening integrated security with modern ITSM will only increase. The combined approach will provide a broader, more consistent application of least privilege, and that is key to any zero trust initiative. Additionally, auditing and compliance reporting will be faster and more reliable. There is also the ability to achieve better, data-based decision making based on the knowledge base captured within modern ITSM.
How to achieve modern, integrated ITSM security with BeyondTrust
Here are just a few of the integrated BeyondTrust security capabilities within ITSM that reduce risk and facilitate a smoother workflow:
- Streamline secure remote support sessions to any device – including third party access – by initiating directly from within an incident or change record, without revealing plain text credentials.
- Standardize remote support procedures across Windows, macOS, Linux, iOS, Android, network devices, and peripherals.
- Apply least privilege and zero trust access across support sessions.
- Centralize endpoint privilege management: open tickets for new app requests, integrated approval workflow, and validate tickets before access is granted.
- Store and manage credentials so they are available within the integrated solution for discovery, orchestration, and easier automation of service ticket workflows.
- The ability to search for and retrieve session details and associated tickets or change requests – including access or permissions – on demand.
- Detailed change tracking and recording, including accessing configuration items directly from a change request.
- Auditing of who approved the request and to which privileged account and asset.
For a more complete picture of the benefits and what to look for in an integrated ITSM experience, check out Supercharging ITSM & Reducing Cyber Risk. And here is where you’ll find BeyondTrust’s integrated ITSM security solutions.
David Manks, Vice President, Strategic Alliances
As Vice President of Strategic Alliances, David Manks is responsible for BeyondTrust’s strategic technology alliance partnerships and overall ecosystem of 60+ integration partners.
Manks has over 25 years’ experience as a partner, product, and marketing leader in the software and security space. He brings extensive background and experience to BeyondTrust having led product, marketing, and partner teams for such industry leaders as SailPoint, SonicWall, Dell, BMC, and Citrix.
Manks joined BeyondTrust in 2021 and is passionate about furthering our customer experience and success by enhancing their security and IT infrastructure through our trusted partnerships. He holds a Bachelor's degree in Marketing and Communications from University of South Florida.