5 Types of Talk Triggers for Your B2B Strategy

Customer experience is simple, right? Well, theoretically, the delivery of great customer experience is rooted in an easy-to-understand formula: Great customer experience happens when you exceed customer expectations.

Every time you interact with a business of any type, you have an idea or an inkling of how that interaction will go. That’s the expectation. If the business exceeds your expectation in a noticeable way, you have a great experience. If the business falls short of your expectation, you think the opposite.

The best companies in the world, don’t do a lot of marketing. Do you know why? They operationalize something about their business that motivates their customers to become volunteer marketers on their behalf.

Word of mouth is more important than ever. We trust each other twice as much as we trust brands. It’s the most powerful and persuasive form of marketing.

Everybody thinks word of mouth is important. Between 50 and 91% of all purchases are influenced by word of mouth, but very few companies have a strategy for it. We assume our customers will talk about us, but will they? The biggest mistake we make is assuming that competency creates conversation, that being a good business is enough to get people to tell the story. But all your competitors are also good. Good enough is not enough.

A talk trigger is a strategic, operational differentiator that compels word of mouth. It causes your customers to involuntarily talk about your business. A Talk Trigger isn’t a surprise-and-delight social media tactic, nor is it a gimmick. It doesn’t involve Drake, Rhianna or Cardi B. Oftentimes, it’s something quite ordinary, like a business card, company hold music, or a pre-meeting phone call, that you choose to make different.

A Talk Trigger can also help you exceed customer expectations. Why? Because your customers aren’t expecting it. There are the five distinct types of Talk Triggers. These are the conversational levers you can pull:

You can be more human than your customers expect.

You can be more useful than your customers expect.

You can be more generous than your customers expect.

You can be more responsive than your customers expect.

You can be more playful than your customers expect.

Each of these types of Talk Triggers is talkable. One isn’t more advantageous than the other. However, one might be a better fit for your business or for your brand, and that’s a key ingredient of creating a Talk Trigger that will have word of mouth success. Let’s take a look at each one.

Be More Human Than Your Customers Expect

These days, empathy from business is in short supply for two main reasons. The first is empathy requires inconsistency and listening. It requires interacting with customers as individuals. This approach, by definition, drives up the per-interaction cost every time a business intersects with the customer. The second reason is that empathetic interactions means that employees must have permission to work outside of a script. For many companies, the concern of risk involved is too great.

This is why, when businesses choose the opposite approach, being empathetic and human can have a massive word of mouth impact.

Be More Useful Than Your Customers Expect

Not all businesses and organizations have the heart to be disproportionately empathetic, and that’s OK. For those companies, it may make more sense create a word of mouth engine that is more logical and useful. In 2013, I wrote Youtility: Why Smart Marketing is About Help, Not Hype that showed businesses how to attract customers by providing online content that informs and educates. This idea can work as a Talk Trigger, too.

This Talk Trigger archetype is most-likely to be noticed in an industry or business-setting that is not known for being helpful or making customers’ lives easier. Being different than what’s expected creates a Talk Trigger and helps your business solve the customer experience formula.

Be More Generous Than Your Customers Expect

Consumers are besieged by companies giving them less for the same price, or worse, for a higher price. We are surrounded by this phenomenon, also known as “shrinkflation.” According to a study by the National Statistics in the United Kingdom, 2,529 products decreased in size between 2012 and 2017. The ubiquity of shrinkflation is why showing your customers the opposite, showing generosity, can be an effective Talk Trigger.

Generosity creates conversation because customers are stunned that, as a business, you’ve decided to give something away… for free.

Be More Responsive Than Your Customers Expect

Forty-one percent of consumers say that when they contact a business, getting their issue quickly is the most important element of that customer service interaction. Nine out of ten American consumers refuse to wait on hold for more than five minutes when they’ve called a business.

Speed matters, but it’s also a moving target. What was considered “fast” in 2000 is now slow. What was considered “fast” in 2010 is table stakes for most businesses in 2019. This relentlessness of the changing pace and expectations around speed and responsiveness means there’s an exceptionally high standard for a company to make this a Talk Trigger.

It is operationally difficult for a company to create a speed-based Talk Trigger, but when one does (and many have), there’s an extraordinary payoff.

Be More Playful Than Your Customers Expect

When asked to describe a business, most customers don’t think to mention the word “fun” or “amusing.” Most businesses are difficult to describe because there are a limited number of synonyms for the word “fine.”

Like the other Talk Trigger archetypes on this list, this fact presents an opportunity for businesses. The expectation is that your business will be vanilla, which means adding a little flair will create chatter.

Whichever Talk Trigger archetype is right for your business, we’re trying to do the same thing. We’re creating a circumstance where your customers say these words, “You won’t believe what happened to me when [FILL IN THE BLANK]…”

Your customer experience is what fills in that blank.

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New Perspectives on Software-Defined WAN

The integration of Software-Defined Wide Area Networking (SD-WAN) with cloud management functionality into the Cisco family of routers in 2018 excited many of our customers. Instantly over a million installed Cisco ISR and ASR routers could be upgraded to become SD-WAN capable, improving application performance for a distributed workforce, store outlets, and branch offices. SD-WAN lowers the cost of branch connectivity to not only the enterprise data center but also IaaS and SaaS application platforms. Later in 2018, we addressed the evolving Cloud Edge—the intersection between security, networking, and the cloud—by adding full-stack security to Cisco SD-WAN. This brings flexible, secure connectivity to distributed organizations with multicloud environments by making every WAN device software-defined and secure.

In short, SD-WAN has arrived and organizations are deploying it worldwide. So what can we look forward to as this technology enters its next phase? Let me preview some of the ways we are working to bring even more control, functionality, and flexibility to SD-WAN.

Turning the Internet into a Manageable and Secure WAN

One of the key features of SD-WAN is the ability to use multiple connectivity options simultaneously to always have the most reliable or appropriate connection for application Quality of Experience. Specifically, you can choose among the options available for the location: MPLS, Ethernet, internet, leased lines, DSL, LTE networks, and soon 5G. It’s this flexibility to choose the most cost-effective and best-performing connectivity option available to provide the ideal application experience for each location of a distributed workforce. For example, need to ensure that Office 365 Cloud is performing as needed at branch offices? Instead of relying on an expensive MPLS connection backhauling to headquarters for connections to multicloud applications, use a secure Direct Internet connection to the Microsoft Cloud, which is continuously monitored by SD-WAN to meet performance SLAs.

What’s next? The ability to manage end-to-end connectivity from enterprise to 5G endpoints and back will bring greater levels of control over data traffic and application performance. The key to extending intent-based networking controls from enterprise to 5G cellular endpoints is network slicing in the 5G channels in conjunction with micro-segmentation in the enterprise. 5G slicing enables the carrier to separate traffic into unique partitions, keeping sensitive data separate from normal traffic. The technique enables 5G providers to maintain the necessary service level agreements for low-latency traffic, and create an end-to-end virtual network encompassing compute and storage functions.

Wired and wireless Enterprise networks are already segmented to channel traffic according to type (sensitive/video/IoT), priority, and latency. Today with 4G LTE, the enterprise segmented traffic destined for a cellular endpoint would move onto the cellular network with few controls over how the data is segmented and managed. The new 5G networks can be sliced to match the security and performance requirements of the segments in the enterprise, thus maintaining the original policies from end-to-end. A security policy, for example, that is established in the enterprise network will follow a person’s device as it transitions from the enterprise to a 5G network slice. Cisco SD-WAN will be able to take full advantage of network slicing in 5G to meet the security and segmentation needs of enterprise networks.

Virtualizing Network Functions for the SD-Branch

Bringing the focus back to ensuring robust branch connectivity, we are enhancing the functions that run on the local edge routers and appliances along with the core SD-WAN software suite. Virtualizing network functions (VNF) increases local performance and minimizes backhaul traffic to corporate data centers DMZs or cloud platforms. Many functions are being virtualized on edge routers and appliances—such as optimization and intelligent caching, application-aware firewalls, intrusion detection, and URL filtering. And, of course, SD-WAN’s full security stack supports compliance, direct internet access, direct cloud access, and guest access.

Virtualizing critical functions and running them at the cloud edge—in the branch office, store, or clinic—improves both the efficiency and cost-effectiveness of distributed computing and a remote workforce. VNFs can also be run on cloud platforms and colocation facilities to spread the functionality over multiple remote locations. For example, by consolidating VNFs on a provider’s IaaS platform—a virtual network hub—IT can reduce management costs while being able to spin up or down new virtual machines as needed to accommodate workloads and connectivity for a group of regional branches. More on this in a future blog post.

Improving Application Quality of Experience with WAN Optimization

WAN optimization techniques have been around since the early days of frame relay and MPLS. The main goal of dedicated optimization appliances was to maximize the throughput on these relatively expensive circuits. As new technologies such as VoIP and video became critical to business, optimizing the circuits to provide the necessary Quality of Service grew in importance. But as direct internet connections became the rule rather than the exception for accessing popular SaaS and cloud apps, a much more granular, flexible, and automated WAN optimization process is required. Thus SD-WAN was designed to meet the new application QoE demands.

There are several optimization methods that Cisco SD-WAN currently employs to improve the QoE for cloud and SaaS applications accessed by the distributed workforce. Currently, Cisco SD-WAN monitors the available links for latency, packet loss, and jitter that affect throughput and performance. By dynamically measuring these characteristics and comparing them with service levels that specific applications require, the SD-WAN can automatically decide which circuits to use for individual applications. VoIP and video are two applications that require specific levels of latency and low jitter to perform correctly. While a SaaS application may be more tolerant of jitter, it still requires a guaranteed level of throughput to provide satisfactory performance. SD-WAN automates the monitoring and selection of appropriate paths to maintain expected QoE for each type of application.

Supplementing these existing performance attributes of SD-WAN are new controls for TCP optimization, forwarding correction, and packet duplication. SD-WAN provides metrics that aid in fine tuning the optimal TCP congestion algorithm to improve application performance. For example, the Cisco SD-WAN TCP optimization engine, a new layer in the Cisco SD-WAN stack, helps maintain superior application performance in high latency networks such as satellite, transcontinental, and other types of circuits prone to high-loss and high-latency.

To better tackle lossy networks, even for non-TCP applications, the Cisco SD-WAN optimization stack includes a Forward Error Correction (FEC) mechanism. FEC improves application experience by using additional parity packets to protect against loss. In situations when the loss percentage is very high, the Cisco SD-WAN optimization stack maintains performance by deploying a Packet Duplication feature. These optimization features help mitigate packet loss over noisy channels, thereby maintaining high application QoE for voice and video in particular. They are being integrated into the Cisco SD-WAN stack in upcoming IOS-XE releases. All three optimization techniques are managed via Cisco vManage and vSmart virtual network functions.

Edge-to-Cloud Protection with Integrated SD-WAN Security Stack

Securing branch to cloud to data center traffic, in all its permutations, is a key strength of SD-WAN. Last year Cisco added a virtualized security stack to provide multiple levels of protection at the cloud edge that includes:

• Application-Aware Enterprise Firewall with the ability to identify, permit, or block over 1400 applications.
• Intrusion Protection System (IPS) using Snort, the most widely deployed IPS engine in the world, to deliver real-time network defense against malware intrusions.
• URL-Filtering with advanced reporting on over 80 URL categories, providing IT with greater visibility and reducing risk with usage policies customized to an organization’s unique needs.
• DNS/web-layer security with integrated connections to Cisco Umbrella to prevent enterprise branch users, guests and mobile users from accessing inappropriate internet content and known malicious sites that might contain malware and other security risks.

Cisco SD-WAN Security Today

Coming soon to a Cisco edge router near you is Cisco Advanced Malware Protection (AMP) Threat Grid operating as a virtual network function (VNF). The additional AMP-focused layer includes a context-aware knowledgebase of known malware infectious agents. Cisco AMP Threat Grid identifies and alerts IT staff of discovered infections, and provides information on the malware method of attack, a measure of the threat it poses, and how to defend against it. Operating at the branch edge, with the SD-WAN VNF security stack, AMP Threat Grid provides a layer of malware protection, examining all incoming and outgoing traffic, ensuring that malware originating from direct internet connections can’t infect branch devices. Similarly, malware originating from the branch can’t hide in traffic outbound to the enterprise network or cloud applications.

Threat insights exposed with AMP Threat Grid are viewable through the Cisco vManage Portal where administrators can also initiate protective actions such as segmenting infected devices from the rest of the network. The vManage Portal gives network admins a view across the entire WAN, displaying all suspected infections, malware type, and paths of infection through the network. To augment security threat intelligence, the VNF instances of AMP Threat Grid working at the local edges are continuously connected to both AMP Cloud and Threat Grid Cloud, both managed by Cisco Talos Security.

AMP Cloud and Threat Grid Cloud collect malware and suspicious file data from Cisco installations around the world, maintaining a Malicious File Hash catalogue of suspected infections and keeping the information up to date on all Cisco routers as well as third-party security tools via an open API. For example, API integration of AMP Cloud and Threat Grid Cloud with application-aware, threat-focused firewalls provides rapid identification of suspected malware files with automated sandboxing of unknown files in the Threat Grid Cloud for additional analysis.

SD-WAN Continues to Improve Branch Connectivity, Application QoE, and Security

Cisco SD-WAN is foundational for a new software-defined network architecture. As organizations become more distributed, the workforce needs new ways to connect edge to cloud, data center to branch, while ensuring a high Quality of Experience for cloud and SaaS applications wherever they are needed. Cisco is at the forefront of this new wave of distributed connectivity, continuously refining our SD-WAN software and security stack to meet the needs of the digital enterprise.

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New Cisco FindIT 2.0 Network Manager and Probe

The Cisco Small Business and the Cisco FindIT Product Teams are very pleased to announce the release of version 2.0 of the Cisco FindIT Network Manager and Probe. Some of the improvements mean that some use cases are now in play especially with larger scale scenarios. We think you all will be impressed by what the team has been able to accomplish!

This is a major update to Cisco FindIT and brings a couple of big improvements:

◈ A completely revised interaction model that greatly improves your ability to perform multi-site management. You can view, report and act on devices across multiple sites at the same time, and configuration profiles can now also be applied across multiple sites.

◈ Managed Services Providers will like the introduction of organizations. These allow you to group your customers’ networks together and filter your view to a single customer.  You can also limit individual users to being able to view and manage only a single organization or a subset of organizations.  This means you can even give your customers direct access to FindIT so they can see their networks without having any concerns that they will see the networks of any other customer.

◈ In-house IT Organizations will also love the new improvements of the multi-site, multi-tenancy as well the ability to manage separate sites easier, quicker and with greater efficiency. This allows organizations to do more with less.

In addition to these big changes, there are a number of smaller enhancements, including:

◈ Wireless reports are now more flexible and interactive, and keep a greatly extended history; up to two years’ worth of network data

◈ The FindIT Monitoring Dashboard has been reworked to allow it to be customized more easily and intuitively

◈ Cisco FindIT Network Manager now scales more flexibly than before. Previously, the limitation was by the number of sites, now this limitation is by the total number of devices under management

◈ Privacy controls have been added so you can explicitly control how and when any data gets shared with Cisco

◈ The installer packages and virtual machine images have been cryptographically signed to give you confidence that the software has not been modified or tampered with in any way

◈ In addition, numerous other enhancements and improvements have been made throughout the application.

Finally, for those of you who are interested in using our Cisco FindIT 2.0 Network Plug and Play for doing zero-touch deployments (No need to pre-configure or pre-stage) of your network hardware, we have put together the Network Plug and Play Solution Guide for SMB that goes through everything that you need to get the zero-touch process up and running. This is a big improvement!

Our team is very excited by this release, and we hope you think so too. For existing users, you should already have been notified about the update through the FindIT Manager user interface. For new users, go to https://www.cisco.com/go/findit-sw to download the software and try it out, or search for ‘Cisco FindIT’ in the AWS Marketplace. Remember, you may download and try FindIT for up to 90 days without any obligation.

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Happy Birthday, Threat Response: Only a year old, but boy have you seen some things!

Cisco Threat Response: For security analysts, by one of their own

The work of a security analyst is arduous and time consuming but rewarding too. I know, I spent a good part of my career sitting in a seat, investigating and responding to threats in a Security Operations Center (SOC). I spent way too many hours and weekends moving from console to console piecing together information from disparate systems to investigate a single threat. The various SOCs I was part of were made up of millions of dollars in the latest, best-of-breed technologies alongside open source components and scripts that were supposed to work together but too often didn’t.

That’s why I’ve been focused on designing and building systems to make the lives of the security analyst easier and their work more effective. It’s rewarding to see the products we’ve built have a positive impact on an analyst’s abilty to do their job effectively. A year ago, we introduced a new application for security analysts to make security investigations fast and easy. It pulls content for detection and response from across the security stack: from the cloud, network, endpoint together in a central location. We call it Cisco Threat Response.

Rapid Adoption

Since we released the first version of Threat Response a year ago, it has been used in more than 3,600 SOCs, and has even added value in organizations without full blown SOCs. The feedback has been incredible and has given us so much confidence in Cisco Threat Response, we’re giving it away at no cost to existing customers. It’s included with the license for any Cisco Security product that integrates with it. As good as our Cisco Security products perform on their own, we know that they are even more effective when they’re used together. It’s all about making your SOC operations run faster: from detection, through investigation, to remediation. How? It’s all API-driven.

API-Driven

Cisco Security products have used APIs for years. The difference now is that Cisco Threat Response pulls them together so you don’t have to. With long lists of observables to investigate, Threat Response gets you immediate answers by calling both threat intelligence and our security portfolio APIs — confirming threats and showing you exactly where you’re affected — delivering a clear view of what’s happening.

Customers are excited to learn they can also utilize these APIs to integrate Threat Response directly into their existing Security Incident and Event Management systems (SIEMs) and Security Orchestration, Automation, and Response tools (SOARs). Customers even report they see Threat Response reducing the burden on their SIEMs.

And our customers seem to love this approach. One customer wrote to us “I like quickly being able to see infections on my network and this presents them in a really nice fashion…” Another said, “You cannot hit a target you cannot see. Threat Response simplifies security analysis”

Security integrations that simplify SOC operations

Picture a typical investigation that happens many times a day in SOCs around the world: A potential Emotet malware outbreak. Maybe you’ve investigated it yourself. Emotet a well-known banking trojan that attackers love, keeps coming back in fresh, new forms. The Indicators of Compromise associated with it include a very, very long list of known file hashes, distribution domains, and command-and-control IP Addresses. Investigating these observables one at a time to see if you’re affected can take hours.

Cisco Threat Response calls threat intelligence APIs to gather the all the dispositions for each one at once. Then it calls the Cisco Security products’ APIs and learns what each one knows about every observable. Cisco AMP for Endpoints knows what systems have the malicious file hashes. Cisco Umbrella knows which devices called out to malicious domains. Integrating your Email Security Appliance (ESA) lets you know who received that attachment or phishing URL and so forth until it gathers everything necessary to show you exactly what is happening in your environment.

More than a Pretty Face

Threat Response reflects years of back-end integration work by engineering. It begins and ends with a highly integrated architecture of world-class threat intelligence coupled the integration of advanced security technologies covering the attack surface across the cloud, network and endpoint. This is critical for effective, consistent detection and response across the critical points of your architecture.

Borrowing from the earlier example, an unknown file in an Emotet variant gets analyzed by our Threat Grid Malware Analysis engine and finds malicious behavior. Our architecture allows Threat Grid to share this intelligence across the entire portfolio so this file is blocked at the endpoint, in email, on the network for every customer around the world in a matter of minutes. And Threat Response shows you exactly every place where you were targeted by that file and confirms where it was blocked or detected.

Getting the Full Picture – the Relations Graph

That clear view we provide is perhaps the most compelling technology in Cisco Threat Response. By visually depicting the relationships among the observables and dispositions, the affected systems in your environment (called Targets and shown in purple), and the other systems that are related to the outbreak, you’ll know immediately whether you’re affected and how. Skip the hours and hours of investigation time.

Plus, you can take action directly from the Relations Graph. It provides actions (called Pivot Menus) from which you can continue the investigation in the other products’ consoles (taking you there seamlessly) or call their APIs directly to take action. Those Targets shown in purple? Maybe you want to quarantine those hosts through AMP for Endpoints, which you can do with a single click. Those malicious C2 domains? Maybe you want to tell Umbrella to block, at the DNS layer, everything on your network from connecting to them, which you can with another click.

Sources of Detection

Threat Response is driven by the individual Cisco Security products and threat intelligence sources that feed into it. Cisco Talos research and Threat Grid for threat intelligence, Threat Grid for static and dynamic file analysis, AMP for Endpoints for dynamic and retrospective endpoint detection and response, Email Security (the number one vector of attack), Umbrella for internet domain intelligence and blocking, and Next Generation Firewall for network detection and blocking. Threat Response brings these products together to bring you context about the events seen in your environment allowing you to further enrich this context with your own intelligence sources.

Operationalizing Threat Intelligence

One of the most popular features is the browser plug in we’ve developed that takes unstructured data from any webpage or application, finds the observables or indicators of compromise and automatically renders a verdict on that observable (clean, malicious, unknown) based on our threat intelligence. Like that Talos blog example we used earlier: one click pulls all the observables mentioned on that page without the need to manually cut and paste each one (and there are 634 observables mentioned – I had them counted!) Moreover, you can access the Threat Response pivot menu, including domain blocking, without ever leaving the page.

The best part about Threat Response is rate of innovation within the application. The endgame is better cybersecurity through better SOC operations: faster detections, simpler investigations, and immediate responses. We love what we have released to date and even more excited about our roadmap. Our engineering teams are delivering new enhancements, including new features and product integrations every two weeks. There’s much more to say about Threat Response than I can detail in a blog. I encourage you to experience it for yourself. The work of the SOC teams is too important to be tedious and increasing their efficiency will have better security outcomes for everyone.

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When you request a .jpg and get ransomware

Security Operations Center at RSAC APJ 2019

For the 3rd year, RSAConference 2019 APJ created an educational exhibit, sponsored by RSA, Cisco and M.Tech, to monitor the RSA Conference public Wi-Fi network provided by the Marina Bay Sands (MBS). This exhibit was created in the form of the RSA Conference Security Operations Center (SOC). RSA and Cisco provided technology and staffing to monitor the network for threats, but also to educate attendees on the risks of free Wi-Fi.

What is the difference between a SOC and a NOC?

Network Operations Center

The NOC is usually responsible for monitoring and maintaining the overall network infrastructure—its primary function is to ensure uninterrupted network service

Security Operations Center

The SOC is responsible for protecting networks, as well as web sites, applications, databases, servers and data centers and other technologies

RSA and Cisco provided the SOC. The NOC was provided by the MBS.

The mission of the RSAC SOC was to ensure the conference Wi-Fi is not attacked (denial of service, laterally spreading malware, etc.). We did not block malicious DNS traffic, downloads or attachments; as this was a learning and demonstration environment. We make sure that network is protected from attackers. We locate (when we can) and advise users when they are at risk.

What technology is in the RSAC SOC?

MBS provided the RSAC SOC a span of all network traffic from the .RSACONFERENCE network, which was passed through the Cisco Next Generation Firewall / ISP and then split the traffic to NetWitness Packets NetWitness Packets and the Cisco Stealthwatch teams.

RSA used NetWitness Packets to collect and investigate all traffic on the Wi-Fi network, from the firewall; to detect deviations from normal behavior and create a probability-weighted risk score for alerts based on these results. NetWitness inspects every network packet session for threat indicators at time of collection and enriches this data with threat intelligence and business context. At the end of the conference, all of this data was wiped from NetWitness.

For suspicious files that might be malicious, NetWitness Packets checks a community AV lookup, some static analysis and its own network intelligence. Then NetWitness Malware Analysis sends the files to Cisco Threat Grid for dynamic malware analysis.

Threat Grid combines advanced sandboxing with threat intelligence into one unified solution to protect organizations from malware. Threat Grid analyzes the behavior of a file against millions of samples and billions of malware artifacts. The SOC team had a global and historical view of the malware, what it’s doing and how large a threat it posed to the RSAC network.

Threat Grid identifies key behavioral indicators of malware and their associated campaigns. The SOC team was able to save time by quickly prioritizing attacks with the biggest potential impact. We used tools like Glovebox, to safely interact with samples and observe malware behavior directly. In addition, we used Cisco Umbrella to have visibility in all DNS activity. We also used the Threat Intelligence of Cisco Threat Response and Talos Intelligence.

When the Cisco team found a potential threat, they handed it off to the RSA team for further investigation. In summary, the technology stack was:

◈ Firewall – Cisco Next Generation Firewall with IPS

◈ Full Packet Capture and Investigation – RSA NetWitness Packets

◈ Dynamic File Analysis – Cisco Threat Grid

◈ DNS / IP Intelligence – Cisco Umbrella / Cisco Umbrella Investigate

◈ Encrypted Traffic Analytics – Cisco Stealthwatch

◈ Threat Intelligence – Cisco Threat Response / Talos Intelligence

Perimeter Defences: Stopping Threats That Matter

Cisco’s Next-Generation Firewall running Firepower Threat Defence (FTD) software was set up as the perimeter security device. The firewall inspected all wireless guest traffic from event attendees, configured in monitor-only mode. FTD offers breach detection, threat discovery and security automation. Rich contextual information (such as Applications, Operating Systems, Vulnerabilities, Intrusions, and Transferred Files) served the SOC to help uncover threats lurking in the environment.

Discovered Applications

Discovered Files

Intrusion Information

During the conference, several intrusion events were recorded by FTD. Automated event analysis correlated threat events with contextual endpoint data, to identify IPS events that require immediate investigation. Whenever a working exploit targeted a vulnerable host on the guest network, an Impact 1 event was raised. For the SOC, that helped cut through the noise and focus attention to save previous time.

Multiple events were categorized as high priority.

One of the Impact Flag 1 events shown below, signalling about suspicious .bit query going over DNS, and associated with a Network Trojan.

The FTD would drop this communication, if it were in a production environment and configured in the active blocking mode. Reviewing the host profile, we confirmed that the target host had a large number of high-severity vulnerabilities associated with unpatched software versions. It may have been infected by malware attempting to control it remotely.

When you request a .jpg and get ransomware

On the first day of the Conference, the SOC team observed a .JPG file served to a conference attendee who connected to a website. The .JPG file was extracted by NetWitness and found to actually have a file header of MZ, used for executables.

Since it was an executable, it was automatically sent for analysis. The static analysis had a score of 0 and 50 from the RSA Malware Analysis Community lookup, meaning it had never been detected by dozens of AV vendors.

The Dynamic Analysis/Sandbox score from Threat Grid was 100, meaning confirmed malicious based on behavior. The team went into action to assess the threat.

The supposed .JPG file was assigned a Threat Score of 100 for the Behavior of Troldesh Ransomware Detected. Troldesh, also known as Shade, is a Russian-targeted Ransomware variant written in Visual Basic. It will encrypt user files and request a ransom to be delivered after contacting a supplied e-mail address. All encrypted files will have an .xtbl extension appended to them.

We also noted the sample attempted to hide itself as a Windows system file, opened up a Personal VPN – Proxy/Anonymizer and wrote files to a USB drive.

We pivoted to Threat Response to learn more and determine if it had been seen before.

With Threat Response we were able to have a global view of the file, that it was first seen November 2018. In a production environment, this threat intelligence would have blocked the file on all integrated Cisco Security platforms.

The NetWitness team investigated the machine that requested the .jpg and confirmed it downloaded other suspicious files.

One of those was titled Memorandum of Sale, but also was an executable that attempts to steal Firefox passwords.

Phishing attack

We also saw a phishing attack, masquerading as a banking email. NetWitness reconstructed the email and sent the attachments to Threat Grid for analysis.

The Payment Advice attachment was actually the LokiBot malware.

Standing up a malicious domain for 24 hours

On the first day of the conference, we noticed some suspicious DNS traffic in Umbrella to a newly created domain. The requests happened throughout the day.

We moved to Umbrella Investigate to learn more and confirmed the sudden malicious activity of 0 DNS requests to over 120,000 global requests.

The requests spiked to 151,000 over the 24-hour period and then they stopped, globally.

We could see the domain was registered in Russia and the distribution of the requesters.

Looking at the NetWitness logs, we could see all requests from RSAC came from Android devices.

Outbound traffic for hostname rousema[.]com [208.67.220.220] we can see 13 sessions from 10:50 AM - 16:50 PM SGT Tues 16th/Jul.

service type UDP DNS & HTTPS

This is originating from 3 IPs

10.10.1.143 Android 9 Samsung Phone sm-g955f running dalvik/2.1.0, Samsung M1client daylite/3.0.05.9 & x86_64 Linux - 11:06 AM SGT - 15:23 PM - (All traffic from IP from 10:31 AM - 16:59 PM)

10.10.5.9 Android 7.0 Phone trt-l21a running dalvik/2.1.0 & Android 2.2 - 10:50 AM SGT - 17:06 PM - (All traffic from IP from 10:51 AM - 23:19 PM)

10.10.2.31 x86_64 Linux & Android 9 Samsung Phone sm-n950f running dalvik/2.1.0(13:12 AM SGT - 13:12 PM - (All traffic from IP from 10:31 AM - 14:16 PM)

Dalvik is the discontinued process Virtual Machine in Android 4.4 and earlier

It was a textbook example of a temporary domain infrastructure that would be blocked in a production environment.

Overall, we saw over 5m DNS requests during RSAC APJ. A couple of thousand would have been blocked in a production environment.

We were also able to have visibility in the 2,001 apps that had DNS activity during the conference.

Stealthwatch brings additional network visibility

Stealthwatch detected insider threat activities like Command & Control activity and Data Exfiltration just over the baseline period of two days, indicating potential threats on the network.

The solution with its unique ability to look at encrypted traffic without decryption, also detected users with unknown TLS version.

Now we can extend this comprehensive visibility to cloud networks as well with an offering called Stealthwatch Cloud.

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Optimizing Multi-Cloud Connectivity with Cisco SD-WAN Cloud onRamp for Colocation

Enterprises are busy implementing SD-WAN to provide cost-effective, secure, and application-aware connectivity to multiple cloud platforms for branches and remote offices. The results are clear: a distributed workforce obtains superior Quality of Experience (QoE) for multi-cloud and SaaS applications with a full security stack built-in to the edge routers to protect data and privacy. Choosing direct internet or direct cloud connectivity options reduces latency to provide appropriate levels of QoE for SaaS applications while eliminating the expense of backhauling all branch traffic to distant enterprise data centers. For many organizations with a network of remote sites, implementing Cisco SD-WAN at each branch is a perfect union of control, cost effectiveness, and security.

However, aggregating access to multi-cloud applications from multiple branches to regional CoLocation facilities may be a better solution for:

◈ Multi-national organizations that prohibit using direct internet connections to cloud and SaaS platforms at the branch level due to data security restrictions and international privacy regulations for cross-border sharing of personal information.

◈ Global organizations, such as financial institutions, that often have thousands of branch offices spread over multiple geographic regions, each one requiring high application QoE with granular security over traffic segmentation and application access; providing each site with an edge router may not be the most cost-effective implementation.

◈ Partners and vendors, who are not using SD-WAN, still need connectivity to their customers’ enterprise resources and applications but do not want to install a customer’s SD-WAN routing appliance in each of their sites to provide secure access.

◈ Remote workers—at home offices or mobile—need secure VPN connections to enterprise resources over inexpensive direct internet links without backhauling traffic to a VPN firewall at a central data center and incurring additional latency that affects application performance and voice/video quality.

In these cases, it can be more efficient and economical to regionalize SD-WAN services in colocation facilities that are physically closer to the branches and often may even host the cloud resources they need to access. Creating a software-defined virtualized multi-cloud onRamp for CoLocation facilities to serve groups of regional branch offices, partners, and a remote workforce, provides consolidation, control, and security for large distributed organizations and those with regulatory compliance challenges.

Consolidation, Control, and Security

To simplify the deployment and management of SD-WAN for multiple branches distributed over several regions, Cisco is introducing the Cisco SD-WAN Cloud onRamp for CoLocation. This new capability expands Cisco SD-WAN onRamp features that make it easy to optimize IaaS and SaaS performance. The platform of virtualized network functions (VNFs) and trusted hardware runs in a colocation facility to provide connectivity to multi-cloud applications, along with an integrated security stack and cloud orchestration for remote management.

A typical use case for implementing a Cloud onRamp for CoLocation is an enterprise that has dozens of distributed branch offices, clustered around major cities, spread over several countries. The goal is to tie each branch to enterprise data center databases, SaaS applications, and multi-cloud services while meeting SLAs and application QoE expectations. Each region encompassing the target cities uses a colocation IaaS provider that hosts the Cisco Cloud onRamp for CoLocation, which consists of physical and virtual components:

◈ Cisco SD-WAN vManage for centralized management of the SD-WAN Fabric, the Cloud onRamp for CoLocation feature makes it easy to manage policy and deploy VNFs in a colocation facility.

◈ Cisco Cloud Services Platform (CSP) 5444 for hosting the VNFs.

◈ Cisco Catalyst 9500-40 Switches provide multi-gigabit backplane switching to VNFs, redundancy, inbound/outbound WAN connectivity, and access to colocation management tools.

With Cisco SD-WAN Cloud onRamp for CoLocation operating regionally, connections from colocation facilities to branches are set up and configured according to traffic loads (video vs web browsing vs email), SLAs (requirements for low latency/jitter), and Quality of Experience for optimizing cloud application performance. Each branch or private data center is equipped with a network interface that provides a secure tunnel to the regional colocation facility. In turn, the Cloud onRamp for CoLocation establishes secure tunnels to SaaS application platforms, multi-cloud platform services, and enterprise data centers. All traffic is securely routed through the Cloud onRamp for CoLocation stack which includes security features such as application-aware firewalls, URL-filtering, intrusion detection/prevention, DNS-layer security, and Advanced Malware Protection (AMP) Threat Grid, as well as other network services such as load-balancing and Wide Area Application Services.

The platform also enables non-SD-WAN-managed traffic from partners, for example, to funnel through the colocation facility on the way to other branches, data centers, or SaaS applications, taking advantage of the Cloud onRamp’s security and policy management. A remote-office or mobile workforce can use SSL VPN tunnels to access the colocation facility directly, and from there the services and platforms connected via the SD-WAN. If a partner organization has an existing physical link to the colocation facility, the Cisco Cloud onRamp for CoLocation is capable of terminating the link to join the service chain.

Multi-Cloud, Multi-SaaS Connectivity with Security and Trust

With virtualized Cisco SD-WAN running on regional colocation centers, the branch workforce has access to applications and data residing in AWS, Azure, and Google cloud platforms as well as SaaS providers such as Microsoft 365 and Salesforce—transparently and securely. Distributing SD-WAN functionality over a regional architecture also brings processing power closer to where data is being generated—at the Cloud Edge. It’s at this intersection of the network, cloud, and security where businesses face greater risks, inconsistent application performance, and increasing complexity. The Cisco Cloud OnRamp for CoLocation applies consistent security policies across branches, devices, and people depending on authorized access requirements, even when multiple service providers are routing traffic.

With the SD-WAN functionality hosted in a colocation facility, ensuring that router appliances and software are original Cisco products and have not been tampered with at any stage of installation and operation is a critical consideration. That’s why Cisco embeds an encrypted Secure Unique Device Identifier (SUDI) in tamper-resistant silicon in SD-WAN router appliances. This foundational level of trust is complimented with VNF image signing, secure boot, and the Cisco Secure Development Lifecycle to ensure software and hardware are tamper-proof. With this built-in level of trust established, IT can remotely configure and manage Cisco Cloud onRamp for CoLocation installations from the other side of the world with confidence that the target Cisco hardware and software are original and uncorrupted.

Open Architecture Integrates Third-Party Functionality

Recognizing that enterprises with distributed workforces and regional offices often rely on a variety of networking products, the Cisco Cloud onRamp for CoLocation has an open architecture, enabling third-party VNFs to integrate with the SD-WAN fabric. For example, even though Cisco SD-WAN comes with an integrated security stack, an organization may already have trained and programmed a third-party security firewall or Intrusion Protection solution and wish to integrate those services in each Cloud onRamp for CoLocation. Other VNFs such as Load Balancers and Web Application Security can be added as needed to conform to an enterprise’s existing configurations and security policies. The Cisco Cloud onRamp for CoLocation fully supports custom applications as well, using a custom packaging tool to bundle the specialized apps and integrate them into a service chain.

Secure Multi-Cloud Connectivity—Everywhere You Need It

Whether deploying SD-WAN at the cloud edge to serve an individual branch office or via colocation facilities to serve multiple regional sites, Cisco provides simplified orchestration and automation of enterprise WAN service chains. Our software-defined architecture ties together a distributed workforce with multi-cloud applications using VNFs that can be rapidly provisioned and expanded on flexible colocation platforms to meet evolving business needs and regulatory requirements. Keeping regional offices connected and productive is more cost effective and easier to manage than ever.

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Using DCNM 11 for Easy Provisioning of Networks and VRF’s

As you might remember from our last post within our DCNM 11 series, we discussed provisioning underlay for VXLAN EVPN fabric using fabric builder in DCNM 11. Today, we’re continuing the discussion by featuring how Cisco’s Data Center Network Manager (DCNM) empowers Easy Provisioning of Overlays using pre-defined, best practice, out-of-box templates.

Once the underlay has been deployed via the DCNM fabric builder, overlay-related networks and VRF configurations need to be provisioned on the appropriate devices. DCNM provides simple workflows for provisioning of overlays in multiple fabrics, using flexible, customizable profile templates. Beyond the creation of Networks and VRFs for end-point attachment, Data Center Interconnect (DCI) and external connectivity like Inter-AS Option A (aka VRF-lite) can be configured with minimal user input. Various resources required for Layer-3 hand-off configuration are auto-generated from user-defined pools, making the setup of external connectivity a breeze.

In the case of DCI using VXLAN EVPN Multi-Site technology, DCNM provides a simple way to auto-configure the border gateway and core device peerings. Overlay provisioning workflows have enough built-in intelligence to abstract out the various kinds of underlays and greatly aid the network administrators in the migration of the centralized gateway employed in legacy environments, to the distributed IP anycast gateway in VXLAN EVPN environments.

Networks and VRFs in DCNM 11.2

DCNM allows users to create a Layer-2/Layer-3 Network and its associated VLAN, VRF and VNI, using out-of-box best practice templates. A Layer-2 network can be incrementally migrated to Layer-3 by mapping that Network to an appropriate VRF. DCNM automatically deploys a VRF to a switch when a Layer-3 network associated with that VRF is deployed to that switch. Appropriate references and states are maintained on a per switch, per network and per VRF basis.

For ease of deployment, DCNM provides a “Propose VLAN” option that provides the next available VLAN not being used across all switches within a fabric; this in turn can be mapped to a new Network. Similarly, when multicast is chosen as an option to carry BUM traffic within a given fabric, DCNM manages the user-defined multicast pool and provides flexible options of mapping multicast groups to networks and VRFs. Various configuration knobs are available that can be incrementally added/edited post network creation and/or deployment. These include features such as ARP suppression, IPv6 enablement, secondary gateway IPs, DHCP relays, Tenant Routed Multicast, VXLAN OAM etc.

Creating Networks in DCNM 11.2

During Network and VRF deployment, users can select multiple switches at the same time, either through the topology view or the tabular view. With DCNM, the save, preview (optional), and deploy continuum works in the same way for overlays as is the case for any other configuration. With the preview option in the Network and VRF workflow, there is relevant overlay configuration for review before the changes are pushed to the respective switches. The complete history of what changes were deployed by whom, when and where are maintained on a per switch, per interface, per network, and per VRF basis.

Deploying Networks and VRFs in DCNM 11.2

Networks and VRFs once deployed are seen in a tabular view as well as captured in the Resource Manager, thereby maintaining state of the configurations. This allows DCNM to provide the next set of available overlay resources from user-defined pools thereby preventing any misconfigurations in overlay provisioning. DCNM supports consistent porting of underlay and overlay configurations to a new switch when the RMA workflow is triggered for a faulty switch. Overlay network and VRF configuration are automatically gleaned from switches in an existing VXLAN EVPN fabric when using the powerful brownfield import feature in DCNM.

List of Networks created using DCNM 11.2

List of VRFs created using DCNM 11.2

DCNM allows users to schedule backups at a fabric level where DCNM captures the config and state of each switch, thereby having a complete notion of which Networks and VRFs are deployed where. These come in handy when doing a restore of the configs and state at a fabric level.

In addition to the web-based user interface and REST APIs, DCNM also supports bulk creation of networks and VRFs via a csv file import option with pre-defined overlay network and VRF definitions. To keep changes at hand, all network/VRF definitions including their current and historical deployment status, are available as a report.

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