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DNS Tunneling Exposed: Why It’s Dangerous and Shockingly Easy to Exploit

While the first part of this series introduced the concept of DNS Tunneling, explaining how attackers exploit the DNS protocol to create covert channels, bypass security controls, and exfiltrate data, this follow-up delves into the underlying risks and practical realities that make DNS Tunneling a persistent and underestimated threat. Despite its technical complexity, executing a DNS Tunnel often requires minimal resources, leveraging widely available tools and overlooked gaps in network monitoring. In this article, we’ll explore why DNS Tunneling remains dangerous, how it contributes to data breaches and unauthorized access, and why many organizations fail to detect it until it’s too late.

Why is DNS Tunneling Dangerous?

DNS tunneling poses a significant security threat to organizations because it provides attackers with a stealthy channel for data and commands that often goes unnoticed. Since DNS traffic is critical for normal operations, network defenders and monitoring tools may not scrutinize it as closely as web or email traffic. This lack of scrutiny allows malicious DNS tunnels to blend in with legitimate DNS queries. The result is a covert avenue to bypass security controls: DNS tunnels can easily slip past firewalls, proxies, and intrusion detection systems by masquerading as routine DNS lookups.

The potential impacts of a successful DNS tunneling attack on a company are severe. Once a tunnel is established, attackers can perform data exfiltration, siphoning off sensitive information (customer data, intellectual property, credentials, etc.) in small encoded chunks via DNS without immediate detection. They can also maintain persistent command-and-control (C2) over compromised systems. Through the DNS tunnel, an attacker can issue commands to malware inside the network, instructing it to propagate, encrypt files for ransomware, and so on, and receive status updates or stolen data in response. Essentially, DNS tunneling can give an adversary a continuous foothold to remotely control infected machines. Furthermore, it can be used to deliver malicious payloads or malware into the network, for example, sending pieces of a malicious code that reassemble on the target, all hidden in DNS responses. According to security analyses, the risks of DNS tunneling include data breaches, unauthorized access to sensitive information, loss of intellectual property, and malware delivery, as well as enabling attackers to move laterally or further exploit the environment.

Another reason DNS tunneling is dangerous is the difficulty of tracing and attribution. The DNS queries used in tunneling often look like queries to obscure domains or subdomains, which might not immediately raise flags. They could be misinterpreted as legitimate, if somewhat unusual, DNS traffic. Detecting a DNS tunnel is non-trivial, it often requires specialized analysis of DNS query patterns, payload sizes, and frequencies that are outside the capability of standard network monitoring tools. BlueCat Networks notes that DNS tunneling “bypasses most filters, firewalls, and packet capture software,” making it especially hard to detect and trace its origin. An attacker using DNS tunneling can therefore quietly operate under the radar for an extended period, increasing the potential damage. In summary, DNS tunneling is dangerous because it turns a trusted protocol into a vehicle for covert malicious activity, often leading to serious breaches that are hard to discover until the damage is done.

Why DNS Tunneling is Relatively Easy to Execute

Ironically, one of the reasons DNS tunneling is so prevalent is that it’s relatively easy for attackers to pull off, especially compared to other covert channels. There are a few factors that contribute to this:

  • Pervasive DNS Access: DNS is required for almost all internet communications, so networks tend to permit DNS queries out to the internet by default. Port 53 (DNS) is “nearly always open on systems, firewalls, and clients” . Many organizations do not strictly limit what DNS servers can be queried or don’t inspect the contents of DNS packets. This means an attacker has a high chance that DNS traffic will be allowed egress from a target environment without being blocked. Even when an organization uses an internal DNS server, that server usually forwards queries it cannot resolve (like external domains) to upstream resolvers on the internet. Attackers can abuse this by querying their malicious domain – the query will traverse the internal DNS and go out to the attacker’s server. Unless specific egress rules or DNS filtering are in place, firewalls often treat DNS as an exception and let it pass uninspected, effectively punching a hole that attackers exploit.
  • Lack of DNS Monitoring: DNS traffic is often considered benign infrastructure traffic and may not be monitored by intrusion detection systems or endpoint security agents. Security teams focus heavily on web, email, and lateral movement traffic, while DNS may get overlooked. Adversaries favor DNS because it is an “always-open, overlooked and underestimated protocol” for communications . This common oversight in network defense makes DNS an attractive avenue, attackers know their DNS-based communications have a lower chance of triggering alerts.
  • Readily Available Tools: Perhaps most importantly, there is an abundance of open-source tools and frameworks that make setting up a DNS tunnel trivial. One doesn’t need to write custom code to leverage DNS tunneling; many publicly available projects can encapsulate traffic or messages into DNS queries. In fact, using these tools has become a common tactic for penetration testers and attackers alike. Unit 42 researchers point out that numerous tools available on GitHub allow attackers to create covert DNS channels “for the purposes of hiding communication or bypassing policies,” and these tools are not only freely available but also easy to use . In other words, an attacker with basic knowledge can download a DNS tunneling toolkit and get a working tunnel running in a short time, without needing to invent their own method. We will discuss some of these tools in the next section.
  • Misconfigurations and Weak Policies: Many organizations inadvertently make DNS tunneling easier by not enforcing strict DNS usage policies. For example, if endpoint computers are allowed to query any external DNS server (like 8.8.8.8) instead of being forced through the company’s DNS resolver, an attacker’s malware can directly query the attacker’s DNS server, completely bypassing internal controls. Even if internal DNS is used, if it is not configured to filter out suspicious domains or very long query names, it will dutifully forward along the attacker’s queries. Common firewall configurations may allow DNS to any destination, or lack advanced DNS protocol inspection. Such misconfigurations (or rather, default configurations) create an environment where implementing a DNS tunnel is as easy as sending out DNS queries to a domain, and there is little to impede the malicious traffic.

In summary, DNS tunneling is facilitated by the necessity and ubiquity of DNS itself. Attackers are basically piggybacking on a service that must be open and functional. Combine that with the wealth of easy-to-use tunneling tools available and often insufficient DNS oversight, and you have a recipe for a simple but effective attack technique. Even junior attackers can find tutorials and tools online to exfiltrate data via DNS.

Understanding the dangers and simplicity of DNS Tunneling is the first step in recognizing just how vulnerable many networks remain. The protocol’s trust-based nature, combined with its ubiquity and poor visibility in traditional security stacks, creates an ideal vector for covert communication and data exfiltration. As we’ve seen, even basic tunneling tools can bypass firewalls and proxies if DNS traffic isn’t properly inspected.

This is where SafeDNS provides a critical layer of defense. Our Protective DNS solution is equipped with advanced detection capabilities to identify and block DNS tunneling attempts in real time. By leveraging behavior-based analytics, anomaly detection, and continuously updated threat intelligence, SafeDNS helps organizations detect covert channels, stop data exfiltration, and enforce security policies at the DNS layer—long before threats reach endpoints. With full support for DNS encryption (DoH/DoT), SIEM integration, and policy-based filtering, SafeDNS enables secure DNS resolution while maintaining full visibility and control over DNS traffic.

In the next article, we’ll take a closer look at the performance characteristics of DNS Tunneling, how attackers balance speed, stealth, and reliability to maintain persistent access, and what that means for defenders monitoring DNS traffic.

Start your free trial of SafeDNS today and see how Protective DNS can help you close one of the most overlooked gaps in your cybersecurity stack.




About SafeDNS
SafeDNS breathes to make the internet safer for people all over the world with solutions ranging from AI & ML-powered web filtering, cybersecurity to threat intelligence. Moreover, we strive to create the next generation of safer and more affordable web filtering products. Endlessly working to improve our users’ online protection, SafeDNS has also launched an innovative system powered by continuous machine learning and user behavior analytics to detect botnets and malicious websites.

About Version 2 Limited
Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

How to strengthen cybersecurity in construction and prevent attacks

Summary: Construction companies face rising cyber threats. Learn key risks, best practices, and how NordLayer helps protect projects, data, and infrastructure.

Cybersecurity risks affect every economic sector, and the construction industry is no exception.

Digital technology is embedded in how we build. From home building to delivering complex infrastructure, constructors rely on connectivity and data storage to manage material flows, coordinate projects, and communicate with clients.

Cyber-attacks can disrupt these critical functions, raising costs and, potentially, creating physical security risks.

This blog will look at cybersecurity for construction companies. We will discuss general cybersecurity risks that all companies must mitigate, alongside construction-specific risks that require targeted security solutions.

Why do construction companies face cybersecurity risks?

The construction industry consistently attracts cyber criminals for several reasons. Most importantly, construction firms have embraced digitalization. Companies store valuable financial and client information, the type of data that data thieves love to discover.

Construction companies also store infrastructure plans and project schematics. These data types appeal to threat actors linked to hostile states or terrorist collectives. Cyber-attacks on corporate archives could enable and amplify devastating strategic attacks.

Digital transformation has introduced IoT sensors, drone footage, Building Information Modeling (BIM) systems, environmental modeling, and many radical new technologies. Innovation boosts productivity but also creates new targets for cyber criminals.

Competitors are another source of cyber-attacks in the construction industry. Construction is a competitive world where businesses compete for contracts based on reputation and track record. Sabotage or data theft can ruin a firm’s chances of successful tenders.

What drives cyber-attacks on construction firms

Data security studies back up these concerns. PwC’s 2024 Cyber Threats report finds that 76% of cyber-attacks against construction companies are motivated by financial gain. But 12% are linked to espionage, and 9% are connected to sabotage.

Attacks are also becoming more frequent. The security consultancy Kroll reports that phishing attacks on construction companies doubled from 2023-24. With criminals introducing sophisticated new techniques, the threat landscape is becoming more complex and hazardous. Threat mitigation strategies are essential.

Understanding cybersecurity threats for construction companies

Every economic sector faces slightly different adversaries. Cybersecurity measures should avoid generic solutions and rely on knowledge about relevant threats. With that in mind, critical cybersecurity threats in the construction industry include:

Ransomware attacks

Ransomware is the most common attack type against construction industry targets. In these attacks, criminals deploy malware to encrypt victims’ devices. Malware then denies access to encrypted data until attackers receive ransom payments, typically in cryptocurrencies.

Ransomware attacks are more than a financial headache. They disrupt project timelines, putting completion at risk. Attackers may also extract data even if victims agree to pay.

Data breaches

Modern construction companies rely on data flows to monitor projects, maintain quality control, protect the environment, and ensure employee safety. Companies handle vast streams of financial and client data as well. All of this sensitive data can be useful for cyber attackers.

Criminals understand how to compromise construction industry targets with social engineering attacks and malware. Data breaches are inevitable without strong information security measures and employee training processes.

Supply chain attacks

Construction companies depend on complex networks of suppliers to provide material inputs, personnel, and digital services. But criminals can compromise vendors and launch cascading attacks against downstream clients.

This is why construction firms must integrate third parties into their cyber risk assessments. Partner companies represent vulnerable entry points for malicious actors, making robust access control systems essential.

Internet-of-things (IoT) attacks

IoT devices track equipment locations, monitor temperatures and pressure levels, track fleet performance, and provide early safety warnings against vibrations or toxins. These functions cut costs and improve productivity. However, IoT also introduces network security cyber risks.

Direct access to Internet-of-Things devices enables surveillance and data collection. Attackers can also combine IoT devices in botnets to launch denial-of-service attacks and damage network assets.

Moreover, IoT devices often lack native security measures. Companies struggle to update firmware and keep pace with emerging threat vectors. They may even rely on default passwords, opening the door to opportunistic attacks.

Physical security

The construction sector is particularly prone to physical security risks. Members of the public may gain unauthorized access to work sites, putting their safety at risk. Expensive on-site equipment requires security from theft or damage.

Even worse, hybrid cyber-physical attacks can compromise devices that protect work sites. For instance, attackers may use malware to damage air conditioning or dust extraction systems. Insider threats can also introduce malware via USB devices, giving outsiders access to IT systems.

Best practices to mitigate construction industry cybersecurity risks

A single ransomware attack could lead to missed deadlines, contractual fees, loss of personal information and crippling reputational damage. Given these risks, cybersecurity should be a top priority for all construction companies and third-party suppliers.

However, many constructors are poorly prepared for cyber threats. According to insurance firm Travelers, over half of construction companies lack endpoint security controls or post-breach response plans. The best practices below will help you fill those gaps and secure construction industry assets:

Best practices for cybersecurity in construction

Train employees to raise cybersecurity awareness

Phishing emails are the most common way for attackers to access construction industry networks. Clicking on malicious attachments or following fake links allows criminals to implant surveillance tools and launch ransomware attacks.

One of the most effective solutions to phishing risks is comprehensive employee training. Teach staff how to recognize dangerous emails and avoid unsolicited files or documents. Train employees to raise security concerns and follow password security best practices. And use phishing simulations to war-game real-world threats.

If you use IoT devices, training should cover updating firmware and ensuring security. Regularly reiterate the need to avoid default passwords and check devices.

Implement network security controls

Network security measures detect, assess, and neutralize cyber threats before they cause harm. Construction companies need robust firewalls, intrusion detection systems (IDS), and endpoint monitoring tools.

Uncontrolled access is another critical cybersecurity vulnerability. Use multi-factor authentication to request additional credentials for every login. Manage user permissions according to the principle of least privilege, allowing access to essential resources while blocking everything else.

Security teams must also update operational technology and network assets to minimize exploit risks. Attackers will leverage outdated firmware or operating systems. It’s essential to implement software updates and avoid using obsolete legacy systems.

Manage third-party security risks

Construction sector supply chains often become vectors for cyber attacks. This makes vendor and supply chain management a critical challenge.

Third-party risk assessment is critical. Assess vendors based on their cybersecurity controls and compliance records. Build cybersecurity into vendor contracts to encourage secure practices and prompt notification of security incidents.

Manage vendor access carefully according to Zero Trust security models. Assign sufficient privileges to carry out core tasks, without granting third parties extensive network access.

Follow an efficient incident response plan

Construction companies should assume that security incidents will occur. Security teams need a prepared incident response playbook to organize responses and safeguard sensitive information, such as client data or intellectual property.

Response plans should detect breaches, identify attack vectors, and determine the correct response. Depending on the nature of the threat, responses could entail system downtime, quarantine processes, or ongoing monitoring.

Response plans should also include data backup procedures. Regular backups of critical data allow construction companies to restore operations, even during ongoing ransomware attacks.

Ensure response plans meet regulatory compliance requirements (for example, notifying customers or regulators). Use response outcomes to improve security measures and cut future cybersecurity risks.

Managing IoT security

Secure Internet of Things devices with secure zones guarded by firewalls and access controls. Network segmentation allows authorized access and contains DDoS attacks or malware infections, effectively confining IoT attacks.

Extend IDS monitoring to IoT devices, and encrypt data transfers (such as monitoring data or video feeds).

Use industry frameworks to assist compliance

The construction industry does not fight cyber threats alone. For example, the National Institute of Standards and Technology (NIST) provides a Cybersecurity Framework to guide construction firms. Employ the framework as a checklist to source essential tools and implement security measures.

Construct a cybersecurity strategy with NordLayer

Digital transformation in the construction industry brings many benefits, but also comes with a price tag: increasing exposure to cybersecurity risks. NordLayer can help you manage those risks and enjoy the benefits of technological innovation.

NordLayer provides a comprehensive cybersecurity solution for manufacturing companies of all sizes, from single-building sites to nationwide construction enterprises.

Here is what NordLayer offers:

  • Zero Trust Network Access (ZTNA) enables you to restrict access to specific applications and prevent threats from spreading within the network.
  • Web Protection effectively blocks phishing links and sites.
  • Identity and Access Management (IAM) allows you to manage user identities and access for your employees and third parties with multi-factor authentication (MFA), biometric authentication, and Single Sign-On.
  • Cloud Firewall ensures granular access control and helps secure workflows across remote, hybrid, and on-site environments.
  • Endpoint security protects endpoints through traffic encryption and access control.

Cybersecurity should not compromise project delivery or data security. Contact NordLayer’s team to explore flexible and effective cybersecurity solutions for the construction industry.

 

About Nord Security
The web has become a chaotic space where safety and trust have been compromised by cybercrime and data protection issues. Therefore, our team has a global mission to shape a more trusted and peaceful online future for people everywhere.

About NordLayer
NordLayer is an adaptive network access security solution for modern businesses – from the world’s most trusted cybersecurity brand, Nord Security.

The web has become a chaotic space where safety and trust have been compromised by cybercrime and data protection issues. Therefore, our team has a global mission to shape a more trusted and peaceful online future for people everywhere.

About Version 2 Limited
Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

ESET participates in operation to disrupt the infrastructure of Danabot infostealer

  • ESET Research has been tracking Danabot’s activity since 2018 as part of a global effort that resulted in a major disruption of the malware’s infrastructure.
  • While primarily developed as an infostealer, Danabot also has been used to distribute additional malware, including ransomware.
  • Danabot’s authors promote their toolset through underground forums and offer various rental options to potential affiliates.
  • This ESET Research analysis covers the features used in the latest versions of the malware, the authors’ business model, and an overview of the toolset offered to affiliates.
  • Poland, Italy, Spain and Turkey are historically one of the most targeted countries by Danabot.

BRATISLAVA, PRAGUEMay 22, 2025 — ESET has participated in a major infrastructure disruption of the notorious infostealer, Danabot, by the US Department of Justice, the FBI, and US Department of Defense’s Defense Criminal Investigative Service. U.S. agencies were working closely with Germany’s Bundeskriminalamt, the Netherlands’ National Police, and the Australian Federal Police . ESET took part in the effort alongside Amazon, CrowdStrike, Flashpoint, Google, Intel471, PayPal, Proofpoint, Team Cymru and Zscaler. ESET Research, which has been tracking Danabot since 2018, contributed assistance that included providing technical analysis of the malware and its backend infrastructure, as well as identifying Danabot’s C&C servers. During that period, ESET analyzed various Danabot campaigns all over the world, with Poland, Italy, Spain and Turkey historically being one of the most targeted countries. The joint takedown effort also led to the identification of individuals responsible for Danabot development, sales, administration, and more.

These law enforcement operations were conducted under Operation Endgame — an ongoing global initiative aimed at identifying, dismantling, and prosecuting cybercriminal networks. Coordinated by Europol and Eurojust, the operation successfully took down critical infrastructure used to deploy ransomware through malicious software.

“Since Danabot has been largely disrupted, we are using this opportunity to share our insights into the workings of this malware-as-a-service operation, covering the features used in the latest versions of the malware, the authors’ business model, and an overview of the toolset offered to affiliates. Apart from exfiltrating sensitive data, we have observed that Danabot is also used to deliver further malware, which can include ransomware, to an already compromised system,” says ESET researcher Tomáš Procházka, who investigated Danabot.

The authors of Danabot operate as a single group, offering their tool for rental to potential affiliates, who subsequently employ it for their malicious purposes by establishing and managing their own botnets. Danabot’s authors have developed a vast variety of features to assist customers with their malevolent motives. The most prominent features offered by Danabot include: the ability to steal various data from browsers, mail clients, FTP clients, and other popular software; keylogging and screen recording; real-time remote control of the victims’ systems; file grabbing (commonly used for stealing cryptocurrency wallets); support for Zeus-like webinjects and form grabbing; and arbitrary payload upload and execution. Besides utilizing its stealing capabilities, ESET Research has observed a variety of payloads being distributed via Danabot over the years.  Furthermore, ESET has encountered instances of Danabot being used to download ransomware onto already compromised systems.

In addition to typical cybercrime, Danabot has also been used in less conventional activities such as utilizing compromised machines for launching DDoS attacks… for example, a DDoS attack against Ukraine’s Ministry of Defense soon after the Russian invasion of Ukraine.

Throughout its existence, according to ESET monitoring, Danabot has been a tool of choice for many cybercriminals and each of them has used different means of distribution. Danabot’s developers even partnered with the authors of several malware cryptors and loaders, and offered special pricing for a distribution bundle to their customers, helping them with the process.  Recently, out of all distribution mechanisms ESET observed, the misuse of Google Ads to display seemingly relevant, but actually malicious, websites among the sponsored links in Google search results stands out as one of the most prominent methods to lure victims into downloading Danabot. The most popular ploy is packing the malware with legitimate software and offering such a package through bogus software sites or websites falsely promising users to help them find unclaimed funds. The latest addition to these social engineering techniques are deceptive websites offering solutions for fabricated computer issues, whose only purpose is to lure victims into execution of a malicious command secretly inserted into the user’s clipboard.

The typical toolset provided by Danabot’s authors to their affiliates includes an administration panel application, a backconnect tool for real-time control of bots, and a proxy server application that relays the communications between the bots and the actual C&C server. Affiliates can choose from various options to generate new Danabot builds, and it’s their responsibility to distribute these builds through their own campaigns.

“It remains to be seen whether Danabot can recover from the takedown. The blow will, however, surely be felt, since law enforcement managed to unmask several individuals involved in the malware’s operations,” concludes Procházka.

For technical overview of Danabot and insight into its operation, check out ESET Research blogpost: “Danabot: Analyzing a fallen empire” on WeLiveSecurity.com. Make sure to follow ESET Research on Twitter (today known as X), BlueSky, and Mastodon for the latest news from ESET Research.

Worldwide Danabot detections as seen in ESET telemetry since 2018

Example of typical Danabot infrastructure

About ESET
For 30 years, ESET® has been developing industry-leading IT security software and services for businesses and consumers worldwide. With solutions ranging from endpoint security to encryption and two-factor authentication, ESET’s high-performing, easy-to-use products give individuals and businesses the peace of mind to enjoy the full potential of their technology. ESET unobtrusively protects and monitors 24/7, updating defenses in real time to keep users safe and businesses running without interruption. Evolving threats require an evolving IT security company. Backed by R&D facilities worldwide, ESET became the first IT security company to earn 100 Virus Bulletin VB100 awards, identifying every single “in-the-wild” malware without interruption since 2003.

About Version 2 Limited
Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

ITSM Glossary

The field of IT Service Management (ITSM) is full of important terms and concepts. This glossary provides clarity and a quick overview of relevant knowledge.

Artificial Intelligence (AI)

Artificial Intelligence (AI) is used in ITSM in various ways, mostly to accept requests, classify tickets, or generate responses. AI-based translations, summaries, sentiment analyses, or solution suggestions are also part of the spectrum. As AI features increasingly penetrate the market, users should always consider them based on benefits – such as time savings or concrete service improvements.

Asset Management

Asset Management, also known as IT Asset Management (ITAM), deals with the entire lifecycle of IT resources – hardware, software, and cloud resources. It involves planning, procuring, deploying, maintaining, decommissioning, and disposing of assets.

Change Management

In ITSM, Change Management controls and coordinates changes to infrastructure to reduce risks and prevent disruptions to IT services. Along with Incident Management and Problem Management, it is one of the core disciplines of ITSM.

Chatbots

Chatbots are primarily used in customer service, providing users with quick access to knowledge and information and enabling efficient self-service. These bots communicate either through text or voice messages, answering (frequently asked) questions and handling requests. AI chatbots, which use natural language processing and machine learning to understand queries in context and provide increasingly better answers, are becoming more prevalent.

Configuration Management

Configuration Management is a key process in ITSM that enables effective recording, management, and control of IT assets such as hardware, software, and networks. By always having reliable information about the IT infrastructure, fewer errors occur, changes can be better implemented, and systems are more stable. An important element is the Configuration Management Database (CMDB) for storing configuration data.

Configuration Management Database (CMDB)

Configuration Management Database serves as a central data repository and is often described as the heart of an ITSM system. It functions as a storage facility and maintains information about a company’s IT environment. A CMDB proves to be the foundation for high-quality IT customer service as well as stable systems and applications.

Continuous Improvement

In ITSM, continuous improvement aims to continuously evaluate and optimize IT services and their management. This ensures that optimizations are carried out systematically, structurally, and in accordance with the goals and strategies of the respective company. “Continual Service Improvement” (CSI) plays an important role in the ITIL framework as one of five core areas.

Data Management

Data Management is about using data securely and efficiently. The challenge is to apply adequate strategies, methods, and technologies to maintain reliable, clean, and up-to-date data. It is crucial that this data is of high quality, accessible, and has integrity.

Endpoint Management

Endpoint Management aims to manage and secure all endpoints – such as computers, laptops, smartphones, tablets, or IoT devices – in a corporate network. The critical factor is achieving a secure, legally compliant, and efficient IT infrastructure, as well as creating good conditions for remote maintenance.

End-to-End Solution

This refers to a comprehensive, integrated solution that covers the entire lifecycle of IT services – from planning to continuous improvement. End-to-end solutions are characterized by a holistic approach, integration of all ITSM processes, self-service, configuration management, workflow automation, and AI support.

Enterprise Service Management

Simply put, Enterprise Service Management (ESM) is the same as ITSM, but applied to additional business areas beyond IT. The goal is to establish good service company-wide and design efficient workflows. This includes standardized processes, self-service portals for user requests, automation for better efficiency, and a central platform to monitor and optimize services.

Escalation Management

Escalation Management comes into play when customer problems cannot be resolved at the first contact – see First Contact Resolution. The problem (often in the form of a ticket) moves hierarchically upward until someone with the right expertise can make a decision. By helping customers quickly find appropriate solutions, escalation management increases customer satisfaction and prevents conflicts.

First Contact Resolution

As the name suggests, First Contact Resolution (FCR) achieves a solution during the first customer contact. It is an important metric for support and a key component of customer satisfaction. A high FCR rate can be achieved especially with predominantly uncomplicated service requests.

Help Desk

Help Desk serves to receive and process user requests – it contributes significantly to a positive customer experience by developing quick and helpful solutions. Dedicated software, commonly referred to as a ticket or issue tracking system, is used to support service employees.

Incident Management

Incident Management forms a core process in ITSM and a central component of the ITIL framework: it deals with quickly identifying, analyzing, and resolving disruptions (incidents) in IT services. Effective incident management reduces downtime, minimizes negative impacts on business operations, and improves service quality.

Incident Response

Incident Response involves appropriate procedures to respond to a disruption (incident). After an event such as a cyberattack, those responsible determine the causes, close security gaps, and restore the affected systems. Ideally, a special solution such as a SOAR (Security Orchestration, Automation and Response) system is used for this.

I&O Management

I&O Management (Infrastructure & Operations Management) involves managing and optimizing IT infrastructure and IT operational processes to ensure they are efficient, secure, and reliable. For example, an ITSM solution can improve operational processes by enabling structured incident and change management.

IT Change Management

Change Management is an ITIL core process for introducing new IT services or modifying existing services in a structured, secure, and successful manner. The primary maxim is to avoid unnecessarily affecting business operations – through minimizing risk and maximizing control – and to ensure stable services.

ITIL

ITIL® (Information Technology Infrastructure Library) is a best practice guide and the de facto standard in IT Service Management. The framework serves to plan, provide, and support IT services. It also offers comprehensive guidance for effectively managing IT infrastructures. ITIL® is a registered trademark of Axelos Limited.

ITOM

ITOM (IT Operations Management) deals with managing and monitoring infrastructure, services, and processes in IT. By reducing failures, operating more efficiently, and reliably providing IT services through ITOM, companies create high service quality and consistency. ITOM includes administrative processes as well as hardware and software support and customer services.

IT Service Catalog

An IT Service Catalog provides customers or end users with a clear and structured overview of available IT services and hardware and software options. By creating transparency about services and their conditions, such a catalog standardizes and streamlines the provision of IT services. It originates from the ITIL® framework, where it is officially mentioned as a best practice.

Knowledge Base

Knowledge Base provides easy access to relevant knowledge, information, and instructions. Such a database is often integrated into a self-service portal and proves to be a central source of information with its knowledge base articles, videos, and detailed descriptions. A distinction is made between an internal knowledge base for employees and an external database for customers.

Knowledge Management

Knowledge Management involves systematically capturing, structuring, making accessible, and effectively using knowledge. A knowledge base is often used to make it centrally accessible in the form of articles, videos, how-to descriptions, or FAQ content. Knowledge management is important both internally – for example, to make strongly pronounced individual knowledge usable for colleagues – and externally, such as part of a self-service area.

Patch Management

Patch Management involves managing, testing, and implementing software updates (patches). By closing security gaps, fixing errors, and effecting improvements, this process keeps systems secure, stable, and up to date. Patches can be both small changes like bug fixes and larger adaptations with new functions.

Problem Management

In ITSM, problems are the underlying causes of incidents (disruptions). Resolving a problem can therefore mean the end of multiple disruptions. The teams responsible for problem management identify problem sources and develop solutions and preventive measures to prevent similar incidents in the future. Along with Incident Management and Change Management, Problem Management forms a core area of ITSM.

Process Automation

In ITSM, the ability to automate processes using software saves a lot of time and (opportunity) costs: By eliminating particularly time-consuming routine tasks, employees can focus more on value-creating work. Since processes usually consist of several workflows, such automations are quite complex and require well-functioning processes.

Process Management

Process Management involves planning, analyzing, and optimizing business processes. In ITSM, ITIL helps to visualize and control processes to clearly define and standardize procedures. The focus is primarily on recurring tasks. Depending on their nature, processes can be both optimized and automated.

Self-Service (Portal)

Self-Service in ITSM offers the ability to independently, easily, and quickly access relevant information. For example, users of a self-service portal can access instructions, status displays, FAQs, and problem solutions, and create tickets, place orders, and manage user accounts. Self-service relieves the support team and provides users with quick answers, making the service more pleasant, satisfying, and effective for everyone involved.

Service Desk

Service Desk forms the central point of contact for IT services and support within a company. It consists of the appropriate staff and a software solution (ITSM software, ticket system). Accessibility through various channels is important to solve disruptions, request services, solve problems, or initiate IT changes.

Service Level Agreement (SLA)

Service Level Agreements (SLAs) prove essential in ITSM to set clear expectations and assess service quality through reliable criteria. Such a contractual agreement between a service provider and a customer includes service descriptions, goals and metrics, responsibilities, as well as escalation processes and reports. Possible specifications concern response times to tickets, resolution times, and availabilities.

Service Request Management

Service Request Management aims to adequately fulfill and respond to requests in ITSM – such as password resets, software installations, or access requests. Typically, those responsible use a ticket system or an integrated self-service portal to record, prioritize, approve, and implement requests.

Ticketing System

A ticketing system serves as a central instrument for structuring, documenting, and tracking IT processes so that requests, disruptions, and problems can be effectively processed. A ticket system often includes a self-service portal that allows users to independently make requests and track their status. Automation functions and AI applications enable efficient ITSM, allowing users and their customers to achieve their goals without much effort.

Total Cost of Ownership (TCO)

When companies acquire ITSM software, they usually focus primarily on the pure acquisition price. With a focus on Total Cost of Ownership (TCO), they think more holistically and realistically, as this involves costs over the entire lifecycle. This makes hidden costs and savings potential visible and helps avoid unexpected follow-up costs.

For example, low acquisition costs may lead companies to favor an on-premise solution, whereas a cloud solution – in terms of TCO – usually has an advantage due to lower costs for hardware, maintenance, and electricity.

Workflow Automation

Automated workflows save a lot of time in ITSM, simplify processes, and lead to consistent results. By automating workflows through appropriate technologies, companies gain productivity and reduce errors. Examples of automation concern notifications, access rights, ticket assignments and categorizations, or approval processes.

Workflow Management

Workflow Management focuses on organizing and optimizing work processes. By defining structured and repeatable workflows for ITSM, incidents, service requests, and changes can be processed efficiently, consistently, and transparently.

A distinction is made between optimizations – targeted improvements of processes – and automations, which require already (almost) perfect workflows. A prominent example of workflow management concerns systematically recording, prioritizing, and escalating disruptions.

About OTRS

OTRS (originally Open-Source Ticket Request System) is a service management suite. The suite contains an agent portal, admin dashboard and customer portal. In the agent portal, teams process tickets and requests from customers (internal or external). There are various ways in which this information, as well as customer and related data can be viewed. As the name implies, the admin dashboard allows system administrators to manage the system: Options are many, but include roles and groups, process automation, channel integration, and CMDB/database options. The third component, the customer portal, is much like a customizable webpage where information can be shared with customers and requests can be tracked on the customer side.

About Version 2 Limited
Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

Get To Know Graylog GO

Graylog GO 2025

Graylog GO Call For Papers

 
 

Topic Ideas

We welcome proposals from Graylog Security and Enterprise customers and Graylog open source users. You don’t need to be a professional speaker—just someone with a story worth telling. Example topics include:

  • Customer success stories
  • Traditional or unique use cases
  • Upgrading from open source to Graylog Enterprise or Graylog Security
  • Migration to Graylog 6.1 or 6.2
  • Compliance and audit readiness using Graylog
  • Threat detection, hunting, and incident response
  • System scaling, performance tuning, and integration workflows
  • Lessons learned, tips and tricks, or internal enablement strategies

We are also inviting cybersecurity professionals with unique industry insights, lessons learned, or technical expertise to share their perspectives. Vendor-neutral and non-promotional content is strongly encouraged.

Speaker/Session Expectations

  • 30-minute presentation
  • Pre-recorded and submitted by August 31, 2025
  • Outline required at time of proposal submission
  • Presenter must be available for online live Q&A via chat during the event
  • Final presentation may be used as educational content across Graylog digital platforms

Why Participate?

  • Share your expertise with a global audience
  • Raise visibility for your organization and recognition for yourself
  • Contribute to community knowledge and best practices

 

About Graylog
At Graylog, our vision is a secure digital world where organizations of all sizes can effectively guard against cyber threats. We’re committed to turning this vision into reality by providing Threat Detection & Response that sets the standard for excellence. Our cloud-native architecture delivers SIEM, API Security, and Enterprise Log Management solutions that are not just efficient and effective—whether hosted by us, on-premises, or in your cloud—but also deliver a fantastic Analyst Experience at the lowest total cost of ownership. We aim to equip security analysts with the best tools for the job, empowering every organization to stand resilient in the ever-evolving cybersecurity landscape.

About Version 2 Limited
Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

Offboarding 101: Save time and boost security with workflow automation

 

Employee offboarding is a critical IT process but it can take a lot of time, especially if your organization employs seasonal staff or contractors. 

With CloudM Automate, you can automate this and other priority tasks, thereby enhancing efficiency and security.

Automated offboarding with CloudM Automate

CloudM Automate provides a comprehensive offboarding workflow, encompassing 36 distinct steps, as detailed here. These steps include:

  • Password modification
  • Document ownership transfer
  • Email alias reallocation
  • Access revocation
  • License deallocation



Automated Offboarding Workflows
Build custom workflows with CloudM Automate’s easy-to-use workflow editor.

The system allows for the implementation of time delays within these steps, mitigating the risk of inadvertent account suspension or data removal. Automation of these tasks contributes to enhanced security and cost-effectiveness by ensuring consistent and accurate execution.

Customizable and flexible workflows

CloudM Automate enables IT teams to tailor the offboarding process to specific organizational needs. Workflow steps can be reordered, repeated, or selectively applied to accommodate diverse scenarios. Multiple workflows can be created to manage different user groups or departments.

Workflow initiation can be triggered through various mechanisms:

  • Google account suspension: Automatic workflow activation upon account deactivation.
  • Manual activation: Direct initiation from the CloudM interface.
  • Predefined end dates: Scheduled execution for planned departures.
  • API integration: Programmatic workflow initiation for advanced automation.
  • Organizational Unit (OU) moves: Triggering workflows when users are moved to a specific OU.

Integration with Google Workspace and HR systems

CloudM Automate seamlessly integrates with the Google Admin Console, ensuring real-time synchronization between user accounts and organizational IT policies. Workflows can be assigned to specific OUs or groups, allowing for differentiated processing.

Furthermore, direct integration with HR platforms such as BambooHR and ADP enables automated workflow initiation upon employee departure recording. This integration streamlines the transition from HR to IT, minimizing administrative overhead and reducing delays in access revocation and license reclamation.

Achieving operational efficiency and security

Automation of employee offboarding with CloudM Automate enhances operational efficiency, strengthens security, and optimizes cost management. By eliminating manual processes, organizations reduce the potential for errors and ensure timely revocation of access and reclamation of licenses. In a dynamic digital environment, automation is no longer a “nice-to-have” – it has become a “must-have” for maintaining security and efficiency. CloudM Automate allows IT teams to execute offboarding processes efficiently, enabling them to focus on strategic initiatives.

 

About Version 2 Limited
Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

About CloudM
CloudM is an award-winning SaaS company whose humble beginnings in Manchester have grown into a global business in just a few short years.

Our team of tech-driven innovators have designed a SaaS data management platform for you to get the most from your digital workspace. Whether it’s Microsoft 365, Google Workspace or other SaaS applications, CloudM drives your business through a simple, easy-to-use interface, helping you to work smarter, not harder.

By automating time-consuming tasks like IT admin, onboarding & offboarding, archiving and migrations, the CloudM platform takes care of the day-to-day, allowing you to focus on the big picture.

With over 35,000 customers including the likes of Spotify, Netflix and Uber, our all-in-one platform is putting office life on auto-pilot, saving you time, stress and money.