buyer’s guide to enterprise collaboration...

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Buyer’s Guide to Enterprise Collaboration Solutionsintralinks.com/via

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Introduction

Burdens, Budgets, and the Cloud

What are the Risks to You and the Organization?

What You Should Demand from Your Solutions Provider

Choosing the Right Solutions for your Organization

Underlying Platform Infrastructure

Application Security

Infrastructure Security

Process Security

Integration, Usability, Content Management

Mobile devices

Information Rights Management

Compliance Reporting

Support Requirements

Conclusion

Table of Contents

Buyer’s Guide to Enterprise Collaboration SolutionsThis buyer’s guide exists solely to help you select the most appropriate collaboration solution for your company. It was written with the guidance of subject matter experts from a variety of relevant technical, compliance, and security fields. We hope it helps you make the best selection for your enterprise.

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IntroductionThe nature of work keeps evolving. Once, work meant being in the office interacting with colleagues, face-to-face, from 9 a.m. until 5 p.m. Now work happens across corporate boundaries — anywhere, anytime, with people around the world. In the past, work tools comprised only a desk, phone, and computer. Now, work tools include multiple computers and mobile devices — both your own and the ones your company provides. Users don’t just use their own devices for work purposes, they are also turning to Software-as-a-Service (SaaS) providers to fill in functional gaps and boost their productivity.

To stay competitive and relevant, end users must collaborate virtually in more creative and complex ways. To that end, these business end users or managers often handle their own information technology procurement — without official IT guidance. By 2017, Gartner predicts, a chief marketing officer will spend more on IT than the chief information officer.* Although enterprise CIOs and CTOs seems to be losing authority and budget sizes, their IT departments are still mandated to enforce corporate governance guidelines.

Burdens, Budgets and the Cloud

As business processes change, there also comes an additional risk — that highly valuable corporate information will leak outside (some would say it is actually in danger of “hemorrhaging”). As part of the trend toward mobile technologies, users are turning to consumer-grade file sync-and-share (FSS) applications.

A recent survey from Harris Interactive indicated that 46 percent of respondents (all IT executives or influencers) thought their corporations’ data were leaving the enterprise because of the unmanaged use of file-sharing products. **

Companies today also face:

• Lack of standardized best practices for secure content and data management

• Inadequate security training

• Increasing government security regulations

• The constant threat of hackers

• Strained IT budgets

In the face of these challenges, security, compliance and risk management should be the key drivers shaping your collaboration solution selection and deployment.

For highly regulated industries, the collaboration risks keep growing. Certain industries must demonstrate compliance with an ever-evolving array of regulations. For instance, in health care there are strict HIPAA guidelines about protecting the privacy of patients or test subjects. There is a rigid need to guard information and keep it confidential to meet regulatory compliance goals.

*Please see citation for the Gartner webinar: http://my.gartner.com/portal/server.pt%3Fopen%3D512%26objID%3D202%26mode%3D2%26PageID%3D5553%26ref%3Dwebinar-rss%26resId%3D1871515

**Please see: https://www.intralinks.com/sites/default/files/file_attach/via14_65324_email_harrispaper_v1.1.pdf

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Similarly, companies must also protect intellectual property — such as when they partner with contract offshore firms to manufacture their products. Likewise, financial services and law firms (particularly when performing international work) also must be able to preserve their clients’ confidentiality. But at times, these businesses must also share data with regulators or auditors.

Adding to the challenge is that a company must manage data that can exist in a variety of forms: The content and data may be structured and formatted — or unstructured, and embedded in emails or various files.

Companies must strike a balance between offering ease of use along with enterprise-level security. But fortunately, robust and secure enterprise collaboration platforms exist. They can enable companies to perform work more quickly and easily despite continuously evolving data privacy regulations, and other challenges.

What are the Risks to You and the Organization?

How do data leak from the enterprise? Often, they do so because of plain internal inadequacies. In fact, a report from the security consultancy Ponemon Institute* claimed 64 percent of data breaches were the result of simple human or system errors.

So how do you collaborate today? Are there unapproved or blacklisted products your team uses? What does your existing (or potential future) collaboration solution provider do to reduce these technical and human risks?

With virtualization and SaaS technologies available, the platforms and processes underlying corporate enterprises are evolving constantly and unpredictably. We are seeing increasingly complex hybrid IT infrastructures, ones that comprise both in-house applications and hardware, supplemented by various cloud-based services. Steady changes in regulations mean internal changes to maintain compliance. Simultaneously, IT budgets shrink, forcing CIOs and chief technology officers to do more with less.

The risks involved with file and data sharing only increase. An enterprise collaboration solution should help reduce any human and technology gaps — while enabling CIOs and CTOs to better control and predict their costs. Use your existing governance framework to evaluate if a potential provider’s solution meets your security standards — without inhibiting user productivity and data collaboration processes.

*Please see: http://www.symantec.com/about/news/release/article.jsp?prid=20130605_01

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What to Demand from Your Solutions Provider

When seeking a collaboration platform, you have the right to demand both security and ease of use. Protecting your data and ensuring your processes aren’t interrupted are mission-critical priorities. In your partner, you should have these basics:

A trusted partner: Always remember that your success in sharing and protecting data and content may come down to the quality and dependability of the partner you chose. Your provider should demonstrate it can solve your basic business problem, but also be a full-functioning partner in a successful relationship. Ideally, you will only do business with a company that has actually earned your business.

Such a firm will have a verifiable track record of servicing multiple firms of your size and industry. It will be a company with a positive brand perception and a global presence. It will have a reputation that it stands by its promises and its clients.

Security: First and foremost, look for a provider with experience in managing secure file sharing and enterprise collaboration in heavily regulated industries — such as life sciences, financial services, or health care. Ask your potential provider for a list of its active and recent clients.

Look for similarities between your situation and how the provider supports and protects its existing clients. If good comparisons exist, the provider is likely to have been audited or penetration-tested by some of its clients, as well as by third-party audit and testing firms.

Mobility: Enabling and managing mobile access for smart phones and tablets cannot be an afterthought. You need full audit tracking and compliance reporting, and the ability to lock the saving, copying, or printing of sensitive content and data.

Besides that, the provider must offer more than a data repository — it must support real work activity. Can you use the solution to support your mobile workflows? Learn if the platform will enable such tasks as running a sales presentation from a tablet. Will it let you amend and submit a contract?

Collaboration: Your provider’s platform must support data-based business processes. That is, it must have capabilities and rules for managing sensitive data. The tool must also be streamlined enough for the average end user to adapt to easily and work with comfortably. Collaboration means more than having a shared work area — it must comprise all the processes needed to complete projects. For instance, learn if the solution will do things such as track changes and comments, and help actually make the processes work more efficiently.

Integration capabilities: You should select a provider that can leverage your existing enterprise IT investments. That way, you can reduce the costs connected with secure collaboration. Remember, security and ease of use are not mutually exclusive. Consider your provider’s ability to enable users to work within familiar technology environments, such as Microsoft Outlook® or SharePoint®.

Ask if the provider supports a variety of workflows — simple, complex, ad hoc, structured, public, or confidential — while maintaining a transparent and compliant information flow. Are there out-of-the-box application connectors for you to easily configure? Is there a professional services team available to get you up and running?

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Compliance: Can the solution be adapted to support your own internal governance policies? Will there be visibility into these capabilities over the lifetime of any given document? Understand what reporting capabilities are available, particularly those that show audit trails and demonstrate compliance or identify gaps before a breach occurs.

Financial stability: Before entrusting your data to any company, you must do your homework about its business stability. Your provider should have identifiable revenue streams. You should be able to verify that it is stable and going to be capable of remaining your partner in the long term.

Outside-the-firewall accessibility: External end users and business partners should be able to easily leverage the solution, as well.

Choosing the Right Solutions for your Organization This document offers guidance to help you select a secure collaboration solution that provides organizational control over your content within — and beyond — your corporate boundaries. The guide is divided into separate requirement categories, and outlines key criteria for you to consider before, during, and after your evaluation.

No two enterprises will have the exact same requirements. We suggest you review the guide, and then pick and choose the different requirements that will describe the most appropriate solution for your organization.

Underlying Platform Infrastructure

The platform supporting an enterprise collaboration solution must enable secure content sharing. You want peace of mind — to be confident in the stability of a provider’s infrastructure and architecture. You also want a partner that has a proven track record in global regulatory compliance.

Such companies will be able to reference existing clients whose needs resemble your own. For extra protection, there are valuable technologies, such as Information Rights Management (IRM), which offer access and protection at the document level through the file’s entire lifecycle. And, for an even greater guarantee of privacy in the cloud, there are customer-managed encryption keys (CMKs) — meaning a cloud provider cannot access content without the customer itself providing access to the keys.

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Application Security

Approaching secure data sharing is a process with multiple dimensions. But first, it must have security technology capabilities that govern access to the application.

Desired Capability Description Questions to ask a provider

Strict ID and password protocol Prevents users from sharing passwords.

• Does your system detect and prevent a single-user ID from logging in from multiple locations simultaneously?

Secure data transmission and storage Protects data in transit and at rest, while ensuring compliance with local data regulations.

• Does your data encryption support the commercially available ciphers, such as 256-bit keys and standard algorithms?

• Does your encryption scheme use NSA-standard algorithms?

• By default, are your data encrypted at all times, no matter where they reside, in storage and in transit?

Encryption Makes data unreadable without access to decryption key.

• How strong is the encryption?

• Are the encryption keys managed by the service provider or by the content owner/customer?

• Does the solution provide a mechanism for key rotation? If so, is time-consuming re-encryption required after rotation?

Permissions and visibility Supports existing business governance processes and workflows, giving users access and/or control only on a need-to-know basis. This means one person may have control in one business process, but read-only access in another.

• Does your system provide near real-time reporting of who’s looking at what content and when?

• Do you support role-based permissions, based on business processes?

• Can you revoke access rights to my data from your own (i.e., the provider’s) employees? If so, does this include support personnel and system administrators? Can any of these employees undo the revocation?

Document locking and protection Prevents saving and forwarding files in the open (unencrypted) to reduce access and the risk of accidental disclosure to unauthorized individuals.

• How do I maintain control once content has been shared with external partners?

Dynamic watermarking A watermark is an image or text superimposed over an original base document, for permanent identification. It discourages unauthorized sharing.

• Do you offer watermarking?

• Can users define the content, positioning, and format of watermarking?

• Can you digitally shred the document after the end user has downloaded it?

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Multi-factor authentication Provides a higher level of security to exchange critical information. It enables administrators to define a set of rules and user challenges to verify identity prior to accessing the shared content.

• Does your solution provide multi-factor authentication of user accounts?

• Does your solution support classifying information by sensitivity, and offering appropriate protections?

• Does your solution implement any type of risk assessment profiling for user accounts? Do you allow the application of multi-factor challenges based on data sensitivity and the user’s assessed risks (for example, by end user’s device parameters, geo-location, IP address, time of access, etc.)?

• If available, can multi-factor authentication be implemented at login as well as at the project level?

• Are custom-tailored policies available?

• Can the solution provide domain range and IP address range filtering at login?

Cloud storage of structured and unstructured data

All these formats have challenges and strengths. They also offer varying levels of security, costs, and different benefits

• Will my data be housed in a public cloud service, such as Amazon Web Services, or in your own data center?

• Are the data limited to specific servers?

• If public, how are multi-tenant environments secured?

• Who controls the cloud stack — your file- sharing service provider? Or the hosting facility?

• Do you perform on-site assessments of your primary providers?

• Have your clients audited your operational controls, procedures, and technology for fitness within their security standards?

• Have you done viability assessments of your primary providers?

• If you go out of business, what happens to my data?

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Customer-managed keys (CMKs) with 256-bit AES (Rijndael algorithm) encryption and robust encryption process

It provides the most secure commercially available encryption and is robust enough to shield against brute force attacks by high capability adversaries, such as state security agencies.

• Who holds the encryption key — the provider or customer?

• Is there only a single encryption key? Or is there a unique key for each file?

• Is a multi-layer key management system in place?

• Who has access to the encryption key(s)?

• How robust is the encryption algorithm?

• Is the encryption key randomly generated for each file? Or is the key generated using a template that includes known information, such as the user’s email address?

• Do you offer encryption at the file level?

Certifications Ensures that the processes controlling the creation and management of an online information exchange are of the highest industry standards.

• Which third-party validations, certifications, and audits do you possess?

• Do you perform annual SOC 2 Type 2 audits?

• Do you comply with FDA 21 CFR Part 11 (electronic records and electronic signatures used in FDA-regulated environments)?

• Do you undergo regular, independent third-party penetration tests and application vulnerability assessments?

• Can you share your recent audit and penetration test reports?

• Can you share your historical audit and penetration test reports from as far back as 10 years?

Personnel security Guarantees the integrity of the people supporting your information exchange.

• Do support personnel undergo background checks, and are they bound by confidentiality agreements?

• What training, examinations, and certifications are support personnel required to undergo? Must they be periodically recertified?

Infrastructure Security

You need to be able to trust your provider’s capabilities to protect your confidential data. You must know that this partner maintains the integrity of its data center, using virus scanning, firewalls, and other standard technologies and processes.

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Process Security

An excellent provider sees to all details around security and business continuity. So, besides application and platform security, this partner must also observe best practices during its application or service upgrades. It also must offer a proactive disaster recovery plan, with redundant and mirrored data centers (in geographically separate locations), that perform daily data backups.


Change control Prevents the introduction of new vulnerabilities during a product release and increases infrastructure stability.

• Does your organization follow strict change management processes, such as ITIL, or similar IT best practices?

• How are product releases obtained by (or distributed to) end users?

• Are product releases backward compatible? If so, to what extent? That is, will the release of new functionality require every user to update?

Multiple independent data centers Ensures additional protection of critical data under all disaster scenarios.

• Are the servers that house client information located in geographically separated data centers?

• Is a failover mechanism between the sites in place? Is it tested regularly?

• Do the servers use real-time replication?

• Are the servers continuously monitored with proactive tools, such as virus scanning and intrusion detection apps?

Business continuity/disaster recovery Ensures reliability and uptime. • Do you produce daily backups? Are they stored off-site in a geographically separate location?

• Do you test the data centers’ disaster recovery plans, and, if so, how often?

Enterprise scale implementation and operational processes

Ensures system stability, availability, reliability, and integrity. Reduces the risks of business disruption.

• How do you ensure that providers comply with your quality management practices?

• How do you assess your providers’ processes?

• Do you monitor your providers’ service level agreements?

• How closely do your software providers align their product changes — functional and new release timing — to your business?

Restricted access to provider personnel

Ensures additional security by preventing the provider’s personnel from accessing your sensitive data.

• Who within your organization has access to my data?

• Is an audit log of such access maintained? Is it available for review (either self-service or on-demand)?

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Single Sign-on (SSO) Integrates with your existing corporate identity management tools, such as Active Directory®, and enables users to sign in using existing corporate credentials instead of a separate login.

• Do you offer SSO without modification to the SaaS application or integration with SAML/OAuth?

• Can your system easily de-provision users by updating their corporate identity using tools such as Active Directory?

Integration, Usability, Content Management

No collaboration solution should demand that you rip out and replace your existing IT assets. In fact, integration with existing applications and processes is crucial for a collaboration and data-sharing platform. But writing custom application programming interfaces (APIs) internally is difficult, costly, and should be avoided.

So, your solution should come with pre-existing connectors into common applications, such as Microsoft SharePoint, Salesforce.com®, or content-centric enterprise applications. For example, your IT team should be able to use your existing identity and access management system. And your end-users should be capable of leveraging existing tools and workflows with the new data-sharing applications.


Web services-ready API Provides developers with a broad set of functionalities to manage and control content, users, sessions, and system administration, and can be used with your own custom applications.

• On what architecture are your APIs built?

Connector Integrates with the APIs of other enterprise software systems to extend access beyond the enterprise firewall to external customers and business partners.

• Do you offer XML-based communications between your service and external systems?

• Does your solution enable data integration without hand coding?

• Does it shield developers from underlying complexities?

• Does your solution extend access beyond the enterprise firewall?

• Does your solution include integration with file transfer, permissions, reporting and workflows for existing enterprise software systems?

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Single point of control Ensures visibility and control across the platform for all sharing use cases – simple to complex, ad hoc to structured, and public to confidential.

• How will your solution provide reporting if there is an audit?

• How can we know what information has been shared?

• Do you provide self-service access reports?

• Do you provide training?

Desktop tools Streamlines integration and workflow with familiar user-level tools, including Microsoft Outlook and Office, and Adobe Acrobat.

• What is the support lifecycle for compatibility testing with operating systems and other productivity applications, such as Office?

Content management Limits file sharing, approval, and audit trails to the context of a project and collaboration group. Enables file assignment and tracking.

• Can I leverage your file sharing app to assign people and tasks for document approvals?

• Does your solution allow users to set up a project and monitor content within that project?

• Does your solution have the capability of creating workflows for document approval? And are those workflows auditable?

Version control Ensures the latest version is in use and retains a trail of document versions.

• Are file versions maintained?

• Are file versions easily accessible by users and administrators?

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Mobile devices

Smart phones, tablets, and other mobile gear should carry security that is comparable in strength to that protecting the enterprise network. You should only consider a provider with proven experience in rapidly and seamlessly provisioning and de-provisioning internal and external mobile users. The provider must also be capable of securely handling sensitive data accessible to mobile networks.


Mobile device support Enables the mobile workforce to collaborate easily and securely.

• Can I prevent mobile access to some data by default, and ease restrictions based on content type?

• Which devices are supported?

• Can devices remotely access core applications, such as Outlook, via a browser? Or are plug-ins needed?

• How do you prevent users from saving/copying sensitive data locally on to their devices?

• Can mobile collaborators easily comment on or edit PDF documents?

Data removal Removes or deletes shared content from lost, stolen or de-provisioned mobile devices.

• Can you allow administrators to prevent access to the shared content?

• Can the shared content be deleted even when the device is offline?

• In a deletion, is the file destroyed or is its access revoked?

• Does your solution encrypt content (both in transit and at rest) on mobile devices?

• How do you handle a compromised device?

• Are passwords required for data removal?

• Is there full support for information rights management (IRM)?

File synchronization Allows for policy-based file synchronization, to prevent compliance violation arising through disparate data residing on multiple devices.

• Are files synced in real time?

• Can files be configured to sync at intervals determined by my administrators?

• Does the data sync across end-point devices?

• Does your solution allow administrators to set policies for file synchronization?

• Can data be synced selectively?

• Can your solution set who can and cannot synchronize?

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Information Rights Management

Information rights management (IRM) provides file-level control and audit trail capabilities. It supports lifetime access control over the viewing, copying, printing, and alteration of content. IRM can enable enterprises to manage the content, protect intellectual property, prevent data loss, and meet regulatory requirements. In this way, it makes content itself the new security perimeter.


Role-based permissions Enables administrators to better control various capabilities, such as reading, printing, editing, and copying content, based on permissions assigned to end-user roles.

• Can users have various roles, depending on what phase of a project they are working in?

Document-level IRM Enables granular control of documents within and beyond the firewall.

• Can I revoke access to a mistakenly shared document even when the document is outside the firewall?

• Can access to a shared document be assigned an expiration date?

• Does your solution provide lifetime control at the document level?

• Does the rights management policy stay with a document even if someone accesses the document with an application different than your solution?

• What file formats are supported?

• What happens if I revoke access to a document saved on a PC?

• Can administrators apply rights management to specific content in a given folder without affecting all the content in the folder?

• How do you enable projects or processes where the individual files involved carry differing security policies?

Lifetime control of content Enables control of information even after it has been shared and downloaded on a computer or device.

• What happens to content after it has been emailed or shared outside of your solution?

• Can you tell if emailed content has been viewed?

• Can you destroy emailed content or prevent it from being viewed?

• How do you alert me when sensitive information was shared or viewed?

• What is your recommended solution when information is accidentally shared?

• How do you secure content that employees can access simultaneously with multiple devices?

• How easy is this to deploy?

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Compliance Reporting

Does your organization manage compliance? The IT staff must be prepared to support the compliance teams with policies and reports that address any changing regulatory requirements. How will IT teams ensure that a proposed solution supports their company’s compliance requirements? How will users know if they comply?

The most effective way to address compliance issues is to embed the necessary policies, relevant rules of corporate governance, and workflows into the proposed solution. These will ensure compliance across all information-sharing activities, and that such processes are tracked for each user.

Another way to maintain thorough compliance with data regulations is to select a provider that gives you the choice of managing your own data and content encryption processes.


Access, retention, and destruction management

Ensures appropriate access, and that all records are securely retained in case of an audit or legal review, and that the records are destroyed according to company policy.

• What data and events are recorded?

• What reports are available?

• Can I limit access to potentially sensitive/confidential information to a specific user (i.e., my compliance officer) who has been given explicit approval to access this data?

• Are the reports available via self-service? Can they be exported to Microsoft Excel®?

• How do you configure retention and destruction policies to meet my requirements?

Future-proofing Ensures the solution remains current with the complex and dynamic regulatory environment.

• How do you remain current with my industry’s regulations?

• Which regulatory bodies do you actively monitor?

• Which regulatory body causes you the most challenges?

Granular and comprehensive audit and compliance

Ensures compliance visibility across all sharing activity.

• How do you know who is authorizing and giving access to my data? How is this tracked?

• What is your process for recording and reporting on content moving within and beyond my organization?

• How do I retrieve the required granular document and user-level records in the event of an audit?

• How do I ensure that access is revoked when an internal or external participant leaves or changes departments?

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Compliance for highly regulated industries

Ensures provider has a solid history in strictly regulated industries and understands complying with their requirements.

• How long have you served regulated industries?

• Who are your clients in these regulated industries? What types of content are they sharing?

• Has your solution been validated by your regulated users for 21 CFR Part 11 (Electronic Records and Electronic Signatures) compliance?

• Will you support an on-site 21 CFR Part 11-based validation assessment?

• If I get audited by the FDA or MHRA, will you provide supporting evidence while the audit is underway?

• Are the vendors in your solution’s ecosystem also compliant?

• Does the vendor offer customer-managed keys (CMKs) as a way to prevent any unauthorized viewing of the customer’s data?

Support Requirements

Ideally, your collaboration solution should be relatively easy to deploy, both behind and beyond your firewall. However, even the most rapid rollout will require preparation. So remember that thorough support and training are still essential to boosting end-user adoption and making the deployment a success.

What are your resource capacities? Depending on your deployment, you may need to verify that your internal IT staff and help desk personnel can support external users. Many companies have IT support operations that are at capacity, are outsourced, or are chartered to only support internal users. You should consider a provider that can reduce your internal IT support group’s burden, not increase it.

The provider should help in the training and orientation of your internal users, as well as those of your business partners and stakeholders. The provider’s support staff should offer assistance in local languages, as well. Also, you should validate that after deployment, your provider offers 24/7 live service and support for users.


24/7/365 multi-lingual support Ensures that the customer organization’s IT department does not need to provide global, multi-lingual end-user support for the solution.

• Do you offer global around-the-clock support personnel? How many languages do you support? Do you offer phone, email, and chat support options?

• What is your average time to answer the phone?

• What is your average time to resolve an issue, and is there an escalation process in place?

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Support all users, including business partners

Ensures that all users within and external to the organization collaborate efficiently and securely when and where needed.

• Will you extend support to my external business partners who use the solution?

Functional support and user training Ensures that the solution is rolled out in a manner that is most effective, based on your organization’s structure and employees’ roles and responsibilities.

• How quickly can you train and orient my internal team?

• Do you provide additional training online and/or through self-directed online training programs?

• Can you provide evidence that my users received training?

Service Level Agreements (SLAs) Ensures accountability for your extended enterprise.

• If my business partner has a problem with your solution, whom do they call?

• Do you provide SLAs for system availability, recovery time, recovery point objectives, and for call center requests?

ConclusionSharing data carries inherent risk to your firm’s reputation, brand, and bottom line. But today, your employees must collaborate, internally and externally, to innovate and drive your business forward. With these high stakes, it is imperative that you know your enterprise collaboration solution will keep your sensitive content safe. Your solution should provide lifetime control of every document that is shared — and the ability to revoke access, even if the document is shared beyond your firewall.

Using this guide during your discussions with potential providers and vendors will help you perform proper due diligence. The checklists inside are part of a virtual holistic security framework — one that ensures you have end-to-end visibility of your data and content. It also will support you and help you pass even a rigorous regulatory audit. Only when you have peace of mind about your data, can you fully focus on succeeding in your core business.

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