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IT Service Desk: Does your organization currently have any policies and SLAs for IT Helpdesk operations?

In a highly competitive market, service-based businesses need to capitalize on any opportunity to set themselves apart from (often very similar) competitors, any basic functioning help desk needs to have the ability to provide technical support to get an end user back into functioning mode. To say nothing of, improving the performance of any employee…

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IT Service Desk: Why produce management reports from your service desk/helpdesk data?

Help desk software helps support team track and address issues in reasonable time. But also record customer conversations, messages, transactions, and other information that could be relevant in future, it service management provides supporting policies and procedures that other organizations can adopt and adapt to respond to rapid change, deliver business expectations and meet customer…

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Cloud Computing Security: Is your sensitive data adequately protected and appropriately managed and monitored in the cloud?

While cloud computing becomes more mature, security remains a key consideration when migrating, the business value of cloud computing, technical considerations, cloud types, steps to successful adoption, impact on IT service management, and risks and consequences, also, customers have little or no visibility into the data center environment, and workloads and data may reside on…

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Cloud Computing Security: What are the advantages if you choose a cloud-based call centre?

Organizations wanting to make the leap to cloud will need to move past the security concerns (with caution) and meet cloud vendors halfway, for the experienced information security professional, it seems that many of the principles that make cloud computing attractive run counter to network security best practices. For the most part, if you have…