How can service providers address security concerns in today’s world?

Data breaches continue to make the headlines with the cost of breaches reaching a record high in 2021. According to the IBM Cost of a Data Breach Report 2021, the average cost of a stolen data record now stands at $161, and the average overall cost of data breach incident stands at $4.24 million. Not only are the costs of …

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Hello? Why your IT service desk won’t be there tomorrow

The service desk as we know it isn’t going to vanish into thin air.   But, there are some clear indications that the concept of the service desk as we know it is already evolving into something else, something more innovative. The old way of responding to tickets and problem-solving in silos is over. IT support has evolved these past …

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Kaseya ransomware attack: The knock-on effect of the cyberattack on managed service providers

Ransomware continues to be one of the top threats to Managed Service Providers (MSPs), critical infrastructure organizations and government agencies at all levels. As threat actors continue to evolve their strategies and increase demands, organizations are feeling the pressure of defending themselves against one of the greatest risks in the current cybersecurity environment.  The recent ransomware attack on Kaseya has …

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Video could be the future of customer service calls

Video calling could play a major role in the future of customer support, according to a new report from contact center provider Puzzel. Based on a poll of 1,500 UK customers, the report states that almost a third are unsatisfied with the level of service they’ve received when contacting customer support. Of that group, 35 percent said communication issues were …

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IT service desks have become a security liability

When remote employees want to reset their passwords, they escalate the problem via email or give their IT service desk a call. But what if a hacker posing as an employee gets in contact? Security best practice would dictate that the IT team verify the identity of the sender, but according to research from Specops Software, this is something just …

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IT service providers have never been more important

Although businesses have long used IT service providers for business continuity and digital transformation, dependance on these partners has grown significantly since the start of the pandemic. This is according to a new report from Boston Consulting Group, based on a global poll of 200 large enterprises in varying sectors, which states that almost four in five (79 percent) asked …

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Bugs in Microsoft’s email service see thousands of businesses compromised

Thousands of US companies are being targeted by a state-sponsored hacking group that is taking advantage of vulnerabilities discovered in Microsoft’s Exchange Server.  As first reported by Krebs on Security, four different Outlook vulnerabilities were abused in attacks against more than 30,000 organizations across the US. Police and fire departments, rescue units, telecoms providers, banks and utilities are just some …

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Automation can help retain customer support service levels while accelerating change

Businesses are continuing to battle the ongoing ramifications of the pandemic. With a second national lockdown currently in place for England, due to last until early next month, and with further uncertainty ahead for UK businesses – both from the pandemic and final Brexit negotiations – many feel they are planning for the unknown. After all, it is challenging to …

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SMBs would leave their IT service provider over cybersecurity

Cybersecurity remains a top priority for UK SMBs, according to a new report from ConnectWise. So much so, that the majority would happily switch IT service providers if it meant gaining access to the “right” cybersecurity solution. First and foremost, companies want to be confident in their ability to respond to cybersecurity incidents, minimizing damage and loss. More than four …

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