Service Desk Defined The service desk acts as the primary support mechanism in organizations, managing customer contacts for assistance and access to services. Their primary purpose includes the following: Receiving and responding to requests for support across multiple communication channels Prioritizing the requested work based on its impact on the business Communication of incidents and…
Specops Software survey highlights social engineering vulnerabilities among IT service help desks. 48% of organizations do not have a user verification policy in place for incoming calls to IT service desks, according to Specops Software, the leading provider of password management and authentication solutions. The information was uncovered as part of Specops Software’s survey of…
Is my service desk investment paying off? Is my service desk delivering true business value? Are we incurring costs that are not under control? Are we able to leverage the service desk beyond IT use cases? If your current ITSM solution makes you question its true value and reliability, are you even using the right…
When we think about increased IT support efficiency, we might think of faster and/or cheaper IT service desk operations. But now, post-pandemic, or what is being called “the new normal”, there’s a hunger for “better, faster, and cheaper” IT support. This recognizes key modern business priorities, such as: Emphasis on outcomes and value creation Need…
Digital transformation is about improving your digital footprint, digitalizing processes and most importantly – changing your company culture. The preparation for – and execution of – transformation is critical which means setting both clear goals and defining an approach to undertaking the change. A key part of that is being agile before, during and after…
Purple Fox is malware that was first discovered in 2018 but has seen a recent rise in proliferation as hackers take advantage of a new attack method: weak passwords used over the SMB protocol. SMB (Server Message Block) is a protocol (mainly) used by Windows computers to communicate with other network devices like printers and…
When it comes to running a Human Resources (HR) department successfully, it’s a balancing act of maximizing budget and productivity. HR is a core part of the enterprise but is often up against flat or shrinking budgets. A lot of time gets invested into searching for ways to eliminate full-time employee hours spent on tedious…
With the Oscars taking place over the weekend, Specops refreshed their breached password list and revealed the most popular movies used in leaked passwords. According to new research, which analyzed more than 800 million breached passwords – a subset of Specops Breached Password Protection, which contains over 2 billion passwords breached passwords – fan favorite…
Transformational changes continue to impact ITSM. While IT service management embraces new technologies, most organisations don’t currently have the high-level capabilities to match their ambitions. Freshworks has collaborated with the Service Desk Institute (SDI) to produce a report that determines how IT professionals feel about these new advances. The report aims to show the current…
Buying a modern service desk tool won’t solve all your problems in and of itself. Although these tools are designed to ensure general best practices are met, service desk tools must also be configured to address your organization’s specific essential protocols. In a recent Info-Tech research shows that tiered service desks with a first-tier generalist…