Improving ITSM Metrics With Remote Support
Fast incident resolution is at the center of so many ITSM metrics, and remote support is a key part of a multi-channel contact center’s ability to speed time to resolution....
Vendor Vulnerability: How to Prevent the Security Risk of Third-Party Suppliers
Vendors and third-party suppliers are part of today’s modern business ecosystem, and this ecosystem will only grow in scale and importance. But as the complex network...
Unified Communications & Collaboration: Navigating the “All-Or-Nothing” Misconception
Within your organization, there are probably multiple, sometimes disparate definitions of what unified communications and collaboration (UC&C) means. But for our purposes,...
Moving from Reactive to Proactive: A New Approach to Threat Protection
Gaining a competitive advantage in the modern marketplace requires an infrastructure that allows for the secure execution of data and analytics, cloud, social, and mobile...
Hybrid WAN Services Emerging as a Viable Network Option
Business customers have relied on MPLS–based VPN service as their primary connectivity for their private networking needs for many years now. Ovum now sees an emerging...
CIO Spotlight: Simplicity is the Key to Eliminating IT Inefficiency
CIOs have some tough decisions ahead. The cloud, mobility, Big Data, the Internet of Things and Software-Defined Storage (SDS) are just a few of the drivers of immense change....