Top 11 Things You Need to Know About DevOps

The term “DevOps” typically refers to the emerging professional movement that advocates a collaborative working relationship between Development and IT Operations, resulting in the fast flow of planned work (i.e., high deploy rates), while simultaneously increasing the reliability, stability,...
Date Published July 5, 2015 - Last Updated July 5, 2015

Shadow IT: The Opportunity Behind the Problem

Shadow IT is simply information technology that hasn’t got an IT department’s stamp of approval. It’s a major concern for IT departments because of the cloak-and-dagger games being played by business users and traditional IT staff. It will serve the support center—and IT in general—much better...
Date Published June 17, 2015 - Last Updated June 17, 2015

IT in the Shadows: Why Shadow IT Is a Concern (and How to Address It)

Shadow IT is just a new flavor of outsourcing, empowered by the cloud and mobility. For IT to address it, it needs to build powerful relationships, but first, it needs to be seen by the business as a partner in the organization’s success.
Date Published June 9, 2015 - Last Updated May 11, 2016

Security and Support Implications of the Internet of Things

Security and support aren’t covered with anywhere near the regularity of other aspects of the Internet of Things. But when you scratch the surface, they’re every bit as important to enterprises as usability and functionality.
Date Published June 9, 2015 - Last Updated May 11, 2016

The Impact of BYOD on the Service Desk

The growing trend toward BYOD will continue to pose challenges for allocating service desk resources more creatively and accommodating users’ needs.
Date Published May 1, 2015 - Last Updated May 11, 2016

Three Ways to Secure Remote Support

According to IDG, “54 percent of [CIOs] claim that one of their top strategic initiatives for improving customer support is associated with decreasing operational and security risks with compliance-enabling tools for remote support." Unfortunately, not all remote support tools are...
Date Published April 30, 2015 - Last Updated April 30, 2015

Remote Control in Manufacturing: Entering Closed Environments Without Opening the Door

In manufacturing, it’s not uncommon to find environments either too dangerous or sensitive to allow unrestricted access. Remote control software opens the door, boosting productivity without compromising the safety of workers or equipment. This paper shows how it can conserve time and effort,...
Date Published April 30, 2015 - Last Updated April 30, 2015

Identity and Access Intelligence

During the last decade, many identity and access management (IAM) initiatives attempted to give the best technical answer to three top management’s concerns: governance, risk management, and compliance (GRC). Even if this direction was the right one, misunderstanding and frustration are too...
Date Published April 30, 2015 - Last Updated April 30, 2015

Empowering Your Mobile Workforce: Change Is in Your Hands

The adoption of trending technologies—including cloud solutions, resource optimization, and workforce mobility—is essential to ensuring any modern enterprise remains competitive, profitable, agile and successful in meeting organizational goals. Process and technology changes,...
Date Published April 30, 2015 - Last Updated April 30, 2015

Web Form and Email Tracking and Management

By providing a multitude of web forms that address every likely request and by responding, on average, within one business day, GreyStone Power demonstrated to its customers the value of web-based requests. And, by providing service representatives with an easy to use tool for organizing,...
Date Published April 29, 2015 - Last Updated April 30, 2015