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Things to Consider in Choosing the Right Service Desk Software




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The process of managing requests on behalf of your clients, users and customers may seem simple on the surface but is inherently one of the most critical functions of any IT support team or Managed Service Provider (MSP).

Service Desk

Being able to formally capture the service requests of clients, manage them in an efficient and effective manner, ensure that they are routed to the correct technical or logistical person, and to be able to report on the level of service to ensure that all agreements are adhered to, is critical.

For many organizations, internal policies and even regulatory compliance can also be important factors.

Service desks (also known as ticketing systems) should also be integrated with the IT monitoring systems, to allow for automated requests for service to be generated when a system alert is identified.

When looking for a ticketing system (either your first system or to replace one that has reached its effective usefulness), here are some simple questions to consider.

1. How many users will the system have, and will you have to pay per user?
2. How many staff to you have delivering service, and will you have to pay for each of them?
3. What level of support an education does the vendor offer, and at what cost?
4. Does the service desk integrate with your remote monitoring and management system (this will significantly reduce the complexity to your staff)
5. Is the system cloud based on do you need to install a local server (cloud based also means you will not have to worry about system maintenance, updates etc)

Prices for IT service desks can range from hundreds of dollars to free, and often the free systems offer a compelling solution for all sizes of company.

Why free? Because service desks are now a core function of management platforms, and for some vendors they see it as simpler to provide a complete platform where more advanced technology can be purchased rather than changing for every element of the platform.

Welcome to the cloud economy.

service desk

Related Resources:
Service Desk Process Flow
Customer Service Desk
CRM Service Desk
Global Service Desk


Cyber Security

Ringzer0 Announces “Virtual Vegas,” A Hands-On Offensive Security…




Virtual Vegas by Ringzer0 Training

Virtual Vegas is exclusively focused on hardcore technical training in offensive security skills that matter to real security professionals, from corporate network defenders to pen-testers, red teams and vulnerability researchers.

Ringzer0 Training, the leading provider of advanced cybersecurity training, announces the opening of registration for Virtual Vegas, an intense two-week hands-on training event (July 31 – August 13, 2021) that covers a variety of important offensive security skills, including hacking automotive systems, IoT, Windows Internals and RISC-V, plus cryptography attacks, malware reversing and much more.

“As with all of our Ringzer0 events, Virtual Vegas is exclusively focused on hardcore technical training in offensive security skills that matter to real security professionals, from corporate network defenders to pen-testers, red teams and vulnerability researchers,” said Saumil Shah, co-founder of Ringzer0 Training. “Unlike many of the more mainstream infosec conferences which tend to water down their training classes in order to appeal to a broader audience, our training remains completely focused on advanced topics and intense, hands-on-keyboard training, so that students can get past the learning curve and build up skills quickly that they can deploy in the field by the end of the class.”

Ringzer0 Training is designed for cybersecurity professionals who would rather forego the traditional conference experience – high-level talks, speaker panels, sponsored presentations, networking sessions – to focus only on what matters most: hardcore offensive skill-building.


Virtual Vegas includes 19 deep-dive training courses, which cover a wide range of critical subjects for infosec professionals. Trainings are delivered in a combination of live instructor-led lectures and self-paced hands-on exercises, complete with regular instructor office hours, an active Discord channel for group discussion and instructor/teaching-aide Q&A and support. Ringzer0 has also adjusted the live portions of the training classes to better accommodate students in different time zones around the world. All trainings are taught by leading industry experts, including many former members of military and government agencies.

Here is the full list of Ringzer0 training courses at Virtual Vegas:

[+] Windows Internals for Reverse Engineers – taught by Yarden Shafir, software engineer at Crowdstrike and formerly with the Israel Defense Forces (IDF)

[+] The ARM IoT Exploit Laboratory – taught by Saumil Shah, founder/CEO of Net-Square

[+] Reverse Engineering with Ghidra – taught by Jeremy Blackthorne, president of the Boston Cybernetics Institute (BCI) and formerly with the US Marine Corps

[+] Cryptography Attacks & Defense, Reloaded – taught by Dr. Jean-Philippe Aumasson, co-founder/CSO of Taurus, and Dr. Philipp Jovanovic, an associate professor at University College London

[+] TEEPwn: Breaking Trusted Execution Environments – taught by Cristofaro Mune and Niek Timmers, co-founders of Raelize

[+] WebAssembly Security – taught by Patrick Ventuzelo, independent security researcher and formerly with the French Ministry of Defense

[+] Reign in the Cloud: AWS Edition – taught by David Mound, founder/CTO of Merimetso and formerly with the Royal Navy

[+] Advanced Active Directory Exploitation – taught by Sergio Lazaro and John Intridis, security analysts at SensePost

[+] Advanced Malware Analysis & Reverse Engineering – taught by Dr. Josh Stroschein, assistant professor at Dakota State University

[+] IPv6 Network Security with Scapy – taught by Guillaume Valadon, head of security for Netatmo and formerly with the French National Agency for the Security of Information Systems (ANSSI)

[+] Embedded Automotive Security: A Hands-On Introduction – taught by Ralf-Philipp Weinmann, founder/CEO of Kunnamon, and Benedikt Schmotzle, offensive security researcher at Comsecuris

[+] Inside RISC-V: Analysis and Exploitation – taught by Don Andrew Bailey, founder/CEO of Lab Mouse and chair of the RISC-V Security Response Team

[+] Mastering Ghidra: Automation and Scripting for Reverse Engineering – taught by Jeremy Blackthorne

[+] iOS 14 User Space Exploitation – taught by Stefan Esser, CEO of Antid0te UG

[+] Electron Security: Threat Modeling, Vulnerability Research and Exploitation – taught by Luca Carettoni, co-founder of Doyensec

[+] Advanced Binary Diffing with Diaphora – taught by Joxean Koret, independent security researcher and reverse engineer

[+] Automated Program Analysis Using Machine Learning – taught by Hahna Latonick, director at Siege Technologies and formerly with the US Department of Defense

[+] Q Division: Hardware Tools for Close Quarter Hacking – taught by Rogan Dawes, security researcher at SensePost

[+] Reverse Engineering Modern Android Malware – taught by Axelle Apvrille, principal security and anti-virus researcher at Fortinet


As part of Ringzer0’s ongoing effort to support diversity in the cybersecurity industry, the organization is again teaming up with RiskRecon, a MasterCard company, to offer free offensive security training to women from around the world.

The “Ringzer0 RiskRecon Women in Cybersecurity Scholarship Fund” will award eight scholarships to qualified female applicants for Virtual Vegas. The goal of this program is to further the opportunities for women in cybersecurity, support their professional development and educational goals, and help them thrive in the industry.

For more information about Virtual Vegas training sessions, scheduling and scholarships, visit


> Ringzer0 Training is offensive security done right. We provide advanced, hands-on training designed for cybersecurity professionals. Our instructors are top industry experts who offer technical deep dives into a range of core issues, including vulnerability research, exploitation, malware writing, red teaming and practical attacks. Each class is laser-focused on a specific topic, to pack in as much learning, hands-on experience and trainer facetime as possible. Forget about crowded classes offering basic-level instruction: Ringzer0 gets students past the learning curve in a 16- or 32-hour advanced course, using a hybrid live instructor-led and self-paced learning format to fit individual schedules and avoid screen fatigue and Zoom burnout. Visit us at >>>> or follow us on Twitter at @_ringzer0.


Media Contact for Ringzer0:

Michael Sias

Firm 19


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Cyber Security

ASPG, Inc. Announces ReACT MG, Innovative Password Reset Tool Now…




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ReACT MG provides a trifold solution by enforcing access management and security protocols, taking a workload off the helpdesk, and providing round-the-clock password reset capabilities.

Advanced Software Products Group, Inc. (ASPG) has announced the release of ReACT MG, the innovative enterprise self-service password reset and synchronization solution, that is now available through the General Services Administration (GSA).

Government departments consist of hundreds of end-users using even more software applications, requiring access to sensitive data that must be protected according to strict policies, resulting in an endless number of login credentials to remember. ReACT MG was designed with this in mind, allowing end-users to reset their passwords to a permanent value in four simple steps – all without needing to burden the help desk.

By offering the tool through GSA, ReACT MG is now available to the many government agencies that need a software solution to reduce the workload of the helpdesk and assist end-users with independent password resets. ReACT MG provides a trifold solution by enforcing access management and security protocols, taking a workload off the helpdesk, and providing round-the-clock password reset capabilities.

ReACT MG has been specially designed with federal agencies in mind. Government-specific features include all stored information being encrypted, customizable scripts and APIs being provided for free to support complex environments with a variety of applications and systems, enforcement of current security controls and policies, and strong authentication methods with the ability to group users based on role-based access. A Microsoft-certified product, ReACT MG can leverage PIV, CAC and Biometrics in addition to AD credentials for Helpdesk and Administration portals.

ReACT MG is continually being further developed with new versions regularly being released. The ReACT MG support team is available 24 hours a day, 7 days a week. Interested parties can read more about ReACT MG via ASPG’s website at Free trials of the software are also available. To learn more, contact the ASPG sales team by phone at 800-662-6090 (toll-free) or 239-649-1548 (US/International) or email at


ASPG is an industry-leading software development company with IBM, Microsoft and GSA certifications. For nearly 30 years, they have been producing award-winning software for data centers and mainframes, specializing in data security, storage administration, and system productivity, providing solutions for a majority of the global 1000 data centers.

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Cyber Security

Cedalo releses new Version 2.3 of the No-Code Platform Eclipse…




“For many of our users, we want to make this even easier. With our no-code platform Streamsheets, we want to address users who do not have in-depth IT know-how,” explains Philipp Struss, CEO of Cedalo AG.

Cedalo, the company behind the two Eclipse – Open Source – projects Mosquitto and Streamsheets has recently released Streamsheets in the new version 2.3. It focuses on interoperability and integrations. New crypto features enable the secure transfer of sensitive data between applications. Additional cell functions facilitate the work of streamsheet creators, e.g. to convert data from JSON to XML. The release is rounded off with additional wizards to better set up graphs. The new chart type “Map” allows the display of any data on country and regional maps.

In Streamsheets, external services can already be controlled via HTTP – request functions. “For many of our users, we want to make this even easier. With our no-code platform Streamsheets, we want to address users who do not have in-depth IT know-how,” explains Philipp Struss, CEO of Cedalo AG. “Consequently, we will now step by step offer cell functions that directly exchange information with third party systems using no more than simple spreadsheet formulas.” In a first step, it is now possible to send text messages directly from a Streamsheets cell. Likewise, geodata can be determined for locations or weather data and forecasts can be obtained for a location by means of further integration functions.

Streamsheets is aimed at professional users who need to monitor, transform, and display continuously incoming data (“streaming data”) in real time in their business and production processes. In this no-code environment, business users can map their processes using spreadsheet logic without having to know how to program. The onboarding of new users has been further simplified, too: Streamsheet templates are now available on Each user can drag and drop these directly onto their Streamsheets server. There, users can adapt the examples to their own needs.

Interoperability often requires that data sets are transformed. Streamsheets is here a mediator between the (application) worlds and allows numerous data transformations. New in version 2.3 is the – function. Both JSON and XML are very common formats when structured data needs to be passed between applications. The new function allows a quick and easy transformation between these two important formats.

Streamsheets 2.3. now includes a map-based chart. Analyses are very often done by regional categories, be it continents, countries or in some cases by individual streets. In the “Maps” – diagram quantitative data can be assigned to places plastically using different map types. In addition, Streamsheets has already been supporting a variety of different X-Y diagrams and heatmaps, e.g. to display data on a grid map.

Eclipse Streamsheets can be downloaded from the official project page of the Eclipse Foundation. The complete package with Streamsheets 2.3 as well as the new MQTT broker Mosquitto 2.0 and the corresponding graphical Management Center 2.1 is available at

About Cedalo:

Cedalo AG is an IoT start-up based in Freiburg, Germany, that is truly devoted to Open Source: Their products constitute of Eclipse Foundation projects. Eclipse Streamsheets, the first product, is a no-code application platform which can easily subscribe and publish to data streams like MQTT or Apache Kafka. Business process users can build stream processing applications using a spreadsheet GUI and cell functions. A variety of diagram types provides fast dashboarding. Eclipse Mosquitto, the second product, is the most downloaded MQTT broker worldwide. Brokers orchestrate the data flow in modern IoT publish/subscribe architectures. Mosquitto excels in big installs on servers due to a high efficiency to handle a large number of parallel connections. However, its resource-friendly programming makes it ideal for usage on small ARM-based edge devices like the Raspberry Pi, as well.

Press contact:

Stefan Loelkes, CRO

Phone: +49-1590-48 60 270


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Cyber Security

BazarLoader Malware Abuses Slack, BaseCamp Clouds




The administrator of your personal data will be Threatpost, Inc., 500 Unicorn Park, Woburn, MA 01801. Detailed information on the processing of personal data can be found in the privacy policy. In addition, you will find them in the message confirming the subscription to the newsletter.

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