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What is Service Desk?

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What is Service Desk?

Service Desk is a ticket management solution that enables businesses to create powerful and efficient work-flows for both internal and external support departments.

The Support Ticketing Management System (also known as Service Desk or Help Desk Ticketing System or Remote Help Desk Support System) allows MSPs (via administrators and help desk staff) to keep track of user tickets, respond to them, reassign them to appropriate departments or organisations, and generate reports, among other things.

Types Of Service Desks

In general, there are four different types of service desks:

Local Desk: A small or medium-sized business’s needs are met by a local desk, which is located within or near the company’s premises. It would aid in meeting the needs of an enterprise’s country-specific or location-specific organisations. This service desk, however, would be insufficient to manage enormous quantities of calls or service requests.

Desk at a central location: The consolidated service desk, which helps manage bigger quantities of tickets/calls with fewer staff members, is a more cost-effective and efficient approach for ticket management. Merging local service desks into a centralised desk will help an organisation that maintains them.

Virtual Desk: This is the most prevalent sort of service desk utilised by businesses, corporations, and IT firms. A single, centralised Service Desk manages all tickets raised by all types of devices and entities in various geographical areas via the Internet. Personnel in diverse geographical locations can also address and manage the tickets.

Follow the Sun Support: To provide round-the-clock service, several businesses consolidate Service Desks in multiple locations.

Why Do You Need Service Desk Software?

Do you use sticky notes and emails to keep track of your customer requests, or have you switched to spreadsheets?

None of these, however, are appropriate solutions for keeping track of all those numerous requests that your clients will continue to generate…

You’ll need to keep note of what the problem is, who caused it, and what kind of service level agreement (SLA) is in place to resolve it, among other things.

The ITarian Service Desk Software Management module, which is incorporated into the ITarian MSP, allows you to manage and respond to client requests in a simple and efficient manner. It enables your consumers to assist themselves by providing a place for them to report issues and track their progress without having to email, call, or text you. You can simply see the status of each ticket on the consolidated dashboard, including whether it’s open, closed, or overdue, as well as specify and view the various priority levels.

With comprehensive data and reporting, ITarian gives you and your customers a clear picture. There’s also an integrated knowledge base that gives your clients immediate solutions to frequent questions, allowing them to help themselves and lowering your IT staff’s workload.

With ITarian MSP’s total integration of IT Service Desk with all of its modules, tickets may be produced for activities required by other modules and the actions executed without ever leaving ITarian, giving your team a single, comprehensive IT management solution.

Key Benefits & Capabilities of IT Service Desks

Anytime, anywhere access

The cloud-based system allows you to gather tickets from a variety of sources, including phone, online portal, email, and endpoint monitors, as well as view account tickets via a mobile app.

Effective communications

Personalized welcomes, automated emails and updates, and scripted responses ensure that clients have the information they require throughout the resolution process.

Efficient workflows

Configurable ticket categories, automatic ticket routing, SLA tracking, and escalation procedures help you properly prioritise, handle, and escalate (when necessary) inquiries.

Visibility and reporting

You can see what’s going on with service requests thanks to online dashboards that are simple to use and extensive tracking and reporting.

Shared expertise

By documenting recognized issues and their resolutions, an integrated knowledge base helps your team avoid “reinventing the wheel.”

User experience

The use of a branded customer portal improves uniformity and trust in the support process.

What’s the Difference Between a Service Desk and a Help Desk in ITSM?

Difference between Service Desk and Help Desk

Understanding the difference between a help desk and a service desk is easier with the following explanations:

  • A help desk concentrates on break-fix, whereas a service desk assists with break-fix as well as service requests and information requests.
  • IT-centricity gave birth to a help desk, whereas IT service-centricity gave birth to an IT service desk.
  • Some people still believe that a help desk gives assistance while a service desk provides service, which means that a service desk focuses on providing a service to end-users that resembles customer service.
  • A help desk is viewed as an add-on to existing IT events, but a service desk is a part of a service-based IT service delivery and IT support ecosystem built around the “service lifecycle.” It’s possible that this is why ITIL prefers the term service desk to help desk.
  • ITIL experts would tell you that a help desk is tactical, whereas a service desk is strategic. This will undoubtedly change in different organizations.
  • It’s also possible to think of a help desk as a subset of a service desk.

As a result, a “service desk” is an ITIL-based help desk, and help desks are generally seen as outdated in comparison to the more modern service desk. The fact that the term “help desk” is not present in ITIL publications may have influenced this decision. ITIL-based marketing of ITSM solutions, various alternative service-based ITSM offerings, or the fact that the term “help desk” is not present in ITIL publications may have influenced this decision.

To summaries, the distinction between a help desk and a service desk is largely subjective. Regardless of the differences, an organization’s help desk or service desk will eventually be called whatever it wants. Whatever you call your IT support capabilities, it’s critical to understand what a modern service desk or help desk should deliver, regardless of the name you choose.

Difference between Service Desk and ITSM

ITSM encompasses all activities related to the design, production, delivery, support, and management of IT services throughout their lifecycle. Even though “IT support” is the most popular concept of ITSM among IT users, ITSM encompasses much more than merely fixing day-to-day concerns. End-to-end management of these services should be handled by the IT staff. It also has a considerably bigger scope than ITSSM, which is larger still than a service desk tool.

ITSM refers to a set of IT management skills that are tied to the supply and support of IT services. A service desk is a subset of ITSSM (and consequently ITSM), and it usually consists of the following:

  • Self-service
  • Management of incidents
  • Management of service requests
  • Management of information
  • Capabilities for reporting
  • Problem and change management have strong ties.

Key Qualities of the Help Desk, Service Desk, and ITSM

Help Desk

  • Keeping track of the knowledge base
  • Procedures for problem resolution and escalation
  • Observing Service Level Agreements (SLAs) (SLAs)
  • End-user self-service choices
  • Assume the role of a single point of contact (SPOC) for IT issues.
  • For all incoming incidents, use a tracking solution.
  • Ticket tracking, email notifications, and routing are all automated.
  • Management of Basic Incidents and Problems
  • Only a few connections with different IT Service Management Processes are available.
  • Outside of the help desk, several applications/areas are serviced by specialized groups.

Service Desk

  • Catalogue of Service/Self-Service
  • Connect to CMDB, Asset Management, and Asset Discovery systems.
  • Integration with other IT Service Management processes to the nth degree
  • Assist with all IT applications, areas, and business processes as a single point of contact.
  • Make it possible for the business to adhere to Service Level Management agreements.

ITSM

  • Reduce your IT expenses.
  • Customer satisfaction should improve.
  • Enhance flexibility and gain a competitive advantage
  • Increase the speed with which new IT services can be launched.
  • Improve the service quality
  • Reduce risk and improve governance

How IT Ticketing System Works?

The primary goal of an IT ticketing system is to allow visitors to a website to report problems. It might be anything from site navigation to products or services, and employees, consumers, clients, or business partners could use it. To access the site’s help desk and create a ticket, the user just clicks a button. When it comes to dealing with client inquiries or reported difficulties, the ticket system is the best solution.

Help Desk vs. Service Desk

The distinction between a service desk and a help desk is sometimes misunderstood. The names are often used interchangeably, but in most circumstances, they are distinct.

Service desks are a single point of contact between IT administration and its users, focusing on the company strategy. If you’re a managed service provider, the help desk focuses more on end-user demands, such as your customers and workers, or your clients (MSP). They offer incident management services to ensure that a customer’s issues are managed quickly and effectively.

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Cyber Security

Google Update on Memory Safety in Chrome

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Google shared details about its long-term plan for memory safety in Chrome this week. It also announced the first stable release Chrome 94 which addresses a total 19 vulnerabilities.

Google decided to address the issue before it gets worse by identifying memory safety issues as the root cause of over 70% of Chrome’s severe bugs last year.

The Internet search giant chose to concentrate on two solutions out of all the possible options. They introduced runtime checks to verify that pointers are correct and sought a different safe memory programming language.

“Runtime checks have a performance cost. Checking the correctness of a pointer is an infinitesimal cost in memory and CPU time. But with millions of pointers, it adds up,” Google notes.

However, it was considered a viable option and Google is currently experimenting with it.

“[T]he Rust compiler spots mistakes with pointers before the code even gets to your device, and thus there’s no performance penalty,” Google explains.

The company is currently only interested in how it can make C++/Rust work together. However, it has already begun non-user-facing Rust experiments.

Chrome 94.0.4606.54 is now available for Windows, Mac, and Linux. It fixes 19 security vulnerabilities, including five high-severity and ten moderate-severity issues, as well as two low-severity ones.

SEE ALSO:

Google: We’ve changed search rankings to reward ‘original news reporting’

CVE-2021-37956 is the most serious of the severe issues. This flaw can be used in Offline, and Google paid a $15,000 bounty.

The company also paid $7500 for a WebGPU bug, $3,000 for an inappropriate implementation of Navigation, and $1,000 to resolve a Task Manager issue.

Google claims it also paid high rewards to five vulnerabilities of medium severity: $10,000 each for tab strip flaws and one in Performance Manager; $3,000 each side-channel information leakage and ChromeOS Networking inappropriate implementation, and Background Fetch API inappropriate implementation.

Google paid out more than $56,000 in bounty payments to researchers who reported on the issues, though the actual amount could be much greater, as the company has not yet revealed the rewards for seven of them.

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Source: https://cybersguards.com/google-update-on-memory-safety-in-chrome/

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Cyber Security

A New Vulnerability Found in Apple’s macOS Finder Lets Attackers Run Commands Remotely

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New macOS zero-day bug lets attackers run commands remotely

A new vulnerability in Apple’s macOS Finder was revealed today, allowing attackers to run arbitrary instructions on Macs running any macOS version up to the most recent release, Big Sur.

Zero-day vulnerabilities are defects that have been publicly published but have not yet been patched by the vendor and are sometimes actively exploited by attackers or have publicly available proof-of-concept exploits.

The flaw, discovered by independent security researcher Park Minchan, is caused by the way macOS processes inetloc files, which permits it to mistakenly run any commands encoded inside by an attacker without any warnings or prompts.

Internet location files with on macOS.

inetloc extensions are system-wide bookmarks for opening internet resources (news:/, ftp:/, afp:/) or local files (file:/).

“A vulnerability in macOS Finder allows files whose extension is inetloc to execute arbitrary commands,” an SSD Secure Disclosure advisory published today revealed.

“These files can be embedded inside emails which if the user clicks on them will execute the commands embedded inside them without providing a prompt or warning to the user.”

SSD Secure Disclosure
Image: SSD Secure Disclosure

Apple botches the patch and fails to assign a CVE ID.

As Minchan later revealed, Apple’s patch only partially addressed the weakness, as it can still be exploited by changing the protocol used to execute the embedded commands from file:/ to FiLe:/.

SEE ALSO:

Guardicore Labs are Sharing Details of a Critical Vulnerability in Hyper-V

“Newer versions of macOS (from Big Sur) have blocked the file:// prefix (in the com.apple.generic-internet-location) however they did a case matching causing File:// or fIle:// to bypass the check,” the advisory adds.

“We have notified Apple that FiLe:// (just mangling the value) doesn’t appear to be blocked, but have not received any response from them since the report has been made. As far as we know, at the moment, the vulnerability has not been patched.”

Although the study did not specify how attackers may exploit this flaw, it might be exploited by threat actors to generate malicious email attachments that, when opened by the target, execute a packaged or remote payload.

BleepingComputer further examined the researcher’s proof-of-concept exploit and found that it could be used to perform arbitrary commands on macOS Big Sur without any prompts or warnings by utilising specially designed files received from the Internet.

An.inetloc file containing the PoC code was not recognised by any of the antimalware engines on VirusTotal, implying that macOS users who may be targeted by threat actors employing this attack vector will be unprotected.

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Source: https://cybersguards.com/a-new-vulnerability-found-in-apples-macos-finder-lets-attackers-run-commands-remotely/

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Cyber Security

Roku Will Launch an App on Shopify App Store to Offer SMB advertising

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Roku, Shopify partner to offer SMB advertising ahead of holidays

Roku will release an app on the Shopify App Store that will allow small businesses to create and manage ad campaigns.

Through a partnership with Shopify, Roku plans to assist small businesses with local advertising.

The streaming media company has announced the release of an app that would allow Shopify clients to create, buy, and measure TV streaming ad campaigns. Roku will be the first streaming app available in the Shopify App Store as a result of the transition.

About 7,000 apps and integrations are available in Shopify’s App Store. Roku’s app should be out before the holidays.

Roku is aiming for the cable and TV ad industry with the Roku app. Roku stated it would be able to give more exact information throughout the marketing funnel if it partnered with Shopify. At the conclusion of the second quarter, Roku had 55.1 million active accounts.

Here are a few crucial points:

  1. Users of Shopify will be able to specify an audience, budget, timing, and duration for their campaigns.
  2. Creative will be uploaded by the company.
  3. Small businesses will be able to create campaigns in a matter of minutes.
  4. Birthdate Co, Jambys, MoonPod, and OLIPOP are among the first merchants to use the Roku ad app.

SEE ALSO:

TrueFort Raises $30 Million Series B To Grow its Application Protection Platform

Roku’s platform, which is installed on a variety of televisions, has been gaining popularity as an advertising medium. Roku’s second-quarter revenue increased by 81 percent year over year to $645 million, with average revenue per user up 46 percent to $36.46.

The company does not break out advertising income, but monetized video ad impressions more than doubled in the second quarter compared to the same period a year earlier, according to the firm. In its August 4 shareholder letter, Roku also stated that it was expanding SMBs on its OneView ad platform.

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Source: https://cybersguards.com/roku-will-launch-an-app-on-shopify-app-store-to-offer-smb-advertising/

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Westpac blocked 24,000 raudulent messages on payments

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Before payments could be completed, Westpac’s zero-tolerance technology required 19,000 consumers to modify the language of their transaction description.

Westpac stated that it was able to stop approximately 24,000 transactions that were deemed abusive payments.

The bank also stated in its update to its environment, social, and governance plan that it required 19,000 clients to adjust the language they used in transaction descriptions before their payments could be approved and processed.

The bank also stated that it sent over 800 warning letters and account suspensions, as well as reported over 70 customers to authorities for abusive payments.

Earlier this year, the bank stated that it would not tolerate any statements containing abuse being provided in transaction descriptions. The bank considers swear words to be unacceptable, as well as threats of domestic violence.

“We want to create a safer digital banking experience for our customers and send a clear signal that abusive messages in payment transactions will not be tolerated,” Westpac general manager of customer solutions Lisa Pogonoski previously said.

To combat such behaviour, the red and black bank launched a new feature that allows clients to report abuse and harassment in the payment transaction description for inbound payments.

In addition, the bank used technology to monitor outbound payments transmitted through its online and mobile banking platforms, which automatically bans transactions containing unsuitable or obscene language.

SEE ALSO:

Vulnerabilities Allowed Hackers to Change Passwords of TikTok Accounts

In other news, Westpac announced that it has completed 104 of 327 targeted activities for its Customer Outcomes and Risk Excellence (CORE) initiative, which aims to improve the bank’s risk management and governance. These included changing its transaction screen software and settings, identifying data points and developing automated reconciliations and checks, utilising analytics to increase detection, and improving risk reporting via a new insights platform.

Westpac reported that tech expenses climbed by AU$40 million in the first half of the fiscal year 2022, with a portion of the increase attributed to the CORE initiative. This was due to an increase in profit of AU$3.4 billion.

  • The National Sexual Assault and Domestic Family Violence Counselling Service can be reached at 1800 737 732.
  • MensLine Australia can be reached at 1300 789 978.
  • Call the Lifeline at 13 11 14 if you are in need of assistance.
  • Call the Kids Helpline at 1800 551 800.
  • Beyond Blue can be reached at 1300 22 46 36.
  • Headspace can be reached at 1800 650 890.
  • Always dial 000 in an emergency or if you are not feeling safe.

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Source: https://cybersguards.com/westpac-blocked-24000-raudulent-messages-on-payments/

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