Over the past few decades, IT’s ability to facilitate organisations’ various business processes has increased drastically. It has gone from basic office tasks, such as storing files, to inventory management systems or Enterprise Resource Planning (ERP). Every organisation must make sure to implement IT in a way that maximises its benefit, depending on the organisation’s unique requirements and processes. From multi-national corporations who maintain mainframe systems and databases to small businesses that own a single computer, IT always plays a role.

 

IT’s impact on the following areas:

Communications – IT plays a vital role in enabling efficient communication between employees, suppliers, customers and business partners. Most organisations use email as their primary means of communication. One of the early drivers of the internet; it is a simple and inexpensive tool. However, recently other forms of communication have emerged. These include: video conferencing, Voice Over Internet Protocol (VOIP), live chat services like SKYPE and smartphones. All these communication tools make it much easier and faster to transfer information within the organisation, as well as externally.

 

Data Management – The introduction of IT in the business world reinvented how organisations store their data. The days of having large file rooms filled with filing cabinets and having to mail documents are long gone. Today, companies store digital documents on servers and use databases to store and manage their data. Employees can send and retrieve data from the centralized system, which saves time and improves decision making.

 

Management Information Systems (MIS) – Storing data is only beneficial if it can be used effectively. Nowadays, most organisations use data for their strategic planning process. MIS is used to track sales data, expenses and profitability. This data is then used to analyse and compare revenue and profitability over time, return on investment and then set future targets or areas of improvement. Through this system, data must be accessible at any given time. MIS reports, therefore, summarise a large amount of data, which enables quick decision making.

 

Customer Relationship Management (CRM) – This is a system that records interactions with current and potential customers, in order to promote long-term customer relationships. In recent years, IT has played a vital role in how companies create and manage profitable customer relationships. A CRM system stores every customer interaction. Thus, when a customer has an issue, a customer support representative has access to the customer’s previous purchases, shipping information and all the details that allow the issue to be dealt with. Each interaction would then be stored on the CRM system and can be recalled if the customer contacts the company again.

As the world becomes smarter, progressive companies are now focusing on innovation that improves customer experiences and drives business growth. Modern organisations must be proactive in their approach to technology and embrace the changes brought about by IT. Innovation goes beyond creating new products, it is an integral part of every business process and makes organisation more efficient and efficacious. Shifting from the old model of IT as a separate business function to this new model results in a thriving enterprise.

Many organisations make the wise decision to hire a Managed Service Provider (MSP) that handles their cybersecurity. Although, there are still many small business owners who don’t understand that they must act on cybersecurity. This goes beyond installing an off-the-shelf anti-virus software and calling it a day.

 

As the cyberthreat landscape becomes more complex, most companies are finding it very challenging to keep track of new issues and protect their data. Moreover, hackers are growing more sophisticated when committing such crimes. The growth of the Internet of Things (IOT) also results in more businesses using smart devices connected through networks, which give hackers more potential entry points.

 

These security breaches result in significant damages to the company, ranging from data loss, server downtime and loss of clients due to bad publicity and reliability. SMEs are faced with three options for dealing with such security breaches. Firstly, they can attempt to manage cybersecurity internally, by hiring in-house security professionals, including a Chief Information Security Officer (CISO). Alternatively, they can use the services of a consultant that would recommend a combination of security solutions. These would then be installed and managed by internal staff. The third and most common option is to outsource all cybersecurity to a Managed Service Provider.

 

Benefits of outsourcing cybersecurity:

 

• Having a team of dedicated security professionals– these people are in high demand and without using the services of an MSP it may be impossible to hire them. The company would have constant access to security experts for immediate response. These experts are also always up-to-date on all the latest threats and security practises.

 

• Better threat detection and incident response time– the team of experts that monitor your system 24 hours a day are able to respond to threats in real time. A Managed Detection and Response platform (MDR) is often used, which gives fast insight for quick response.

 

• Advanced technology – new modes of cyber-attack require new defence tools. It takes time to train internal staff to install and use these tools efficiently. New software is also expensive to buy and maintain licensing and support.

 

• Threat intelligence – outsourced threat intelligence platforms provide a detailed analysis of the company’s intelligence profile. This delivers precise and actionable threat intelligence indicators. This platform also deals with threats before they become breaches. With companies having many sources of data, it is extremely difficult to develop and maintain such a system in-house.

 

• Independent validation of cybersecurity posture – outsourcing provides an independent analysis of the organisation’s vulnerabilities and weaknesses in systems and applications that internal IT staff may not have picked up. MSPs are specialised in, not only uncovering hidden risks, but also training internal staff to lower the risk of vulnerability to a cyber-attack.

 

When a company decides to outsource, it is vital to choose the right cybersecurity provider that has the means and expertise to meet all the requirements long term. Furthermore, advanced tools and expert security teams are needed for a comprehensive cybersecurity solution. Finally, the MSP chosen must be dynamic and constantly stay ahead of emerging cyber-criminal tactics.

 

For more information regarding this service, kindly contact Clamtech on +356 2090 8800 or by email on: [email protected]

Companies around the world make use of an IT help desk to ensure smooth running of their operations on a daily basis. It is put in place to assist the company’s management and employees whenever a problem arises. These are generally of a technical nature; thus, technical people are at hand to troubleshoot the problem. Such issues include: malfunctions with the office printer, getting access to a new system, as well as, server and security issues.

A help desk may be used to assist company employees and customers alike. This depends on the type of help desk. An IT support help desk supports employees by addressing their difficulties, from simply forgetting their log in credentials, to the entire network going down. Alternatively, companies may use a customer service help desk, which focuses on serving the company’s clients. These might have questions regarding the products and services offered by the company.

There are several functions that a help desk should perform that benefit your company. To begin with, communication should be efficient, due to a single point of contact between employees or customers and the IT service provider. Issues are also addressed immediately as they arise, since help desks are available to the client 24/7. Moreover, customers can get help from the technical help desk agents or through self-service, such as, FAQs. A help desk should also allow users to rate the service, allowing the company to measure customer satisfaction.

When businesses first start out, they usually rely on email for support but as they grow, they go beyond email and IT support becomes critical. This needs to be proportionate to the level of business. Companies should turn to help desk software, when their internal personnel struggle to solve issues efficiently and keep up with emails. This software organises information, streamlines workflows and eliminates many manual processes. An IT support specialist will no longer have to log issues by hand, deal with sorting of emails to solve a problem, track the status of issues manually, or let requests slip through the cracks. Therefore, such system automates the process of dealing with issues, centralises information, and uses email alerts to keep employees informed. Employees have the luxury of simply submitting a ticket to the help desk team, which will then receive, log and assign issues to the right help desk technicians automatically. Detailed records of all submitted issues are kept, this makes it easier to track updates and report on what work was carried out.

It is vital to choose the right help desk software, one which depends on the specific company needs. The cost is the main factor holding back many companies from investing in this software. The price of this service depends on the size of the company, the number of employees and the specific business needs. Some vendors offer basic help desks, while others offer enterprise-level customisable solutions. For more information kindly contact Clamtech on +356 2090 8800 or by email on: [email protected]

The primary purpose of having a virtual network is to allow a service provider or data centre to provide and manage a suitable and efficient networking structure. This structure must be constantly updated to reflect changing conditions, through software rather than physical hardware changes. Simply put, a hosted virtual desktop is a user interface that connects to applications and data that are stored on a service provider’s servers, rather than on the user or corporate network.

Implementing a hosted virtual desktop presents various benefits and cost savings for a company. The service provider is responsible for storage and backup of data, system security, as well as, upgrades. Moreover, they also offer redundancy, constant availability and optimized power. These virtual desktop models benefit the company, by enabling its employees to access their desktop from anywhere and anytime, given that they have an internet connection. They can also use various devices to do so; smartphones, laptops or tablets. As a result, the workforce is way more efficient and information is easily accessible to everyone in the company.

Cost effectiveness remains the main goal of every company. Firms adopt such technologies and digital services in order to cut costs, while still reaching their corporate aims. Virtual desktops deliver these cost savings. This is due to traditional desktops having very high lifecycle costs. Gartner, a leading consultancy agency, reports that the yearly cost of ownership of a computer exceeds $5,000 per year. This includes purchasing hardware and software, management and support, communications, system downtime and training, among other productivity losses. Adopting a hosted virtual desktop results in significantly lower total costs of ownership. This is done through economies of scale, that are achieved by centralization of IT systems and services. Rather than every company individually storing data on its own cloud and having its own infrastructure, all these services are provided by the service provider to many companies. The competitive nature that exists in the cloud services market also reduces the price charged for these services.

Cloud service providers present a low-cost way for companies to access applications stored on a cloud. These agencies are generally very secure, reliable and offer 24/7 support for their clients. These service providers group a number of physical machines and build a large number of virtual machines with software, making them accessible through the internet. This whole package with services and support would be offered at a monthly price for each desktop, referred to as a hosted virtual desktop.

Virtual desktops come in two different designs, either session-based, or dedicated. Session-based desktops are an economical solution for users to access applications with less changing needs. Users, such as, clerks and assistants, have less intensive computing and user personalization needs. Dedicated virtual desktops are aimed at those who need more resources, personalization, and control. These are used by individuals who have specialized requirements for high level computing, data storage and personalization needs.

Another benefit of using hosted virtual desktops is that these can be created with the desired configuration and software can be updated instantly. Virtual machines are much more capable of responding to the changing needs of a business, when compared to physical machines. They are easier to manage and make use of the available physical resources more efficiently.

After a company opts for a hosted virtual desktop, it is vital to choose the right service provider. Industry certifications for cloud hosting, from companies like Microsoft, are good indicators of the credibility and capability of the vendor.  Another factor to consider is the level of experience of the vendor, in terms of length of time working in the industry, the size of existing customers and size of customer base. A hosted virtual desktop provider must have a very good track record of working with different customers, from small and medium business, to corporations, to individual professionals. Moreover, their offerings must be customizable to suit the specific needs of each business. Finally, they must be proactive and respond effectively to changing trends and demands, while increasing management tools.

Every business wants to reduce its costs. Technology has been adopted by most businesses by now, but many do not manage their system efficiently and do not plan on how to address the inevitable downtime.  This term refers to the period of time during which a system fails to perform its primary function. Avoiding upgrades in technology to reduce expenses will almost certainly increase them. Many businesses also underestimate the costs of downtime or do not think it is worth the money.

 

To truly understand the importance of implementing a network downtime prevention and recovery plan, it is vital to understand the full costs of network downtime. When systems unexpectedly fail or crash, downtime has a direct influence on business operations. Most business cannot operate at all and this costs them a lot of money. Apart from monetary losses, data losses pose a huge threat to your business. Research conducted in the United States shows that downtime costs have risen a staggering 41% since 2010. When data centres go down, the businesses they support suffer. With average incidents lasting 86 minutes, the average cost per incident is now $69,200. These losses depend on many factors, including: revenue, industry, duration of outage, number of employees and time of day. Businesses which are heavily dependent on data transactions, like banks and online retailers, experience significantly higher losses per hour.

 

These downtime costs include direct and indirect expenses. Direct costs are immediate fines, fees and expenses. Indirect costs refer to long-term costs resulting from loss of business and tarnished reputation.

 

Direct costs:

1. Legal repercussions – companies handling sensitive client information and financial data may be sued due to network downtime, especially if this is a result of a security breach. In certain cases, companies can also lose certification with the legal regulatory if they encounter downtime frequently.

 

2. Data loss – downtime during the work day interrupts ongoing work, often damages data and causes errors when the network is back online. Furthermore, unsaved data is lost, meaning that employees have to work more hours to recover the data. This results in even more costs for the business.

 

3. Productivity loss – most employees cannot carry out any work without the company network but would still get paid, this results in a loss of productivity. Resuming work and catching up after the system outage is also time-consuming.

 

Indirect cost:

 

1. Loss of revenue due to lost customers – It takes time to build a loyal and trusting relationship with a client. The confidence a client has in the company is extremely important and a single incident could jeopardise it. This expense represents the cost of losing customers because of the downtime event.

 

2. Damaged reputation – the reputation of a company can be easily affected as a result of network downtime. Surveys show that after experiencing a technical failure, more than half of businesses said that this damaged their reputation. This could result in negative reviews, loss of sales and a loss of seasoned customers.

 

System failures are sometimes inevitable, but some are entirely preventable. Companies should make use of methods to avoid downtime, while developing contingency and recovery plans. I.T support agencies provide such services, as well as: emergency response, circuit monitoring and custom security configurations. The cost of these services is minimal when compared to the major potential