Apr 3

UILA Highlights for APRIL 2019

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New v2.4 release

 

We announced v2.4 of the Uila solution on March 19 2019, that includes the much-desired feature request of Network Device Monitoring. As part of the release, we have extended our unique Application Mapping capabilities to include network devices dependencies and performance.  With this new release, Network teams as well as Infrastructure teams now have the insight into unavailable and congested networks that are directly impacting the performance of business critical applications.

 

This release also includes additional features and enhancements as listed below:

vdisk usage charts and alerts.Addition of traffic column in CSV export for Application Dependency Map.Reports can now be exported in the CSV format.Configure # of transaction records exported in CSV for Transaction Analysis.Selection of timeline visualization for End-user Experience. CSV migration report can now filter by Data Center, VM or service groups. Add cloud VM disk usage and capacity into VM resource report.  

 

Read more about the features from our latest blog.  

 

New Uila Success Stories

Here are some of the new customer success stories that we published recently.

US State operated Healthcare Facility & Services Group solved slow Remote Access issues

Investment Management Firm solves critical Application Issues

Credit Union solves critical Check Scanning Service Outages

Insurance Group solves Guidewire Application issue

US State Fire Protection Service reduced MTTR for critical Email Application

 

 

New Posts
  • NeuShield “Mirror Shielding” Technology Offers Game-Changing Way to Protect Files and Data Against Ransomware and Advancing Cyberattacks Fremont, CA, Feb. 14, 2019 (GLOBE NEWSWIRE) -- NeuShield today announced that the company has received Gold Winner honors as “Best Ransomware Protection Solution” in the 15th Annual 2019 Info Security PG’s 2019 Global Excellence Awards.  The company’s Data Sentinel solution, which is the first to use mirror shielding technology to instantly recover data and files when other malware defenses fail, took top honors in the prestigious global awards. Info Security PG recognizes cybersecurity and information technology vendors with advanced, ground-breaking products, solutions, and services that are helping set the bar higher for others in all areas of security and technologies. NeuShield Data Sentinel (NDS) provides a protective barrier around data to prevent harmful code from changing or corrupting files. Unlike traditional antivirus and anti-ransomware products, NDS does not rely on malware detection, so it works independent of signatures or updates. If a bad actor compromises a computer system with NDS installed, the malicious code attacks a mirror image of the data rather than the actual files. After a ransomware, zero-day or other targeted threat attack, the system owner can simply use the product’s “One Click Restore” feature to gain near instantaneous access to the original version of the data. NeuShield is led by a seasoned team of innovators and technologists with in-depth experience delivering some of the top endpoint security products on the market. The team’s collective experience includes key roles at FireEye, Google, Websense, Symantec and Sygate. Drawing upon their technology expertise and in-depth understanding of the threat landscape as well as weaknesses in existing security solutions, the team is well positioned to deliver the innovations consumers and businesses need to protect their data from constantly evolving threat vectors. “Being named ‘Best Ransomware Protection Solution’ in a highly competitive group of companies, is a great honor for NeuShield,” said Elisha Riedlinger, COO of NeuShield. “It’s really a credit to our engineering team, which has been laser-focused on delivering a game-changing approach to data protection that allows our growing base of customers to shield their important data from threats rather than trying to detect and block threats one-by-one.” “We applaud the success of NeuShield and their commitment to helping companies keep their valuable files and any sensitive consumer data safe,” said Rake Narang, editor-in-chief, Info Security Products Guide. About Info Security PG’s Global Excellence Awards Info Security Products Guide sponsors the Global Excellence Awards and plays a vital role in keeping end-users informed of the choices they can make when it comes to protecting their digital resources and assets. It is written expressly for those who are adamant on staying informed of security threats and the preventive measure they can take. You will discover a wealth of information in this guide including tomorrow's technology today, best deployment scenarios, people and technologies shaping cyber security and industry predictions & directions that facilitate in making the most pertinent security decisions. About NeuShieldNeuShield delivers a completely revolutionary approach to data protection. Rather than trying to detect and block threats one-by-one, the company’s patent-pending NeuShield Data Sentinel product shields important data to prevent threats from modifying it. Business and consumers use NeuShield Data Sentinel as a simple, reliable and budget-friendly way to revert digital files and devices to their pre-attack state when other malware defenses, like antivirus and anti-ransomware, fail. For additional information, visit  neushield.com or connect with us on Twitter  @NeuShield . https://www.globenewswire.com/news-release/2019/02/14/1725506/0/en/NeuShield-Named-Best-Ransomware-Protection-Solution-Gold-Winner-of-Info-Security-PG-s-2019-Global-Excellence-Awards.html
  • At InvGate, our mission is to provide great service with every interaction, be it with our Sales, Support, or Customer Success teams. In fact, the kindness of our people is one of the positive aspects our customers always highlight in reviews . After all, customer satisfaction is a measure of how our products meet or surpass expectations, so we take it very seriously. With that in mind, we’ve pulled together our top tips to help you provide an outstanding experience to YOUR customers – here are our 10 commandments of IT Customer Success. 1. Thou shalt not fail to understand customer needs Active listening is the key here. Avoid interrupting and listen carefully to every concern and pain point your customer is having. Don’t make the mistake of thinking you know what they need before they ask for it; sometimes they don’t even know the full scope of their issue, so you have to help them find that out. Also, your time is as valuable as theirs, so don’t rush them off and book some time to have an actual conversation, especially when the situation needs a walk through or troubleshooting. During this conversation, try to minimize your multitasking so you can really listen and dig deeper. Plus, in addition to listening, you need to focus on asking the right questions, so you can get to the bottom of the issue as quickly as possible. 2. Thou shalt not blame the customer The reasons why the customer might be having an issue are infinite. There might have been a wrong configuration or a failed attempt when following instructions on their side, but it could also be that a solution provided by someone from your company in a previous interaction or an outdated article is the root cause. So don’t rush to blame the customer or find out ‘what they did wrong’. Instead, focus on solutions, explain any issues that led to the incident, and work to prevent them from happening again. If the issue was indeed caused within your company, such as a system outage or a bug, don’t blame your peers either. Apologize and find a way to manage it better next time. Genuinely, if there’s something you need to apologize for, don’t hesitate to do it. An open and honest communication will make you appear reliable and calm. 3. Thou shalt not forget to be in their shoes Remember that empathy is key when dealing with other people’s issues, so make your customers feel understood and taken seriously when having a conversation. Sometimes they think they know what they need, but you’ll end up with a lot more valuable insights on the situation if you ask the right questions (as mentioned in point one). Look at the issue from different angles and remember they’re the ones feeling uncomfortable and looking for a solution. So put them first, work towards finding out how they use your product to achieve their goals, and think how you could solve that particular situation. 4. Thou shalt not forget to share additional resources Added value is something that every customer appreciates, no matter the industry or product. At InvGate we go the extra mile to empower our customers by providing tools they couldn’t get elsewhere, or an unexpectedly easy solution. Even more, if after providing a solution you share additional resources, such as how to’s, videos, or tips, you’ll give them a sense of control and the ability to accomplish a task without help. Thus, they won't have to reach out as often for assistance, and you’ll both save time. Remember, in IT service management (ITSM), being able to share knowledge means you’re doing things right. 5. Thou shalt not miss any product update Imagine how awkward it would be if the customer knew more about your product or services than you.  You can’t miss the details on product updates, bug fixes, and new features introduced to your product; even more so, you need to be fully aware of how any new development actually works, in order to be able to answer any questions or give instructions. It would be very damaging to tell your customer that their issue doesn’t have a solution, when it actually does and you just weren’t aware of it. So have regular conversations with your Product and Services teams to be on top of any news, and don’t forget to read any new documentation your technical peers work on. 6. Thou shalt not leave the Knowledge Base unattended IT service desk knowledge documentation is vital , because it reduces the workload, provides a consistent level of support, and empowers users with solutions at the tip of their hands. It might seem like there’s never enough time to document things, but remember, this is a long-term investment. When you solve a particular request you see instant results, whereas when you document a process you’re not sure who and when will find it useful. But trust us, it’s still useful. The time spent collecting and distributing knowledge results in even greater time savings (plus the business-level benefits of quicker issue resolutions and provisioning, and a better experience for your users). 7. Thou shalt not forget to look at the logs Logs oversee network activity, inspect system events, and store user actions, so they can provide valuable insight into what could have happened in case of a system malfunction. When providing customer service in the software industry, logs are the source of many explanations, so it’s important to ask the customer right away for their logs on the exact moment they detected the issue, and use them as a resource for your research on the root cause. 8. Thou shalt not forget that each customer is unique We’ve said that documentation is vital for faster solutions to common issues, but that doesn’t mean every customer scenario should be treated the same way. People like to feel appreciated and taken into account; so take the time to learn their names, where they work, their specific use cases for your product, and their overall business goals. A personal and close relationship will be beneficial on the long term. Of course we all want quick solutions and would like to go straight to the point, but sometimes getting to know the background helps, because the more you know your customers, the more you can anticipate their needs. 9. Thou shalt not mistreat a customer Never ever lose patience or disrespect a customer, no matter how tense the situation is. You have to be the focused party who sees the light at the end of the tunnel and will move the conversation forward to where it needs to go. Also, be punctual and don’t leave your customers waiting. If you have an appointment, be there on time and, if you’re stood up, patiently suggest a new time letting them know this is a shared commitment. Doing business with you has to be easy, so keep your word and be present. 10. Thou shalt not forget to breathe, smile, and have fun In the end, it’s all about helping people when they need you.So remember to enjoy every interaction, have fun, and share jokes with your customer(s) when it seems appropriate, and make them feel you’re someone they can always trust. Attitude will always make the difference when it comes to keeping good relations with customers, so try to end every conversation with a smile on both sides. We know it will not always be easy, and that many customers can be unhappyor angry, but even in those cases, breathe, count to 10, and patiently walk them through the process of solving their issue. Conclusion Customers are the most vital asset to a company, so keeping them satisfied is what makes them recommend your product and helps your business grow. Good customer service is the groundwork for any company and, in order to provide a good experience, you need to truly understand who they are and what they need.
  • Acquisition advances Kaseya’s complete suite of integrated, best-in-class, cost-effective IT security solutions for MSPs and internal IT Las Vegas – CONNECT IT – May 6, 2019 – Kaseya®, the leading provider of IT infrastructure management solutions for both external service providers (MSPs) and internal service providers (IT departments), today announced the acquisition of ID Agent , the leading threat intelligence and identity monitoring provider. With this announcement, Kaseya furthers its IT security management suite by adding end-user protection to its existing infrastructure protection suite. ID Agent’s award-winning products, including Dark Web ID™, the channel’s number one dark web monitoring platform, and BullPhish ID™, a first-of-its-kind phishing simulator and security awareness training platform, now join with Kaseya’s existing suite of infrastructure management security solutions to provide complete protection. By utilizing Kaseya’s IT Complete Security Suite, SMBs, and the MSPs who service them, can completely protect their user networks and sensitive data from cybercriminals, ransomware and other malicious attacks with: ID Agent Dark Web ID – combines human and sophisticated Dark Web intelligence with search capabilities to identify, analyze and proactively monitor for an organization’s compromised or stolen employee and customer data. ID Agent BullPhish ID – complements that data with simulated phishing attacks and security awareness training campaigns to educate employees, making them the best defense against cybercrime. AuthAnvil Identity and Access Management – secures user access using multifactor authentication, password vaulting, and single sign-on. Kaseya Security Manager – scans and secures networks, servers, and endpoints from unauthorized changes and cyberattacks. Kaseya Patch Management – patches critical vulnerabilities in OSes and third-party software solutions. “We’re thrilled to add ID Agent, our fifth market-leading acquisition in the last 18 months, to the Kaseya family and integrate its visionary cybersecurity solutions into IT Complete, our platform to help IT organizations simplify their tech stack by providing everything an IT department could want – and more,” said Fred Voccola, CEO, Kaseya. “What Kevin Lancaster and his team have built with ID Agent is truly outstanding and its offerings are a natural fit for Kaseya’s customers as we continue to innovate our IT Complete offering to help our customers meet the challenge of implementing secure, adaptive, and scalable cybersecurity solutions under one pane of glass.” “We’re so excited to join Kaseya. The marriage of ID Agent with Kaseya’s existing security stack will give external and internal service providers greater opportunity to be leaders in cybersecurity protection by staying ahead of emerging threats with powerful, cost-effective services,” said Kevin Lancaster, CEO, ID Agent. “This combination bolsters the IT Complete platform and adds to the tremendous momentum that has seen Kaseya grow to more than 40,000 customers worldwide.” ID Agent will continue to operate under its existing brand and as an independent business-unit based out of its headquarters in Bowie, MD. ID Agent founder and CEO Kevin Lancaster will continue to lead the ID Agent team and will drive Kaseya’s continued security management strategy.

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