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Help Desk, Customer Service, Cloud & Security Insights, with a Side of Altruism!

4 Keys for Integrating ITIL and the Cloud

ITIL & the Cloud

As businesses move to the cloud, IT Service Management (ITSM) tools within the cloud are becoming increasingly common. The IT Information Library (ITIL) best practice approach to ITSM does not currently target the cloud, but its best practice approach to service management has resonated throughout the cloud-based application industry. This approach allows organizations to use IT to realize business change, transformation, and growth. ITIL's principles have been implemented in efficient and cost effective cloud-based analytical software applications today, however, further updates are required to target the following specific areas:

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Why Succumbing to Cyber Extortion is Dangerous

Cyber Crime, Ransomware & Data Security

On February 5, 2016, the use of ransomware on Los Angeles' Hollywood Presbyterian Medical Center caused a shutdown of their systems and served as a reminder of the increasingly pressing issue of cyber extortion. The hospital released a statement reassuring that neither patient care nor employee or patient information were compromised during the attack. The statement also clarified that initial reports that the hospital paid $3.4 million to the hackers were mistaken, but the hackers walked away with just short of $18K, as it was deemed the "quickest and most efficient way" to obtain the decryption key so they could regain access to their systems. The issue with this statement is that paying the ransom does not guarantee the return of data. In fact, most IT and security resources agree that paying is confirmation to cyber attackers that they should return in the future.

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Applying Today’s Technological Landscape to ITIL

ITIL & Today's Technology

The technologies available to consumers and businesses are, undoubtedly, developing at a rapid pace. People have new demands when it comes to their technological needs. ITIL, the Information Technology Infrastructure Library, provides guidance for IT service providers on how to bring IT best practices and business needs together, giving companies the tools to approach many kinds of IT challenges. The capability of applying it to a variety of situations and vendors makes it a go-to resource for many service providers when looking towards solutions for complex business problems in both customer service and IT support. The last time that ITIL was updated, however, was in 2011. While it may not seem that long ago, the last five years have brought many changes in the technological landscape, and ITIL alone may not be the most effective way to find an answer.

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3 Ways Companies Can Combat Phishing

Combating Malware & Phishing

Despite the advanced technology and insight into data breaches, many companies still find themselves victims of silent attacks conducted by hacking professionals. While there are few ways to prevent these attacks, there are multiple precautions you can take to protect your company and your customers.

Data breaches can occur when malware is downloaded onto a device. Malware consist of different viruses and software that collect private information without the target ever knowing. Most commonly, data breaches are performed using phishing, which occurs when one is sent emails or texts containing links to malware. They are cleverly disguised as normal emails that do not always look suspicious to the unsuspecting eye, or even appear "friendly," which are why many people fall victim.

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CIO Healthcare Exchange 2016

CIO Healthcare Exchange 2016

Mark your calendars for the CIO Healthcare Exchange, taking place September 25th through the 27th, 2016 in Irving, Texas. At this event, there will be a multitude of discussions focusing on Electronic Health Records (EHR) and how various health organizations have employed EHR through a myriad of models.

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The Benefits of Ethical Hacking

Ethical Hacking

Can you imagine a world where hacking was no longer a threat and security was stronger than ever? This is potentially the future of technology if efforts strive to invest time and money into a new generation of so-called "white hat' hackers.

In a recent article on Medical Economics' website, Giva proposes a 5-to-1 ratio of software developers to ethical hackers. This article calls for hefty fees that should be paid to registered ethical hackers for finding weaknesses or gaps in a company's system. Due to the good money opportunity by taking this path, it would persuade those with hacking skills to use their skills to improve technology instead of attacking it. A better future starts with the decision to work for it, and the development of an ethical hacking field is a crucial first step towards a brighter one.

How Mobile Can Help Productivity in Hospitals

Healthcare & Hospital Mobile Technology Apps

Mobile applications have become a part of everyday life, from entertainment to organizational templates, but apps also have immeasurable potential to increase productivity in the workplace. Huffington Post recently published one of Giva's articles, "Using Mobile Applications to Increase Hospital Productivity," to increase awareness of how useful apps can be when they are put to work.

Hospitals are home to arguably the most fast-paced team of professionals because, when lives are in your hands, there is no room for hesitation or delay. If given the opportunity, mobile applications can drastically increase productivity in the hospital front office, back office, and in the Cloud while ensuring clear communication between doctors and patients.

The Benefits of Configuration Management

Software Configuration Management

Configuration Management, or Software Configuration Management, is the tracking and controlling of software changes in a system. Its purpose is to ensure consistency in performance, functionality, and design. In many ways, configuration management is analogous to the architectural framework of a house that sets the tone for the actual materials, such as lumber and windows. In this case, software configuration would be the framework that is intertwined with tools such as cloud computing and other forms of configuration management database, or CMDB for short.

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Considerations in First Call Resolution Rates

First Call Resolution Rates in Help Desk or Call Centers

It is the dream of every business owner to become bigger, better, and to become a necessary staple in the mind and lives of customers. However, some might not consider the changes that go into accommodating this new and improved status. One of these changes will be the management of your phone system and the way your calls are handled. Once a business rises to a certain size, there has to either be an in-house call center or an outsourcing of these customer service calls to another location, preferably within the geographic area. Why is this? When a business receives a rise in their customer base numbers and want to continue this trend, there will have to be adjustments made to better serve this growing demographic by answering their questions and quelling their concerns. This is when either an evolved help desk system or call center implementation becomes necessary.

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New Ways to Combat Healthcare Data Breaches

Healthcare Data Breaches

Do you feel uneasy writing out all of your personal information in a hospital waiting room? You are not alone and your worry is not without reason. Data breaches are becoming more and more frequent, and identity theft has become a sustainable business that will not be eradicated at any time in the near future.

In Giva's recent article, "Healthcare Data Breaches on the Rise: Implications and Solutions" published by Becker's Health IT & CIO Review, a new solution is proposed in a way which renders the data "valueless" to hackers. The article explains a new system that, once implemented fully, would provide aliases for each patient so that hospitals and healthcare workers can focus on their already-challenging jobs instead of worrying about also protecting vast amounts of Protected Health Information (PHI).

 

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