The Cyber Resilience Review (CRR)[1] is an interview-based assessment that evaluates an organization’s operational resilience and cybersecurity practices. This assessment is derived from the CERT Resilience Management Model (CERT-RMM), a process improvement model developed by Carnegie Mellon University’s Software Engineering Institute for managing operational resilience. The Cyber Resilience ... Continue reading Tech Spotlight: Securing Your Industrial Control Systems
Facility management encompasses a wide range of services that ensure the functionality, comfort, safety, and efficiency of your work environment. In general, facility management enables a productive workplace by bringing disparate systems together. While an IT service desk agent ensures the operability of an employee’s desktop technology, for example, a facility manager handles all the other ... Continue reading Tech Spotlight: Using Your ITSM System for Facility Management
The most common activity that your IT support agents are involved in every day is handling incoming requests. Your team needs to be ready when a new incident or service request is raised, so they can respond as quickly as possible. However, with requests arriving in so many ways: requests, phone calls, emails, ad hoc, and more—one after another, it can become difficult to stay on top of ... Continue reading Tech Spotlight: Streamline Your ITSM Processes
To better help you understand how AI systems like SunView Willow AI™ work, we will give you a behind-the-scenes look at the way AI systems are constructed. What follows is a high-level breakdown of the components of an AI system, an explanation of how the AI system learns, and how that learning is implemented. Continue reading Tech Spotlight: Willow AI Models
Companies like Uber, Grubhub, Airbnb, and others have disrupted their industries, transformed customer experiences, and achieved massive valuations over a very short time—using teams that are a fraction of the size of their well-established competitors. You might be wondering, “Good for them, but how did they do it with limited resources? How can I apply their strategy to my own company?” Continue reading Tech Spotlight: Best-Practices for IT Service Management (ITSM) Application Integrations
