How to resolve the 5 worst service situations

Trying to help someone who is arrogant and feels entitled is challenging. And unfortunately, it's not the only unsavory support situation you face.
"Learn the mechanics of handling your worst transactions, and everything changes in terms of morale, performance and customer satisfaction levels."

This brief, brought to you by Citrix GoToAssist, explores 5 really tough support situations that service and support professionals regularly face and how to effectively resolve them.

Download the brief to learn:
- How to extinguish social media firestorms
- 3 surefire steps for handling an angry, arrogant person
- What to do when (gasp!) you are at fault
- And more...
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Pay As-You-Grow Data Protection

Data growth continues to be a major problem in the business world, and many small and medium businesses have just as hard a time responding to the challenge as large enterprises do. Although smaller organizations generally have less data to store, they also have fewer IT resources to work with. As a result, smaller companies are often the ones that are most harmed by rapid data growth. In order to get the data protection and recovery functionalities they need while staying within their budgets, small and medium businesses need a solution that takes a creative approach to data protection. IBM Tivoli Storage Manager Suite for Unified Recovery gives small and medium businesses the opportunity to start out with only the individual solutions they need, and add new functionalities as they grow. In addition, TSM SUR only requires businesses to pay for the amount of data they store after compression and deduplication.
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The Business Value of Improved Backup and Recovery

The continuous growth of information means data protection is not only more important than ever before, it is also more expensive, time consuming and complex. And the historical tendency to use specific point solutions for backup and restore only makes matters worse. To meet these challenges organizations will need to modernize their backup and restore operations with a complete view of their backup environment and a comprehensive plan for migrating to optimized operations. They need to consolidate backup systems to address more complex recovery scenarios. Read the following analysis to better understand data and storage issues and demonstrate the value of deploying a modern data protection solution.
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Phishing: The Latest Tactics and Potential Business Impacts

As one of the top cybercrime ploys impacting both consumers and businesses, phishing has remained a consistently potent threat over the past several years. This paper highlights the current growth and trends in today's phishing schemes, the potential impact on companies, and insight into how businesses can apply technology to protect themselves and their customers.
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Website Security Threat Report

Symantec has established some of the most comprehensive sources of Internet threat data in the world. The network monitors attack activity in more than 200 countries and territories through a combination of Symantec products and services, and other third-party data sources. These resources give Symantec's analysts unparalleled sources of data with which to identify, analyse, and provide informed commentary on emerging trends in attacks, malicious code activity, phishing, and spam. The result is the annual Symantec Internet Security Threat Report. This version of the report - the Website Security Threat Report - has been created to specifically focus on website security issues.
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Six Things That Can Kill Your Website and How To Stop Them

Your website is your shop front, your brand on display and an essential sales and marketing tool. You spent a lot of money building it and attracting visitors. It is business critical: it would be a disaster if that shop front were smashed, your reputation was tarnished and visitors stopped coming. This is why website security is so important. This white paper lists six threats to your website and what you can do to prevent them.
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WebSphere Application Server Liberty Profile compared to Tomcat

Make an informed decision when choosing your application serving environment. Does it matter if your developers use open source software while your enterprise has standardized on a commercial application server? You bet it does. Learn the facts of TCO and performance in this comparison of IBM WebSphere Application Server Liberty Profile to Apache Tomcat.

Sponsored by IBM and Intel

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The Total Economic Impact of WebSphere Application Server

There are many great things to come out of open source initiatives, not the least of which is innovation. But relying on an open source application server for your most critical customer-facing apps may not be the smartest strategy. Consider the security, integrity, scalability, and ultimately lower TCO of the proven IBM WebSphere Application Server for your enterprise.
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Strategic Server Refresh with IBM System x

This analyst paper by Edison Group addresses the strategic reasons why organizations need to refresh their servers, and how a server refresh with IBM System x® servers, powered by the latest Intel® Xeon® processors, delivers and supports solutions and capabilities needed by SMBs.

Intel, the Intel logo, Xeon and Xeon Inside are trademarks or registered trademarks of Intel Corporation in the U.S. and/or other countries.
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Cover Your Assets: Protect Your Company’s Most Important Possession

Whether accidental or hacker-initiated, data loss can pose huge costs to your organization. In this webcast, uncover the financial impact of data breaches, and learn why a DLP solution that integrates with a Unified Threat Management platform is the most effective way to prevent data loss.

Discover:

-How to protect the growing volume of data in your network with a powerful DLP solution that controls information as it moves across boundaries
-How DLP technology directly secures your data, and solves the most common leaks in your network
-How attackers leverage SQLi to steal data and five key tips to follow to stop them from accessing your assets
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The Market Has Spoken: Why You Need New Tools to Simplify Security

With the internet's growth in security technologies, unintended complexity for security professionals has intensified. Described in this article are the factors contributing to security management complexity and why enhanced visibility and manageability across security technologies is the right remedy. In this Frost and Sullivan report, you'll discover the biggest factors contributing to security management complexity, and why improving visibility across security technologies is the best way to protect your data.

Download the report and discover:

* How to simplify the task of managing network security with tools that go beyond just using and maintaining a stand-alone solution
* How to gain greater visibility into your most sensitive data with consolidated management functionality across network security tools
* How to establish one set of automatically-implemented policies to more effectively remediate security breaches and today’s most lethal threats

Find out how WatchGuard can help your organization identify and overcome key network issues.
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Deploying Cloud with IBM System x

As a small or medium-sized business, knowing which infrastructure investments you need to make to improve your business is easy. The struggle is being able to apply your finite resources for long-term benefits when the day-to-day demands of your business keep your IT assets more than busy. A private cloud is one of those solutions that deliver immediate and impactful benefits with minimal pain. Read this brief e-guide to see how a private cloud on IBM® System x® servers, powered by the latest Intel® Xeon® processors, can accelerate the journey to smarter computing for your enterprise.

Intel, the Intel logo, Xeon and Xeon Inside are trademarks or registered trademarks of Intel Corporation in the U.S. and/or other countries.
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A Rational approach to integration testing

Developers must deliver high-quality applications while limiting their testing expenses. In this challenging environment, a combination of automated integration testing and test virtualization can enable test teams to improve software quality and keep up with the rate of change.
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