IDC Exec Summary-Support as a Competitive Differentiator

To better understand how existing support technologies are meeting the needs of users, IDC surveyed 450 people about their support experiences and preferences at work and on their personal devices. IDC also surveyed 950 support providers for information about their support programs and the technology they use to deliver support.

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Open Source Security And Risk Analysis Report

Synopsys helps development teams build secure, high-quality software, minimizing risks while maximizing speed and productivity. Synopsys, a recognized leader in application security, provides static analysis, software composition analysis, and dynamic analysis solutions that enable teams to quickly find and fix vulnerabilities and defects in proprietary code, open source components, and application behavior.

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Navigating the Open Source Risk Landscape

Open source use isn’t risky, but unmanaged use of open source is.

Open source software forms the backbone of nearly every application in every industry. Chances are that includes the applications your company develops as well. If you can’t produce an accurate inventory of the licenses, versions, and patch status of the open source components in your applications, it’s time to assess your open source management policies.

This paper provides insights and recommendations to help organizations and their development and IT teams better manage the open source risk landscape. It covers:

  • Open source license risk and the need to identify and catalog open source licenses
  • Security risk that comes with open source use and inadequate vulnerability management
  • Operational open source risk, version control, and the dangers of using inactive components

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The DIY Guide to Open Source Vulnerability Management

According to SAP, more than 80% of all cyber attacks are happening on the application layer,1 specifically targeting software applications rather than the network.

Hackers take the easiest path when determining exploits and choose applications that offer the best attack surface opportunities. Those opportunities are generally created by unpatched or outdated software.

For example, Heartbleed, a dangerous security flaw, critically exposes OpenSSL, an open source project used in hundreds of thousands of applications that need to secure communications over computer networks against eavesdropping. Yet 56% of all OpenSSL versions that Cisco Security Research examined in its 2015 security report2 were still vulnerable to Heartbleed, more than two years after the Heartbleed vulnerability was first disclosed and a patched version issued.

This illustrates the difficulty organizations have in inventorying and managing open source components rather than a lack of security diligence. Without a comprehensive list of open source components in use, it is nearly impossible for any organization to identify specific applications that use vulnerable components.

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OnDemand Webinar Zero Trust

The Zero Trust model, based on the simple principle of “trust nobody”, defines rules which enhance the security of networks against attacks, whether they are initiated from the outside or within. However, with rise of encryption of Internet traffic, it is becoming increasingly difficult to implement the Zero Trust model in an effective way. 

This On Demand webinar discusses:

  • The Zero Trust model.
  • The role visibility plays in the implementation of Zero Trust .
  • How TLS decryption is essential for a fool proof Zero Trust strategy.

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Zero Trust Whitepaper

Modern cyberattacks are not limited to just network intrusion from the outside. Internal threat actors can often be found at the center of sophisticated attacks.

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Evolving Customer Expectations Drive Adoption Of Visual Engagement Tools

In today’s digital world, consumers conduct much of their personal lives through taps, clicks, and finger swipes. But they do not find that same freedom and ease in the agent-assisted experiences they have when doing business with brands. Instead, consumers struggle through a series of disconnected experiences and painfully long calls that leave them frustrated and less trusting of brands.

The current tools organizations are using today for visual engagement just don't cut it. Purpose-built visual engagement technology, like co-browsing and camera sharing, is expected to help remove these pain points.

Rescue by LogMeIn commissioned Forrester Consulting to survey CX professionals to dig into the issue. The bottom line: Adopting the right visual engagement technology is critical for brands focused on increasing customer trust and decreasing customer effort as their top CX goals. Learn more about what they found.

Download the full Forrester survey.

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eBook: Rescue Resolve Evolve

Millions of workers are walking around with their office, computer, filing cabinet, phone, email, working documents, and more right in the palm of their hands.

Many no longer even have a physical office to go to. They’re on the road, work remotely, and connect virtually with employers, clients, and partners who may be in a different city or country altogether.

What enabled this new work reality? Technology. For ever-growing numbers of people, whether they’re IT professionals, marketers, operations folks, salespeople, or others, tech is elemental.

And when a tech problem crops up, work comes to a stop. It’s a point of friction every worker, IT department, and enterprise has experienced—and one that nobody needs. So how does IT resolve issues quickly while evolving the business’s capacity to succeed?

This insightful guide walks you through the five foundational elements of frictionless support.

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IDC Exec Summary-Support as a Competitive Differentiator

To better understand how existing support technologies are meeting the needs of users, IDC surveyed 450 people about their support experiences and preferences at work and on their personal devices. IDC also surveyed 950 support providers for information about their support programs and the technology they use to deliver support.

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Addressing Challenges in Hybrid Cloud Security

How can you secure your apps and services without compromising your schedule? (Hint: It’s all in the automation.) Enterprises are using hybrid cloud technologies to enrich the user experience and power their digital transformation. But running applications in public clouds while managing the application data in private clouds makes for a unique set of security requirements. We discuss the challenges that DevOps teams face in hybrid environments and how those challenges can be overcome.

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Importance of Remote Support in a Shift Left World

More and more organizations are using a Shift-Left approach to support, bringing more complex work down to Level 1 and moving more repetitive work to self-service. This approach makes sense from multiple perspectives, including:

  • Controlling costs
  • Minimizing lost time
  • Improving the customer experience
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IDC Executive Summary: Support Services as a Competitive Differentiator

To better understand how existing support technologies are meeting the needs of users, IDC surveyed 450 people about their support experiences and preferences at work and on their personal devices. IDC also surveyed 950 support providers for information about their support programs and the technology they use to deliver support.

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