Whitepaper archive

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DevOps for the Enterprise

Nearly half of enterprises have already begun adopting DevOps, and most of the remainder have plans to do so. If your organization doesn’t make the shift to DevOps, it risks being disrupted by others that achieve greater agilit...

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Data-Driven DevOps

If you’re an IT manager, you know the power of good data. It’s the lifeblood of complex systems. The question is, how deeply does your data influence your decisions? In this whitepaper, we argue that the way to establish the mo...

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6 Tips for building a thriving help center

Customers are more technically savvy than ever and have come to prefer the DIY approach to solving their issues and answering their own questions. Years of research by ICMI has confirmed that customers prefer to resolve issues ...

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Your guide to omnichannel support

Your door is always open, regardless of your business or support hours. Today’s customers ask questions at any time of the day or night and will wait for you to respond (but not for long). This poses a challenge to most busines...

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Scale your business with Self-service

The start of a new chapter of your business, whether you're moving upmarket or adding products and features, is a great time to scale your customer service operations in a smart way. We know customers prefer self-service, via a...

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Cultivating customer loyalty by supporting choice making

Every customer likes to choose from a wide array of options, right? Well, maybe not. Behavioural scientists have been researching consumer choice making for decades. And the results indicate that it isn’t quite that simple. In ...

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Top Reasons Why Customers Choose VxRail

Dell EMC VxRail™ powered by Intel® Xeon® Platinum processors is the only fully integrated, preconfigured, and tested HCI appliance jointly engineered with VMware. Powered by VMware vSAN™ and vSphere, it is the easiest and faste...

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Reducing cyber risk in the legal sector – The blurred boundaries of trust

How legal firms can adopt best practice through the adoption of security intelligence tools. This paper examines the top five use-cases for centralised monitoring within the legal sector, in order to reduce cyber risk through ...

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The Threat Lifecycle Management Framework

Prevent major data breaches by reducing time to detect and respond to threats Globally, sophisticated cyber-attacks are compromising organisations at an unprecedented rate and with devastating consequences. Modern attackers, i...

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Detecting Compromised Systems: Analysing the top eight indicators of threat traffic

Key indicators of a compromise can be found by analysing the network traffic from outbound connections—specifically, traffic coming from an endpoint on your internal network and connecting through your firewall to something on ...

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