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Category: IT Management

April 6, 2021 | by OnPage Corporation
shift left security

Shifting Security Left: Tools and Best Practices

What Is Shift Left Security? Software development pipelines typically cycle through key four processes—design, development, testing and software or update releases. Traditional pipelines perform quality and security tests only after completing the development phase.  Since there is no such thing as a perfect code, there are always issues to fix. However, if significant architectural changes … Continued

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March 4, 2021 | by Christopher Gonzalez
OnPage Customer Support

Using OnPage to Deliver Exceptional Customer Support

The OnPage Customer Support team consists of knowledgeable, friendly technicians that offer 24/7 assistance. Support recognizes the importance of client relationships and always aims to achieve maximum customer satisfaction. The OnPage incident management system is at the center of Support’s quality service delivery. OnPage triggers instant, critical mobile alerts to technicians whenever customer-initiated tickets are … Continued

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November 6, 2020 | by Ritika Bramhe
event noise reduction

Zen Your Life With IT Event Noise Reduction

IT incident responders have been inundated with alerts since the start of the COVID-19 pandemic. These engineers must dig through their messages to collect and respond to real alerts for real critical events. This process wastes time and prolongs incident response. The objective is to focus on IT event noise reduction to recognize and resolve … Continued

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August 31, 2020 | by OnPage Corporation
incident management process

Incident Management Process: 5 Steps to Effective Resolution

An incident management process is a set of procedures and actions taken to respond to and resolve critical incidents: how incidents are detected and communicated, who is responsible, what tools are used, and what steps are taken to resolve the incident.  Incident management processes are used across many industries, and incidents can include anything from … Continued

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July 23, 2020 | by Ritika Bramhe
on call scheduling

On-Call Scheduling: Building a Winning On-Call Schedule for Your Team

On-call scheduling enables 24/7/365 availability of service providers for critical issues like system downtime, technician response for critical systems, and patient care. Learn about the importance of on-call schedules for your organization and its customers, how to design an on-call schedule, and multiple ways you can build an on-call scheduling program that will improve customer … Continued

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March 24, 2020 | by Gilad Maayan
Alert overload

How to Avoid Alert Overload From EDR Solutions

In today’s chaotic digital sphere, networks are distributed across an increasingly wide range of hackable endpoints. From smartphones and tablets to Internet of Things (IoT) devices—everything gets connected to the network.  EDR technologies and practices were created for the purpose of providing active endpoint protection and defense. However, if your systems and admins are overloaded … Continued

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March 16, 2020 | by Christopher Gonzalez
Evolving IT

The Ever-Changing IT Industry

Information technology (IT) never slows to a standstill. Technological change disrupts current processes or operations, requiring organizations to make alterations to IT spending. Deviating from legacy technology to 21st century advancements isn’t an option, it’s a requirement! Through automation and powerful integrations, organizations can breathe freely.  Current State of IT: Eye-Opening Statistics Per Opsview, organizations … Continued

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February 13, 2020 | by Hannah Krichmar

Importance of After-Hour Response Teams

Exceptional customer service is key in the world of IT, where something could go wrong at any given moment. This level of support equates to business retention, client satisfaction and high success rates and profits.  In this post, I’ll introduce a hypothetical scenario, where “MSP Team A” provides 24×7 after-hours support to a valuable client. Scenario: … Continued

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January 2, 2020 | by Christopher Gonzalez
Five IT Trends to Look Forward to in 2020

Five IT Trends to Look Forward to in 2020

New Year’s Eve marks the transition into a new decade, beginning with personal resolutions and expectations for 2020. Much is the same in the IT industry, as support teams expect to adopt trending technologies to reduce their mean time to repair (MTTR) and improve incident resolution.  This post will provide an in-depth look into five … Continued

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December 26, 2019 | by Christopher Gonzalez
Gartner

Gartner Publishes New Report: Six Smart Steps to ITSM Tools

Information technology service management (ITSM) tools streamline and regulate how IT services are delivered. ITSM tools include help-desk (e.g., ConnectWise Manage and ServiceNow) and monitoring software, providing smart ticketing capabilities and live system statuses, respectively.  Unfortunately, Gartner Research reports that organizations tend to overbuy ITSM tools beyond their needs. For instance, organizations purchase unnecessary capabilities … Continued

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