Blog - Page 7 of 13 - DNA IT Solutions
News

What makes a Help Desk excellent?

Posted on by Sean Lucas
A Great Help Desk DNA IT Solutions
20
Aug

When your screen is frozen, when your folder doesn’t show the files that should be there, when your PC just goes kaput!  You are about to cry or scream… wait, take a deep breath and ring the help desk.

It’s always great to have an expert to hand to solve the big (and not so big) issues that can occur day to day in your working day.  It’s important that those we rely on are fit for the job, so here is what we value when it comes to Help Desk Service.

A quick response

We want somebody that is there when we need them, at the end of a phone or a quick reply by email.  We want to be able to speak to somebody on a level that we understand that is not too technical.  We want them to get to the heart of the problem and take the stress away.   They should take the time to find out what is wrong but also get it solved quickly.   A group of technicians that are able to work on your issue, no matter who picks up the phone.  Most of all we want to feel they have a genuine want to give good customer service and get us back up and running.

Good processes

If there is a ticket system, then we want it answered efficiently.  We want knowledgeable staff that are able to access our history and records if it is an ongoing issue.   They should have good diagnosis skills to tell us how long it will take to resolve the issue.  There should be a system for escalating more complex problems up but with good communication to let us know what is happening and the time scale involved.

Escalated issues that require higher technical abilities should have their own process and group of engineers. When the service desk is closed we want to know how to contact after hours support and that should be clear, and easy to do.

Technical skills

We want to feel that they know a lot about the basic common issues and are knowledgeable about our software and hardware.  We expect them to have all necessary qualifications and training that is up to date.  Really we want them to be able to know what to do and access the vendors on our behalf if required.   They should be able to understand logs and know what they should be looking for.

Customer service

We expect the help desk to know how to communicate with us as a customer and anticipate our frustration.  They should be able to efficiently get the issue solved, knowing when to solve it now, or escalate to another engineer that needs to go onsite.   Staff that are motivated and productive will be evident during the call and throughout the experience.   Those that can communicate well and take an interest in the customer will be the shining stars of the company.

In general, the help desk staff are the ones that interact with the customer the most, that is why they are vital to the blood of the IT managed service provider.  A slip up on this desk could lead to a lost contract, so it’s important to get it right.  Well trained, experienced and happy staff that treat customers well are the best assets they could have.

The IT service desk should be there, ready to react when you need them and allowing you to get back to building your business.

News

What is Managed Print Services?

Posted on by Sean Lucas
Managed Print Services DNA IT Solutions
13
Aug

You may have heard the term ‘Managed Print Services’ and you could be curious to know how it would improve your business.

Managed Print Service is a way of gaining visibility and taking control of your printing which in turn can help you create efficiency and in turn save money.

Saving Money

Appointing a company to manage all aspects of the printing needs for your business can not only save money but can make life easier in many ways. They will start with assessing the equipment you already have to see if it can be optimised in any way.  They look at your history and your goals to create the right plan which will remove inefficient devices and replace them with ones better suited.

An experience provider will know what will suit your business based on its size and the nature of the business.  Knowing the right level and the right product for you to ensure it fits within your budget.

Networked equipment

Local printers are less efficient as they only service one user.  They are costly to use and service so a move to a networked printer that can be used by many makes sense.  This placed in a great position in the office so all can use will make it easy to access, improving workflow and result in maximising the usage of the device.

Photocopiers is another area where costs can be reduced.  Giving each employee a PIN to use the machine will make it easy to monitor use by department.  By monitoring devices, your provider can automatically order cartridges so they do not run out.  You know, it always happens at crucial times and you cannot afford any unnecessary downtime.

One vendor

Moving this onto a vendor that already looks after your IT means one less vendor to manage.  There will be cost savings due to scale and no nasty surprises as maintenance costs are all built in.   Your provider will ensure help is to hand when you need it via their helpdesk.  Any training or servicing will be done quickly.

Quality equipment will make it less likely to experience breakdowns and give top quality copies consistently.  Newer equipment will also allow remote printing for staff that want to print remotely away from the office.  The beauty of having an expert providing managed print services means that all systems are designed bespoke for your business.

Maybe it is time you considered moving to a managed print service provider to save you time and reduce the pressures on your business.

News

The Business Challenges of Moving to the Cloud

Posted on by Sean Lucas
Business Challenge of the Cloud DNA IT Solutions
07
Aug

It is estimated that over 75% of Irish businesses are deploying cloud technology, with many already planning to increase their deployment in the coming years.

Cloud computing platforms and technologies are advancing rapidly and it can be difficult to keep up to date.  Many already know about the many benefits of cloud such as scalability, cost effectiveness and added efficiency.  Add to that the many options such as public, private or hybrid cloud and there really is something to suit every business.

We look at the challenges that a business might consider when making the decision to start their journey to the cloud.

The Challenges to moving operations to the cloud:

Not knowing where to start –  It will seem like an overwhelming project at the initial stages.  In many cases this will deter some, while others might delay and miss out.  It is time to be brave and find out as much information as you can before you make any decisions.

Worrying about getting it right – It is important to ensure you are selecting the right platform.  Not all cloud is the same, public cloud may be the right place for you as a smaller business.  However, depending on your industry regulations you may require private cloud.  Getting it right for your own business needs is important.

Fear of new processes – Most of us do not like change.  Moving to cloud will create changes to the way the business will operate.  There may be difficulties getting the team on board, some will be resistant to change.  The timeline will be a concern to some and having the management confident in the decision they are making will make the transition easier.

Not having a strategy – When you know why you are making the move to the cloud and you have your objectives defined you can create a clear strategy.  Is it for better performance or reducing costs?  A significant change like this needs a clear strategy so you want to know why you are doing it in the first place.

Concerns about security – With so much ‘fake news’ regarding how safe the cloud is, it is no wonder that those not familiar with it will worry about the safety of their data.  Your cloud provider will give you all the reassurance you need.  With thousands of organisations having made this journey before you, you can have peace of mind.

The time it will take – Concerned with the amount of time this project will take?  Finding out the real facts will give you a clear timeline from planning to implementation.  Time is money and downtime is not something any business wants.   The transition should be clearly defined and measured.

While all these challenges will naturally occur to any business decision maker, they should not be concerning enough to stop considering the cloud for business.  With the right experienced partner leading the way, your journey to the cloud should be a success story.

DNA IT Solutions help businesses like yours every day of the week to transition to the cloud.  We create bespoke project plans for businesses of all sizes in many sectors.  You can speak with our team of experts for more information.

News

4 Major Information Security Threats for Business Today

Posted on by Sean Lucas
4 information security threats DNA IT Solutions
30
Jul

There are many opportunities for businesses today.  With the economy thriving and disposable incomes increasing we see success at every corner.  However, where you see opportunities you will also see threats.

There will always be the threat from a new competitor or the threat of losing a customer and these are hard to control   However, when it comes to IT Security threats there are quite a few things you can do to protect your business.

Here we look at the 4 biggest information security threats for businesses today:

Cyber Attack

Many smaller businesses will not have a formal IT expert or department and will not have the knowledge to put in place even basic internet security measures.  The cybercriminal will know this and this vulnerability leaves many Irish companies open to attack.  An easy target will be what they will look for.   The cost of an attack can not only cost a significant amount of money; in certain circumstances it could close a business down.  Having the right layers of security for your business will in many cases prevent the attack and at worst, will get you back up and running should it occur.

Data Breach

With more information being held and processed than ever before it’s no wonder that GDPR was introduced recently.   Having your company and client information secure is now not only important – it is law.  A data breach can occur during an attack but in many cases it will be simple human error by a staff member.  No matter how it occurs it can lead to issues costing time and money.  The right technology and systems in place will make this occurrence less likely to happen, giving management peace of mind day to day.

Mobile Devices

Very few employees sit at a PC from nine until five each day.  With the modern mobile office, we are often checking emails on our phone, inputting information into a tablet to transmit back to the office or even working on our laptops in hotels and airports while on the move.  Again this leads to vulnerabilities if the correct security systems are not in place.  Encryption and other forms of security measures will protect users, devices, network and data.  Allowing the team to work freely and be more effective than before.

Natural Disruption

Taking away threats from those horrible hackers, we must then consider the real world.  Natural disasters can be every bit as devastating and hard to predict for business owners.   When storms happen then power can go out.  We have no control over the weather but we can put in place systems to ensure workers can still continue and data is not lost.   When technology is not enabling you to get your work done it will be frustrating at the least and affect the overall revenue of the business at worst.

No matter what the threat to your business is, once you recognise it and put in place some plans to minimise the risk then you are doing all you can.  When it comes to IT threats you need to speak to an expert team so call us today to see how we can minimise your threats and let you raise your opportunities.

News

What is Sharepoint?

Posted on by Sean Lucas
what is sharepoint DNA IT Solutions
23
Jul

What actually is SharePoint and how can it work for your business?

That’s a question we are often asked by businesses in all sectors and of all sizes.  It’s certainly a great tool for business today and it is surprising how many people don’t know about it.

SharePoint for Business

SharePoint is a web based platform that seamlessly integrates with Office.  Essentially it is a document management and storage system that is used by thousands of businesses around the world.  It’s not a single software program but rather somewhere where several programs can run to make up a solution for business.

The beauty of SharePoint is that it can be made just for you.  It can be configured to suit smaller or larger organisations easily.  It’s built to suit the business needs of that particular organisation.

Collaboration

With SharePoint one can share files and information with others.  This makes the data easy to find and manage, saving time and headaches.  By allowing easy collaboration within the organisation it leads to efficiencies.  You can share your files wherever you might be and with the fluid way we work today that is a great benefit.

Update your files from the home office and share with others outside the organisation if you wish.  All in a secure platform that will be familiar even to those without advanced IT skills.

OneDrive

OneDrive integrates with Office and you can track the history of activities.  Again the ability to access the files securely is a great benefit.  However, by using SharePoint it allows more advanced collaboration with teams.

There are so many benefits.  Sharing information in an efficient easy to use platform will help engage the team.  Sharing resources on portals that are secure will keep management happy.  Productivity is increased as you gather and manage data and files.  Tasks are managed and data is modified.

There are lots of activities you can monitor within the platform.  Notifications and approvals, workflows, lists, library, forms and custom apps for mobile devices, the list goes on.  Deployed on the network as a collection of intranet sites, it lets each department control its own data while letting them collaborate when required.  All accessible through a url that can be accessed wherever you are with internet access.

So now you know what SharePoint is, don’t you think it is time you considered it for your business?

 

News

Why Web Security is High on the Agenda for Irish SMEs

Posted on by Sean Lucas
Web Security Fusemail DNA IT
16
Jul

The management team of any SME should understand the value of reducing the risks associated with web security.

Any negative impact on your IT security could produce significant business losses.  It may be time to look at what you are currently doing to protect your network and see what improvements need to be made.

Everybody is online now, if you are visible then you are vulnerable.  All businesses will have data, email systems and file networks that are vital to the everyday operation and therefore open to attack.  It’s not just the loss of data, but the resulting loss in reputation, damage and loss of business that will cause concern.

How vulnerable is your business?

Outdated software and systems will leave you vulnerable to attack.  There should be patch management on every piece of software on all your company computers.  In 2017 wannacry attack exploited out of date software on pcs and caused mayhem throughout the world.    This could happen to any company that is not current with their updates.

Not completing network backups regularly is another dangerous game.  If your systems just disappeared overnight how would you recover them?  If they are not backed up regularly, you may lose weeks or months’ worth of information.

Are your employees up to date with IT security protocols?  Phishing emails and other threats are sent everyday around the world.  Will they know what not to click on?  Don’t assume that they all know, a bit of education on the threats will go along way. One click can result in disaster so put another layer of security in before it can be clicked.

Web Security

Web security needs to become as important as email security and anti-virus, as all three work hand in hand to protect organisations against online threats.  With web security there would be automatically scanning for threats to help avoid disaster.  Restricting access for staff for websites that might cause issues with data loss is important.  Analysing emails that may have a risk of carrying ransomware, looking at downloadable content away from your system, just in case it is unsafe.

DNA IT Solutions offer Fusemail as part of our IT Security offering.  We like it as we can build to suit your needs.  It helps protect your organisation from web-based threats, controls internet browsing and enforces web usage policies to users.

FuseMail enables businesses around the world to communicate with confidence every day. The cloud based services provide simple, secure, and scalable solutions for email security, spam/virus filtering, archiving, encryption, web security and email hosting.

Talk to DNA IT Solutions about FuseMail and let us help protect your business from harmful risks.

 

News

Paying too much for storage?

Posted on by Sean Lucas
Paying too much for storage_ DNA IT Solutions
06
Jul

Are you old enough to remember cassette tapes in cars?  Or renting out a VHS tape from the video shop in the town?  If you are not, ask your dad!  There’s a reason the younger generation will laugh at the idea of tapes with the technology that is around today.

Tape Backup

There are still many businesses that will do a tape backup when it comes copying data. Tape backup involves copying data from a primary storage device and storing it on a cartridge.  These tapes are then placed in a safe place and can be used should there be a system failure or loss of information.  Many are done manually and can involve arranging downtime while the backup is being done.

Costs

While this might be a fine solution for smaller business, many others are moving away from tape management for a variety of reasons.  The high volume of data generated means it is becoming more cumbersome and time consuming to use this method.  The option of cloud storage is becoming more and more attractive.  This is an option which is relatively low cost and highly scalable which is a very attractive combination.  The added benefit of being easy to change to this method and integrate into the existing system is welcome.

Data Storage

Keeping data for 90 days should be the norm and anything older than this should be archived.  Using short term storage for old information is a waste of resources.  Long term archive storage is cost effective and ideal for data that has to be kept for many years such as patient data.   If you use short term storage for everything it is costing you too much money.  Cloud storage is limitless and cost effective in comparison.

Cloud object storage allows the storage of data sources such as video, audio, mri scans, xray files, all of which can be archived.   All this flexibility and endless storage options are why many organisations are making that move towards cloud storage.

IBM Cloud Object Storage is an unstructured data storage service designed for durability, resiliency and security. Get your data to the cloud faster, analyse it in place and archive it for less.  For more information on IBM Cloud you can speak with DNA IT Solutions.  As a cloud partner with IBM we can offer tailor made solutions for your business.

News

The Impact of a Security Breach

Posted on by Sean Lucas
Impact of a security breach DNA IT Solutions
01
Jul

A recent report stated that cybercrime in Ireland is double global levels.

Businesses of all sizes and in all sectors have been affected.  Looking at these trends, those cyber-attacks are only going to increase in the coming years.

Devastating Costs

Traditional crimes such as burglary or arson will have a detrimental effect on any business.  However, the costs of computer crime can be even higher and more devastating in many ways.

All size businesses must assess their risks individually.  It’s been shown that the chances of a smaller business having a breach is much greater and the likelihood of them making a full recovery is a lot less.  Why?  Because they don’t have the infrastructure in place to both protect them from attack and help them recover should such a disaster occur.

More Information

Both the attacks and risk of attack have been there for some time but there has never been so much processing and storage of information as there is today.  There is also more dependency on IT systems and therefore cyber crime has become very lucrative.  The hackers know the high impact they can create on a business.  Their knowledge is growing and the attacks are increasingly becoming more sophisticated.

It’s not just something related to the ‘computer systems going down’, it could be the business going down the drain.   An attack can mean loss of data and downtime which in turn could affect your business negatively.  Losing customers, loss of revenue and damage to reputation are all scary notions. There may be an impact on cash flow, possible fines for regulations broken and higher premiums for insurance at the least.

 

How to Protect

Having the correct processes in place to help prevent that attack is the first priority.  This will include having the right software to identify an issue and prevent it.  User training is also a key part of protecting your business, informing staff on simple safety measures they can implement.  And having a plan in place should a disaster occur so you can recover quickly from it and ensure business continuity.

You need to have a plan in place and you need expert advice for that.  Don’t leave your business open to attack, talk to the team at DNA IT Solutions to see how we can help.

News

Technology is Changing Rapidly

Posted on by Sean Lucas
Technology is changing rapidly DNA IT Solutions
25
Jun

A fine wine will improve with age, however, the same cannot be said about technology.  As your technology gets a bit older it will start to cause issues and that in turn will impact your business.

Open to attack

Old technology will be more prone to compromises.  Hackers have seen the old stuff before, so it is easy to cause some problems.  Your business then becomes an easy target and that is not what you want.

Would you drive a car without an NCT?  Would you trust one that has high mileage and had not been serviced regularly?  I didn’t think so.  So why would you trust old software and ancient hardware that may be ready to collapse.

Obviously if your IT infrastructure implodes you will have many issues such as downtime, loss of information and the costs associated with that.  One thing you may not have considered is that your risk becomes an issue to others, letting hackers in so they can distribute on your network.   Spreading viruses, malware and causing all sorts of issues directly from you to your customers.  Leaving you wide open for problems that could last the lifetime of your business.

IT Security  

Hackers and cyber-attacks have been around for a long time.  Security needs to evolve as threats become more sophisticated.   What was once the trusted way of protecting the business has become obsolete.  There is no one ‘out of the box’ solution but the combination of the right layers of security could be your saviour.

This whole area of IT is confusing and scary for many business owners so it is only right that you get to see the whole picture.  A good MSP (managed service provider) will have all the tools available to for your situation.  Taking a look at your needs, assessing your risks and discussing your future plans will all be relevant to getting the correct systems in place for you.

Future proof your business and rest easy at night knowing that your systems are being monitored and protected.  The first step is an audit of your hardware and software and then a frank discussion about your businesses future.

News

What is Blockchain?

Posted on by Sean Lucas
What is Blockchain DNA IT Solutions
18
Jun

Blockchain is another one of those terms that seems to be popping up in all sorts of conversations lately.  But do you understand what Blockchain is and how it works?   More importantly, could it be a solution for your business?

What is Blockchain?

Blockchain is a digital ledger in which transactions made in bitcoin or another cryptocurrency are recorded chronologically and publicly.  It records the history of transactions and cannot be altered.

Why do we need it?

Transactions take place every second in the world today.  All over the global there are orders, payments and account tracking every hour of every day. Often, each participant has his own ledger which is his version of the truth.   Having multiple ledgers is a recipe for error, fraud and inefficiencies. The goal is to see a transaction end-to-end and reduce those vulnerabilities for businesses and individuals.

How does Blockchain work?

So how does all this work?  The transactions are complex because each participant has his own, separate ledger.  There is always the possibility of human error or even fraud so the reliance on intermediaries for validation creates inefficiencies often.  The whole situation can result in a paper-laden process, with frequent delays and potential losses for all stakeholders.

Can Blockchain makes it better?

With Blockchain there will be one single shared ledger that is tamper evident. The transactions are all recorded in it and once that happens then transactions cannot be altered.  For further validation, all parties involved must give consensus before a new transaction is added to the network.   This will reduce paper processes, speed up transaction times and therefore increase efficiency.

How to Build a Blockchain.

When each transaction happens it is put into a block, this occurs with all transactions.  Then each block is connected to the one before and after it.  The transactions are blocked together and each block is added to the next in an irreversible chain.

The benefits of Blockchain are critical to enterprise:

Distributed: This is a record system that is accessible among all that participate on the business network.

Permissioned: As a participant each member of the network can access the information but it is not shared with others.

Secured:  Once the transaction is recorded there is a permanent record.  Nobody can delete or alter it later meaning that the information is secure.

Opportunity: Blockchain is creating extraordinary opportunities for businesses to come together in new ways.  It creates a new business model that reduces inefficiency and gives value.  It streamlines business processes and reduces risk and uncertainty.

IBM Blockchain empowers businesses to transform workflows through a highly secured, shared and replicated ledger.  A new concept available from a trusted brand that can enable organisations to engage securely.   It comes with many advantages including freeing up capital flow, lower transaction cost and speedy processes.   IBM Blockchain may be what your business is looking for.

DNA IT Solutions are one of only a handful of IBM Cloud partners in Ireland today.