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選擇 Storware Backup Appliance 的 7 大理由 強大.簡單.隨時可用。

在數據管理和保護日益重要的今天,選擇一款高效、安全且可靠的備份解決方案至關重要。Storware Backup Appliance 是一款專為公司企業設計的數據保護解決方案,提供強大且靈活的備份功能。以下是您選擇 Storware 的 7 大理由:

1. 全面的多平台支援
Storware Backup Appliance 兼容多種 IT 環境,包括 VMware、Hyper-V、OpenStack、OpenShift、Nutanix、VergeOS、KVM、Citrix 以及 AWS、Azure 和 Google Cloud 等雲端平台。其強大功能覆蓋虛擬、物理及容器化工作負載,確保從單一設備提供統一的數據保護。

2. 勒索軟件安全防護
Storware 配備最先進的安全措施,包括數據加密、不可變備份(Immutable Backup)、隔離備份(Air-Gap Backup)、存取管理、RBAC 角色存取控制及多重身份驗證(MFA),有效抵禦網絡攻擊及人為錯誤,確保關鍵數據安全無虞。

3. 快速且靈活的還原選項
Storware 提供極速還原功能,滿足不同需求,包括完整虛擬機器還原、文件還原及應用層級還原。其數據傳輸與儲存技術,讓企業能夠迅速恢復營運,減少停機時間。

4. 雲端與混合雲端兼容
Storware Backup Appliance 可無縫整合公共雲端與私人雲端環境,使企業能夠在混合雲端架構中延伸數據保護策略。此外,其高效的數據重複刪除技術(Deduplication)能有效降低雲端備份的儲存成本及頻寬需求。

5. 直覺化管理與報告功能
從初始設置到日常管理,Storware 的用戶友好儀表板可集中管理備份作業。其可自訂的報告、自動化任務排程及詳細分析功能,讓企業完全掌握備份環境的運作狀況。

6. 可擴展且未來適用
Storware Backup Appliance 具備卓越的可擴展性,能根據企業需求成長,提供具成本效益的儲存及運算升級,無需進行昂貴的大規模升級或影響現有業務運行。

7. 具競爭力的價格
Storware Backup Appliance 透明的價格政策,無隱藏費用或儲存限制,幫助企業最大化投資回報(ROI)。企業可預測成本,並享受企業級功能與支援,確保價值與預算的完美平衡。

立即行動,選擇全球最具靈活性的備份設備!

Storware Backup Appliance 預先配置,可快速部署,讓您在數分鐘內啟動運行,無需繁複設置,並提供多種便利的支援選項,以滿足您的業務需求。

關於 Storware

Storware 是一家專注於備份軟件的企業,擁有超過十年的行業經驗。Storware 的備份與還原解決方案適用於各種數據環境,無論是虛擬機、容器、儲存提供商、Microsoft 365 還是運行在本地或雲端的應用程式,均能提供支援。其小巧的設計使其能夠無縫整合進現有的 IT 基礎設施或企業級備份方案中,提供極為便捷的備份保護。

關於Version 2

Version 2 Digital 是立足亞洲的增值代理商及IT開發者。公司在網絡安全、雲端、數據保護、終端設備、基礎設施、系統監控、存儲、網絡管理、商業生產力和通信產品等各個領域代理發展各種 IT 產品。透過公司龐大的網絡、通路、銷售點、分銷商及合作夥伴,Version 2 提供廣被市場讚賞的產品及服務。Version 2 的銷售網絡包括台灣、香港、澳門、中國大陸、新加坡、馬來西亞等各亞太地區,客戶來自各行各業,包括全球 1000 大跨國企業、上市公司、公用事業、醫療、金融、教育機構、政府部門、無數成功的中小企及來自亞洲各城市的消費市場客戶。

What is a data breach, and how does it happen?

What is a data breach, and how does it happen?

Data breaches are one of the most common cybersecurity threats that businesses and individuals have to face. What may seem like a small data leak can result in huge financial loss and reputational damage. So, what is a data breach, how does it happen, and how can you safeguard your data?

What is a data breach?

A data breach occurs when unauthorized people gain access to personal, classified, or otherwise protected information. Data breaches can be unintentional (for example, resulting from a company file sent to the wrong person) or malicious (caused by phishing emails, hacker attacks, or malware infections).

More often than not, businesses and individuals suffer malicious data breaches. Since data can hold significant value, it’s natural that cybercriminals try to steal it and make a profit from it either by selling the obtained information on the dark web or ransoming it for huge sums.

How do data breaches happen?

Typical data breaches involve specific steps, such as reconnaissance, gaining access, extracting data, and covering the hackers’ tracks. In certain cases, cybercriminals can also use privilege escalation or lateral movement.

Here’s how malicious actors breach systems to steal data:

  • Step 1 – Reconnaissance. Before launching an attack (be it phishing, malware, session hijacking, or brute force attacks), cybercriminals will scout the system for potential attack vectors and system vulnerabilities. Once they gather the information they need, the cyberattack is ready to go.
  • Step 2 – Gaining access. This one is also known as the initial compromise. During this process, hackers use their preferred attack method to gain unauthorized access to the system and its data.
  • Step 3 – Privilege escalation. Once they breach the system, malicious hackers may need higher clearance, such as admin rights, to bypass restrictions and access more sensitive data. To do so, hackers exploit system vulnerabilities until they get admin-level access, which strengthens their control over the compromised system.
  • Step 4 – Lateral movement. When hackers gain enough power over the system’s controls, they can use them to move laterally across the network. That means malicious actors have open access to all or most system files, most significantly those that include sensitive information.
  • Step 5 – Data exfiltration. Once the bad guys are completely set in the breached system, they begin exfiltrating the “good stuff.” Using extraction tools, hackers steal personal information, business secrets, and classified documents in seconds, sometimes before system owners can even notice anything.
  • Step 6 – Covering tracks. After completing their task, the hackers will try to cover up any trace of their presence. This usually means deleting activity logs or disabling security systems so that the system owners and security do not pick up any leftovers, unusual files, or suspicious activities.

The steps above describe a perfect data breach, during which the system operators are unaware of being attacked. Depending on the type of attack, the system security, or the vigilance of its owners, data breaches can be spotted early or even during the attack, forcing malicious actors to adjust their methods.

What are the main causes of data breaches?

Poor cybersecurity practices, such as weak passwords or unpatched vulnerabilities, are usually the main causes of data breaches. Cybersecurity experts also note that human error is among the most common causes of this issue and add misconfigured systems and physical credential theft (or loss) to the list of contributing factors.

Hackers target both small and large businesses for two different reasons. Small businesses often lack robust cybersecurity practices, making them easy targets. Meanwhile, large companies often present a challenge that can motivate hackers to breach the system and humiliate the company publicly, resulting in financial and reputational damage. Some hackers may also breach systems to commit espionage or even shine a light on a specific political or social cause (a process also known as hacktivism).

Based on these simple principles, malicious actors can exploit different vulnerabilities. For example, small businesses often suffer phishing and other social engineering attacks. Big businesses aren’t immune to phishing either, due to the larger number of employees and extensive communication channels. However, they’re also more likely to experience brute force attacks, which can breach the company’s cybersecurity and result in data theft.

Businesses may also face different types of data breaches caused by insider threats (employees who willingly help hackers get inside), malware, unpatched system vulnerabilities, or even lost or stolen company devices. This is why companies invest in cybersecurity measures, such as password managers, two-factor authorization (2FA), and skilled cybersecurity personnel. However, it’s equally important to train all employees to help them understand their role in maintaining cybersecurity in the workplace.

What methods are used in data breaches?

As mentioned, hackers can use numerous methods to breach the systems and steal data. From malware to third-party software, here are the main ways in which malicious actors may launch a data breach attack:

Malware

Hackers use malware to slip into the system undetected. Files with spyware or ransomware, trojans, and infostealers are among the most common types of malware that can open doors for hackers to access your system, potentially gain admin-level privileges, and steal sensitive data.

Malware can infect your system through various methods, including phishing links, infected USBs, and unsafe websites. Therefore, employee vigilance is essential in preventing this type of cyberthreat.

Social engineering

Social engineering refers to attacks that involve direct contact between the hacker and the system user. Malicious actors create believable scenarios and try to lure users into providing sensitive information, using methods such as phishing.

Whaling is another great example of a social engineering attack. This method is used to target big companies and works similarly to phishing. During whaling attacks, hackers send emails to high-level employees (executives, CEOs, and CFOs), pretending to be representatives of reputable companies, such as law firms. In those emails, the hackers may urge their victims to wire money, share the company’s secrets, click on suspicious links, or download unknown files.

Phishing

Phishing is a social engineering cyberattack that exploits users by baiting them to click on links or files that contain viruses, spyware, and other malware. Hackers usually attempt phishing through email and contact employees with messages that create a sense of fear or urgency and encourage quick response. For example, phishers may target employees by pretending to be representatives of legitimate organizations, and prompting the users to take immediate action based on the content of the email.

If an employee takes the bait, they may click on the link which typically hosts some kind of malware, potentially opening the doors for cybercriminals to breach the system. The landing pages of some phishing links may also replicate known user interfaces, such as system login windows, and scan everything the user types (including username and password), further exposing the system to the threat.

Human error

No matter how hard people try, sometimes accidents happen. A lost keycard, a typo in the email address field, or a lost work laptop can cause a data breach if they fall into the hands of malicious actors. If something like that happens, it’s important to report the issue without ignoring it and be vigilant of potential breaches or attacks. Offering support to the person who made a mistake is also a good practice for maintaining loyalty among employees.

Insider threats

In some cases, hackers can initiate a data breach with assistance from someone inside the organization. According to the experts, this issue has become so prevalent that it now ranks among the top cybersecurity risks for large businesses. To prevent insider threats, you can limit access to sensitive information or invest in a better workplace environment (people are less likely to turn against the company when they actually like working there, right?).

Supply chain attacks

Supply chain attacks occur when hackers target part of a company’s supply chain software. In simple terms, it’s a type of cyberattack that targets service providers, vendors, and third-party apps on which the company relies. Some businesses may need to share access rights or sensitive information when using third-party services. Therefore, a successful supply chain attack can expose your company’s system even if it wasn’t attacked directly.

Unpatched vulnerabilities

As soon as companies develop new strategies to safeguard their data, malicious actors come up with new ways to overcome them. System security gets obsolete fast, exposing businesses to cyberattacks. Overdue updates and unpatched vulnerabilities invite hackers to breach your networks and steal sensitive data. To avoid such problems, companies should install system updates as soon as they launch while constantly monitoring and patching additional system vulnerabilities.

Weak or stolen credentials

Weak passwords are one of the most common causes of data breaches. Far too often, people believe their passwords are strong enough, while a hacker with a capable toolset can crack them in mere seconds. Safeguarding against this vulnerability requires businesses to introduce 2FA and educate employees on password security. Using additional tools such as password managers can also be a huge benefit.

Cloud misconfigurations

While cloud storage is a convenient choice for data storage, poorly configured cloud servers can turn that comfort into a headache in just a few seconds. Insufficient user restrictions, lack of encryption, or disabled logging and monitoring can allow malicious actors to jump into your cloud server and peek at all the sensitive data you might be hiding there.

Third-party access

Third-party access vulnerabilities can allow cybercriminals to steal your business data even without directly attacking your company. Hackers may target a third-party service provider to hijack communications, gain access to specific files shared between your company and the third-party service provider, or learn about potential vulnerabilities.

Safeguarding against this risk is difficult but not impossible. Before entrusting your company’s data to a third-party service provider, make sure that the provider has an impeccable cybersecurity record. Even then, set up separate accounts for communication and use proper information segmentation. In addition, look for ways to safeguard your system in case of a third-party attack.

What are the targets of data breaches?

Data breaches, as the name suggests, mainly target data. Depending on the service the business provides, we can divide that data into more specific types.

  • Personal data. Includes names, surnames, addresses, phone numbers, Social Security numbers, and birth dates. Malicious actors may use stolen personal data to commit identity theft or sell it on the dark web.
  • Financial data. This data type includes credit card numbers, bank account details, and payment information. With this data, hackers can try to carry out fraudulent transactions or drain bank accounts.
  • Login credentials. If the system collects usernames, passwords, or answers to security questions, the data breach will expose them to malicious actors. Needless to say, login credential leaks can pose a huge risk of identity theft and loss of account access (for example, when hackers use the victim’s login details to change the account’s password).
  • Intellectual property. Patents, trade secrets, and research data can harm businesses and cause significant financial damage when in the hands of hackers. Malicious actors may demand ransom for stolen data or try to sell it on the dark web, making a company’s hard work go to waste.
  • Customer and client data. Businesses often collect various types of customer data including, but not limited to, personal and financial information. Suffering a data breach that leaks client data is a huge financial, reputational, and potentially legal blow. Customer data is often the most sought-after target for malicious actors because it causes the most damage, hurting the business and creating thousands of potential new victims.
  • Government data. Some companies may work closely with the government as service contractors. That could mean exchanging sensitive information such as strategic documents, personal data of government employees, or even classified information. Exposing such data to hackers could, at the very least, cause a scandal, let alone destroy careers, or even worse — put someone’s life in danger.

 

What are the consequences of data breaches?

The consequences of data breaches vary depending on the type and amount of stolen data, the size and reputation of the company, and sometimes even the hacker’s “goodwill.” Based on these (and many more) factors, the consequences of a data breach can range from small financial losses to massive reputational damage, compliance regulation breaches, lawsuits, loss of certificates, and even official government hearings.

Typically, after stealing sensitive data, malicious hackers can either use it to further their scams (for example, using stolen client data to launch phishing attacks and steal identities), sell the data on the dark web, or contact the owners of the breached system to demand ransom for the stolen data. If the company has a strong presence in the market or is one of its leaders, the hackers may leak the data for free to cause reputational (and, therefore, financial) damage.

Real-life examples of data breaches

Examples of real-life data breaches prove that even well-known companies, such as Equifax and Yahoo, cannot feel safe from potential cyberattacks. Here are a few high-profile data breach cases:

  • MGM resorts data breach (2023). In early 2023, MGM Resorts suffered a major data breach after a cyberattack that appeared to target its internal systems, causing severe disruptions. A result of a ransomware attack, the breach granted hackers access to sensitive information, including guest data and internal systems. The breach resulted in complete system shutdown along with reputational damage and significant financial loss.
  • Snowflake data breach (2023). Snowflake, a business cloud data platform, suffered a data breach when hackers found a possible entry point through a third-party provider. The supply-chain attack exposed sensitive data stored on Snowflake’s platform, including financial information and business intelligence. This caused a series of security incidents including breaches at other Snowflake-associated companies (such as AT&T and Santander Bank). While the company took swift action and worked with security experts to address vulnerabilities, the snowball of breaches that rolled over Snowflake’s customers resulted in a significant reputational damage.
  • MOVEit Transfer data breach (2023). Progress Software’s MOVEit Transfer, a secure file transfer software, was exploited by a zero-day vulnerability, just last year. The breach affected thousands of organizations worldwide, with hackers gaining access to personal, financial, and healthcare information. The company sustained increased scrutiny and hefty financial consequences.

How can businesses prevent data breaches?

For businesses, data breach prevention requires substantial financial and human resources. Here are some tips on how to safeguard your business against data breaches:

  • Implement two-factor authentication. Safeguarding systems with 2FA provides an additional layer of security and helps detect suspicious or unauthorized access requests more quickly.
  • Encrypt sensitive data. Investing resources in strong encryption can improve your business cybersecurity and increase the safety of sensitive information. While you can use file encryption tools, a VPN such as NordVPN can offer additional benefits (for example, Threat Protection Pro™ features).
  • Build a strong cybersecurity team. Large companies should invest in seasoned cybersecurity specialists. They will help you better prepare for potential cyber threats and strengthen the overall safety of the company’s sensitive data (for example, through educating your employees).
  • Update and patch software regularly. System updates often include new security patches, so it’s crucial to install them as soon as possible to keep your systems up to date.
  • Carry out security audits and employee training. As the old saying goes, “practice makes perfect.” Run regular security audits and employee training sessions to strengthen the company’s cybersecurity and ability to respond to a potential data breach.
  • Create backups and data recovery plans. Data diversification can be a smart strategy. Make sure to create backups for sensitive information and draw up strategies to recover lost data. While this may not protect against a potential data breach, it’ll help mitigate the damage (for example, by avoiding paying a ransom) after a potential cyberattack.
  • Use NordStellar. From the minds behind NordVPN, the latest addition to the Nord family, NordStellar helps businesses identify potential exposures and compromised customer or employee credentials before hackers can take action. It’s a useful tool that aids businesses in data breach monitoring, identifying potential risks, and tracking mentions of your company in cybercrime communities.

What to do if your business suffers a data breach

If the business has suffered a data breach, it’s critical to act fast. First, contain the breach by isolating all affected systems and assessing the damage and the compromised data. Then, start patching vulnerabilities, fixing security gaps, and notifying affected customers and stakeholders. Some laws may also require reporting the data breach to law enforcement (for example, under the GDPR, organizations have 72 hours to report a breach to the relevant data protection authority).

Finally, continue to monitor your systems and review the security policies. The backlash and repercussions may continue for some time. However, while going through the process, it’s important to start upgrading and patching your cybersecurity weaknesses to avoid future cyberattacks.

 

FAQ

What is the average cost of a data breach?

While it’s hard to define a specific figure, the average cost of a data breach usually involves millions of dollars. Some experts indicate that the average cost per lost or stolen record containing sensitive information could be approximately $165, while healthcare records may reach $429 per record. According to IBM’s 2023 Cost of a Data Breach report, the average data breach exposes about 25,000 records. Based on these numbers an average data breach can cost from $4 million to $10 million and more.

How to detect a data breach?

To detect a data breach, check your system activity logs and file directories for suspicious activity. Data breaches usually include connections from unknown devices, changes in file locations or sizes, and unusual data transfers. So if you notice any unauthorized or dubious changes in your system, start investigating. Additionally, use automated security tools, such as NordStellar, and regularly conduct security audits to enhance threat detection capabilities.

How should business report a data breach?

Reporting a data breach may look different depending on where the business operates. For example, in the EU, you must report a breach to your local data protection authority (DPA) within 72 hours of its discovery. In the US, however, most states obligate businesses to notify their Attorney General’s office or consumer protection agencies of any breaches. The requirements vary by state, and the timelines may be shorter than those mandated by federal law.

It’s also critical to inform the company’s customers by sending emails or text messages describing the situation and the steps that will be followed to mitigate the damage.

About NordStellar

NordStellar is a threat exposure management platform that enables enterprises to detect and respond to network threats before they escalate. As a platform and API provider, NordStellar can provide insight into threat actors’ activities and their handling of compromised data. Designed by Nord Security, the company renowned for its globally acclaimed digital privacy tool NordVPN.

About Version 2 Digital

Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

Evolution of Enterprise Service Management

Enterprise Service Management (ESM) can be defined as the use of ITSM capabilities by business functions that are not IT, with the aim of improving operational performance, services, experiences, and outcomes.

In fact, ESM is transforming the business operations landscape by extending the principles of IT Service Management (ITSM) to various organizational functions.

In an ever-changing business context, ESM plays a crucial role in increasing operational efficiency, driving innovation, and improving customer experiences.

In this article, we chose to talk about ESM from a historical perspective, focusing on its evolutionary trajectory, particularly highlighting the role of advanced technologies such as artificial intelligence and automation, and the IT trends that are shaping the enterprise services landscape.

Definition and Scope of Enterprise Service Management (ESM)

Enterprise Service Management refers to the application of ITSM principles and practices to an organization’s non-IT services. It involves managing tasks, workflows, and processes across different departments to ensure consistent and efficient service delivery.

ESM eliminates information silos and promotes cross-departmental collaboration, helps improve operational efficiency, and enhances the overall experience of employees and customers. It also allows for a more agile response to market changes, better resource allocation, and informed decision-making processes.

The approach to business service management has undoubtedly evolved, and while it is not incorrect to use ITSM tools for ESM purposes, it is now established that not all ITSM tools can be used for ESM. Let’s explain this further.

The Evolution of ESM: From Adaptation to Full Integration

Up to fifteen years ago, ITSM tools were largely forcibly adapted to automate the workflows of other departments. Today, ESM involves the integration – and no longer mere expansion – of specific IT capabilities into other business functions.

In other words, what started as the sharing of ITSM tool capabilities to improve business functions (e.g., human resources and facility management) has become a true platform for the digital transformation of the entire organization.

The roots of ESM can be traced back to the adoption of ITSM best practices developed within the ITIL (Information Technology Infrastructure Library) framework, which allowed (and allows) for the structured and efficient management of IT services. As companies recognized its benefits, they began progressively applying those same best practices, initially focused on IT services, to other areas of the organization.

Drivers of ESM Evolution

The evolution of ESM is driven by several factors: the increasing complexity of business operations, the need for a consistent service delivery model, and the desire to improve customer and employee experiences.

Overall, the constant search for new ways to standardize processes, reduce costs, and improve service quality across all functions has led to the broader adoption of ESM principles.

Organizational Needs and Market Trends

As companies grow and diversify, the need for a unified approach to service management increases. Market trends such as globalization, digital transformation, and rising customer expectations have further accelerated ESM adoption.

In this context, the impact of the COVID-19 pandemic on service management cannot be underestimated. The widespread digitization of outdated business practices in both front-office and back-office operations became necessary to address the needs of a distributed and remote workforce.

During that historical moment, enterprise service management tools (or platforms) contributed to maintaining operational continuity, further advancing companies in their digital enablement journey.

Technological Advancements: Artificial Intelligence and Automation

Technological development has significantly influenced the evolution of ESM. Advances in cloud computing, data analytics, and mobile technologies have provided new possibilities for implementing ESM solutions, offering organizations more powerful tools to streamline workflows, automate processes, and improve service delivery.

A major chapter still to be written is the integration of artificial intelligence and automation in enterprise service management.

Artificial intelligence applications can now analyze vast amounts of data at previously unimaginable speeds, identify patterns, and provide insights for proactive management. Chatbots and virtual assistants can handle routine requests, providing immediate and effectively resolving responses. AI-based automation helps streamline repetitive tasks, freeing up human resources for more strategic activities. It simplifies service delivery and reduces the likelihood of human error. By automating routine processes, organizations can ensure that services are delivered remotely, consistently, and in compliance with defined standards. Support agents gain a comprehensive end-to-end view of all IT services, from infrastructure to endpoints, and can proactively resolve issues before they impact the business.

Why Invest in Enterprise Service Management Solutions: Benefits and Use Cases

Providing a unified service experience, ESM improves overall service quality and promotes loyalty: it optimizes operational efficiency, significantly reduces operating costs, and generates a substantial return on investment.

Let’s delve into the benefits of ESM.

ESM Helps Optimize Operational Efficiency

Enterprise Service Management improves operational efficiency by standardizing processes across various business functions. This standardization minimizes inconsistencies and redundancies, allowing for a smoother workflow.

By integrating different departments into a unified system, ESM improves resource allocation, ensuring that personnel, tools, and data are used optimally.

Employees can access the necessary resources and information more efficiently, resulting in faster response times and better service quality. Consequently, organizations can rely on a more agile and flexible operating model, capable of adapting to market changes and customer needs.

ESM Significantly Reduces Operating Costs

By automating routine activities and simplifying processes, ESM allows organizations to consolidate their service management efforts into a single centralized platform. This consolidation eliminates the need for multiple tools and systems, reducing expenses related to the purchase, licensing, and maintenance of various software solutions.

Additionally, the efficiency gained through automation and streamlined workflows minimizes manual labor, reducing labor costs and freeing employees to focus on higher-value activities. This approach results in an overall reduction in total costs.

ESM Generates Significant Return on Investment

Enterprise Service Management can produce a significant return on investment (ROI) by improving various aspects of organizational performance.

Better service delivery increases user satisfaction. This increased satisfaction often translates into higher revenues and market share. By carefully analyzing the ROI of ESM initiatives, organizations can demonstrate the value of investments made, providing objective evidence of cost savings and revenue gains achieved. This analysis not only justifies the initial investment in ESM but also informs strategic planning, ensuring continuous added value and alignment with business goals.

As ESM evolves to support the activities of numerous business functions, the possible use cases are ever-increasing.

Use Cases

ESM can be used to support the activities of numerous business functions, from HR to marketing, facilities to finance. It can prove valuable for responding to infrastructure and facility management requests and enhancing employee onboarding processes.

An ESM software can also make training materials immediately accessible to employees, allowing them to use them in a self-service mode through a dedicated portal. It can also facilitate ticket creation so that the team easily finds what it needs and processes information without losing track of the request.

Challenges to ESM Implementation 

Resistance to change is a common challenge in the adoption of ESM. Employees and departments may be reluctant to adopt new processes and technologies, fearing disruption to established workflows. 

The implementation of ESM also requires integration efforts that can be technically and economically demanding. Compatibility issues, data integration, and the need for specialized skills can be obstacles. 

Regarding the adoption of AI-enabled features, a 2023 ITSM.tools survey showed that organizations face: 

  • Shortage of qualified staff – 57% 
  • Competition for resource prioritization – 44% 
  • Legacy IT issues – 43% 
  • Employee resistance to change – 40% 

The 2024 data from ITSM.tools shows that while 36% of IT respondents already use enterprise AI features, 66% use free AI tools like ChatGPT. Although these tools can increase productivity, there are concrete risks related to privacy, copyright protection, and the likelihood of spreading incomplete, misleading, or even false content. 

Future Trends in ESM 

Emerging technologies such as the Internet of Things (IoT), blockchain, and artificial intelligence (AI) are transforming Enterprise Service Management (ESM), improving service delivery, security, and operational efficiency. 

For example, IoT allows companies to monitor and manage physical assets in real-time, such as tracking equipment maintenance needs. Blockchain ensures secure and transparent transactions, useful for processes like verifying financial records. 

AI improves decision-making and automates tasks, such as using chatbots for customer support or predictive analytics to anticipate potential service issues. 

Solutions for Managing the Evolution of Enterprise Service Management 

Effective change management strategies are essential to overcoming potential resistance from employees and stakeholders and ensuring the successful implementation of ESM solutions. Actions aimed at engaging teams and stakeholders, providing adequate training, and clearly communicating the benefits of a conscious and committed adoption of the new software should be planned. 

To address technological challenges, organizations should invest in advanced tools and technologies that facilitate seamless integration and automation. 

Choosing scalable, flexible, and intuitive ESM solutions can help foster growth without being overwhelmed by changes. Opting for a comprehensive platform then greatly simplifies business support. Self-service solutions, virtual agents, and intelligent knowledge bases, all supported by a powerful request management system, make service delivery to employees smoother and frictionless.

Future of Work and ESM: Remote Work and Hybrid Models 

With the spread of remote work, enterprise service management systems will play an increasingly crucial role in ensuring that employees, wherever they are, have access to tools and information, from digital tools provision to virtual assistance and flexible service delivery options. 

The shift to remote and hybrid work models requires organizations to rethink their service management strategies. 

For this reason, equipping themselves with a fully integrated ESM platform with the ITIL lifecycle appears to be the best choice, as it allows supporting a multitude of ITIL processes and intervening to resolve incidents and manage assets, configuration items, capacity, and availability. 

The Evolution of Enterprise Service Management Continues 

Enterprise service management is a constantly evolving operational concept that leverages changes in the technological landscape to find effective responses to business needs. From its roots in ITSM to its current form, ESM has evolved to encompass a wide range of services and functions within the company. 

The evolution of ESM is driven by technological advancements, organizational needs, and market trends. The integration of artificial intelligence and automation has further enhanced its capabilities. 

By focusing on change management and leveraging advanced tools, organizations can overcome obstacles to ESM adoption and achieve their strategic goals. 

FAQS 

  • What is Enterprise Service Management (ESM)? ESM applies IT Service Management (ITSM) principles to all business services to improve efficiency and customer experience. 
  • What are the benefits of ESM for businesses? ESM improves service quality, optimizes operational efficiency, and reduces operating costs through process automation and standardization. 
  • What technologies are transforming ESM? Technologies such as the Internet of Things (IoT), blockchain, and artificial intelligence (AI) are improving security, efficiency, and innovation in business services. 
  • How can ESM support remote work? ESM facilitates access to business services, tools, and virtual assistance, wherever employees are located. 
  • What are the main challenges in implementing ESM? The main challenges include resistance to change, technological integration difficulties, and the need for specialized skills.

About EasyVista  
EasyVista is a leading IT software provider delivering comprehensive IT solutions, including service management, remote support, IT monitoring, and self-healing technologies. We empower companies to embrace a customer-focused, proactive, and predictive approach to IT service, support, and operations. EasyVista is dedicated to understanding and exceeding customer expectations, ensuring seamless and superior IT experiences. Today, EasyVista supports over 3,000 companies worldwide in accelerating digital transformation, enhancing employee productivity, reducing operating costs, and boosting satisfaction for both employees and customers across various industries, including financial services, healthcare, education, and manufacturing.

About Version 2 Digital

Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

What is Digital Experience Monitoring (DEM)?

 

Digital Experience Monitoring (DEM) is an IT operations management approach that focuses on monitoring and optimizing the user experience of applications and services. By using tools and technologies, DEM evaluates metrics collected from various digital touchpoints that users interact with. 

Monitoring the digital experience allows organizations to detect and address issues before they negatively impact the user. It provides insights that enable organizations to understand the meaning of digital interactions and the complexity of user journeys. 

Companies use DEM tools to monitor the performance of applications and infrastructures, both individually and as part of the broader digital ecosystem (including cloud services and external APIs). 

By analyzing collected data, organizations can identify trends, anticipate problems, and make informed decisions to improve the overall digital experience

 

Why is DEM important for IT operations? 

Digital experience monitoring is essential because it enables organizations to adopt and enhance the user’s perspective on the performance of digital services. DEM allows a deeper understanding of how users interact with different touchpoints and the complexity of their journeys within IT platforms. 

As a result, DEM plays a crucial role in helping IT teams proactively monitor and manage the digital experience. By leveraging real-time data, IT teams can detect issues early, minimize downtime, and ensure optimal performance across all digital platforms. 

Adopting Digital Experience Monitoring has become increasingly important, as it’s not merely a set of technical requirements but a business necessity. Poor user experiences can lead to reduced productivity, higher support costs, and ultimately, customer loss. 

With a DEM approach, organizations can dynamically align IT operations with user needs and ensure that digital services effectively contribute to business goals. 

 

Key Components of a Digital Experience Monitoring System 

Whether it’s a customer using a web application or an employee accessing business software, the digital experience has a direct impact on overall satisfaction and productivity. As digital transformation evolves, users have growing expectations for seamless, always-on IT services. 

A DEM system that effectively improves the digital experience must include key components designed to monitor, analyze, and enhance IT operations from various angles: 

  • User experience metrics: DEM measures aspects like page load times, interaction speed, and application responsiveness. These metrics give IT teams a clear understanding of how users perceive their interaction with the application, enabling targeted improvements.
  • Application performance monitoring (APM): APM tools focus on backend application performance. By monitoring server response times, database queries, and other performance indicators, IT teams can identify bottlenecks and take prompt action.
  • Real-time analytics: DEM systems collect real-time data from actual usage and simulated user interactions to identify potential problems before they cause serious issues. This allows IT teams to find specific solutions before they impact users, reducing downtime and improving operational efficiency. 

 

Combining user experience metrics, performance monitoring, and real-time analytics enables IT teams to proactively address potential issues, improve performance, and ultimately deliver a high-quality digital experience to meet growing user expectations. 

By integrating these components, a DEM system not only monitors digital interactions but also provides actionable insights for continuous improvement. 

A robust DEM solution is crucial for maintaining a competitive edge and ensuring that both customers and employees enjoy uninterrupted, seamless access to the services they rely on daily. 

 

Benefits and Challenges of Digital Experience Monitoring 

According to Gartner, by 2027, the percentage of organizations implementing DEM will rise from 60% to 90%. More and more companies will use monitoring tools to enhance user journeys and better understand how users interact with applications and SaaS services. 

This data reflects the growing adoption of DEM, and the reason is simple: the benefits, as we’ll see, are highly significant. However, we can’t overlook the challenges organizations face in adopting a digital experience monitoring approach. 

 

The Benefits 
 

A Digital Experience Monitoring system improves operational efficiency by reducing downtime, simplifying problem resolution, and providing valuable insights into application performance across platforms. Below are the key benefits: 

  • Proactive problem prevention: DEM systems simulate user interactions and help detect and resolve performance issues before they affect real users. This proactive approach reduces downtime and increases user satisfaction.
  • Improved user experience: Constantly monitoring application performance ensures that services are available and function optimally across various devices.
  • Support for diverse environments: Modern IT infrastructures consist of complex ecosystems with different architectures and platforms. DEM systems can monitor applications in multi-cloud, hybrid, or on-premise environments, offering flexibility and visibility throughout the system.
  • Reduced maintenance effort: DEM tools automatically adapt to application changes, reducing the need for manual updates and minimizing maintenance efforts.
  • Increased operational efficiency: Early problem detection allows IT teams to act quickly, minimizing downtime and speeding up issue resolution.
  • Immediate insights: Real-time analysis from simulated transactions provides actionable insights, enabling quick changes to ensure optimal performance.
  • Reduced downtime for users: Immediate visibility into problems allows IT teams to resolve them before they significantly impact users, ensuring business continuity.
  • Better root cause analysis: DEM systems gather detailed user data and combine it with contextual information to accurately diagnose the root cause of issues, enabling faster and more precise resolutions.
  • Improved user satisfaction: By quickly identifying and resolving specific user issues, DEM reduces user frustration, creating a more satisfying digital experience.
  • Simplified IT support: DEM tools seamlessly integrate with IT service management (ITSM) platforms, enabling support teams to act on real user data and find effective solutions faster. 

 

The Challenges 
 

Implementing a Digital Experience Monitoring solution often encounters obstacles that must be carefully managed to maximize the effectiveness of DEM solutions. 

  • Navigating complex digital ecosystems: Monitoring diverse environments, spanning multiple platforms, devices, and networks, adds complexity and makes it harder to maintain complete visibility of the entire digital ecosystem. DEM tools must be flexible enough to provide broad coverage.
  • Managing data and ensuring accuracy: Collecting comprehensive and accurate data can be challenging and inefficient, particularly when dealing with large volumes of information. Properly configuring DEM systems to filter out unnecessary data and focus on relevant information is crucial to avoid misinterpretations that could lead to costly decisions.
  • Seamless integration with existing IT infrastructure: Integrating DEM tools with current IT systems without causing disruptions requires careful coordination and a planned approach. Organizations must rely on a specialized team to ensure the transition is smooth and doesn’t interfere with daily operations.
  • Unifying different DEM technologies: The wide range of DEM technologies, from real user monitoring (RUM) to synthetic transaction monitoring to endpoint monitoring, can be difficult to unify. Organizations need to combine these tools into a single system to get a complete view of the digital experience.
  • Managing real-time monitoring without overload: While real-time monitoring is essential for quickly identifying problems, it can lead to an excessive number of alerts and overwhelm operators. Maintaining a balance between rapid response and effective resource management is crucial.
  • Balancing privacy with information provision: With the rise of data privacy laws, organizations must ensure their DEM practices comply with regulations while continuing to gather valuable information. Respecting privacy rules must go hand in hand with efforts to optimize the collection of actionable and relevant insights. 

 

Conclusion: The Role of AI in Enhancing Digital Experience Monitoring 

The future of digital experience monitoring will be significantly shaped by advances in artificial intelligence (AI) and machine learning (ML). 

AI-powered DEM systems can automatically analyze vast amounts of data, detect patterns, and predict potential problems with greater accuracy. Machine learning algorithms can improve anomaly detection and recommend proactive measures to optimize user experiences without requiring constant manual intervention. 

As organizations continue to prioritize digital experiences, AI-based DEM will play a critical role in delivering high-quality services, increasing user satisfaction, and improving operational efficiency. In an increasingly digital world, DEM is no longer a luxury but a strategic asset that helps businesses stay competitive. 

 

FAQs 

What is Digital Experience Monitoring (DEM)? 
Digital Experience Monitoring (DEM) is an approach that monitors and optimizes the user experience of digital applications and services. Using advanced tools, DEM collects and analyzes data from digital touchpoints to detect and resolve issues, improving operational efficiency and user satisfaction.

Why is DEM important for IT operations? 
DEM is essential for IT operations as it provides a clear view of how users perceive digital performance. It helps IT teams detect problems early, reducing downtime, and ensuring optimal performance across all platforms, thus improving productivity and the user experience. 

What are the main benefits of a DEM system?
A DEM system offers benefits such as proactive problem prevention, a better user experience across devices, support for complex IT environments, reduced downtime, and greater operational efficiency. It also provides detailed root cause analysis and facilitates integration with IT management platforms. 

About EasyVista  
EasyVista is a leading IT software provider delivering comprehensive IT solutions, including service management, remote support, IT monitoring, and self-healing technologies. We empower companies to embrace a customer-focused, proactive, and predictive approach to IT service, support, and operations. EasyVista is dedicated to understanding and exceeding customer expectations, ensuring seamless and superior IT experiences. Today, EasyVista supports over 3,000 companies worldwide in accelerating digital transformation, enhancing employee productivity, reducing operating costs, and boosting satisfaction for both employees and customers across various industries, including financial services, healthcare, education, and manufacturing.

About Version 2 Digital

Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

NordStellar’s attack surface management: Spot vulnerabilities before attackers do

Attack surface management reduces cyber risks

Summary: NordStellar’s attack surface management (ASM) feature provides continuous visibility and assessment of your organization’s external attack surface.

We’re excited to introduce NordStellar’s latest feature – attack surface management (ASM) – designed to provide continuous visibility and assessment of your organization’s external attack surface.

“By introducing ASM, we aim to help improve our clients’ overall security posture, ensuring that their security teams are equipped with insights needed to effectively manage their attack surface, minimize exposure to external threats, and meet regulatory requirements for vulnerability assessments,” says Vakaris Noreika, head of product at NordStellar.

ASM helps security teams monitor internet-facing assets, such as websites, servers, applications, and cloud resources, while identifying and mitigating vulnerabilities before they can be exploited. By automating the discovery of security gaps, NordStellar’s ASM empowers organizations to proactively reduce cyber risks and strengthen their security posture.

Attack surface management feature

Why companies have trouble managing their attack surface

Many companies lack full visibility into their external-facing assets, making it difficult to detect potential vulnerabilities that could be easily found by attackers on the dark web and exploited.

“Any security gaps in a company’s websites, servers, applications, cloud resources, or internet of things devices are a ticking time bomb, and it’s vital to identify and mitigate these vulnerabilities before attackers have a chance to act,” says Noreika.

However, many organizations still struggle with understanding and managing their attack surface due to several key challenges:

  • Unidentified and unmanaged assets. Many organizations struggle to maintain a complete and accurate inventory of their internet-facing assets. Without visibility, securing unknown or forgotten systems becomes impossible, leaving critical blind spots for attackers to exploit.
  • Inefficient manual processes. Traditional methods of asset discovery and vulnerability assessment often involve manual processes, spreadsheets, and disparate tools. This is time-consuming and labor-intensive.
  • Difficulty prioritizing remediation efforts. With limited resources, knowing which vulnerabilities pose the greatest risk and require immediate attention can be a challenge.
  • Lack of real-time threat detection. The attack surface is constantly changing, with new vulnerabilities being discovered and exploited daily.
  • Shadow IT and unknown risks. Unauthorized devices, applications, or services connected to the network without IT’s knowledge (shadow IT) significantly expand the attack surface and introduce uncontrolled risks.

 

How NordStellar’s ASM works

NordStellar’s ASM consists of two main modules – automatic asset discovery and external vulnerability management. Automatic asset discovery maps your infrastructure by running various domain enumeration processes. This way, ASM automatically identifies and catalogs all internet-exposed assets related to your organization, such as web servers, applications, and other network-connected devices. NordStellar can also discover domains, SSL certificates, and IPs.

In the meantime, external vulnerability management continuously monitors and scans the discovered assets for known weaknesses, delivering actionable intelligence to streamline recovery efforts.

How NordStellar’s ASM works

How security teams can put ASM into practice

Continuously monitoring and assessing the attack surfaces is by no means an easy task, requiring a great deal of time and human resources. NordStellar’s ASM provides value for different members of your security team:

  • Security analysts. Imagine starting your day by opening the ASM dashboard, where critical internet-facing vulnerabilities – whether it’s a misconfigured server or an exposed cloud resource – are already detected. You can dive straight into investigating the highest risks, collaborating with IT teams, and implementing fixes before attackers can exploit them.
  • Security engineers. Picture integrating ASM into your workflow. The platform continuously scans your external assets, uncovering weak points that could be exploited. With ASM’s automated discovery, you streamline your vulnerability patching process and address gaps while freeing up time to focus on strategic infrastructure security questions.
  • Security managers. See yourself walking into a stakeholder meeting with NordStellar’s ASM reports. You can clearly demonstrate how the team has reduced the organization’s attack surface, track remediation progress in real time, and provide data-backed proof of compliance. You’re ready to show the tangible value of proactive risk reduction to the entire business.

With ASM, every member of your security team gains the tools they need to strengthen your organization’s security. From real-time monitoring to automated insights and clear reporting, ASM helps you stay ahead of threats and focus on what matters most – keeping your business protected.

Key benefits of NordStellar’s ASM

Security teams are under constant pressure to manage the attack surface: unknown assets, evolving vulnerabilities, and manual processes hamper them down and create unnecessary risk. That’s where NordStellar’s ASM comes in, providing:

  • Minimized attack surface. By identifying and mitigating vulnerabilities, NordStellar’s ASM helps you reduce the chance of a successful attack.
  • Enhanced shadow IT visibility. With ASM, you’ll be able to maintain an accurate list of internet-exposed assets, protecting them from unknown threats.
  • Automation-driven operational efficiency. This lets you avoid manual vulnerability scanning, which is time-consuming and prone to errors.
  • Real-time threat detection. Unlike traditional periodic scans that leave gaps between assessments, ASM ensures continuous monitoring and alerting.
  • Mitigating vulnerabilities before attackers do. NordStellar’s ASM lets you protect your assets before threat actors can do damage.
  • Meeting compliance requirements. You can use ASM to demonstrate compliance with industry regulations that require regular vulnerability assessments.
  • Cost saving. With this feature, you can minimize the financial impact of security incidents.

About NordStellar

NordStellar is a threat exposure management platform that enables enterprises to detect and respond to network threats before they escalate. As a platform and API provider, NordStellar can provide insight into threat actors’ activities and their handling of compromised data. Designed by Nord Security, the company renowned for its globally acclaimed digital privacy tool NordVPN.

About Version 2 Digital

Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

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