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Parallels Desktop 26: Ready for macOS Tahoe

A look at the new features and improvements in the latest version of Parallels Desktop.

Parallels Desktop 26 has been launched with full support for the new macOS Tahoe 26 and Windows 11 version 25H2. This release focuses on providing a more seamless, stable, and secure experience for users who need to run multiple operating systems on their Mac.

Key Features for Individual Users

Seamless macOS Tahoe 26 Support

Parallels Desktop 26 is built to handle the new background process changes and restrictions in macOS Tahoe, ensuring that key features like **Coherence Mode** and setup routines continue to work smoothly. The new version also includes visual updates to match the new “Liquid Glass” aesthetic of macOS Tahoe.

Accurate Disk Space Visibility

Windows virtual machines can now accurately see the available disk space on your Mac’s hard drive. This helps you better manage storage, preventing slowdowns, freezes, and crashes that can occur during large installations or disk-intensive tasks.

Key Features for Businesses & IT Teams

Simplified Single-App Deployment

Parallels Desktop 26 includes new documentation and tools that allow IT administrators to easily deploy and manage a single Windows application on a Mac without giving end-users the full Windows or Parallels interface. This is ideal for specialized workflows and legacy applications.

Jamf Pro Integration

IT teams can now monitor and manage Windows OS updates within virtual machines using Jamf Pro and other mobile device management (MDM) platforms. This gives administrators better control over their virtual environments.

SOC 2 Type II Compliance

The new release has successfully completed a SOC 2 Type II audit, demonstrating Parallels’ strong commitment to security, availability, and privacy. This helps enterprise IT teams meet their internal and external compliance standards.

About Parallels 
Parallels® is a global leader in cross-platform solutions, enabling businesses and individuals to access and use the applications and files they need on any device or operating system. Parallels helps customers leverage the best technology available, whether it’s Windows, Linux, macOS, iOS, Android or the cloud.

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.

Caddy Webserver Data in Graylog

If you’re running Caddy Webserver on Ubuntu, Graylog now has a new way to make your access logs more actionable without tedious parsing or manual setup. The new Caddy Webserver Content Pack, available in Illuminate 6.4 and a Graylog Enterprise or Graylog Security license, delivers ready-to-use parsing rules, streams, and dashboards so you can quickly turn raw logs into structured, searchable insights.

What is Caddy Webserver?

Caddy is a popular web server because it’s lightweight, easy to configure, and comes with automatic HTTPS by default, thanks to its built-in Let’s Encrypt integration. It supports modern protocols like HTTP/2 and HTTP/3, offers simple yet powerful configuration through a human-friendly syntax, and runs efficiently with minimal dependencies. Developers and system administrators appreciate Caddy’s security-focused defaults, cross-platform support, and ability to serve static files, reverse proxy applications, and handle complex routing with minimal setup.

What This Pack Does

The Caddy Webserver Content Pack is purpose-built for environments running Caddy version 2.7.x on Ubuntu. Once installed, it automatically parses access logs into Graylog schema-compatible fields, tagging each event with the GIM code 180200 (http.communication) so they integrate seamlessly into your security workflows.

Included in the pack:

  • Stream: Illuminate:Caddy Webserver Messages – created automatically if it doesn’t exist, with routing rules preconfigured.
  • Index Set: Caddy Webserver Logs – pre-defined and ready for tuning after installation.
  • Parsing Rules: Extracts structured fields such as remote IP, HTTP method, URI, status code, and more.
  • Dashboard: Creates a dashboard overview with message counts, severity, response codes, request paths and others.

 

Requirements

To use this pack, you’ll need:

  • Ubuntu/Linux with standard Caddy log paths.
  • Filebeat with Graylog Sidecar for log delivery.
  • Graylog Enterprise or Graylog Security with Illuminate installed.

 

Getting Logs into Graylog

  1. Configure Graylog Server
  • Create a global Beats input in Graylog.
  • Generate a Graylog REST API token.
  • In Sidecar, create a Filebeat configuration for Linux and set:
filebeat.inputs:
  - input_type: log
    paths:
      - /var/log/caddy/*
    type: filestream
    fields_under_root: true
    fields:
      event_source_product: caddy_webserver

 

  1. Install and Configure Sidecar on the Caddy Host

 

wget https://packages.graylog2.org/repo/packages/graylog-sidecar-repository_1-5_all.deb

sudo dpkg -i graylog-sidecar-repository_1-5_all.deb

sudo apt-get update && sudo apt-get install graylog-sidecar

Edit /etc/graylog/sidecar/sidecar.yml with your Graylog server URL and API token, then install and start the service.

 

  1. Install Filebeat

 

wget -qO - https://artifacts.elastic.co/GPG-KEY-elasticsearch | sudo apt-key add -

sudo apt-get install apt-transport-https

echo "deb https://artifacts.elastic.co/packages/oss-8.x/apt stable main" | sudo tee -a /etc/apt/sources.list.d/elastic-8.x.list

sudo apt-get update && sudo apt-get install filebeat

sudo systemctl enable filebeat

sudo systemctl start filebeat

 

Why Log Caddy Webserver Logs?

Logging Caddy Webserver logs gives you more than just HTTP request history — it can directly support security, performance, troubleshooting, and compliance use cases. Here’s a breakdown.


Caddy Webserver Dashboard Overview

Security Monitoring

  • Detect Malicious Activity
    • Identify brute-force login attempts, directory traversal (../) exploits, or repeated 404s from the same IP.
    • Spot unusual request patterns that could indicate reconnaissance or a botnet probe.
  • Track Suspicious Clients
    • Find requests with unusual User-Agent strings, malformed headers, or high request rates.
  • GeoIP Correlation
    • See where requests are coming from and detect anomalies (e.g., sudden traffic from countries where you have no users).

 

Performance & Optimization

  • Monitor Response Times
    • Track slow requests by path, method, or upstream target.
    • Correlate spikes in latency with backend or network issues.
  • Traffic Analysis
    • Understand peak usage hours, top requested endpoints, and request method distribution.
  • Bottleneck Identification
    • Pinpoint routes causing high CPU/memory usage due to expensive processing.

 

Troubleshooting & Incident Response

  • Error Investigation
    • Analyze 4xx and 5xx patterns to quickly identify misconfigurations or service failures.
  • Debugging
    • Review request/response logs when APIs or web apps behave unexpectedly.
  • Historical Context
    • See what happened leading up to an outage or anomaly.

 

Compliance & Audit

  • Regulatory Requirements
    • PCI DSS, HIPAA, SOC 2, and similar frameworks often require logging of all access to sensitive systems.
  • Forensic Evidence
    • Maintain an immutable record for post-incident analysis or investigation.
  • Retention Policies
    • Store logs in a central system to meet audit trail requirements.

 

Integration & Automation

  • Centralized Observability
    • Send Caddy logs to Graylog to correlate with application, system, and security logs.
  • Alerting
    • Trigger alerts for abnormal traffic patterns, high error rates, or possible DDoS events.
  • Automated Blocking
    • Integrate log-based rules with WAFs or firewalls to block malicious IPs in real time.

 

Graylog Enterprise and Security

By operationalizing your Caddy logs in Graylog, you can quickly detect anomalies, identify suspicious requests, and feed relevant data directly into your threat detection and response workflows. For more info on what fields are available click here

About Graylog  
At Graylog, our vision is a secure digital world where organizations of all sizes can effectively guard against cyber threats. We’re committed to turning this vision into reality by providing Threat Detection & Response that sets the standard for excellence. Our cloud-native architecture delivers SIEM, API Security, and Enterprise Log Management solutions that are not just efficient and effective—whether hosted by us, on-premises, or in your cloud—but also deliver a fantastic Analyst Experience at the lowest total cost of ownership. We aim to equip security analysts with the best tools for the job, empowering every organization to stand resilient in the ever-evolving cybersecurity landscape.

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.

API 威脅、機器人攻擊與隨機流量高峰:AWS WAF + Cloudbric WMS 如何在 2025 年保障您的安全

API 威脅、機器人攻擊與流量高峰:
AWS WAF + Cloudbric WMS 如何在 2025 年確保您的業務安全

在 2025 年,數碼版圖已成為一個高風險的戰場。API 成為新的前線,自動化機器人數量已超越人類用戶,而超大流量的 DDoS 攻擊規模達到了前所未有的程度。對於在 AWS 上營運的企業來說,標準的、開箱即用的安全防護已遠遠不夠。您需要的是專家管理、情報驅動的防禦。

這正是 Cloudbric WMS 發揮作用之處,它能將您的 AWS WAF 從一個簡單的工具,轉變為一個人員齊備、全面的安全營運中心。

—

1. 挑戰:攻擊者已進入「BOSS 模式」

2025 年的威脅數據明確顯示:攻擊的複雜性和數量,正讓手動防禦不堪重負。

趨勢數據點
API 攻擊爆炸性增長2024 年 Web 應用程式與 API 攻擊達 3,110 億次,年增 33%。
機器人數量超越人類自動化流量現佔網路 51%;僅惡意機器人就佔 37%。
流量高峰即攻擊信號超大流量 HTTP DDoS 攻擊 (>1 億 pps) 季增 592%。
業務邏輯濫用OWASP 現將「無限制存取敏感業務流程」列為關鍵 API 風險 (API6:2023)。

雖然 AWS WAF 提供了具備低延遲邊緣保護的堅實基礎,但它將最關鍵的任務——持續的規則調整、誤報管理和主動式威脅分析 —— 留給了您。這在「擁有工具」和「擁有真正的安全解決方案」之間,造成了一個危險的差距。

—

2. 解決方案:Cloudbric WMS——在 AWS WAF 之上疊加情報與專業知識

Cloudbric WMS 透過在您現有的 AWS WAF 部署之上,疊加三項關鍵能力來彌補這一差距。

能力提供的價值
先進情報技術棧來自全球情報源的即時威脅 IP 評分、一個能分析 WAF 日誌以偵測異常和機器人指紋的 AI 引擎,以及一個擁有 91.53% 偵測率的專有規則引擎 (Tolly BMT)。
全天候專家支援一個全球安全營運中心 (SOC) 作為您團隊的延伸。我們的專家分析師能解讀警報、處理事件、在數分鐘內推送緩解措施,並提供符合您業務邏輯的客製化規則諮詢——沒有第一線客服腳本,沒有延遲。
具洞察力的可視性一個統一的營運儀表板,為您和我們的專家提供清晰的流量與威脅視圖,而高階主管級威脅報告則為稽核和策略規劃提供所需洞見。

—

3. 攻防速查表

親眼見證其中的差異。以下是常見的複雜攻擊,在使用與不使用 Cloudbric WMS 的情況下,處理方式有何不同。

威脅情境原生 AWS WAF搭配 Cloudbric WMS
針對未記載 API 端點的 GraphQL 注入需要手動建立複雜的正規表示式 (Regex) 規則。自動學習的 API 結構結合行為偵測,能自動攔截攻擊。
AI 驅動的價格爬蟲機器人集群機器人控制功能可攔截已知的惡意機器人,但複雜的機器人可能繞過。威脅 IP 評分能立即攔截低信譽來源,同時透過無頭瀏覽器指紋辨識和分鐘級速率限制來阻止集群攻擊。
突發的 7 Tbps DDoS 攻擊依賴預設的 ACL 速率限制;您的團隊需在事後分析日誌。我們的 24/7 SOC 會立即升級處理、應用地理過濾來阻擋攻擊節點,並在 15 分鐘內提交一份無需您介入的事件報告。
濫用「大量訂購」API 流程 (API6)沒有針對業務邏輯濫用的特定、開箱即用的防護。一套客製化的業務邏輯規則,包含交易上限和異常評分,能有效防止此類濫用。

—

4. 數分鐘完成部署,無需數月

入門過程簡單快捷。

  1. 在 AWS Marketplace 上訂閱 Cloudbric WMS。
  2. 委派存取權限給您現有的 AWS WAF 及相關資源 (如 CloudFront)。
  3. 基準日誌記錄開始,我們的威脅 IP 評分模型會自動建立。
  4. 我們會在 **48 小時的「僅監控模式」**下運行,同時由我們的 SOC 調整任何誤報。
  5. 啟動攔截模式,您將開始收到每週的規則優化和高階主管威脅報告。

—

5. 經實證的業務成果

成果Cloudbric WMS 的影響
更少誤報透過先進的威脅 IP 評分和專家調校,最多減少 40%。
更高偵測率91.53% 的 OWASP Top-10 偵測率,相比領先的競爭對手低於 70% (Tolly,2024 年 2 月)。
更快緩解速度歸功於我們的 24/7 SOC,平均緩解時間少於 5 分鐘。
備受信賴的信譽獲認可為 AWS WAF Ready 與 ISV Accelerate 合作夥伴,並榮獲多項業界大獎。

—

6. 立即行動

準備好將您的 AWS WAF 升級為一個全天候、精通 API 的防護盾了嗎?立即開始您的 Cloudbric WMS 免費試用,親身體驗即時威脅 IP 評分、專家級 SOC 洞察以及零日規則更新的強大功能。

常見問題

Q1. Cloudbric WMS 會取代 AWS WAF 嗎?
A. 不會。它透過先進的情報、專業的 SOC 監控和更高精度的規則來擴展和增強 AWS WAF,同時確保您的流量安全地保留在 Amazon 的全球邊緣網路上。

Q2. 威脅 IP 評分是額外費用嗎?
A. 不,它是包含在所有 WMS 方案中的核心功能。評分會透過 Cloudbric 的全球威脅情報源進行即時更新。

關於 Penta Security

Penta Security 採取全方位的策略來涵蓋資訊安全的每個面向。本公司持續努力,透過廣泛的 IT 安全產品,在幕後確保客戶的安全。因此,Penta Security 總部位於韓國,並已在全球擴展,成為亞太地區的市佔領導者。

作為韓國最早進入資訊安全領域的公司之一,Penta Security 已經開發出廣泛的基礎技術。我們將科學、工程與管理相結合,擴展自身的技術能力,並以此技術視角做出關鍵決策。

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。

CIO MarketPulse Survey: State of SaaS Data Protection

Key insights into how senior IT leaders are managing cloud data security.

A new survey of over 300 senior IT decision-makers in the US, Europe, and Asia-Pacific reveals significant gaps in how organizations are protecting their data in the cloud. The findings highlight the need for more robust, independent backup solutions to ensure business continuity in an increasingly complex threat environment.

Over-reliance on Native Backup

The survey found that **37% of respondents** rely solely on the native backup capabilities of their SaaS applications. This approach leaves them vulnerable to data loss and service disruptions, as native backups often have limitations.

Long Recovery Times

A staggering **11% of respondents** reported that it would take them a month or longer to recover data after a loss event—or that they might not be able to fully recover at all. This highlights a critical risk to business operations and continuity.

Recent Data Loss Events

Almost half of the organizations surveyed, specifically **49% of respondents**, have experienced a major data loss event in the past year, underscoring the real and immediate threat facing businesses today.

The Demand for Segregated Storage

Senior IT decision-makers are recognizing the need for independent backup solutions. **61% of respondents** stated that physically segregated storage is a key requirement for modern SaaS backup, showing a clear shift in industry priorities toward greater data security and control.

The survey results confirm that many businesses are at risk due to inadequate cloud data protection strategies. The findings strongly suggest that an independent, immutable, and physically segregated backup solution is essential for securing business continuity and mitigating data loss.

Download the report

 

Defining data governance and data classification

So, what is data governance and how does it relate to cyber resilience?

Existing under the broad umbrella of data management, data governance is a program — implemented via policies and standards — intended to ensure the availability, quality, and security of an organization’s data in accordance with applicable regulations and obligations (e.g., adhering to industry standards, fulfilling requirements for certifications, etc.).

Within data governance, data classification is the process of separating and organizing data into relevant groups (“classes”) based on their shared characteristics, such as the level of sensitivity, risks they present, and the compliance regulations that protect them.

Data governance underpins cyber resilience plans

An intelligent data governance program delivers several beneficial outcomes for organizations:

  • It helps to ensure the availability, quality, and security of an organization’s data, making it a foundational pillar of business continuity.
  • Data governance helps improve overall data accuracy and impacts outcomes based on that data — which can range from comparatively simple day-to-day business decisions and operations to more complex, forward-looking initiatives including AI-focused programs.
  • It helps to support organizational efforts to comply with regulations and other obligations, making it a cornerstone of compliance.
  • An effective data governance program also permeates the entire organization, increasing data literacy, data accessibility, and data scalability.

Do you know where your data is?

Of course, disaster recovery planning cannot start without a clear understanding and mapping of your data and its significance to your business. What data is crucial for us to continue running our operations? Who needs access to which data to do their job? Where do we store all of this critical data?

Knowing the answers to these questions will start your journey towards ensuring continuity in cases of data loss or cyberattacks. This is achieved through an efficient and effective data governance framework.

I hope that, with our new report in hand, CISOs and CIOs will be able to future-proof their modern, data-driven enterprises through effective data governance.

About Keepit’s new report, “Intelligent data governance: Why taking control of your data is key for operational continuity and innovation.”

Our report takes a practical approach to data governance by offering a resource to organizations for creating or adopting a framework that works best for them.

Key takeaways from the report:

-Major trends shaping enterprise IT

-The importance of “always-on” data

-Resilience against data loss and corruption

-Data governance as an investment

-A practical approach to data governance

-10 questions for board discussions

Get the full report

About Keepit
At Keepit, we believe in a digital future where all software is delivered as a service. Keepit’s mission is to protect data in the cloud Keepit is a software company specializing in Cloud-to-Cloud data backup and recovery. Deriving from +20 year experience in building best-in-class data protection and hosting services, Keepit is pioneering the way to secure and protect cloud data at scale.

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.

ESM 與 ITSM:差異與相似之處

ESM 與 ITSM:將服務管理擴展至 IT 以外的領域

企業服務管理(Enterprise Service Management, ESM)將 IT 服務管理(IT Service Management, ITSM)的成熟原則擴展至整個組織。當公司將這些以服務為導向的實踐應用於 IT 以外的部門時,服務管理的策略價值便會提升,從而使技術、業務流程與全公司的目標保持一致。

然而,ESM 並非一體適用的解決方案。決定專注於 ITSM 還是擴展至 ESM,取決於企業的成熟度、需求和策略優先順序。本文旨在闡明這兩個概念之間的關係,探討它們的相同與不同之處,並說明在何種情況下採用 ESM 策略最為合適。


什麼是 IT 服務管理(ITSM)?

IT 服務管理(ITSM)是一個策略性框架,用於企業如何設計、交付、管理和改進其技術服務。ITSM 透過專門的工具和工作流程,專注於將 IT 服務與企業及其客戶的需求對齊。其主要目標是透過有效的 IT 管理,提升業務績效、提高生產力並增加用戶滿意度。

ITSM 為核心 IT 功能提供了架構,協助企業在優化預算的同時實現業務目標。ITIL®(資訊科技基礎架構庫)是實施 ITSM 的業界標準框架,它概述了 34 項實踐,包括以下關鍵流程:

  • 事件管理(Incident Management): 盡快恢復正常的服務運作。
  • 問題管理(Problem Management): 識別並解決事件的根本原因。
  • 變更管理(Change Management): 控制所有變更的生命週期,以最大限度地減少干擾。
  • 資產管理(Asset Management): 在資產的整個生命週期內進行追蹤和管理。

ITSM 的優勢

當 IT 部門在業務營運中扮演核心角色時,成熟的 ITSM 實踐能帶來顯著的優勢:

  • 有效的 IT 治理:安全且高效地管理整個 IT 環境。
  • 更快的解決速度:迅速處理並解決事件及其潛在問題。
  • 透明的變更:實施系統變更時具有清晰的可追溯性,並將風險降至最低。
  • 清晰的可見度:全面掌握 IT 資產及其相互依賴關係。

實例分享:薩克森邦學校與教育辦公室(LaSuB)

LaSuB 曾為其複雜且低效的 IT 支援系統所困擾。透過導入 OTRS 集中化的 ITSM 解決方案,他們簡化了請求管理流程。現在,服務單和備註可以輕鬆地分派給正確的團隊,即使是小團隊也能高效運作並提供卓越的服務。


什麼是企業服務管理(ESM)?

企業服務管理(ESM)是將 ITSM 的原則、實踐和技術應用於其他業務部門。人力資源、法務、設施、財務和行銷等領域的團隊採用服務管理模式來建構其工作,從而在整個企業內創造一致且高品質的服務體驗。

簡而言之,ESM 借鑒 ITSM 的藍圖,在企業範圍內提升組織能力、可見度、溝通和效率。

ESM 的優勢

一個實施完善的 ESM 策略能優化整個企業的流程並推動策略性業務目標的實現。主要優勢包括:

  • 改善服務體驗:客戶和員工能獲得一致、高品質的服務,無需長時間等待或因溝通不良而產生問題。
  • 提升服務人員滿意度:各部門的支援人員因擁有清晰的架構和透明的工作流程而受益,從而減輕壓力。
  • 節省成本:高效的自動化流程降低了直接營運成本和機會成本。
  • 持續改進:結構化的服務組合有助於主動管理和長期優化。
  • 提高生產力:日常任務的自動化使員工能專注於複雜且具附加價值的工作。

ESM 實踐:新員工入職流程

新員工入職是一個直接影響員工留任率的關鍵流程。若沒有 ESM,這可能是一段混亂的經歷。有了 ESM,自動化的工作流程能協調每一步:由人資部門啟動流程,IT 部門配置硬件和帳戶,設施部門準備好辦公空間,而招聘經理會收到準備培訓計畫的通知。新員工在第一天報到時,一切所需都已準備就緒,確保了一個順利而正面的開始。

其他例子包括:

  • 內部自助服務入口網站:員工無需提交服務單,即可找到有關人資政策或設施請求的常見問題解答。
  • 簡化的審批流程:為財務或法務審批建立結構化的工作流程,確保請求得到追蹤、呈報並在規定時間內解決。

ITSM 與 ESM 比較:主要異同點

由於 ESM 是 ITSM 的延伸,這兩個概念在「服務管理」上共享一個共同的基礎。主要區別在於其範疇:「IT」代表資訊科技,而「E」則代表企業。

共同基礎

ITSM 和 ESM 都利用相同的核心原則來提供高效、目標導向的服務:

  • 以客戶為中心:強調滿足終端用戶(無論是外部客戶還是內部員工)的需求。
  • 高效的工作流程:標準化流程能改善協作並節省時間。
  • 自動化:減少人為錯誤,讓團隊能專注於更具策略性的任務。
  • 自助服務:讓使用者能夠 24/7 全天候解決簡單問題的入口網站。
  • 知識管理:集中化的知識庫,提供常見問題、指南和解決方案以加速支援。
  • 通用工具:使用類似的軟件來管理服務單、工作流程和服務。

主要差異

核心差異在於應用領域。ITSM 管理技術服務,而 ESM 則將此模式擴展至管理業務服務。

面向IT 服務管理(ITSM)企業服務管理(ESM)
焦點與 IT 相關的服務(例如:系統升級、存取權限請求、應用程式支援)。跨部門的業務導向服務(例如:新員工入職、合約審批、設施請求)。
範疇局限於 IT 部門及其服務。涵蓋整個企業(人資、法務、財務等)。
策略對齊將 IT 績效與業務目標對齊。直接支持更廣泛的業務目標,如全企業的成本節約和客戶滿意度。
成熟度一個發展成熟的學科,擁有如 ITIL® 等標準化框架。一個新興的實踐,需要將 ITIL 原則應用於非技術領域。

本質上:ITSM 完善了 IT 內部的服務交付。ESM 則將這些完善的實踐擴展至整個企業。


ITSM 或 ESM:哪種方法適合您?

ITSM 和 ESM 並非互相排斥;它們代表了服務管理成熟度的連續體。真正的問題不是您應該選擇哪一個,而是您應該在何時從 ITSM 擴展到 ESM。一個擁有成熟 ITSM 實踐的 IT 部門,完全有能力引領這一演進。

何時應專注於 ITSM

在以下情況下,專注於 ITSM 至關重要:

  • 主要目標是為複雜且相互依賴的 IT 環境帶來秩序和效率。
  • 其他業務部門尚未習慣以流程為導向的工作方式,需要基礎的服務管理概念。

何時應採用 ESM

在以下情況下,擴展至 ESM 是合乎邏輯的下一步:

  • 您的 ITSM 實踐已成熟並持續創造價值。
  • 效率低下的跨部門流程(如新員工入職或採購)正在造成瓶頸和困擾。
  • 您的企業已準備好在所有業務職能中標準化服務交付並利用自動化。

最有效的方法是建立在您 ITSM 的成功基礎之上。將其逐步發展為全面的 ESM 策略,可以從像人資這樣處理大量複雜請求、並能立即從結構化服務管理中受益的部門開始。


總結:擴展成功模式

ITSM 和 ESM 是同一強大原則的不同體現:以高效、一致的方式提供卓越的服務。如果 ITSM 已經在您的 IT 部門取得成功,那麼您就有了一個成熟的成功模式,可以讓整個企業受益。

雖然 ESM 仍不如 ITSM 普及,但它為早期採用者提供了顯著的競爭優勢。透過建立一個高度結構化、以結果為導向的服務文化,ESM 有助於實現關鍵業務目標,並營造一個更具協作性、效率和生產力的工作環境。

關於 OTRS

OTRS(原名為 Open-Source Ticket Request System)是一套服務管理軟體套件,包含專員入口網頁(agent portal)、管理員儀表板(admin dashboard)及客戶入口網頁(customer portal)。 在專員入口網頁中,團隊能夠處理來自內部或外部客戶的案件與請求。此處提供多種方式來檢視這些資訊,以及客戶和相關數據。 顧名思義,管理員儀表板讓系統管理員能夠管理系統:功能眾多,包括角色與群組、流程自動化、頻道整合以及 CMDB/資料庫選項。 第三個組件,客戶入口網頁,則類似一個可客製化的網頁,可供與客戶共享資訊,並讓客戶端能夠追蹤自己的請求進度。

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。