Skip to content

Why IT Security Authentication Fails

Authentication is a crucial part of IT security, but it can often fail due to several common issues. This article from Portnox explains why strong authentication is so important and details the main causes and consequences of authentication failures.

Common Causes of Authentication Failures

The article discusses a variety of authentication methods, including passwords, biometrics, and multi-factor authentication (MFA). It identifies the following as the main reasons for authentication failures:

  • Weak Passwords: Users often create simple passwords that are easy to guess or crack.
  • Phishing Attacks: Hackers trick users into revealing their login credentials.
  • Lack of User Training: Employees may not understand the importance of security best practices.
  • System Misconfigurations: Improperly set up security systems can create vulnerabilities.

Consequences and Prevention

The consequences of these failures can be severe, including data breaches, loss of customer trust, and major operational disruptions. To prevent these problems, the article recommends strengthening password policies, providing better user training, and implementing robust security measures like MFA.

About Portnox
Portnox provides simple-to-deploy, operate and maintain network access control, security and visibility solutions. Portnox software can be deployed on-premises, as a cloud-delivered service, or in hybrid mode. It is agentless and vendor-agnostic, allowing organizations to maximize their existing network and cybersecurity investments. Hundreds of enterprises around the world rely on Portnox for network visibility, cybersecurity policy enforcement and regulatory compliance. The company has been recognized for its innovations by Info Security Products Guide, Cyber Security Excellence Awards, IoT Innovator Awards, Computing Security Awards, Best of Interop ITX and Cyber Defense Magazine. Portnox has offices in the U.S., Europe and Asia. For information visit http://www.portnox.com, and follow us on Twitter and LinkedIn.。

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.

Enterprise Security Veteran Matt Dircks Joins Portnox Board of Directors

September 16, 2025

Portnox, a leader in cloud-native zero trust access control and cybersecurity solutions, has announced the appointment of Matt Dircks to its Board of Directors. The addition of Dircks is a significant step for Portnox as it looks to scale its platform and expand its global presence to help organizations secure their networks and applications with unified access control.

Dircks brings over 25 years of experience in leading high-growth software companies through periods of innovation and expansion. His notable past roles include serving as CEO of BeyondTrust for eight years, where he helped the company become a global leader in Privileged Access Management (PAM) and expand its product portfolio.

Denny LeCompte, CEO of Portnox, stated that Dircks’ deep understanding of the cybersecurity landscape and proven track record make him a valuable asset. He believes Dircks’ guidance will help the company navigate its next phase of growth and continue to deliver simple, scalable, and effective security solutions for IT teams with limited resources.

Dircks expressed his excitement to join the Portnox team at a pivotal point in its journey, noting the company’s focus on delivering modern, cloud-native zero trust access control. He looks forward to helping accelerate Portnox’s mission to bring its capabilities to more businesses worldwide.

About Portnox
Portnox provides simple-to-deploy, operate and maintain network access control, security and visibility solutions. Portnox software can be deployed on-premises, as a cloud-delivered service, or in hybrid mode. It is agentless and vendor-agnostic, allowing organizations to maximize their existing network and cybersecurity investments. Hundreds of enterprises around the world rely on Portnox for network visibility, cybersecurity policy enforcement and regulatory compliance. The company has been recognized for its innovations by Info Security Products Guide, Cyber Security Excellence Awards, IoT Innovator Awards, Computing Security Awards, Best of Interop ITX and Cyber Defense Magazine. Portnox has offices in the U.S., Europe and Asia. For information visit http://www.portnox.com, and follow us on Twitter and LinkedIn.。

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.

Portnox and SentinelOne Partner for Real-Time Access Control

This article announces the strategic integration between Portnox, a leader in Cloud-Native Access Control, and SentinelOne, a prominent cybersecurity platform company. The new partnership aims to provide organizations with a unified and autonomous security solution that ensures real-time access control for all managed and unmanaged devices across the network.

How the Integration Works

The collaboration combines Portnox’s advanced cloud-native network access control (NAC) with SentinelOne’s Singularity™ XDR platform. This allows organizations to automate security policies based on device posture. When a device attempts to connect to the network, the Portnox NAC solution queries SentinelOne in real-time for its security status. If the device is found to be compromised, Portnox can automatically block or quarantine it, preventing the threat from spreading across the network. This automated, real-time response helps to fortify an organization’s security posture and provides a seamless layer of defense against a wide range of cyber threats.

Key Benefits for Businesses

The integration offers several key benefits, including enhanced security, improved visibility, and streamlined operations. By automating the process of threat detection and response, the solution reduces the burden on IT and security teams. It provides comprehensive visibility into all devices on the network, enabling organizations to enforce consistent security policies and ensure compliance. The proactive nature of the integration allows businesses to respond to threats in real-time, minimizing the risk of data breaches and other security incidents.

About Portnox
Portnox provides simple-to-deploy, operate and maintain network access control, security and visibility solutions. Portnox software can be deployed on-premises, as a cloud-delivered service, or in hybrid mode. It is agentless and vendor-agnostic, allowing organizations to maximize their existing network and cybersecurity investments. Hundreds of enterprises around the world rely on Portnox for network visibility, cybersecurity policy enforcement and regulatory compliance. The company has been recognized for its innovations by Info Security Products Guide, Cyber Security Excellence Awards, IoT Innovator Awards, Computing Security Awards, Best of Interop ITX and Cyber Defense Magazine. Portnox has offices in the U.S., Europe and Asia. For information visit http://www.portnox.com, and follow us on Twitter and LinkedIn.。

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.

服務台軟體 – 定義與主要功能

2025-08-21   A modern service desk is a proactive, strategic hub for IT service management. It centralizes requests, automates core ITIL processes, and leverages self-service and knowledge management to boost efficiency. It’s also crucial for data-driven improvement, with integrations and AI enhancing context, reducing manual tasks, and ensuring better governance.

Continue reading

大型語言模型 (LLM) 和機器學習:背景及其在客戶服務中的應用

大型語言模型(LLM)與機器學習:
現代客戶服務指南

人工智能(AI)正在為客戶服務帶來革命性的變革,但許多企業仍難以將其潛力轉化為實際的商業價值。為了有效利用 AI,領導者需要清楚了解其背後的核心驅動技術。本文將揭開大型語言模型(LLM)和機器學習(ML)的神秘面紗,探討它們的運作方式以及在客戶服務領域的應用潛力。


奠定基礎:從機器學習到大型語言模型

要理解 LLM,您必須先了解驅動它們的引擎:機器學習。

什麼是機器學習?

機器學習是 AI 的一個領域,它讓系統從數據中學習,而無需為每項任務進行明確的編程。ML 模型透過對海量數據集的訓練來識別模式、做出預測,並隨著時間推移在沒有新指令的情況下提升自身表現。

您可以這樣理解:與其編寫一套嚴格的規則來讓程式識別貓,不如向 ML 模型展示數千張貓的圖片。模型會自行學習其模式——鬍鬚、尖耳朵、尾巴——然後就能獨自識別新圖片中的貓。

這個學習過程會透過「強化學習」等技術進行微調,模型會被教導在其多個輸出中哪個是最佳選擇,從而做出越來越好的決策。

什麼是大型語言模型?

大型語言模型是機器學習的一種專門且強大的應用。它們是模仿人腦設計的神經網絡,並在海量的文本和數據上進行訓練。這種訓練使它們能夠理解、詮釋、總結並生成類似人類的語言——這個領域被稱為自然語言處理(NLP)。

2017 年,「Transformer 模型」的推出帶來了重大突破,它允許 LLM 權衡句子中不同詞語的重要性。這種架構極大地提升了它們的速度和對上下文的理解能力,使其變得更加強大。

如今,企業可以選擇自行建構 LLM,或授權使用預先訓練好的模型。這些模型可以利用公司特定的數據進行進一步的「微調」,使其適應特定的行業、任務或溝通風格,從而產生更精確、更貼近情境的輸出。


LLM 對客戶服務的影響

LLM 能透過賦能客服人員、自動化任務以及提供更快速、更一致的客戶體驗,來獨特地優化客戶服務。

在服務環境中的關鍵能力:

  • 智能自動化:LLM 驅動的聊天機器人可以處理完整的支援對話、全年無休地回答常見問題、對傳入的服務單進行分類,並將其分配給正確的部門。
  • 賦能客服人員:LLM 並非取代客服人員,而是作為其強大的助手。它們可以即時總結冗長的服務單歷史記錄、分析客戶情緒以標示出挫折感,並草擬準確且符合情境的回覆,讓客服人員只需審核後即可發送。
  • 提升品質與一致性:LLM 可以將複雜的技術資訊改寫為簡單的術語、即時翻譯對話,並確保所有溝通都遵循一致的品牌語氣。

一個實際用例

想像一位客戶就最近實施的某個軟件所遇到的複雜問題聯繫客服。被指派的客服人員可以利用 LLM 來:

  • 即時總結與該客戶先前所有的互動記錄。
  • 使用情緒分析來偵測客戶的沮喪程度。
  • 接收一份針對該問題的建議回覆,客服人員只需快速編輯和批准即可。

這節省了大量的時間,並且 AI 驅動的情境資訊與人工監督的結合,帶來了更快速、更具同理心且更有效的解決方案。


實用指南:有效運用 LLM 和 ML

現在的問題不再是是否應該使用這些技術,而是如何使用。以下是一些實用技巧,幫助您在應對潛在挑戰的同時,最大化它們的效益。

1. 充分發揮優勢

  • 目標是策略性自動化:不要只用 LLM 來協助手動任務。找出可以完全自動化的流程,例如生成首次回覆郵件、根據已解決的服務單創建知識庫文章,或從頭到尾處理例行性的資訊請求。
  • 提升精準度與品質:利用先進的 ML 來產出高品質的內容。LLM 擅長生成精良的報告、清晰的摘要和準確的翻譯,從而提升您溝通的標準。
  • 發掘創新解決方案:由於 LLM 在龐大且多樣化的數據集上進行訓練,它們可以連結不同領域的資訊,提出人類客服人員可能未曾想到的創新或非傳統的解決方案。

2. 克服挑戰

儘管優勢顯著,但負責任地實施 AI 需要意識到其挑戰。

  • 處理「幻覺」問題:偶爾,LLM 會生成聽起來合理但事實上不正確的資訊。這是因為模型是預測下一個最有可能的詞,而不是驗證事實的真相。緩解方法:透過向 LLM 提供具體的上下文——例如相關的知識庫文章或技術文件——來減少幻覺的發生,使其回覆更基於事實。
  • 識別偏見:LLM 可能會無意中複製其訓練數據中存在的偏見(例如社會刻板印象、以美國為中心的例子或過於正式的語言)。緩解方法:使用成熟、經過充分測試的應用程式。利用您自己策劃且多樣化的數據集對模型進行微調,可以顯著減少偏見。
  • 保護敏感資料:客戶資料是機密的。切勿將個人或敏感資訊輸入公共的 LLM。緩解方法:使用符合《通用資料保護規則》(GDPR)等法規的企業級 AI 解決方案,並提供強大的數據私隱控制。

結論:未來是一項策略性選擇

大型語言模型和機器學習不再是未來的概念,它們已是現代客戶服務不可或缺的工具。它們透過提供快速、準確和個人化的支援,在效率、客戶體驗和滿意度方面帶來了顯著的提升。

最終,關鍵的差異化因素將是企業選擇如何整合這些技術。它們可以透過以下兩種方式之一被使用:

  • 作為輔助工具:偶爾用於加速或增強現有的手動流程。
  • 作為顛覆性技術:策略性地用於完全自動化和取代手動流程。

雖然第一種方法能帶來漸進式的收益,但第二種方法才能釋放 AI 全部的轉型潛力。那些只將 LLM 用於次要協助的企業,才剛剛觸及到其可能性的皮毛。卓越客戶服務的未來,屬於那些完全擁抱技術驅動、自動化和智能化策略的企業。

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。

×

Hello!

Click one of our contacts below to chat on WhatsApp

×