30 Jun

Next-Gen Cloud from OWG

by Mathew Mendel

in Articles, Cloud

Comments

Our Cloud sets growth, efficiency, and security within your sights.

How do you manage IT operations, implement and control security policies, maintain a high-level technology strategy?

How is your business adjusting to the hybrid workforce and the stress it places on IT infrastructure, collaboration, and cybersecurity?

Next-Gen Cloud from OWG makes it easy!

Business applications and company data securely reside on platform-independent technology
Data and applications are seamlessly delivered to any approved device
Workloads are secured with industry-leading tools and artificial intelligence
Access is protected in a Zero Trust framework with multi-factor authentication, single-sign-on (SSO), and AI-driven threat detection
Your business is free from weather related issues, power outages, fire, flood, theft, or other logistical constraints

To learn how our Next-Gen Cloud can help your business drop your name and email below, or tag our calendar and let’s have a conversation.

17 Jun

Remember your first day on the job?

by Mathew Mendel

in Articles, Operations

Comments

I learned long ago that the experience I had on my first day of work at my very first job was fairly unique.

When I showed up to work at 7am my first day, I was given the obligatory office tour, handed my access badge, introduced to the key players on my team, shown the lunch room, and received a very warm welcome.

Once it was time to get to work, I was shown where my desk was; on the desk was a branded tin box with a mouse keychain, flash drive, pen (all branded), a box of business cards with my name spelled correctly and a polo shirt in my size. I didn’t appreciate this at the time but I do now.‍

On my desk was a large envelope with the following inside:

My usernames and temporary passwords for all company technology

A welcome letter wishing me success within the organization

A contact list for all the departments and key players

A laminated card with details on contacting the Service Desk

I read through all of the materials and I was off to the races within a few minutes. From that point forward I knew who to email for anything I needed, call for support, and where to send just about any kind of request. Asking for support within the organization was easy and there was never any doubt that what was needed would get handled and handled in a timely fashion. I didn’t think much about it at the time to be perfectly honest and being my first job, I subconsciously assumed this was just how employee orientation and onboardings were handled everywhere, but I could not have been more wrong! This was in 2006 and thinking back, is pretty impressive for the time.

Years later, I was flown into a new city for an interview and subsequently accepted an assignment with a new organization. The first impression was vastly different. My laptop hadn’t arrived, so I used my personal laptop for a week. I had no idea who to call to get logged in to company applications; it also turned out that the person who I was supposed to report to had been relocated to a different division — I had no boss?! It took me at least a week to get access to all company applications, all my logins to various platforms, and finally a company laptop. A few weeks later my business cards arrived with my email address spelled incorrectly so those became scrap paper.

While I enjoyed my time and the challenge of that project, in hindsight, my “orientation” and onboarding experience was indicative of things to come and unfortunately it set the tone for the bulk of the subsequent work my team and I had. Sadly, the experience became a bit of an internally accepted joke.

Since then, my career has shifted more towards the service delivery aspect of the IT industry and luckily, I was able to retain both of those experiences and apply my experiences from both sides of the coin. I now know what is possible and learned valuable lessons from both experiences.

Overseeing ITSM practices for an MSP comes with a new set of challenges. We work with thousands of users from hundreds of different partner organizations spanning many different sectors. Each group maintains different leadership styles at each helm.

I firmly believe that the relationship and confidence in our service all starts from an employee’s very first day and from the very first time an end user logs in to their company computer.

In my current role, I often ask myself questions such as:

What will their first experience with IT and their new employer be like?
Will they know how to get ahold of our service desk for support?
Will they know what software and systems we support?
Do we have processes in place to make the technology aspects of their job as seamless as possible?
How do we make sure they know we truly care and want to support their needs?

How do we do it today?

As part of continual service improvement, below are a few steps we have taken and questions our team must review on a regular basis to make sure we are creating the best possible first impression for our own new employees as well as those of our partner organizations.

Creating unique onboarding forms for each of our partner organizations
Each form generates a series of service tasks
All get assigned directly to our onboarding team

When these forms are submitted, do we know the who, what, where and when of everything pertaining to that new user from an IT standpoint?

Communicating realistic expectations to our partners
Clearly addressing needs and timelines

How much time is needed to procure devices? How much notice do we need from the submitter?

Knowing and understanding our inventory
Understanding the capabilities of our suppliers
Being realistic with current supply chains issues

What do we have in stock today? What does the current supply-chain look like? How fast can we get equipment to a remote location?

Are we delivering new credentials in a secure way? Is 2FA a part of our on-boarding checklist? (Passwords on a sticky note just don’t fly with our team.)

Does a staff accountant need a different computer than a graphic designer? Does a graphic designer need QuickBooks? The word standard means repeatable and repeatable always equates to a better user experience and is almost certainly more efficient.

How long does each onboard take? How many are we doing? How many tickets do new users open after they start? Are there seasonal trends we can prepare for? What can we automate?

Maintaining a living, breathing Service Catalog for all users that contains:
Instructions on how to get ahold of our service desk using their preferred channel (Portal, email, phone, etc)
Ticketing portal for guided support on common ticket types
Clear guidelines on what we support and what we don’t support
Clear explanations on how we provide support and what to expect
A flowchart of ticket handling practices we use to provide the best support possible
How to get emergency support after-hours
How to provide real-time feedback directly from a service ticket (positive or constructive)

Our process will likely never be perfect, nor will there ever be a one-size-fits-all manual for all businesses and users, but we can keep striving to get better on every interaction and create the best possible first impression for our partners’ users on their first day.

We believe this reflects just as much on the organization itself as it does on our services. It should not matter what title or position a new user holds — trust and confidence (or lack-thereof) is slow to be gained, quick to be lost and can be extremely contagious.

10 Jun

The Dangers of Shadow IT

by Mathew Mendel

in Articles, Operations, Security

Comments

Protect your company from Shadow IT.

Shadow IT may seem like a resourceful attempt to problem solve, but it actually can be quite harmful and introduces serious security risks through data leaks, compliance violations, unpatched software and more.

Michael’s trying to share a file with a client, but’s having trouble… the file’s too large to send in an email. After a few unsuccessful attempts he’s getting frustrated.

Then he remembers a free file sharing app and tries downloading it to his company computer.
Within minutes he gets a notification from the IT Service Desk reminding him company policy prohibits “Shadow IT”, or the use of non-approved software. They also explain that he has Office 365 and can take advantage of its easy to use, secure file sharing abilities.
Bonus! The client also uses Office 365. The process is seamless and the two can easily collaborate without dealing with multiple versions, emailing back and forth, and lost data.

Drop your name and email below to learn more, or tag our calendar and let’s have a conversation.

26 May

Verify. A PSA from OWG

by Mathew Mendel

in Articles, Operations, Security

Comments

How do you protect your company from business email compromise (BEC)?

Here’s a tactic we call #Human2FA

Ever get an email asking for financial or banking information? Ever fall for it?
Today’s social engineering tactics are pretty good and more than a few corporate executives have fallen prey.

But there’s an easy way to stay a step ahead of the criminal and we call it Human Two Factor Authentication.

Watch the video, share it with your team and make verifying finical requests policy at your organization.

11 Apr

100 Five-Star Google Reviews (& Counting!)

by Mathew Mendel

in Articles, Operations, Services

Comments

As a distinguished IT services firm, we pride ourselves on great tech support!

Have you ever submitted a help desk ticket only to never hear back, or hear back and not have a solution to your problem?

A strong IT services desk increases productivity and sets up your business for success.

Don’t take our word for it…check out what our partners have to say:

To read all client reviews, see our Google Business pages at:

Overwatch Group – IT Services Los Angeles on Google

Overwatch Group – IT Services New Jersey on Google

05 Apr

The Case for Zero Trust Cybersecurity

by Mathew Mendel

in Articles, Operations, Security, Services

Comments

As the business community faces down cyber threats, one medical office is defending itself with a Zero Trust approach to cybersecurity

Physicians have always been at the front of the line when it came to technology integration. Among the first to realize the benefits wearing a pager, having a cell phone, using a tablet, and essentially digitizing their business, doctors and researchers are typical early adopters of mobile, Cloud and IOT systems.

As attacks on the healthcare industry make weekly news, personal information (PII) floods the black market, and steep fines take their toll,doctors and practice administrators wonder what they can do differently.

A holistic strategy, a Zero Trust approach to cybersecurity means that you:

1) Verify Explicitly
2) Use Least Privilege
3) Assume Breach
‍
Want to learn more? Complete the form and download the business case.

30 Mar

OWG Achieves HIPAA Compliance with Compliancy Group

by Mathew Mendel

in Articles, News, Security

Comments

OWG completes HIPAA compliance process.

Montville, NJ; March 29, 2022 – OWG is pleased to announce that we have taken all necessary steps to prove our good faith effort to achieve compliance with the Health Insurance Portability and Accountability Act (HIPAA). Through the use of Compliancy Group’s proprietary HIPAA solution, The Guard™, OWG can track our compliance program and have earned their Seal of Compliance™. The Seal of Compliance is issued to organizations that have implemented an effective HIPAA compliance program through the use of The Guard.

HIPAA is made up of a set of regulatory standards governing the security, privacy, and integrity of sensitive healthcare data called protected health information (PHI). PHI is any individually identifiable healthcare-related information. If vendors who service healthcare clients come into contact with PHI in any way, those vendors must be HIPAA compliant.

OWG has completed Compliancy Group’s Implementation Program, adhering to the necessary regulatory standards outlined in the HIPAA Privacy Rule, Security Rule, Breach Notification Rule, Omnibus Rule, and HITECH. Compliancy Group has verified OWG’s good faith effort to achieve HIPAA compliance through The Guard.

“I am so proud of our team and our continued efforts to distinguish ourselves as a best-in-class, technology consulting practice”, explains Nick Rigali, Operating Partner at OWG.” As a firm, we’ve always been dedicated to protecting sensitive data and the personal information of our partners (clients) and our partner’s clients. This certification solidifies those responsibilities and allows us to publicly demonstrate our commitment to security.”

Clients and patients are becoming more aware of HIPAA compliance requirements and how the regulation protects their personal information. Forward-thinking providers like OWG choose the Seal of Compliance to differentiate their services.

About Compliancy Group:

HIPAA should be simple. That’s why Compliancy Group is the only HIPAA software with expert Compliance Coaches™ holding your hand to simplify compliance. Built by auditors, Compliancy Group gives you confidence in your compliance plan to reduce risk, increase patient loyalty, and profitability of your organization. Visit https://www.compliancy-group.com or call 855.854.4722 to learn how simple compliance can be.

Client Area

Articles

Our Cloud sets growth, efficiency, and security within your sights.

How do you manage IT operations, implement and control security policies, maintain a high-level technology strategy?

How is your business adjusting to the hybrid workforce and the stress it places on IT infrastructure, collaboration, and cybersecurity?

Next-Gen Cloud from OWG makes it easy!

To learn how our Next-Gen Cloud can help your business drop your name and email below, or tag our calendar and let’s have a conversation.

I learned long ago that the experience I had on my first day of work at my very first job was fairly unique.

When I showed up to work at 7am my first day, I was given the obligatory office tour, handed my access badge, introduced to the key players on my team, shown the lunch room, and received a very warm welcome.

Once it was time to get to work, I was shown where my desk was; on the desk was a branded tin box with a mouse keychain, flash drive, pen (all branded), a box of business cards with my name spelled correctly and a polo shirt in my size. I didn’t appreciate this at the time but I do now.‍

On my desk was a large envelope with the following inside:

I firmly believe that the relationship and confidence in our service all starts from an employee’s very first day and from the very first time an end user logs in to their company computer.

In my current role, I often ask myself questions such as:

How do we do it today?

As part of continual service improvement, below are a few steps we have taken and questions our team must review on a regular basis to make sure we are creating the best possible first impression for our own new employees as well as those of our partner organizations.

When these forms are submitted, do we know the who, what, where and when of everything pertaining to that new user from an IT standpoint?

How much time is needed to procure devices? How much notice do we need from the submitter?

What do we have in stock today? What does the current supply-chain look like? How fast can we get equipment to a remote location?

Are we delivering new credentials in a secure way? Is 2FA a part of our on-boarding checklist? (Passwords on a sticky note just don’t fly with our team.)

Does a staff accountant need a different computer than a graphic designer? Does a graphic designer need QuickBooks? The word standard means repeatable and repeatable always equates to a better user experience and is almost certainly more efficient.

How long does each onboard take? How many are we doing? How many tickets do new users open after they start? Are there seasonal trends we can prepare for? What can we automate?

Our process will likely never be perfect, nor will there ever be a one-size-fits-all manual for all businesses and users, but we can keep striving to get better on every interaction and create the best possible first impression for our partners’ users on their first day.

We believe this reflects just as much on the organization itself as it does on our services. It should not matter what title or position a new user holds — trust and confidence (or lack-thereof) is slow to be gained, quick to be lost and can be extremely contagious.

Protect your company from Shadow IT.

Shadow IT may seem like a resourceful attempt to problem solve, but it actually can be quite harmful and introduces serious security risks through data leaks, compliance violations, unpatched software and more.

Michael’s trying to share a file with a client, but’s having trouble… the file’s too large to send in an email. After a few unsuccessful attempts he’s getting frustrated.

Drop your name and email below to learn more, or tag our calendar and let’s have a conversation.

How do you protect your company from business email compromise (BEC)?

Here’s a tactic we call #Human2FA

Ever get an email asking for financial or banking information? Ever fall for it?Today’s social engineering tactics are pretty good and more than a few corporate executives have fallen prey.

But there’s an easy way to stay a step ahead of the criminal and we call it Human Two Factor Authentication.

Watch the video, share it with your team and make verifying finical requests policy at your organization.

What will it take for your business to make the jump to the Cloud?

For this exceedingly traditional Los Angeles-based law firm it was a global pandemic and state lockdowns that almost brought the business to a stand-still.

A dynamic leader in the space, this entertainment law firm serves the hottest names in the music business and reps hundreds of artists across all facets of their career. They provide a level of attention that allows their clients to navigate touring agreements and deals with major labels.

We’d been advising the partners on the risks associated with on-premise equipment and the benefits of Cloud technology. But, with no serious disruptions, their reluctance to embrace new technology meant they would continue to operate at a disadvantage.

Want to know how we did it? Complete the form below and download the business case.

Have you ever submitted a help desk ticket only to never hear back, or hear back and not have a solution to your problem?

A strong IT services desk increases productivity and sets up your business for success.

Don’t take our word for it…check out what our partners have to say:

As the business community faces down cyber threats, one medical office is defending itself with a Zero Trust approach to cybersecurity

As attacks on the healthcare industry make weekly news, personal information (PII) floods the black market, and steep fines take their toll,doctors and practice administrators wonder what they can do differently.

A holistic strategy, a Zero Trust approach to cybersecurity means that you:

1) Verify Explicitly 2) Use Least Privilege 3) Assume Breach‍Want to learn more? Complete the form and download the business case.

OWG completes HIPAA compliance process.

Joining the top one percent of Microsoft partners worldwide, we’re proud to announce we are now a Microsoft’s Gold Partner level.

An accolade that acknowledges our deep Cloud expertise and service delivery skillset, a Gold designation is a benefit to us and our partner clients as it certifies we’re providing the most technically proficient services, support and consultative information available.

Here at OWG, a the new status validates our strong work ethic and expertise level, and it expands the benefits we can provide clients, such as direct access to Microsoft support and latest technologies, which are piloted with top partners first.

Drop your name and email to learn more, or tag my calendar to setup a conversation.

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Ever get an email asking for financial or banking information? Ever fall for it?
Today’s social engineering tactics are pretty good and more than a few corporate executives have fallen prey.

1) Verify Explicitly
2) Use Least Privilege
3) Assume Breach
‍
Want to learn more? Complete the form and download the business case.