

Trouble Ticket System: Functions and Areas of Application

Efficient handling of incidents and service requests is a key component of modern IT and support structures. In complex system environments, standardized processes enable traceable and scalable case management. Trouble ticket systems support the structured documentation, classification, and tracking of requests throughout their entire lifecycle.
This article explores the fundamentals, core features, and practical use cases.
What is a Trouble Ticket System?
People also call a trouble ticket system a ticketing system. It is software that helps keep track of incidents, requests, and tasks. Teams use this software in service processes. Each “ticket” is part of a process that follows a defined handling workflow.
The concept originated in the 1980s in the context of technical call centers. The rise of IT service management standards such as ITIL© further formalized it.
Early implementations of trouble ticket software were often simple databases or email-based systems. Specialized platforms with escalation logic, status tracking, and workflow management later replaced these.
Relevance in IT and Service Management
In IT service organizations, trouble ticket systems are central tools for structured case management and quality assurance. They support standardized processing of incidents, service requests, and changes. Furthermore, they provide transparency for efficient service level management, resource allocation, and continuous improvement.
Facility management or customer service teams also use ticket systems.
They ensure clear assignment responsibility and audit-proof documentation. As systems become more complex and accountability requirements increase, the importance of ticketing systems continues to grow.
Core Functions and System Architecture
Trouble ticket systems offer key functionalities and a modular architecture that enable reliable case handling, clear responsibilities, and automated workflows.
Ticket Creation and Management
Tickets can be created by end users, service staff, or automatically via monitoring systems. Those processing tickets capture relevant information—such as issue description, affected systems, timestamps, and contact details.
Trouble ticket management includes editing, categorizing, taking notes, reading ticket histories, and linking related tickets. Filtering, sorting, and tracking ensure efficient case handling and evaluation down the road. Modern systems also offer templates, automated classification, and integration with knowledge bases to speed up ticket resolution and improve solution quality.
Prioritization, Escalation, and SLAs
Teams process support tickets based on urgency and business impact. This assessment determines handling order.
Escalation mechanisms activate automatically if response or resolution times are exceeded. These times are called SLAs, or Service Level Agreements. They also trigger if there is no activity.
Agents escalate tickets to higher support levels or alert management staff. Contracts typically define SLAs and key metrics for maintaining service quality.
Agents address critical issues promptly by evaluating priorities and ticket escalations.
User Roles and Access Control
Trouble ticket systems distinguish between different user roles, each with specific permissions. Typical roles include end users, service agents (1st to 3rd level), administrators, and system owners. Depending on the role, users can create, comment on, edit, or close tickets.
Role-based access ensures data security, process compliance, and clear responsibility assignment. In large organizations, this is essential when handling multiple clients, reporting, and ensuring compliance with regulations, especially regarding data protection and auditability.
Status Models, Workflows, and Communication
Status models define various ticket processing states such as “Open”, “In Progress”, “Waiting for Response”, “Resolved”, or “Closed”. The ticket statuses enable clear process control and early detection of bottlenecks. Combined with workflows—i.e., defined rules and transitions—responsibilities can be automatically assigned, notifications triggered, or escalations begun.
Ideally, communication between users and support happens directly within the ticket to preserve context and history. Transparent communication and consistent documentation are essential for efficient processes, quality assurance, and analysis.
Technological Foundations and Integrations
System Architectures (On-Premise vs. Cloud-Based)
IT teams select local (on-premise) or cloud-based trouble ticket system operation. Teams have a ligher level of control and can more easily customize on-premise solutions. They do, however, require internal maintenance.
Cloud-based systems are quick to set up and can grow easily. They need less maintenance but have some outside dependencies. These systems must also follow rules, especially for sensitive data.
Interfaces to Third-Party Systems (e.g., CMDB, Monitoring, ERP)
Modern ticketing systems offer interfaces to other IT systems. Integration with a CMDB allows for contextual information about affected assets. Here are a few examples:
- Monitoring tools can automatically generate tickets upon detecting faults.
- Connections to ERP or time-tracking systems enable seamless process and cost control.
- Live chat solutions allow agents to create talk remotely with a customer while creating a ticket.
Use Cases and Ticket Lifecycle
Various business operations use trouble ticket systems — wherever structured case handling, traceability, and defined responsibilities are essential. Depending on the industry and use case, functional requirements and integration depth vary.
IT Service Management (ITSM)
As mentioned earlier, ticketing systems are foundational to structured and standardized IT support processes. They enable core ITIL processes, particularly incident, problem, and change management.
Classification and escalation ensure efficient handling. They also enable audit-proof documentation and systematic root cause analysis. Integration with monitoring and asset management systems allows for proactive issue detection and improved response times.
Customer Service, Facility Management, HR
Outside of IT, ticketing systems are widely used. In customer support, they facilitate structured handling of inquiries, complaints, customer issues or support requests. In facility management, they help track maintenance tasks, malfunctions, or cleaning schedules. In HR, they support processes such as onboarding, leave requests, or internal support.
In all cases, ticket systems promote transparency, accountability, and consistent communication. They also generate valuable data for process optimization and efficiency improvements in non-technical service areas. And, they ensure a positive customer experience.
Ticket Lifecycle: From Creation to Resolution
The lifecycle of a ticket begins with its creation—manually by a user or automatically by a system. It is then classified (e.g., incident, request, change) and prioritized. The responsible agent or team is assigned to the ticket.
During processing, there may be follow-up questions, escalations, or status changes. The entire process is documented. Agents close the ticket after successful resolution.
Depending on the system, metrics such as handling time are automatically recorded for reporting purposes.
Challenges and Best Practices
Successfully implementing a trouble ticket system requires more than technical deployment. Scalability, user acceptance, and the thoughtful use of modern technologies are key to long-term value.
Scalability and User Acceptance
A ticketing system must be able to scale with organizational growth—both functionally and in user capacity. Ease of use is critical: only intuitive systems with low barriers to entry achieve widespread adoption. Training and feedback loops foster long-term acceptance.
Automation and AI Support
Automation—e.g., using templates or prefilled responses—can streamline routine tasks. Automatic ticket assignment, classification, or prioritization boosts resolution process efficiency and frees up staff for higher-value work.
AI can help detect patterns in incoming requests, suggest solutions to frequently asked questions, and generate predictions. However, such technologies must be purposefully implemented and regularly reviewed to avoid errors and meaningfully support workflows.
Outlook
Role in Modern Support Structures
In service-driven organizations, trouble ticket systems are key control instruments. They ensure transparency, efficiency, and traceability in handling requests. When considered as integration platforms, they connect technical systems, organizational processes, and human communication.
Trends: Self-Service, Automation, Predictive Analytics
Future developments focus on greater user autonomy via self-service portals, intelligent automation, and predictive analytics. These allow for proactive issue identification and targeted resource management. Such trends not only boost efficiency but also transform support into a strategic function within the organization.
About OTRS
OTRS (originally Open-Source Ticket Request System) is a service management suite. The suite contains an agent portal, admin dashboard and customer portal. In the agent portal, teams process tickets and requests from customers (internal or external). There are various ways in which this information, as well as customer and related data can be viewed. As the name implies, the admin dashboard allows system administrators to manage the system: Options are many, but include roles and groups, process automation, channel integration, and CMDB/database options. The third component, the customer portal, is much like a customizable webpage where information can be shared with customers and requests can be tracked on the customer side.
About Version 2 Limited
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.


Introducing the Kafka Service Bundle
More than 80% of Fortune 100 companies rely on Apache Kafka as the backbone of their streaming data operations. From processing massive datasets to delivering real-time insights across industries like finance, healthcare, and retail, Kafka drives innovation in our data-driven world. But for all its power, managing Kafka at scale can be a daunting task. Lack of skilled personnel, high costs, and vendor lock-in are just some of the challenges organizations face.
Enter the Kafka Service Bundle: a solution that enables enterprises to tap into the full potential of Kafka without straining resources or budgets. In this blog, we’ll explore how the Kafka Service Bundle benefits organizations seeking scalability, reliability, and cost-efficiency in their event-streaming architecture.
What Is the Kafka Service Bundle?
The Kafka Service Bundle combines professional implementation, technical support, and admin-as-a-service for open source Apache Kafka. Unlike other managed Kafka providers, this solution allows businesses to:
- Avoid vendor lock-in
- Customize their Kafka deployments to suit specific needs
- Save up to 70%* annually compared to proprietary platforms
*compared to standard Confluent Cloud pricing
Watch the on-demand video below for more details:

Advantages of the Kafka Service Bundle
1. Significant Cost Savings
One of the primary reasons enterprises are drawn to the Kafka Service Bundle is the up to 70% cost savings it offers. Proprietary platforms such as Confluent Cloud are convenient but expensive, often charging for features or functionalities that businesses don’t fully utilize. OpenLogic’s approach eliminates unnecessary expenditures, freeing up budgets to focus on other critical IT initiatives.
Compare Apache Kafka vs. Confluent Kafka >>
2. Customized Deployments for Any Environment
Every organization has unique infrastructure and compliance requirements. The Kafka Service Bundle offers highly flexible deployment models, catering to on-premises, cloud, multi-cloud, or hybrid environments. This ensures your Kafka implementation is tailored to your business needs.
Key features include:
- Customized cluster configurations
- Parallel deployments for minimal disruption
- Support for strict compliance standards, including SOC2, HIPAA, and PCI-DSS
3. Expert-Led Technical Support
Managing Kafka requires deep expertise in distributed systems, security, and scalability. The Kafka Service Bundle provides 24/7 SLA-backed technical support directly from Enterprise Architects with over 15 years of experience. Unlike traditional support providers, there are no call centers or multi-tier structures delaying the resolution process.
Support Highlights:
- Immediate troubleshooting for performance or security issues
- Continuous monitoring to identify and resolve bottlenecks
- Access to strategic guidance for scaling and enhancements
4. Admin as a Service
For DevOps teams already stretched thin, the Kafka Service Bundle includes admin-as-a-service, offloading the operational burden of Kafka management. OpenLogic handles routine but critical tasks like monitoring and tuning, and implement security updates on your team’s schedule to keep clusters running efficiently.
5. No Vendor Lock-in
One of the biggest drawbacks of proprietary Kafka platforms like Confluent Cloud is vendor lock-in. Businesses often struggle to migrate away from such systems due to steep costs and the risk of losing functionality. OpenLogic’s open source, vendor-neutral approach removes these barriers, giving you the freedom to adapt and evolve your data infrastructure as your business grows.
6. Enhanced Security and Compliance
Enterprises in industries like financial services and healthcare are often bound by stringent data privacy regulations. Some are not permitted to utilize managed cloud-hosted services and must deploy private data centers to maintain total ownership of their data. The Kafka Service Bundle helps these organizations remain compliant by supporting their Kafka environment within their own infrastructure, while providing integrating advanced security configurations, proactive patching, and detailed audit logs to ensure data streams stay resilient and compliant.
Get 5 Apache Kafka Security Best Practices >>
Real-World Impact Across Industries
OpenLogic has a strong track record when it comes to helping organizations leverage Kafka. Below are some notable examples:
- Retail/Marketing: A marketing firm resolved infrastructure bottlenecks with OpenLogic’s performance upgrades, enabling them to process millions of messages per second. The result? Real-time insights that improved campaign outcomes and customer loyalty.
- Aerospace: By tuning high-throughput Kafka clusters, OpenLogic modernized an aerospace company’s data-streaming infrastructure. They achieved near-zero latency, allowing faster decision-making across complex operations from flight optimization to prototype testing.
- Financial Services: A large investment bank partnered with OpenLogic to deploy Kafka clusters across multiple data centers. Leveraging rigorous security benchmarks, they eliminated vulnerabilities while ensuring seamless fraud detection for thousands of financial transactions per second.
Read more Kafka Case Studies >>
Why Enterprises Should Consider the Kafka Service Bundle
Apache Kafka is undoubtedly a powerful tool, but its complexity can impede its potential. The Kafka Service Bundle bridges the gap between Kafka’s formidable capabilities and the challenges of managing it at scale.
Whether you are wrestling with scalability issues or frustrated with your current vendor’s rising costs and restrictions, the Kafka Service Bundle can help you:
- Save up to 70% without losing any functionality.
- Maintain a robust, secure data pipeline tailored to your needs.
- Free up time to focus on innovation and high-value projects.
Do More With Kafka For Less
Are you ready to transform your Kafka implementation into a seamlessly scalable and cost-effective solution? Take the next step by clicking the button below so our experts can start putting Kafka to work for you.
About Perforce
The best run DevOps teams in the world choose Perforce. Perforce products are purpose-built to develop, build and maintain high-stakes applications. Companies can finally manage complexity, achieve speed without compromise, improve security and compliance, and run their DevOps toolchains with full integrity. With a global footprint spanning more than 80 countries and including over 75% of the Fortune 100, Perforce is trusted by the world’s leading brands to deliver solutions to even the toughest challenges. Accelerate technology delivery, with no shortcuts.
About Version 2 Limited
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.


Europe’s data sovereignty challenge

The reality of Europe’s cloud dependence
Europe stands at a crossroads when it comes to data sovereignty. Despite its aspirations for autonomy, 97% of the cloud infrastructure and platform services market is dominated by U.S. and Chinese providers — like the US Big Three (AWS, Azure, and Google Cloud) and Chinese providers such as Alibaba, Huawei, and Tencent.
The implications are profound. With critical European data housed within infrastructures controlled by foreign entities, the EU’s ambitions for digital sovereignty face significant hurdles. How can Europe claim true data sovereignty when its information resides under jurisdictions subject to foreign government access and control?
The geopolitical landscape
The global cloud market is not just about technology — it’s about politics and control. Data sovereignty speaks to the legal and regulatory control a country or region has over data generated or stored within its borders. But with most of the infrastructure controlled by non-European players, the question of true sovereignty remains unresolved.
This dependency leaves Europe vulnerable to political shifts and foreign legislation, including policies like the U.S. CLOUD Act, which grants American authorities the right to access data stored by U.S. companies, even if it resides on foreign soil.
A path forward for Europe
For Europe to assert control over its digital future, it must prioritize sovereign cloud solutions. These infrastructures would guarantee data residency, security, and autonomy, shielding critical information from foreign oversight. Keepit’s architecture is purpose-built for such sovereignty, with control over the entire data and management plane, providing a viable pathway for European enterprises to regain digital control.
Next steps: Navigating toward European digital autonomy
To transition from dependence to autonomy, European companies should:
- Invest in sovereign cloud solutions: Opt for providers that prioritize European data residency and compliance.
- Strengthen compliance with regional regulations: Align with GDPR, DORA, NIS2 and local data privacy laws to build stronger protections.
- Leverage local data centers: Prioritize data centers within Europe to avoid geopolitical risks.
- Demand transparency and local control: Ensure your provider maintains complete transparency over data handling and security measures.
- Promote regional cloud initiatives: Support European-based cloud initiatives that focus on sovereignty and compliance.
A sovereign Europe starts with responsible decisions made today.
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 Limited
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.


Data and digital sovereignty: Who is in control of your data

Understanding digital sovereignty
Digital sovereignty extends beyond data to encompass control over the entire digital infrastructure — hardware, software, and data. It represents an organization’s ability to manage and control its digital environment independently, ensuring autonomy and security in a constantly shifting cyber landscape. With global cloud adoption surging, the conversation around digital sovereignty has never been more relevant.
By 2025, 30% of multinational companies are expected to face significant impacts from unmanaged digital sovereign risks. This statistic underlines the growing urgency for IT leaders to ask themselves critical questions: What are your plans to ensure both digital and data sovereignty? Are you prepared to build a robust, secure digital infrastructure that respects and enforces these principles?
Sovereign cloud challenges
The journey to digital sovereignty is not without its challenges. Organizations must consider:
- Data: Where is your data stored? Who has access to it? How is it managed?
- Operations: Are your operational practices aligned with local and international data policies?
- Infrastructure/technology: Is your technology stack independent and resilient against foreign influence?
- Local vs. foreign compliance: Are you compliant with both local and international data laws?
- Residency and monitoring: Can you guarantee data residency in specific locations while maintaining transparent monitoring?
These challenges are not just theoretical; they represent real risks and vulnerabilities for global businesses. Control, privacy, audit trails, and technology independence are not just aspirations — they are necessities for resilient digital operations.
Keepit’s role in achieving digital sovereignty
Where traditional SaaS data protection vendors rely heavily on third-party infrastructure, Keepit takes a radically different approach. Keepit has full control over both the data and management planes, which are physically and logically separated from production workloads.
This unique architecture means that Keepit controls cost, functionality, security, performance, management, operations, and integration — ensuring that customers are not at the mercy of hyperscalers or foreign policies.
For IT leaders, this means autonomy. It means knowing exactly where your data is, who is handling it, and how it is being protected — free from third-party influence. In an era where sovereignty risks are growing, Keepit stands as a beacon of control and reliability.
The path forward
Digital sovereignty is not a checkbox; it’s a journey. For IT leaders, the time to act is now. Engage with infrastructure and operations leaders, discuss how Keepit can help secure and manage your data with full sovereignty. Understand the risks of unmanaged sovereignty and be proactive in securing your organization’s digital future.
Next steps: Selecting the right data protection vendor
The next step in your sovereignty journey is selecting the right data protection partner. Here are key guidelines to consider:
- Control and ownership: Ensure the provider has complete control over its data and management planes. This eliminates third-party risks and ensures that you remain compliant with local and international data regulations.
- Physical and logical separation: Look for vendors that guarantee physical and logical separation from production workloads — like Keepit does.
- Transparency and auditability: Verify that the solution provides transparent audit trails and compliance monitoring.
- Cost and performance control: Choose a vendor that allows you to predict and manage costs effectively while maintaining optimal performance.
- Regulatory alignment: Ensure the provider is aligned with local laws and global standards to avoid legal complications.
Choosing the right vendor is crucial for mitigating digital sovereign risks and ensuring data remains protected and compliant.
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 Limited
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 SOAR?

Let’s start by breaking down the acronym. SOAR: Security Orchestration, Automation and Response. So let’s try to imagine, precisely, an orchestra performing a symphony: each instrument plays its score diligently and flawlessly, but it’s only thanks to the conductor that the ensemble transforms into music.
Now, let’s think about everything related to cybersecurity in a company: antivirus, firewalls, monitoring tools, analyst teams… all fundamental, certainly. But without an “orchestra conductor” who coordinates every intervention, the result risks being confusion. And when the security of an entire IT infrastructure is at stake, the margin of error must be practically zero; or, at least, that’s what we should aim for.
This is where SOAR (Security Orchestration, Automation and Response) comes into play. A system that doesn’t just detect threats, but manages them in an automated, structured, intelligent way. And that can integrate synergistically with ITSM to ensure a superior level of resilience.
In this article, we’ll see in detail what SOAR is and how it works; what the concrete benefits are for companies; how it integrates with ITSM processes for a truly solid defense suitable for every type of company.
What is SOAR? An operational definition
Let’s get straight to the point: what is SOAR? What is it about, in concrete terms?
We talk about SOAR to identify a platform designed to help security teams detect, analyze and respond to incidents in a structured, automated and documented way. In other words, it’s a tool that doesn’t just observe what happens (like classic SIEM systems do), but acts, coordinating responses between people, processes and technologies.
SOAR receives information from dozens of different sources (monitoring tools, firewalls, antivirus, authentication systems, endpoints, etc.) analyzes these inputs, correlates them, compares them with predefined playbooks and, if necessary, automatically activates response actions: it can isolate a device from the network, close a suspicious session, revoke access, open an IT ticket, send notifications to the team, and much more.
But that’s not all. The value and function of SOAR go beyond simple automation. What can be done, in fact, is:
- standardize response procedures, reducing errors and ensuring consistency in actions;
- document every step, useful both for security teams and for audit and compliance needs;
- create fluid collaboration between IT and cybersecurity teams, facilitating shared incident management.
Below, we proceed by going even deeper, analyzing what we could define as the “three souls” of SOAR, inherent in the acronym itself.
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The three souls of SOAR: orchestration, automation, response
- Orchestration
It’s the strategic heart of SOAR. What allows connecting all security tools, devices and processes in a single integrated framework. This creates a “command center” from which to monitor and manage every phase of incident response. The true orchestral conducting, which we mentioned in the introduction.
- Automation
Automation: one of the decisive keywords of the technological and digital frontier. A frontier that moves a little further every day. But let’s stay concrete and operational, without departing from the track of this article. Thanks to predefined scripts and playbooks, SOAR can automatically execute a series of actions when it detects a threat. Some examples? Endpoint isolation, credential revocation, opening an IT ticket, notifications to the SOC team, and much more. Everything depends on your needs and how the system is configured.
- Response
And here we are at the last aspect, which is the natural culmination of the previous two. An effective SOAR system guides the entire incident response process of any nature: from initial assessment to resolution and final reporting. Every step is documented, traceable and optimizable. In short, the point of arrival is also the starting point of a continuous improvement process.
SOAR and ITSM: two sides that strengthen each other
ITSM is the acronym for IT Service Management: it’s the set of processes, tools and best practices that allow managing IT services in a structured, efficient way oriented towards continuous improvement. In practice, it’s the architrave on which all the IT operations of an organization rest.
SOAR, at its core, can be seen as a natural extension of ITSM logic in the cybersecurity field. The two approaches share a procedural and systemic vision, and precisely for this reason the integration between SOAR and ITSM represents today one of the most effective strategies to face modern challenges.
Why integrate them?
SOAR and ITSM, together, create a practically “natural” synergy. A synergy capable of breaking down organizational silos, ensuring compliance, making the corporate infrastructure more “anti-fragile” and improving user experience.
On one hand, ITSM offers the methodological rigor and traceability indispensable for managing incidents and requests; on the other hand, SOAR adds response speed and intelligent automation in threat management.
Let’s put it in an even more practical way: in common experience, many security incidents become IT incidents. If malware blocks a server, the Service Desk must intervene. Therefore, an integrated and coordinated response upstream between IT and cybersecurity is fundamental, reduces risks, optimizes resolution times and cuts costs.
Let’s give an example: with SOAR-ITSM integration, identifying an anomaly automatically generates an IT ticket; the response playbook activates actions on both the security and IT sides (such as password reset, patch application, network isolation). Every phase of this process, finally, remains documented in the ITSM system, facilitating audits and triggering continuous improvement dynamics.
How to integrate them?
The answer to this question is not, and cannot be univocal. A great deal depends on the physiology of the individual company, the systems already in use, the needs and objectives.
Solutions like EV Service Manager take all this into account and offer a perfect base for every type of integration, with open APIs, automated workflows and full support for ITIL processes. With great attention to a “tailor-made” implementation for each company.
The main advantages of a SOAR system
We’ve seen what SOAR is (with its three souls) and why it’s fundamental to integrate it with ITSM. We’ve already hinted at the advantages that derive from this implementation. Now we list them below in a clear and synthetic way:
- Faster incident response
By reducing manual workload, security analysts can focus on the most complex cases. The rest is handled automatically in seconds.
- Reduction of errors and repetitive activities
Thanks to automation, the most repetitive and basic tasks (IP verification, machine isolation, ticket updates) are executed in a standardized way and without margins of error.
- Greater visibility and control
Every action is recorded, every event is traceable. This enables precise reporting, useful for IT managers, and control authorities. And useful especially for triggering the continuous improvement spiral.
- Collaboration between IT and security teams
SOAR becomes a “bridge” between security operations centers and IT Operations teams, favoring a structured exchange of information that, ultimately, leads to shared and more efficient problem resolution.
When and why adopt SOAR?
Let’s conclude this article staying on the track of concreteness. And let’s see in detail when it’s really the right time to adopt SOAR.
- The volume of alerts is unmanageable
If security operations centers receive hundreds or thousands of notifications per day, the risk is that real threats get lost among false positives. SOAR helps filter, classify and automatically manage alerts, lightening the human workload.
- Response times are too long
Every minute counts during a cyber attack. When the response process still depends on manual steps, email approvals or tickets managed verbally, fatal delays are risked. SOAR drastically accelerates intervention by automating workflows.
- Processes are not documented or standardized
In many organizations, incident management happens in a fragmented way. Each analyst follows their own method. The result? Discontinuity, inefficiencies and auditing difficulties. With SOAR, every action is guided by predefined playbooks, tracked and easily verifiable.
- There’s a need for continuous compliance
For highly regulated sectors like banking, healthcare, insurance, or Public Administration, documenting and demonstrating every action is fundamental. SOAR makes everything verifiable: every log, every decision, every automation can be easily recorded, with maximum attention to conformity.
- You want to move from reactive to proactive management
The most precious value of SOAR lies in its ability to radically transform the approach to security: not just react to attacks, but prevent them. A true paradigm shift.
Conclusions
In a context where cyber threats multiply and become increasingly sophisticated, SOAR represents an indispensable technological and strategic response.
And if integrated with the most advanced ITSM platforms, its potential grows exponentially: less stress for teams, more protection for the company.
FAQ
What is SOAR and what problems does it solve? SOAR stands for Security Orchestration, Automation and Response. It helps companies respond more quickly to security incidents, automating the most repetitive actions and improving collaboration between teams.
What are the advantages of integration with ITSM? ITSM offers the methodological rigor and traceability indispensable for managing incidents and requests; while, SOAR adds response speed and intelligent automation
Do you need a large company to implement SOAR? No. Even medium-small realities can benefit from a SOAR approach, especially if they manage sensitive data or work in regulated sectors.
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 Limited
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.


Remote network access: How to easily access your local LAN

Summary: Explore secure, scalable remote access to local networks with Cloud LAN—the modern alternative to VPNs, RDP, and static IP setups.
In a world where work happens anywhere, seamless and secure remote network access is no longer a luxury—it’s a must-have. Businesses need to keep their hybrid employees connected to critical internal resources. And they must do so without overstraining IT teams or putting their sensitive data and reputations at risk.
Whether you’re managing remote desktop access, virtual machines, file servers, or network devices, the challenge remains the same: how do we provide reliable, secure local network access without the logistical and security headaches?
Enter Cloud LAN—a modern approach to remote access that combines simplicity with robust security. In this article, we’ll break down the traditional pain points, explore alternatives, and show why Cloud LAN stands out as a smarter network security solution for modern businesses.
What is remote network access?
Remote network access solutions allow users to securely connect to physical or cloud-based networks—or specific devices—from anywhere in the world via the internet. This technology enables employees to access company resources, such as internal servers, printers, or desktop environments, as if they were physically present in the office.
For instance, whether you’re launching a remote desktop session or managing shared drives, remote access ensures seamless interaction with internal infrastructure without being tied to a specific location. Thus, teams can work from home, on the road, or across borders.
This capability is fundamental for enabling hybrid work, supporting branch offices, and securely collaborating with contractors or vendors. It’s also crucial for ensuring that globally dispersed teams have reliable access to the local apps, files, and systems they need to do their jobs.
Key solutions for remote network access
When it comes to implementing remote network access, IT teams often weigh several options. Let’s explore the most common:
- Traditional Virtual Private Network (VPN): VPNs create a secure tunnel between the user and the company network. By masking the user’s IP address, VPNs allow remote connections to appear as if they originate from within the internal network. While effective for security, traditional VPNs can be slow and require manual configuration.
- Remote Desktop Protocol (RDP): RDP allows users to control a remote computer or server via the remote desktop connection. It’s useful for accessing applications or files hosted on a central machine, but exposing it to the public Internet may introduce vulnerabilities.
- Static IP address and port forwarding: Some IT teams assign a static IP address to devices and manually configure port forwarding to allow external access. While this works for certain setups, it’s notoriously difficult to manage at scale and poses security risks if not properly secured.

Why traditional remote access methods fall short
Despite being widely used, traditional remote access tools have critical limitations—especially when applied to fast-growing or remote-first organizations.
- Complex configuration. Legacy VPN appliances, hardware firewalls, and remote desktop gateways require manual setup, network configuration, and ongoing provisioning. This creates an administrative burden and increases the risk of misconfigurations if user counts grow or change frequently.
- High maintenance and overhead. Traditional infrastructure demands constant upkeep. IT teams must patch VPN servers, troubleshoot remote access failures, and monitor performance across on-premise hardware, driving up costs and resource allocation.
- Security concerns. Exposing RDP to the internet, misconfigured VPN tunnels, or weak segmentation policies can all leave organizations vulnerable to breaches. These tools often rely on outdated encryption standards or credentials, increasing the overall attack surface.
- Limited scalability. Most traditional solutions weren’t built for the hybrid or remote-first era. As companies grow and teams become more distributed, these tools often can’t keep pace with modern workforce needs.
Security factors to consider in remote access solutions
Security should be at the heart of any remote network access decision. Here’s what to keep in mind when evaluating solutions:
- Data encryption: Ensure all remote desktop connections and data in transit are encrypted using modern standards.
- Network access control: Role-based permissions, Device Security Posture (DPS), and location policies are vital to prevent unauthorized access.
- Network segmentation: Avoid exposing your entire local network to every user. Instead, use segmentation to limit access to only what’s necessary.
- Visibility & monitoring: Real-time logs and traffic analysis help detect suspicious behavior early.
Many legacy tools offer piecemeal versions of these protections, but they often lack seamless integration or require additional software and manual setup.
Cloud LAN: A simpler way to access your local network remotely
Here’s where Cloud LAN changes the game. Cloud LAN simplifies remote access by creating a virtual private network between enrolled devices.

With NordLayer’s Cloud LAN (previously called Smart Remote Access), users can connect directly to remote devices—computers, tablets, or mobiles—running supported operating systems (Windows, macOS, Linux, Android, iOS). It’s a secure way to access and interact with other devices as if they were on the same local network, no matter where they actually are.
It’s ideal for remote troubleshooting, file sharing, virtual desktop use, or collaborating across distributed endpoints—without exposing your broader infrastructure.
What makes Cloud LAN different?
- Quick to deploy—Cloud LAN is toggle-ready and takes just minutes to activate
- Built for scale—Whether you have 10 or 10,000 users, Cloud LAN scales effortlessly without the need for additional infrastructure.
- Device-to-device remote access—Establish secure connections between any authorized devices with the NordLayer app installed, across platforms and locations.
- Secure by default—Every connection runs thorough encrypted tunnels with Zero Trust Network Access (ZTNA), and network segmentation by design.
- No manual routing hassle—NordLayer automatically manages routing between devices, so teams can connect directly without needing static IP assignments or manual configurations.
Setting up remote access with NordLayer Cloud LAN
NordLayer makes remote connectivity simple—without the usual complexity of network reconfiguration. Cloud LAN securely links distributed devices into a virtual private network, enabling direct access from anywhere.
Getting started is easy. Just create a Virtual Private Gateway, add your team members, and enable Cloud LAN in the Control Panel. Admins can also manage access via user groups, integrate with identity providers (like Okta, Azure AD, or Google Workspace), and monitor device posture and activity.
Cloud LAN is fast to set up, secure by design, and intuitive to manage—ideal for teams looking to simplify remote collaboration without relying on outdated or overcomplicated remote desktop solutions.
About Nord Security
The web has become a chaotic space where safety and trust have been compromised by cybercrime and data protection issues. Therefore, our team has a global mission to shape a more trusted and peaceful online future for people everywhere.
About NordLayer
NordLayer is an adaptive network access security solution for modern businesses – from the world’s most trusted cybersecurity brand, Nord Security.
The web has become a chaotic space where safety and trust have been compromised by cybercrime and data protection issues. Therefore, our team has a global mission to shape a more trusted and peaceful online future for people everywhere.
About Version 2 Limited
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.


EasyVista Positioned as Emerging Innovator in the 2025 SPARK™ for Enterprise Service Management by QKS Group
EasyVista, the leading IT-dedicated platform for secure service management, seamless automation, and data-driven AI enablement, has been named the Emerging Innovator in the SPARK Matrix™: Enterprise Service Management 2025 report, in addition to being positioned as a Strong Contender among leading global vendors.
According to Nipuna Mohan, Analyst, QKS Group, “EasyVista’s unique capabilities in workflow automation, IT service management, and self-service support enable organizations to streamline service delivery, enhance user experiences, and increase operational efficiency. The platform’s integration of AI-driven virtual agents and intelligent process automation empowers users to resolve issues independently, reducing service desk workloads and ensuring faster response times. With comprehensive asset management and easy-to-customize dashboards, EasyVista provides a unified view of IT and business services, enabling IT teams to anticipate needs and make faster, smarter decisions.”
At the core of every successful ESM initiative is a strong, empowered IT foundation. EasyVista’s platform is purpose-built to help IT teams lead transformation with confidence—bringing together ITSM, ITOM, and AI-driven automation into a unified solution that reduces complexity, enhances service quality, and supports enterprise-wide innovation. By streamlining IT operations first, organizations are better positioned to extend service management capabilities across the enterprise—driving operational efficiency and scalability.
“This recognition as an Emerging Innovator reflects our continued commitment to empowering IT as a true business partner in driving enterprise success,” said Patrice Barbedette, CEO of EasyVista. “At EasyVista, we provide the ITSM and AI-driven automation tools that enable IT teams to lead with confidence—streamlining enterprise-wide workflows, enhancing collaboration, and transforming employee and customer experiences. By turning complexity into opportunity, we help organizations scale with agility and thrive in today’s AI-driven digital landscape.”
The positioning underscores the company’s investment in AI technologies to meet the evolving ESM needs of customers. By embedding AI-driven automation, intelligent process orchestration, and data governance into the platform, EasyVista empowers IT teams to accelerate service delivery and unlock greater business value in an increasingly data-driven landscape.
Access the report at: https://info.easyvista.com/2025-spark-matrix-for-esm
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 Limited
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.


Backup Appliance: How to Simplify Backup and Gain More Control
Complicated systems, dispersed data, information silos, and pressure to simplify. IT environments today balance the need for security with limitations of time, people, and budget. Storware Backup Appliance addresses these challenges—combining simplicity, automation, and a Zero Trust philosophy in one ready-to-use device.
Although there’s increasing talk about the need to simplify IT infrastructure, many server rooms still operate with isolated data repositories. Information is stored and managed in separate systems, which makes it difficult to share data between teams and departments within an organization. Such data dispersion limits monitoring capabilities and hinders the detection of unauthorized activities. It’s hard to protect what you can’t see and don’t have full control over. Each of these “silos” may require a separate approach to backup and Disaster Recovery, further complicating backup and data recovery processes.

Another challenge is the phenomenon of data gravity—the tendency of large data sets to attract applications, services, and additional resources. The more data accumulated in one place, the harder and more expensive it is to move. Migrating a large repository from an on-premise server room to the public cloud can take days or even weeks—or require physical transport of media. Meanwhile, new applications are being developed in the same environment that—instead of using distant services—opt for fast, local data access.
At first glance, data gravity and data dispersion seem to be opposing phenomena. In practice, however, they coexist and reinforce each other. Data remains in silos not because there’s no need for consolidation, but because its migration is often too expensive, time-consuming, or risky. In other words, it “gravitates” to a specific environment (local or cloud) and stays there.
Siloses stem from organizational, technological, and cultural divisions, while data gravity results from physical and economic processing limitations.
A real-world example: the sales and marketing department uses a CRM system in a SaaS model, with customer and campaign data located in the public cloud. In contrast, the finance department works on a local ERP system, whose data is stored on an SQL server within the company. As a result, each department operates in its own digital world, and collaboration—such as analyzing the impact of a marketing campaign on sales—becomes difficult. Migrating ERP data to the cloud involves process reengineering, significant costs, and risks.
Meanwhile, IT departments are fighting on many fronts. They handle routine, urgent tasks that—though essential—don’t add significant strategic value. They are also often responsible for the entire infrastructure: from hardware and software to configuration and user support.
Backup? It’ll Get Done After the Failure… Still Relevant Pitfalls in Data Security Thinking
A separate, but extremely important issue remains the attitude of clients themselves. Many companies still ask themselves: “Why do I need a backup if everything is working?” or “Why change systems if the current ones are functioning flawlessly?”
Costs are the most frequently cited barrier to investing in new solutions. Often, the only argument that convinces management to act is… a failure. Even in large organizations employing hundreds of people, it happens that management consciously limits IT and security spending, literally waiting for an incident to occur.
Meanwhile, regulatory pressure is growing—another regulation is set to come into force in June, expanding data protection obligations to all key companies. This will be a quick and, for many, surprising change. Despite this, the thinking that “it doesn’t concern us” still prevails. However, in today’s reality, attacks, ransomware, and incidents are not a matter of “if,” but “when.”
It’s also worth emphasizing that although the price of storage per terabyte is regularly decreasing, maintaining a consistent, secure data environment still requires investment—in people, procedures, and technologies.
Furthermore, a new, dangerous illusion has emerged: that migrating to the cloud—for example, to Microsoft 365 or Azure—relieves the organization of responsibility for backup. This is a myth. The responsibility for data protection and recovery still lies with the client. Cloud providers are responsible for the infrastructure, but not for user data.
Less Sometimes Means More
In an era of relentless cyberattacks, information security is of fundamental importance. What matters is not just the backup itself, but also the speed of reaction, reliability, readiness for change, and ease of management. Equally important are: intuitive device operation, universality, and seamless integration with both local infrastructure and the public cloud.
Our approach focuses on maximizing the simplification of IT systems. On one hand, we provide comprehensive data protection; on the other, we reduce the need to maintain separate backup systems, which are often expensive and complicated to operate. We operate on the principle that sometimes, less means more.
Storware Backup Appliance is a ready-to-use device that integrates hardware with software. Setup takes just a few minutes, and configuration and daily operation are almost maintenance-free.
The solution is based on the ZFS file system, which guarantees: data integrity, advanced compression, easy snapshot creation, and deduplication providing up to 5:1 space savings.
Backups are performed synthetically, and the appliance’s architecture allows for efficient operation even under heavy load—the only potential limitation is the client’s network infrastructure.
Storware Backup Appliance is available in three variants: SBA 1020 (maximum capacity 100 TB), SBA 2050 (up to 250 TB), and SBA 2100 (up to 500 TB). The solution not only secures data but also ensures its efficient storage. Thanks to ZFS deduplication, it’s possible to achieve up to 5:1 space savings. Backups are created synthetically, and the appliance’s architecture allows for efficient operation even under heavy load—the only potential bottleneck might be the client’s network infrastructure. Expected performance is approximately 0.5 TB per hour for a 64 KB block or 7 TB per hour for 512 KB.
Do It Yourself? Not Necessarily
An alternative to ready-made backup solutions are so-called DIY backup appliances—environments created and configured independently by IT teams, often based on existing infrastructure. This approach might seem cost-effective, but in practice, it involves greater complexity, risk, and a lack of unified technical support.
In the event of a failure, there’s no single point of contact—the responsibility for analyzing and solving the problem falls entirely on the internal team. This requires not only specialized knowledge but also the availability of people and resources 24/7.
DIY can be a good choice for organizations with large IT teams and very specific requirements. For most companies—especially those prioritizing simplicity, security, and reliable support—complete platforms provided by specialized vendors are a better solution.
Every Storware appliance is prepared individually—with a pre-installed and configured operating system, backup environment, and optimal settings. Once connected to the infrastructure, the device is ready to work—without time-consuming configurations and the risk of errors. The solution is based on enterprise-grade components: server processors, ECC memory, and disk systems optimized for intensive write operations and data deduplication. This is not just an ordinary server, but a specialized environment for data protection.
Of particular note is Paranoid Mode—a unique, proprietary RAID configuration that ensures continuous operation even in the event of a simultaneous failure of four disks. The automatic failover mechanism works automatically—without the need for administrator intervention.
Storware Backup Appliance supports a wide range of environments: virtualization (VMware, Hyper-V, KVM, Citrix, Nutanix, VergeOS), clouds (AWS, Azure, Google Cloud), container platforms (OpenShift, OpenStack), and physical infrastructure. One device provides consistent protection for all these environments—physical, virtual, and containerized—from a central point.
Security and Simplicity – Storware Backup Appliance in Practice
Modern IT environments demand solutions that are not only effective but also as user-friendly as possible and secured at multiple levels. Storware Backup Appliance demonstrates how these goals can be achieved in practice, based on the Zero Trust philosophy, intelligent automation, and a high level of component integration.
One of the key security elements in this solution is the use of the ZFS file system, which ensures not only data integrity but also effective protection. Data is stored by default on an encrypted ZFS pool, which is not automatically decrypted after a restart—physical password entry by the user is required.

The system also utilizes a TPM module, which enables automatic decryption of system partitions and those containing the library and database. This ensures the device remains fully operational, while simultaneously preventing an attacker from reading stored information if the disks are physically seized. Data access is secured in multiple layers. The end-user receives a 20-character encryption key, and for technical support, access to deeper system layers requires additional login credentials—complex passwords and 2FA authentication, available only to selected individuals within support and sales structures. The entire procedure is centrally documented, and access to the most critical components is secured with additional passwords and physical keys. This approach—though it may seem overly cautious—effectively prevents unauthorized access, even in the event of physical seizure of the device.
Storware Backup Appliance proves that a high level of security doesn’t have to mean complexity. On the contrary—properly designed mechanisms integrating encryption, access control, and automation create a system that is simultaneously easy to use, resistant to physical attacks, and compliant with best security practices.
About Storware
Storware is a backup software producer with over 10 years of experience in the backup world. Storware Backup and Recovery is an enterprise-grade, agent-less solution that caters to various data environments. It supports virtual machines, containers, storage providers, Microsoft 365, and applications running on-premises or in the cloud. Thanks to its small footprint, seamless integration into your existing IT infrastructure, storage, or enterprise backup providers is effortless.
About Version 2 Limited
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.


5 Creative Ways MSPs Can Book Meetings at Conferences

There are so many amazing MSP events and conferences to attend. But events can be quite overwhelming, especially the larger ones, where thousands of other MSPs and IT professionals are competing for the same clients and territory. It’s easy to get lost in all of the noise, unless you have a plan.
Hopefully, your calendars are fully booked with meetings in advance. But don’t stress, if they’re not. We’ve curated a list of 5 creative networking techniques to help you cut through the noise, build more meaningful relationships, and turn random encounters into lasting business opportunities. Ready? Let’s plan for success.
Technique #1: The 404 Approach
Print small signs that say “404: Meeting Not Found” and place them along rows of empty chairs, food tables, or random spots throughout the venue with a QR code. Not only is this creative and unique, but it’s also a great way to boost personal brand awareness.
When people scan the QR code, direct them to a personalized landing page with a funny and convincing message that would entice a potential prospect to book a 15-minute meeting. Don’t just direct them to your LinkedIn profile; give them a memorable experience.
Add a calendar link right below with a call to action like:
“Let’s turn this 404 into a 1:1.”
Be creative. Look outside of your industry for more inspiration.
This technique will help you draw attention and stand out.
Technique #2: The YouTube Interview Method
You don’t need to be a mega YouTube celebrity or drag heavy cameras and equipment to conduct 2-minute interviews. Your phone is good enough, and it’s spontaneous. Ask your prospects questions about their current tech stack and what they love or hate about it. Ask a question about MSP pricing, and what they would do if budget weren’t a barrier, or which tools they are desperately trying to replace.
Both questions bring you closer to understanding their unique pain points, and by default, position you as someone who listens before pitching solutions.
If you conduct these short interviews for 30 minutes, you’ll have plenty of interested prospects in the pipeline to follow up with after the conference.
And speaking of YouTube, here are 11 Valuable YouTube Channels Every MSP Must Follow for tips on pricing strategies, professional reviews of cybersecurity tools, and how to sell your services like a pro.
IMPORTANT NOTE: Always ask the people you plan on filming for permission, and be respectful if they say no.
Technique #3: The Charging Station Chillout
Charging stations are the unofficial networking lounges of conferences. This is where you can introduce yourself, spark casual conversations, and connect with prospects while their phones are charging.
The person’s battery may only be 17% charged, so you’ll have plenty of time to make a strong impression and possibly continue the chat over a scheduled meeting later.
Want to know what else you can discuss? Whether they have strong endpoint security and device posture as charging stations with open Wi-Fi are prime targets for malicious actors who could be nearby, silently launching a calculated Man-in-the-Middle (MiTM) attack as you exchange LinkedIn details or use a calendar app to schedule a meeting for later on.
Ask if they have any strategies in place to protect devices when they’re on public networks, like the one you’re both recharging your phones at. If they answer “yes”, follow up with whether third parties they work with share the same security protocols, especially when accessing sensitive data remotely. Make a joke about it to help the conversation flow and lighten the mood.
Technique #4: The Escalator Pitch
What can you say in under a minute? A lot.
Use a 30-second pitch as you ride the escalators. Keep it short, to the point, and ask open-ended questions. Do not pitch your services. Focus on what they’re looking forward to seeing at the event, but make sure you ask them a question that will pique their curiosity.
Tell them about an interesting and exploding thread you came across on a particular Subreddit, and get their thoughts on the subject. You can do this within 15 seconds or less. Let them know you’d be happy to carry the conversation later on, and actually follow up. Don’t make the mistake of not following up, because that brief but valuable moment will disappear just as fast as it happened.
By the end of the day, people can barely remember who they had lunch with, let alone a 15-second chat by the escalator. Follow up. Some of the best connections and closed deals happen between floors and in the hallways, not in the meeting rooms or event floors.
Technique #5: The Keynote Speed Date
Keynote sessions are a big part of conferences. Not only are they valuable for insightful takeaways, they are also perfect opportunities to network with potential prospects.
Arrive early, and start talking with people around you. Take down their details before the session begins and ask them their thoughts on the topic of the session. Once again, your key objective is not to sell them anything, but to uncover any challenges they face related to the topic.
AI is a huge topic, and typically the focal point of many keynotes nowadays. Take the opportunity to ask potential clients how they use Gen AI tools in their organizations, such as with help desks, ticketing, or user provisioning. Ask how many employees they manage to get a sense of the organization’s type and scale. Once again, do not sell your services.
Your goal is to build meaningful conversations before the speakers take the stage, and aim for meetings or dinners after the conference has ended.
There you have it. 5 creative and unique ways to book more meetings with potential clients and get the most out of your conference experiences.
And speaking of meaningful conversations, the Guardz team will be at IT Nation Secure 2025, from June 2-4 at the Gaylord Palms Resort & Convention Center in beautiful Orlando, Florida.
Make sure you stop by Booth #504 and say hello.
About Guardz
Guardz is on a mission to create a safer digital world by empowering Managed Service Providers (MSPs). Their goal is to proactively secure and insure Small and Medium Enterprises (SMEs) against ever-evolving threats while simultaneously creating new revenue streams, all on one unified platform.
About Version 2 Limited
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.
















