Breaking down information silos

Organizations use heterogeneous systems that end up creating information silos. For instance, the customer help desk, IT service desk, and developers could be using different tools that are not integrated in any way to share data. Therefore, a customer may complain about a suspicious issue with a service that may be buried in help desk tickets. The ticket might eventually fail to be resolved correctly or escalated to the IT department on time. In the worst cases, the suspicious issue could end up being an attack on customer accounts or software. The use of disconnected and unrelated systems in organizations often leads to inefficiencies in the flow of information that might be critical in cybersecurity.

Therefore, the best way to break down information silos is by using systems that can be integrated. Some vendors are already building products that can be interconnected with services from other companies. For instance, Jira Service Desk, which is...