36 01732 759725 Phoenix47 to transform IT support desk with AI powered knowledge agent Phoenix47, a global IT infrastructure service organisation, is launching an AI-powered knowledge agent designed to help organisations deliver faster, more consistent and more resilient IT support. Trained on five years of real world support calls and built around an organisation’s internal knowledge, systems and processes, Fusion47 creates a single, trusted source of truth and delivers accurate, context specific and operationally aligned support case resolutions based on how an organisation actually works. It understands how issues have been fixed before, where common pitfalls occur and how to guide engineers through resolution step-by-step. In this way, it augments and upskills IT support teams instead of replacing them. Phoenix47 estimates that the AI agent makes support teams up to 65% more efficient by improving Time to Fix (TTF) and Mean Time to Repair (MTTR) and reducing reliance on expensive legacy platforms. Seamless integration with Microsoft technologies and enterprise platforms such as ServiceNow, Jira, SAP, Microsoft Teams and Slack enables it to act as a centralised knowledge brain that retains institutional knowledge regardless of staff turnover. … MSP playbook launched by Hornetsecurity Global cybersecurity provider Hornetsecurity by Proofpoint has launched a new playbook of clear, actionable strategies that MSPs can use to scale their organisations at a time of accelerating agentic AI adoption. The MSP Playbook for Working Smarter, Not Harder includes guidance and practical frameworks in key areas such as vendor consolidation, effective onboarding, incident response, ongoing customer management and, with an entire chapter of its own, AI. Head of UK Partner Management Stephen Simons said: “AI is already changing the conversations MSPs are having with their clients. Businesses need advice on where AI fits, how employees are already using it, and what guardrails should be in place. For MSPs, this is a chance to strengthen their role as strategic IT consultants, helping clients move from AI experimentation to clearer governance and real business value.” https://www.hornetsecurity.com/en/ msp-playbook/ … N-able integration brings automated backup ticketing to HaloPSA Building on existing integrations between the two companies, N-able has announced a native integration between Cove Data Protection and HaloPSA that enables backup alerts to be incorporated into PSA workflows for faster triage and response. The ability to automatically generate tickets for backup issues within HaloPSA enables a faster, more consistent response while reducing operational overhead by keeping work within the service desk and enriching PSA processes with actionable backup intelligence. Chris Groot, General Manager of Cove Data Protection, said: “It’s crucial to have real-time visibility into backup issues and failures, not delayed alerts or manual processes. This integration brings Cove’s real-time backup intelligence into HaloPSA’s platform, helping to ensure critical issues surface immediately in the tools MSPs depend on to provide exceptional service, protect customer data and maintain business continuity.” Alex Golden, Head of Product at Halo, added: “PSA platforms are the operational nerve centre for MSPs. When backup issues are buried in email alerts, response slows and risk grows. This integration puts backup alerts into HaloPSA workflows, helping MSPs act sooner, improve service delivery and protect continuity for every customer.” https://www.n-able.com/integrations/halopsa … Closing gaps in security coverage Synack is helping to close security coverage gaps and provide continuous security validation by adding Sara AI Pentesting to the Synack PTaaS Platform. Standing for Synack Autonomous Red Agent, Sara introduces a new model for security testing that combines agentic AI reach and scale with human expertise to deliver continuous, high-confidence validation of real-world risk at scale. Commenting on the difficulties of security testing today, Jay Kaplan, CEO and Co-founder of Synack, said: “The problem isn’t a lack of tools, it’s a lack of coverage. Attack surfaces are expanding faster than organisations can test them, while AI is accelerating how vulnerabilities are discovered and exploited. Sara AI Pentesting changes that equation by expanding coverage with AI and then using human validation to ensure that what’s found actually matters.” Sara enables penetration testing to operate at the speed and scale required to match modern attack conditions at a fraction of the cost and several times the frequency of a traditional pentest. www.synack.com … Zyxel Networks tackling shadow AI with GenAI Protection Zyxel Networks, a leader in cloud networking solutions, is introducing a new GenAI Protection solution designed to help MSPs and SMBs safely adopt generative AI technologies. The solution combines USG FLEX H series firewalls, giving admins visibility into traffic and bandwidth usage to identify unusual activity and the ability to block all GenAI applications with a single click or selectively allow approved services, with access to a separate GenAI monitoring and control platform from Heartbot AI. The AI startup’s AnyInsight.ai cloud-native AI Application platform provides a unified, cloud-native TECHDIGEST Paessler enhances PRTG platform’s incidence response capabilities Paessler, a leading provider of IT and OT monitoring software, is expanding the network visibility and incidence response capabilities of its PRTG monitoring platform with the acquisition of UVnetworks. By providing real-time visibility across IT, OT, IoT and cloud environments, PRTG already enables IT teams to see when something is wrong. Now, with the addition of UVnetworks’ UVexplorer solutions, it is able to give IT teams the network context they need to investigate issues faster, reduce mean time to resolution and prevent cascading outages before they impact business operations. UVexplorer provides automated Layer 2, Layer 3 and port-level network topology mapping for faster root cause identification; dependency visualisation to aid understanding of upstream relationships and downstream effects; continuous tracking of network changes through configuration backup, comparison and change monitoring; and a unified operational view of monitoring and network context. Jason Teichman, CEO of Paessler, adds that the combined platform establishes a foundation for future AIassisted root cause analysis and automated remediation workflows by providing the network context required to make monitoring systems more intelligent and actionable. He said: “Modern infrastructure is increasingly distributed, interconnected and difficult to troubleshoot. Bringing UVexplorer into PRTG adds critical topology, dependency and change intelligence directly into the monitoring workflows teams already rely on. With PRTG and UVexplorer, Paessler is building a more context-aware foundation for the next generation of AI-assisted monitoring and incident response.” www.paessler.com Jason Teichman
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