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The latest News and Information on IT Service Management, Service Desk and related technologies.

InvGate

14 Steps for a Solid Digital Transformation Strategy in 2024

Dec 26, 2023 By Sophie Danby In InvGate
Read any IT blog or article; chances are digital transformation is mentioned. But here's the thing - everyone talks about the need for it, but how do you get started? How do you make sure it actually delivers value to your business? The reality is that many projects fail due to scope creep, resistance to change, or unforeseen costs. In short, for your initiative to be effective, first you need to understand what the process encounters. And then you must have a solid plan to follow.
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Velocity TE and Pro Glove Integration

Dec 26, 2023 By Ivanti In Ivanti
In the June 2020 edition of Wavelength Wednesday, a technical webinar series, the focus is on velocity integration and optimization with the Pro Glove. The session also covers Neurons MDM user device and enrollment settings. Pascal, a senior sales engineer, demonstrates the integration of Velocity, TE, and Pro Glove, emphasizing the benefits of the Pro Glove scanner. Participants can download a demo kit with configuration guides.#WavelengthWednesday #VelocityIntegration #ProGlove #NeuronsMDM #ProGloveScanner.
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motadata

Essential Help Desk Metrics & KPIs to Measure Performance

Dec 26, 2023 By Himali Salot In Motadata

Does your business have a help desk in place? Are you tracking its performance? Knowing which metrics and KPIs to measure can differentiate success and failure. This article will explore the essential helpdesk metrics and KPIs and how they can help you optimize customer service. The help desk is responsible for providing support to employees and customers who need assistance with technical issues.

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solarwinds

Exploring Amazon Bedrock to transform ITSM customer experiences in SolarWinds Service Desk

Dec 21, 2023 By Sean Sebring In SolarWinds
Practical IT Service Management (ITSM) can be challenging when considering the growth of users and services to support. Additionally, ongoing trends in distributed enterprises with remote workforces, hybrid cloud, and cost-based pressures force companies to do more with less. Atop the usual demands, ITSM teams increasingly expect integrations with observability and security, giving IT support teams a single pane of glass across their roles and responsibilities.
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InvGate

Rogue Device Detection in 5 Simple Steps

Dec 21, 2023 By Emiliano Pardo Saguier In InvGate

Rogue devices are sneaky intruders that can threaten your network security. How would you feel if someone quietly crept up to your door night after night? Just as it would unsettle you in the real world, rogue devices do the same in the digital one. The difference is that, in the digital space, an IT Asset Management (ITAM) strategy stands guard.

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startingpoint

Customer Satisfaction Workflows: Why They Matter & Key Elements

Dec 20, 2023 By StartingPoint In StartingPoint
Customer satisfaction workflows play a critical role in delivering exceptional experiences. The efficiency and effectiveness of these interactions mold the overall experience. Think of these workflows as a synchronized machine that manages customer interactions routinely. The objective is clear: to meet and exceed customer expectations consistently. With effective design and implementation, these customer satisfaction workflows can transform the customer journey, enhancing your brand's reputation.
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How to Transform IT Service Management with Generative AI

Dec 20, 2023 By Ivanti In Ivanti
It’s no secret that AI and automation can help IT teams reduce workloads and accelerate service delivery — in fact, Ivanti research shows that 92% of IT workers find automation necessary to be efficient at their job. However, when it comes to the use of generative AI, IT professionals are not convinced: 56% believe that it will benefit employers more than employees. Some of this scepticism comes from lack of clarity around gen AI plans and applications in the organization.
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