Learn how one Financial Institution stopped a flood of recurring IT tickets in its tracks with an automated 1-click fix When an L1 agent faces a mounting pile of IT tickets, it is hard to be anything but reactive. They need to resolve the issue as fast as possible and restore employee productivity. But when it comes to resolving the same IT ticket over and over again, no Service Desk team should have to do that more than once.

If your employees’ collaboration tools are out of date, they are out of luck. As employees continue to work remotely, they, as well as hybrid and in-office employees, heavily rely on digital collaboration tools. Picture it. If all the applications on your device went down, the first ones you would notice would be your digital collaboration tools. So, if they crash, employees will be impacted almost instantly.

If the Service Desk sees IT tickets pile up around a particular application, their first thought will be to identify and troubleshoot a recent issue or bug. However, employee frustrations aren’t always from technical failures and those tickets can be much harder to diagnose and resolve.

How do you measure the success of your IT service delivery if you’re not closely monitoring the numbers that dictate the efficiency and effectiveness of an organization’s service delivery? As IT leaders, you need to measure the performance of service desk processes by tracking critical ITSM metrics to understand the impact on overall business goals. Many IT service management (ITSM) metrics can give you a clear picture of where you stand on the IT service delivery podium.

There are several types of maintenance used by organizations, some of them are proactive and some are reactive in nature. However, several organizations do not know which type of maintenance will be suitable for their business. In this blog, we will learn about corrective maintenance and the objectives of corrective maintenance. Will this maintenance be good for your business? So, without wasting any time let us begin!

We know that facility management is not an easy task. If your organization is managing its facility easily then your organization is functioning in an effective way. But if you are not then it is ok. Lots of organizations are struggling with facility management. The main reason is that they are managing it manually since there are lots of assets that need to be managed. Thus, it is not a simple task. But you can simplify facility management. How? You can use CMMS for facility management.

Digital business is an imperative for 21st-century companies. Increasingly, organizations are directing investments toward technologies that deliver outcomes fast and enable more resilient digital business models. In this landscape, incidents such as software bugs, power outages, or downed networks have major consequences that affect both revenue and customer loyalty.

In huge organizations where maintenance is a major part of asset management. Two of the most advanced methods used for asset maintenance are predictive maintenance and condition monitoring maintenance. A lot of people use these two maintenance in one place or another. However, there is a huge difference between them. What is the difference? We will also show you a chart. Predictive maintenance vs condition monitoring maintenance. that we will discuss in this blog.

No matter what industry you’re in, your customers’ expectations have permanently shifted. Customers expect consumer-grade experiences that are frictionless, delightfully designed, and valuable for their needs. “Consumer-grade experiences” are associated with the best consumer companies, such as Apple, Netflix, and Amazon. These companies famously put the customer at the center of everything.

As the world enters the post-pandemic era, employers and IT teams face a variety of new challenges. Some should be high on the long-term priority list. Others need to be addressed immediately. Here’s a snapshot of what we’re facing: Addressing one or two of these challenges isn’t enough. Success for the Everywhere Workplace means IT navigating all these challenges – and more – simultaneously amid considerable uncertainty.

As we all know that the barcode was invented in 1966 And utilized in business but it was widely used after 1970. However, it became a revolutionary asset tracking technology as it was effective and helpful in keeping track of inventory and assets. Later barcode inventory management system was built to improve data accuracy and its advanced version QR (Quick Response) Code is also launched which was also successful among businesses for asset tracking and marketing purpose.

How a US-based consumer goods company reduced ticket count related to performance issues on macOS devices using Chrome as part of their digital collaboration platform. Thanks to digital collaboration tools, the world continues to evolve and accept new hybrid working styles. Today, reliance on these instant messaging, video calls, and conferencing tools has turned collaboration solutions into the lifeblood of modern business productivity and collaboration.

IT project management, like every other discipline in modern business, is heavily dependent on technology and data to be effective. Unlike other disciplines, however, technology has not had a significant impact on how project-management processes are performed. The same activities that were once done manually are now supported by software to improve efficiency.

Prescriptive maintenance is one of the less-known maintenance types. However, this maintenance is proactive maintenance and for some industries, it is more effective than predictive & preventive maintenance. In this blog, we will know what prescriptive maintenance is and can you use this maintenance type in your business? So, without wasting any time let us begin!

In huge manufacturing units, there are lots of assets and machinery that are helpful in running the day-to-day operation. In case, if these assets stop working due to any reason, then huge problems can occur. One of the biggest examples of this type of asset is the conveyor system. This asset speeds up the manufacturing process and helps organizations to send items from one workstation to another. If the conveyor system does not work, then a work delay will occur, and chaos will take place.

To modernize how organizations do business worldwide, they are adopting AI along with digital technologies. By doing so, companies strive to enhance productivity and efficiency and innovate new customer and employee experiences that will improve competitiveness. Organizations and their leaders must adopt a transformational and holistic mindset to succeed. They need a digital transformation that solves customer experience for multiple service queries.

Asset management does not always mean repairing assets when they are broken. It is important that you have assets to utilize when it is required. Hence there are several asset management challenges that occur in the entire process. An organization faces lots of asset management challenges while using assets. What are those challenges? That we will discuss in this blog. So, without wasting any time let us begin! But first, let us know what asset management software is!

I’m excited to announce Gartner has named ServiceNow the AIOps worldwide market share leader.1 We believe this confirms that ServiceNow® Predictive AIOps delivers on the promise of proactive IT. AIOps helps organizations drive resilience, efficiency, and proactive IT operations at scale. By distilling signal from noise, ServiceNow AIOps helps organizations better identify root causes and facilitate faster remediation.

If you talk to any Service Desk agent, they will agree there has been an explosion in IT tickets since the transition to remote and hybrid work. Even now, there are growing challenges preventing them from being able to reduce IT incidents. In the last year, average ticket volume has risen by 16% since the pandemic, stressing already overtaxed help desk agents. This increase in tickets has led to wasted resources, poor IT service delivery and frustrated employees.

Businesses today operate in a highly dynamic environment. And it’s safe to say that over the last couple of years IT departments have witnessed an unprecedented change. While digital transformations have been among the key initiatives for most organizations, covid 19 catapulted enterprise digital transformation to become the top priority for many businesses. With this shift, the IT department has taken center stage.

Maintenance does not always mean repairing your assets and equipment but lots of organizations think in that way. As we know repairing assets can be costly, so organizations keep using assets until asset breakdown. As a result, they have to pay more maintenance expenses. But with a condition monitoring system, you can always keep your assets maintained. In this blog, we will know what a condition monitoring system is and what are the advantages this system provides! So, let us begin.

We have gone through several definitions of IT service management and service management, but the meaning of ‘service’ is still not clearly stated. So, when you ask – What is service? Everyone has their assumptions and answers according to their experience. But as the global economy is growing day by day, service plays a vital role in shaping the economy. And you need the right and perfect answer – What is a service?

Cybersecurity is on the mind of every business leader, and for good reason: The number of data breaches rose 24% between 2020 and 2021, according to global ThoughtLab research co-sponsored by ServiceNow. Organizations everywhere need advanced security programs to navigate today’s fluid threat landscape. Here are three ways to help do that: 1. Create a framework Customers are increasingly concerned about data security.

We’re delighted to share that Ivanti has been named a leader in the Omdia Universe Enterprise Service Management (ESM) Report for 2022-2023 . Omdia’s annual report aims to evaluate high-quality ESM solutions available in the market to support both IT and business leaders in selecting the right ESM platform that best meets their needs and long-term goals.

Still, there are lots of organizations that struggle in their daily operation. The reason is assets are not performing as per the expectation, or sudden asset failure occurs frequently. When assets are maintained, asset performance is optimized, and asset life is increased as well. Furthermore, it decreases sudden asset failure, so productivity increases. In the market, there are lots of options available which can help in asset maintenance. One of the options is CMMS software.

Fintech companies around the world are transforming how financial services are delivered. Nowhere is that more apparent than in customer service, especially around complaints, disputes, and fraud operations, with new entrants redefining what good looks like. Australian firms such as Afterpay, the buy-now, pay-later giant acquired by Square, have succeeded by offering new products and experiences in line with consumer preferences for simple, intuitive, streamlined services.

Lots of organizations are in a dilemma about which type of maintenance they should use in their business. In this blog, we will know what preventive maintenance and corrective maintenance are and what are the differences between them! So, without wasting any time, let us begin!

Claiming that SaaS is the future is a broad statement until you take a second and look around you. Be it for your business or everyday needs, every problem has one or more SaaS solutions to solve them. People today are well aware of this growing reality that simpler, cheaper SaaS solutions are available all around them to make their lives easy.

Knowledge managers have an ongoing challenge: They want to encourage customers to self-serve and quickly find answers to their questions. They also want to minimize frustration if customers can’t quickly find an answer. Delivering great self-service is key to customer experience. It’s in everyone’s best interest if a customer doesn’t open a case (or incident). But where is the line between keeping your customer happy and causing undue delays?

If an IT ticket is submitted, then it’s already too late. But what if you could get ahead of the pile up, reduce IT tickets, and solve issues before the tickets ever appear? Digital workplace technology is evolving fast, fueled by the post-pandemic realization that IT is vitally responsible for the productivity and satisfaction of modern organizations. But it’s not all going to plan.

Organizations cannot rely on a single source of data on which to base their entire cybersecurity strategy – particularly their vulnerability management programs. Case in point: The National Vulnerability Database, or NVD. This publicly available database of known vulnerabilities covers an enormous array of all the different vulnerabilities that currently affect applications, software and hardware applications.

Remote work, the Great Resignation, political and social unrest. The past few years have flipped the talent landscape on its head, and employees are rethinking what they want from work. At the same time, companies know they need to recruit, develop, and retain a workforce that can respond to evolving business demands. As the relationship between an employee and employer evolves, talent strategy must get personal.

There is a lot of inventory in the hotel, which is why inventory management cannot be ignored. Inventory management is an essential part that must be done in the right way otherwise hotels might face lots of issues! Stock Management assumes a decisive part in the upgrade of productivity and intensity of business endeavors, additionally, it assists with setting aside cash, saving time, and incrementing stock accuracy.

As an organization, you might have witnessed the problem of internal devices diagnosed with a problem, and your IT department will take a lot of time to resolve the issue. Of course, the problem might be anything, but the lack of proper IT management will cost you massive productivity loss and revenue loss. In addition, this whole scenario will cause a delay in service delivery and service management. Therefore, an organization must solve the problems in a specific timeline.

The invasion of Ukraine has been difficult to watch, and unimaginable to live through. While the primary global focus is, as it should be, on peace and safety, it’s also critical for enterprises to prepare for the likely inevitable Russian cyberattacks.

Modern digital experiences play a major role in how government agencies serve their communities. Digital enhancements can streamline processes, improving reliability and accessibility for employees and citizens. Both groups need to access services through multiple channels. Modernized solutions that enhance employee experiences can improve service delivery across the board.

In November 2021, a record 4.5 million workers switched jobs, topping the previous record set in September 2021. If there’s a side story to the global pandemic, it’s The Great Resignation. This phenomenon has companies spending more than ever to retain their human capital, with less and less to show for it.

No matter what business or industry you’re in, you want your business partners to deliver. Sometimes what we get is unexpected: toxic ingredients, software bugs, data breaches, sketchy hiring practices, unvetted subcontractors. As hundreds and even thousands of third and fourth parties become more integral to business, your risk posture and success trajectory are heavily influenced by your partners’ business practices. That’s why you need automated third-party risk management.

Condition-based maintenance is helpful to organizations as it helps in decreasing downtime. It is not easy to implement but once implemented successfully then this maintenance will provide several benefits. What are the challenges that occur while implementing condition-based maintenance and how can you overcome those challenges? That we will discuss in this blog, but first let us know what condition-based maintenance software is!