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

InvGate

Time to Resolution: What is it, Why You Need it, And How to Calculate it

Apr 17, 2023 By Brenda Gratas In InvGate
Ready, set, go: when it comes to customer service, it's a race against the clock. Customers expect lightning-fast responses and complete solutions to their problems. But what happens when your help desk can't keep up with the pace? The answer is simple: frustration, dissatisfaction, and potentially lost clients. That's why measuring and improving Time to Resolution (TTR) is crucial. As a customer, there's nothing more irritating than dealing with a slow or ineffective help desk.
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nexthink

The Ultimate Guide to Software License Optimization

Apr 14, 2023 By Sean Malvey|Megan Brake In Nexthink

Software License Optimization is an important and expensive part of IT’s remit. The SaaS industry alone is expected to generate 883.34 billion by 2029, as the use of SaaS applications moves from common to ubiquitous. The workplace is now primarily digital, and many businesses either are, or are moving to entirely cloud-based systems. Yet this proliferation of cloud-based SaaS applications alongside existing on-prem applications creates complexity for IT teams.

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InvGate

9 Ways to Do Proactive IT Support - And Switch From The Break/Fix Model

Apr 14, 2023 By Melisa Wrobel In InvGate
As organizations become aware of the importance of proactive IT support, many IT support teams are adopting a more strategic approach to manage their workload and infrastructure. However, some companies are still using the traditional break/fix model, where IT professionals are only called upon when something goes wrong. But having a reactive approach can lead to prolonged downtime, higher costs, and a frustrated workforce.
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Infraon

Future of software license management - Trends and innovations to watch out for

Apr 13, 2023 By Arun Prasath R In Infraon
In today’s era of ubiquitous SaaS, software license management has become crucial for organizations that heavily rely on technology. Just to give a quick rundown, it entails closely monitoring and tracking software licenses to ensure that they possess the necessary licenses to meet current and future requirements. It is currently a bigger need than ever before, considering that the need for going fully remote has already proven to be a quick and devastating reality in recent years.
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almaden ai

Driving Success: Almaden at Arklok's Sales Convention in São Paulo

Apr 13, 2023 By Almaden AI In Almaden AI

On April 5th and 6th, 2023 Almaden participated as a sponsor at the Arklok´s Sales Convention, which took place in São Paulo. Arklok´s Sales Convention was an exciting and energizing experience, and we were thrilled to be a part of it. We were able to connect with Arklok’s sales team, share insights and best practices, and explore new ways to collaborate and grow our businesses together. During the event, Almaden had the opportunity to showcase CIQ® SmartCenter™.

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servicenow

Developing a culture of observability

Apr 13, 2023 By Doug Odegaard In ServiceNow

In the race to attract and retain customers, businesses must deliver great customer experiences, release reliable products fast, and scrutinize costs to achieve consistent growth. That can either be a well-oiled machine or a tangle of disjointed communications and workflows that frustrate customers, employees, and management alike. By developing a culture of observability, you can have a framework that harmonizes the experience for everyone.

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Analytics Plus webinar: The 5-step plan to establish capacity planning for your IT

Apr 13, 2023 By ManageEngine In ManageEngine
To stay profitable in these competitive times, organizations need to ensure sustained operations and scale at opportune times. Capacity planning can act as an integral cog in this process. Effective capacity planning helps business leaders ensure uninterrupted and optimal operations and services—elements that are vital for business sustainability and profitability. Capacity planning also sheds crucial insights into organizational shortcomings and cost drains, allowing leaders to course correct and streamline operations.
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InvGate

Patch Windows Common Log File System Driver Vulnerability (CVE-2023-23376)

Apr 12, 2023 By Brenda Gratas In InvGate
As the digital world becomes more interconnected, cyber threats evolve and become more sophisticated, putting businesses and individuals at risk. On February 14, 2023, Microsoft announced a critical vulnerability in the Windows Common Log File System (CLFS) driver, known as CVE-2023-23376. This vulnerability allows attackers to elevate privileges and gain unauthorized access to sensitive data, potentially resulting in severe consequences for affected systems.
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