Month: July 2021

Most modern businesses rely on a complex array of software to carry out day-to-day tasks. Employees might need to use an office suite and project management software, private email, remote support tools, and much more. All that business-to-business (B2B) software usually requires you to purchase multiple licenses. Managing all those licenses can be a full-time…

Help desk software is critical to any business that provides support services. Without such a solution, your employees won’t be able to close tickets efficiently or track customer satisfaction. Ultimately, this can lead to you losing some of your best customers. Help desk software can be one of your most powerful tools for increasing customer…

Today, businesses require higher agility to respond to a fast-changing business environment. Most companies are focused on either building products leveraging digital technologies or using cutting-edge tools to scale up their IT infrastructure. IT teams are always overburdened with numerous tickets—these can include simple installation requests and upgrade requirements as well as complex security incidents…

Reporting is an essential IT service management (ITSM) practice. It helps organizations identify customer satisfaction levels, training requirements, and problematic areas hampering the quality of support services. As these reports include a huge amount of metrics related to data trends, ticket volume, change success rate, first call resolution rate, and response time, it can be…

For effective log management and overall system security, organizations need to strategically implement security information and event management (SIEM). SIEM software offers insights into your corporate IT environments with the aid of features like historical log data analysis, threat detection, compliance reporting, sophisticated analytical capabilities, and a user-friendly interface and dashboard. To help you pick…

Troubleshooting is usually an important part of the incident management process. As such, curating reliable support articles can be a powerful asset. However, creating a comprehensive database can be tricky, even with the help of specialized software. Fortunately, there are a few user-focused steps you can take to bring your resources to the next level….

Amidst the global pandemic, government regulations and work-from-home policies have forced businesses to increase their digital investments. They’re delivering products and services with a higher degree of automation and have to support a large distributed, remote workforce. As a result, businesses need a higher degree of integration across customer-facing and internal websites, portals, field service…