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…

As our workplaces undergo unprecedented changes, service desks continue to play an integral role in enhancing service delivery and remain a significant driver of improving user experience. In simple words, a service desk is a single point of contact to handle communication between the service provider and users for managing service requests and incidents. It…

As organizations increasingly rely on IT infrastructure and services to deliver business value to their customers, it’s critical to maintain service health and continuously monitor IT systems. Moreover, organizations deal with increasingly complex IT environments with diverse systems and components across computing, networking, and storage. IT incidents can arise no matter how diligently planned and…

Software updates and patches are of critical importance because they can protect your systems and applications from vulnerability to malware, bugs, and other major issues. If you often ignore or postpone recommended patches, you can put your systems at risk. But ensuring all systems have been patched adequately can be challenging and time-consuming—if you don’t…

A database management system helps with centralized storage for the data an organization holds. Compared with storing data in multiple, unconnected databases, a database management system (DBMS) focuses on providing one single tool for handling all your data. Therefore, a DBMS is an important tool to fight data silos. Data silos happen when you store…