5 Quick Tips About Business Intelligence

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Finding ways to use data analytics to accurately measure success is becoming more important in many phases of business, and the IT service desk is not immune to this trend. Organizations are increasingly emphasizing reporting functionality in the service desk so they can use staffing resources as effectively as possible, plan training effectively and better anticipate the impact that various IT strategies will have on support teams.

Getting the analytics functionality needed to leverage these capabilities is made much easier when organizations implement a service desk with integrated business intelligence tools

3 Common Misconceptions About the Service Desk

Service Desk

An IT service desk is an integral tool in helping organizations handle more complex technical environments while still delivering business value. Deploying a service desk that delivers this sort of return hinges on a business finding the right solution for its specific needs. The result is an environment in which you need to not only understand what service desk solutions can accomplish, but also avoid falling prey to common misconceptions.

Three especially prominent misconceptions about service desk solutions are:

3 Ways to Improve Change Management in Manufacturing

Change management

Manufacturers face unique challenges when supporting day-to-day operations because operations technology and information technology interact so closely with one another. The end result is an environment in which some integration is necessary, at least on a process level, to ensure that various day-to-day tasks are properly aligned to ensure smooth functionality. This is especially true when it comes to making changes to the factor configuration, be it the IT setup or facilities-related systems.

Optimizing your change management capabilities in light of operational requirements can make it much easier to meet day-to-day needs everywhere from the back office to the factory floor. 

5 Key Elements of an Incident Workflow

Incident management

Incident management represents the entry-level cog in an effective IT service management machine. An incident management platform enables organizations to establish workflows to analyze support tickets and filter them on through the service desk based on the various challenges and demands they face. Managing incident workflows effectively is key to maximizing efficiency in this area and understanding the five critical elements of an incident workflow can help you get started in this area.

3 Benefits of Adding Remote Support to the Service Desk

Service desk.

The IT service desk plays a vital role in enabling organizations to create meaningful business value through better customer support. Regardless of whether the customers are internal employees or external clients, organizations that can resolve their needs effectively create value by limiting the damages caused by various technical issues. Taking advantage of this potential hinges on the service desk team's ability to support operations in a responsive and efficient manner, making specialized support tools an integral component of operations.

Remote support tools can play a vital role in maximizing the value of the service desk by positioning support teams to help users as quickly as possible. Three key benefits that come with remote support are:

Technology Set To Disrupt Higher Education - Are You Ready?


Look around a business, coffee shop or household and chances are you see the complete dominance of the new digital age. Perform the same exercise at many colleges and universities, and you may find that plenty of academic institutions are still trying to play catchup and not yet embracing the full potential of digital technologies. According to a recent Forbes report, institutions of higher education need to get moving on adapting to the new digital world or risk being replaced by alternative educational options that will.
The digital transition and higher education - learning from history

The news source explained that the move toward a digital future is inevitable in higher education, and the evidence is clear in history. In particular, the news sector and the film industry are clear examples of why transitioning to a digital future is an inexorable path in academia.

3 Common Misconceptions about Service Request Management

Service request management

Service request management can play an invaluable role in supporting service desk operations and getting the most out of your workers. The solution enables you to separate different support requests to effectively prioritize where time is spent and which people on the service desk handle different tasks. However, using service request management to its fullest potential can prove difficult if you do not work hard to integrate the module with the service desk in meaningful ways.

Just looking at service request management as a way to separate break/fix incidents from everything else is a common, but limited way to use the system. There are many misconceptions out there that could restrict what you get out of a service request management platform. 

Manufacturing advances shed light on potential, disruptiveness of IoT

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The Internet of Things movement is transforming both business and consumer markets by enabling connected devices to share strategic data in more meaningful ways. The IoT is built around this idea of data sharing and the concept is helping organizations in a variety of sectors gather more information and turn that data into knowledge. The manufacturing sector is a clear example of this trend, but the advances being made in manufacturing paint a clear image of just how disruptive the IoT will likely be for technology support teams.