Today, IT is expected to take on a more strategic role, one that goes beyond support to create business value and move the innovation agenda forward. Yet IT departments are unable to fulfil this mandate having to cope with increased demands for support with lower budgets and headcount. If companies are to flip the odds…
“Service outage! Help!” These words (or their variations), have preceded notable losses of millions and billions of dollars in the 21st century. From large corporations to SMBs, no one is immune to the effects of downtime – whether planned or unplanned. However, the earlier an issue is noticed, the faster it is acted upon and…
To illustrate how essential IT systems are to the proper functioning of the business, system administrators should use a number of metrics to communicate key KPIs with non-technical leadership. This can help justify the overall budget of the IT department, as well as the future growth of systems and resources. Uptime of key systems One…
In the last decade or so AI has gone from a buzzword to table stakes. Data reveals that organizations that have adopted AI into their service management strategy have begun to reap the benefits. It is therefore imperative for businesses to invest in Intelligent Service Management to not just empower their agents but also keep…
We marked our calendars, counting down the months, days, and minutes. Now, the day we’ve all been waiting for is here: the 60th anniversary of the computer password!! Since its beginning in an MIT lab in the fall of 1961, we’ve developed a complex relationship with the password – even the inventor of the computer…
As a modern enterprise your digital infrastructure – in all likelihood – is a multi-tiered, evolving, and expanding combination of services built on next-gen technologies. This dynamic configuration of servers, networks, applications, routers, etc. provides you with the agility to respond to rapidly changing customer demands. But it also tests the resilience of your digital…
Customer service is hard. Measuring the value of good customer service is even harder. However, only if you have quantifiable data on how well your support team is doing can you improve existing processes, make better staffing decisions, and ensure customer happiness. The best way to get these insights is by measuring customer service key…
How to build a Customer Experience Strategy There are many moving parts in play when trying to explain, let alone execute, an exceptional customer experience. Therefore it truly takes a village and a good game plan to get things done effectively. Staying on top of your customer experience strategy is vital as the customer behavior…
Turn offboarding woes into wows using Freshservice An employee’s last day at work is almost as significant as their first one. It commemorates all the learnings, experiences, and memories they have gathered during their journey in a company. Imagine on a day like that, when you are full of nostalgia and maybe relief (wink wink),…
Privileged accounts are a key part of the cyberattack chain and involved in almost every security breach today. Protecting privileged user accounts and, increasingly, machine accounts (non-human accounts) is a key priority for every security-conscious organization today, and central to addressing many regulatory requirements and enabling zero trust. Privileged account access can enable a threat…