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Deciding which service desk metrics to track and how to analyze them can be daunting. It is easy to fall into the trap of tracking too many metrics and getting lost in...
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Taking time to strengthen your service desk fundamentals - including defining clear and efficient ticket queue management processes - will improve service delivery times,...
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The large volume of IoT devices and lack of insight into vendor solutions make it hard for IT and the business to manage the lifecycle and guarantee security protocols...
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Windows 11 is a step forward in endpoint security and functionality. Windows 10 is living on borrowed time, with a defined end of support date of Oct. 14, 2025....
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Increasingly, large institutions and governments are adopting cloud-first postures for delivering IT resources. Combined with the growth of cloud offerings that are able...
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Enormous amounts of IT budget are allocated to projects each year, but once the project is over, how do you manage the change and ensure the systems are being used?...
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With remote work becoming a normal employee offering for many organizations, self-serve/self-solve becoming more prominent, and a common call out to improve customer...
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Reduce response times to solve (potential) incidents when system performance degrades. Build an event management practice where infrastructure and operations can rely on...
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Believe it or not, Domino and Notes are still options to consider when determining a migration strategy. With HCL still committed to the platform, there are options...
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IVR approaches are being reimagined across industries as the desire to improve the customer experience becomes a primary focus. Use this deck to learn the proper...
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