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Top Stories by ManageEngine IT Matters

Seven Essentials for a Top-Performing IT Help Desk By Ujjwal Sood, product analyst, ManageEngine The help desk forms the backbone of IT operations for many federal, state and local government agencies. In fact, the cross-functional nature of its operation means the help desk directly impacts productivity and is an essential part of what enables an agency to meet its stakeholder needs. However, owing to increasingly complex IT environments, managers struggle to ensure that their help desks are operating at optimum efficiency. This seven-point guide will help IT managers ensure their help desks deliver exceptional service while maximizing productivity. 1. Create the right structure: Properly structuring an IT help desk can greatly improve its efficiency. Organize help desks into multiple levels or tiers. In a three-tier help desk, for example, tier 0 can be a self-serv... (more)

ITSM Analytics | @CloudExpo @Zoho #BigData #IoT #ITSM #BI #AI #Analytics

Five Ways ITSM Analytics Improves IT Service Delivery By Sridhar Iyengar, Vice President, Product Management, ManageEngine Over the past few years, IT service management (ITSM) has become increasingly important to an organization's IT strategy, and companies are seeking new ways to improve IT service delivery and efficiency via better ITSM processes. This increases the importance of tracking and measuring critical KPIs. However, due to overwhelmingly large amounts of data, users find it challenging to manually access, track and analyze critical help desk information quickly. Using ... (more)

Make Sense of Your Data with Analytics | @BigDataExpo #BI #BigData #Analytics

Make Sense of Your Data with Analytics By Pritika Ramani, Product Analyst, ManageEngine The reality of data ubiquity is here-data is buried in operational statistics, machine logs, stacks of overflowing tickets and customer details, among other things. How can any user get valuable information amid this rapid influx of data? Imagine a situation where your firm's revenue takes a hit owing to an unexpected failure in some business process. It would be a nightmare for IT admins to sift through the interminable piles of data to deduce exactly why and where the problem occurred. To sa... (more)

ITSM Analytics | @CloudExpo @Zoho #BigData #DevOps #ITSM #AI #ML #DL

Everything You Need to Know About ITSM Analytics By Sridhar Iyengar, Vice President, Product Management, ManageEngine ManageEngine conducted a survey to understand what IT pros need from an advanced analytics tool. The survey looked at the critical areas of analytics and reporting for service desk management around incident management, asset management and change management. Here's what they had to say: Who needs reporting the most? 76.6 percent indicated CIOs and service desk managers. Service desk managers and CIOs are key decision makers who need insight from their data to form... (more)

Choosing Your Mobile Device Management Solution | @CloudExpo #Cloud #Compliance

10 Things to Consider As You Choose Your Mobile Device Management Solution By Nikhil Nayak, Product Analyst, ManageEngine The past decade has seen an increasing trend in employees using mobile devices like smartphones and tablets to aid in their work. This trend has fostered organizations to adopt practices like bring-your-own-device (BYOD) with hopes of improving employee productivity and efficiency. There is, however, a downside to this because such practices pose major risks concerning corporate data security and data management. In order to ward off these risks, enterprises se... (more)