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Improving Service Desk Efficiency: Info-Tech Research Group’s Guide to Enhancing Incident Resolution Through ITSM Ticket Data Optimization

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Info-Tech Research Group’s new blueprint provides a comprehensive guide to analyzing IT service management (ITSM) ticket data and addressing key challenges, such as poor ticket hygiene, undocumented tickets, and overwhelming metrics. The recently published research offers actionable insights to help organizations improve service desk efficiency and decision-making.

TORONTO, May 31, 2024 /PRNewswire/ – With the growing complexity and volume of IT service tickets, organizations are struggling to maintain efficient service desk operations. Recent advancements in AI and data analytics offer new opportunities to gain insights from IT service management (ITSM) ticket data, making it crucial for service desks to consider how best to leverage these technologies. Info-Tech Research Group’s latest blueprint, Analyze Your ITSM Ticket Data, addresses the challenges faced by service desks by offering a comprehensive approach to optimize service desk performance through data analysis. By centralizing and standardizing ticket data, tracking meaningful metrics, and systematically analyzing results, organizations can drive significant improvements in service quality and operational efficiency.

“Like with any practice, analyzing ITSM ticket data works best with a defined flow,” says Benedict Chang, advisory director at Info-Tech Research Group. “Service desks improve their services by leveraging ticket data to inform their actions, but many organizations don’t know where to start. It’s tempting to wait for perfect data, but there’s a lot of value in analyzing ticket data as it exists today.”

Info-Tech’s blueprint emphasizes the importance of a structured approach to ITSM ticket data analysis. By following a three-phase methodology, organizations can improve ticket data cleanliness, identify key trends, and make informed decisions to enhance service desk performance. This recommended framework ensures that service desks can keep pace with evolving business needs while maintaining high standards of customer satisfaction and operational excellence.

“By reviewing ticket data, organizations can improve organically. This process provides insights into the state of the environment, the health of processes, and the quality of services. Regular data analysis drives continuous improvements,” says Mahmoud Ramin, senior research analyst at Info-Tech Research Group. “The results of the ticket analysis should be acted on, which may include celebrating successes when the data looks good. If necessary, the results can inform larger changes to service desk strategy or processes. It’s also essential to communicate the results to the right stakeholders, from end users to technicians to leadership.”

The research found within the new blueprint outlines a comprehensive approach for leveraging ITSM ticket data effectively. This structured methodology ensures organizations can systematically gather, analyze, and act on ticket data to drive meaningful improvements. The approach includes the following steps:

Gather Data: Collect ticket data or start measuring the right metrics to ensure comprehensive coverage of service desk activities.Extract and Analyze: Organize and visualize data to extract insights, identifying patterns and trends that can inform decisions.Act on the Results: Implement low-effort improvements and celebrate quick successes to build momentum and demonstrate immediate value.Implement Larger Changes: Reference ticket data while implementing process, tooling, and other changes to ensure alignment with data-driven insights.Communicate the Results: Use data to show the value of efforts, effectively conveying the impact to stakeholders at all levels, from end users to leadership.

Info-Tech’s research details how systematic ITSM ticket data analysis can transform service desk operations, emphasizing the necessity of a phased approach. This method ensures that organizations not only meet current operational goals but also enhance their ability to adapt to future challenges. By integrating comprehensive data analysis practices, service desks can improve incident resolution times, reduce operational costs, and increase customer satisfaction. Adopting these practices positions service desks to address issues as they arise, maintain high service standards, and continuously drive operational excellence.

For exclusive and timely commentary on this topic from Info-Tech’s analysts and access to the complete Analyze Your ITSM Ticket Data blueprint, please contact pr@infotech.com.

Info-Tech LIVE 2024

Registration is now open for Info-Tech Research Group’s annual IT conference, Info-Tech LIVE 2024, taking place September 17 to 19, 2024, at the iconic Bellagio in Las Vegas. This premier event offers journalists, podcasters, and media influencers access to exclusive content, the latest IT research and trends, and the opportunity to interview industry experts, analysts, and speakers. To apply for media passes to attend the event or to gain access to research and expert insights on trending topics, please contact pr@infotech.com.

About Info-Tech Research Group

Info-Tech Research Group is one of the world’s leading research and advisory firms, proudly serving over 30,000 IT and HR professionals. The company produces unbiased, highly relevant research and provides advisory services to help leaders make strategic, timely, and well-informed decisions. For nearly 30 years, Info-Tech has partnered closely with teams to provide them with everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.

To learn more about Info-Tech’s divisions, visit McLean & Company for HR research and advisory services and SoftwareReviews for software buying insights.  

Media professionals can register for unrestricted access to research across IT, HR, and software and hundreds of industry analysts through the firm’s Media Insiders program. To gain access, contact pr@infotech.com

For information about Info-Tech Research Group or to access the latest research, visit infotech.com and connect via LinkedIn and X.

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SOURCE Info-Tech Research Group

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Protiviti Launches Protiviti AI Studio in Chicago: A New Center for Accelerated AI Innovation

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MENLO PARK, Calif., April 7, 2025 /PRNewswire/ — Global consulting firm Protiviti has launched its inaugural Protiviti AI Studio in Chicago, an inventive facility dedicated to empowering organizations to harness the transformative power of artificial intelligence (AI).  As AI continues to disrupt and transform core business operations, this innovative studio serves as a launchpad for enabling organizations to address a wide array of business challenges with AI.

The Protiviti AI Studio is an evolution and expansion of its AI Center of Excellence (COE) with a specific focus and commitment in Chicago.  The AI Studio in Chicago dedicates space and expert resources to help organizations co-create and explore AI’s potential for positive impact to our clients’ business and accelerate outcomes.

“Protiviti AI Studio focuses on accelerating AI innovation by addressing key challenges we have seen organizations encounter,” said Christine Livingston, global leader, AI practice at Protiviti. “Our studio uniquely centralizes key resources to enable organizations’ ability to rapidly envision, engage and unlock the transformative power of AI.”

Why It Matters: In an era where AI is reshaping industries, Protiviti AI Studio in Chicago moves clients from concept to execution with unprecedented speed and confidence.

Who We Are: Staffed by a team of skilled AI strategists, data engineers and developers, combined with domain-specific subject matter expertise from across the firm, the Protiviti AI Studio in Chicago provides clients with access to top-tier support and innovative, strategic AI-based solutions.

What We Do: The Protiviti AI Studio in Chicago offers a distinctive blend of resources and experience designed to help accelerate initial phases of AI adoption while exploring the latest AI capabilities from technology vendors. From conceptualization to execution, the Protiviti AI Studio in Chicago helps organizations:

Envision the Possibilities: From understanding what use cases to consider to showcasing leading-edge applications of AI, we bring a mix of ideation techniques, proprietary assets, dynamic assessments and interactive workshops to help spark new ideas, refine the best concepts, and explore the full potential of AI – dynamically aligned to your organization’s unique needs.

Experiment with Technology: Interactive demonstrations and functional prototypes bring AI concepts to life, affording a broad view of the array of AI-powered solutions. We work together with leading technology vendors to showcase the latest technologies, and rapidly and collaboratively prototype to see various AI capabilities in action.

Enable your People: Establishing a foundational understanding of AI and creating a shared vision is key to long-term success with AI. Our studio fosters hands-on training and enablement sessions to familiarize organizations with the capabilities through active learning and focuses the long-term vision on human-centered AI principles and solution designs.

Why Chicago?: Chicago was chosen as the location for the Protiviti AI Studio due to its central positioning both within the United States and since it represents one of Protiviti’s largest office locations. The city’s vibrant tech ecosystem and innovation landscape provide an ideal backdrop for fostering collaboration and creativity.  Chicago has also been home to one of Protiviti’s “iNNs”–one of three global innovation centers.

For more information about the Protiviti AI Studio in Chicago and its offerings, please visit Protiviti’s website.

About Protiviti 

Protiviti (www.protiviti.com) is a global consulting firm that delivers deep expertise, objective insights, a tailored approach and unparalleled collaboration to help leaders confidently face the future. Protiviti and its independent and locally owned member firms provide clients with consulting and managed solutions in finance, technology, operations, data, digital, legal, HR, risk and internal audit through a network of more than 90 offices in over 25 countries. 

Named to the Fortune 100 Best Companies to Work For® list for the 11th consecutive year, Protiviti Inc. has served more than 80 percent of Fortune 100 and nearly 80 percent of Fortune 500 companies. The firm also works with government agencies and smaller, growing companies, including those looking to go public. Protiviti Inc. is a wholly owned subsidiary of Robert Half (NYSE: RHI). 

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SOURCE Protiviti

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Secure Ideas Achieves CREST Accreditation and CMMC Level 1 Compliance

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JACKSONVILLE, Fla., April 7, 2025 /PRNewswire/ — Secure Ideas, a premier provider of penetration testing and security consulting services, proudly announces its recent achievements of CREST accreditation and CMMC Level 1 compliance, reinforcing its commitment to delivering the highest standards of security assessment and regulatory compliance for its clients.

With these certifications, Secure Ideas strengthens its ability to deliver globally recognized, standards-based offensive security services, specializing in identifying vulnerabilities, exploiting weaknesses, and exposing gaps in critical systems.

CREST Accreditation: Excellence in Penetration Testing

Secure Ideas’ achievement of CREST (Council for Registered Ethical Security Testers) accreditation underscores its adherence to the highest legal, ethical, and technical standards in penetration testing. CREST-accredited organizations undergo rigorous evaluations of their business processes, security methodologies, and quality assurance frameworks.

As a CREST-certified penetration testing provider, Secure Ideas ensures that all penetration tests—whether network, web application, API, or physical security—are conducted following established best practices in scoping, reconnaissance, assessment, exploitation, and reporting. This certification provides clients with increased assurance that their security posture is being evaluated using proven methodologies by experienced professionals.

CMMC Level 1 Compliance: Protecting DoD Information

In addition to CREST certification, Secure Ideas has also achieved Cybersecurity Maturity Model Certification (CMMC) Level 1. Developed by the Department of Defense (DoD) to protect Federal Contract Information (FCI) and Controlled Unclassified Information (CUI), CMMC requires defense contractors and subcontractors to implement cybersecurity standards at progressively advanced levels.

CMMC Level 1 focuses on the basic safeguarding of FCI by ensuring compliance with 15 security requirements outlined in FAR clause 52.204-21. These requirements include essential practices such as:

Limiting access to authorized users.Protecting physical and digital access to information.Implementing secure configurations for devices and systems.

CMMC compliance has become a mandatory requirement for organizations working with the DoD. By achieving Level 1 compliance, Secure Ideas strengthens its position to support defense contractors and subcontractors in meeting their own compliance obligations.

Key Benefits for Clients:

Globally Recognized Standards: Testing and security services aligned with internationally recognized frameworks.Enhanced Security Assurance: CREST and CMMC compliance ensure robust protection of sensitive data.Regulatory Compliance Support: Certifications align with GDPR, ISO 27001, PCI DSS, and NIS Regulations, helping clients meet regulatory requirements.

About Secure Ideas

Secure Ideas is a leading provider of adversarial cybersecurity solutions and services, dedicated to helping businesses of all sizes protect their information and assets from cyber threats. With a team of experienced and skilled professionals, Secure Ideas offers innovative products and services designed to meet the unique security needs of organizations in a rapidly evolving digital landscape. For more information, users can visit secureideas.com.

Media Contact: COO | Andrew Kates | Secure Ideas | andrew@secureideas.com | +91-9049628046

Logo: https://mma.prnewswire.com/media/2659010/Secure_Ideas_Logo.jpg

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SOURCE Secure Ideas

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Large-scale study reveals true impact of ASU virtual reality initiative on national science education

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TEMPE, Ariz., April 7, 2025 /PRNewswire/ — A two-year study released today from Arizona State University reveals the potential impact of story-driven virtual reality (VR) learning experiences on university students.

More than 4,000 students taking VR biology courses enhanced through “Dreamscape Learn” showed marked improvement in academic outcomes, student satisfaction and lab grades in science courses, as well as increased engagement and retention among STEM majors.

“We believe this will have a tremendous impact on national STEM education and begin to help solve the critical need of producing the highly skilled science workforce of the future,” said Lisa Flesher, chief of Realm 4 initiatives at EdPlus and an ASU clinical assistant professor.

The study included pre- and post-class student surveys, interviews and classroom observations. Key findings included:

Regardless of demographic factors, all students performed well (average grade of “A” from 90.8% to 94.1%) on the Dreamscape Learn VR lab assignments.Students showed improved retention in STEM courses and were more likely to remain in STEM majors for at least a year after taking the course.On average, students improved their academic performance from VR, with a one-quarter letter grade improvement in their final course grade as they advanced from Bio 182 from Bio 181.Students also scored a one-quarter letter grade higher in more advanced biology majors’ 300-level courses.Students gave the VR experience the highest rating for satisfaction (5/5 scale) and immersive engagement.

“What we’re seeing is that immersive, emotionally engaging storylines in Dreamscape Learn help students think and feel like scientists,” said Annie Hale, who led the study as the executive director at EdPlus and clinical assistant professor in the College of Global Futures.

ASU’s groundbreaking effort to revolutionize biology education, called NeoBio, was among the big winners at the recent Edison Awards, a global celebration of game-changing innovation and leadership. To engage even more students, ASU has partnered with similarly minded K-12 schools and universities, reaching now more than 20,000 students in addition to the more than 25,000 ASU students who have experienced Dreamscape Learn.  

Next, Dreamscape Learn VR experiences will be expanded and implemented in several chemistry, sustainability, space exploration, engineering, business and humanities courses now underway.   

The study results will be discussed at a panel discussion during the annual ASU+GSV Summit in San Diego, California, at 1 p.m. PDT on Tuesday, April 8.

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SOURCE Arizona State University

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