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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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When a British Influencer Meets the Canton Fair

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GUANGZHOU, China, April 26, 2025 /PRNewswire/ — “It looks like we are walking straight into the future.” said British influencer Jason talking to the camera at China Import and Export Fair, also widely known as the Canton Fair.

 

As the world’s largest trade exhibition, the 137th Canton Fair has attracted buyers from over 200 countries and regions, with over 30,000 companies participating in. All types of cutting-edge technologies created dazzling sparks in the lens of Jason at the Service Robots Zone.

In the smart home appliances section, Jason was drawn to a refrigerator that can “think”—it provides recipes based on ingredient inventory and even enables users to check its contents remotely via smartphone. In the new energy vehicle section, autonomous electric cars and swappable-battery scooters left Jason exclaiming, “This is the future of transportation!”

The significance of the Canton Fair goes far beyond an exhibition; it provides a stage for real-time global trade transactions. Every year, buyers from over 200 countries strike deals worth billions of dollars here, forging partnerships that shape global supply chains. “This is no ordinary trade show,” Jason said in his video. “As a global commerce hub, it showcases not just business opportunities but also the immense momentum behind ‘Made in China.'”

Jason’s video has attracted enthusiastic responses on international social media platforms, with many global netizens commenting, “Jason is the most enthusiastic explorer in China to share values of truth.” 

Want to experience the Canton Fair through Jason’s first-person perspective? Click on the video and join us on this journey of technology and commerce!

YouTube Link:https://www.youtube.com/watch?v=TvKvlB5qPOg

 

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SOURCE The 137th Canton Fair

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ChangAn Outlines 2030 Vision at “Vast Ocean Plan: United Towards the Peak”-Themed Overseas Partner Conference in Chongqing

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The Company is rapidly accelerating its global expansion with the goal of becoming a world-class automobile brand.

CHONGQING, China, April 26, 2025 /PRNewswire/ — ChangAn Automobile (“ChangAn” or “the Company”), an intelligent low-carbon mobility technology company, recently hosted the 2025 Overseas Partner Conference in Chongqing under the theme “Vast Ocean Plan: United Towards The Peak.” The event brought together more than 500 partners from over 70 countries discuss the Company’s global achievements and share its future roadmap. During the conference, ChangAn unveiled its “2030 Vision,” pledging over $10 billion in global investment. The Company aims to reach 5 million in global vehicle sales by 2030. ChangAn also set its sights on becoming one of the world’s top 10 automobile brands.

ChangAn’s global business strategy continues to advance with an expected 5 million vehicles worldwide and 1.2 million overseas by 2030

In his keynote at the 2025 conference, Zhu Huarong, Chairman of ChangAn Automobile, highlighted the Company’s progress over five years in new energy, intelligence, and global business. Global sales rose 34.2% to 2.684 million vehicles in 2024, with 735,000 new energy vehicles and 536,000 sold internationally. “From product exports to brand globalisation, we are strengthening global competitiveness with the dual drive of ‘long-termism plus localized operations,'” Mr. Zhu said. Over the next five years, ChangAn will target five key overseas markets and expand localised production, branding, and customer service.

ChangAn’s overseas sales ranked among the top 3 in China’s automobile exports in 2024

At the conference, Li Mingcai, Executive Vice President of ChangAn Automobile, highlighted key global milestones. The Company launched its first international NEV manufacturing base in Thailand and developed eight overseas production partnerships, reaching a capacity of 580,000 units. In 2024, ChangAn ranked among China’s top three auto exporters, with over 500,000 vehicles sold internationally and revenue surpassing $11 billion. The brand expanded into 20 new countries, entering over 100 globally, and now operates 1,150 sales channels. CHANG-AN, DEEPAL, and AVATR gained international recognition, with ChangAn joining the “BrandZ Top 50 Chinese Global Brands” just 14 months after launching the Vast Ocean Plan. “In the wave of anti-globalization, ChangAn Automobile has confirmed the strength of China’s smart manufacturing with nine consecutive years of export growth,” Mr. Li said.

The 2025 “dual-track” development plan will see 20 new cars launched internationally

Technological innovation remains at the core of ChangAn’s global strategy, said Executive Vice President Wang Xiaofei. The Company has invested over 114.8 billion yuan in R&D and established an international team of 18,000, including 5,000 software and AI specialists. Its 2025 plan includes a dual-track fuel and new energy strategy. Fossil-fuel vehicles will target markets in Central and South America, the Middle East and Africa, and Eurasia, while new energy vehicles will focus on Asia Pacific and Europe. ChangAn is building a unified global brand structure through CHANG-AN, DEEPAL, and AVATR, executing a “1+N” brand strategy — one global IP and multiple localised campaigns annually. Product-wise, 20 new global models (10 fuel, 10 NEVs) will be launched, including the CS75PLUS, DEEPAL S05, AVATR 07, and CHANG-AN Q07.

ChangAn remains confident and committed to future growth. Moving forward, the Company will focus on building a “competitiveness plus high quality” strategy, leveraging its core strengths and technology innovation to expand its footprint globally and further elevate its international influence.

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SOURCE ChangAn Automobile

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Shanghai Climate Week 2025:LONGi Jiaxing Production Base becomes the world’s first “Lighthouse + Zero-Carbon” factory in the global photovoltaic industry

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SHANGHAI, April 27, 2025 /PRNewswire/ — On April 23, 2025, at the Shanghai Climate Week 2025 “Climate Lighthouse: A New Era” theme event, LONGi’s Jiaxing Production Base was honored with the “Shanghai Climate Week Climate Lighthouse 2025 Manufacturing Lighthouse Exemplary Award” as the world’s first dual benchmark of “Lighthouse Factory + Zero-Carbon Factory” in the global photovoltaic industry. This accolade signifies the SCW Climate Lighthouse Committee’s recognition of LONGi’s achievements in climate-friendly practices, while serving as an impetus for the company to further explore the potential of green technologies and smart manufacturing.

LONGi’s Jiaxing Production Base, recognized by the World Economic Forum (WEF) as the photovoltaic industry’s first global “Lighthouse Factory,” has met all evaluation criteria for the “Climate Lighthouse” initiative through its advanced applications of automation, Industrial Internet of Things (IIoT), digitalization, big data analytics, and 5th-generation mobile communication technology (5G), demonstrating its leadership in smart manufacturing and digitalization at the pinnacle of global PV industry standards.

Building upon its “Lighthouse Factory” intelligent manufacturing framework, LONGi’s Jiaxing Production Base further advanced its zero-carbon transformation in 2024. By leveraging digital tools to enable low-carbon production, deploying rooftop photovoltaic power stations, procuring green electricity certificates and carbon credits, and implementing energy-saving measures, the facility achieved carbon emission reduction and neutralization. This culminated in its designation as the industry’s first “Dual Benchmark” production base certified under the ISO 14068 carbon neutrality standard.

During the Shanghai Climate Week, LONGi participated in the “Empowering Green Supply Chain Transformation Forum” co-organized by the Global Climate Institute, Institute of Public & Environmental Affairs (IPE), Carbon Newture, and Rockwell Automation. Dr. Xie Tian, General Manager of LONGi’s Strategic Management Center, joined the “Big Data and AI: Empowering Enterprises to Enhance ESG Performance” roundtable discussion. He shared practical experiences and challenges in applying data analytics and emerging technologies to advance ESG practices.

Dr. Xie Tian highlighted that the Jiaxing Production Base, as the world’s first “Lighthouse + Zero-Carbon” factory in the photovoltaic industry, exemplifies LONGi’s leadership in integrating digitalization with green transformation. By embedding smart technologies into advanced PV manufacturing processes, the company drives green production and pursues carbon neutrality. Additionally, LONGi has implemented data platforms for ESG disclosure management to verify and analyze sustainability metrics. He emphasized the potential of big data and AI to accelerate secure and efficient green development across industries.

LONGi’s Jiaxing Production Base, through its “Lighthouse + Zero-Carbon” dual benchmark system – a comprehensive carbon neutrality framework encompassing strategic planning, technological implementation, supply chain collaboration, and social responsibility – has emerged as a paradigm of green manufacturing transformation. This model not only provides the global industrial sector with a quantifiable and replicable blueprint for low-carbon development but also contributes to advancing collective progress toward a zero-carbon future.

About LONGi

Founded in 2000, LONGi is committed to being the world’s leading solar technology company, focusing on customer-driven value creation for full scenario energy transformation.

Under its mission of ‘making the best of solar energy to build a green world’, LONGi has dedicated itself to technology innovation and established five business sectors, covering mono silicon wafers cells and modulescommercial & industrial distributed solar solutionsgreen energy solutions and hydrogen equipment. The company has honed its capabilities to provide green energy and has more recently, also embraced green hydrogen products and solutions to support global zero carbon development. www.longi.com/

SOURCE LONGi

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