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AI-Driven IT Service Management Can Boost Customer Experience and Business Growth: New Insights from Info-Tech Research Group

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Info-Tech Research Group’s latest research details a strategic framework for IT leaders to transition from outdated IT service management to a modern enterprise service management model. By leveraging advanced technologies like generative AI, the research aims to streamline operations, enhance customer experiences, and drive substantial organizational growth.

TORONTO, Aug. 9, 2024 /PRNewswire/ – As organizations face increasing pressure to modernize and digitize their operations, many IT leaders are struggling with outdated IT service management (ITSM) practices that fail to meet the demands of modern digital enterprises. To help IT navigate these challenges, Info-Tech Research Group has published its latest blueprint, Elevate Your Service Capabilities to Drive Enterprise Value. The new resource provides insights on how IT leaders can transform their service management strategies into an enterprise service management (ESM) framework. The firm advises that by integrating advanced technologies like generative AI, IT leaders can ensure their service management practices are not only aligned with organizational objectives but also positioned to drive significant growth and enhance customer experiences in an increasingly competitive market.

“Over the next decade, digital and technology-first services will be how customers and communities primarily engage with your offerings, be that your products, platforms, experiences, support, or any other outcome,” says Carlene McCubbin, associate vice president of research development at Info-Tech Research Group. “Exceptional service then becomes the key differentiator for organizations, prompting technology leaders to shift focus from IT services to enterprise services. In turn, these tech-driven services will bring immense value to customers and your organization.”

Info-Tech’s blueprint emphasizes the transformative impact of exponential technologies on organizations and industries. The firm’s reference to the concept of Exponential IT, which is also a recently revealed research center, is intended to address the ever-increasing demands of today’s organizations. The concept encompasses not just the rapid advances in artificial intelligence and machine learning but also emergent tech trends, digital transformations, and the strategies needed to thrive in an era of exponential technological evolution. With this evolution in mind, Info-Tech details in its latest resource how traditional IT service delivery models may struggle to keep pace with the rapidly evolving needs of organizations and departments as they strive to modernize and remain competitive.

“Delivering exceptional tech-based services requires a complete overhaul, placing the customer at the center of design, orchestration, and delivery,” explains McCubbin. “This transformation demands merging enterprise and business architecture, customer experience, and service planning practices as the foundation for enterprise value.”

Info-Tech recommends organizations shift their focus to an enterprise view of services with customer experience and value at the forefront. This shift can be achieved by setting achievable targets to elevate each service capability and determining actions to reach those targets, including potential use cases for AI. The firm explains that by leading the charge in offering capabilities to the business, IT can evolve from being merely an order-taker or service provider to ultimately co-owning outcomes for the organization.

In Elevate Your Service Capabilities to Drive Enterprise Value, Info-Tech outlines three critical steps IT leaders should follow to transition their services from traditional IT-centric models to enterprise service management practices and drive toward an Exponential IT future:

Define a Guiding Star: This step involves IT leaders adopting an Exponential IT mindset, establishing a clear vision and guiding principles, and identifying value and success metrics.Assess Technology and Capability Readiness: IT must identify the current and target state for key ITSM capabilities, assess gaps, and review recommendations to progress each capability through targeted milestones.Build an Effective Roadmap: The final step requires prioritizing initiatives to form a comprehensive roadmap and finalizing it with a robust communication plan.

The comprehensive blueprint provides practical guidance for IT leaders to transform IT service management into a strategic asset. By leveraging exponential technologies and adopting a strategy focused on delivering customer value, the firm explains that IT leaders can ensure their services support organizational growth and drive significant transformation. Embracing this forward-thinking approach will enable organizations to effectively meet future customer expectations, positioning them as pioneers in delivering exceptional digital experiences.

The proactive strategy outlined by Info-Tech in the newly published resource not only enhances service delivery but also fosters long-term innovation and competitiveness in the digital age.

For exclusive and timely commentary from Carlene McCubbin, an expert in operating models & design, and access to the complete Elevate Your Service Capabilities to Drive Enterprise Value blueprint, please contact pr@infotech.com.

Info-Tech LIVE 2024 Conference

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 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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Vivalink Recognized with 2024 Global Healthcare IT Solutions Award by Frost & Sullivan

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Vivalink honored for enabling technology leadership with its innovative remote patient monitoring solutions

CAMPBELL, Calif., Jan. 9, 2025 /PRNewswire/ — Vivalink, a leading provider of digital healthcare solutions, receives Frost & Sullivan’s 2024 Global Healthcare IT Solutions Enabling Technology Leadership Award. This distinction highlights Vivalink as a leader in the global remote patient monitoring (RPM) market for worldwide clinical applications of hospital-at-home, cardiac monitoring and clinical trials.

Frost & Sullivan’s Enabling Technology Leadership Award recognizes companies that apply their technology in new ways to improve existing products and services and elevate the customer experience. Its primary criteria includes Vivalink’s leveraging of technology to improve efficiency, application diversity and creativity, as well as its customer impact through performance, customer experience and brand equity.

Vivalink’s medical-grade wearable technology enables providers to deliver patient-centered care for hospital-at-home services, ambulatory cardiac monitoring, and remote clinical trials. Unlike traditional RPM systems, Vivalink offers continuous, real-time monitoring for a variety of specialties, including cardiology, oncology and neurology, while supporting chronic condition management, early interventions, and specialized applications.

“Frost & Sullivan commends Vivalink for its strategic focus on addressing critical unmet needs and limitations within traditional remote patient monitoring systems, thus accelerating its leadership in the increasingly competitive space,” said Dr. Rishi Pathak, research director at Frost & Sullivan. “With its flexible, versatile, and scalable Biometrics Data Platform and unique business model, the company strategically positions its platform as a convenient, cost-effective, and advanced solution, helping Vivalink capture significant market share.”

This award highlights Vivalink’s commitment to innovation, creativity, and ability to launch new solutions with far-reaching impact and application. Through its evolving solutions, Vivlink enables the integration of RPM technologies for modern healthcare delivery and optimized patient care.

“It is an honor to be recognized as a global leader of health IT solutions, highlighting our commitment to providing informed, continuous data that drives modern healthcare delivery models,” said Jiang Li, PhD and CEO of Vivalink.

For a copy of the detailed award write-up, see: www.vivalink.com/HealthIT_Award

About Vivalink
Vivalink is a provider of digital healthcare solutions for remote patient monitoring in healthcare and clinical trials. By combining medical wearables, advanced algorithms, and clinical applications, we provide a more effective and accessible approach to patient care worldwide.

About Frost & Sullivan
Frost & Sullivan is the Growth Pipeline Company™. We power our clients to a future shaped by growth. Our Growth Pipeline as a ServiceTM provides the CEO and the CEO’s growth team with a continuous and rigorous platform of growth opportunities, ensuring long-term success. To achieve positive outcomes, our team leverages over 60 years of experience, coaching organizations of all types and sizes across 6 continents with our proven best practices. To power your Growth Pipeline future, visit Frost & Sullivan at http://www.frost.com.

Media Contact:
pr@vivalink.com

View original content:https://www.prnewswire.com/news-releases/vivalink-recognized-with-2024-global-healthcare-it-solutions-award-by-frost–sullivan-302347191.html

SOURCE Vivalink

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IDEMIA Awarded 10-Year Blanket Purchase Agreement from the General Services Administration for Next-Generation Identity Proofing for Login.Gov

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IDEMIA offers trusted identity proofing and verification platforms backed by decades-long history of partnership with government agencies.

RESTON, Va., Jan. 9, 2025 /PRNewswire/ — IDEMIA Public Security North America, a leader in identity security and authentication services, has been awarded a 10-year blanket purchase agreement (BPA) worth up to $194.5 million from the General Services Administration (GSA) for its identity proofing capabilities. IDEMIA is one of 8 technology providers selected by GSA to accelerate the deployment of next-generation identity proofing technologies for Login.gov, a secure sign-in platform used by the public to create a single digital account that can be used to access multiple federal, state and local government agency sites.

After a rigorous qualification process by GSA, IDEMIA was selected for its robust and trusted identity proofing and verification technology, designed to ensure that individuals are who they say they are and prevent identity-related fraud, and its long-standing history of more than 60 years serving government agencies. IDEMIA’s Identity and Verification (ID&V) solution incorporates document authentication technology with comprehensive checks, such as digital tampering detection, document identification, font anomaly detection, liveness detection, and face capture. It complies with the highest security standards and is certified by the Kantara Initiative as compliant with NIST SP 800-63 rev. 3 Component Service at Identity Assurance Level 2 (IAL2).

IDEMIA’s identity proofing technology supports both active and passive facial liveness detection during authentication to ensure the person behind the camera is an actual individual. This technology has been awarded Level 1 and Level 2 compliance by iBeta in accordance with the ISO/IEC 30107-3 standards and most recently the Department of Homeland Security Science and Technology Department (DHS S&T). In addition, IDEMIA has incorporated accessibility and usability design feedback from Applause, a world leader in testing and digital quality, to ensure that IDEMIA’s identity proofing technology conforms with Web Content Accessibility Guidelines (WCAG).

“We look forward to serving GSA as a committed technology partner, supporting their digital transformation efforts to improve identity verification and customer experience of Login.gov, which is accessed by millions of users,” shared Donnie Scott, CEO, IDEMIA Public Security North America.

IDEMIA’s ID&V solutions are trusted by public and private organizations across the globe. It serves as the backbone of IDEMIA’s Mobile ID issuance technology, which has been rolled out in New York, Arizona, Delaware, Iowa, and Mississippi, with more states to launch in the coming months.

To learn more about IDEMIA’s Identity and Verification solutions, click here.

About IDEMIA Public Security North America
IDEMIA Public Security North America is a leader in identity security and authentication services to governments and private companies operating in North America. Our mission is to Unlock the World, Make It Safer – helping people access what matters most, more quickly, more safely, and more securely, in both the physical and the digital worlds. Our best-in-class technology helps to authenticate and secure physical and digital transactions. IDEMIA is recognized by the National Institute of Standards (NIST) as a top-ranking participant in the Institute’s passenger facilitation simulation testing as well as in its regular Biometrics Technology Evaluations rankings, reinforcing the trustworthiness and reliability of IDEMIA’s facial recognition solutions for government and consumers alike.  

Learn more at www.na.idemia.com / Follow @Idemia_NA on Twitter and on LinkedIn.

Media contact:  
Genevieve de Vera
IDEMIA Public Security North America
(978) 808-7047
genevieve.devera@us.idemia.com

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SOURCE IDEMIA Identity & Security USA LLC

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Topaz Labs to Expand Addison, TX Headquarters from 7,000 to 27,000 Square Feet; Add 130 High-Tech Jobs

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The Town of Addison secures Topaz Labs with a $200,000 grant to build amenities and collaborative spaces for a new office.

ADDISON, Texas, Jan. 9, 2025 /PRNewswire-PRWeb/ — Topaz Labs, the leading provider of AI-powered photo and video enhancement technology, and the Town of Addison announce an award of a $200,000 Amenities and Collaboration Grant to Topaz Labs to support the expansion of its headquarters, nearly tripling its current size.

” Topaz Labs is exactly the kind of company we love to see grow here in Addison,” said Wayne Emerson, Director of Economic Development at the Town of Addison. Their innovative work in AI and commitment to the Town make them the perfect partner.

The company will lease 28,208 square feet of office space — up from their current 7,000 square feet and expects to invest at least $2.5 million to customize the space with innovation labs and collaborative workspaces for staff. Topaz Labs will become the sole office tenant at Building 900, the newest building in Village on the Parkway, a vibrant mixed-use destination offering premier shopping, dining, and entertainment experiences.

As AI continues to be a booming industry nationally and locally in DFW, Topaz Labs expects to add 130 high-tech jobs by the end of 2027, further contributing to Addison’s reputation as a hub for innovation and technology.

” Topaz Labs is exactly the kind of company we love to see grow here in Addison,” said Wayne Emerson, Director of Economic Development at the Town of Addison. Their innovative work in AI and commitment to the Town make them the perfect partner. We’re also thrilled for their employees, who will enjoy working in a brand-new, highly amenitized building surrounded by great restaurants, entertainment options, and walkable amenities at Village on the Parkway.”

” We’re so excited for the future of Topaz Labs in Addison,” said Eric Yang, CEO at Topaz Labs. “We sought a vibrant, safe, and energetic community with like-minded professionals doing their best work. We’ve found all of that in Addison.”

” This transformative lease aligns seamlessly with Topaz Labs’ rapid growth in the AI industry, as well as our partnership with the Town of Addison. We are honored to have represented them in securing this exceptional space for their headquarters,’ said Nick Lee, President – Office Division and Principal at NAI.

Topaz Labs will begin occupying its new office space in May of 2025.

About Addison

Addison, Texas, is the Address for Success—a vibrant 4.4-square-mile urban hub offering over 200 restaurants, 22 hotels, 12 million square feet of office space, and upscale residential options. Home to Addison Airport, one of the busiest general aviation airports in Texas, and providing prime access to a diverse and highly skilled workforce, Addison is a strategic location for businesses to thrive. Addison is a premier destination in North Texas, known for its world-class special events and exceptional amenities. Learn more at http://www.addisoned.com/

About Topaz Labs

Topaz Labs is the innovator in AI image and video enhancement software for enterprise-scale and professional videographers, cinematographers, post-production specialists, and consumer photographers alike to improve images and video at a speed and scale never before seen. Topaz Labs allows users to upscale, sharpen, and remove noise from blurry or otherwise imperfect images and videos. The company has 1.5 million customers worldwide. For more information, please visit www.topazlabs.com.

About NAI

NAI Robert Lynn, established in 1962, is a leading commercial real estate firm specializing in Dallas/Fort Worth. With a comprehensive range of services—including office, retail, industrial, property management, capital markets, corporate services, site selection, land, and consulting— the firm combines local expertise with global reach to deliver tailored solutions for clients. Their deep-rooted presence and proactive market approach have solidified their reputation as industry leaders. For more information, please visit www.nairl.com.

Media Contact

Wayne Emerson, Town of Addison, 1 9724507076, wemerson@addisontx.gov, addisoned.com

View original content:https://www.prweb.com/releases/topaz-labs-to-expand-addison-tx-headquarters-from-7-000-to-27-000-square-feet-add-130-high-tech-jobs-302346695.html

SOURCE Town of Addison

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