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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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Allurity accelerates European growth journey with strategic acquisition of Onevinn

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STOCKHOLM, April 11, 2025 /PRNewswire/ — Allurity, a leading European provider of cybersecurity services, proudly announces the acquisition of Onevinn, a Swedish company specializing in intelligent security and managed services, from Haven Cyber Technologies. This strategic acquisition marks an important step in realising Allurity’s vision to become the preferred cybersecurity partner in Europe. Onevinn’s expertise strengthens Allurity’s one-stop-shop approach to cybersecurity, enhancing its holistic service offering.

Onevinn has built a strong reputation for intelligent security and managed services, helping organizations strengthen their cybersecurity posture in an increasingly complex digital landscape. By leveraging AI, automation and threat intelligence, intelligent security enables smarter, faster protection against cyber threats. As an award-winning Microsoft Partner – recognized as one of Microsoft’s top elite security partners worldwide – Onevinn’s close collaboration with Microsoft, including participation in the Microsoft Intelligent Security Association (MISA), further reinforces their position as a leader in delivering advanced, future-ready solutions that empower clients.

The acquisition of Onevinn supports Allurity’s goal of becoming a European cybersecurity powerhouse. As demand for trusted and capable European players continues to grow, strengthening regional expertise is essential to safeguarding Europe’s digital landscape. With Onevinn’s strong Microsoft collaboration and expertise in intelligent security, Allurity is further enhancing its ability to deliver robust solutions that help organizations navigate in an increasingly complex threat landscape. 

This strategic move also aligns with Microsoft’s continued expansion in Europe, where over $20 billion has been invested in AI and cloud infrastructure in recent years. With cloud adoption in the region projected to grow by more than 20 percent annually, cybersecurity has never been more critical. Onevinn’s capabilities play a vital role in securing this evolving digital ecosystem, reinforcing Allurity’s commitment to supporting Europe’s growing reliance on cloud services.

“We are happy to welcome Onevinn to the Allurity family, reinforcing our position as a European cybersecurity leader. This strategic acquisition aligns perfectly with our vision of becoming the preferred partner of tech-enabled cybersecurity services in Europe, amplifying our global impact and enabling a safe digital world. Onevinn’s deep expertise and close collaboration with Microsoft will be highly valuable as we continue to expand and enhance our capabilities. We are inspired by their exceptional team and strong entrepreneurial spirit, which will further enhance our collaborative culture and drive future growth,” says Frida Westerberg, CEO of Allurity. 

Claes Kruse, Founder and CEO of Onevinn, comments: “We are excited to join the Allurity family. This marks a new chapter in our growth journey, strengthening our intelligent security offering and expanding our ability to deliver even greater value to our clients. Being part of Allurity gives us the platform to scale our business, broaden our reach, and support even more clients with advanced security solutions. We look forward to growing within a family of like-minded experts, where collaboration and shared ambition will drive our continued success.” 

For more information, please contact:

Maria Lörne
CMO, Allurity
mediarelations@allurity.com | allurity.com

About Allurity 

Allurity is a tech-enabled cybersecurity services group with a mission to enable a safe digital world. With over 600 specialists across Europe, Allurity serves clients globally through a comprehensive range of cybersecurity services. These include both proactive and reactive services and software, such as cyber threat intelligence (CTI), 24x7x365 managed detection and response (MDR), incident response, and proactive tech-enabled consulting. Allurity is supported by Trill Impact, a pioneering impact investor with a commitment to innovation and positive societal impact.

allurity.com 

About Onevinn  

Onevinn, the Swedish Microsoft Security and Compliance partner of the year (2024), is an AI tech-driven cybersecurity provider dedicated to securing the digital landscape. As a Microsoft AI Cloud Partner specializing in Security, Modern Work, and Cloud Infrastructure, and a member of the Microsoft Intelligent Security Association (MISA), Onevinn delivers cutting-edge security and compliance solutions. Built on Microsoft technology, Onevinn’s services empower organizations around the world to navigate cyber threats with confidence, combining strategic expertise with managed services to enhance protection in an AI-first hybrid cloud connected world.  

onevinn.com 

This information was brought to you by Cision http://news.cision.com

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64% OF MSMEs RESUME POST-PANDEMIC; 54% REPORT 10% YOY GROWTH: SAYS THE THIRD EDITION OF MSME SAMPARK REPORT BY UGRO CAPITAL AND DUN & BRADSTREET

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In-depth analysis of 45,000+ MSMEs, highlighting credit access, formalization, and digitalization for growth.

MUMBAI, India, April 11, 2025 /PRNewswire/ — UGRO Capital Ltd., a leading DataTech NBFC focused on MSME lending, has released the 3rd MSME Sampark Report – a semi-annual report that is prepared in partnership with Dun & Bradstreet. The 3rd edition highlights that 64% of MSMEs have resumed activity post-pandemic, with around 54% reporting a growth of over 10% Year-on-Year (YoY), underlining the sector’s strong momentum. However, growth in investments in Udyam-registered MSMEs has slowed from 61% in FY22 to 22% in FY23 and 23% in FY24. Large and medium businesses anticipate slower domestic growth in Q1 2025, while small firms remain optimistic. It is noteworthy that while capital costs are expected to remain high in Q1 2025, revised MSME classification criteria could drive further investment and expansion.

 

Mr. Shachindra Nath, Founder & Managing Director – UGRO Capital, said “MSME Sampark has gone beyond just a report and is slowly becoming a movement that brings together industry leaders, policymakers and financial institutions to collaboratively shape the future of MSME financing. With the 3rd edition of MSME Sampark, we aim to elevate the discourse further by exploring the next phase of MSME credit delivery in India. Our analysis reveals a nuanced picture. We see moderation in total loan disbursement in recent quarters, a trend reflecting more conservative lending practices across the industry. While this could be attributed to stricter risk assessments, it also presents an opportunity for NBFCs to play a more strategic role in bridging the credit gap. The increasing formalisation of MSMEs, as evidenced by lower cash percentages and improved debt-to-turnover ratios, especially among mature and larger businesses, is an encouraging sign.

MSME Sampark’s 3rd edition reaffirms our commitment to empower India’s MSMEs with the right financial solutions, insights, and policy advocacy that drive their sustained growth.”

Dr. Arun Singh, Global Chief Economist – Dun & Bradstreet, said “Dun & Bradstreet’s sector risk ratings indicate improvements in the risk profile of MSMEs in 2024 from 2023, despite global and domestic economic uncertainties. Improvements in the MSMEs’ credit profile were also indicated through a decline in the gross non-performing assets (GNPAs) postpandemic. The overall GNPAs touched a 12-year low in September 2024, with GNPA of large borrowers at 2.4% and of MSMEs at 2.2%, respectively, compared to 12.8% and 11% during early 2020. However, businesses have scaled back their optimism for capital expenditure as their outlook on managing financial risks has deteriorated, reflecting heightened uncertainty faced by them.”

Key Findings:

The 3rd edition highlights that 64% of MSMEs have resumed activity post-pandemic, with around 54% reporting a growth of over 10% Year-on-Year (YoY), underlining the sector’s strong momentum.Global supplier risks are rising as businesses prioritise localised supply chains. Sales and export optimism is declining due to economic uncertainty and trade policies.India has maintained over 7% annual average growth over the past 15 years, excluding the pandemic, and is projected to grow at 6.6% in FY26.Growth in investments by Udyam-registered MSMEs has slowed from 61% in FY22 to 22% in FY23 and 23% in FY24. However, revised MSME classification criteria could drive further investment and expansion.Large and medium businesses anticipate slower domestic growth in Q1 2025, while small firms remain optimistic.Export sentiment among small and medium businesses has weakened amid geopolitical and trade protectionist concerns.Capital costs are expected to remain high in Q1 2025, influencing investment decisions. Medium-sized firms have scaled back optimism on capital expenditure, while small businesses show slight improvement.Credit growth has declined for micro and small businesses (15.5% in May 2024 to 10.1% in Nov 2024), remained stable for large businesses, and surged for medium-sized firms (12.6% in June 2024 to 20.0% in Nov 2024).

Findings from analysis of 45,000+ MSMEs during 2021-2024 across 7 sectors

Debt & Credit Trends in MSMEs: Loan disbursements have moderated in 2024, but the rise in working capital loans highlights a growing reliance on short-term financing. This shift reflects the challenges businesses face in long-term planning amid economic uncertainty. Among the 45,000+ MSMEs analysed, the light engineering, electrical equipment, food processing, and chemical sectors emerged as the largest borrowers in the first three quarters of 2024. Interestingly, over the past six months, B2C businesses have taken on less new debt than B2B businesses, except in the auto components and hospitality sectors.

Growing Formalisation in MSMEs: The study finds a clear trend toward formalisation, as businesses report lower cash holdings and declining debt-to-turnover ratios. This shift suggests improved financial management, optimised cash flows, and reduced dependence on external financing. The effect is even more pronounced in mature and larger businesses (₹20 crore+), signalling a steady move toward greater financial transparency and stability.

Micro Businesses & Credit Access: Among 15,000+ micro businesses studied, loan inquiries continue to rise despite lower disbursements, pointing to a persistent demand-supply gap in credit availability. While businesses actively seek funding, lenders remain cautious. A notable trend in 2024 is the increased preference for asset-backed financing, such as loans against gold jewellery, over cash flow-based lending — a sign that lenders favour secured credit amid economic uncertainties.

The semi-annual report, prepared in partnership with Dun & Bradstreet, a leading global provider of business decisioning data and analytics, offers a comprehensive analysis of India’s MSME sector that reveals key trends and opportunities for the sector’s future. It is based on an in-depth analysis of over 45,000 MSMEs across seven key sectors. It offers a nuanced understanding of the MSME landscape, stressing the importance of credit access, formalisation, and digitalisation in ensuring sustained growth.

The report can be downloaded for free from the websites of Dun & Bradstreet India (http://www.dnb.co.in/) and UGRO Capital (http://www.ugrocapital.com/).

About UGRO Capital Ltd (NSE: UGROCAP I BSE: 511742)

UGRO Capital Limited is a DataTech Lending platform, listed on NSE and BSE, pursuing its mission of “Solving the Unsolved” for the small business credit gap in India, on the back of its formidable distribution reach and its DataTech approach. It aims to service every need of every MSME as it believes that #MSMEAchhaHai.

The Company’s prowess in Data Analytics and strong Technology architecture allows for customized sourcing platforms for each sourcing channel – GRO Plus module, which has uberized intermediated sourcing; GRO Chain, a supply chain financing platform with automated end-to-end approval and flow of invoices; GRO Xstream platform for co-lending, an upstream and downstream integration with fintechs and liability providers; and GRO X application, to deliver embedded financing option to MSMEs.

The company’s patented proprietary underwriting model, GRO Score (3.0), is a statistical framework using AI / ML driven statistical models to risk-rank customers and it is revolutionizing MSME credit by providing on-tap financing like consumer financing in India by assessing a borrower’s creditworthiness based on a data tripod – banking, bureau and GST records. UGRO is also a pioneer in the Co-lending model in India, which is prevalent in the West.

The Company is backed by marquee institutional investors (raised INR 900+ Cr of equity capital in 2018, INR 340 Cr in 2023 and INR 1265 Cr in 2024) and aims to capture 1% market share over the next three years. For more information, please visit: http://www.ugrocapital.com/.

Looking ahead, U GRO Capital remains steadfast in its dedication to leverage technology, data-driven insights, and

industry expertise to provide innovative ­financial solutions that meet the evolving needs of MSMEs.For more information, please visit: http://www.ugrocapital.com/

About Dun & Bradstreet India

Dun & Bradstreet, a leading global provider of business decisioning data and analytics, enables companies around the world to improve their business performance. Dun & Bradstreet’s Data Cloud fuels solutions and delivers insights that empower customers to accelerate revenue, lower cost, mitigate risk and transform their businesses. Since 1841, companies of every size have relied on Dun & Bradstreet to help them manage risk and reveal opportunity. For more information on Dun & Bradstreet, please visit www.dnb.com.

Dun & Bradstreet Information Services India Private Limited is headquartered in Mumbai and provides clients with data-driven products and technology-driven platforms to help them take faster and more accurate decisions across finance, risk, compliance, information technology and marketing. Working towards Government of India’s vision of creating an Atmanirbhar Bharat (Self-Reliant India) by supporting the Make in India initiative, Dun & Bradstreet India has a special focus on helping entrepreneurs enhance their visibility, increase their credibility, expand access to global markets, and identify potential customers & suppliers, while managing risk and opportunity.

India is also the home to Dun & Bradstreet Technology & Corporate Services LLP, which is the Global Capabilities Center (GCC) of Dun & Bradstreet supporting global technology delivery using cutting-edge technology. Located at Hyderabad, the GCC has a highly skilled workforce of over 500 employees, and focuses on enhanced productivity, economies of scale, consistent delivery processes and lower operating expenses.

Visit www.dnb.co.in for more information. Click here for all Dun & Bradstreet India press releases.

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GRES 2025: Sungrow Unites Experts on How Innovation is Powering a Sustainable Future

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Sungrow’s GRES was an insightful opportunity for leading experts across the globe to exchange thoughts on pivotal topics toward a sustainable future.The event covered a broad range of topics, relevant to technological innovation, market trends, and safety in renewable energy.

HEFEI, China, April 11, 2025 /PRNewswire/ — Reaffirming its commitment to supporting global partners and driving the transition to a sustainable future, Sungrow successfully hosted the Global Renewable Energy Summit (GRES) 2025 on April 7–9. Under the theme “Innovation that Inspires Sustainability”, the summit welcomed global experts, partners, and stakeholders to explore cutting-edge developments shaping the renewable energy industry.

Driving Innovation: New Products and Technologies Unveiled

“Innovation is our DNA. It drives our breakthroughs, inspires our solutions, and defines our future,” said Jack Gu, Vice Chairman of Sungrow. At the summit, Sungrow launched its latest innovations in solar and storage sectors, along with an industry-leading white paper on grid-forming technologies.

A highlight was the 1+X 2.0 Modular Inverter, tailored for utility-scale applications. The inverter provides increased modularity compared to the previous version, with a more scalable block design from 800kW to 9.6MW. It enables stable operation without derating at temperatures up to 50 degrees Celsius and boasts AI-driven fault detection and advanced grid-forming capabilities, The inverter meets high demands for superior performance, maximum availability, and enhanced reliability.

Also introduced was PowerStack 255CS, a liquid-cooled energy storage system for commercial & industrial (C&I) markets. Equipped with advanced 314Ah battery cells, it offers flexible power capacities—257kWh (2-hour system) or 514kWh (4-hour system)—along with over 90% round-trip efficiency and a 20-year design life. Fully integrated with PCS, EMS, and BMS, and certified under stringent global safety standards such as UL9540 and NFPA855, the system ensures seamless operation across a wide range of scenarios: including C&I standalone ESS, PV plus ESS, EV chargers plus ESS, and microgrids.

Sungrow also unveiled its Stem Cell Grid-Forming Tech 2.0 White Paper, a milestone in ensuring grid security and reliability from a systematic perspective. As power grids evolve, this groundbreaking technology positions Sungrow at the forefront of a more resilient and sustainable energy infrastructure.

Energy Transition: Progress and Gaps

The global transition from fossil fuels to renewables is accelerating, driven by the urgency to mitigate climate change and achieve net-zero emissions. “Global clean energy equipment trade keeps rising,” said Dr. Ali Izadi, Head of APAC Research at BloombergNEF.

Renewables accounted for over 90% of global power additions last year, with 585GW of new capacity. Yet the pace is still insufficient to meet the COP28 goal of tripling global renewable power capacity to over 11 TW by 2030. Tarig Ahmed, Regional Programme Officer of MENA region, International Renewable Energy Agency (IRENA), voiced this concern, urging collective action to close the gap.

Breakthroughs in PV and Energy Storage

Technological innovation is essential to drive deep decarbonization. Professor Kashem Muttaqi from the University of Wollongong pointed out that innovative sustainable energy technologies for future electricity grids are essential, including grid-forming technology, smart power devices, development trends of inverter and energy storage systems, and flexible application scenarios.

Key sessions covered a range of energy storage topics, including Sungrow’s advancements in grid-forming technology which is Sungrow’s answer to the future power grid, and the impressive PowerTitan 2.0 large-scale burn test, showcasing the latest developments on the BESS safety. 

The summit spotlighted successful ESS case studies, including the Bramley 331MWh ESS project by BW ESS and the Saudi Arabia 7.8GWh ESS project by AlGihaz Holding. The Bramley ESS project achieved commercial operations from grid energization in two weeks, while the 7.8GWh ESS project set records with production-to-deployment in two months – redefining speed in grid-scale energy storage applications.

The Net Zero Scenario requires multiple technologies to succeed. Professor Pavol Bauer from Delft University of Technology emphasized the role of multi-technology integration—source-grid-load-storage energy hubs—in shaping a more flexible and resilient energy system. Experts also discussed the future potential of virtual power plants (VPPs), EV charging, and green hydrogen as part of a connected, low-carbon ecosystem.

Distributed Energy Solutions on the Rise

As the demand for clean, decentralized energy grows, distributed generation systems—typically installed close to the point of use—are gaining momentum worldwide. These systems provide efficient, localized energy solutions that contribute to grid flexibility and energy independence.

Sungrow remains at the forefront of this transformation. Its distributed energy solutions already serve over 4 million residential, commercial, and industrial users worldwide. At the summit, Sungrow demonstrated its comprehensive strengths across product innovation, marketing strategy, and service excellence. With a robust and continuously expanding product portfolio, the company is committed to enhancing efficiency, safety, and reliability. At the same time, Sungrow supports its partners with global marketing resources and expertise, as well as a responsive service network, ensuring long-term growth and mutual success.

Distributors attending the summit also shared valuable perspectives on navigating the evolving distributed energy landscape, highlighting the importance of continued collaboration.

Another milestone at the summit was the official launch of the Sungrow Foundation, an initiative dedicated to promoting ecological sustainability through professional expertise. With the mission of “Gathering goodwill for a better world”, the Foundation will focus on four key areas: ecological environment improvement, community development, popular science & education support, as well as emergency response & disaster prevention.

About Sungrow

Sungrow, a global leader in renewable energy technology, has pioneered sustainable power solutions for over 28 years. As of December 2024, Sungrow has installed 740 GW of power electronic converters worldwide. The Company is recognized as the world’s No. 1 on PV inverter shipments (S&P Global Commodity Insights) and the world’s most bankable energy storage company (BloombergNEF). Its innovations power clean energy projects in over 180 countries, supported by a network of 520 service outlets guaranteeing excellent customer experience. At Sungrow, we’re committed to bridging to a sustainable future through cutting-edge technology and unparalleled service. For more information, please visit: www.sungrowpower.com.

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SOURCE Sungrow Power Supply Co., Ltd.

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