Whitepaper-Archiv
How to use AI to scale personalized customer service
Customers today want everything, everywhere, all at once-and the resolutions have to be fast, customized, and contextual. Personalized customer experiences are key to winning and delighting customers. Gartner confirms customers...
Unify campus services with right-sized ITSM
University IT teams providing service management are expected to do more with fewer resources. According to Fresh service Service Management Benchmark Report 2023, university IT teams take the longest time (Average Resolution T...
The Road to a World-Class Campus IT Experience
With the average 18-34-year-old college student owning around seven tech devices, redesigning your campus experience from just being "connected" to a "smart" environment is crucial to provide enhanced services. Beyond mere conn...
Campus-wide Service Management on a Single Platform
Our goal is to enhance the experience of your students, faculty, and staff. And streamline the ways in which they report issues and request services on campus. This document will provide a list of simple steps and resources you...
Maximize efficiency with right-sized ITSM
The advent of Industry 4.0 and the economic uncertainty have introduced new complexities to manufacturers' IT environment. Obsolete systems and insufficient automation impede digital transformation. Enhance IT experience acros...
State of Workplace Technology: AI in IT
IT teams can’t catch a break. They were on the front lines to implement massive investments in “digital transformation” over the last decade. We called on them again during the pandemic to help millions transition to remote wor...
The CIO and CTO Agenda for 2024 and Key Issues that IT Leaders Will Face
For the 2024 edition of The Hackett Group’s Technology Key Issues Study, leaders in business services finance, human resources (HR), information technology (IT), procurement, and global business services (GBS) were asked about ...
AI + ITSM: A guide to making IT work smarter, faster, and more efficiently.
IT leaders face major challenges with IT Service Management (ITSM) today. From increasing complexity of IT environments, growing user expectations, and the need for swift problem resolution, there are big hurdles to overcome. ...
The future of customer service: Turning AI from hype into reality
The best customer interactions are personalized and instantaneous. Now, imagine if you could automate all of those interactions. Your customers wouldn't have to wait to get their questions answered, service agents would be more...
CI/CD Security Checklist: Six Best Practices to Proactively Address CI/CD Pipeline Weaknesses
CI/CD pipelines play a critical role in cloud-native software development, serving as the foundation in which developers store, compile, and deploy code. But CI/CD pipelines are frequently the weakest point in the software supp...