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Where in the cloud is IT headed?

August 22, 2019/in Articles, Dallas IT Departments, IT environment, IT Leaders, IT Strategy/by admin

The cloud permeates all facets of IT — from applications to infrastructure. To find out how tech leaders are planning their cloud strategy, Insider Pro interviewed hundreds of tech decision-makers. The new hot topic in the tech industry has been around since – and this is a conservative estimate – the early 2000s. It’s taken […]

IT Self-Service: Making IT Support Cheaper and More Efficient

August 21, 2019/in Articles, Dallas IT Departments, IT Department, IT Departments, IT organizations, IT self-service, IT service desk, IT Support, technical support/by admin

While the above-mentioned research holds true, a poorly deployed IT self-service can cost you your long-standing client base. Before investing, know below what the technology offers you apart from cost savings: Improved Cost Savings: Instead of dedicating a human resource, IT self-service technology is capturing incidents and taking service requests. There is an option for […]

Where in the cloud is IT headed?

August 22, 2019/in Articles, Dallas IT Departments, IT environment, IT Leaders, IT Strategy/by admin

IT Self-Service: Making IT Support Cheaper and More Efficient

August 21, 2019/in Articles, Dallas IT Departments, IT Department, IT Departments, IT organizations, IT self-service, IT service desk, IT Support, technical support/by admin

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Where in the cloud is IT headed?

August 22, 2019/in Articles, Dallas IT Departments, IT environment, IT Leaders, IT Strategy/by admin

The cloud permeates all facets of IT — from applications to infrastructure. To find out how tech leaders are planning their cloud strategy, Insider Pro interviewed hundreds of tech decision-makers.

The new hot topic in the tech industry has been around since – and this is a conservative estimate – the early 2000s.

It’s taken us a while to get where we are today, but these days the cloud permeates all facets of an IT environment – from applications to platforms to infrastructure. A quick look at the leading public cloud service providers – AWS, Microsoft, Google and IBM — shows the competition is fierce among vendors and the decision-making process for technology buyers isn’t for the faint of heart.

With the roster of vendor-behemoths chasing your cloud dollars, it comes as no surprise that the stakes are high. In its Worldwide Semiannual Public Cloud Services Spending Guide, IDC predicts that spending on public cloud services and infrastructure will more than double between now and 2023 with public cloud spending, growing from $229 billion in 2019 to nearly $500 billion in 2023.

IDC reports that software as a service will be the largest category of cloud computing, capturing more than half of all public cloud spending. Infrastructure as a service (IaaS) will be the second largest category of public cloud spending, followed by platform as a service (PaaS). IaaS spending, comprised of servers and storage devices, will also be the fastest growing category of cloud spending

IT Self-Service: Making IT Support Cheaper and More Efficient

August 21, 2019/in Articles, Dallas IT Departments, IT Department, IT Departments, IT organizations, IT self-service, IT service desk, IT Support, technical support/by admin

Improved Cost Savings: Instead of dedicating a human resource, IT self-service technology is capturing incidents and taking service requests. There is an option for customers to solve their problems themselves too by accessing the knowledge base. For this to be possible, end users must adapt to this technology for IT to earn better revenues and ROIs. Also, the technology should not be limited to the replacement of telephone calls or emails. Backend workflow and automation should undergo continuous upgrades to leverage the technology to its entirety.

Reduced Manual Labor: With IT self-service, there would be fewer calls to service desk agents. Ticket volumes will lessen and, as a result, service desk work volume. Moreover, self-service requests are mostly not urgent so the agents can focus on that after priority tickets and service level targets.

Improvement in Issue and Report Prioritization: To serve customer’s immediate gratification, agents have drifted from working on priority to first-in-first-out mode. Self-service resolves the simple issues for the customers thereby helping the agents to prioritize urgent work.

Better Consumer Experience: End-users want consumer-level IT self-service offerings when they bring in their own devices to work. They too want to log issues, choose from service request catalogs, and skim through the knowledge base. This is possible with IT self-service technology.