For most service desk agents, the average day is unpredictable. The phone can ring at any time, about any type of issue. It could be a minor issue. It could be a catastrophic system failure which is impacting business revenue by the minute (Gartner estimates the average cost of network downtime at $5,600 per minute). The stakes are high and analysts know it. Being
1. Clear Goals Setting clear goals is essential for aligning team efforts and ensuring everyone is moving in the same direction. By articulating objectives with precision, you can eliminate confusion and give your team a concrete understanding of what needs to be achieved. This clarity empowers team members to prioritize tasks effectively and fosters a
What is IT operations management (ITOM)? IT operations management (ITOM) is a set of processes responsible for building, managing, and maintaining an organization’s IT infrastructure and is one of the main functions of Service Operation in the ITIL framework. Its related tasks revolve around the capacity, cost, performance, security, and availability of key technological components and
Estimating in Construction Estimating in construction can really be considered the basis of all project processes, it has an impact on everything that subsequently follows during the project. The estimate leads to the budget preparation, which leads on to the project budget, then the actual quantities and costs and so on… Estimating in construction is the process
1. What is digital transformation? Digital transformation is the process of using technology to create new or modify existing business processes, products, services, and customer experiences. It’s not just about adopting new tools or platforms, but about reimagining how you deliver value to your customers and stakeholders, and how you optimize your operations and capabilities.
Three years ago, sustainability goals were important but not necessarily business critical. Today, they’re non-negotiable. What changed? Economic pressure, regulatory requirements, and environmental accountability have transformed remanufacturing from a ‘nice to have’ into a competitive advantage. Remanufacturing isn’t just about restoring used products; it’s about creating sustainable competitive advantage in an increasingly circular economy. By
When we talk about sustainability, we often overlook the impact of how we deliver services. For service organizations, the collective impact of thousands of service calls, countless miles traveled, and facilities managed worldwide represents both a significant carbon footprint and an opportunity for meaningful change. At IFS, we believe that service is sustainability. That commitment
1. Segment your audience CRM software can help you segment your audience based on various criteria, such as demographics, behavior, preferences, and purchase history. This way, you can create more personalized and relevant messages for each group. You can also target them with different offers, channels, and strategies. Segmenting your audience can help you increase
What is IT change management? Change management, or change enablement, is the process that helps you to effectively implement any transitions or transformations you make in your organization’s IT environments, ensuring they’re carried out successfully and incidents or risks involved are minimized. So, continually assessing what changes are necessary, how they’ll be implemented, and how they’ll be
AI has taken the world by storm, touching nearly every aspect of our lives, however at IFS, we are pioneering the concept of Industrial AI—embedding AI into business solutions to enhance operations and drive real-time decision-making. five key trends shaping the future of service management The expectation for real-time interactions has never been higher. Consumers have
