How to Troubleshoot Home Wi-Fi Issues for a Remote Workforce
Keep remote workers securely connected and productive with digital experience monitoring
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Driving Efficiencies in Global Field Support Services
How to use digital experience management and ITSM optimization to boost efficiency and help cut down on costly onsite visits Exactly one year ago, I was creating field support solutions for organizations across the globe and it troubled me to see so much money spent on inefficient dispatch visits (meaning visits on an hourly basis)…
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Office 365 Troubleshooting Tips for IT Admins
While Office 365’s SaaS model is the key to its collaboration and flexibility benefits, relying on third-party infrastructure can make Office 365 troubleshooting tricky for IT admins. In addition to figuring out what exactly is going wrong, it’s hard to answer the question of why something is happening. That’s because the source of an Office…
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How Enterprises Are Measuring and Improving VPN Performance for Remote Workers
If an army “marches on its stomach,” enterprises counting on employees working from home thrive or fail by the performance of their VPNs. As the number of remote employees surpasses anything we’ve seen before, corporate VPNs are being challenged to keep up. During a recent webinar, we polled attendees to find out what areas are…
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What Is the True IT Service Desk Cost Per Ticket: $20 or $500?
The IT service desk is the bridge between end users and IT. Like a good bridge, the best service desks move people through efficiently, comfortably, and reliably. Continuing this metaphor, congestion is a major problem for the average IT service desk. According to research by Zendesk, the average internal service desk receives 492 tickets per…
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How Intel® EMA and SysTrack Help IT Create a Better Digital Experience for Remote Workers
Nearly 70% of workers globally work remotely at least once a month, according to a “2019 State of Remote Work” report from Owl Labs. While the remote workers surveyed reported feeling happier and more productive in their jobs, the study also found that around three quarters of remote employee managers cite IT support issues as…
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Introducing SysTrack 9.0: Ground-breaking Monitoring and Automated Resolution
Remember when we switched from CDs to streaming? Few imagined how streaming could be sustainable for the music industry and, although many fought arduously against it, eventually they embraced the change and shifted music’s entire sales model, forever. Something that was seemingly not able to be managed and monitored became a great source of growth for…
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Guide to AIOps Tools in 2019 | How to Choose & Key Concepts
AIOps tools are gaining popularity in 2019, indicating a shift toward a modern IT strategy that incorporates machine intelligence to better support digital transformation. Wondering if your organization needs AIOps? We’ve written this guide to cover everything you need to know about this emerging space including guidance on selecting the right tool to meet the…
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Should IT “Delete” Internet Explorer?
“The perils of using Internet Explorer as your default browser” doesn’t sound like a headline that would come from Microsoft, but in a recent company blog post, Chris Jackson, Microsoft’s Worldwide Lead for Cybersecurity, outlined the case against IE. Now, deciding whether to delete Internet Explorer is easy enough for the average home user, but it’s…
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Java Did What? Understanding How 2019 Java Licensing Changes Impact You
If you have Java in your environment you may have already heard that in 2018, Oracle announced deep Java licensing changes to Java Standard Edition (SE) that took effect in January 2019. These changes have left the community with many unanswered questions about licensing and about their environments, not in the least of which is, “What should…
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Three IT Self-Service Myths to Avoid
IT self-service has been in practice for over a decade, yet many organizations are still struggling to achieve expected benefits. Why? Self-service comes in various forms: knowledge management systems, FAQs, portals, custom dashboards, etc. It’s like chocolate cake. Many different recipes can create one that’s delicious, but they all share some key ingredients. One cannot,…
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Proactive IT Support Strategies: Is Level 0 Support Right for You?
It’s a running gag in IT that end users tend to ask for help with the same few things: “My computer is slow,” “I can’t connect to the printer,” etc. The goal of Level 0 support is to lessen some of those pain points by resolving incidents before they reach the service desk through a combination…
