2020 is on its way and we are happy to see…

While service management tools like IncidentMonitor are typically used for IT support, they aren’t limited to this area of business. At Monitor 24-7 inc., we have seen an increasing number of clients use our solution to help other departments and make use of its features to manage, control, and report on incoming questions. Any department that deals with incoming questions from customers (both internal and external) needs to answer these questions in a timely fashion. And, to ensure quick responses, one can use a service management tool!

Service desk software is designed to organize customer support for businesses and simplify it for their clients. However, incorrect application of this software can lead to added complications and no benefits. To help you avoid situations like these, Monitor 24-7 inc. has put together a list of the three most common mistakes companies make when implementing service desk software.

Every industry has its own language and terms. These words and phrases can be confusing to anyone who is not part of the daily operations of a specific industry, and the IT service management business is no exception.

Chatbots are very popular on the internet today as they expedite business responses to clients over chats. Chatbots serve as virtual assistants that help clients access information, remember important details, or buy products and services. These smart programs can be preconditioned or taught how to interact with visitors and how to respond to different questions.

As organizations move/migrate to services oriented architecture (i.e. SaaS, PaaS, SOA) we need tools that will allow us to easily, rapidly and robustly integrated disparate products.

 

We are excited to announce a new release of IncidentMonitor™.…

We need to break down the Business / IT barrier and start communicating in common terms. Ensuring that IT is viewed as a contributing factor to the corporate bottom line.

Finding those so called missing E-mails containing service requests.

When it comes to service management software, by leveraging technology efficiently, you will have everything your service business needs to become more efficient and profitable. Unfortunately, like every other field, the service management industry is riddled with misconceptions and myths that have come to be accepted as the truth.

As a committed, collaborative, and communicative firm, at Monitor 24-7, we take immense pride in delivering solutions that improve efficiency for our clients. Often, we’re tasked with providing a solution that may seem simple, but requires an adequate amount of groundwork and integration.

The correct categorization of new requests is key to your service desk performance and the support you provide to your customers. Incorrectly categorized incidents will skew your metrics, throw your SLAs times off and impact the real-time performance of your service desk.

We are delighted to announce the launch of our new website!

We’ve had some very positive feedback on version 9.7.40. There’s…

We are excited to announce a new release of IncidentMonitor™.…

We recently decided to move our corporate SaaS IncidentMonitor environment to Microsoft’s Azure platform. In doing so we thought it may prove beneficial to others to recount our experience moving IncidentMonitor to Azure.

It’s 2018 and we still hear people mentioning this pain point. Over the years our industry has had much discussion about management of out-of-band data. You know, those direct-to-the-agent emails, corporate wikis that somehow become our responsibility and the dreaded walk-ups or fly-bys.

What is policy based service management ? We’ve been talking about it for years. It’s the most important aspect of any Service Management Framework/Application that can guarantee consistent/repeatable service delivery.

OK, one of the questions or approaches we hear quite…

Ok, so we have quite a few vendors jumping on the AI/Machine Learning band wagon in the last few months (you know who!!).. It’s quite frustrating as these guys make it sound like they invented AI for the service management space.