QR codes, those touch-free codes that look like square puzzles or mazes, seem to be everywhere these days. Gaining in popularity over the past few years, their proliferation has exploded with the onset of COVID-19 precautions. These wonder-codes make it easy for our mobile devices to quickly scan a menu, pay a bill, and find information about a product or service. QR codes blend the physical world with the virtual.

As distributed work models become the norm, businesses need to respond quickly and effectively to the demands of their employees, especially when it comes to service issues. Historically, using multiple agents across departments has made it difficult for service and operations teams to access the information they need to resolve employee incidents and requests seamlessly.

As we enter spring 2021, transformational changes continue to impact ITSM. While IT service management embraces these new technologies, most organisations don’t currently have the high-level capabilities to match their ambitions. Freshworks has collaborated with the Service Desk Institute (SDI) to produce a report that determines how IT professionals feel about these new advances.

People are an organisation’s greatest asset. They are also the key to an organisation’s productivity, profitability and reputation. If the well-being of employees is neglected, the whole business is adversely affected. Fortunately, business owners and leaders are beginning to take employee well-being very seriously, particularly in the high-pressure world of ITSM.

Artificial intelligence (AI) continues to take its place in the tech field. From virtual assistants to software capable of self-remediation, AI enhances everyday user experiences and increases the use of IT automation solutions in the workplace. Most of the tech workforce welcomes AI with open arms and understands the advances smart technology can bring and how it can improve business objectives.

Before I start my ramble here, let me tell you something... the day I learned how to construct a manual Effective License Position (ELP) in Excel my life gained a new purpose, and it became the biggest hobby, sport and passion ever! Those who have done manual ELPs in Excel will know that magic feeling! First, it’s hard as you scramble for the data and licensing knowledge, but if you’re lucky enough and at least get some vendor report or purchase summary, it's a good starting point...

Hyperconverged Infrastructure is a unified system that combines computer network and storage in one easy way to manage virtualized systems. To give you a brief understanding, these systems have two major components hypervisors and storage controllers. To elaborate further, typically the hyper converged systems are available as fully integrated hardware appliances and a standalone software. The question now arises how does it work?

Coca-Cola is one of the most recognizable brands on the planet. That’s because wherever it’s produced, the quality, product, and design are the same. When three Coca-Cola companies merged in 2016 to create Coca-Cola European Partners, operational differences became apparent. The company needed a way to standardize platforms and processes across 13 Western European countries and 50 bottling plants. We had three systems in place, three ways of working, and multiple languages.

The retail, banking, telecom, and tech sectors have been trying to prove their love of customer experience (CX) for years. But the COVID-19 pandemic has underscored the need to elevate those vital customer relationships. German shoemaker Adidas is a case in point. In November 2020, it reported strong quarter-over-quarter performance.