Recent Posts by David Halfteck

 

Reduce Your IT Support Tickets With Automated Self-Service

According to a Zendesk study, organizations receive an average of 492 tickets per month — 69% of which could be resolved with a single touch. On average, these tickets cost $15.56 per ticket and take more than 24 hours to first respond. Based on my experience, it could take an additional 2-3 days to get the ticket resolved after the initial response has been sent.

Considering that the majority of tickets could be resolved within minutes rather than a full day, there is much room for improvement. Without improvement, there are drastic consequences for your organizations: 22 minutes of lost productivity per day per employee! And lost productivity means lost revenue.

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6 Simple, But Time-Consuming IT Tasks You Need To Automate Today

Between maintaining the current IT environment and driving innovation, IT departments have had to figure out how to manage their increasingly complex environments with fewer resources and less budget and time.

Automating otherwise time-consuming and labor-intensive tasks can not only enable you to chip away at your ever-growing workload faster, but can increase your ability to adapt to changes in your environment — two crucial success factors in today's evergreen IT landscapes.

But where do you start? Here are six simple, yet highly effective IT automation opportunities that you might not have explored yet, but are easily accomplished:

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3 Tell-Tale Signs Self-Service Automation Will Improve Your End User Experience

In a world of Digital Transformation where "King Customer" rules, we can all agree that the experience a user has with a product is instrumental. In other words, today, success is about providing the best possible End User Experience (EUX).

End user experience isn't limited to an organization's customers. It also needs to include its employees and other stakeholders. Internal departments such as HR, finance, marketing, and IT need to learn to tune into and better anticipate the needs of employees as well — especially the IT department!

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Migrating To Office 365 — Plugins, Add-ins, & Macros Compatibility

There's no denying it: If you are a Microsoft shop, it is very likely that your organization is going to migrate to Office 365 sooner rather than later. The SaaS version of the Office Suite has so much more to offer than the on-premise version, i.e., newer features, enhanced security, stability fixes, etc.

Whether your enterprise is updating because your on-premise version (Office 2010) goes end-of-life next year in October, or you want to take advantage of features that your version (Office 2016 & 2019) doesn't have, you can run into roadblocks that will bring your migration to a halt.

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6 Steps To Ensure IT Readiness To Drive Digital Transformation

In the past 12 months, pressure to drive Digital Transformation has reached a new milestone. Alongside with growth, becoming a digital business is now one of the top priorities for CIOs. In fact, our clients and prospects are telling us that one of the biggest concerns right now is figuring out how to increase business agility and drive Digital Transformation to create a sustainable, long-term competitive advantage.

This means companies must figure out how to increase the number, scope, and variety of digital transactions while boosting their ability to react to today's fast changing customer demands. And time is ticking: 33% of organizations already claim they have reached digital scale (significantly more compared to the 17% in 2018), according to Gartner's CIO's Agenda 2019 Report.

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How Automated Endpoint Management Can Improve Your Security Culture

Last year was a record year for cybersecurity breaches, malware attacks, and data leaks — and if the first few months are any indication, this year will bring on a new slew of record-breaking incidents as well.

But it isn't only the record-breaking headlines you should worry about. While massive data breaches, like last year's Target and Equifax incidents, get the most media attention, it is easy to assume that smaller businesses or organizations that haven't been targeted yet won't be under attack soon.

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4 Ways To Future-Proof Your Endpoint Management Automation Investment

When considering endpoint management automation, it is hard to know what you are getting into. There are various solutions that all have a slightly different angle and focus. Oftentimes, it is only afterwards that you realize you should have paid more attention to a specific feature that turns out to be crucial or made a certain integration a must-have requirement in the Request-for-Proposal process. 

But one thing is for sure: you will want to make sure that you pick an IT automation solution that is future-proof, scalable and agile enough. In the past few years, I found that it really comes down to four main considerations:

  • Your new solution needs to integrate with your existing infrastructure to provide an end-to-end solution. 
  • It needs to be extremely flexible and customizable to fit your needs — today and in the future — while centralizing fixes in an ever-growing repository. 
  • IT automation should also allow smart targeting by a large range of filters to enable you to apply automation to a few, to most, or to all of your devices. 
  • Lastly, it should be easy to use for your administrative staff as well as your end users to encourage adoption and wide-spread usage. 

Let's have a closer look at each of those points below.

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What These IT Support KPI's Are Telling You About Endpoint Management Automation

One of the biggest objections that IT professionals and executives face when trying to sell Endpoint Management Automation is: "WHY do we need it?" While the question from an executive management point of view is understandable, it can be frustrating as well. Deep down you are convinced of the benefits this will bring, but how can you convince them?

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How To Package, Deploy & Execute A Fix Using Access Fix Engine In 2 Minutes [Video]

How many times this month have you had users complain about a crashed Word session? I venture to guess, too many times! An important application like Word crashing is frustrating for any non-technical end user — but it also slows them down significantly, leading to hours of reduced if not completely stalled productivity.

Between trying to fix it themselves and asking their co-workers for help before finally opening up an IT ticket, 20 to 30 minutes might have already passed unproductively. Once the ticket is created, the user has to wait for the fix to be deployed. Depending on IT's workload and the priority of the user / problem, this can take several hours. No wonder your employees would rather clean toilets

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IT Help Desk: How To Nail Day 1 Of Your Windows 10 Migration Or Windows Servicing Rollout

Getting end users bought in and excited about moving to Windows 10 isn't always easy — not to speak of getting them on-board and actively engaged in a new Windows 10 version every six months! 

However, for many organizations, active user engagement is the key to Windows-as-a-Service deployment success. Instead of forcing updates on their end users, these companies, these enterprises are turning the tables and deliberately giving the end user not only a say as to when he or she wants to upgrade, but also the opportunity to play an active role in ensuring that everything is done to their satisfaction. 

Today, I want to walk you through three ways that you, as the IT help desk, can ensure that your users are getting the best user experience possible on "Day 1" of the upgrade.

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