There is something a little odd happening in many companies right now when it comes to AI technologies.
As part of our efforts to constantly improve and update our products, we are pleased to announce that Access Symphony (along with SignOff and FixEngine) is able to be fully integrated with ServiceNow. In our blog, we have discussed in the past the advantages of Symphony, SignOff, and FixEngine, but today we will focus on how Symphony works with ServiceNow.
META Group estimates that IT help desks on average receive 21 calls for help per user per year! If you have 10,000 users, that is 210,000 IT support tickets a year. Gartner estimates that 40% of IT help desk tickets are related to passwords, e.g., requests to reset a forgotten or lost password. Given that the cost of an L1 support ticket is between $8 and $18, an organization handling 210,000 support tickets a year could spend anywhere between $672,000 and $1,512,000 just to reset passwords!
Since the last time we officially published Capture release notes, we have made a lot of other new features, bug fixes, and updates available. This includes our new capability of automatically converting App-V source files to MSIX as well as the ability to launch and load App Volumes containers. We will write up more details on that last one very soon, but today we wanted to definitely tell you about a nifty little feature that will make things easier for a lot of our customers: an option that replaces the use of GUAC (Remote Desktop Gateway/RDP in a browser) in WinTel environments.
If the last two years have taught us anything about the importance of impactful IT investments, it is that creating an outstanding employee experience is just as important as optimizing customer experiences. While at first, organizations tried to create outstanding digital experiences to retain their customers (and sometimes even lure new ones from less agile competitors), it became very quickly apparent that employees working from home required a better set-up as well.
For an organization to understand and properly apply user-to-device affinity — since this affinity is crucial to many aspects of the company, from budgets to IT planning — it is imperative to know who the owner of a machine is. However, ownership is defined differently by every organization, and multiple factors come into play, such as the quantity and quality of data gathered.
If you have been following our blog, you will have read many posts about how our products can help you by taking mundane, repetitive daily tasks and automating them rather than having employees do them. Automation undoubtedly saves your organization time, money, resources, and a lot of headaches. So although we designed our products with the specific needs of our clients in mind, sometimes there are unexpected uses that our products are suited for as well.
Traditionally, application packaging and testing solutions required an organization to work its application management workflows around the platform's requirements. And for some organizations that have what I call a sausage-factory-type process — meaning feed the to-be-packaged and tested applications in at the front, go through a pretty linear workflow, and receive the desired outcome at the end — this works pretty well.
Over the past few years, Access IT Automation has grown from being a provider of application packaging and testing automation solutions (Access Capture) and automated endpoint management tools (such as Access Symphony and Access FixEngine) to creating a holistic platform that allows enterprise-size organizations to not only enable Modern Desktops, but to also constantly fine-tune their environment to walk the fine line between optimizing for user performance/experience and keeping costs as low as possible. We call this balancing act Modern Workplace Experience.