Home Data Center FUSION 17 Recap | What ITSM Can Learn From Workspace Analytics

FUSION 17 Recap | What ITSM Can Learn From Workspace Analytics

FUSION 17 Recap | What ITSM Can Learn From Workspace Analytics

As one of a handful of vendors not selling ITSM software, we weren’t sure what to expect from last week’s FUSION 17 Conference & Expo hosted by itSMF USA and HDI in Orlando. What we found was a community of Service Managers hungry to escape the break-fix trap for a self-healing help desk.

For many ITSM professionals, it was their first time hearing about workspace analytics, which Gartner defines as “analytics using data from an instrumented workplace to achieve a range of objectives, such as digital dexterity, workforce productivity and the creation of new business workflows. This is facilitated via the contextual delivery and discovery of information, with support for new endpoints, such as wearables, and harnessing the convergence of people, business and things in the digital workplace.”

Read more about Workspace Analytics

Here’s what workspace analytics takeaways resonated with the ITSM experts we spoke to:

Don’t rely on guesswork

Technicians shouldn’t need the sleuthing skills of Sherlock Holmes to investigate support tickets. One common complaint we hear from support teams is that they struggle with finding context clues. If the issue isn’t still present by the time support is able to address a ticket, it’s like it vanished without a trace. According to the annual HDI Practices & Salary Report, the median time to respond to a ticket is two to four hours, leaving plenty of time for an incident to flee the scene.

Read the entire article here, FUSION 17 Recap | What ITSM Can Learn From Workspace Analytics

Via the fine folks at Lakeside Software.

Lakeside Software Lakeside Software is a leader in Workspace Analytics. We make SysTrack, a scalable, people-centric solution that helps organizations better understand and support end-users' computing needs and habits, as well as make sourcing and deployment decisions based on real data.

Featured Resources:

Related Articles:


White Papers

    Application Lifecycle Management with Stratusphere UX – White Paper

    Enterprises today are faced with many challenges, and among those at the top of the list is the struggle surrounding the design, deployment, management and operations that support desktop applications. The demand for applications is increasing at an exponential rate, and organizations are being forced to consider platforms beyond physical, virtual and cloud-based environments. Users […]


      Download Commvault VM Backup and Recovery: end-to-end VM backup, recovery and cloud management

      Commvault’s ability to provide end-to-end VM backup, recovery and cloud management creates a significantly better way to build, protect and optimize VMs throughout their lifecycle. Our best-in-class software for VM backup, recovery and cloud management delivers a number of significant benefits, including: VM recovery with live recovery options; backup to and in the cloud; custom-fit […]

      On-Demand Webinars

        What’s Going on in EUC Printing – A Technical Deep Dive!

        The IGEL Community and ThinPrint invite you to watch the following technical deep dive webinar. The agenda is to technically bring you up to speed on what’s going on in the EUC Printing space today along with a deep dive into new methods, technologies, printing scenarios and a discussion on why printing still matters. You […]

        Latest Videos

          Views All IT News on DABCC.com
          Views All IT Videos on DABCC.com
          Win big $$, visit ITBaller.com for more info!

          Visit Our Sponsors