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Top Stories by ManageEngine IT Matters

Seven Essentials for a Top-Performing IT Help Desk By Ujjwal Sood, product analyst, ManageEngine The help desk forms the backbone of IT operations for many federal, state and local government agencies. In fact, the cross-functional nature of its operation means the help desk directly impacts productivity and is an essential part of what enables an agency to meet its stakeholder needs. However, owing to increasingly complex IT environments, managers struggle to ensure that their help desks are operating at optimum efficiency. This seven-point guide will help IT managers ensure their help desks deliver exceptional service while maximizing productivity. 1. Create the right structure: Properly structuring an IT help desk can greatly improve its efficiency. Organize help desks into multiple levels or tiers. In a three-tier help desk, for example, tier 0 can be a self-serv... (more)

Self-Service Analytics Is Replacing Traditional BI | @CloudExpo #Cloud #BusinessIntelligence

Why Self-Service Analytics Is Replacing Traditional Business Intelligence By Pritika Ramani, Product Analyst, ManageEngine Modern organizations typically use several IT tools to monitor their applications, networks and other IT components in real time. Unfortunately, this leads to independent data islands, which creates a one-dimensional view of IT. In order to make strategic decisions, organizations need an IT operational analytics tool to analyze data from multiple sources, spot trends and make better decisions. While there are several analytics tools in the market, most tend to ... (more)

Evolving #ITSM to Support #IoT | @ThingsExpo #IIoT #M2M #AI #BigData

Evolving ITSM to Support the Internet of Things By Ujjwal Sood, Product Analyst, ManageEngine The Internet of Things (IoT) is going to transform society. The buzz across the technology industry about machine-to-machine connectivity - where virtually every object is interconnected via embedded sensors, software and electronics to collect and exchange data - is in the news daily. Gartner forecasts that 11.4 billion connected things will be in use worldwide by 2018. Regardless of the pace at which businesses adopt the IoT, connected devices will become the new normal, and IT servic... (more)

ITSM Analytics | @CloudExpo @Zoho #BigData #DevOps #ITSM #AI #ML #DL

Everything You Need to Know About ITSM Analytics By Sridhar Iyengar, Vice President, Product Management, ManageEngine ManageEngine conducted a survey to understand what IT pros need from an advanced analytics tool. The survey looked at the critical areas of analytics and reporting for service desk management around incident management, asset management and change management. Here's what they had to say: Who needs reporting the most? 76.6 percent indicated CIOs and service desk managers. Service desk managers and CIOs are key decision makers who need insight from their data to form... (more)

Control Application Downtime with Application Dependency Maps | @CloudExpo #Cloud #APM #Monitoring

Control Application Downtime with Application Dependency Maps By Sridhar Iyengar, Vice President, Product Management, ManageEngine Application downtime is an enterprise's worst nightmare. On top of that, it's fairly common. According to a survey conducted by Dun & Bradstreet, 59 percent of Fortune 500 companies experience a minimum of 1.6 hours of downtime per week. Each time a business application fails, the IT admins have a herculean task ahead of them. They must figure out the root cause of the problem, rectify it and get the business running - all within a short span of time. ... (more)