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Mastering IT Operational Excellence: Strategies for Improving Productivity and Reducing Ticket Volumes


Many organizations today are in the midst of improving end user productivity and reducing costs, but the approach has been to look at IT solutions in silos. As budgets tighten and IT operations struggle to maintain low ticket volumes, IT operations teams are faced with whether to renew expensive siloed monitoring tools or adopt new ones that provide full end-to-end visibility. These are just table stakes for most organizations. 


Next-generation digital experience monitoring solutions will have to provide industry-leading capabilities to enhance end user experience.

  1. The first step is to maximize digital dexterity with global insights. The internet is now the corporate network, and enabling IT teams with internet health will assist in keeping end users productive from anywhere.
  2. The second step is to achieve faster IT resolutions using AI. Ticket volumes have inevitably increased since the start of the pandemic and the adoption of remote and hybrid work, with operations troubleshooting local Wi-Fi, ISPs, devices, and more. To wrangle tickets, IT operations need AI to help pinpoint where issues could reside, which would accelerate mean time to resolve (MTTR) and get users back to work faster. The impact would also reduce the number of tickets being escalated from L1 to L2 to L3, and alleviate those teams to focus on business-driving projects.
  3. The third step is scaling your global enterprise. Macroeconomics have pushed organizations to show profits faster which leads to mergers and acquisitions. As organizations grow, being able to handle hundreds or thousands of new employees overnight places additional challenges on an already burdened IT staff. Digital experience monitoring solutions that provide device health (CPU, memory, disk I/O, Wi-Fi) and integrate into existing ITSM workflows no matter where the user is located is vital.


If gaining insights from your existing environment, achieving faster IT resolutions using AI, and scaling your global enterprise is key your organization’s success, check out our Amplifying IT Operational Excellence with Next-Generation Digital Experience Monitoring Solution event, where we'll unveil groundbreaking innovations that will help your business tackle modern monitoring challenges.

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