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Improving Service Desk Efficiency: Info-Tech Research Group’s Guide to Enhancing Incident Resolution Through ITSM Ticket Data Optimization

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Info-Tech Research Group’s new blueprint provides a comprehensive guide to analyzing IT service management (ITSM) ticket data and addressing key challenges, such as poor ticket hygiene, undocumented tickets, and overwhelming metrics. The recently published research offers actionable insights to help organizations improve service desk efficiency and decision-making.

TORONTO, May 31, 2024 /PRNewswire/ – With the growing complexity and volume of IT service tickets, organizations are struggling to maintain efficient service desk operations. Recent advancements in AI and data analytics offer new opportunities to gain insights from IT service management (ITSM) ticket data, making it crucial for service desks to consider how best to leverage these technologies. Info-Tech Research Group’s latest blueprint, Analyze Your ITSM Ticket Data, addresses the challenges faced by service desks by offering a comprehensive approach to optimize service desk performance through data analysis. By centralizing and standardizing ticket data, tracking meaningful metrics, and systematically analyzing results, organizations can drive significant improvements in service quality and operational efficiency.

“Like with any practice, analyzing ITSM ticket data works best with a defined flow,” says Benedict Chang, advisory director at Info-Tech Research Group. “Service desks improve their services by leveraging ticket data to inform their actions, but many organizations don’t know where to start. It’s tempting to wait for perfect data, but there’s a lot of value in analyzing ticket data as it exists today.”

Info-Tech’s blueprint emphasizes the importance of a structured approach to ITSM ticket data analysis. By following a three-phase methodology, organizations can improve ticket data cleanliness, identify key trends, and make informed decisions to enhance service desk performance. This recommended framework ensures that service desks can keep pace with evolving business needs while maintaining high standards of customer satisfaction and operational excellence.

“By reviewing ticket data, organizations can improve organically. This process provides insights into the state of the environment, the health of processes, and the quality of services. Regular data analysis drives continuous improvements,” says Mahmoud Ramin, senior research analyst at Info-Tech Research Group. “The results of the ticket analysis should be acted on, which may include celebrating successes when the data looks good. If necessary, the results can inform larger changes to service desk strategy or processes. It’s also essential to communicate the results to the right stakeholders, from end users to technicians to leadership.”

The research found within the new blueprint outlines a comprehensive approach for leveraging ITSM ticket data effectively. This structured methodology ensures organizations can systematically gather, analyze, and act on ticket data to drive meaningful improvements. The approach includes the following steps:

Gather Data: Collect ticket data or start measuring the right metrics to ensure comprehensive coverage of service desk activities.Extract and Analyze: Organize and visualize data to extract insights, identifying patterns and trends that can inform decisions.Act on the Results: Implement low-effort improvements and celebrate quick successes to build momentum and demonstrate immediate value.Implement Larger Changes: Reference ticket data while implementing process, tooling, and other changes to ensure alignment with data-driven insights.Communicate the Results: Use data to show the value of efforts, effectively conveying the impact to stakeholders at all levels, from end users to leadership.

Info-Tech’s research details how systematic ITSM ticket data analysis can transform service desk operations, emphasizing the necessity of a phased approach. This method ensures that organizations not only meet current operational goals but also enhance their ability to adapt to future challenges. By integrating comprehensive data analysis practices, service desks can improve incident resolution times, reduce operational costs, and increase customer satisfaction. Adopting these practices positions service desks to address issues as they arise, maintain high service standards, and continuously drive operational excellence.

For exclusive and timely commentary on this topic from Info-Tech’s analysts and access to the complete Analyze Your ITSM Ticket Data blueprint, please contact pr@infotech.com.

Info-Tech LIVE 2024

Registration is now open for Info-Tech Research Group’s annual IT conference, Info-Tech LIVE 2024, taking place September 17 to 19, 2024, at the iconic Bellagio in Las Vegas. This premier event offers journalists, podcasters, and media influencers access to exclusive content, the latest IT research and trends, and the opportunity to interview industry experts, analysts, and speakers. To apply for media passes to attend the event or to gain access to research and expert insights on trending topics, please contact pr@infotech.com.

About Info-Tech Research Group

Info-Tech Research Group is one of the world’s leading research and advisory firms, proudly serving over 30,000 IT and HR professionals. The company produces unbiased, highly relevant research and provides advisory services to help leaders make strategic, timely, and well-informed decisions. For nearly 30 years, Info-Tech has partnered closely with teams to provide them with everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.

To learn more about Info-Tech’s divisions, visit McLean & Company for HR research and advisory services and SoftwareReviews for software buying insights.  

Media professionals can register for unrestricted access to research across IT, HR, and software and hundreds of industry analysts through the firm’s Media Insiders program. To gain access, contact pr@infotech.com

For information about Info-Tech Research Group or to access the latest research, visit infotech.com and connect via LinkedIn and X.

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IdentityIQ Expands Access to Identity Protection and Financial Wellness Tools with New Spanish-Language Experience

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New Spanish-language version brings identity protection, credit monitoring and financial health resources to more than 41 million Spanish-dominant speakers in the U.S.

TEMECULA, Calif., Sept. 1, 2026 /PRNewswire/ — IdentityIQ, a leading provider of identity theft protection, credit monitoring and financial wellness solutions, today announced the launch of new plans now in Spanish, expanding access to comprehensive identity and credit protection to more than 41 million Spanish-dominant speakers in the United States.

The new Spanish-language experience gives consumers the ability to enroll, access their member dashboard and manage their financial health entirely in Spanish. The launch also supports B2B partners serving Spanish-speaking customers with a localized partner experience.

“Financial protection shouldn’t depend on language,” said Rick Eggleton, chief revenue officer for IDIQ, which operates the IdentityIQ brand. “Our Spanish-language offering gives millions of consumers greater access to the tools they need to protect their identity, credit and financial health.”

The Spanish-language plans include IdentityIQ’s most comprehensive suite of identity protection and financial wellness tools, including credit monitoring, dark web monitoring, identity theft alerts, credit score tracking, optional rent and utility payment reporting, credit education and other financial health resources.

The launch addresses a significant gap in the financial services marketplace, where language barriers can limit access to tools that help consumers monitor their credit, detect potential identity theft and build stronger financial profiles.

“This is more than translating a product,” Eggleton said. “It’s about making identity protection and financial wellness easier to understand, easier to access and more relevant to Spanish-speaking consumers.”

The launch reflects IdentityIQ’s broader commitment to making identity protection and financial wellness more accessible to underserved communities. By offering its core services in Spanish, IdentityIQ is helping remove language barriers that can make it more difficult for consumers to understand and actively manage their credit and financial health.

The Spanish-language launch also expands opportunities for IdentityIQ’s B2B partners to provide identity protection and financial wellness benefits to Spanish-speaking customers and employees.

“Everyone should have the opportunity to understand and take control of their financial wellness,” Eggleton said. “Expanding our premium plan in Spanish is an important step toward making that possible for millions of consumers.”

For more information on IdentityIQ’s Spanish-language plans and its comprehensive identity protection, credit monitoring and financial wellness solutions, visit https://www.identityiq.com.

About IdentityIQ

IdentityIQ®, offered by IDIQ®, is a leading provider of identity theft protection, credit monitoring and financial wellness solutions. IdentityIQ helps consumers monitor and protect their identities, credit and personal information through comprehensive monitoring, alerts and recovery support services.

View original content:https://www.prnewswire.com/news-releases/identityiq-expands-access-to-identity-protection-and-financial-wellness-tools-with-new-spanish-language-experience-302866626.html

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BKF Appoints Andrew Esposito Chief Financial Officer

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People-focused AEC industry veteran appointed to support strategic growth

OAKLAND, Calif., Sept. 1, 2026 /PRNewswire/ — BKF, the premier AEC firm in the Western United States, today announced the appointment of Andrew Esposito as Chief Financial Officer, a strategic addition to its executive leadership team as the firm continues to invest in growth, expand its market presence, and pursue new opportunities across the region.

A proven financial and operational leader, Esposito brings extensive experience guiding organizations through periods of expansion while maintaining a strong focus on culture, performance, and long-term value creation. As CFO, Esposito will lead BKF’s financial strategy and operations, helping position the firm for its next chapter of growth while supporting the company’s commitment to employees, clients, and strategic partners.

“Andrew brings a rare combination of financial acumen, operational insight, and people-centered leadership to BKF,” said CEO Darren Riegler. “He understands that the most successful organizations are built on a foundation of trust, shared values, and disciplined growth. His experience and perspective will help us continue expanding our impact, strengthening our partnerships, and creating long-term value for our people and our partners.”

Most recently, Esposito served as CFO at WSP USA, where he had end-to-end responsibility for the finance operations of an approximately $8 billion business. During his tenure, he helped scale the finance organization through a threefold increase in revenue and headcount. He also played a senior role in more than a dozen acquisitions and carve-outs totaling approximately $5 billion in transaction value.

“Strong financial performance and strong organizations are built together,” said Esposito. “From the beginning, I was drawn to BKF’s culture, energy, and strong sense of purpose, as well as its reputation for innovation, client focus, and sustained growth. I’m excited to work alongside the leadership team to build on that momentum, support the firm’s long-term success, and help advance our shared vision of becoming the preeminent infrastructure firm in the Western U.S.”

The appointment comes as BKF continues to execute its growth strategy, building on the successful merger with MNS and acquisition of Lotus Water to expand its capabilities and deliver greater value across the full project lifecycle.

About BKF

For more than 110 years, BKF has partnered with public and private clients to plan, design, and deliver infrastructure projects that strengthens communities throughout the Western United States. With more than 800 people across 20 offices, BKF provides planning, engineering, surveying, program and construction management, and consulting services for transportation, water, government, and land development projects.

Our mission is simple: Do great work, grow a thriving business, and delight our clients. We believe great infrastructure starts with strong relationships, collaboration, and a shared vision for building a better future. Together with our clients, BKF tackles the region’s most complex challenges and creates lasting impact in the communities where we work.

For more information, visit bkf.com

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The World Is Invited: Edison Awards Opens Nominations for Its 40th Anniversary Year

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A Global Icon of Innovation Marks Four Decades — And Calls On Innovators Everywhere to Step Forward

FORT MYERS, Fla., Sept. 1, 2026 /PRNewswire-PRWeb/ — Forty years ago, a handful of bold ideas changed how the world lives, works, and moves. Today, the Edison Awards, one of the world’s most recognized names in innovation, throws open its doors for its landmark 40th anniversary, inviting innovators, entrepreneurs, and enterprises on every continent to put their breakthroughs on the world stage.

“We are seeing extraordinary innovation emerge from every region of the world, and our 40th year is a chance to recognize just how far this global community of innovators has brought us and how much further we’ll go together,” said Frank Bonafilia, CEO of the Edison Awards.

Starting September 1, 2026, nominations open for the 2027 Edison Best New Product Awards™. Whether it’s a five-person startup team working out of a garage or a Fortune 500 R&D powerhouse, the invitation is the same: bring the innovation you’re proudest of and let the world see it. Nominations close December 15, 2026, with winners revealed in March 2027.

“Forty years ago, the Edison Awards set out to celebrate the innovators bold enough to reimagine what’s possible and that mission has only grown more urgent, and more global, with every passing year,” said Frank Bonafilia, CEO of the Edison Awards. “This anniversary year is shaping up to be our most exciting yet. We are seeing extraordinary innovation emerge from every region of the world, and our 40th year is a chance to recognize just how far this global community of innovators has brought us and how much further we’ll go together.”

Four Decades of Naming What’s Next

Since 1987, the Edison Awards has celebrated the products and ideas that went on to define entire industries in health, sustainability, mobility, and technology. Forty years in, the program isn’t slowing down: it’s expanding, honoring nominees from startups to global enterprises, from every corner of the map.

Two New Awards Built for a Global Stage

Two new honors join the program: The Global Excellence Award, for the best innovation across five regions North America, Latin America, Europe, Middle East & Africa, and Asia-Pacific and The Innovation at Scale Award, honoring standout innovation from Startup/Emerging (under 10 employees) to Global Enterprise (5,000+ employees).

2027 Award Categories

Commercial Technology, Consumer Solutions, Critical Human Infrastructure, Cultural Impact & Education, Energy & Climate Resiliency, Engineering & Robotics, Health, Medical & Biotech, Lifestyle, Entertainment & Design, Manufacturing & Logistics, Materials Science, Public Safety, Security & Digital Integrity, Software Solutions, Transportation, Aerospace & Flight, and Water, Food & Agriculture.

The Call Is Open — Here’s How to Answer It

Early Bird: September 1 – October 15, 2026. General: October 16 – December 15, 2026.

Eligible products launched January 2025–January 2027, judged on Concept, Value, and Impact.

Be counted among them. Submit your nomination at www.edisonawards.com.

About The Edison Awards: Established in 1987, the Edison Best New Product Awards™ honor excellence in product and service innovation transforming how we live, work, and play. Inspired by Thomas Edison’s legacy, the program recognizes game-changing solutions worldwide, offering global recognition, credibility, and connections that drive growth.

Media Contact

Frank Bonafilia, Edison Awards, 1 7732305744, fbonafilia@edisonawards.com, https://edisonawards.com/

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