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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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SOURCE Info-Tech Research Group

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LCN Senior Swing first to utilize newly released Allegion Optimize mobile application

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Optimize unifies connected solutions, enabling better efficiency while managing, calibrating and troubleshooting devices throughout their life cycle.

CARMEL, Ind., Sept. 1, 2026 /PRNewswire/ — Allegion US, a leading provider of security solutions, technology and services, launched Allegion Optimize™, a mobile application created to unify and streamline management of select Allegion products within one easy-to-use tool built with customers’ needs in mind. The release coincides with the latest firmware update for the award-winning LCN Senior Swing Series Auto Operator, making it the first device to utilize Optimize. Key features allow installers and facility teams to calibrate, adjust, maintain and troubleshoot the LCN Senior Swing with just the app, resulting in greater efficiency, precision and safety.

Not your typical commissioning app

Optimize creates a single, unified experience that reduces time and friction in device commissioning, diagnostics and firmware updates across connected Allegion solutions via Bluetooth® connection. By providing support throughout the device’s life cycle, facility teams not only gain improved efficiency but better insight into the data and controls that help keep their openings running smoothly.

“Between 2018 and 2033, it’s predicted that up to 50 percent of the facility management workforce will retire,” said Emily Zentz, Allegion product manager, automatic operators. “As new facilities professionals step into the industry, it’s imperative that technology advances in line with their growing expectations. The Optimize app answers that call, positioning Allegion’s line of auto operators with a modern experience.”

LCN Senior Swing first to utilize Allegion Optimize

Setting adjustments, troubleshooting and calibration on the LCN Senior Swing is now even easier. In-app calibration, diagnostic tools, firmware updates and data management enable installers and facility teams to have a greater level of control over their buildings.

Once the LCN Senior Swing is installed, the installer can run the calibration cycle from the app. This allows them to be safely on the ground and watch the door more closely to determine whether further adjustments are needed. Users can fine tune the settings on the Optimize app without removing the cover on the Senior Swing or climbing a ladder. When troubleshooting, Optimize provides details for any error codes or notifications, so the user can quickly review, digest and act upon that information before engaging with technical support.

Device management with one seamless solution from Allegion

Allegion Optimize won’t stop with the LCN Senior Swing. It is designed to be the new unified device management mobile application that will simplify the commissioning, configuration and ongoing maintenance of future Allegion connected devices across multiple product categories. Plans to support additional auto operators and electronic locks will be announced later this year.

Allegion Optimize is available now in the Apple App Store® and Google Play™ store for use with LCN auto operators. Learn more about Optimize and the LCN Senior Swing at AllegionOptimize.com.

About Allegion 

At Allegion (NYSE: ALLE), we design and manufacture innovative security and access solutions that help keep people safe where they live, learn, work and connect. We’re pioneering safety with our strong legacy of brands like CISA®, Interflex®, LCN®, Schlage®, SimonsVoss®, Von Duprin®. Our comprehensive portfolio of hardware, software and electronic solutions is sold around the world and spans residential and commercial locks, door closer and exit devices, steel doors and frames, access control and workforce productivity systems. For more, visit www.allegion.com.

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SOURCE Allegion US

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In HelloNation, Breast Pump Expert Patty Gatter Explains Breast Pumps That Fit Busy and Unpredictable Schedules

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The article explains how flexible pumping solutions help parents balance breastfeeding with changing daily routines.

EMMAUS, Pa., Sept. 1, 2026 /PRNewswire/ — What is the best breast pump for a busy schedule? A HelloNation article features insights from Breast Pump Expert Patty Gatter of The Breastfeeding Shop in Emmaus, Pennsylvania, explaining how choosing a breast pump that fits changing routines can make breastfeeding easier to manage.

The article explains that becoming a parent often means adjusting to schedules that change from one day to the next. Meetings may run late, errands take longer than expected, and childcare responsibilities can interrupt carefully planned routines. Choosing a breast pump that supports flexibility instead of adding extra demands can help parents continue breastfeeding while balancing work, family responsibilities, and everyday life.

According to the article, a flexible breast pump is designed to fit into a variety of routines rather than requiring parents to stop everything for each pumping session. Whether pumping while working from home, during breaks at the office, or between appointments, equipment that adapts to changing schedules helps reduce stress and supports a more consistent breastfeeding routine.

The article also highlights the convenience of a wearable breast pump. Unlike traditional systems that often require parents to remain seated near an outlet, wearable options fit inside a nursing bra and provide greater freedom of movement. Parents may be able to answer emails, complete household tasks, prepare simple meals, or care for their baby while pumping, making it easier to use available time efficiently.

Portability is another important feature discussed in the article. A portable breast pump can be especially helpful for parents who commute, travel regularly, or spend much of the day away from home. Lightweight designs that fit easily into a diaper bag, work bag, or backpack make it easier to stay consistent with pumping regardless of where the day leads.

The article emphasizes that comfort should remain a priority when selecting a breast pump. Adjustable suction settings, proper flange sizing, and an easy-to-use design all contribute to a better pumping experience. Comfortable equipment often encourages more consistent pumping, which may better support ongoing breastfeeding goals.

Battery life and noise level are also important considerations covered in the article. Rechargeable batteries that last through multiple pumping sessions reduce the need for frequent charging, while quieter operation can provide additional privacy in workplaces and other shared environments. These practical features often become more valuable as parents settle into their daily routines.

Cleaning and maintenance are equally important. The article explains that wearable breast pumps and portable breast pumps with fewer individual parts may reduce the time spent washing and reassembling equipment after each use. Those small conveniences can make pumping feel more manageable for parents with demanding schedules.

The article also encourages parents to think about their long-term needs instead of focusing only on the first weeks after birth. Family routines often change as babies grow, work responsibilities evolve, and childcare arrangements develop. Choosing a breast pump that continues meeting those changing needs can provide lasting value throughout the breastfeeding journey.

The article concludes that there is no single breast pump that is right for every parent. Some families prioritize portability, while others place greater importance on comfort, quiet operation, or wearable convenience. Carefully considering personal routines, pumping frequency, and daily responsibilities helps narrow the available options and makes choosing a breast pump feel less overwhelming.

Breast Pumps That Fit Busy and Unpredictable Schedules features insights from Patty Gatter, Breast Pump Expert of Emmaus, Pennsylvania, in HelloNation.

About HelloNation

HelloNation is America’s Good News Network, a premier media platform built on the idea that good news travels faster when real people tell real stories. Through its community-focused publications and innovative “edvertising” approach, HelloNation delivers content that informs, inspires, and spotlights the leaders making a meaningful impact in their communities.

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Lucid Bots Launches Power Tether, the Cleaning Drone Industry’s First Ground-Powered Continuous Flight System

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The launch comes as Lucid Bots’ connected fleet surpasses 8,760 cumulative flight hours — the equivalent of a full year in the air

CHARLOTTE, N.C., Sept. 1, 2026 /PRNewswire/ — Lucid Bots has announced the Power Tether, making it the first company to bring a ground-powered continuous-power system to commercial cleaning and spraying drones. The system supplies continuous external power to the Sherpa drone, reducing planned battery-change interruptions during longer cleaning and spraying operations. The announcement comes as Lucid Bots operators have recently recorded more than 8,760 cumulative flight hours; the equivalent of more than one full calendar year in the air.

Measured through telemetry data as of August 17, the milestone aggregates airborne time across 600+ Sherpa drones. It represents cumulative activity across the network, not a single continuous flight and not exclusively Power Tether-powered flight.

Conventional battery operations require the drone to land periodically so crews can swap packs, relaunch and reacquire position. The Power Tether shifts the primary power source to the ground: its air module mounts in the Sherpa drone’s battery bay, while a ground station connects to a compatible generator. The result is a longer, steadier work session with fewer planned interruptions and less need to schedule the job around battery cycles.

Adoption data reflects the shift. Among customers who have logged more than an hour on the Power Tether, more than 90% of their flight time now runs on tether power, with batteries used for the remaining 10%. That split is a signal that once crews have the system on hand, they default to it for the bulk of the job.

“Those hours belong to our customers. A year in the air is a year of everyday businesses generating revenue and doing dangerous work faster and more safely,” said Andrew Ashur, Founder and CEO of Lucid Bots. “Too much of robotics has lived in the promise of headlines. This is customers on job sites building real companies and creating real value. The Power Tether also ends the old battery debate that has dominated our industry. Once customers try it, the data shows they don’t go back to swapping packs. Crews stay focused on the building instead of the battery clock.”

— Andrew Ashur, Founder and CEO of Lucid Bots

The Power Tether installs in less than 15 minutes on compatible Sherpa drone systems. Firmware monitors power draw in real time and alerts operators as they approach operating limits. If generator power is lost, onboard battery backup supports the system’s automatic landing sequence.

In a continuous-flight test at Lucid Bots headquarters, a Power Tether-equipped Sherpa drone remained airborne for eight hours and 48 seconds on one generator connection with no battery swaps.

The Power Tether is designed for commercial building-maintenance work where longer flight sessions help crews maintain job momentum, including exterior facade, window, hotel, institutional and distribution-center applications.

Product specifications, operating requirements and purchasing information are available at lucidbots.com/products/power-tether.

About Lucid Bots

Lucid Bots is a Charlotte, NC-based drone hardware company and the manufacturer of the Sherpa Drone, a purpose-built platform for exterior cleaning and protection applications. Backed by Y Combinator and $34 million in funding, Lucid Bots serves a network of 400+ operators across more than 40 states and three continents. The Sherpa Drone is designed and built in the USA and a distinct NDAA-compliant configuration is available. Learn more at lucidbots.com.

Contact: Abigail Steinberg | asteinberg@lucidbots.com 

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SOURCE Lucid Bots

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