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Info-Tech Research Group Publishes Strategies to Tackle IT Service Desk Inconsistencies and Improve Efficiency

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Global IT research and advisory firm Info-Tech Research Group has unveiled a comprehensive blueprint aimed at standardising IT service desks. This new resource equips IT leaders with actionable strategies to tackle outdated tools, operational inefficiencies, and inconsistencies in service delivery. The firm advises that by leveraging data-driven insights, organisations can enhance the maturity of their service desks, streamline operations, and elevate user experiences.

LONDON, Dec. 16, 2024 /PRNewswire/ — As organisations strive to keep pace with the growing demands of digital transformation, hybrid work environments, and challenges resulting from operational disruptions, IT service desks are under increased pressure to deliver consistent support. However, many service desks continue to struggle with issues such as inconsistent service delivery, operational confusion, and redundancies, which lead to unnecessary costs and delays. In response to these ongoing challenges, Info-Tech Research Group has published a comprehensive blueprint titled Standardise the Service Desk. This resource provides a data-driven strategy to help IT leaders and their organisations overcome these obstacles, enhance service desk maturity, and improve the overall experience for both users and technicians.

By applying the strategies from Info-Tech’s newly published blueprint, organisations can transform their service desks from reactive firefighting operations into efficient, proactive service providers. The resource will equip IT leaders with actionable strategies to tackle outdated tools and inefficiencies, emphasising that standardisation extends beyond simply restructuring ticket categories.

‘The service desk serves as the IT department’s front line, often being the first interaction end users have with IT support. This initial touchpoint can significantly influence their perception of the entire IT team. Ensuring that end users receive support that is positive, efficient, and effective is crucial,’ says Ian Tyler-Clarke, executive counselor at Info-Tech Research Group, UK. ‘CIOs should assess their current maturity levels in this area and develop a strategy to enhance it, aligning with business expectations, driving operational efficiencies, and boosting employee satisfaction. By implementing this structured methodology, organisations can transition to a standardised service desk with robust processes that support continuous improvement and long-term success.’

The firm’s new resource details that many service desks face persistent challenges with outdated or misconfigured tools, making it difficult to implement effective solutions. Info-Tech’s insights emphasise that without standardised processes, organisations will continue to experience operational confusion, redundancies, and escalating costs. Standardisation is crucial to eliminating these inefficiencies and minimising recurring issues, empowering service desks to function more efficiently and enhance overall service delivery.

‘Customer service issues are rarely based on personality but are almost always a symptom of poor and inconsistent process,’ says Emily Sugerman, senior research analyst at Info-Tech Research Group. ‘Without fixing baseline services, new solutions will simply wrap existing issues in a prettier package. Improving processes and the support strategy is essential to make the best use of technicians’ time, tools, and knowledge. Once these improvements are in place, it’s easier to make the case to add people or introduce automation.’

In its Standardise the Service Desk blueprint, Info-Tech outlines a detailed five-step methodology for IT to streamline and enhance service desk performance:

Step 1: Identify the Current State and Goals

Assess the current state and define objectives: Conduct a thorough evaluation of existing processes and determine specific goals for improvement.Build a user experience-driven service desk: Focus on creating a service desk that prioritises user experience, ensuring that interactions are smooth and efficient.

Step 2: Define Service Desk Structure and Ticket Intake

Define service desk structure: Establish a clear organisational framework for the service desk to optimise workflow and accountability.Improve ticket intake: Streamline the process for receiving and logging requests to enhance responsiveness.Improve prioritisation: Implement effective prioritisation strategies to ensure critical issues are addressed promptly.

Step 3: Capture and Report on the Right Data

Improve ticket categories: Refine ticket categorisation to facilitate accurate tracking and reporting.Enable metrics and KPIs: Establish key performance indicators (KPIs) and metrics to measure service desk effectiveness.Ensure ticket data quality: Maintain high data quality standards to support informed decision-making.

Step 4: Improve Incident Resolution & Service Request Fulfillment

Resolve incidents: Focus on timely incident resolution to minimise disruption for users.Fulfil service requests: Enhance processes for fulfilling service requests to improve user satisfaction.Enable shift-left (knowledgebase): Develop a robust knowledgebase to empower service desk agents and users alike.Enable shift-left (self-service): Implement self-service options to allow users to resolve common issues independently.

Step 5: Implement the Service Desk Vision

Articulate a service desk vision: Clearly define the long-term vision for the service desk to guide its evolution.Make a communication plan: Develop a strategic communication plan to ensure all stakeholders are informed and engaged.Communicate the vision: Consistently share the service desk vision across the organisation to foster alignment and support.

Info-tech also highlights the importance of collaborating with managers from specialised IT groups responsible for root-cause analysis. This collaboration helps organisations develop a categorisation scheme that meets their specific needs. The firm advises that involving end users in this process ensures they comprehend the categories they encounter, improving overall clarity and efficiency.

By implementing these data-backed insights, organisations can reduce costs and empower their teams to deliver high-quality support in today’s dynamic digital environment.

For exclusive and timely commentary from Info-Tech’s experts, like Emily Sugerman or Ian Tyler-Clarke, and access to the complete Standardise the Service Desk blueprint, 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 organisations.

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.

Media Contact: Sufyan Al-Hassan, Senior PR Manager, Info-Tech Research Group, salhassan@infotech.com | +1 (888) 670-8889 x2418

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HelloNation Examines Medicare Advantage & Medigap Coverage Differences, Featuring Financial Advisor Ash Toumayants

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The article reviews provider access, prescription coverage, and out-of-pocket expenses when comparing Medicare Advantage and Medigap plans.

STATE COLLEGE, Pa., July 24, 2026 /PRNewswire/ — How should residents evaluate whether Medicare Advantage or Medigap coverage better fits their healthcare and financial needs? HelloNation answers this question in an article that explains the key considerations involved in choosing between Medicare Advantage and Medigap plans.

The HelloNation article features insights from Financial Advisor Ash Toumayants of Strong Tower Associates. The article explains that both Medicare Advantage and Medigap supplement Original Medicare but differ significantly in how they handle healthcare providers, prescription coverage, and overall out-of-pocket expenses.

Medicare Advantage plans are typically offered through private insurers and bundles Medicare Part A, Part B, and possibly prescription coverage into a single policy. However, Medicare Advantage plans generally operate with provider networks, meaning healthcare providers must often be selected from within the plan’s approved list.

For residents across Pennsylvania, provider access can play an important role in selecting the right plan. The article explains that individuals should review which healthcare providers are included in a Medicare Advantage network before enrolling. Plan networks may vary by county in Pennsylvania, so residents should confirm that their preferred doctors and specialists are covered.

Medigap plans, also known as Medicare Supplement Insurance, operate differently from Medicare Advantage. The article explains that Medigap works alongside Original Medicare and helps cover certain out-of-pocket expenses such as copays, coinsurance, and deductibles. Although Medigap policies generally involve higher monthly premiums, they can offer greater predictability in medical expenses.

One advantage of Medigap is flexibility in choosing healthcare providers. The article explains that individuals with Medigap coverage can typically visit any doctor or specialist who accepts Medicare nationwide. This broader provider access can be beneficial for retirees who want more freedom in choosing healthcare providers across Pennsylvania or while traveling.

Prescription coverage is another important factor in the decision process. Many Medicare Advantage plans include prescription coverage as part of their bundled benefits. In contrast, Medigap plans do not include prescription coverage, which means individuals who choose Medigap often purchase a separate Medicare Part D plan to manage medication costs.

Budget considerations also influence the decision between Medicare Advantage and Medigap. The article explains that while Medicare Advantage plans may have lower premiums, they often include copays and service limits that affect annual out-of-pocket expenses. Medigap plans generally involve higher premiums but may reduce unexpected out-of-pocket expenses throughout the year.

Travel and lifestyle habits can also affect which plan is more suitable. The article explains that Medicare Advantage plans may have limitations on out-of-network care outside their coverage area. For residents in Pennsylvania who travel frequently or spend time in multiple locations, Medigap coverage may offer greater flexibility when accessing healthcare providers.

Enrollment timing is another important consideration discussed in the article. Medicare Advantage and Medigap plans have different enrollment rules and deadlines tied to the Initial Enrollment Period or the annual Medicare Open Enrollment period. Missing these enrollment opportunities can limit plan choices or result in additional underwriting requirements.

The article concludes that choosing between Medicare Advantage and Medigap in Pennsylvania requires careful evaluation of healthcare providers, prescription coverage, travel habits, budget considerations, and potential out-of-pocket expenses. Comparing plan structures and reviewing coverage details helps individuals make informed decisions that align with their healthcare and financial priorities.

How to Decide Between Medicare Advantage & Medigap features insights from Ash Toumayants, Financial Advisor of State College, PA, 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.

View original content to download multimedia:https://www.prnewswire.com/news-releases/hellonation-examines-medicare-advantage–medigap-coverage-differences-featuring-financial-advisor-ash-toumayants-302829329.html

SOURCE HelloNation

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In HelloNation, Pool & Landscaping Expert Tina Possehn Wolbers Discusses What Pool Opening & Closing Services Include

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The article highlights how seasonal pool service simplifies pool maintenance and protects backyard pools year-round.

LANSING, Mich., July 24, 2026 /PRNewswire/ — What is included with pool opening and closing services, and how do they support pool ownership? The answer is explored in a HelloNation article, which features insights from Tina Possehn Wolbers of Wolbers-Possehn Pools, Ponds and Landscapes.

The HelloNation article explains that seasonal pool service plays a key role in maintaining a backyard pool throughout the year. By handling the transition between seasons, pool opening service and pool closing service make pool maintenance more manageable and allow homeowners to focus on enjoying their space.

Pool opening service marks the beginning of the swimming season. One of the first steps is removing the pool cover, which has protected the pool during colder months. The pool cover is carefully cleaned and stored, helping extend its lifespan and prepare it for future use. Once removed, the backyard pool begins to take shape as a clean and inviting environment.

Another important part of pool opening service is reconnecting and inspecting pool equipment. Pumps, filters, and circulation systems are checked to ensure they are functioning properly. This step helps restore water flow and sets the foundation for effective pool maintenance throughout the season.

Water level adjustments and water balancing are also essential components of pool opening service. Ensuring proper water levels allows systems to run efficiently, while water balancing helps create a safe and comfortable swimming environment. These steps help homeowners enjoy their backyard pool without unnecessary complications.

The article emphasizes that pool opening service and pool closing service are key components of seasonal pool service, helping simplify pool maintenance and reduce the stress of managing a pool. With a structured approach, homeowners can rely on consistent care that keeps their pool in good condition.

Pool closing service prepares the pool for colder months when it is not in use. This process includes lowering the water level to help prevent potential damage. Proper water management during pool closing service helps protect the structure and equipment over time.

Protecting plumbing lines is another critical part of pool closing service. Water is removed from pipes to prevent freezing and expansion, which could lead to damage. Taking these steps ensures that the system remains intact and ready for the next pool opening service.

Securing the pool cover completes the process. A properly fitted pool cover keeps debris out and helps maintain water quality during the off-season. It also makes the next pool opening service easier by reducing the amount of cleaning required.

Seasonal pool service provides a more predictable and low-stress experience for homeowners. Instead of handling every detail themselves, pool owners can rely on professional processes that keep their backyard pool functioning properly year after year.

Beyond maintenance, a well-cared-for backyard pool becomes a space for relaxation and connection. Whether hosting gatherings or enjoying quiet time, the pool adds value to everyday life. Pool opening service and pool closing service support that experience by keeping the pool ready when it matters most.

The HelloNation article concludes that understanding what is included in seasonal pool service helps homeowners set clear expectations and maintain their pool with confidence. With proper pool maintenance, water balancing, and use of a secure pool cover, owning a backyard pool in Lansing becomes both simple and enjoyable.

What Is Included With Pool Opening & Closing Services in Lansing? features insights from Tina Possehn Wolbers, Pool & Landscaping Expert of Lansing, MI, 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.

View original content to download multimedia:https://www.prnewswire.com/news-releases/in-hellonation-pool–landscaping-expert-tina-possehn-wolbers-discusses-what-pool-opening–closing-services-include-302829324.html

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Verra Mobility Schedules Second Quarter 2026 Earnings Call

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MESA, Ariz., July 24, 2026 /PRNewswire/ — Verra Mobility Corporation (NASDAQ: VRRM), a leading provider of smart mobility technology solutions, announced today that it will report financial results for the second quarter ended June 30, 2026, after market close on August 5, 2026.

Verra Mobility’s Interim Chief Executive Officer, Jon Keyser, and Chief Financial Officer, Craig Conti, will host a conference call and live webcast to discuss financial results for investors and analysts at 5:00 p.m. ET on August 5, 2026.

A live webcast will be available on the Company’s Investor Relations website at ir.verramobility.com. To access this conference call by telephone, register here to receive dial-in numbers and a unique PIN to join the call. A replay of the call will also be made available on the Investor Relations website.

In addition, an archived webcast will be available in the “News & Events” section of Verra Mobility’s Investor Relations website at ir.verramobility.com.

About Verra Mobility

Verra Mobility Corporation (NASDAQ: VRRM) is a leading provider of smart mobility technology solutions that make transportation safer, smarter and more connected. The company sits at the center of the mobility ecosystem, bringing together vehicles, hardware, software, data and people to enable safe, efficient solutions for customers globally. Verra Mobility’s transportation safety systems and parking management solutions protect lives, improve urban and motorway mobility and support healthier communities. The company also solves complex payment, utilization and compliance challenges for fleet owners and rental car companies. Headquartered in Arizona, Verra Mobility principally operates in North America, Europe and Australia. For more information, please visit www.verramobility.com.

Forward Looking Statements

This press release contains “forward-looking statements” within the meaning of the Private Securities Litigation Reform Act of 1995. Such statements include, but are not limited to, statements about Verra Mobility’s plans, objectives, expectations, beliefs and intentions and other statements including words such as “hope,” “anticipate,” “may,” “believe,” “expect,” “intend,” “will,” “should,” “plan,” “estimate,” “predict,” “continue” and “potential” or the negative of these terms or other comparable terminology. The forward-looking statements herein represent the judgment of Verra Mobility, as of the date of this release, and Verra Mobility disclaims any intent or obligation to update forward-looking statements. Forward-looking statements involve risks and uncertainties that could cause actual results to differ materially from those currently anticipated. This press release should be read in conjunction with the information included in Verra Mobility’s other press releases, reports and other filings with the SEC and on the SEC website, www.sec.gov. Understanding the information contained in these filings is important in order to fully understand Verra Mobility’s reported financial results and our business outlook for future periods. Actual results may differ materially from the results anticipated in the forward-looking statements and the assumptions and estimates used as a basis for the forward-looking statements.

Additional Information

We periodically provide information for investors on our corporate website, www.verramobility.com, and our investor relations website, ir.verramobility.com. We intend to use our website as a means of disclosing material non-public information and for complying with disclosure obligations under Regulation FD. Accordingly, investors should monitor our website, in addition to following the Company’s press releases, SEC filings and public conference calls and webcasts.

Media Relations:

Investor Relations:

Valerie Schneider

Mark Zindler

valerie.schneider@verramobility.com

mark.zindler@verramobility.com 

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