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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 This new resource equips IT leaders with actionable strategies to tackle outdated tools, operational inefficiencies, and inconsistencies in service delivery.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.

SYDNEY, Jan. 14, 2025 /PRNewswire/ — As organisations strive to keep pace with the growing demands of digital transformation, hybrid work environments, and challenges resulting from operational disruptions like the recent CrowdStrike incident, 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 The resource will equip IT leaders with actionable strategies to tackle outdated tools and inefficiencies, emphasising that standardisation extends beyond simply restructuring ticket categories.

“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. “When service desk managers seek to resolve customer service issues through hiring and executives push back, it’s time to look at improving process and the support strategy to make the best use of technicians’ time, tools, and knowledge. Once improvements have been made, it’s easier to make the case to add people or introduce automation.”

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.

“Replacing service desk solutions will also highlight issues around poor processes. Without fixing the baseline services, the new solution will simply wrap your issues in a prettier package,” explains Sugerman.

In its blueprint, Standardise the Service Desk, 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 Emily Sugerman, a service desk expert, and access to the complete Standardise the Service Desk blueprint, please contact pr@infotech.com.

Info-Tech LIVE 2025 in Australia IT Conference

Registration is now open for Info-Tech LIVE 2025 in Australia, taking place March 18 to 19, 2025, in Brisbane, Australia. 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 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 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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SOURCE Info-Tech Research Group

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ModelBest and OpenBMB Open-Source MiniCPM-OCR Series, Delivering High-Performance Document Parsing and AI-Powered Quality Control

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BEIJING, Oct. 31, 2026 /PRNewswire/ — ModelBest and OpenBMB jointly announced the release and open-source availability of the MiniCPM-OCR series, a family of models for efficient document parsing and parsing-quality assessment. The launch includes two models: MiniCPM-OCR 1.0 (1.3B) and MiniCPM-OCR Jev (2B).

As the first OCR-focused model in the MiniCPM family, MiniCPM-OCR 1.0 brings top-tier parsing accuracy to a compact 1.3-billion-parameter architecture optimized for edge deployment, pushing forward the balance between efficiency and performance for open-source OCR models. Built for real-world conditions, it accurately parses scanned, photographed, curved, tilted and screen-captured documents without cumbersome image pre-correction, lowering the barrier to large-scale document digitization.

The model handles dense bilingual Chinese-English content, complex mathematical formulas, and multi-level or borderless tables, consistently performing at a leading level across a broad range of mainstream industry evaluations. Beyond full-page reconstruction, it supports key information extraction (KIE), pulling specified fields from invoices, IDs and financial statements according to business instructions.

Powered by DSpark decoding acceleration, MiniCPM-OCR 1.0 significantly increases end-to-end throughput while lowering per-page latency. For enterprises processing millions of pages—such as financial contract archives, academic libraries and government records—this means processing far more documents with the same hardware and time budget, at a substantially lower computing cost.

To address the long-standing need for page-by-page manual review, ModelBest and OpenBMB also introduced MiniCPM-OCR Jev, the first OCR result decision model that acts as an “AI quality inspector.” Rather than performing OCR itself, Jev compares the source image with OCR output and rapidly assigns confidence scores to text, LaTeX formulas and tables, detecting missing characters, errors and formatting misalignments. Despite its compact 2B-parameter size, Jev delivers judgment accuracy typically associated with far larger models.

Jev supports cross-model deployment and can be integrated into existing OCR workflows without replacing the underlying OCR engine. It can automatically identify reliable results for direct processing, flag potentially inaccurate outputs for human review and select the best result from multiple OCR systems. This enables enterprises to move from full manual inspection toward risk-based, automated quality control.

The MiniCPM-OCR series is available on GitHub, Hugging Face and ModelScope, and supports vLLM, SGLang, llama.cpp and Ollama, along with SDKs, APIs, Agent Skill plugins and open-source fine-tuning code. Day-0 hardware adaptation covers AMD, Arm, Houmo AI, Intel and NVIDIA. Through the FlagOS software stack, it also has Day-0 support for AI and edge chips from CIX Technology, Huawei Ascend, Hygon, Iluvatar CoreX, Kunlunxin, MetaX, Moore Threads, Sunrise, T-Head, TsingMicro, NVIDIA and Apple Mac (Arm).

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SOURCE ModelBest

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Wulcea Elevates Consumer Trust in Heated Apparel Through Multi-National Safety Certifications and Rigorous Technical Testing

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NEW YORK, Oct. 31, 2026 /PRNewswire/ — As smart heated clothing gains broader adoption, consumers are paying closer attention to the safety and reliability of the technology behind these products. Wulcea, a brand specializing in graphene-powered heated apparel, combines its flexible GrapheneNano™ heating technology with documented safety compliance and durability testing for its heating components and battery systems.

“Trust in smart heated apparel goes beyond warmth—it comes down to confidence in battery safety and heating element reliability,” said John C, Founder of Wulcea. “Our goal is to give users peace of mind through certified technical standards.”

Advanced Graphene Heating Elements Supported by Global Standards

At the core of Wulcea’s thermal architecture is its GrapheneNano™ heating technology. Engineered to eliminate garment stiffness, Wulcea integrates flexible graphene elements that deliver balanced warmth across key upper-body zones while preserving natural garment drape and full freedom of movement.

Wulcea supports its heating components with applicable compliance documentation for major markets. These include CE and FCC compliance documentation addressing relevant electrical and electromagnetic compatibility requirements, as well as PSE compliance for applicable products in Japan. RoHS compliance further addresses restrictions on specified hazardous substances in applicable electrical and electronic components.

Multi-Certified Battery System for Dependable Power

To power its heating elements, Wulcea pairs its heated apparel with rechargeable battery systems designed for convenient everyday use. Featuring a compact design and housed in dedicated interior pockets, the batteries provide portable power while maintaining a streamlined garment profile and comfortable fit.

Wulcea backs its battery options with comprehensive third-party accreditations. UL certification demonstrates that the battery system has been evaluated against recognized power bank safety requirements, covering key areas such as overcharge protection, short-circuit protection, and thermal safety. The battery systems are also supported by applicable CE and FCC compliance documentation, addressing relevant regulatory requirements for electrical and electromagnetic compatibility.

For daily handling and travel, RoHS compliance validates that the battery system meets stringent global standards for material safety. The battery models have also undergone applicable UN 38.3 testing, supporting compliance with international requirements for lithium battery transportation.

Real-World Durability and Practical Usability

Component compliance forms Wulcea’s foundation, but reliability is defined by real-world performance. Built for high-flex endurance, Wulcea’s flexible graphene heating elements are tested through 10,000 active flexing cycles to maintain steady thermal output through repeated bending and everyday body movement.

Everyday convenience is equally essential. Built for hassle-free care, Wulcea’s heating elements withstand 100 machine-wash cycles under standard care guidelines, maintaining internal conductivity and structural stability under repeated laundering.

Integrated NTC temperature sensors provide thermal monitoring and are designed to stop heating if temperatures exceed 131°F (55°C). Combined with runtime of up to 10 hours on the low setting and a discreet interior control button, these features support practical everyday use in cold-weather conditions.

Aligning Technical Standards with Everyday Warmth

By combining graphene-based heating technology with documented battery safety compliance and durability testing, Wulcea continues to focus on the technical foundations of dependable heated apparel. This approach reflects the brand’s emphasis on bringing together safety considerations, practical functionality, and everyday comfort for cold-weather use.

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SOURCE Wulcea

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NIDS Co., Ltd. Confirms CES 2027 Participation, Pursues Expansion of Global Supply Chain for Environmental Sensors

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Company introduced optical and gas sensors at SEDEX and is strengthening its composite sensor business for robotics, home appliances, automotive, and smart building applications

SEOUL, South Korea, Oct. 31, 2026 /PRNewswire/ — Environmental sensor manufacturer NIDS Co., Ltd. has confirmed its participation in CES 2027 and is moving to expand its global business-to-business (B2B) supply chain. Building on its experience supplying sensors to domestic and international home appliance and automotive companies, the company aims to secure overseas customers and extend its applications into smart building HVAC and robotics.

NIDS recently participated in the Korea Semiconductor Industry Association’s Sensor Pavilion at SEDEX 2026, held at COEX in Seoul, where it introduced its next-generation sensor modules. The company said the exhibition allowed it to raise awareness of its technology among domestic home appliance and electronic component industry professionals and to lay the groundwork for collaboration in the sensor field.

The company will use CES 2027 as its next stage. NIDS plans to firm up discussions on sensor module supply with global home appliance makers, HVAC specialists, and robotics companies. It aims to extend the industry contacts gained at the domestic exhibition overseas and to convert product introductions into actual supply opportunities.

Founded in 2000, NIDS develops and manufactures environmental sensors and air quality management solutions. According to the company, it has supplied more than 10 million sensors cumulatively to domestic and international companies, including Dyson, Samsung Electronics, and Hyundai Motor. Drawing on this supply track record, the company intends to showcase its precision sensing technology and mass-production capabilities to overseas customers.

Its main products include particulate matter sensors, optical gas sensors based on non-dispersive infrared (NDIR) technology, composite environmental sensors, and electronic nose sensor modules. The particulate matter sensors measure PM1.0, PM2.5, and PM10, while the gas sensor lineup targets carbon dioxide (CO₂), carbon monoxide (CO), and other gases. The electronic nose is used for detecting everyday odors, gas leaks, and fires. The company said it designs the core components required for air quality measurement in-house and has a system in place to mass-produce 5 million units annually.

The area where NIDS will expand development and supply going forward is next-generation composite sensor modules. The company has been pursuing a sensor business that responds to industry-specific demand in home appliances, automotive, and smart building HVAC, and is now concentrating its capabilities on markets such as robotics, industrial safety, and odor detection based on this technology. Building on its experience supplying individual components, NIDS plans to continue developing and supplying, on a B2B basis, modules that handle multiple types of environmental data.

The company will also highlight its sensor product lineup and its newly developed ultra-compact MEMS sensor technology at the exhibition. NIDS plans to introduce its optical and gas sensor lineup along with examples of their application in actual air quality management systems. By explaining both the measurement functions of its components and its experience operating sensors for finished-product services, the company aims to broaden the scope of partnership discussions.

NIDS explained that, because it owns its precision sensors, it can control sensor sensitivity and tune algorithms to suit the system in which they are applied. Drawing on this technical operating experience, the company plans to pursue partnerships with customers and to promote its business capabilities extending from sensor components to air quality and odor management and industrial safety management.

NIDS will also leverage its existing branch network in its overseas market development. Through its overseas bases in the United States, Japan, and China, the company plans to widen its touchpoints with buyers and seek new supply opportunities in conjunction with its CES participation. Its goal is to generate export results by combining exhibition participation with its local networks.

The company intends to keep expanding the global supply of sensor components as a core pillar of its business. Building on the supply experience accumulated in home appliances and automotive, it will broaden its partners to robotics, HVAC, and smart buildings, and respond to industry-specific air quality measurement demand through the development of next-generation modules.

“We plan to continue expanding the development and B2B supply of next-generation composite sensor modules needed across a range of industries, including home appliances, automotive, and smart building HVAC,” NIDS said.

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SOURCE NIDS Co., Ltd.

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