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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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Ampace Spotlights AI-Ready Battery Solutions for Gigascale Infrastructure at DCW Washington 2026

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WASHINGTON, April 21, 2026 /PRNewswire/ — Ampace, a global leader in advanced lithium-ion battery technology, is participating in Data Center World 2026 at the Walter E. Washington Convention Center (Booth 206), where active visitor engagement reflected growing industry focus on how power infrastructure must evolve for the AI era.

This year, Ampace is showcasing how battery systems are becoming an increasingly important enabler of gigascale AI infrastructure. From cell-level technologies to system-level deployment, spanning applications from commercial and industrial energy storage to UPS systems, Ampace is presenting solutions designed to help data centers manage rising power volatility, improve resilience, and scale more efficiently.

At the center of the showcase is the PU Series, Ampace’s AI-ready battery platform engineered for the increasingly dynamic conditions of modern compute environments. As AI clusters drive 100kW+ rack densities, millisecond-level load spikes, and frequent workload transitions, conventional backup systems are being asked to do far more than emergency support. Ampace’s PU Series is designed to absorb rapid fluctuations, maintain stable output, and support uninterrupted operation under highly variable AI workloads.

A key highlight of Ampace’s presence this week will be its featured TECH TALK session with Eaton on April 22, from 2:30 PM to 3:15 PM (Room 209ABC), titled Powering Gigascale AI: How Advanced Batteries Stabilize Extreme Training Loads.

The session will bring together shared industry perspectives from Aaron Schott, UPS Sales Manager at Ampace, and Jon Hymel, Product Manager at Eaton, two professionals working closely with hyperscale, colocation, enterprise, and mission-critical customers navigating the next wave of AI infrastructure growth.

Together, the speakers will explore how established UPS architectures and advanced lithium battery systems are increasingly working in tandem to meet the operational realities of AI data centers. The discussion will examine how battery technologies can support real-time load balancing, improve reliability, and help operators prepare for the transition from megawatt-scale campuses to gigawatt-scale compute ecosystems.

Their joint appearance reflects a growing alignment across the power infrastructure ecosystem: scalable AI requires not only more electricity, but smarter coordination between UPS systems, energy storage, and facility operations. As data centers evolve, battery-enabled continuity is becoming a shared priority across technology providers, operators, and infrastructure partners.

Built for demanding AI applications, Ampace’s platform is engineered to respond rapidly during ramp-up and ramp-down events, while maintaining stable operation under continuous partial-load cycling. Its semi-solid cell technology further enhances intrinsic safety by reducing leakage risk and lowering thermal runaway gas generation, while cabinet-level validation under UL 9540A standards reinforces readiness for mission-critical deployments.

At Ampace’s booth, visitors have been exploring how advanced battery systems can help reduce infrastructure oversizing, relieve pressure on grid connections, and improve continuity in facilities originally designed for steady-state demand. The strong response reflects a broader market shift: batteries are no longer viewed only as standby assets, but as active components of modern AI power architecture.

Visit Booth 206 to meet the Ampace team, experience the PU Series on site, and join in-depth discussions on how advanced battery solutions are helping build a more resilient, scalable, and efficient AI infrastructure. On-site specialists are available throughout the show for live demonstrations, technical briefings, and media inquiries.

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TÜV Rheinland Opens Advanced Automotive Component Testing Laboratory in Manesar, Haryana

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Empowering automotive industry capabilities through precision testing, international compliance, and innovative solutions for next-generation mobility.

MANESAR, India, April 22, 2026 /PRNewswire/ — TÜV Rheinland, a global leader in independent testing, inspection and certification services, today announced the opening of its state-of-the-art Automotive Component Testing Laboratory (ACT Lab) in Manesar, Haryana. The ACT Lab will support manufacturers in meeting evolving regulatory requirements, adopting emerging technologies, and accelerating time-to-market.

As the world’s third-largest mobility market, India is developing rapidly, and demand for trustworthy, globally recognized testing services continues to rise. TÜV Rheinland’s ACT Lab supports the development of safer and high-performance automotive products.

Strategically located in Manesar, the facility is well-positioned to unlock growth opportunities within India’s automotive and electric mobility ecosystem, while advancing next-generation transport solutions.

Technological Excellence and Advanced Capabilities

The ACT Lab is equipped with advanced testing systems from leading international manufacturers, ensuring precision, reliability, and global acceptance of results.

Its capabilities include structural testing, corrosion and durability assessments, and environmental simulation under extreme conditions. The facility also offers fatigue and lifecycle testing for critical automotive components, alongside comprehensive material analysis for metals and polymers, delivering deep insights into performance under real-world conditions.

By providing end-to-end testing, inspection, and certification solutions under one roof, the lab distinguishes itself through its ability to replicate operational environments, meet global and OEM standards, and deliver highly reliable, traceable results.

Platform for Collaboration, Innovation, and Trust

Commenting on the inauguration, Dr. Matthias Schubert, Executive Vice President Mobility at TÜV Rheinland Group, said: “Our investment in the Automotive Component Testing Laboratory in Manesar reflects TÜV Rheinland’s long-term strategic commitment to India as a key growth market. As the mobility sector undergoes rapid transformation, this facility enables us to support manufacturers with advanced testing capabilities that not only ensure compliance but also drive innovation, safety, and global competitiveness.”

Highlighting the broader strategic intent, Thomas Quernheim, Senior Vice President Mobility, TÜV Rheinland Group, said, “India represents one of the most dynamic opportunities within our global mobility portfolio. This investment reflects our vision to build resilient, future-oriented capabilities that not only respond to market evolution but also shape the standards of tomorrow’s mobility ecosystem.”

Rajendra Kisanrao Bandal, Vice President, Mobility at TÜV Rheinland India, added: “This facility goes beyond a conventional testing laboratory – it is a platform for collaboration and innovation. Combining global expertise with local insight, it enables manufacturers to enhance quality, reliability, and performance, while strengthening India’s position in the global mobility landscape.”

About TÜV Rheinland:

TÜV Rheinland is a leading provider of testing and inspection services worldwide. For over 150 years, the company has helped make the world a safer place. Today, more than 28,000 employees test, inspect and certify products, plants and processes, while also providing training for people in a wide range of professions. Operating from 500 locations in more than 50 countries, TÜV Rheinland helps safeguard key areas of business and everyday life. Headquartered in Cologne and generating annual revenue of close to €3 billion, the company plays a key role in quality assurance worldwide. TÜV Rheinland has been a member of the UN Global Compact since 2006, demonstrating its commitment to anti-corruption and sustainability.

Website: Click here

Media Contact:

Samrat Sinha
Communications & PR
TÜV Rheinland
Email: Samrat.Sinha@ind.tuv.com

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EZVIZ joins the United Nations Global Compact, starting a new chapter of its unwavering journey to long-term sustainability and further expanding its contribution to key environmental issues

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HOOFDDORP, Netherlands, April 22, 2026 /PRNewswire/ — EZVIZ, an advocate for greener smart homes, is proud to announce its participation in the United Nations Global Compact (UNGC) in the International Year of Volunteers for Sustainable Development on this Earth Day. As a smart home pioneer joining the world’s largest corporate sustainability initiative, EZVIZ will align its award-winning EZVIZ Green initiative with the UNGC’s Ten Principles, making a transformative impact through responsible business in environmental protection.

The UN Global Compact is a call to companies to adopt ten universal principles in human rights, labour, environment and anti-corruption, and to support the Sustainable Development Goals (SDGs). With over 25,000 participants across 167 countries, the UNGC is keeping the earth green and clean with its growing influence.

Though new to the initiative, EZVIZ has been implementing SDGs in its development, operations and management, including establishing an ESG committee directed by the Board. On April 10, the company published its 2025 ESG report under its commitment “Our Planet. Our Actions” for transparency and awareness. Over the past year, EZVIZ has received international recognition like the European Green Awards, the SEAL Sustainability Business Awards, and the Indigo Design Award with the “Design for Social Change” honor.

To safeguard a green planet, EZVIZ has addressed land degradation, global warming, plastic recycling, community empowerment and more. Partnering with Treedom, EZVIZ has planted 4,190 trees with local farmers, reducing approximately 738.2 tons of CO2. Together with Plastic Bank, EZVIZ has prevented over 1,000,000 plastic bottles from polluting vulnerable environments. The partnerships are reinforced by internally recycling plastics and minimizing waste. In 2025, EZVIZ incorporated over 30 tons of recycled materials into its RE7 Edge robot vacuum’s design and reduced CO2 emissions by 73.1 tons through greener packaging.

“Becoming part of the UNGC is a significant milestone for us. It means our efforts in building a better planet, have been recognized globally,” said Jingwen Cao, EZVIZ Board Secretary and Director of the ESG Committee. “This participation provides us the confidence to further expand our environmental protection, as well as to set stricter boundaries to avoid sacrificing the environment for commercial gain.”

With green in its brand gene, the company has also developed green technology with a low carbon footprint. The AOV low-energy consumption tech, and the ColorFULL low-light night vision mode help reduce energy consumption and light pollution resulted from 24/7 home security. Firstly embedding self-patented wild animal detection in outdoor cameras, EZVIZ continues to implement responsible AI to balance human safety and wildlife protection, according to Sophie Zhang, EZVIZ Global Brand Director.

“We believe in the power of technology and always strive to benefit not only our users, but also everyone and every life,” said Zhang. “Alongside other industry leaders in the UNGC, EZVIZ is motivated to contribute to a better future for generations to come.”

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