Helpdesk Redefined: Beyond Tech Glitches to Customer Delight and Happiness The average helpdesk is no longer just a place to report technical issues. It’s becoming the front line in enhancing customer experiences holistically. Helpdesks now play a significant role in shaping a customer’s perception of a brand. The modern helpdesk agent resolves issues and builds relationships, ensuring customers feel valued and heard. A recent market […] Written by Mohitakshi Agrawal April 5, 2024July 4, 2025
The Ultimate IMACD Process Guide for Seamless Transitions in 2025 Today, how do organizations navigate transformative efforts to remain competitive and adapt to market shifts? These transitions, from mergers and relocations to technological upgrades, often bring disruptions and challenges. But what role does IMACD play in managing these transitions? In this blog, you will find an In-depth examination of the vital significance of the IMACD […] Written by Soumya Nandhakumar September 5, 2023April 16, 2025
How Workflow Automation Frees IT Admins to Maximize Their Potential In modern business environments, IT administrators help support and maintain the overall technological infrastructure of organizations. With the rise of workflow automation in IT operations, there is a marked increase in productivity and operational performance. Workflow automation in IT operations refers to the strategic application of technologies to carry out routine, complex tasks that traditionally […] Written by PRAVEEN SINHA May 14, 2024March 20, 2025
Editor's choice Featured Infraon Story How I went from a UX designer to starting two companies that solve the biggest ITOps challenges In 2005, I started my career as a UX designer. A few years in, I was fiercely passionate about the little things that made a piece of software friendly and usable. Before working on the designs, I wanted to understand how the product works and what it could potentially do for the customer. I felt […] Written by Arun Prasath R July 11, 2022July 14, 2025
Self Service Portal What Is a Self-Service Portal? A self-service portal is a digital platform, accessible through a website or application, that allows individuals to access information, find solutions to problems, and receive assistance without needing to communicate with support, IT, or HR representatives. This type of portal is commonly used to serve customers but can also be utilized by internal employees within […] Written by Soumya Nandhakumar January 18, 2023July 9, 2025
ITOps Cost Management How to optimize your ITOPs expenses during a financial crisis If you’ve been keeping an ear to the ground recently, you may have heard alarm bells regarding the next recession. But unfortunately, the signs indicate that another financial storm may be brewing. Recently, Bloomberg reported that the global yield curve has been inverting for the first time in at least two decades – signalling that […] Written by Arun Prasath R January 11, 2023July 9, 2025
Customer Service Customer Support Essential Customer Service Statistics for 2025 What do customers really want? This is the question that all businesses, big or small, must answer. After all, without customers, there would be no business. Understanding what drives customer behavior and how to give them the best possible experience is essential. This article will explore the top service statistics of customers for 2025. Understanding […] Written by Harshvardhan Thakur December 27, 2022April 17, 2025
Customer Service Customer Support Best Customer Service Companies in 2025 Customer service is an integral part of running any business. Every customer is deserving of excellent service and attention. When you instill this attitude in your employees and leadership, great things can happen. Staff will feel empowered to make decisions with a conscience, and they will learn how to serve their customers’ best interests. The […] Written by Harshvardhan Thakur December 27, 2022April 17, 2025
Asset Management Solar Asset Management: The Complete Guide in 2026 In the past decade, solar photovoltaic (PV) systems have increased worldwide. The rise of PV is attributable to many factors, most notably the dramatic decrease in the cost of solar PV modules. Increasing the number of PV systems requires effective solar asset management (SAM). SAM is a relatively new field that encompasses all aspects of […] Written by Soumya Nandhakumar December 27, 2022February 12, 2026
Customer Survey Customer Service How to Create Customer Surveys: Steps and Importance Customer surveys are an essential part of any business. They can help you gather feedback about your products or services. They also help you understand what your customers want and improve your overall customer service. Creating a customer survey can be daunting, but it does not have to be. In this article, we will walk […] Written by Mohitakshi Agrawal December 27, 2022December 30, 2024
ITOps Network Configuration Management Key Importance of Network Configuration Management Whether you’re running an enterprise in the IT, banking, or manufacturing sector or an insurance provider, your IT teams need to handle your network connections effectively. Otherwise, you may lose track of connected devices, device configurations and an accurate picture of the device connections. Without an up-to-date record of device configurations, your teams will be […] Written by Deepak Gupta December 27, 2022May 25, 2023
CMMS Solutions Common CMMS Software Mistakes in implementation Technology developments over the previous few decades have fundamentally altered the maintenance and dependability sector. Businesses have substantially invested in automation and technology to decrease employee overhead, enhance product quality, and boost safety. However, implementing CMMS software requires a considerable amount of time and money. Utilizing a CMMS to manage your maintenance operations creates visibility. […] Written by Mohitakshi Agrawal December 27, 2022April 17, 2025
ITOps Network Performance Monitor Solar Winds Best Alternative – Network Performance Monitoring Networks are at the core of any company. Even in small or medium-sized businesses, lost productivity because of a network outage can lead to significant financial loss. To help combat this issue, network monitoring solutions enable companies to proactively predict possible outages and resolve any network issues. Network performance monitoring (NPM) helps to keep the […] Written by Ganesh N Kumar December 27, 2022May 25, 2023
ITOps Network Fault Management and Monitoring: Definition, Benefits, and Guide Can companies afford to have network breakdowns or downtime in this digital-first era? No, they can’t. With digital transformation taking place across industries and increasing expectations to stay connected wherever you are, companies need to up their game and ensure they provide uninterrupted network services and high performance. Therefore, understanding network fault management and monitoring […] Written by Deepak Kumar S December 26, 2022September 30, 2025
Good Reads Solutions Best Practices and Processes to Organize Your Work Orders Most enterprises have a lot of equipment and assets that require routine maintenance, if it is done over time, asset performance starts to decline, and asset breakdown risks rise. The work order process is necessary for maintenance since accurate tracking of the work is very important. It takes a lot of work to process, prioritize, […] Written by Soumya Nandhakumar December 26, 2022November 20, 2024
Asset Management Good Reads What is the difference between availability and reliability? Ensuring uninterrupted access is a key consideration when investing in IT services. However, achieving this level of performance in enterprise IT can be challenging. Businesses must define the service levels required to support seamless operations and minimize the impact of IT disruptions on business continuity. Two metrics in this evaluation are reliability vs availability. While […] Written by Ganesh N Kumar December 26, 2022September 12, 2025
