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Analytics in Freshservice – Enabling Powerful Insights for the Service Desk

2019-06-18T12:08:47+02:00June 16th, 2019|Categories: General|

Written by Sanjeev NC on May 29, 2018 Service desk leaders are struggling with data today. It’s not because they don’t have data; it’s because they can’t draw meaningful insights from it. We realised something important in conversations with our customers.   Currently, they are dependant on expensive BI tools to build a report they want. BI tools [...]

Gartner analysts quote about the failure of SAM projects

2019-06-04T11:52:36+02:00June 4th, 2019|Categories: General, News|

Gartner analysts have been quoting a startling statistic - that 75% of SAM projects are over budget and do not meet their basic objectives.  Why is this happening?  We believe that the approach many projects take is the reason for these failures.  Many SAM projects start by using existing IT operations tools, such as Microsoft's SCCM, BMC's ADDM, IBM's BigFix for their [...]