We are all aware of the importance of attracting new customers for business growth purposes, but focusing solely on this goal is not actually the best decision. Delivering quality customer service is also key to success. For that reason, many companies that sell their products or services over the Internet have decided to implement an after-sales support service as a fundamental part of their business. 

How to make yourself stand out among your competitors with a good after-sales support service?

More than a century ago, the Japanese businessman and philosopher Konosuke Matsushita, known for being the founder of Panasonic and one of the promoters of the “Japanese economic miracle”, laid the foundations of a revolutionary business philosophy for his time. Matsushita was based on concepts such as social contribution, teamwork, customer focus and technological innovation as differentiating factors. He wrote several works throughout his life, projecting his particular vision on business and society. Regarding after-sales support, he was of the opinion that: “After-sales service is more important than assistance before the sale, because it is through this service that permanent customers are achieved.”

These regular customers can really become your best brand ambassadors, so they should be pampered, so that they feel satisfied and share their positive experiences or make new purchases and hires.

How to offer a customer-centric after-sales service?

One of the biggest difficulties that companies encounter when managing customer service is how to convey closeness and proximity in a service as automated as IT support and offered remotely?

In the past, when there was no Internet, customers had to call a call center to solve their doubts or report any problems. Today, IT support centers use tools like chatbots that save human teams a lot of time. The use of these virtual assistants grew dramatically during the pandemic, allowing companies to respond to very high activity peaks and continue to offer 24/7 services.

However, by returning to normal, users are demanding a more conversational and less transactional customer service. Most of them rate chatbots positively as a way to get quick answers to their questions, but they don’t want machine interactions to completely replace people. For example, McKinsey’s “Next in Personality 2021” report reveals that 71% of customers expect businesses to offer custom interactions and 76% get frustrated when this doesn’t happen.

Finding the perfect balance between automation and human support is vital to offer a fast, efficient after-sales support service based on customer needs. You cannot swim against the tide or try to put a brake on digitization. On the contrary, we must rely on the advantages of technology by integrating it into the company’s IT support to access information in a unified way and know which requests can be automated and which need personalized attention.

How to integrate the IT support center to provide customers with good after-sales service?

IT support center integration needs to be planned carefully to ensure orderly and efficient business workflow.

Some essential steps for a successful integration are as follows.

Implementing a service management system (ITSM)

To manage any type of incident or complaint, it is essential to have a structured framework in which the policies to be followed by the support department are defined.

Professionals in this area are responsible for coordinating IT services with business goals. In addition, they train the team and define which tasks can be automated.

Create an IT support infrastructure

Companies that receive a high volume of requests may be in critical situations if they don’t have the tools that allow them to create dynamic workflows.

In this sense email is a painful management tool since it does not allow you to do things as basic as prioritizing important requests, keeping track of them, or escalating them to a higher level when the frontline support team is not able to solve them.

If you try to offer an after-sales support service through this means, you will soon see that the email inbox becomes saturated until it becomes a catch-all. No employee will know where to start!

Do you already know about Pandora ITSM Ticketing Helpdesk? This tool is all you need to make things easier for the support team and build customer loyalty.

As the name suggests, Ticketing Helpdesk works through a ticketing system. Each time a customer makes a request through the platform, a new ticket is opened with their data, date and subject of the incident.

Tickets are automatically cataloged according to their status: new, pending, solved, etc. You may also prioritize those that require immediate action, define automation rules or transfer complex cases that could not be solved to higher support levels.

Helpdesk Ticketing is a flexible tool and ready to work in an omnichannel environment. It can be easily integrated with other IT infrastructure tools such as project managers or CRM, to avoid process redundancy and take advantage of all the information available to improve the operation of other departments and the after-sales service itself.

Use the information collected to optimize customer service

As already mentioned, Ticketing Helpdesk collects query data, analyzes it and generates custom reports with relevant information such as:

• Number of tickets closed
• Number of tickets that remain open
• Average ticket resolution time
• Most common incidents
• Performance of each agent (customer feedback)
• Tickets that were escalated to higher levels

Keeping track of these metrics is very useful to know the long-term performance of the service and detect possible anomalies that would go unnoticed when analyzing isolated data.

It also ensures compliance with contractual agreements related to the service (SLA) such as downtime and support response capacity (for example, resolution of incidents in 24 hours). Respecting these agreements is important for building customer trust. In addition, non-compliance involves financial compensation that companies must assume. With the Helpdesk tool you may manage this key information and create automatic alerts if the service remains inactive for a long time.

Finally, in addition to automatic reporting, Pandora ITSM Ticketing Helpdesk also collects information from satisfaction surveys that users may answer by email or via a web form. It is a reliable way to know if the service is working as expected and the agents in charge of the support area effectively solve customer problems.

Still unsure whether Pandora ITMS will meet your expectations?

Try it for free for 30 days. You do not need a credit card, only advanced knowledge in the IT area and some free time to become familiar with all its features.

Ahinóam Rodríguez

Estudié Filología, pero las circunstancias de la vida me llevaron a trabajar en el sector del Marketing como redactora de contenidos. Me apasiona el mundo del blogging y la oportunidad de aprender que se presenta con cada proyecto nuevo. Te invito a seguir mis publicaciones en el blog de Pandora FMS para descubrir las tendencias tecnológicas que están transformando el mundo de los negocios.=

Content: 

• Services provided in the cloud
• How Cloud Computing Works
• Services available
• Examples of Cloud Computing
• Source of the term “Cloud Computing”
• History of Cloud Computing
• Importance of the Cloud
• PLeading Cloud Providers
• Key Elements of Cloud Computing
• Multi-Cloud Computing
• Benefits of Cloud Computing
• Advantages and disadvantages of Cloud Computing
• Widespread Adoption of Cloud Computing
• Challenges and Future of Cloud Computing
• Conclusion

Cloud Computing is a service offered by several software providers paying a rent either by the hour, month or use of said service. They can be virtual machines, databases, web services, or other cloud technologies. These services are on remote servers provided by companies such as Google, Microsoft and Amazon among others that for rental or in some cases free of charge, provide such services. It is very convenient to have these services, since from a mobile phone or a not very sophisticated machine, you can have access to important services of all kinds just by having access to the internet.

Services provided in the cloud

The most common services provided in the cloud are as follows:

• Storage in the cloud. Where the service allows multiple files, images, or other data to be stored in the cloud. It’s kind of like an internet-connected super hard drive.
• Cloud Databases. You may access servers or databases such as SQL Server, PostgreSQL, MySQL, Oracle, etc. Note that you no longer need to access the entire server with the operating system (which is also possible). NoSQL databases, which are databases that do not use a relational database, can also be accessed. Instead of using tables, it uses documents or value keys to save the information.
• Data Lake. The Data Lake service is, as the name suggests, a data lake. You may have structured, unstructured and semi-structured data. These services are used to manage what we know as Big Data. That is, lots of information. Today, data can no longer be handled in traditional databases exclusively without very large amounts of information. That is why other storage media such as Data Lakes are used.
• Data analysis. Tools for analyzing data are also provided. There are tools for reporting, analytics using Machine Learning and other technologies.
• Software in the cloud. There is the possibility of programming in different languages using cloud services. There are platforms to upload the code and websites.
• Data Integration Services. Services such as AWS Glue, Google Cloud Data Fusion and Azure Data Factory among others, are services that allow you to integrate data. That is, copying data from one database to another or to a text file, moving data from a Data Lake to a database, etc.
• Network Services. Networking services help connect on-premise applications with cloud applications. These services provide connectivity, security, and scalability. Some services offer gateways between the local network and the cloud. There is also the Virtual Network Gateway service. It connects the virtual network and the cloud. Another common service is the Load Balancer which distributes traffic between servers. There are also other Networking services such as application links, traffic handlers, etc.
• Other Services. There are an infinite number of cloud services such as Machine Learning, AI, IoT…

How Cloud Computing Works

Saving is important. Instead of spending money on a good server or infrastructure, you may directly rent these cloud computing services. While the costs of renting cloud services from major vendors like Azure, AWS, and Google may seem high for small and medium-sized businesses, there are savings in staff.

A smaller team of IT professionals is required to maintain applications in the cloud. No time is wasted on hardware or many other aspects of security. While cloud service providers are not 100% responsible for security, much of the responsibility lies with them. They take care of the replications, of changing the hardware. Through a simple payment you may make your database server support more people connected simultaneously. That, in a local environment, would imply the purchase of new expensive servers and migrating information from one place to another.

Changing old hard drives, renewing servers, hardware problems, all of that is solved with the cloud, where you no longer have to worry about that aspect. Basically, it’s paying for the service and using it.

Services available

Some basic services are Microsoft 365 offering MS Word in the cloud, Excel, Word, PowerPoint, Outlook, OneNote, Publisher and Teams among other cloud applications. For example, documents in Excel are no longer saved on the hard drive but in the cloud. That is, on Microsoft Azure, servers to which you connect from your machine using the Internet.

Google offers Google Workspace which is similar to Microsoft 365. For example, it provides Google Sheets (a kind of online Excel), Google Docs (similar to MS Word), Gmail (similar to Outlook for emails), Google Slides (similar to MS PowerPoint).

Here are some of the many applications in the cloud. However, the cloud goes much further. It can offer Windows Servers, Linux. Databases of all kinds, whether relational or NoSQL, analytics services, IoT, Devops, websites, application programming platform, data analytics service, Machine Learning, APIs, cloud software and much more.

Examples of Cloud Computing

In everyday life we have been using cloud services for a long time. For example, Hotmail was the first service to use cloud technology. The concept of the cloud was not used then, but emails were stored on remote servers. Then came Yahoo’s mail services, Gmail.

Eventually Microsoft 365 arrived where it was already possible to use Word, Excel, PowerPoint, etc. using cloud technology. Then with AWS, Azure, Google Cloud and other providers, there are endless cloud services already mentioned above.

Source of the term Cloud Computing

Many people ask: what is the cloud? The term cloud computing is actually a metaphor. Since the 1960s, a cloud has been used to represent networks. Since 2000, the word has become popular and in a way indicates that the network is in heaven. That is, it is not within your physical reach but in another place that you may access through the internet.

History of Cloud Computing

As early as the 1960s, to represent networks, a cloud was used to represent them when they were connected to computers. However, it was not until the 1990s that the term began to be used to describe software as a service (SaaS). Through the service, machines connected to the internet without having to manage it from their computers.

However, the term became popular starting in 2000 with the rise of virtual machines and network computing. Cloud computing encompasses the multiple services offered on the network.

Importance of the Cloud

Large companies are taking their chances on the cloud. Microsoft for example upgraded its technology certifications to the cloud. The technologies located in the physical company have already been removed from the list of Microsoft certifications. Amazon on the other hand started in the cloud and was a pioneer. The trend is to spend less on an IT team and spend more on the rental of cloud services. Every year, the use of cloud services will grow more. According to Gartner, in 2025, 51% of IT services spending. They will be invested in the cloud.

Leading Cloud Providers

The following table shows the top cloud service providers and their market percentage:

As it can be seen in the table, AWS remains the leader and Microsoft maintains a second place. Google is in third place.

Key Elements of Cloud Computing

There are several types of services, which are IaaS, PaaS and SaaS. Below, we describe each one:

• IaaS (Infrastructure as a Service) provides access to cloud services such as servers, storage, and networking. In this type of service, users are responsible for installing, configuring and managing the software and applications that are used.
• PaaS (Platform as a Service) provides a complete platform for developing, running, and managing applications. In Paas, users are responsible for developing the application, however, the cloud provider is responsible for the underlying infrastructure and services.
• SaaS (Software as a Service) provides access to complete applications over the Internet. The user does not have to install or manage the software, as all this is handled by the cloud provider.

Multi-Cloud Computing

Large companies usually choose to purchase different services from different cloud service providers. It is very common for a company to have services in Microsoft, Google and AWS. This is due to different factors such as price, IT service technical skills, some special offers from vendors, etc. Fortunately, major vendors are not very different from each other in their services.

Benefits of Cloud Computing

The main benefit is that users will not waste time on hardware maintenance, buying hardware, scaling and migrating servers. Business and IT teams will focus on business and applications. They’re not going to waste a lot of time on computer installations and configurations.

Advantages and disadvantages of Cloud Computing

As advantages, we already talked about a work reduction in software installation, security, installation time and hardware purchase. However, we hardly talked about the disadvantages.

In many cases, they are very expensive services. It is very common to hear jokes from people who say they went bankrupt for forgetting to turn off cloud servers. And there are services so expensive that they are paid by the hour, which, if you forget to turn them off, the cost increases considerably.

For example, suppose you have a cloud service that costs $100 an hour. $800 per day for 8 hours of use. However, imagine that the employee who uses it, forgot to turn off the machine in the cloud, that can make the service charge you $2,400 a day instead of $800. Another problem is that staff must be trained because if a hacker gets in the cloud, they can access all business information, which would make your company and its computers utterly vulnerable.

Widespread Adoption of Cloud Computing

There is a clear upward trend in the use of cloud services. In 2020, according to Gartner, 20% of the workload was handled by the cloud. In 2023, this figure doubled. Despite increased competition from cloud providers, the demand for cloud services and the benefits of companies offering these services are steadily increasing.

Challenges and Future of Cloud Computing

There are several challenges of cloud computing. IoT, or the internet of things, handles sensors. One may detect for example the status of the machines, maintain inventory, review production, track products. The use of cloud APIs, artificial intelligence services, is increasing. The cloud provides quite a few services and these are constantly increasing.

Conclusion

Cloud computing offers a host of services such as: data analysis, artificial intelligence services, web pages, application server, development platforms, DevOps and lots of others. The trend is to migrate much of the on-premise infrastructure to the cloud.

What is remote access and how has it transformed work dynamics around the world? Let’s dive in, explore and discover together how this innovative practice has reshaped conventional work structures and opened up a whole range of possibilities!

What is remote access?

Remote access or remote connection, itself, is a virtual portal that links your work tasks to the physical location of your choice. Instead of being tethered to a boring desk in an office, this technology allows workers to access computer systems, files, and resources from anywhere with an Internet connection.
*Picture wearing your swimsuit and typing from the Maldives.
At the heart of this revolution is the ability to interact with platforms and data through virtual interfaces, which blurs the boundaries between the traditional grid office and a more flexible work environment (and with the possibility of an afternoon at the beach bar!).

What is remote access for?

The function of remote access transcends the limits of mere convenience. It has proven to be a crucial tool for companies and workers in different circumstances. During exceptional times, such as that global pandemic, that everyone seems to have forgotten, the way we worked as we knew it changed completely. In fact, this technology became a lifeline for business continuity. A notable example is in Spain, a large and free country, where the adoption of teleworking spiked surprisingly, with 80% of companies implementing remote access to maintain productivity in the midst of chaos.

Remote connection: Go beyond geographical borders

As it is obvious, the impact of remote access is not limited to a single region. Colombia, for example, has experienced a staggering 400% increase in the number of remote workers compared to previous years. This underlines and highlights how the adoption of this practice has transcended geographical borders and has become an essential step in the transformation of the working world.

Safe remote access: A tool for security and collaboration

In a scenario where cybersecurity is a constant priority, remote access rises as a neat yet elegant solution. For those who handle sensitive or valuable information, this method provides a safe alternative to local storage on personal devices. By authenticating on enterprise platforms, workers can access data without compromising their integrity or that of the company. Security, therefore, becomes one of the indisputable advantages of remote access. Peer collaboration is enhanced by remote access, as physical barriers are no longer obstacles to communication and teamwork. Video conferencing and task management tools can be activated with ease, enabling interaction and workflow no matter the distance. Remote access technology also plays a vital role in correcting errors and delivering important projects. Even if team members are not physically present, their contribution can flow consistently and effectively, ensuring project efficiency and responsiveness in the ever-changing world of work.

Labor productivity: Transforming business dynamics

In the fabric of the work evolution, remote access has become a common thread that unites productivity with flexibility at work. As we explore this revolutionary practice further, the many benefits it offers to businesses and their workers, as well as the fundamentals of how it works, are revealed. Remote access not only redefines the way we work, but it also drives unparalleled business efficiency. Among its most notable benefits, there are substantial time and money savings. While the initial investment in remote access software may seem like an expense, financial and operational rewards are significant. By getting rid of commuting time, workers can quickly immerse themselves in their tasks, while businesses save on electricity and supply costs. The virtual office stands as a sustainable and economic alternative, where it is only necessary to turn on a computer or tablet, enter the credentials and be ready to work.

Components and operation

Remote access is built on the convergence of three key elements:

1. Software.
2. Hardware.
3. Network connectivity.

Currently, these items are routinely synchronized through a Virtual Private Network (VPN)which creates a safe link between users and systems through wired network interfaces, Wi-Fi connections, or even the Internet. The VPN plays a momentous role in establishing a connection between individual users and private networks. Once the user enters the software, it encrypts the data traffic before directing it through the Wi-Fi network. This process is known as a “VPN tunnel”, which ensures the privacy of the flow of information. The data is then decrypted and sent to the specific private network. For this process to be successful, both the computer from which the user connects and the one seeking access must be equipped with compatible communication software. Once the user connects to the remote host, access is granted to a virtual desktop that replicates the conventional work environment.

Successful implementation of remote access

The journey to a successful implementation of remote access in an enterprise is an exciting journey that requires meticulous planning and attention to detail. As you embark on this journey, here are four key tips that will guide you through a smooth and safe transition.

1. Training

Training is the foundation upon which a successful implementation of remote access is built. Providing your employees with a clear understanding of how it works and how to use it effectively is essential. An organized approach, planned by areas and departments, ensures that everyone is on the same page. By encouraging open communication, doubts can be solved and obstacles overcome more easily. Remember that an investment in training not only boosts productivity, but it can also increase the company’s profit margin by 24%.

2. The right tools

Equipping your employees with the necessary tools is a crucial step. Make sure everyone has a desktop or laptop with the remote access software installed. It’s critical to check your team’s preferences and provide viable alternatives. Each contributor must have a user configured with VPN connectivity to ensure safe access.

3. Remote access security

Security is the pillar that underpins any successful company. *Safety and the coffee machine. In the world of remote access, it is reinforced by two-factor authentication. This multi-factor authentication approach adds an additional layer of protection, reducing vulnerability to security breaches and information leaks. Options such as physical token, mobile phone authentication, or biometrics, such as fingerprinting, are effective ways to ensure that only authorized people have access to sensitive information.

4. Connectivity

The safe and efficient connectivity is the backbone, which is not a pillar, we have already used that analogy before, of a successful implementation of remote access. Installing a wireless access point backed by a robust firewall is a critical step. Leading enterprise firewalls not only protect against cyber threats, but also offer advanced capabilities such as network monitoring and support for mobile connections. These firewalls can be a vital defense to ensure information integrity and maintain operational continuity.

Exploring the Horizon: Remote access tools

As you get deeper into deploying remote access, there is a world of tools available to make this change effective and beneficial for your organization. Compiling a list of options and comparing their features can help you make informed decisions. Each tool has its own advantages, so it’s important to find the one that fits the size of your company, the number of collaborators, and the type of industry you’re in.

We advise you Pandora RC

As a culmination of our exploration in the world of remote access, we present a revolutionary solution that simplifies and enhances this essential practice:
Pandora RC, a computer management system that supports MS Windows®, GNU/Linux ® and Mac OS®, is the bridge that connects users with their computers anywhere and at any time, all through a web browser and without the need for direct connectivity. Rooted in careful planning and effective implementation, Pandora RCreveals its magic with a simple process. Before you can remotely access a device, you need to install an agent and register it on the central Pandora RC server. This process requires a valid user on the platform. Once the agent is configured with a user and activated, it will be provisioned and ready for remote connection.
The user portal will display the provisioned devices, each identified with a unique Key ID. This identifier, designed for accurate identification, ensures collaboration between users and enables efficient tracking in internal inventory systems.

Safety is critical at Pandora RC.
Each agent can have an individual password configured during installation or later. This password is interactively entered at each access, ensuring that sensitive information is protected and not stored on Pandora RC central servers. Pandora RC architecture ensures seamless connectivity. Agents connect to servers on the internet, and if necessary, they can be configured to use a proxy in case they cannot connect directly.

Conclusions

In a world where technology transcends boundaries and creates new horizons, remote access stands as an open door to productivity and flexibility. This concept has transformed global labor dynamics, blurring physical barriers and redefining how and where we work. Remote access has proven its vitality in exceptional situations, as it did in the pandemic and will do so in the apocalypse, by maintaining business continuity and enabling businesses to thrive in changing environments. From Spain to Colombia, mass adoption has marked a milestone in labor evolution, showing how collaboration and efficiency know no geographical boundaries. Security, a constant concern in the digital age, is addressed with advanced authentication and encryption solutions in remote access. In addition, this practice makes remote collaboration easier, driving seamless videoconferencing and workflows.
The successful implementation of remote access requires training, adequate tool supply, enhanced security, and robust connectivity. This process can be catalyzed by solutions such as Pandora RC, which has taken the remote access experience to the next level, democratizing the connection with machines and getting rid of location limitations. Ultimately, remote access not only changes the way we work, but redefines efficiency, security, and collaboration in today’s workplace landscape. A digital revolution that invites us to navigate towards a future where productivity has no borders and flexibility is the standard.

Want to learn more about Pandora RC?

Pandora FMS team

El equipo de redacción de Pandora FMS está formado por un conjunto de escritores y profesionales de las TI con una cosa en común: su pasión por la monitorización de sistemas informáticos.

Pandora FMS’s editorial team is made up of a group of writers and IT professionals with one thing in common: their passion for computer system monitoring.

 

Skilled IT leaders understand that consistent and sustainable growth comes with a number of significant challenges.

Developing IT growth requires a cohesive strategy that aligns perfectly with the engine of that operation:

And that is Service Desk, the undisputed main character of this journey.

Does the support strategy set the foundation of business growth?

A solid support strategy not only guarantees the success of the company, but becomes an essential piece for its survival in a competitive environment.

Technological evolution has given a new dimension to the meaning of growth in the IT field.

In the constant search for innovative strategies to drive their development, IT leaders recognize the indisputable importance of technology in the evolution of a company.

Within this context, support and customer service present themselves as crucial elements to enable a company to:

1. Keep the continuity of its operations.
2. Optimize the productivity of their user and customer base.
3. Fulfill their commitments.
4. Encourage customer loyalty.

Business optimization through remote support:
Savings and efficiency

Time, a sometimes priceless resource, reaffirms its position as the most valuable asset in business management.

In the art of managing time efficiently, lies the potential of saving considerable sums of money, since processes are streamlined and executed in fewer hours.

In this context, the use of remote support tools makes a tangible difference.

If we compare Traditional Support and Remote Support, we will soon reveal the impact of our choice in terms of costs.

Based on an analysis conducted by the Help Desk Institute, the financial disparity between solving an incident at the physical site and addressing it remotely is evident.

Although these data come from the United States, their usefulness as a reference for savings estimates around the globe is unquestionable:

Deploying remote support can reduce costs per ticket by a staggering 69%!

Damn wise Yankees!

Optimize your Service Desk:
Cost reduction through Mean Operating Time (MOT)

Your Information Technology (IT) Department usually houses a series of indicators that trace the pulse of the support strategy implemented.

Among these indicators, the Average Handle Time (AHT) stands out.

This metric reveals the average length of time a support analyst works on a Service Desk ticket.

There is a correlation between the cost per ticket and the associated management time.

The speed in solving a ticket translates into a decrease in the related cost.

Every minute spent by an agent has an economic value, so solving it in 20 minutes is different from solving it in 40 minutes.

Likewise, the difference between a problem being solved at the first level or needing to be escalated to a higher level specialist has an impact on expenses, given that salaries vary markedly.

Thus, the First Call Resolution and First Level Resolution metrics determine the duration of ticket management and, consequently, the associated costs.

The approach of solving more tickets at the first contact with the customer, and addressing incidents from the initial support levels, entails unavoidably a reduction in the cost per ticket, a strategy that leads to considerable savings.

Remote support tools:
The catalyst for efficiency and savings

The Corporate Remote Support capability is an essential tool for support departments, enabling them to securely and remotely connect to customer devices and equipment.

The premise is clear.

Take note:

Streamline incident management and safeguard the continuity of IT services and business operations

Within this context, one of the most valuable levers offered by a corporate remote support tool lies in its ability to reduce support costs, improving the Average Operating Time per ticket metric.

Are you looking to enhance efficiency in customer service?
Here comes the art of solving in the First Contact

Well, the time has come to focus on the First Call Resolution metric.

This indicator reflects the percentage of cases that are solved on the first contact between the customer and the Service Desk.

You need an accurate and structured solution with which you may quickly diagnose the incident, discarding of course outdated methods and taking an approach to accelerate support in a practical and efficient way.

If it is necessary to escalate the case to an advanced level technician, you must have a function that ensures that the solving process continues in the first interaction with the customer.

This approach avoids interruptions in the call or chat with the customer, as well as pausing the ticket and registering all the notes of the first contact, among other cumbersome tasks.

With this solution, the process is sped up by inviting the relevant technician, allowing the problem to be addressed immediately.

Imagine the significant time saved by smoothly inviting the right technician, resulting in successful resolution in the first interaction.

Shift-Left strategy:
Key to reducing costs and freeing up resources in IT

One of the most notable trends in the Service Desk domain is the ongoing implementation of a “shift-left” strategy.

In the current era, the generation and maintenance of a competitive advantage is inseparable from this continuous improvement.

Let’s go back a second to the previous point and get deductive:

The hourly cost of specialist technicians far exceeds that of tier 1 analysts.

If we look at the average cost of solving tickets according to the support level in America, the disparity between the resolution at the first level (22 USD) and at the third level (104 USD) is evident.

This difference becomes almost five times higher.

Therefore, by focusing on strengthening the shift-left strategy and seeking to solve a higher number of tickets from the initial support levels, we will achieve two vital goals:

1. Reducing costs per ticket: This action directly contributes to optimizing operating expenses.
2. Freeing up high-value resources: By decreasing the burden on advanced technicians, they are given more time to engage in high-impact activities within the IT department.

So the remote support tool emerges from the waters as an invaluable ally to take the shift-left strategy to new heights.

Conclusions:

In the technological maelstrom in which we live, great IT leaders have discovered that constant growth demands facing formidable challenges.

That’s when the Service Desk shines as an essential pivot.

We explored how support strategies shape the corporate expansion landscape and how remote assistance becomes an effective pillar for the evolution of the Service Desk.

Savings and efficiency rooted in these practices are not just goals, but tangible realities.

What’s the moral of the story?

Of course, this is a great article:

In cosmic ballet, time is the undisputed protagonist.

Smart investment in remote support tools not only cuts expenses, but adds seconds to the dance, unlocking untapped potential.

Thus, the road to optimization is paved with savings and smiles.

The clock is ticking, and we, with ingenuity, are speeding towards tomorrow!

BOOM!

Increase team collaboration quality and speed in emergencies with Pandora FMS and ilert’s ChatOps features

Pandora FMS is an excellent monitoring system that helps collect data, detect anomalies, and monitor devices, infrastructures, applications, and business processes. However, more than monitoring alone is needed to manage the entire incident lifecycle. ilert complements Pandora FMS by adding alerting and incident management capabilities. While Pandora FMS detects anomalies, ilert ensures that the right people are notified and can take action quickly. This combination helps reduce the mean time to resolution (MTTR) and minimize the business’s impact.

While Pandora FMS and ilert are reliable and robust foundations for your system’s resilience, the magic of team collaboration and real-people decisions happens in chats. This trio of tools is indispensable in today’s business world. In this article, we will provide practical recommendations on evolving your ChatOps and enhancing the speed and quality of incident response.

What exactly is ChatOps? 

ChatOps is a model that connects people, tools, processes, and automation into a transparent workflow. This flow typically centers around chat applications and includes bots, plugins, and other add-ons to automate tasks and display information.

As a model, ChatOps means that all team communication and core actions are taking place right in a chat tool, which eliminates the need to switch between the services and makes it possible to orchestrate the work from one platform. As there is a variety of chat tools on the market, there are, for sure, two of the most commonly used among IT teams. Those are Slack and Microsoft Teams. As for the available data, they have 18 million and 270 million users, respectively, and those numbers are growing consistently for both companies.

As there is a wide variety of implementations of the ChatOps model to everyday work, we will concentrate specifically on how to manage incidents through ChatOps.

ChatOps and Incident Management: What is it all about?

The fusion of monitoring and incident management platforms with ChatOps is a manifestation of modern IT operations aiming to optimize efficiency, speed, and collaboration. By marrying these paradigms, organizations can capitalize on the strengths of the tools, leading to streamlined incident resolution and enhanced operational visibility.

At the core of ChatOps lies real-time collaboration. When an incident arises, time is of the essence. Integrating ChatOps with an incident management platform ensures that all team members—be it developers, support, or management—are immediately aware of the incident. They can then collaboratively diagnose, discuss, and strategize on remediation steps right within the chat environment. This kind of instant cross-team collaboration reduces resolution time, ensuring minimal service disruption.

Here are other advantages that integrated ChatOps provides in times of incident response.

Centralized information flow

ChatOps can funnel alerts, diagnostics, and other relevant data from various sources into a single chat channel. This consolidation prevents context-switching between tools and ensures everyone has access to the same information.

Team awareness

Everyone involved in the incident response has a shared view of the situation. This shared context reduces miscommunication and ensures everyone is aligned on the incident’s status and the response strategy.

Detailed overview

Every action taken, command executed, and message sent in a chat environment is logged and timestamped.

Accountability

With each chat action being attributed to a team member, there’s clear accountability for every decision and command. This is especially valuable in post-incident reviews to understand roles and contributions during the incident.

Automation

Through chat commands, responders can trigger predefined automated workflows. This can range from querying the status of a system to initiating recovery processes, thereby speeding up resolution and reducing manual efforts.

Accessibility

With many ChatOps platforms being available on both desktop and mobile, responders can participate in incident management even when away from their primary workstation, ensuring that expertise is accessible anytime, anywhere.

9 Tips on How to Squeeze Maximum out of ChatOps in Times of Incidents

ChatOps provides a synergistic environment that combines communication, automation, and tool integration, elevating the efficacy and efficiency of incident response. But what exactly do teams need to uncover the full potential of their chats?

We won’t dive deep into instructions on how to connect Pandora FMS with the ilert incident management platform, but you can find related information in Pandora FMS Module Library and a step-by-step guide in ilert documentation. Find below a list of best ChatOps practices for organizing your workflow when an alert is received.

Use dedicated channels

Create dedicated channels for specific incidents or monitoring alerts. This helps to keep the conversation focused and avoids cluttering general channels. And don’t forget to set a clear name for those channels. In ilert, the pre-build title includes the name of the monitoring tool and the automatically generated number of an alert, for example, pandorafms_alert_6182268.

Allow users to report incidents via your chat tool

Enable all users to report incidents through Slack or Microsoft Teams using pre-set alert sources for each channel. This approach empowers teams to have a structured method for reporting concerns related to the services they offer within their dedicated channels.

Decide on what channels should be private

Most chat tools provide functionality to create public channels that are searchable across an organization and can be viewed by all team members, and private where only specific people can be invited. Here are a few reasons why you might want to create a private channel:

• • Sensitive data exposure. Such as personal identification information (PII), financial data, or proprietary company information.

• • Security breaches. In the event of a cyberattack or security compromise, it’s important to limit knowledge about the incident to a specialized team. This prevents unnecessary panic and ensures that potential adversaries don’t gain insights from public discussions. You can read more on how to prevent data breaches in the article “Cyber Hygiene: Preventing Data Breaches.”

• • High-stakes incidents. If the incident has potential grave repercussions for the organization, such as significant financial impact or regulatory implications, it’s beneficial to restrict the discussion to key stakeholders to ensure controlled and effective communication.

• Avoiding speculations. Public channels can sometimes lead to uncontrolled speculations or rumors. It’s best to keep discussions private for serious incidents until the facts are clear and an official narrative is decided upon.

Keep all communication in one place

Ensure that all decisions made during the incident are documented in the chat. This assists in post-incident reviews.

Pin important messages

Use pinning features to highlight essential updates, decisions, statuses, or resources so they’re easy for anyone to find.

Keep stakeholders informed

Ensure you keep your team in the loop and update all incident communication, including public and private status pages, in time.

Use chats in post-mortem creation

The real-time chat logs in ChatOps capture a chronological record of events, discussions, decisions, and actions. During a post-mortem creation, teams can review this combined dataset to construct a comprehensive incident timeline. Such a detailed account aids in pinpointing root causes, identifying process bottlenecks, and highlighting effective and ineffective response strategies.

Regularly clean up and archive

To maintain organization and reduce clutter, regularly archive old channels or conversations that are no longer relevant. Avoiding numerous channels in your list will also speed you up when the next incident occurs.

Provide regular training for all team members

The more familiar your team is with tools, alert structure, chat options, and features, the quicker you will be when the time comes. Trigger test alerts and conduct incident learning sessions so that everyone involved knows their role in the incident response cycle.

Pandora FMS team

El equipo de redacción de Pandora FMS está formado por un conjunto de escritores y profesionales de las TI con una cosa en común: su pasión por la monitorización de sistemas informáticos.

Pandora FMS’s editorial team is made up of a group of writers and IT professionals with one thing in common: their passion for computer system monitoring.