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Matt Beran

Matt has nearly 20 years of experience in Service Management and Customer Service. From the Service Desk to Business Process Consulting and into Service Design; he’s served in a variety of roles. Known for challenging industry norms and his unique approach to Service Management, Matt has been featured on the Enterprise Digital Podcast and was Co-Host of ITSM Weekly: The Podcast for over 3 years.
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Automatic Ticket Assignment: 3 Examples to Streamline your Service Desk

Automatic ticket assignment is one of the simplest yet crucial features of help desk software. It allows the workflow to keep moving, and at the same time assures an equal distribution of work - turning this into a great way to contribute to your ...

How to Migrate to InvGate Service Desk in One Day

Getting started with a new ITSM tool can be intimidating - but migrating from one service desk tool to another is likely much more complicated. Over time, there’s so much data, not only from your ...

7 Laws of UX to Improve the Experience of IT Managers

The process of looking for a suitable software to work with doesn’t involve its functionalities and integrations alone. It’s not limited to your company and your own needs, either. Finding a tool ...

Apple Zero-Day: How to Spot Devices to Update in Your Company in Seconds

Just a couple of days after Google announced a high-risk zero-day vulnerability in Chrome, Apple disclosed two zero-day vulnerabilities affecting their operating system on both mobile and desktop ...

Chrome Zero-Day: Find Devices With Vulnerabilities Across Your Inventory

If you’re an asset manager or an application administrator, you must have had - or are about to have - a lot of work since there’s a new Chrome zero-day vulnerability in the wild. Google issued an ...

Metrics for Problem and Incident Report Managers

Many IT professionals are familiar with the popular metrics and measures of IT operational success. Such metrics as Customer Satisfaction, Average Handle Time and First Contact Resolution are ...

InvGate Workflows: Plan Tasks in One Step, Execute in Another

A new feature in InvGate Service Desk has been added to the workflow engine. This feature will help teams coordinate semi-structured work where planning the work occurs during one stage of the ...

Log4j: Two Tricks to Make Your Next Vulnerability Less Chaotic

Tl;dr: Log4j is a mess, if you’re chasing down the applications, services and servers that use Java; consider the suggestions below to make zero day patching easier.

The WSJ Says "It's Time to Get Rid of the IT Department." This is Why They're Wrong.

Last week, the Wall Street Journal published an article titled It’s Time to Get Rid of the IT Department. It’s paywalled, so those without a subscription might not be able to read it, but the gist of ...
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