Webinar – Analyze Your Service Desk Ticket Data

Wednesday, February 16 at 1:00PM ET | 10:00AM PT

Webinar Summary

Service desks improve their services by leveraging ticket data to inform their actions. However, 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 your ticket data as it exists today.

During this webinar we will discuss how to:

  • Reduce the noise: standardize your ticket data in a format that will ease analysis.
  • Start with common analyses using the cleaned data set.
  • Identify action items based on your ticket data.

Webinar Speakers

 

 

Benedict Chang

Research Analyst, Infrastructure, Info-Tech Research Group 

  • Benedict Chang is a Research Analyst in the Infrastructure and Operations practice at Info-Tech Research Group. Benedict’s focus is writing research and providing advisory services on improving process and governance surrounding service desk and change management operations.

  • Prior to coming to Info-Tech, Benedict spent 10 years in the academic research setting gaining research and teaching experience. He holds a master’s degree in Neuroscience and a bachelor’s in Life Sciences.

Mahmoud Ramin

Senior Research Analyst, Infrastructure, Info-Tech Research Group 

  • Mahmoud is a Research Analyst for Info-Tech Research Group’s Infrastructure & Operations practice team. He has over ten years of research experience in different fields, and specializes in writing engaging research applicable to real-world IT.

  • Mahmoud’s current research focuses on service desk, professional services automation, and IT service management. His research tackles client issues related to these topics.

Emily Sugerman

Research Analyst, Infrastructure, Info-Tech Research Group 

  • Emily Sugerman is a Research Analyst in the Infrastructure and Operations research practice. Emily covers topics such as virtual events and online conferences, higher education, and architectural and engineering professional services. She holds a Ph.D. in English literature from Western University.

Register for Our Webinar

About Us

Info-Tech Research Group is the world’s fastest-growing information technology research and advisory company, proudly serving over 30,000 IT professionals.

We produce unbiased and highly relevant research to help CIOs and IT leaders make strategic, timely, and well-informed decisions. We partner closely with IT teams to provide everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.