Proactive IT Service Desk: Reducing Downtime, Resolving Issues Faster, and Improving Government Efficiency
Efficiency, effectiveness, and responsiveness are critical for government agencies. Achieving them requires a shift from a reactive to proactive approach. As digital technology advances expanding observability, service desks must be designed to anticipate and resolve issues before they disrupt workflows, reducing delays, and improving overall performance. By integrating advanced technologies like Nexthink with ITSM platforms […]
Transitioning from SLAs to XLAs in Government IT Operations
Introduction In the rapidly evolving landscape of Information Technology (IT), government agencies at the Federal, State, and Local levels face increasing pressure to deliver exceptional service to their constituents. Traditionally, Service Level Agreements (SLAs) have been the cornerstone of measuring IT performance, focusing primarily on operational metrics such as uptime, response times, and resolution rates. […]
Have You Humanized Your Service Desk?
Robotic Process Automation (RPA), artificial intelligence, advanced tools for call processing – the technology parade seems to be never-ending. Each of these features have enhanced our ability to improve service delivery and customer experience at the service desk. In some respect, advancements in technology have enabled service desks to answer more calls and improve metrics […]
Unraveling the Differences Between the Digital Experience and the Digital Employee Experience
Are You Confused About the Difference? Let’s Break It Down! In the ever-evolving digital landscape, two key concepts often find themselves entangled in the web of technological jargon: Digital Experience (DX) and Digital Employee Experience (DEX). If you’ve ever found yourself scratching your head, wondering about the distinctions, fear not! In this blog, we’ll demystify […]
Predictive and Proactive: Moving Beyond Shift Left with MakNuAx
MakNuAx is an SBA-approved joint venture between SBA mentor-protégé firms NuAxis and Makpar. We work together to offer Federal agencies full-spectrum services for IT modernization. Our work is proven with award-winning experience and a strong partnership built on integrity and trust. MakNuax is an 8(a)/WOSB/EDWOSB certified company. Empowering Organizations with Predictive Analytics, AI, and Advanced […]
What “Shift Left” Means & Why Should You Care
The first time I heard the term “shift left,” I immediately took to my favorite search engine to explore and understand the full meaning behind this concept. It didn’t take long to pinpoint its value for the service desk and its customers. For the uninformed, shift left entails moving information or knowledge from the upper […]
Three Reasons Automation Fails
The best part of being in the world of technology is change! We get to see changes in the technology stack almost daily, many of which improve operations and service delivery. One of the more dominant trends right now is the usage of automation and while it may seem new, the tech industry has been […]
Enhancing Government Data Categorization With Human-Centered Design
One major challenge government agencies face is managing and categorizing vast amounts of data effectively. Accurate data categorization is crucial for efficient information retrieval, policy development, decision-making, and public service delivery. When tackling this challenge, government agencies can benefit from incorporating human-centered design (HCD) principles into their data categorization processes. HCD focuses on understanding user […]
Embracing Enterprise Experience Management
No matter what business vertical your organization resides in, customer support continues to be a driving force for continued success. Three to five years ago, I would have been rallying organizations to move towards Enterprise Service Management (ESM) as the go-to approach for managing internal services and processes. However, today’s demanding digital environment calls for […]
Human-Centered Design and DevSecOps: The Perfect Partnership
In today’s fast-changing digital world, agencies must adopt innovative approaches to reduce costs while ensuring secure software development. Our team at NuAxis has combined human-centered design (HCD) and DevSecOps to support the growing demand for secure and customer accepted applications and services. When these two approaches are combined, they create a powerful collaboration that can […]
