We cannot talk about digital transformation in companies without mentioning the technologies that have been evolving over time at an exponentially faster rate, thus generating more efficient companies, with optimized processes in terms of costs and time, and with a reduction in errors. 

Every day more companies have understood the importance of being at the forefront of these technologies, in fact, according to a study by Gartner, this year is expected to increase by 11.5% in the use of enterprise software tools. 

All this is because, in order to compete and survive, companies need to be able to redefine the way they operate and connect with the world, responding quickly and accurately to the new demands of the industry as a whole. Therefore, the implementation of IT Service and Infrastructure Management solutions is the answer to many of the challenges that companies face today. 

Where is enterprise technology headed? 

On the one hand, with all the challenges that organizations have faced in recent years in terms of economics, adaptability and market evolution, among others, companies need technology that allows them to achieve higher levels of efficiency, rationalizing or reducing costs, i.e., doing more with less and faster.  

And secondly, with the unstoppable technological advancement, the role of IT changes to being a primary enabler that has an influential impact on the entire organization and not just a controller of the implementation of technology operations. 

• Greater flexibility and scalability in accessing software tools and functions (Software as a Service). 

SaaS has become a popular choice for businesses and individual users due to its ease of use, low initial cost and ability to access it from anywhere with an Internet connection. This popularity will continue to grow, according to a study by McKinsey, which shows that software obtained by companies from cloud services platforms, open repositories and software as a service (SaaS) is growing at a compound annual rate of 27.5% between 2021 and 2028. 

Instead of purchasing, installing and maintaining software on local devices, users access applications through a web browser. This eliminates the need for local installations and provides greater flexibility and scalability in accessing software tools and functions, which is why it is estimated that by 2024, 70% of companies will employ hybrid or multi-cloud technologies, tools and management processes.  

• Unique and relevant user experiences and increased automation with Artificial Intelligence 

In an increasingly digital and competitive landscape, Artificial Intelligence 

has positioned itself as a fundamental factor driving innovation, efficiency and sustainable business growth. 

Artificial Intelligence not only represents the future of business, it is shaping the future that is already here. From automating routine tasks to making strategic, data-driven decisions, AI is redefining the way businesses operate and compete.  

In addition, thanks to AI-powered personalization, companies will be able to further enhance the user experience through individualization and predictive analytics. In fact, it is estimated that by 2024, more than 50 percent of user touches will be augmented by AI-driven voice, typed word or computer vision algorithms. 

• The power of data and digital trust  

These huge shifts in the focus, power and capability of technology will create many more customer touch points and, as a result, there will be an exponential growth of new user data.  

Against this backdrop, companies must adopt technological tools that have the ability to analyze large data sets to extract valuable information and thus be able to make evidence-based decisions and detect emerging trends. 

On the other hand, with the digital world expanding, IT must expand its capabilities to build trust around security, privacy and the cyber world. According to a study conducted by McKinsey, 57% of organizations suffered at least one major data breach in the last three years and many of these breaches resulted in financial losses, loss of customers or other consequences such as damage to business reputation. 

Therefore, it is of vital importance that companies implement technological solutions that allow them to be at the forefront of cybersecurity issues. In this way, by establishing digital trust in products and experiences that leverage artificial intelligence, digital technologies and data, you will not only meet consumer expectations, but also safeguard the company's reputation, avoid financial penalties and could increase annual business growth rates. As a sign of this, it is estimated that digital trust leaders are 1.6 times more likely than the global average to see revenue and EBIT growth rates of at least 10 percent. 

Given this scenario, from Aranda Software we are constantly working on the innovation of our solutions to offer companies a portfolio of tools that responds to all the above mentioned needs and is constantly evolving to help companies face future challenges in business technology issues. 

The future of business is digital and we are here to drive companies on this journey to success! 

References: 

• https://www.itsitio.com/co/el-futuro-de-la-industria-de-ti-segun-los-analistas-de-idc-y-gartner/ 
• https://www.mckinsey.com/capabilities/mckinsey-digital/our-insights/tech-at-the-edge-trends-reshaping-the-future-of-it-and-business 
• https://www.mckinsey.com/capabilities/mckinsey-digital/our-insights/tech-at-the-edge-trends-reshaping-the-future-of-it-and-business 
• https://www.mckinsey.com/capabilities/quantumblack/our-insights/why-digital-trust-truly-matters 
• https://hbr.org/2023/01/where-is-tech-going-in-2023 

The use of Artificial Intelligence (AI) tools in ITSM software has become a key element in ensuring efficient operations and increased business productivity. This is because organizations face a constant demand for fast delivery and quality services and, therefore, the integration of Artificial Intelligence in ITSM emerges as a key differentiator. 

For example, an AI-enabled ITSM application offers automated ticket sorting, provides instant responses through a chatbot, and optimizes workload for routine tasks. 

AI service management (AISM), an in-depth look 

If you have wondered what is the difference between traditional Service Management and AI Service Management, the answer is that basically AISM merges service management capabilities with Artificial Intelligence tools to boost efficiency and quality in IT service delivery. 

AISM goes beyond task automation and overcomes the limitations of a traditional ITSM solution by involving advanced machine learning techniques, natural language processing and data analytics to achieve predictive and personalized results, thus improving the speed and efficiency of the tool. 

• More efficient operations  

The adoption of Artificial Intelligence and machine learning considerably reduces ticket resolution times by automatically tagging and routing tickets, as well as enabling their resolution through machine learning models and natural language processing. In other words, it uses certain selected answers and then sends them to the end user in a matter of seconds, thus reducing response times.   

Today, studies show that several organizations have been able to automate approximately 80% of ticket responses (and up to 100% in specific categories), which not only speeds up the process, but also frees support agents to focus on more complex and strategic tasks. 

• Increased Productivity  

Another benefit provided by Artificial Intelligence in an ITSM tool is that through automation it allows the IT service desk team to concentrate their efforts on more difficult calls and tasks, which increases job satisfaction and productivity in organizations. 

As an example of the above, a Forrester study has revealed that employees working with automation experienced a 69% improvement in job satisfaction and 78% of business leaders confirm that task automation increases company productivity. 

This is because automation allows IT support staff to be relieved of repetitive, high-demand requests such as password resets, one of the slowest and most costly tasks an IT department has to manage. 

As an example of this, a Gartner study shows that between 30% and 50% of all calls to the IT service desk are to reset passwords, either due to human forgetfulness or as a security measure, and it is one of the requirements that can occupy up to 40% of the service desk staff's working day. 

Therefore, an ITSM tool with Artificial Intelligence that integrates solutions, such as Aranda PassRecovery, which facilitates the self-management, resetting and management of passwords by the end user, can reduce calls to the service desk by more than 40% and significantly save costs. 

• Increased user satisfaction 

By analyzing user data, Artificial Intelligence can provide personalized recommendations and tailor IT services to the specific needs of each individual.  

Similarly, it improves interaction with users by providing 24/7 virtual assistance, ensuring that users can access help and support at any time. In addition, through an AI-powered chatbot, answers to frequently asked questions can be offered and solutions to common problems can be provided instantly, improving the overall user experience. 

With all of the above, it is worth mentioning that Artificial Intelligence is taking IT Service Management to another level, allowing organizations to be more agile, efficient and oriented to excellence in service delivery. 

Our portfolio of IT solutions incorporates Artificial Intelligence that, in addition to offering all the benefits mentioned in this article, helps companies stay ahead of the curve, analyze IT problems from the root cause, react proactively and solve quickly.   

Discover all that the Artificial Intelligence of our ITSM solutions can do for your company! 

References  

¹ https://itsm.tools/manual-ticket-triage-ai/ 

² https://itsm.tools/automation-reduces-tickets-improves-security/ 

Extends the power of Absolute's firmware-integrated Persistence technology to enable automatic recovery of its IT asset management application

Miami, Florida, USA- February 2, 2023 

With over 22 years of experience providing IT infrastructure and service management solutions in the Latin American market aligned with ITIL® best practices, we are pleased to announce our commercial agreement with Absolute Software.™ (NASDAQ: ABST) (TSX: ABST), the only provider of intelligent, self-healing security solutions, to strengthen the resiliency of its endpoint application with Absolute Application Persistence-as-a-Service (APaaS). Through APaaS, we are leveraging the Persistence® technology built into Absolute's firmware to automatically monitor and remediate our Aranda Device Management (ADM) solution, ensuring it remains healthy, installed and running effectively across our customer base. 

Aranda Device Management enables organizations to optimize IT asset management with the ability to automate common administration and configuration tasks for PCs, laptops and servers, and execute remote maintenance actions on managed devices. In addition, ADM helps them reduce IT administration costs by providing a unified console, optimizing device management, security and compliance. 

With APaaS, we have the ability to integrate Absolute's application resiliency™ capabilities directly into our software suite to continuously maintain application integrity with lower development and maintenance costs. We also have access to rich telemetry data that provides valuable information on application health and performance, enabling application optimization and enhancement. 

"Aranda has taken the critical steps necessary to diagnose and repair its application at the firmware level, ensuring that it remains healthy and functions as intended," said Edward Choi, SVP of Global Alliances at Absolute Software. "Today's hybrid enterprise and education device environments are becoming more complex, putting EndPoint systems at greater risk of crashing, deteriorating or being disabled by negligent or malicious users. By joining our APaaS ecosystem, Aranda delivers maximum return on its customers' software investments and helps strengthen their overall security posture." 

"Our customers depend on our capabilities in asset management and automation to reduce operating costs and maximize the value of their IT investments," said Alberto Lederman, president of Aranda Software. "With the ability to self-heal our EndPoint Agent through APaaS, we are confident that we can seamlessly manage and protect their EndPoint Devices, no matter where those devices are located." 

For more information on Aranda Device Management, visit here. For more information on how to leverage APaaS to automatically repair your mission-critical application, visit here. 

About Aranda Software 

Aranda Software is a company with more than 20 years in the market, which develops solutions for IT Service and Infrastructure Management, aligned with ITIL® best practices and focused on generating the greatest value for companies in the Latin American market. 

At Aranda Software we have a deep understanding of the dynamics of Latin American business, which makes us a strategic ally for our clients to face the new challenges of digital transformation. 

About Absolute Software 

Absolute Software (NASDAQ: ABST) (TSX: ABST) is the only provider of intelligent, self-healing security solutions. Integrated across more than 600 million devices, Absolute is the only platform that delivers an always-on digital connection that intelligently and dynamically applies visibility, control and self-healing capabilities to endpoints, applications and network connections, helping customers strengthen cyber resilience against the growing threat of ransomware and malicious attacks. With the confidence of 18,000 customers, G2 recognized Absolute as a leader for the eleventh consecutive quarter in the Fall 2022 Grid Report for Endpoint Management and as a leader in the Grid® Report for Zero Trust Networks. 

©2023 Absolute Software Corporation. All rights reserved. ABSOLUTE, the ABSOLUTE logo and NETMOTION are registered trademarks of Absolute Software Corporation or its affiliates. Other names or logos mentioned herein may be trademarks of Absolute or their respective owners. The absence of the ™ and ® symbols in the vicinity of each trademark, or at all, in this document is not a disclaimer of ownership of the related trademark. 

CONTACT US: 

mercadeo@arandasoft.com 

www.arandasoft.com 

+51 756 30 00 

Bogotá - Colombia 

Faced with the challenges that have arisen during 2022, many organizations have rethought the way they execute their processes and services and with it came the adoption of new technological solutions that would allow them to face and predict incidents, turning these tools into a competitive advantage. 

Considering this scenario, several companies prioritized digital transformation. According to a report by Worldwide Digital Transformation 2022 Predictions, global spending on digital transformation during 2022 reached $1.8 trillion, an increase of 17.6% over 2021.  

For this reason, as the year draws to a close, we are informing you of the technology trends that 2023 holds for all companies. 

1. Customer engagement and relationship with the customer 

- Creation of superapps 

Apps conceived as a platform, but also as an ecosystem will boom in 2023, companies will develop this system as a strategy for customer attraction, offering more complex functionalities than the usual app.  

The introduction of such superapps at an early stage will give companies a great competitive advantage. 

• Service Tables 

On the other hand, implementing an ITSM Service Desk is essential for customer service processes and customer satisfaction, since it is a strategic vision that adds value to companies and users. 

For this reason, with the customer in mind, service desks will have greater relevance for companies due to the need to increase user satisfaction, increase the number of cases handled by the service center and decrease the number of incidents that impact organizations.  

Sustainable technology 

More and more companies and organizations are betting on sustainable technology, with 75% of SMEs investing in sustainable measures. Taking into account that sustainable technology is understood as a set of solutions to improve energy efficiency and IT services, in 2023 the implementation of solutions with a sustainable approach will increase. 

It goes without saying that this type of technology also generates operational resilience and financial performance, and may represent new avenues for growth in many sectors. 

3.Optimization 

-Digital immunity system 

According to Gartner, improved information technologies can reduce production equipment downtime by 80%. Therefore, the advice is to integrate analytics and artificial intelligence systems, to gain scalability, security and stability in all processes. 

By integrating the digital immunity system, companies will improve their ability to observe and monitor all processes, which will also help improve the end customer experience. 

4. AI and security 

One of the big trends for 2023 will be securing data exchanged between smart grids. Automated AI-based solutions will help companies react faster to security incidents. Likewise, through algorithms, it will be possible to detect dangers faster, achieve a minimum margin of error, predict potential threats and help cybersecurity experts create more robust protocols. 

Similarly, solutions that enable organizations to comply with regulatory frameworks will be welcomed, providing visibility of devices with respect to security protection, reducing inherent operational risks and maximizing the value of their investment by reducing security breaches. 

5. Technology for field services 

Technology tools designed for field service management will be a must for companies in 2023, as they will need a simple way to schedule visits with customers so that field technicians can go in and resolve requests more quickly.  

In addition, to provide a good service in the field, they must also ensure that their technicians have all the information and resources necessary to handle each case, which will have to be done in an automated manner to optimize time and operational costs and to manage all services from the request process to its execution and closure.  

Explore our portfolio of solutions: https://arandasoft.com/  

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