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Freshworks’ annual benchmark report outlines key trends evolving IT service management

CIO

Similarly, 52% used SaaS applications for human resources (HR) management, while half of those surveyed also preferred SaaS for business intelligence tools and customer relationship management. To address this issue, operators may look into implementing a priority matrix to streamline ticket queue management.

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The DX roadmap: David Rogers on driving digital transformation success

CIO

When they look at a new problem, they start by gathering loads of third-party data and benchmarking through consulting firms. For example, CNN decided to get into digital news after looking at many benchmarks and reading several reports, thinking subscribers will pay monthly for a standalone news app.

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