Insights

Over the past two decades, the approach to managed Service Desks has fluctuated significantly. Initially, many organizations utilized U.S.-based Service Desks, which were close to home and delivered a quality customer experience. However, as demand for IT services grew, so did the costs. U.S.-based Service Desks became increasingly expensive to operate, leading organizations to move…

When it comes to IT services, success often hinges on the strength of the partnership between your organization and your Managed Service Provider (MSP). It’s a bit like a well-oiled machine—or better yet, a high-performance race car. But before we dive into the race, let’s talk about what it takes to cross the finish line…

Key to a successful per-ticket service desk model Partnering with the right service desk provider can be a game-changer for many businesses. It allows the organization to focus on their core operations while entrusting the day-to-day IT support to a specialized team. However, if your service desk provider charges per incident or per ticket, be…

We often have conversations with customers who struggle to deploy, manage or maintain infrastructure across numerous sites. Managing 50, 100 or 1000+ sites can be a challenge in itself and is often exacerbated when organizations have grown through acquisition and have various manufacturers across their environment . As these organizations expand, their IT ecosystems become…

Microsoft first introduced Intune back in 2010, with modern Autopilot features and portal experience launched in 2017. So why is it that most organizations have still not taken advantage of these features and realized an end to end direct to user, zero touch experience for device deployment? The most common reasons tend to be simple……

IT assessments are a useful tool for organizations to understand the strengths and weaknesses of their operations. Assessments help companies identify areas for improvement, optimize processes, improve their technology-stack and align their IT strategies with business goals. These assessments are very thorough and include weeks of effort analyzing data, interviewing key stakeholders, and developing a…

As many organizations contemplate purchasing Copilot licenses and look to weigh the cost benefit of the investment…many find themselves asking: Is Copilot truly ready? The appeal of Copilot is its potential to transform the way we work. By integrating into the applications we use every day, analyzing data across them, and identifying context and patterns…

Our RL Canning team members have been working with and developing in ServiceNow for more than a decade; since way back in Calgary some twenty versions ago. Obviously, we are huge fans of the platform and believe tremendously in the power it offers to act as the central platform for an organization. However, while we…

It seems that every conversation nowadays circles around Artificial Intelligence (AI), Automation, Robotic Process Automation (RPA), chatbots – everyone is after the cutting-edge technology and how it will transform their business. Unfortunately, in the race to adopt the latest technological advancements, many organizations often overlook the technology fundamentals required to support these innovations. While the…