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READI Product Release: Advancing Governed Identity Automation 

Identity Automation Governance: Strengthening Control and Visibility   Identity automation is only as strong as the control and visibility behind it.  READI just delivered a major platform release focused on one core principle: governed identity automation. The enhancements strengthen operational control, improve observability, and elevate automation from simple script execution to governance-grade capability.  As identity environments grow more complex,

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Automating Service Desk Ticket Resolution

Most help desks or service desks have an IT Service Management (ITSM) tool that allow them to manage IT requests, incidents, problems, change requests and service level knowledge. When a new request is created, it is generally referred to as a “ticket”. Quickly handling these tickets directly impacts an organization’s costs and revenues, customer retention,

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Three Ways to Simplify IT Automation for Customer Service Organizations

Customer Service BPOs (Business Processing Outsourcers) are companies that specialize in handling customer queries that come in via email, chat, phone, social media, and other channels. Studies show that organizations who have strong customer service (can solve customer problems quickly) tend to have faithful customers. Because BPOs serve many organizations at the same time, and

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Security and Procrastination – Using Identity Automation to Avoid Pitfalls

It’s 10am on a sunny spring morning and Manhattan is buzzing with crowded sidewalks and yellow cabs flying by at light speed. Fresh from LaGuardia and having enjoyed the brisk morning walk, I open the giant glass door and enter a mega-lobby of fine marble; I’ve arrived. A quick sign-in process, a bag scan, and

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