SAN
DIEGO, July 22, 2024 /PRNewswire/ -- Tikit
by Cireson, the leading Microsoft-aligned IT Service Management
(ITSM) platform, today announces the winning organizations for the
Tikit ITSM Awards.
This awards program was designed to recognize organizational
achievements in the ITSM space using Tikit. Specifically, these
awards aim to showcase customer successes, recognize achievements
made by customers they can share with the ITSM community, inspire
others in the ITSM space and offer networking opportunities among
Tikit customers. By recognizing the outstanding contributions of
these organizations with both the Tikit and broader ITSM
communities, we hope to encourage more organizations to enhance
their service desk and overall improve the employee experience
across their organization.
When asked about this new awards program, Director of Product
Management at Tikit, Adam Dzyacky,
said: "The Tikit ITSM Awards were created not just as a place to
give creators a chance to show off their service management
expertise, but as a way to draw attention to the very real
day-to-day work issues everyone deals with and how they are being
improved, and ultimately solved. The submissions the Tikit Team has
received highlight the creativity, dedication and passion teams
across the board have for improving their internal request
processes."
The Tikit ITSM Awards consist of five categories:
- Best ITSM Process
- Best Power Automate Flow
- Best Custom Reporting
- Best Multi-Department Experience
- Best Tikit Virtual Agent Branding
For the Best ITSM Process, the winner is SERVEONE. SERVEONE is a
Korean-based global procurement solution expert that upgrades
procurement management and contributes to the sustainable
innovation of clients. For their submission, SERVEONE outlines how
when initially vetting ITSM solutions, it was critical to find a
solution that easy to implement and intuitive for their workforce
which consists of more than 1,200 employees across seven countries
and eight corporate entities. As a result of Tikit's
implementation, SERVEONE has been able to achieve an ITSM process
which has centralized their service desk needs while simultaneously
allowing them to harness data to optimize their workflows and
introduce much needed optimization with such a lean IT team
servicing so many end users. Specifically, they have been able to
improve productivity by more than 30%.
"For years, I had wanted to identify areas for improvement based
on internal feedback and reports from IT service requests across
the company, while still maintaining productivity with our
understaffed IT team. Using just email and Teams had its
limitations, so I knew we needed a proper ITSM solution. However,
implementing an ITSM solution requires significant commitment and
change management from the top to the bottom of the organization,
which discouraged me and our IT staff for many years until we
finally incorporated Tikit as a key foundation in our digital
transformation journey for internal IT services. Winning this award
means we can receive more attention and recognition from our
management and employees regarding the importance of facilitating
Tikit. This will create a virtuous cycle for improving the
effectiveness of our business applications and increasing the
productivity of our IT staff," shared Tac-Seung Chung, IT Planning
in Platform Business at SERVEONE.
For Best Power Automate Flow, the winner is Southern Illinois University (SIU). SIU is a public
university located in southern Illinois, specifically in Carbondale, Il., USA. SIU was chartered in
1869. As of 2023, they had a total enrollment of 11,359 students
from all 50 USA states as well as more than 100 countries. For
their submission, SIU outlines their Power BI access request
process. They use an API call to add information input into a
Microsoft Form into an adaptive card that appears within the Custom
Form answers dropdown. As Microsoft Forms are used in many of their
processes, this was an essential piece of the puzzle for them.
Ultimately, the full process has yielded positive results across
the entire team noting it has helped the entire organization become
more productive.
"We pride ourselves in our efficient and innovative processes,
so it is a huge honor for both my team and I to be receiving this
award. Being recognized by the product I spend every day in, is
super rewarding, and it couldn't come from a better product team.
We have had nothing but good interactions with the Tikit team and
are so appreciative of all of the hard work that they have put into
this product, we especially love the way they accept feedback, make
quick changes and implement new features. I cannot thank you enough
for this recognition and can't wait to see what the future of Tikit
has in store for us here at Southern Illinois
University Carbondale," shared Alexis Stallman OBrien, Associate, Information
Technology Support, Information Technology at Southern Illinois University at Carbondale.
For Best Custom Reporting, the winner is 98 Ventures. 98
Ventures is a South Carolina,
USA-based executive management solutions company, servicing
companies across various industries including logistics,
fulfillment services and technology. For their submission, the 98
Ventures team shares how their journey with Tikit began with the
desire to bring IT support back in-house versus outsourcing to an
MSP. Upon implementation, they immediately recognized and addressed
the need to establish KPIs to bring visibility into the team's
work. Reports created by the team include open tickets, equipment
requests & returns, ticket source, ticket category, tickets by
type, ticket create and close dates, lifecycle status and more. To
further promote awareness across the organization, the 98 Ventures
team share their report dashboards on a mounted TV in the offices
where their team works, refreshed every five minutes.
"This is amazing! It was great collaborating with our in-house
analytics team to create our custom reports. These reports provide
our newly established IT team with the critical information
necessary to be efficient and successful. The reports they were
able to create are invaluable to a new team like ours. Our
analytics team members take great pride in what they do and Tikit
really provides a platform for them to shine," said Phil Jenkins, IT Manager at 98 Ventures.
For Best Multi-Department Experience, the winner is also 98
ventures. As existing champions of Tikit, the 98 Ventures team have
demonstrated an ongoing commitment to adoption of Tikit's
functionality. Their Multi-Department experience is no exception to
this commitment. For their submission, 98 Ventures outlines how
they scaled multi-department rollout across their organization over
time leading up to Tikit deployment to seven departments, with
eight and nine planned in the near future. Ultimately, describing
their experience with Tikit and providing a "one stop shop" for
their IT support needs.
"Winning the Best Multi-Department Experience award is a proud
moment for us. It validates our team's hard work in integrating
Tikit across various departments, creating an efficient and unified
support system. This recognition reinforces our goal of providing a
seamless and efficient 'one-stop shop' for support across all
departments in our organization," shared Hailey Keel, BI Automation and Process Lead at
98 Ventures.
Additionally, for Best Tikit Virtual Agent Branding, the winner
is 98 Ventures. The Tikit Virtual Agent works exclusively for the
end users in an organization to submit service requests, report
incidents and self-service using the AI-powered service catalog.
With an intuitive interface using natural language processing,
Tikit Virtual Agent elevates the end user experience and increases
engagement by empowering users to self-serve with AI-powered ticket
deflection. For their submission, 98 Ventures was a clear champion
of Tikit Virtual Agent having not only custom branded it, but
having done it twice. With custom colors, graphics, name,
description and overall esthetic to align with their organizational
goals, 98 Ventures embodies the customization intended with Tikit
Virtual Agent.
"The past year or so of using and working with the team at Tikit
has been incredible. The team is always working on an exciting new
feature and getting feedback from their clients, and it's almost as
if they've been one or two steps ahead of our needs the entire
way," shared Josh Mingus, Director
of Information Systems at 98 Ventures. Adding, "When Tikit
announced this competition, I thought we had a good chance to win
something based on the time, thought and effort our team has
put into these solutions as well the feedback and input we've
received from the team at Tikit. Never did I think we'd bring home
THREE of the possible five awards. Winning the best Tikit Virtual
Agent branding award is especially exciting, as our branding has
evolved with our use of the platform. This has not only allowed us
to keep our users engaged and excited but has also helped us to
share our vision of how Tikit helps further our mission and core
values. We're grateful to the team at Tikit for giving us the
opportunity to be a part of these awards and are excited to see
what the future holds for this platform and our organization."
The Tikit Team extends their deep appreciation to all the
organizations who took the time to submit to the Tikit ITSM
Awards.
"The opportunity to learn about the innovative ways our
customers are leveraging Tikit for their ITSM needs has been truly
inspiring. At Tikit, we are passionate about driving innovation
within the ITSM community, and we are honored to have such a
dedicated and engaged customer base," said Paul Sutton, co-founder of Tikit by Cireson.
"Our commitment to listening to direct customer feedback is the
cornerstone of our development process. Partnering with outstanding
organizations allows us to continuously enhance our
Microsoft-aligned ITSM solutions, ultimately improving the employee
experience."
About Cireson
Cireson is a Microsoft Gold Certified partner focused on
creating software solutions that natively integrate with Microsoft
technology. With Cireson, you can choose to centralize your
business processes on-premise with their Microsoft System Center
Service Manager (SCSM) products or in the cloud with their
Cloud-based Microsoft 365 ITSM Solution, Tikit. As Microsoft
Service Management experts, Cireson technology is designed to
maximize the value of your existing Microsoft investments. For more
information, visit Cireson.com.
For More Information:
Visit Cireson's website
Visit Tikit by Cireson's website
Read the Tikit Blog
Follow Tikit on X @TeamTikit
Follow Tikit on LinkedIn
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