IT Service Management (ITSM) Archive

17 Sep 26

How to Manage and Meet SLAs in the Service Desk Using SysAid

Ensuring compliance with Service Level Agreements (SLAs) is one of the greatest responsibilities of any IT support team. However, when deadline management depends on the manual control of technicians, prioritization failures, forgotten tickets, and critical incidents outside the stipulated deadline are inevitable.

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17 Sep 26

How to Create an Intelligent Self-Service Portal with SysAid

Implementing an intelligent self-service portal in SysAid has become the most effective strategy for IT teams seeking to eliminate the constant flow of repetitive requests. Password reset requests, network folder access, or basic operational queries consume valuable technician hours, diverting the team's time…

10 July 26

Multi-tenancy: How Business Groups Manage Multiple Brands in the Same HaloITSM

For holding companies, multinationals, and business groups that grow through mergers and acquisitions, IT management faces a critical challenge: how to centralize support operations without destroying the identity and autonomy of each brand within the group? For a long time, the solution lay in two equally viable paths…

25 Feb 26

Freddy AI Agent: The Autonomous Support Revolution

If you've managed a support team in the last five years, you know the nightmare of "dumb" chatbots. Those rigid flowcharts that, at the slightest deviation from the script, would respond with a frustrating "Sorry, I didn't understand," forcing the customer to shout "Talk to a human!". It's 2026, and with AI agents like…

18 Feb 26

The role of SysAid in retail: fewer queues, more sales

In the retail sector, technology is the invisible support for every sale. When a payment terminal fails or the billing system slows down, the impact is immediate: queues grow, the store team becomes frustrated, and the customer ends up abandoning the purchase. In these scenarios, the…

12 Feb 26

Strategic guide to digital transformation for companies in 2026

The expression "digital transformation" has undergone a radical semantic evolution in the last decade. While a few years ago it simply meant digitizing paper and creating a website, in 2026 it represents the complete re-engineering of business processes through automation and artificial intelligence. At Priceless Consulting, we understand that digital transformation is a…

21 Jan 26

How to prepare Freshservice for new employee onboarding

Onboarding new employees is a critical moment for any organization. Unclear processes, scattered requests, or delays in access and equipment create frustration right from the first few days. With Freshworks' Freshservice software, new employee onboarding is processed simply and centrally, ensuring a smoother integration…

19 Jan 26

Automations in Freshworks: where they make the most difference

As teams grow and orders increase, operational complexity becomes inevitable. It is in this context that automation at Freshworks becomes relevant. Not as a technical extra, but as a structural element to maintain efficiency. When well thought out, this automation is not limited to a single product…

20 Oct 25

Intelligent Automation in ITSM: The Role of SysAid Copilot in Reducing Repetitive Tasks

In recent years, IT teams have felt increasing pressure to deliver more with less. User expectations have risen, systems have become more complex, and incidents are multiplying at a difficult-to-keep-up rate. Amidst this scenario, intelligent automation of modules like SysAid Copilot emerges…

23 Sep 25

Tickets out of control? Strategies to streamline management with a ticketing system.

Imagine an IT team on a Monday. The day begins with dozens of tickets piling up, some urgent, others routine. The feeling? Complete chaos. Scrambled priorities, dissatisfied customers, and stressed employees. Unfortunately, this is the reality for many companies that haven't yet implemented an efficient ticket management system.