The document presents SHI’s Smarter IT Ticketing solution, which integrates digital employee experience (DEX) tools with IT service management (ITSM) systems to automate issue resolution and reduce manual workload. It replaces reactive processes with proactive automation that identifies recurring issues, standardizes workflows, and resolves incidents before users are impacted. Using a six-step model—discovery, prioritization, integration, alert setup, automation, and review—SHI builds scalable, compliant solutions compatible with platforms like ServiceNow, Jira, and BMC. The approach improves IT responsiveness, minimizes human error, enhances user satisfaction, and sets the foundation for zero-ticket operations.

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