Establishing a modern DEXOps center starts with smarter IT ticketing

The digital employee experience (DEX) is evolving toward leaner, smarter IT service — where issues are resolved proactively, often before users even notice them. As Nexthink chief product officer Samuele Gantner puts it, “2025 is going to be the year where many companies get serious on the zero tickets initiative.” This signals a pivotal shift: DEX is moving from a reactive trouble-ticket model to a modern DEXOps center focused on achieving a zero-ticket reality.

At the core of the challenge, manual ticketing delays IT response and degrades digital experiences. Repetitive tasks, manual triage, and competing demands all bog down IT service teams, making it harder to deliver seamless, high-quality support.

From manual ticketing and alert fatigue to scalable and efficient resolution

Connecting your DEX tool with your IT service management (ITSM) system lays the foundation for zero-ticket organizations and unlocks benefits, including:

• Streamlined incident response workflows with targeted, proactive interventions.
• Minimized human error by automating key steps in ticket categorization, prioritization, and escalation.
• Scaled and efficient IT services that handle growing ticket volumes without adding extra headcount.

SHI helps you realize your DEXOps dreams by integrating your trouble ticketing system with your DEX environment — enabling smarter IT ticketing and more efficient resolution.

SHI’s proven process for scalable, proactive IT support

1. Analyze ITSM data to uncover recurring, high-impact incidents.
2. Collaborate with you to prioritize automation targets based on frequency, severity, and risk.
3. Configure ITSM integration by setting access roles, mapping fields, and linking systems with your DEX environment.
4. Define alert thresholds aligned with your organization’s risk tolerance and escalation policies.
5. Test and validate ticket automation to ensure reliability before full deployment.
6. Review and refine automation based on ticket outcomes, expanding to lower-priority incidents, as needed.

Want to learn more? Read our solution brief to discover how SHI’s smarter ticketing DEX services can fundamentally change your service team’s operations. Then, contact your SHI account executive or connect with one of our experts.