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With up to 70% of incidents being resolved by 1st line and between 11-20% of incidents escalated to 2nd line, Ivanti Cloud is helping organizations to reduce the time for 1st line to resolve Incidents and reduce the number of escalations to 2nd line. All whilst preventing issues occurring altogether. Ivanti Cloud in harmony with Ivanti Service Manager ensures all issues, together with their resolution, are logged throughout. Here we will demonstrate how Ivanti Cloud is providing the benefits to IT Service Management.