It is common for end-users of service providers or vendors to request services to assist them with the services or the products. It is a classic use case wherein service request management enters the picture. The Information Technology Infrastructure Library (ITIL) framework includes service request management as a critical component. In view of the same, we shall walk through the following topics in this blog to understand the fundamentals of service request management.

The year is over, and the word ‘Observability’ has been one of the buzzwords that kept everyone checking throughout the year for deserving reasons. The organizations do not want to leave any stone unturned to maintain performance and offer robust services from ‘monitoring’ practices to ‘observability’, ‘telemetry’, and visibility capacities. So let’s get into the meaning of each term and understand how they are vital for business growth.

ServiceOps is a new business technology strategy that combines IT service management (ITSM) with IT operations management (ITOM). ServiceOps is fundamentally about connecting people, processes, and technology that are dependent on one another to enable successful service delivery and make user experiences better with automation, collaboration, and visibility across traditionally fragmented departments.

Achieving business efficiency, enhancing productivity, and advancing IT operations were the key reasons enterprises opted for ITSM technologies in 2021. However, as IT teams become more dispersed and remote or, hybrid working becomes a norm, a single platform that efficiently and effectively fulfills users’ requirements has never been more crucial.

Gartner predicted, by 2020 90% of Artificial Intelligence (AI) and Machine Learning (ML) would have been deployed in enterprises through “AIOps” – a combination of machine learning and operations. An AIOps approach has the potential to reduce costs and risks by automating routine IT Operations tasks while returning more control over decisions to the organization.