What are 3 Types of SLA: Types, Service Levels Explained
Understand Service Level Agreements (SLAs): Explore types of SLAs between a service provider and a customer. Learn about service levels & service delivery.
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The latest News and Information on IT Service Management, Service Desk and related technologies.
Leadership lessons from former NASA astronaut Mike Massimino
What do spacewalks and IT leadership have in common? NASA astronaut Mike Massimino joins us to share lessons on resilience, high-performance teams, impostor syndrome, and leading under pressure—learned hundreds of miles above Earth.
Build a Unified Operational Ecosystem with ServiceNow and Coralogix
During high-priority incidents, SRE teams frequently lose critical time switching between monitoring platforms and ticketing systems. Context switching like this forces engineers to manually update incident states by copying and pasting data. The inevitable result is increased risk of information gaps and slower Mean Time to Recovery (MTTR).
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DEX: How Digital Experience Impacts Your Company's Profitability
When a CFO evaluates a technology investment, the natural focus is often on cost reduction. That's a valid perspective-and one that will always matter-but what if there were a smarter, more impactful way to improve EBITDA? In an exclusive interview, Leandro Silva, CEO of Almaden, argues that technology decisions shouldn't only address the bottom of the income statement. To truly drive business results, leaders must also look at the top-and the key lies in the Employee Digital Experience (DEX)
AlphaFold, Office Politics, and Mustafa Suleyman's Two Futures (w/Benedict Lelijveld)
In this episode, Benedict Lelijveld joins us to unpack what it feels like to start a career in an era shaped by COVID disruption, hybrid work, and accelerating AI. We dig into his writing on Mustafa Suleyman and the idea of “pessimism aversion”: holding genuine hope for breakthroughs (from personal AI to advances in biology) while staying clear-eyed about risks like misuse, weak regulation, and who really benefits. Benedict also reflects on what early-career professionals lose when work becomes too remote—and why protecting your voice, curiosity, and craft matters more than ever as automation spreads.
Enhancing IT service management with ManageEngine ServiceDesk Plus
In this video, Andreas Geltinger, IT service manager at IFCO, a leading global provider of reusable packaging solutions for fresh foods, explains how his organization modernized its IT service management by implementing ManageEngine ServiceDesk Plus Cloud Enterprise. Facing rapid growth and a legacy ticketing system that relied heavily on manual processes, the IT team required a scalable, cost-effective solution.
Trusted Ownership: How Ivanti Application Control scales beyond allowlisting
Application control is one of those security topics where many people carry old assumptions. Traditional allowlisting feels safe but quickly becomes a maintenance burden. Blocklisting feels reactive and incomplete. And while tools like Microsoft AppLocker led many to believe that strict allowlisting is the gold standard, modern attacks have proven otherwise. Attackers increasingly rely on legitimate, signed tools — used in the wrong context — to bypass list-based controls entirely.
Digital Employee Experience Is Now Core to IT - Recognized by Analysts, Reinforced by Customers
Over the past few years, Digital Employee Experience (DEX) has moved from emerging concept to essential capability for modern IT organizations. The conversation has changed. IT is no longer measured only by system uptime or ticket resolution. Today, success is defined by how technology actually performs for employees — and how consistently organizations can deliver productive, friction-free digital work.
Almaden Achieves SOC 2 Type II Compliance
At Almaden, our mission has always been simple: help organizations deliver exceptional digital employee experiences with confidence. Today, we’re proud to share a major milestone in that commitment. Almaden, Inc. has successfully achieved SOC 2 Type II compliance. This accomplishment reflects not just a security checkbox, but a rigorous independent validation of how we protect our customers’ data every single day.
How to Implement an AI Governance Framework Using Safe, Ethical and Reliable AI Guardrails
In my time at Ivanti, I've witnessed firsthand how AI acts as a force multiplier across enterprise organizations. When deployed strategically, AI accelerates decision-making and operational execution at scale in a way that teams simply can't sustain manually. However, without clear and enforceable AI guardrails, implementing AI opens organizations up to serious new risks.