The service-level agreement (SLA) is a key component to any master service agreement (MSA) for any MSP looking to set clear guidelines with their customers on the services offering. Most of the MSAs I have reviewed outline exactly what the MSP is contractually obligated to provide the customer or business. The SLA is part of the contract where both the provider (you) and customer (them) agree on the IT services delivery model.

Business process automation could be a game-changer for the efficiency of your organization’s workflow. A recent report found that 43% of organizations say that they plan to reduce their workforce due to technology integration. More than 80% of organizational leaders report that they are speeding up work process automation and expanding their use of remote work.

Managing inventory is not as simple as it seems, especially when you have a huge office, multiple facilities, or multiple branches to control. Inventory management includes lots of factors that impact business and inventory is crucial for business and it can be a major part of your business, or it can be MRO (Maintenance repair operation).

Cybersecurity Awareness Month, now in its 18th year, is an opportunity to highlight the continually escalating conflict that is, for the most part, hidden from the public – unless it becomes media-worthy. Every day, those who are responsible for security (IT staff, threat and security analysts to CISOs) face new challenges. Digital transformation has accelerated at hyperspeed because organizations are focused on adjusting to COVID-19 disruptions.

Productivity is defined by measuring the amount of output over a given time frame. However, this discounts the quality of output, which is crucial in moving toward a more complete definition of productivity. Relating to services, increases in productivity generally highlight the amount of feature releases over time. This leaves out the critical measurement of quality compared to quantity. This is where a Service Catalog can greatly enhance true productivity within an engineering organization.

A broad enthusiasm for AI is already evidenced by the technology’s adoption within many organizations in 2021. In a recent multinational survey conducted by IDG, we found that more than one-quarter (27%) of the survey respondents have fully deployed AI-enabled ITSM/ITOM solutions, and another 34% have made initial deployments in select use cases and departments. At the same time, another 32% are exploring AI-based solutions or gathering information about them.

The COVID-19 pandemic brought connectivity to the forefront, as companies quickly shifted to remote working. As the new world of hybrid work emerges, connectivity continues to be at the center of conversations, putting pressure on telecommunications companies to deliver. At the same time, customers are demanding a better user experience with more consistent, high-quality service, shorter wait times, and personalized interactions.

It can be challenging to manage enterprise infrastructure across hybrid cloud and on-premises environments with accurate and timely tracking asset details — especially if you don't know what you have. The more systems deployed, the more visibility is necessary for your IT operations teams to meet critical business Service Level Agreements successfully.