Operations | Monitoring | ITSM | DevOps | Cloud

A service desk is the nerve center for all activities related to IT service delivery. It’s at the forefront of all interactions an organization has with its requesters. Implementing a service desk involves processes, workflows, and domain knowledge. That’s why most people stick to a framework when setting up a service desk. Learn more about the most popular ITSM framework. A service desk comes with numerous challenges that can be overcome if you are aware of the best practices.

At FOSDEM 2020, Grafana Labs software engineers Tom Braack and Malcolm Holmes explained how and why the team developed Tanka, a scalable Jsonnet-based tool for deploying and managing Kubernetes infrastructure. They also shared how Grafana Labs leverages the project to manage and monitor its own infrastructure as well as showcased how Tanka makes deploying a Grafana instance faster and more efficient.

Norwegian leader in fleet management, equipment and vehicle tracking, ABAX is one of Europe’s fastest-growing technology businesses. The company provides sophisticated fleet tracking, electronic mileage logs and equipment and vehicle control systems to more than 26,500 customers. ABAX manages over 250,000 active subscriptions that connect a variety of vehicles and industrial equipment subscriptions.

Data pipelines provide the ability to operate on streams of real-time data and process large data volumes. Monitoring data pipelines can present a challenge because many of the important metrics are unique. For example, with data pipelines, you need to understand the throughput of the pipeline, how long it takes data to flow through it and whether your data pipeline is resource-constrained.

Routine manual tasks consume IT and service desk resources and limit your team members’ ability to move ahead with higher-impact strategic projects. Every minute saved is 60 seconds freed to reassign people to innovation, strategic projects, and critical business challenges. Automation streamlines the management of complex hybrid environments by automating infrastructure, cloud, and workspace- automation processes required to support the business.

Earlier this year, I predicted that Artificial intelligence (AI) would move from innovation labs to mainstream workflow projects this year. In IT organizations, I believe service management teams will lead this trend. Here’s why.