ITAM and ITSM are two of the most ubiquitous terms used in the ITOps domain. However, the use cases and working methodologies are completely different. These are two ways to manage the IT operations of an organization, focusing on two distinct aspects: One focuses on managing all hardware and software assets, and the other, delivering IT services most efficiently.

Artificial intelligence (AI) was highlighted as a key IT service management (ITSM) trend in 2021. IT organizations are beginning to employ various AI and machine learning techniques to enhance and improve IT service management processes. Because of the abundance of data generated by ITSM systems, applying machine learning to ITSM processes makes a lot of sense as it can provide IT professionals with a deeper understanding of their infrastructure and procedures.

GITEX GLOBAL 2021 has come to an End! A big thanks to our partners and visitors for taking the time to come & meet us. Being the biggest trade show in the region, GITEX gave us the right platform to unveil our latest AI-powered offerings, AIOps and ServiceOps, which we are positioning as a unified solution to meet the challenges faced by enterprises due to the rapid modernization of their businesses.

Change agents oversee implementation of changes in an organization. They are the ones who make sure that the new strategy is being followed by everyone as they have the power to bring about change in an organization. A successful change agent should have the following skills: knowledge, leadership skills, understanding of factors that are involved in bringing about change, and knowledge of different forms of change management.

A service desk is the focal point of an IT organization to render services, and the quality of its services determines the perception of being a valuable part of the organization. The ongoing transition of businesses to adopt cloud infrastructure has forced IT organizations to modernize their service desks, which include vendors adopting cloud capability and smart automation powered by AI.

Patch compliance indicates the number of compliant devices in your network. This means the number of computers that have been patched or remediated against security threats effectively. The distribution and deployment of patches accomplish nothing if your devices are not compliant. So to establish a good patch management strategy, it is important to pay attention to the effectiveness and reach of your patch deployment activities.

IT Service Management (ITSM) is the essence of IT service delivery in an organization. However, ITSM cannot properly contribute value if the people, processes, and technology in place are not optimized. This is where ITSM automation can help streamline operations to generate optimum efficiency. But, you may ask, what is ITSM automation exactly and what kind of benefits can it reap for your business? Let’s find out!

With organizations relying increasingly on software applications that they use, it is critical to understand what software applications you have, who are making use of them, how are they supported, and what is the cost associated with them. Software asset management (SAM) practices that are well-developed and well-understood are the key to maximizing the value from your software assets.

Change is inevitable but never easy especially in IT. IT professionals can relate to this statement. When it comes to ITSM, solid change management is a sign of maturity. Why is that? Among the ITIL processes, change management is the most difficult to get right, because it requires the right mix of process, people, and technology. There’s a lot of grey areas when it comes to implementing change management.

Organizations with established ITSM strategy already know how ITSM can transform the IT department from a cost-center to a value-generating driver to offer real business value. As teams modify their service operations to meet increasing needs, IT departments are under more pressure than ever to swiftly execute changes without putting their service levels at risk. This is where organizations can leverage project management best practices along with ITSM best practices to introduce new services.