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.

Understanding the relationship between Service Management and Project Management is a topic of interest for many people because, at first glance, both techniques appear to be competing for the same workspace in many organizations. They are critical practices for every business to develop and prosper. So, although project management and service management may sound similar, there are several key distinctions between the two concepts.

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.