The ITIL definition of an incident is “an unplanned interruption to or a quality reduction of an IT service”. In your IT ecosystem, an incident may be caused due to a malfunctioning asset, or a network failure. Common incidents include issues with the printer, Wi-Fi connectivity, application locks, email service, laptop, file sharing, unresponsive servers, or even authentication errors.
Behind the scenes, nearly every major web service has an API—an “Application Programming Interface”. APIs are bits of code that allow applications to pass data/information back and forth using a system of requests and responses. From booking your flight ticket to checking the weather forecast on your phone, APIs are everywhere.
The ITIL definition of an incident is “an unplanned interruption to or a reduction in quality of an IT Service or unavailability of the service”. An incident could be caused by an asset that is not functioning properly or a network failure, or a human error.
What is problem management? In ITSM terms, an incident is a single unplanned interruption or reduction of the quality of an IT service. A problem, on the other hand, is a larger issue. ITIL™ defines a problem as “a cause or potential cause of one or more incidents.” Problem management entails the set of processes and activities responsible for managing the lifecycle of all problems that could happen in an IT service.
The not-so-secret ingredient to attracting and retaining employees is a good digital employee experience. But if you think a good digital employee experience can be achieved by implementing some shiny new tools, think again! To achieve the strong competitive advantage that a satisfying and productive employee experience can provide, organizations have to strike the right balance of technology, organizational structure, and culture.
The recipe for a delightful employee experience is all about adding heaps and heaps of delightful service desk experiences. Think about it, what good is a service desk if it doesn’t solve your employees’ day-to-day tech issues? According to Forrester’s The State Of The Service Desk, 2022 report, only 66% of employees contact their service desk more than once a year.
Self-service is a process by which end-users can find solutions and access resources independently. It was not so long ago that employees had to either write an email or approach a service representative in person to request a product or service or get an issue resolved. However, the modern workplace has evolved in such a way that self-service is key. One of the primary reasons is that offices are not just restricted to physical spaces anymore.
If your organization is looking to improve its IT service management (ITSM) and/or IT Operations Management (ITOM) capabilities, then it’s probably considering Artificial Intelligence for IT Operations, which is commonly called “AIOps.” But what is AIOps, and how will it help your IT organization’s IT management capabilities and, ultimately, business operations and outcomes? Let’s start with an AIOps definition.
As explained in the earlier “What’s ITOM?” blog, there are various definitions of IT Operations Management (ITOM). This variation has a knock-on for everything related to ITOM, including the relationship between ITOM and DevOps. This issue is further complicated when people and organizations have different views of what DevOps is and isn’t. Hence, we must start with a single definition for ITOM and DevOps.
This is an increasingly popular question for IT professionals. In part, this is driven by the need for organizations to use IT Operations Management (ITOM) in conjunction with more traditional IT service management (ITSM) because of the ever-increasing reliance on technology to enable business operations and outcomes. To help with your understanding, this blog explains what ITOM is, why it is needed, and what it entails.
