According to a study, an average organization logs about 1200 IT Incidents per month out of which 5 will be critical. Given the increase in complexity of digital infrastructure, an incident is likely to impact multiple resources and services generating a ton of alerts. The mean time to repair for critical incidents is 5.81 hours, which reduces if there are fewer incidents to manage in the first place.

Technology is now everywhere. All enterprises have to step up and be tech-savvy not merely for a competitive edge, but as a mandate to be a part of the digital-first league, the majority today. As a result, IT infrastructure has become one of the fundamental building blocks of all enterprises to enable a modern, 21st-century experience that is “Always on”.

With advances in AI, the obvious discussion arises, how to make work-life easier? How to minimize time spent on mundane tasks? How to save time and money while ensuring that your IT team is functioning as efficiently as possible? Now enter… the chatbot. The virtual assistant or the chatbot is a significant AI-powered development with various use cases. It is an integral part of self-service today. In fact, you can even say that the chatbot has re-defined self-service.

Combining the forces of ITSM and ITOM is one of the best decisions IT organizations can make to deliver on the promise of keeping the business always on. Think of it this way, can a motorcycle run its course without being subject to proper care and maintenance? A motorcycle helps you get from point A to point B, but to keep doing that, you need to maintain it in good condition and good health.

Gone are the days when AIOps was merely used as a buzzword to draw attention to the growing popularity of AI in IT service management. Today, factors such as the never-ending COVID 19 pandemic and the great resignation have pushed AIOps to emerge as a vital instrument for enterprises looking for ways to optimize their digital operations.

A year ago, we launched the Orchestration center capability in Freshservice. At that time, little did we know that it would turn into a vital driver of customer delight with over 40 apps in just one year! With new third-party applications joining the Apps Marketplace almost every month, we are set to address an expanding range of business needs with an extensible solution that perfectly integrates with the organization’s ecosystem.