The digital experience has become a cornerstone of success for businesses across all industries. As organizations strive to meet the demands of an increasingly digital world, the role of IT Service Management (ITSM) has undergone a significant transformation. ITSM is no longer confined to traditional models of service delivery. This new freedom now plays a pivotal role in shaping and optimizing the digital experience for both internal and external stakeholders.  ..read more

In ITSM, downtime is not an option. End users need reliable solutions that work any time.  ..read more

In the realm of enterprise-level IT management, Microsoft System Center Configuration Manager (SCCM) formerly known as Systems Management Server (SMS), served as a cornerstone for IT administrators to manage a large number of technology devices efficiently. The two-decade reign of the program has ended. Microsoft made the strategic decision to transition away from SCCM, leaving many who relied on the technology wondering about the rationale behind this move and looking for alternative solutions. This blog post will explore what SCCM was, why it was phased out, and what alternative endpoint ma ..read more

ITSM is a strategic approach to designing, delivering, managing, and improving the way information technology (IT) is used within an organization. It relies heavily on processes to maintain the integrity of service management data. Another important term is Software normalization. This concept refers to the process of standardizing and harmonizing data across systems to reduce redundancy and improve data quality. Reconciliation goes a step further by aligning data from multiple sources, resolving discrepancies to create a single source of truth.   ..read more

As more sensitive data is stored and shared online, the risks associated with data breaches, hacking, and cyber-attacks grow exponentially. Developing robust cybersecurity measures is no longer a choice, but an absolute necessity for any entity that runs online. Whether private companies, government agencies, nonprofits, or other institutions, having comprehensive policies, controls, and procedures in place to secure IT systems and data is fundamental in today's digital landscape.  ..read more

The need for robust ITSM monitoring solutions has become increasingly apparent. Now, more than ever, organizations like yours are striving to deliver seamless digital experiences to their users. With it, Digital Experience Monitoring (DEM) has emerged as a critical component to the success of these much-needed monitoring solutions.   ..read more

Low-code solutions promise—and deliver—unprecedented speed in developing and deploying IT services, a dream come true for many organizations craving efficiency and agility. Yet, here lies a twist: speed, the very essence of low-code, often seems at odds with another critical IT cornerstone—security. In this blog, we'll dive into the dynamic world of low-code ITSM platforms, exploring how they revolutionize IT service management by enabling rapid application development, while also tackling the elephant in the room: maintaining robust security in the fast lane.   ..read more

AIOps ushers in a bright future for IT service management (ITSM) operations. It leverages artificial intelligence (AI), machine learning (ML) techniques to automate and enhance various aspects of IT service delivery and management. AIOps platforms pack a big punch because they continuously monitor database performance metrics such as response time, throughput, and resource utilization—automatically flagging deviations from normal behavior. It’s disruptive.  ..read more

In IT service management (ITSM), downtime can translate into significant losses for the company, quickly resolving the root cause of incidents is critical for your business’ success. ITIL (Information Technology Infrastructure Library) Root Cause Analysis (RCA) is a systematic approach designed to uncover the underlying issues behind IT service disruptions. The frameworks, methodologies, principles, and techniques center on the premise that it’s more effective to solve for and systemically prevent issues (i.e., stop them from occurring again) rather than just putting each fire out.  ..read more

In 2021, 60,000 companies globally were negatively affected by the almost three months it took Microsoft to realize parts of their Exchange servers were compromised by zero-day vulnerabilities. The servers, Microsoft Exchange Server 2013, Microsoft Exchange Server 2016, and Microsoft Exchange Server 2019 were targeted by cyberattacks taking advantage of their vulnerabilities.   ..read more