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The latest News and Information on IT Service Management, Service Desk and related technologies.

Understanding Modern Device Management and Mobile Threat Defense

The focus is on modern Device Management (MDM) and Mobile Threat Defense (MTD) processes. It delves into device provisioning using zero-touch enrollment and various methods. The role of Apple Business Manager in configuring devices, applying security profiles, and installing applications is highlighted. The importance of a secure and highly available user experience, device monitoring, notifications, and support services is emphasized. The discussion also covers end-of-life scenarios and the role of Imperium and Ivanti in securing devices.

The Definitive Guide to ITSM Frameworks [+Free Downloadable Cheat Sheet]

If your organization is looking for guidance on IT Service Management (ITSM), there are many possible sources of help. Though some approaches are more popular than others, several ITSM frameworks can be useful to organizations. These procedures can be used alone or blended, so your organization can take what it needs from one or all of these ITSM best practice guidance bodies.

Dear ITSM - We need to talk...

Dear IT Service Management, After ten years of working in different areas of tech, I've seen a lot of things, from cybersecurity to DevOps to ITSM. I've discovered that no matter what industry you're in, they all have one thing in common: they're overcomplicated to bits (ha, pun intended. Get it? Bits... tech...). ITSM is no exception. When talking to customers and industry experts, the pain points experienced are essentially the same.

Top 10 Change Management Tools

Changes to software are inevitable and fundamental part of growth for any organization, however, change is often not straightforward. It can affect numerous aspects of a company and requires collaboration among all stakeholders. This is where change management tools come in to assist you with this. There’s currently a wide range of change management tools available, each providing benefits to specific scenarios and weaknesses to others.

The Unsolved Challenges of LLMs in Open-Ended Web Tasks: A Case Study on the Future of Work

Welcome to the AI research bites. This series of short and informative talks showcases cutting-edge research work from ServiceNow AI Research team. The AI Research Bites are open to all, especially those interested in keeping up with the fast-paced AI research community.

Unifying Lines of Business with Ivanti: Mark Temple from Univ. Of Glasgow

The University of Glasgow’s Mark Temple joins us at ISS 2024 to recap his session on unifying lines of business using Ivanti. Mark explains how having one common platform provides a central repository of service and information, as well as a powerful hub for time-saving automation. Ivanti finds, heals, and protects every device, everywhere – automatically. Whether your team is down the hall or spread around the globe, Ivanti makes it easy and secure for them to do what they do best.

To fix customer service in Australia, put AI to work for employees

Australian business leaders can’t seem to crack the customer experience (CX) code. According to the ServiceNow Customer Experience Intelligence Report, customer service has gotten increasingly worse over the past three years. Australians are waiting longer than ever—spending a combined 107 million hours on hold, 11% more than the previous year.

Insights From SolarWinds Day: A Trusted Vision for Government IT

Innovative cybersecurity measures play a crucial role in safeguarding digital assets and critical infrastructure in an increasingly interconnected world. At SolarWinds, we’re passionate about understanding evolving cyber risks and committed to the public-private partnerships needed to combat threats.