The latest News and Information on IT Service Management, Service Desk and related technologies.
Settling into any new job can be exhausting. New faces, new desk, new computer, new kitchen (and new kitchen rules), new… everything. On top of that, there are forms to fill in and return to multiple onboarding stakeholders, passwords to create, HR policies to read.
I have two big dogs that have gotten used to having me home. Sometimes they even block the exit from my home office! And, from what I’ve seen on social media over the past week, not only are lots of dogs happy to hang out on video calls, but plenty of cats are more than willing to warm up their humans’ keyboards. But what about the human element? How are we all doing in these times of uncertainty, and how can we be sure to care for ourselves, our families, and our communities?
The topic of workforce skills is much talked about, with a number of global organisations, including UNESCO, pointing to the fact that digital skills are becoming a critical requirement for employment. However, the skills gap is continuing to widen. The workforce of today has been educated for the jobs of yesterday, not tomorrow. This issue is particularly pressing in the technology sector, with many companies also struggling to bring a balance in diversity.
AI Ops is about enabling developers, program managers, service engineers, website reliability engineers etc. to efficiently build as well as run online services or applications at scale with AI & ML techniques. AI Ops is expected to help improve service quality. customer satisfaction, enhance technology productivity, and reduce cost. With hype all around the world regarding artificial intelligence, IT leaders are sceptical whether it will actually be useful to them or will it add to their costs.
In the past, IT asset management and IT service management processes have been separate disciplines with different objectives and goals. Given this reality, Ivanti recently surveyed over 1600 IT professionals to better understand the alignment of asset and service management processes. Some results weren’t surprising. Laptop and desktop computers are the most common managed assets, while niche industry-specific devices are the least managed. Our key finding, however, is clear.
With the current focus on social distancing and other health precautions, service management leaders are probably already thinking about short-term implications of these rapidly incoming changes. The large-scale increased use of remote work is one implication. This might be a new option or an immediate mandatory requirement for all employees. Regardless, many IT organizations may not be ready.
The 21st Century Integrated Digital Experience Act (IDEA) recently celebrated its one year anniversary. The goal of the legislation is to improve the way citizens interact with the federal government. The ability to provide a modern digital experience to citizens and employees is now a basic expectation for all federal chief information officers (CIOs). Today, trust in institutions is near historic lows, setting the stakes for successful digital transformations at an all-time high.
In a pandemic, it’s critical for government agencies and healthcare providers to mobilize quickly. Washington State is ground zero in the United States for COVID-19 where the first US deaths were reported in February 2019, according to the Centers for Disease Control. Since then the disease has spread to nearly every state in the country, and is now a global pandemic. Health officials have been working around the clock to contain the virus.
Today ServiceNow announced a customer care plan to support our public and private sector customers in managing the COVID-19 pandemic. As part of this effort, we’re announcing four new community apps to help our customers, including government agencies and enterprises, manage complex emergency response workflows. These apps are now available at servicenow.com/crisisresponse for customers to access free of charge through September 30, 2020.
