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.

Raise your hand if you enjoy being kicked out of the application you were working on for an unexpected security patch! No one? We can wait … Really, no one? Okay, we figured. And we’re not surprised. Jamie Whalen, host of the Everywhere Workplace Podcast, recently sat down with Steve Brasen, Research Director for Enterprise Management Associates, to talk about the perceived conflict between Digital Employee Experience (DEX) and security.

Whether you know it or not, it’s quite possible that your organization has an IT Service Management approach. After all, every business wants to have the right capabilities to deliver value to its customers. But is it too possible? What’s the state of ITSM process adoption? That’s what we’re about to find out! In H1 2022, AXELOS created an IT Service Management (ITSM) Benchmarking Report for its myAXELOS subscribers.

Implementing a new service desk, however beneficial it may be, is fraught with challenges. In fact, if you google “Reasons why ITSM implementations fail,” there’s no dearth of articles and peer-reviewed research papers. But the truth is that the process is easier than it looks like – if you have an ITSM implementation roadmap and this helpful ITSM implementation checklist we’re about to provide you with.

In today’s fiercely competitive world, all businesses strive to boost productivity while maintaining minimal overhead expenses and strong margins. In order to consciously, effectively, and affordably scale up and down with demand to supply the storage and processing capacity they need on a global scale, cloud architecture and Software-as-a-Service (SaaS) solutions have evolved.

DevOps and IT Operation teams employ the incident management process to respond to an unanticipated event or service outage and return the service to operational status. In the ITIL framework, it is a mechanism that links end-users and the IT department for more effective incident response. A robust incident management system in any company will allow the employee to raise a ticket detailing the issue he/she is facing.

Over the last few years, containers have been one of the hottest topics when it comes to radically changing the way we develop, operate, and maintain our applications. And it’s no coincidence the rise of containers has occurred right alongside the rise of the cloud and the DevOps movement. This shift in development and operations has brought new challenges as container technologies have evolved.

Mobile device management – it’s been part of your operational technology portfolio for a long time. You’ve been using it for years – or maybe decades – to stage device configurations, push software updates and more. You might be using our Ivanti Avalanche MDM solution to manage your rugged mobile deployments. The device, OS and app management capabilities remain at the center of your mobility management program, and that isn’t going to change.

When IT budgets are tight—and they almost always are—pressure comes down to cut costs, streamline technology stacks, and overall do more with less. And when a recession hits, you’re going to see your budget get slashed—unless you can transform your IT department from a cost center to a strategic partner in recession planning and cost efficiency.

If you're already versed in the changes to the traditional IT service management (ITSM) best practices that came with ITIL 4, you'll know that change management is now called change enablement, and there's minimal mention of the Change Advisory Board (CAB). But what does this mean for your IT organization? Do we still need the Change Advisory Board? Should we drop the CAB (if we had one)? Should we ignore ITIL 4's new change enablement guidance?