Marketing teams have the 4 Ps (product, price, place, and promotion). Sales teams have ABC (Always Be Closing). As far as frameworks go, there are a lot of great examples out there for how we can effectively do our jobs, create processes, and make decisions. But what about IT teams looking to optimize their services? Do any frameworks exist? One does, it’s called the triple-A framework—and it’s got nothing to do with batteries.

As a former ‘customer side’ telecom professional, I’m in the fortunate position of having regular and open discussions with CEOs and CIOs across the industry. We talk about the issues and challenges facing the telecom industry and the exciting opportunities for change and growth. Not surprisingly, a major topic among us in recent months has been the impact of the COVID-19 pandemic and the lessons learned from this period.

Knowledge management is a cornerstone of IT service management (ITSM). It provides technical guidance, steps to best troubleshoot issues, and in some cases an outlet to expand on tribal knowledge. Not only can knowledge content help drive self-service and employee empowerment, aiding in case deflection, but it can also serve as an extension of your organization’s culture.

Covid-19 has forced IT leaders across the world to rethink and strategize their plans and investments. Despite the economic downturn, surveys have indicated that digital transformation initiatives are still moving forward. Meanwhile ensuring infrastructure resilience and workforce productivity are primary challenges which IT leaders face to survive.

It’s an honor to be named a Leader in the 2020 Gartner Magic Quadrant for IT Vendor Risk Management Tools (ITVRM)! ServiceNow Vendor Risk Management delivers a fast, smart, and connected way to manage third-party risk and build supplier resilience. This recognition as a Leader in the 2020 ITVRM Magic Quadrant comes shortly after Gartner also named ServiceNow as a Leader in the 2020 Magic Quadrant for IT Risk Management and in the 2019 Magic Quadrant for Integrated Risk Management Solutions.

Gen Z's, who now represent a significant portion of the workforce, are bringing unique experiences and worldviews to the workplace. They're digitally native, socially conscious, and managed to survive a global pandemic and are starting their careers remotely. Snacks in the breakroom aren't their main concern. They're "conscious candidates," seeking passion and purpose to inspire their best work.

Imagine a scenario where your Network Monitoring team has a group of very talented, organized, and focused technicians. Close to half of them are engaged in monitoring the system almost throughout the day. They can take care of the issues and problems as soon as they arise, and you are never facing any downtime. This is an ideal case scenario, right?

You asked and we’re delivering! We’re introducing several new and exciting features to PagerDuty’s ServiceNow integration that you, our customers, have requested. Our most anticipated new feature utilizes ServiceNow CMDB (Configuration Management Database) data to easily build service hierarchies in PagerDuty through business service dependencies.

Governments around the world have long understood the advantages of digitising their services. It’s fair to say, however, that most public sector agencies are just beginning their digital journeys. Public agencies face unique challenges compared to the private sector. Notably, they serve citizens rather than customers. This simple difference means greater pressure to deliver digital services within strict budgetary limits while protecting data and complying with regulations.

We’re back with part three of our four-part series on cutting down IT costs during the asset life cycle. In the last blog, we discussed ways to save in the asset deployment stage. In this part, we’ll look at maintenance and support, and examine ways to save during this stage of the asset life cycle. When it comes to IT technicians, time is money. On any given day, an organization can have thousands of assets in play.