Our client is one of the biggest oil and gas conglomerates in India, contributing to around 75% of Indian domestic production. They have been in business for over 60 years, currently employing around 30,000 people. With decades of growth, they have entered into different ancillary companies and expanded globally. The expansion has led to several offices, branches, desks, and teams spread across geographies.

Traditionally, IT service management was limited to legacy platforms and infrastructure. Due to a lack of process, interacting with IT teams was frustrating and difficult, resulting in the workforce becoming less engaged, and the gap between the IT team and business growing even further. Since IT service management was already a complicated task for most IT teams, COVID-19 only exacerbated the repercussions.

IT service management (ITSM) has evolved into a much broader discipline than just delivering IT services to the business. It’s grown beyond the IT department and become an integral part of how every employee in almost every business unit performs and completes tasks. In a recent webcast, SolarWinds Sr. Solutions Engineer Liz Beavers, ITSM experts Valence Howden and Julie Mohr, and HDI’s Group Principal Analyst Roy Atkinson paint a picture of what can be expected for the future of ITSM.

CareAR announces the availability of its ServiceNow integration, providing an innovative industry solution seamlessly extending enterprise-grade augmented reality (AR) visual support as part of a ServiceNow digital workflow experience.

We measure a lot of our ITSM success through increments of time. But mean time to resolution, time on page in the knowledgebase, and cases-per-hour aren’t just go-to metrics. They set the cultural expectations for our service teams – that improving service times, without sacrificing quality, is paramount.

Look around your desk, and you probably see a variety of tools that make you more productive — an ergonomic chair, a mug of coffee or tea, a notepad, or a charger. As individuals, we put great thought into making our personal space productive, a habit that many organizations have yet to fully replicate in their digital workspaces.

Chatbots are rising in popularity, both in consumer and enterprises circles, because they are quick, sometimes clever, and ultimately help workers and customers get answers to common questions without bogging down your service team. As part of our ITSM Professional package, ServiceNow’s Virtual Agent far exceeds some of the chatbots you may have used in your personal life for one simple reason – access to information.

Our CTO and Field CTOs spend a substantial amount of their time talking to customers, industry leaders and domain experts, gaining extraordinary insights and subject matter expertise on the most current and burning issues in IT Operations. Listening to them speak at events, webinars, prospect meetings and even as part of random watercooler chats, we always thought it was a shame we didn’t have a platform to share their wisdom on a broader scale.

How to allow customers to easily request data privacy under the California Consumer Privacy Act Julie, who recently took up baking cupcakes as a hobby, is furious—and not about her culinary skills. She hadn’t realized how much of her personal information the company from which she bought her supplies had harvested and sold, without her express permission.