ITIL (Information Technology Infrastructure Library) is an industry standard for IT service management, and it has become the go-to framework for organizations that need to manage their IT services. One of the critical components of ITIL is the Service Knowledge Management System (SKMS). An SKMS is a comprehensive repository of all the information related to IT services, including processes, procedures, and best practices.

With the increasing computing requirements and complexity of data center systems, unplanned downtime has become a severe threat to enterprises in terms of process violations, revenue losses, and reputational issues. Although data center failures are quite common, it can be difficult to predict every scenario that might have a severe impact on the expansion of your company. Especially when some factors, like a natural disaster, can simply be beyond your control and result in data center outages.

It is impossible to allow communication between computer systems, servers, routers, switches, and other network-enabled devices without following a set of protocols. Without protocols, devices would be unable to understand the electronic signals sent between them via network connections. Every day, billions of individuals utilize network protocols, whether they are aware of it or not. Each time you connect to the internet or make a phone call, you are using network protocols.

A self-service portal is a digital platform, accessible through a website or application, that allows individuals to access information, find solutions to problems, and receive assistance without needing to communicate with support, IT, or HR representatives. This type of portal is commonly used to serve customers but can also be utilized by internal employees within a company or organization.

Customer service is an integral part of running any business. Every customer is deserving of excellent service and attention. When you instil this attitude in your employees and leadership, great things can happen. Staff will feel empowered to make decisions with a conscience, and they will learn how to serve their customers’ best interests. The company needs to give them significant ownership, empower them with a voice at the executive level, and let their efforts enhance the customer experience.

What do customers really want? This is the question that all businesses, big or small, must answer. After all, without customers, there would be no business. Understanding what drives customer behavior and how to give them the best possible experience is essential. This article will explore the top customer service statistics for 2022. Understanding these trends allows you to adapt your customer service strategy accordingly and give your customers what they want.

When you buy a service, it’s crucial to be able to access it any time of day or night. In the world of enterprise IT, however, you can’t always guarantee these levels of quality. Organizations have to evaluate the service levels necessary for running their business smoothly. And when there are IT outages, they know what will work best for them without much disruption.

Most enterprises have a lot of equipment and assets that require routine maintenance, if it is done over time, asset performance starts to decline, and asset breakdown risks rise. The work order process is necessary for maintenance since accurate tracking of the work is very important. It takes a lot of work to process, prioritize, and keep track of incoming work orders, especially from various channels, including emails, meetings, messages, phone calls, and more.

When you think about improving visibility into your IT environment, monitoring applications and the other infrastructure that hosts them might be the first thing that may come to your mind. Although infrastructure and application monitoring are two important components of an overall monitoring strategy, an equally vital part – and one that is easier to overlook – is network monitoring. If your network fails or underperforms, your applications will also experience problems.