From a customer’s standpoint, it is always agonizing to wait for the resolution of a complaint about the product or service we have bought from a company. None of us would want to hear, “We have escalated your concern to our seniors; your patience is highly appreciated.” Let us switch to the other side of the table. Most organizations rely on a tiered approach to resolve an issue from a support perspective.
The business sector has advanced technologically and made great leaps toward modernization throughout the years, resulting in some substantial workplace changes. To promote an employee-friendly workplace, traditional techniques of operations need to be abandoned in favor of more modern approaches that are more appropriate in today’s reality.
Almost every organization is moving towards or planning to move towards digital transformation and IT is a significant part of it. The pandemic has made digital transformation a necessity to achieve maximum customer and employee engagement and satisfaction, bridge cultural and talent gaps, and promote IT as a valuable business process.
Organizations are increasingly reliant on their internal IT teams to supply business-critical services and operations in today’s business climate. As IT activities become more integrated into business operations, more and more IT departments are opting to implement service management best practices, to meet the evolving requirements of the businesses. But what is service management? Let’s look!
A lot of things have changed in recent years. From the way of working to executing IT operations, the business strategies have changed overnight with arising advances like Machine Learning, Automation, and Artificial intelligence. The technologies have changed present-day applications and IT operations, and with AI and ML on board, IT industries operate more perplexing undertakings and resolve issues across complex infrastructures.
Gartner introduced the word ‘AIOps’ back in 2017, and ever since, the enterprises have been adapting to the various strategies to streamline their IT operations. AIOps is a successful venture because it meets the challenges and tackles the amount of data created in the tech infrastructures amid complex architectures.
It is common for end-users of service providers or vendors to request services to assist them with the services or the products. It is a classic use case wherein service request management enters the picture. The Information Technology Infrastructure Library (ITIL) framework includes service request management as a critical component. In view of the same, we shall walk through the following topics in this blog to understand the fundamentals of service request management.
The year is over, and the word ‘Observability’ has been one of the buzzwords that kept everyone checking throughout the year for deserving reasons. The organizations do not want to leave any stone unturned to maintain performance and offer robust services from ‘monitoring’ practices to ‘observability’, ‘telemetry’, and visibility capacities. So let’s get into the meaning of each term and understand how they are vital for business growth.
ServiceOps is a new business technology strategy that combines IT service management (ITSM) with IT operations management (ITOM). ServiceOps is fundamentally about connecting people, processes, and technology that are dependent on one another to enable successful service delivery and make user experiences better with automation, collaboration, and visibility across traditionally fragmented departments.
Achieving business efficiency, enhancing productivity, and advancing IT operations were the key reasons enterprises opted for ITSM technologies in 2021. However, as IT teams become more dispersed and remote or, hybrid working becomes a norm, a single platform that efficiently and effectively fulfills users’ requirements has never been more crucial.
