The differences between a help desk and a service desk might have once seemed clear. But over the years, plenty of things have changed – especially with the arrival of new technologies that have impacted how users and customers receive support. Let's compare help desk vs. service desk models and examine how this ongoing evolution has played out. One area where the distinctions between a help desk and a service desk are apparent comes when discussing IT Service Management (ITSM) solutions.

A significant part of being on-call is the ability to respond to pages and handle escalations on the go. In the early stages of developing incident.io On-call, we considered whether a Minimum Viable Product (MVP) could rely solely on SMS and phone calls. However, we quickly realized that a fully featured mobile app was going to be essential to the on-call experience. This led us to the question: how should we build this mobile app?

Efficient monitoring tools are crucial for maintaining the performance, security, and reliability of your infrastructure. This comprehensive guide covers the top 10 best monitoring tools for IT infrastructure, offering insights into their features, benefits, and use cases. We'll also provide a monitoring tools list and examples to help you choose the best solutions for your needs.

With automation pervading the networking world in recent years, APIs have become standard for software and IT specialists. While the jury is out on the exact number of public APIs offered today, all estimates point to their massive (and ever-growing) popularity. Megaport is one of the many thousands of vendors that provides public API access to all our services, enabling our customers to automate and streamline their deployments.

Throughout the first half of 2024, Lightrun has focused on developing a range of solutions and improvements aimed at enhancing developer observability and live debugging. These advancements help organizations significantly reduce their MTTR for complex issues while boosting developer productivity. Read more below the main new features as well as the key product enhancements that were released in H1 of 2024!

Being a Managed Security Service Provider (MSSP) or delivering a Managed Detection and Response (MDR) service is hard. You’re doing the jobs that are so hard that large swaths of organizations turn to you to handle those complex jobs for them. MSSP/MDR tech stacks are dynamic and highly customized, allowing for competitive offerings at competitive prices.

Apache Spark, a framework for parallel distributed data processing, has become a popular choice for building streaming applications, data lake houses and big data extract-transform-load data processing (ETL). It is horizontally scalable, fault-tolerant, and performs well at high scale.

The move to software-defined wide area networks (SD-WAN) is happening rapidly, and on a large scale. However, many network operations teams are struggling to contend with the monitoring implications of these technologies. In this post, I’ll outline the visibility gaps posed by SD-WAN, and I’ll detail how DX NetOps by Broadcom addresses these gaps.

By running performance tests continuously and automatically, you can identify and correct performance regressions as they occur. One way to do this is by integrating performance testing into your development process. In this step-by-step post, we explore how to do just that, using Grafana k6 and GitHub Actions. k6 is an open source load testing tool to test the performance of APIs, microservices, and websites.

As technology evolves, so does the language we use to describe it. Not surprisingly, IT operations have evolved dramatically since 2016. Given these changes and enhancements in artificial intelligence, the industry is overdue for an updated definition of AIOps platforms. AIOps isn’t going away, but we are changing some ways we talk about it. In the Gartner Hype Cycle for ITSM, 2024, Gartner announced new phrasing to describe the technology used in event management.