Topic: it service management

premium The future of IT self-service: 5 ways to never take a help call again

In the long term, organizations expect as many as 41% of their employees to work remotely at least part of the time. A recent Gartner survey reinforces the need for IT to deliver a user experience (UX) that the autonomous, remote worker of the future finds productive, non-invasive and trouble-free. The best user experience is … continue reading

Atlassian targets major incident management with deal to acquire OpsGenie and Jira Ops launch

Atlassian is driving deeper into IT Service Management (ITSM) with a deal to acquire incident alerting tool supplier OpsGenie for $295 million and the launch of its new Jira Ops platform. The company announced the deal and Jira Ops yesterday at the Atlassian Summit Europe, taking place in Barcelona. Atlassian’s moves signal a focus on … continue reading

ITSM’s next wave: AI and machine learning

IT help desk technicians and administrators can’t move fast enough to keep up with the flood of tickets that are coming their way these days. The good news is that help is on the way. Thanks to advances in artificial intelligence (AI), machine learning and predictive analytics, the ability to automate the resolution of IT … continue reading

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