Topic: itsm

A beginner’s guide to service operations

Historically, when an employee needed something from IT – say they can’t get in through their VPN service – they would either submit a ticket or pick up the phone, talk to an agent. On the other end, the agent would process the ticket, write down details about the issue, look up knowledge to see … continue reading

Pairing DevOps with ITSM

Bringing IT service management (ITSM) together with DevOps and Agile development approaches is a  smart way to innovate. While Agile can be vital to instituting a nimbler and more flexible ITSM function  or operational management style, DevOps helps you work toward your goals in the timeliest manner  across the entire ecosystem.   ITSM, when stoic and … continue reading

Transposit announces advanced ticketing capabilities to modernize ITSM

Connected workflow company Transposit announced Activities, which is a new feature that applies automation to ITSM processes. It provides a single source of truth across issues, incidents, and requests.  Every action taken by both human and machine throughout any activity within the Transposit Timeline is captured through auto-tickets.  Data and actionability are brought neatly together to … continue reading

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

Report: More than half of IT teams need improved technology to support remote work

A little more than half of IT teams need improved technology to support a remote workforce and learning environments, according to the new 2020 Pulse report. The areas that need more improvement include better end-user portals for managing inquiries, improved tools for managing remote teams, and increased insight to manage work and resource allocations. When … continue reading

Atlassian acquires asset management company Mindville

Atlassian has announced the acquisition of asset and configuration management company Mindville. Mindville Insight provides companies with full visibility into assets and services, which Atlassian believes is crucial to delivering good customer experiences and is a cornerstone of ITSM. Atlassian will use Mindville to bolster its ITSM capabilities. Mindville’s solution will allow Atlassian to combine … continue reading

SysAid unveils drag-and-drop process builder for IT admins

IT and enterprise service management solution provider SysAid has announced the release of Workflow Designer, a drag-and-drop process builder for building and modifying workflows. According to the company, process managers with no formal training, coding experience or technical expertise will be able to easily create workflows on the fly. This ability can help increase IT admin … continue reading

Is ITSM ready to manage the future’s AI infrastructure?

Artificial intelligence (AI) is maturing as a concept, and the excitement in the air is causing much anticipation of the potential fruit-bearing ahead. As conceived and hypothesized, the appeal of AI is complete automation of traditionally man-powered processes – all driven by patterns in data and machines’ “reaction” to it. Whether compete automation is achievable, … continue reading

Report: 94 percent of ITSM personnel aren’t fully integrated into DevOps

While the burgeoning of DevOps environments in enterprises has brought development teams together and sped up software delivery, only 6 percent of IT service management personnel state that they are fully involved in their company’s DevOps activities and ambitions, according to a survey by Sysaid. This number is down from the 13 percent who felt … continue reading

Cloud Security Scanner Command Center

ITOps Times news digest: Cloud Security Scanner in GKE and Compute Engine, ManageEngine’s Log360 update, and ITSM Academy’s new course

Google has announced the general availability of its Cloud Security Scanner in GKE and Compute Engine. The new service will provide insights into app vulnerabilities and allow organizations to take action before those vulnerabilities can be exploited. Potential use cases include notifying organizations of common external vulnerabilities in their application, alerting them of accessible GIT … continue reading

ServiceMax launches new solution that allows for remote triaging of issues

ITSM provider ServiceMax has announced a new solution that will cut down on unnecessary technician dispatches, often referred to as “truck rolls.” ServiceMax Remote Triage is a new module that uses machine learning to analyze data from multiple sources to identify service issues from a distance. According to ServiceMax, when technicians are dispatched to a … continue reading

Report: Over half of IT professionals feel their job is having a negative effect on their well-being

IT operations has a real people problem. A majority of the people working in IT roles are unhappy, in part due to their jobs, according to a survey from ITSM solutions provider SysAid. The survey, “The Future of ITSM 2019,” was based on responses from 339 IT professionals. The survey found that there was a … continue reading

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