Over the last two decades, we have seen companies move to the cloud in hordes and presently, the cloud is often the default option for almost all new enterprises. Only companies in a very narrow niche are sticking to on-premise solutions. And the trend is expected to continue. In 2021 alone, the end-user spending in cloud computing was around 482 bn USD.

IT Operations or ITOps have long been a key part of IT service management (ITSM) for organizations. It has played and continues to play an important role in maintaining organizations’ IT infrastructure up and running and making IT available to all employees. Unlike the service desk which directly communicates with the employees, the activities of ITOps rarely involve direct contact with the users they serve.

Hardware and asset management is not easy even in relatively small organizations with 20 or 30 employees. As the size of the organization increases, it becomes difficult to keep track of all the laptops, printers, and other hardware used by the employees. This is where a detailed hardware inventory of IT assets becomes useful. A hardware inventory can help you keep track of all devices and equipment owned or used by your organization.

The process of looking for a suitable software to work with doesn’t involve its functionalities and integrations alone. It’s not limited to your company and your own needs, either. Finding a tool that does everything you want is the ultimate goal, but if the layout is confusing or if the learning curve is too steep, the dream can rapidly become a nightmare. For that reason, besides features and needs, you should also focus on the laws of UX.

Just a couple of days after Google announced a high-risk zero-day vulnerability in Chrome, Apple disclosed two zero-day vulnerabilities affecting their operating system on both mobile and desktop devices. The company has already issued updates for its iOS and macOS users. The patched versions are as follows: As for the Apple zero-day exploits, they were reported anonymously.

It should come as no surprise that cloud-based ITSM solutions have become so popular. As we’ve explored in our comparative piece: they are easily deployable, they tend to be less costly as an upfront investment and they are highly customizable to fit different IT infrastructures and team functions when compared to their on-site equivalent.

Historically IT asset management (ITAM) is the practice that was forgotten about by IT service management (ITSM) practitioners because it wasn’t considered a “core” ITIL process. This changed with the publication of ITIL 4, and now ITAM sits firmly in the ITIL management practice section of the service value stream. Done well, ITAM can help organizations to manage, control and support their IT services.

If you’re an asset manager or an application administrator, you must have had - or are about to have - a lot of work since there’s a new Chrome zero-day vulnerability in the wild. Google issued an emergency security update due to the severity of exploit CVE-2022-1096. A few days later, Microsoft joined the recommendation, advising Chromium Edge users to update their browsers as well.

With the rapid digital transformation of enterprises, the role of robust IT service and ITSM in keeping businesses processes running smoothly is paramount. They’re necessary to keep the organization online and to make sure that digital processes create the best customer and employee experience. With more organizations going into completely remote or hybrid modes of work, the service desk has to adapt to provide robust IT to employees and empower them to carry out their jobs.

Though change is not a new concept in IT -- one might say it is intrinsic to the very nature of it -- the rate of change has accelerated dramatically over the last few years. We’ve recognized that people are everything and that we need to use technology to do more of the heavy lifting. This blog will look at how to automate customer service, streamlining IT support and improving your organization’s overall service delivery.