A broad enthusiasm for AI is already evidenced by the technology’s adoption within many organizations in 2021. In a recent multinational survey conducted by IDG, we found that more than one-quarter (27%) of the survey respondents have fully deployed AI-enabled ITSM/ITOM solutions, and another 34% have made initial deployments in select use cases and departments. At the same time, another 32% are exploring AI-based solutions or gathering information about them.

The COVID-19 pandemic brought connectivity to the forefront, as companies quickly shifted to remote working. As the new world of hybrid work emerges, connectivity continues to be at the center of conversations, putting pressure on telecommunications companies to deliver. At the same time, customers are demanding a better user experience with more consistent, high-quality service, shorter wait times, and personalized interactions.

It can be challenging to manage enterprise infrastructure across hybrid cloud and on-premises environments with accurate and timely tracking asset details — especially if you don't know what you have. The more systems deployed, the more visibility is necessary for your IT operations teams to meet critical business Service Level Agreements successfully.

We’ve known for some time that the demand for new graphics cards is far exceeding the supply. A combination of the pandemic, natural disasters and unprecedented consumer demand has led to a global chip shortage. The major names in the industry confirm that the supply problem may last in to 2023. At a time when many companies are having to shift more processing to the cloud to support remote workers – this supply problem could not have come at a worse time.

Digital operations management is about harnessing the power of data to act when it matters the most. It’s also about having the right processes and procedures to support teams when every second is critical. Maturing your digital operations takes time, iteration, and commitment. The change won’t happen overnight. But, if you put in the effort, you’ll reap outsized benefits. You’ll be able to learn from incidents and proactively improve your services over time.

The digital economy is placing new demands on businesses of all sizes for smarter services and the capability to work from anywhere. When we at Sify Technologies in India see a challenge like this, we say, “Bring it on,” and this is how we break down the barriers to innovation. Sify is India’s most comprehensive information and communications technology (ICT) solutions and services provider.

“Winning doesn’t always mean being first. Winning means you’re doing better than you’ve ever done before” – Bonnie Blair, five-time Olympic gold medalist. By that definition, Freshworks is a clear winner. Recording a personal best, Freshworks has been positioned on the Challengers quadrant in the 2021 Gartner Magic Quadrant for ITSM Tools.

Recently I was thinking about the topic “How do you improve the employee experience?” Many organisations drive this from an IT perspective with concepts like a Self-Service Portal, or Teams Channels, chatbots, even Social IT boards. These are all great ideas, but are they truly addressing employee experience? Let me elaborate on this concept.

Recently I got the chance to speak with Neil Keating, Co-Founder and Chief Experience Officer at Bright Horse, a full-service IT experience consulting and training company. Neil’s candor and deep knowledge about IT Operations and digital experience was obvious from the start. Find a brief clip of our conversation here and several helpful nuggets for IT leaders in the text below!

We all want fast access to the information we need, when we need it. With a few simple clicks, we expect our questions to be answered and our problems to be solved. We want to be empowered to solve problems on our own, intuitively, and without friction. We expect seamless, quick, and easy self-service. According to a Gartner® report, 85% of customer service interactions will start with self-service by 2022, up from 48% in 2019.1.

Now is truly the digital age. In a world where operations are increasingly powered by code, there’s enormous potential for changing the way people work. But you need to know how to code to create this change…right? Wrong. Using ServiceNow App Engine Studio, ServiceNow’s citizen developer program empowers anyone with little to no coding experience to innovate and create the apps they need, when they need them.

Change agents oversee implementation of changes in an organization. They are the ones who make sure that the new strategy is being followed by everyone as they have the power to bring about change in an organization. A successful change agent should have the following skills: knowledge, leadership skills, understanding of factors that are involved in bringing about change, and knowledge of different forms of change management.

Are you leveraging technical account management software to fast-track technical support requests and increase customer satisfaction? To retain customers, your team must focus on providing technical support and guidance to ensure customer success. Increasing customer retention rates by just 5% can increase profits by between 25% and 95%.

It all starts with asking yourself how you would rate the IT portal’s employee experience at your organization. Think about it. Do your employees love using your IT self-service portal? Or do they simply put up with it to get work done? In a recent webinar on IT self-service portals and their effect on employee engagement, 42% of organizations said their employees aren’t the biggest fans of their organization’s IT self-service portal but still use it.

I’m excited to announce that, for the second straight year, ServiceNow has been named a Leader in the Gartner Magic Quadrant for Enterprise Low-Code Application Platforms. We believe this is due to our ability to execute and our completeness of vision.

Customer expectations and competitive responses to trends evolve faster than the technology your enterprise relies on. That means your ability to adapt faster than the competition and satisfy customer demands is your edge in a competitive marketplace.

Software Asset Management (SAM) involves a complex set of challenges, requiring high levels of support and engagement blending the right mix of people, processes, and tools. In the face of this complexity, in organizations that lack the required sponsorship or dedicated SAM functions, managing software assets can disproportionately fall into the asset management tools themselves.

Every year during the holidays, our customer, a multinational professional services organization, has thousands of IT tickets built up due to employees on vacation. As the IT teams reached out and didn’t receive a response, their performance metrics ticked up, impacting their quarterly goals and customer satisfaction. In defense of these employees, we all know what it is like to come back to an overflowing inbox.

According to CEOs of Intel, IBM, Cisco & other major tech companies, the current semiconductor chip shortage will impact price and availability of IT hardware for the next 12 to 18 months. News coverage about the shortage reveals many factors impacting the production crunch, but there is one common underlying issue – many IT departments are updating their asset plans now based on unknown conditions (which I’ll make ‘known’ at the end of this article 😊).

Most people wouldn’t consider order management the most exciting part of business, but perhaps they should. For Deutsche Telekom, order management sits at the very heart of our business operations. It’s the activation point, the moment when things start to get real. Done badly, it can create disparate silos, inefficient orchestration, slow delivery times, high costs, and a poor customer experience. We don’t want that.

A popular saying says, “If it’s not broken, don’t fix it.” But at IT service company LG CNS in Korea, we saw an opportunity to elevate customer support even though our robust and effective service management solution had delighted customers for decades.

Ivanti Cloud Service Appliance (CSA) 4.6 is now available for customers to download. Like our previous CSA 4.5 release, this CSA 4.6 release addresses the situation where CentOS has announced an EOL (or change) to the CentOS 8 operating system that we are using. As a result of this, we have adjusted and built CSA 4.6 on CentOS 7, which should provide us with a stable OS platform into the future.

ServiceNow’s 6,900 customers have pretty big expectations of what ServiceNow needs to deliver to help them achieve their business goals—from more engaging employee experiences to boosted customer loyalty and increased agility, productivity, and efficiency. We aim to meet those expectations by practicing what we preach.

As some of you may already know, before joining Codefresh I was a Business Process Consultant (BPC) at ServiceNow for their DevOps application. So obviously on my to-do list from day 1 was to create an integration between Codefresh and ServiceNow. In case you’re not familiar with ServiceNow, they’re known for digitalizing enterprise processes and for their portfolio around IT Service Management. In their words, they “Make the world of work, work better for people”.

Here at Ivanti, we are excited about iOS 15 and iPadOS 15. I’m pleased to share that we offer zero-day compatibility and key feature support across the Ivanti product portfolio for the new features built into Apple’s updated OSs. iOS 15 and iPadOS 15 bring plenty of new things to see and experience with a combination of security, user experience, and performance.

ServiceNow is proud to be named a Leader, for the second consecutive year, in the Gartner 2021 Magic Quadrant for IT Risk Management (ITRM).1 We’re especially pleased that our ability to execute has been recognized with the highest rating of all vendors evaluated. Gartner also named ServiceNow a Leader in the August 2021 IT Vendor Risk Management Tools.

Have you considered leveraging cloud-based software solutions to improve your customer service management? Workflow automation software can elevate customer experiences by improving response times. If you’re looking for a way to streamline communication between all parties, you need a centralized hub for project implementation and delivery. 58% of American consumers are prepared to switch companies because of poor customer service.

During the pandemic, companies that weren’t digitally enabled had great difficulty dealing with the massive disruption that hit them overnight. For me, this reinforced the lesson that great customer experience goes beyond simply boosting engagement or providing multiple touch points. Instead, customer-centric companies outperform by realigning operations and processes for better customer outcomes.

Employees and customers want seamless experiences wherever work happens—in an office, a hospital, a manufacturing floor, at home, or on the go. To survive in the new world of hybrid work, companies must embrace digital platforms that empower their most important stakeholders. That’s why I’m thrilled to announce the Now Platform® Rome release, which is generally available to customers starting today.

Inefficient project management can cost organizations hundreds of billions of dollars per year. And while there are many factors that can contribute to loss of project budget, one of the main ways is very early on – by funding the wrong initiatives. Projects with low benefits and high risks are not only costly, but they can thwart innovation and progress on organizational goals.

The pandemic has accelerated the digital imperative across all industries. At ServiceNow, our purpose is to make the world of work, work better for people. That purpose has never been clearer as we help our customers solve some of the most pressing challenges of the 21st century—from talent shortages to continuing global vaccination efforts—and everything in between.

Based on a 1973 book by William Goldman, the film became a cult classic. A story of true love, giants, pirates and miracles – it is loved by IT geeks all around the world. So many memorable quotations, and so many references to use when selecting a new service desk. It would be rude not to quote some.

Government agencies and some regulated industries have adopted standards (such as NIST SP 800-157) for issuing smart cards, based on the user’s validated and confirmed identity. The smart cards have digital certificates such as an authentication certification, a signing certificate, and an encryption private key (certificate). Often the smart cards also act as human recognizable identity validation cards and contain the user’s picture (for a guard to validate at a door or gate).

Manufacturers were already reexamining how they use technology when COVID-19 hit and significantly accelerated that need. Some transformed and were able to pivot quickly, but others are still grappling with challenges in their supply chain and demand fluctuations. There will be more changes, including unexpected ones, and manufacturing operations must adapt quickly. Digital transformation has some real advantages in the industry.

The ultimate aim for all businesses is to deliver superlative customer service and earn goodwill in customer relationship management (CRM). And field service management is an extremely crucial part of CRM, and field service market is growing its demand from USD 3.0 billion in 2020 to USD 5.1 billion by 2025 (Markets and Markets). For many organizations across different industry verticals, field service plays a vital role in achieving customer satisfaction objectives and aids business expansion.

Founded in 1896, healthcare company Roche has innovation in its DNA. When you’re in the business of creating new medicine and diagnostic tests for millions of patients across the world, innovation can transform lives. My role is in our people and culture (P&C) team. For the past number of years, we’ve been looking for more agile, human-centric ways to improve collaboration and, ultimately, the patient and employee experience.

ManageEngine has been named a Niche Player in the 2021 Gartner® Magic Quadrant™ for IT Service Management Tools. This is the second consecutive year that ManageEngine has been positioned in the Magic Quadrant.

Within the initial blog in this series, we discussed ransomware attacks and their remediation on Android mobile devices. Part 2 addresses potential ransomware exploits and their remediation on iOS, iPadOS mobile devices and macOS desktops.

Mean time to innocence (MTTI) is a term used by IT teams to prove that their respective domain is not the source of a particular issue. In other words, it’s a fancy term to avoid blame when something goes wrong. Each team has its own domain-specific tools to prove the issue is not their fault. With respect to desktop virtualization, here are just some of the domains that are relevant when diagnosing issues.

5G technology promises user benefits that include faster network speeds, better remote access to networks, more seamless videoconferencing, and more robust network security. These are all necessities for the new world of work, and many are eager to embrace them. The technology also offers advantages to telecommunications companies: Despite those benefits, many telecom providers continue to struggle with legacy processes.

When using Microsoft 365 services the main benefit of having a monitoring tool that can assess performance quality and identify issues is that it sends alerts into a ticketing tool such as ServiceNow for example, to initiate the process of remediating the problem. When you don’t have a monitoring tool in place then support tickets aren’t automatically sent and users must identify issues and send in tickets manually with little to no information on where the problem came from.

We’re thrilled to be positioned as a Leader in the 2021 Gartner Magic Quadrant for ITSM (Information Technology Service Management) Tools. That’s eight years in a row that ServiceNow® ITSM has been positioned as a leader. You might wonder if, after all these years, the shine starts to wear off. In fact, we could not be more excited about this recognition. We’re happy to note that we’re positioned highest in both vision and the ability to execute.

Workflow process automation is critical to the efficiency of any business operation in 2021. If you’re not leveraging the power of workflow process automation to streamline your productivity and enhance customer experiences, you should start to explore system management software. These software solutions have the potential to transform your customer experiences. When you have efficiency at the core of business operations, this ultimately leads to faster customer support.

Should all incidents be treated the same? Seems like a simple question, but the answer can have big implications. Think about an employee who contacts the service desk, complaining they can’t log onto their email. If the issue is due to a ‘stale’ password, dropped connection or configuration issue after an update for the email server, then the impact on the organization can be quantified to the lost productivity for the impacted employee or employees.

We’re excited to announce the expansion of the ServiceNow Training and Certification portfolio with several new additions for application and citizen developers on the Now® Platform. Forrester predicts by the end of this year, 75% of development companies will use low-code platforms, which enable developers of all skill levels to quickly create apps.

An employee’s last day at work is almost as significant as their first one. It commemorates all the learnings, experiences, and memories they have gathered during their journey in a company. Imagine on a day like that, when you are full of nostalgia and maybe relief (wink wink), having an offboarding process that has you running around the office like Jerry can be such a mood kill.

It’s official! Gartner just published the latest Magic Quadrant for ITSM Tools and once again, we’re proud to have been named a Leader. This is no flash in the pan, but rather more validation for Ivanti’s completeness of vision and our ability to execute. At Ivanti, we’re committed to enabling the Everywhere Workplace so that teams around the globe can focus on what they do best.

We say it all the time: Behind every great experience is a great workflow. But what’s behind a great experience? If you ask ServiceNow’s User Experience (UX) team, it’s software that is user friendly, visually beautiful, empowering, and productivity-boosting; and that people connect with emotionally. That provides, from start to finish, and at every touch point along the way, a fantastic experience.

At its core, government should be human centered. To deliver the best experiences for people, agencies must put citizens and employees first. Unfortunately, it’s not uncommon for many public sector agencies to rely on legacy operating models to get work done. These models were not built with the user in mind, but rather the task at hand. Now, as governments tackle digital transformation, new opportunities arise to make service delivery and operations more human and more citizen-centric.

Bi-directional sync enables data to be sent to and from SCOM and your ITSM tools, in the following ways: a) OUTBOUND Notifications (PUSHES alerts from SCOM to another tool) b) INBOUND Notifications (PULLS updates on alerts into SCOM from another tool) This means you can choose which SCOM alerts to send across to your ITSM tools (Cherwell or ServiceNow), they are then raised as incidents, and then using bi-directional sync, info relating to the incidents is pulled back into SCOM (Incident ID, Configurat

Do you know how to enable successful project implementation? With the support of the right tools and resources, it’s never been easier to optimize your workflows around efficiency to deliver exceptional results for your customers. StartingPoint can help to solve disconnected workflow experiences to ensure project implementation and delivery is as smooth as possible. According to research from PWC, digital project management software increases performance.

A May 2021 executive order mandated that federal government agencies invest in both technology and personnel to centralize and streamline access to cybersecurity data, accelerate migration to secure cloud architectures, and advance toward a zero-trust architecture. A zero-trust architecture doesn’t refer to a predefined, out-of-the-box network security solution. It’s a strategy based on an agency’s cybersecurity plan that contains a collection of zero-trust concepts.

It is my honor to announce ServiceNow has been named a Leader in the 2021 Gartner Magic Quadrant for IT Vendor Risk Management Tools. This is the second consecutive year that ServiceNow has been positioned as a Leader and is recognized in the report for market understanding, product offering strategy, and sales execution & pricing. Today more than ever, third parties are key partners in business success.

Anyone thinking about embarking on the journey to extend their IT Service Management (ITSM) with IT Asset Management (ITAM) should have a sit-down with Jenny Rock from the City of Seattle. A 27-year technology veteran who began her career in the telecommunications industry, Jenny has been with the City of Seattle for 15 years — the last four as Product Engineer in what is now known as the Collaboration and Workplace Technologies division.

In case you haven't heard the news.... Our beloved Ivanti Device and Application Control (IDAC) is no longer limited to just Microsoft Windows! With the release of IDAC 5.3 earlier this month, we have now expanded the platform support with a brand new MacOS agent. And with all the exciting features already included in the 5.3 release earlier this year (you can read more about the IDAC 5.3 release here) we have increased the functionality even more with the recently released Update 1 for IDAC 5.3.