Operations | Monitoring | ITSM | DevOps | Cloud

For the rest of the world, these are just two synonyms. But in ITIL, the main IT service management framework, the distinction is crucial. Let’s find out.

Our On-call product has been in the wild for a few months now, and in this post I want to talk about building a time-sensitive system and what we did to handle some of the challenges. I’ll cover what our scheduler is responsible for, the basics of working with time, and talk a bit about how we tested our system.

Service operations (ServiceOps) is a technology-enabled approach that unifies IT operations and IT service (ITSM) teams and facilitates frictionless collaboration for more effective incident management. ServiceOps combines people, processes, and technology to improve visibility, workflows, and collaboration between otherwise siloed departments. Organizations of all sizes and industries worldwide have adopted ServiceOps.

In a previous post, we discussed initiating your AIOps journey. Now, we’re exploring best practices for progressing through each phase of the maturity journey. In these posts, we’ll focus on how to get started, proven techniques, key participants, and how to measure success.

Lately, I have been thinking about the mental health effects that stem from working in the cybersecurity industry. And in my research, I came across an Afternoon Cyber Tea podcast that sparked my interest. During their talk, host Ann Johnson and Dr. Ryan Louie, MD, PhD, dissect parallels between those who work in cybersecurity and those who work in healthcare, and uncover how these types of jobs affect mental health.

82% of organizations plan to increase their use of Service Level Objectives (SLOs), with 95% reporting that SLO adoption drives better business decisions, according to the Nobl9 2023 State of SLOs report. The traditional manual management of SLOs often results in inefficiencies and human errors, hindering productivity. Automating SLO management transforms these processes, enhancing accuracy and operational efficiency.

Arguably the most important part of an on-call product is knowing that you will be notified when things break, wherever you are. When it comes to SMS and phone call notifications, we have to leave the familiar realm of the internet and JSON responses, and deal with systems that provide limited observability and insight into what’s gone wrong.

Squadcast shines bright this summer, securing an impressive 38 badges across 95 reports, showcasing our IT Alerting and Incident Management leadership.

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.

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?