Operations | Monitoring | ITSM | DevOps | Cloud

Look around your desk, and you probably see a variety of tools that make you more productive — an ergonomic chair, a mug of coffee or tea, a notepad, or a charger. As individuals, we put great thought into making our personal space productive, a habit that many organizations have yet to fully replicate in their digital workspaces.

Chatbots are rising in popularity, both in consumer and enterprises circles, because they are quick, sometimes clever, and ultimately help workers and customers get answers to common questions without bogging down your service team. As part of our ITSM Professional package, ServiceNow’s Virtual Agent far exceeds some of the chatbots you may have used in your personal life for one simple reason – access to information.

Traditionally, IT service management was limited to legacy platforms and infrastructure. Due to a lack of process, interacting with IT teams was frustrating and difficult, resulting in the workforce becoming less engaged, and the gap between the IT team and business growing even further. Since IT service management was already a complicated task for most IT teams, COVID-19 only exacerbated the repercussions.

IT service management (ITSM) has evolved into a much broader discipline than just delivering IT services to the business. It’s grown beyond the IT department and become an integral part of how every employee in almost every business unit performs and completes tasks. In a recent webcast, SolarWinds Sr. Solutions Engineer Liz Beavers, ITSM experts Valence Howden and Julie Mohr, and HDI’s Group Principal Analyst Roy Atkinson paint a picture of what can be expected for the future of ITSM.

CareAR announces the availability of its ServiceNow integration, providing an innovative industry solution seamlessly extending enterprise-grade augmented reality (AR) visual support as part of a ServiceNow digital workflow experience.

We measure a lot of our ITSM success through increments of time. But mean time to resolution, time on page in the knowledgebase, and cases-per-hour aren’t just go-to metrics. They set the cultural expectations for our service teams – that improving service times, without sacrificing quality, is paramount.

The impacts of COVID-19 have been felt globally and across every industry. Supply chain businesses have faced a challenging few months and we’re not out of the woods yet. Warehouse and supply chain organisations in the UK have been contending with a 129% boom in online shopping, as non-essential shops have been closed and many consumers continue to favour online grocery shopping instead of braving the supermarket queues.

Our CTO and Field CTOs spend a substantial amount of their time talking to customers, industry leaders and domain experts, gaining extraordinary insights and subject matter expertise on the most current and burning issues in IT Operations. Listening to them speak at events, webinars, prospect meetings and even as part of random watercooler chats, we always thought it was a shame we didn’t have a platform to share their wisdom on a broader scale.