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The latest News and Information on IT Service Management, Service Desk and related technologies.

bigpanda

How agentic IT operations transform IT Service Management (ITSM)

Jan 6, 2026 By Sam Osborn In BigPanda
Enterprise ITOps leaders are realizing that legacy incident management processes are collapsing under the weight of today’s sprawling, hybrid-cloud enterprise environments. The fastest path from reactive firefighting to proactive, automated control is an agentic AI-powered incident assistant that can understand context, coordinate people, and take intelligent action at machine speed. Enterprise IT doesn’t look anything like it did even five years ago.
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The Role of Inbound Call Handling in IT Service Management (ITSM)

The Role of Inbound Call Handling in IT Service Management (ITSM)

Jan 6, 2026 By OpsMatters In OpsMatters
In today's fast-paced digital world, IT Service Management (ITSM) has become a critical framework for organizations seeking to maintain operational efficiency and deliver superior IT support. ITSM encompasses a range of practices and processes designed to manage IT services effectively, ensuring they align with business goals while maintaining high service quality. Among these practices, inbound call handling plays a significant role in ensuring smooth communication between end-users and IT support teams, ultimately enhancing overall service management performance.
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ivanti

How Agentic AI for ITOps Unlocks Value at Scale

Jan 5, 2026 By Sterling Parker In Ivanti
Here’s a paradox for the AI era: organizations are obsessed with the promise of AI as the key to unlocking productivity and enterprise transformation, and IT teams are all-in on the advantages AI and automation offer — yet those same organizations are the ones holding that transformation back. While the majority of IT workers advocate for AI adoption, operational, cultural and budgetary barriers stand in the way of enterprises implementing AI at scale.
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From Zero Tickets to High-ROI: AI + DEX in 2026 (w/ Samuele Gantner and Vedant Sampath)

Jan 5, 2026 By Nexthink In Nexthink
Kicking off 2026, Tim and Tom welcome Nexthink Chief Product Officer Samuele Gantner and first-time guest CTO Vedant Sampath for a candid “three pillars” deep-dive on enterprise AI. They explore how AI is reshaping product and engineering: new tooling, new development cycles, and the shift from deterministic software to probabilistic agents—plus the critical role of evals, benchmarks, guardrails, and performance. Then they unpack Nexthink’s three-pillar framework.
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Your Opsgenie Migration is the Path to Proactive Reliability

Jan 5, 2026 By solarwindsinc In SolarWinds
With the Opsgenie end-of-life deadline (April 5, 2027) fast approaching, you're facing a critical choice: Do you truly need to move your dedicated Incident Response workflow into the complexity of Jira Service Management (JSM) or Compass? If your current process is a reactive treadmill—plagued by alert fatigue, lost context, and constant non-critical paging—the mandated move risks replacing one chaotic toolset with another complex ITSM solution. View this not as a burden, but as a chance to build a standardized, human-centric workflow that solves your biggest pain points and transforms your response from chaos to control.
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Infraon

How AIOps Transforms IT: Use Cases, ROI & Future of Automation

Dec 31, 2025 By PRAVEEN SINHA In Infraon
AIOps shifts IT operations into a model driven by pattern recognition, automation, and predictive insights. Modern environments generate streams of logs, metrics, traces, events, and tickets at a pace that outruns traditional monitoring. Teams require systems that correlate signals, forecast failures, and trigger actions before service interruptions spiral into outages.
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AI-Assisted Communication Across Teams

Dec 30, 2025 By Alloy Software In Alloy Software
Effective communication is essential for IT operations. In Alloy Navigator, everything happens in one place, directly within tickets and workflows, keeping everyone informed and helping teams get things done faster. AI writing assistance makes messages clear, professional, and actionable. All communication in one place Faster ticket resolution Clear, professional messages with AI assistance Reduced misunderstandings and errors Teams stay aligned and informed.
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InvGate

InvGate Obtains ISO 27001 Certification

Dec 26, 2025 By Celeste Mottesi In InvGate
InvGate has obtained the ISO/IEC 27001:2022 certification, reinforcing our commitment to managing security risks related to the data we own or handle according to industry standards. This new certification adds up to the SOC 2 Type II certification we renewed early this year, aimed to verify customer data protection. “ISO/IEC 27001 is a strong indicator of a company's commitment to its security landscape and responsibilities.
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Infraon

What Is IT Operations? A Complete Guide for IT Operations Managers in 2026

Dec 26, 2025 By Sachin Kumar In Infraon
IT Operations keeps systems running, services stable, and users supported across on-prem, cloud, and hybrid environments. It covers everything involved in maintaining daily technology functions: managing infrastructure, monitoring performance, controlling risk, resolving incidents, and ensuring business continuity. For teams asking What is IT Operations? – the answer starts here, with the processes and responsibilities that keep an organization’s digital backbone steady.
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