Operations | Monitoring | ITSM | DevOps | Cloud

If you're already versed in the changes to the traditional IT service management (ITSM) best practices that came with ITIL 4, you'll know that change management is now called change enablement, and there's minimal mention of the Change Advisory Board (CAB). But what does this mean for your IT organization? Do we still need the Change Advisory Board? Should we drop the CAB (if we had one)? Should we ignore ITIL 4's new change enablement guidance?

Stable network connections are your business’s lifeline. Vital elements of your modern workplace—such as hybrid working, SaaS application usage, and online collaboration—depend on good network performance, contributing to employee productivity and satisfaction. But when network problems started to escalate for one of our customers, they realized they needed to look beyond their traditional network performance monitoring tools to solve the issue.

When IT budgets are tight—and they almost always are—pressure comes down to cut costs, streamline technology stacks, and overall do more with less. And when a recession hits, you’re going to see your budget get slashed—unless you can transform your IT department from a cost center to a strategic partner in recession planning and cost efficiency.

In 2004, a joint initiative of the US Department of Homeland Security and the National Cybersecurity Alliance declared October National Cybersecurity Awareness Month to help raise awareness of the best practices to remain safe while working online. Vigilance enables us to maintain privacy and productivity for our own sake and for the organizations we may work for.

Forward-thinking organizations prioritize innovation—and for good reason. “It’s never been clearer that those who embrace a culture of innovation and digital transformation are going to have the best chance to thrive,” notes ServiceNow Chief Strategy Officer Nick Tzitzon, guest editor of the Fall 2022 Workflow Quarterly. Research by ServiceNow and ThoughtLab confirms this insight.

At this point, we all know that reporting is an essential part of ITSM. It helps us to have clear information about the performance of the service desk and the support team and thus make better decisions. ITSM reporting tools consist of dashboards and reports, and though it might seem great to have only two, this often poses a question: when should I use each one? If you find yourself having a hard time deciding, this article is perfect for you! We’re about to oppose dashboards vs.