Operations | Monitoring | ITSM | DevOps | Cloud

Knowledge is king in today’s information-driven business world, as most knowledge managers like me know. Having the right information at customers' fingertips can greatly influence their perception of the customer support experience. In today’s self-service world, a well-populated knowledge base with a reliable group of contributors is not enough to create a great experience. The content must be relevant and timely.

In most organizations, software asset management (SAM) is not given much importance since IT professionals don’t emphasize its relevance. It could be influenced by the fact the responsibilities of a SAM team are often delegated to other employees. But with the rising of software procurement costs, distributed workforces, and the rapid growth of the SaaS industry, we are starting to see software asset management less as a nice-to-have and more as an essential business component.

Incident response is at the heart of great, or terrible, user experience. However, while tools have evolved, challenges – especially faced by L1 agents – still exist. The solution isn’t about getting more tools. It’s about establishing a unified platform across the IT service desk and the IT Operations teams that empowers L1 agents to collaborate across silos with L2 agents, subject matter experts, and DevOps personnel.

In hypermarkets, supermarkets, grocery stores, retail shops, etc. Everyone knows that there is a huge amount of inventory available for customers to purchase. It is important to keep track of inventory and goods available belonging to good quality. Most importantly inventory is sold while it is in good condition and valid as well. However, it becomes hectic and labor-intensive because these places are inventory intensive. This is where stocktaking and stock checking come into play.

That big software audit you’ve been dreading? Yeah, it’s coming, it’s real, and it’s sooner than you think. But why, oh why, do we even have to face these in-depth software inspections in the first place? How hard can it be for them to just take your word that every software license on your system is perfectly up-to-date? As you probably know, that’s not how things work with audit management.

I’m excited to announce that ServiceNow® Strategic Portfolio Management (SPM) is the winner of the Ventana Research 15th Annual Digital Innovation Awards in the category of Digital Business. The award for Digital Business recognizes a trailblazing vendor that delivers innovation in applications and technologies for work management, as well as numerous other business areas. But it goes beyond that.

Are you a company that has assets in the hundreds? Maybe even in the thousands? If so, knowing the location and operational status of your company’s physical assets is imperative. It may sound repetitive, but we can’t overstate that your company’s profitability depends on being able to identify, manage, and control all of your assets. Physical assets are frequently used, sold, repaired, upgraded, removed, or even stolen.

Industrial plant maintenance is not easy as there are lots of assets that need to be maintained. But organizations are unable to keep track of maintenance because they do not have a proper tracking solution. However, for industrial plants, maintenance is essential if assets are not maintained and do not provide good performance then production work is delayed. It not only impacts business but the brand image of a business is also diluted.

Asset management is an evolving process as enterprises face increasing compliance and regulatory requirements. Enterprises also continue to expand their asset inventory as part of their growth and work with multiple vendors and third parties. This diverse range of assets is best managed with a centralized asset management platform that covers asset monitoring, including accurate auditing.

It seems like everywhere you look these days you find a thinkpiece to grimly warn us of the dangers of artificial intelligence. But if you talk to anybody with an interest in the way technology interacts with human life – particularly in the world of service management – and instead of the grim pessimism of dystopian fiction, you’ll find sheer enthusiasm. There is tremendous potential for AI in ITSM.