Operations | Monitoring | ITSM | DevOps | Cloud

LDAP or Lightweight Directory Access Protocol is one of the oldest and most popular protocols used to retrieve information from directory services, authenticate users, and build applications that don’t compare on security or speed. It’s one of the protocols to manage assets and data over a network and provides secure access to them. So what is LDAP? How does it work? What are some of the best practices while using the LDAP protocol? Let’s have a look.

Machine learning has garnered a lot of attention in the past few years. The reason behind this might be the high amount of data from applications, the ever-increasing computational power, the development of better algorithms, and a deeper understanding of data science. We have already talked about artificial intelligence (AI) in a previous blog post. In this opportunity, we will learn about machine learning, what it is and how it works with examples and ITSM applications.

As an IT solution provider, you must walk a fine line between generating revenue and maintaining your team while providing the best possible service for your clients. However, you must have a sufficient budget and develop long-term strategies to attain all of these. Furthermore, when you’re operating on a break-fix model, all these tasks can be challenging.

Successful customer service requires connecting the dots across an entire organization’s teams, systems, and data to address customer needs seamlessly and efficiently. A task of this magnitude and facets comes with myriad challenges. Automation, artificial intelligence (AI), and other advanced technologies can help. Let's explore three ways you can use emerging tech to address your customers' needs proactively and effectively.

Remember when you raised a service request and received a delayed solution? The response was so late that you switched to looking for another possible solution. Such delays impact the organization’s overall progress, and we are sure you don’t want to encounter them frequently. This is where Service Level Agreement (SLA) comes to shield organizations from such irregularities.

Standardization (treating everyone the same) may work for IT, but it does not work for employees. If IT gave each employee the same device and tech stack, what would be the result? Some employees wouldn’t have the tools they need, others would have too many. Every employee would be confused and unsatisfied with their work setup. Not exactly the recipe for a productive enterprise with cost effective IT, is it?

The past several years have proved that productivity and business growth do not rely on employees going into the office every day. But are the more intangible benefits of in-person work being lost in today’s remote/hybrid workplaces? That’s the question on the minds of a lot of business leaders, particularly as they weigh the pros and cons of a “back to the office” policy.

With more than 7,000 customers and double the number of employees ServiceNow had four years ago, our digital technology (formerly IT) operations team faced increased demand for compute, storage, and bandwidth. At the same time, we had to maintain tight security controls. We embrace a three-zero strategy: zero unplanned outages, zero physical footprint, and zero user-reported incidents.

ISO 20000 is the only internationally accepted standard for ITSM, and it has seen significant adoption since it was first introduced in 2005. In fact, a 2020 survey shows more than a 40% increase in certifications globally. The fact that it has a remarkable ability to work with other ITSM frameworks is one of the main reasons for its widespread adoption. So, here we’ll explore its capabilities, benefits, as well as the extent of the ISO 20000 certification.