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

bigpanda

How BigPanda and ServiceNow are redefining agentic IT operations for enterprise IT

May 27, 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. Monitoring and observability tools generate a relentless flood of alerts across cloud platforms, infrastructure, applications, and services. The signals are there, the volume of noise makes it harder than ever to identify what’s urgent.
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The "Secret" Angle: The Automation Strategy Behind Morgan Sindall Group's IT Success

May 27, 2026 By Ivanti In Ivanti
Morgan Sindall Group is a leading UK construction and regeneration group with a turnover of over £4.1 billion. The group operates through several specialized divisions: They have leveraged Ivanti's solutions—specifically Ivanti Neurons—to modernize their IT service management (ITSM) and asset management. By integrating these tools, they've been able to automate manual processes, improve visibility across their complex infrastructure, and enhance the digital employee experience for their diverse workforce.
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motadata

What is AI-Powered Observability? A Complete Guide for IT Teams in 2026

May 27, 2026 By Jagdish Sajnani In Motadata
Is your monitoring stack really giving you clarity, or just more alerts? Your monitoring stack is probably working exactly as designed. That is the problem. As systems grow, most IT and platform teams start to see the same patterns: At this point, traditional monitoring starts to feel limited. This is where teams begin exploring AI in observability. In this guide, we will explain what AI-powered observability actually means, how it works, and when it is useful.
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almaden ai

Digital Employee Experience (DEX): why isolated technical metrics are no longer enough

May 26, 2026 By Almaden AI In Almaden AI
Digital transformation and remote work have made the user’s experience with IT a core operational requirement. Many organizations still measure IT success through traditional metrics such as response time, system availability, and the number of tickets resolved. These indicators, while useful, hide a more complex reality. A server can be 99,9% available and yet an employee may still lose 30 minutes per day due to a slow application or an unstable connection.
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motadata

What Is Hybrid Cloud Monitoring (And How To Actually Do It Well)

May 26, 2026 By Bhavyadeep Sinh Rathod In Motadata
Most IT teams running a real hybrid setup are not short on data. They are short on a place where the data agrees with itself. By the end, you will know what to ask a vendor for, where teams usually trip, and how to scope a proof of concept that does not burn a quarter. Hybrid cloud monitoring is the ongoing collection of telemetry across your on-prem kit and one or more public clouds, treated as one environment instead of two or three. The goal is not just visibility.
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nexthink

How to Reduce Help Desk Demand (Hint: It's Not a Help Desk Issue)

May 26, 2026 By Megan Brake In Nexthink
Most IT organizations are trying to reduce help desk demand the same way they have for years: by making the help desk itself more efficient. They improve routing, tighten SLAs, expand self-service, and add AI into the support flow. These changes can make the queue move faster, but they do not stop the work from arriving in the first place. The same problems keep finding their way back to IT. Employees lose time to slow devices, unreliable apps, failed updates, access issues, or confusion after a rollout.
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Future Solving with Brian Evergreen (Or: How to Escape those AI Career Jitters)

May 26, 2026 By Nexthink In Nexthink
Brian Evergreen joins the show to challenge the fear-driven narrative around AI and work. Rather than treating the future as something coming for us, Brian argues that leaders and individuals should decide what future they want to create, then work backwards. He explores why “start with the problem” thinking limits AI strategy, how visible strategy and relational leadership can unlock better transformation, and why human connection may become more valuable—not less—in an AI-enabled world. A thoughtful conversation on escaping AI career anxiety, building resilient networks, and creating value beyond efficiency.
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motadata

10 ITIL Change Management Best Practices for 2026

May 25, 2026 By Motadata In Motadata
Most IT teams do not struggle with change management itself. The problem is how it is run in practice. In many organizations, CABs meet regularly, approvals are recorded, and workflows already exist. Even with this in place, production incidents still come from changes that were not properly checked or assessed. The issue is not the process. It is execution. Many teams rely too much on approvals, do not assess risk in a consistent way, and slow down delivery with heavy governance.
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motadata

What is a Change Agent? Roles, Types, and Why They Matter

May 25, 2026 By Motadata In Motadata
Why do so many IT change initiatives fail even after the rollout is complete? A new ticketing system goes live on a Monday. Training is finished, documentation is shared, and the process looks ready on paper. Yet by Wednesday, teams are still sending requests through old email chains and avoiding the new workflow. The issue is rarely the technology itself.
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