Operations | Monitoring | ITSM | DevOps | Cloud

Running IT operations at enterprise scale requires tracking the right KPIs: MTTD, MTTR, change success rate, SLA compliance, and incident trends. Inside the guide: ITOM definition and ITIL 4 service value chain Core ITIL practices for IT operations Modern integration: cloud, DevOps, AIOps Implementation roadmap with gap analysis Case study: MTTD reduced from 15 min to 3 min.

Autonomous Endpoint Management or AEM is an intelligent endpoint management that leverages AI-driven automation, predictive analytics and proactive protection. Automation built on trust. Intelligence designed to empower. Protection delivered. AI‑driven, autonomous management in a unified platform Intelligent, self-healing endpoints ensure consistent uptime and dependable performance. Streamline IT operations through unified automation and consolidation, empowering IT teams to shift from routine tasks to strategic priorities.

Welcome to the AI research bites. This series of short and informative talks showcases cutting-edge research work from ServiceNow AI Research team. The AI Research Bites are open to all, especially those interested in keeping up with the fast-paced AI research community.

Tom assembles the “Spark Avengers” for a deep dive into the most talked-about innovation in IT: Nexthink Spark, the personal AI agent for every employee. Joined by Moe Haidar, Denis Schertenleib and Matt Rose, the team unpacks how Spark evolved from early LLM experiments into an enterprise-ready, autonomous IT agent already delivering 70%+ first contact resolution. From printers and frozen cameras to complex root-cause analysis, Spark is transforming support from reactive to proactive.

Sundareswaran Easudass, IT manager at Prezent, outlines the IT management challenges the firm faced before adopting ManageEngine solutions into its infrastructure and explains how our products helped overcome them. He emphasizes that ManageEngine was his only choice, offering enterprise-grade features without the complexity.

An IT service desk is more than just tech support—it's the central hub managing incidents, requests, and service delivery with defined processes and accountability.