These are materials that will help you understand ITSM trends and tools.
Five ITSM key trends for this year
. Our habrapost, which we wrote not so long ago (after a short break with publications in our blog on Habré). We talk about solutions that support systems like chatbots; about development automation, information security and ITSM cloud tools. This material will help you quickly dive into the topic and cover the main areas in which ITSM specialists are involved.
ITSM" always and everywhere "
. ITSM solutions are quite flexible systems integrated with popular user platforms. But this level of convenience can be achieved only by the leaders of this segment. This will be discussed - the possibilities of ServiceNow, which distinguish this platform from a number of competitors.
25 billion requests per hour: ServiceNow DB
. We describe how ServiceNow works with "85 thousand databases around the world." You will learn why MariaDB is used in ServiceNow, what is a multi-instance architecture, and what problems and hidden difficulties are encountered in the product development process. In addition, let's talk about future plans, which are divided by ServiceNow specialists.
Reference: what is asset management (ITAM)
. In our blog on the IT Guild website we write a lot about how to deal with terms and tools in the field of IT and business process management. In this material we explain in simple terms what the essence of IT asset management is - what is included in the concept of “assets”, how IT is audited, what rules and basic recommendations work here. This is another quick dive material.
/Unsplash/ Zan Ilic
Why does the ITSM cloud system
. for small and medium-sized businesses? We discuss the situation with on-premise solutions and in simple words, we discuss the advantages of cloud systems compared to them. We are talking about such criteria as functionality, implementation time, transaction costs, readiness for scaling, reliability and usability.
Reference: what ITOM can do and why it is needed
. Our next habrapost, in which we explain which areas IT Operations Management is responsible for; what it gives to companies in practice - we give the cases of telecoms, media and service organizations. By the way, in the blog on the IT Guild website, we talked about event management
using ServiceNow ITOM
and collecting infrastructure information
using Discovery module
Security Operations: protection against cyber threats in ServiceNow
. We continue to talk about the possibilities of ServiceNow, but this time we return to our blog on Habré. In the article we are talking about tasks in the field of information security and the corresponding functions of the platform: work with incidents, Vulnerability Response and Threat Intelligence. Here are examples of companies that have already implemented Security Operations, and are considering additional information security modules offered by the vendor.
ServiceNow secrets that will simplify and speed up your work
. Paul Hardy, chief innovator at ServiceNow, says that " technology should help employees, not replace them
." Guided by this point of view, we have prepared two review materials - about life hacks with ServiceNow
and on Customer Service Management
. The second task is to help deal with service management (part of the ServiceNow service management application suite) and such modules as Intelligent Routing, agent intelligence, omni channel, and self-service portal.
/Wikimedia/ Anthony DeLorenzo /CC
On others' mistakes": what you need to know for the successful implementation of the Service Desk
. In this article we have tried to collect the most common errors in the implementation of the Service Desk. We hope that the experience of those who “stuffed cones” will help avoid both banal and easily eliminated, and quite serious problems. We tell why an isolated implementation is not the best tactic; we discuss the “war with the employees”, the distribution of workload and authority. In each of these points we give recommendations that are designed to increase the efficiency of the Service Desk implementation.
Why Agile doesn't work and what to do about it
. This is one of the most popular materials in our blog on Habré. Here, as in the material above, we analyze the failing approaches to the introduction of flexible development methodologies. We explain why Agile “does not start” because of problems with communication, the distribution of team roles and a change in the usual approach to evaluating the effectiveness of work processes. In addition, we are trying to show that the main thing in any project is people, and not some kind of HYIP methodology that everyone is talking about.
Our other digests on Habré: