In our non-stop quest to transform how organizations deliver IT and Enterprise Service Management, we are happy to introduce the latest version of our flagship AI-enabled service management suite, Sierra. We’ve added important new functionality to offer customers AI-based, round-the-clock service desk functionality that reduces cost and complexity. Sierra builds upon the capabilities within the…
Enterprises don’t usually discuss IT service management (ITSM) and DevOps in the same breath. They believe that ITSM is all about procedures and DevOps is about deconstructing procedures, so the two are mutually exclusive. But that’s not really the case anymore. In fact, combining the two methodologies offers new ways to scale the enterprise and…
ITAM: A Must for Business Success When assets aren’t being used to their full potential, the whole business suffers. Organizations don’t get the optimal value from the information, systems and hardware they own, which reduces overall productivity and employee satisfaction in addition to wasting finances. It’s become something of an epidemic: research finds that 80%…
Symphony SummitAI in the News: Helping MSPs Add Value with AI Technology shifts have made it easier for organizations to manage their own IT in-house. At the same time, more vendors are entering the managed services market. And the business model between Managed Service Providers (MSPs) and customers is changing. What’s an MSP to do?…
What Does It Take to Achieve AI Success? Artificial intelligence (AI) holds massive potential to transform business. Organizations recognize this reality and are seizing the opportunity. Yet, as with the early phase of many innovations, there is a lack of clarity about how AI will support business goals. That’s why Gartner predicted earlier this year…
By Dr. Akhil Sahai, chief product officer, Symphony SummitAI Research shows that up to a staggering 80% of IT assets are underused, placing a massive strain on budget and productivity. In addition, increasing regulation and heightened concerns about information security are forcing many organizations to re-evaluate their IT asset management system. In an environment of ever-increasing…
ITSM is about more than managing IT services; it’s also about managing IT “as a service.” It means delivering and managing end-to-end IT services, not just delivering network, compute, storage and third-party services separately. ITSM is also not just the commonly adopted ITIL processes like incident, problem and change management. We’ve created an informative page…
There’s no denying that AI and machine learning are two of the hottest topics in the world today. Based on the many articles and marketing brochures, it seems that AI is going to solve all of humanity’s problems within the next few years. If it can tackle huge global issues, surely it can solve your…
ITIL is a standard of global best practice in IT service management (ITSM). ITIL has traditionally been used by IT organizations and, until the 2019 ITIL 4 update, it was predominantly focused on IT service management. As such, some people think of ITIL and ITSM as interchangeable terms. That’s not quite right, though. ITIL 4…
Artificial intelligence (AI), automation and analytics are redefining ITSM’s role in business innovation, services, and organizational reinvention. Though these advances are potentially game-changing, they are not without their challenges. From functional understanding to technological complexity and from resource allocation to simple change aversion, many factors can interfere with adoption. EMA recently conducted research to investigate…