Sierra Release consolidates leadership in AI-driven IT and Enterprise Management

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…

New SummitAI Enhancements Optimize Your HW and SW IT Asset Management

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…

What is ITSM and what is ITIL Compliance for ITSM?

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…

Reinventing ITSM with AI, Automation and Analytics

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…