As Slack continues to sweep across businesses big and small, it’s become critical to find technology alignment that meets your team where they operate the most. And, when it comes to people working together, the right tools can make all the difference. This is especially true in IT service management and communicating issues and updates…
ITIL defines a major incident as the highest category of impact for an incident; a major incident results in significant disruption to the business. Like most things ITIL, the exact definition and criteria for what makes a major incident a major incident will vary from organization to organization, depending on the needs of the organization.…
If 2020 taught us anything in IT service management, it’s that knowledge management needs to be more than a handful of “how to reset your password” articles to save your IT teams from a flood of tickets. The term knowledge management refers to the practice of gathering knowledge, documenting it, and then making it available for those who need…
Put yourself in the shoes of a user and imagine how overwhelmed they might feel when you talk in IT terminology. They’ve been on their own and restarted their machine, and now they are stuck. These days, their next step is to search use Google or YouTube to help them resolve the issue. But, what about the specific protocols you’ve…
Ah, yes, the age-old (or very recent…) questions: Are artificial intelligence (AI) and automation the same thing? How are they different? Is automation a result of AI? There’s not a simple answer to clearing this up. But, as AI becomes a critical part to your digital transformation strategy, it’s important to understand how it stands…