There’s no question that modern help desk solutions bring amazing benefits to organizations; IT help desk managers have understood this long back. It’s a great tool in a help desk’s arsenal, streamlining processes and improving efficiency, and at the same time bringing significant savings on resources for the organization. But the fact is that it is just a tool. It’s important to remember that a help desk software is not the entire help desk, but just one part of the picture.

Management is also often about accountability. Well, let’s scratch that, it’s always about accountability. And when it comes to IT Service Management (ITSM), that accountability goes double, because we’re dealing with processes that cover your entire organizational structure. That’s when the RACI matrix comes in, an acronym that’s so fundamental that it’s covered by the ITIL Foundation Exam. Today, we’ll learn all about it, and why it can help with service design.

Major incidents are, by their very nature, stressful and intense. The ITIL 4 definition of a major incident is: High-stress situations can cause conflict that left unchecked could delay the fix effort. Since we already have a definitive guide on incident management, this blog post will focus specifically on the major incident management process.

The global pandemic has opened up the door to challenges in many workplace environments. But with challenges also come opportunities. Many companies have had to create hybrid workplace plans to ensure work productivity doesn’t slow down. The development of the hybrid workplace strategy is a win-win for employees and businesses. This strategy offers the flexibility of working from home or the option of working on-site if the employee needs focus and a routine.

For as much as everyone in IT knew about the importance of experience in previous years, 2021 really felt like the year where the true importance of it finally rose to the awareness of people working in all sectors of Enterprise IT. We could try and extrapolate why that is – 2021 was also the year where many employers started return-to-office initiatives, and the year where the true extent of our labor overhaul started to really sink in.

For as much as everyone in IT knew about the importance of experience in previous years, 2021 really felt like the year where the true importance of it finally rose to the awareness of people working in all sectors of Enterprise IT. Companies are implementing Experience Level Agreements (XLAs) at a faster pace, and 85% of organizations also self-report understanding the need to deliver a better employee experience, according to a study by AXELOS and itsm.tools.

University operations play a pivotal role in creating a productive and successful learning environment. These are the foundations upon which the institutions are built. ‍ In order to manage a large number of students, staff, and resources, universities need robust systems that provide real-time data and transparency across all areas of their operations. Universities are complex organizations with a myriad of moving parts. Each university department has its own objectives, budgets, and personnel.

Over the last two decades, we have seen companies move to the cloud in hordes and presently, the cloud is often the default option for almost all new enterprises. Only companies in a very narrow niche are sticking to on-premise solutions. And the trend is expected to continue. In 2021 alone, the end-user spending in cloud computing was around 482 bn USD.

IT Operations or ITOps have long been a key part of IT service management (ITSM) for organizations. It has played and continues to play an important role in maintaining organizations’ IT infrastructure up and running and making IT available to all employees. Unlike the service desk which directly communicates with the employees, the activities of ITOps rarely involve direct contact with the users they serve.