These are materials that will help you understand ITSM trends and tools.
/Unsplash/
. 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 cloud ITSM tools. This material will help you quickly immerse yourself in the topic and cover the main areas that ITSM specialists are engaged in.
. ITSM solutions are quite flexible systems integrated with popular user platforms. But only the leaders of this segment can achieve this level of convenience. This will be discussed - the possibilities of ServiceNow, which distinguish this platform from a certain number of competitors.
. We tell how ServiceNow works with "85 thousand databases around the world." You will learn why MariaDB is used in ServiceNow, what multi-instance architecture is, and what problems and hidden complexities are encountered in the process of product development. In addition, let's talk about future plans shared by ServiceNow specialists.
. In our blog on the IT Guild website, we write a lot about how to deal with the terms and tools in the field of IT and business process management. In this material, we tell in simple words what the essence of IT asset management is - what is included in the concept of "assets" (assets), how an IT audit is carried out, what rules and basic recommendations work here. This is another material for a quick dive.
/Unsplash/
. We discuss the situation with on-premise solutions and talk in simple terms about the advantages of cloud systems in comparison with them. We are talking about such criteria as functionality, implementation time, operating costs, readiness for scaling, reliability and ease of use.
. Our next habrapost, in which we explain what areas IT Operations Management is responsible for; what it gives companies in practice - we present cases of telecoms, media and service organizations. By the way, in a blog on the IT Guild website, we talked about through и through .
. We continue to talk about the possibilities of ServiceNow, but this time we return to our blog on Habré. In the material, we talk about the tasks in the field of information security and the corresponding functions of the platform: working with incidents, Vulnerability Response and Threat Intelligence. We give examples of companies that have already implemented Security Operations and consider additional information security modules offered by the vendor.
. Paul Hardy, Chief Innovation Officer at ServiceNow, says that “". Guided by this point of view, we have prepared two review materials - about and on topic . The task of the second is to help understand service management (part of the ServiceNow suite of applications for managing services) and such modules as Intelligent routing, agent intelligence, omni channel and self-service portal.
/wikimedia/ /
. In this article, we tried to collect the most common errors when implementing the Service Desk service. We hope that the experience of those who "stuffed bumps" will help to avoid both banal and easily fixed, and quite serious problems. We tell why isolated implementation is not the best tactic, we discuss the “war with employees”, the distribution of workload and authority. In each of these paragraphs, we give recommendations that are designed to increase the effectiveness of the implementation of Service Desk.
. This is one of the most popular materials in our blog on Habré. Here, as in the material above, we analyze the failed approaches to the implementation of agile development methodologies. We explain why Agile "does not start" due to problems with communication, the distribution of roles in the team and a change in the usual approach to assessing 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 hype methodology that everyone is talking about.
Our other digests on Habré:
Source: habr.com