IT Help Desk
3 Pillars of Autonomous IT Ops
Imagine a future where human IT operators and intelligent systems work together in a virtual operations room; the systems do the heavy lifting while the humans supervise. This may seem like science ...
SRE’s Guide to Pragmatic Incident Response
In my past experience as an SRE, I learned some valuable lessons about how to respond to and learn from incidents. If you want the TL;DR, I'll summarize them here: Declare and run ...
How ESM Enables Digital Transformation
The pandemic has forced organizations of all sizes to overcome colossal challenges and embrace flux. We’ve all heard stories about businesses having to adopt a new communication tool and train staff overnight, ...
Why You Should Embrace Incidents and Ditch MTTR
The cliché is that everyone in IT hates incidents, and the natural reaction when assembling incident response metrics is to look for numbers that you can lower over time. Fewer incidents and ...
Fast Object Storage Key to Backup and DR Strategy
The massive shift to remote work necessitated by the COVID-19 pandemic kickstarted many companies’ digital transformation. While this transition had already begun for most organizations, the pandemic sped up the timeline. These ...
Why Developers Should Care About Resilience
Recently, a friend reminded me of a joke we used to have when we were both developers at a huge software corporation (we won’t mention names, but back when printers were a ...
How to Eliminate Incident Inefficiencies
In today’s complex, dynamic IT environments, the proliferation of disparate IT Ops, NOC, DevOps and SRE teams and tools is a given - and usually considered a necessity. This leads to the ...
Top 4 Challenges for Developer Teams in 2021
Matt Pillar | | app monitoring, customer service, digital experience, no-code/low-code, software developersAs remote work continues into 2021, developer teams are still navigating the new landscape for working across distributed teams and how this new way of working affects product delivery. In particular, there ...
Survey Finds IT Teams Rising to COVID-19 Challenge
In many ways, the COVID-19 pandemic has been the ultimate test for IT teams. The bulk of many workforces overnight became remote workers. Many of those end users are now starting to ...
Intelligent Virtual Assistants and Their Role in Helping Brands Transform Customer Experiences
Saloni Walimbe | | ai, artificial intelligence, chatbots, customer service, intelligent virtual assistants, IVAs, machine learning, virtual assistantsThe relationship between computers and humans has undergone a significant paradigm shift over several decades. From the emergence of the web in 1995 to applications or apps in 2005, technology has grown ...
Splunk Adds Remote Workforce Metrics Dashboard
Splunk has made available a Remote Work Insights dashboard designed to help IT administrators track and identify the most relevant IT metrics for a workforce that is working from home to help ...
COVID-19 Response: Espressive Makes AI Help Desk Free for 90 Days
Mike Vizard | | ai, artificial intelligence, chatbots, COVID-19, help desk, SaaS, software as a serviceEspressive, a provider of a help desk software that makes extensive use of artificial intelligence (AI), announced this week it will provide free access to its software-as-a-service (SaaS) platform for the next ...
