Acquaintance with ITSM: 10 habratopiks and expert materials for “quick immersion” in the topic

    These are materials that will help you understand ITSM trends and tools. / Unsplash / Headway Five key ITSM trends for this year . 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 chat bots; About development automation, information security and cloud-based ITSM tools. This material will help you quickly dive into the topic and cover the main areas that ITSM specialists are engaged in. ITSM “always and everywhere”

    . ITSM solutions are quite flexible systems integrated with popular user platforms. But this level of convenience can only be achieved by the leaders of this segment. This will be discussed - the capabilities of ServiceNow that distinguish this platform from a number of competitors.

    25 billion queries per hour: ServiceNow database . We tell how ServiceNow works with "85 thousand databases around the world." You will find out why MariaDB is used in ServiceNow, what is multi-instance architecture, and what problems and hidden difficulties are encountered in the process of product development. In addition, we’ll talk about future plans shared by ServiceNow experts.

    Background: What is Asset Management (ITAM). In our blog on the IT Guilds website, we write a lot about how to deal with terms and tools in the field of IT and business process management. In this article we tell in simple words what the essence of IT asset management is - what is included in the concept of “assets” (assets), how IT audits are conducted, what rules and basic recommendations work here. This is another quick dive material.

    / Unsplash / Zan Ilic

    Why does small and medium-sized businesses have a cloud-based ITSM system . We discuss the situation with on-premise solutions and, in simple words, discuss the advantages of cloud systems in comparison with them. We are talking about criteria such as functionality, implementation timelines, transaction costs, readiness for scaling, reliability and ease of use.

    Background: what can ITOM do and why is it needed . Our next hub post in which we explain which areas IT Operations Management is responsible for; what he gives companies in practice - we give cases of telecoms, media and service organizations. By the way, in the blog on the IT Guilds website, we talked about event management using ServiceNow ITOM and collecting information about the infrastructure using the Discovery module .

    Security Operations: Protection Against Cyber ​​Threats in ServiceNow. We continue to talk about the capabilities of ServiceNow, but this time we return to our blog on Habré. In the article, we talk about tasks in the field of information security and the corresponding functions of the platform: work 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.

    ServiceNow secrets to simplify and speed up your work . Paul Hardy, chief innovation at ServiceNow, says that " technology should help employees, not replace them ." Guided by this point of view, we have prepared two review materials - on life hacks in working with ServiceNow and on the topic Customer Service Management. The second task is to help deal with service management (part of the ServiceNow suite of services management applications) and modules such as Intelligent routing, agent intelligence, omni channel and self-service portal.

    / Wikimedia / Anthony DeLorenzo / CC

    “On the mistakes of others”: what you need to know for the successful implementation of Service Desk. 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 “got the bumps” will help to avoid both banal and easily fixed, and quite serious problems. We explain why isolated implementation is not the best tactic; we discuss the “war with employees”, the distribution of workload and authority. In each of these points we give recommendations that are designed to improve the implementation of Service Desk.

    Why Agile does not work and what to do about it. 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 flexible development methodologies. We explain why Agile "does not start" due to communication problems, the distribution of roles in the team and the 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.

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