Despite the proliferation of intelligent service support options, AI-powered chatbots, and ITSM...
Author - Muhammad Raza
Introduction to Configuration Management
Enterprise IT assets are often deployed in a complex and hybrid mix of deployment architectures...
Tickets Per User as a Service Desk Metric
Service desk performance is essential to improving customer experience. In IT service management...
COBIT 2019 vs COBIT 5: What’s The Difference?
COBIT is an IT management framework designed to help organizations yield significant value from...
SRE vs ITOps: Are SRE & IT Operations The Same Thing?
In this article, we’ll discuss how site reliability engineering relates with IT operations...
Using SLA Compliance as a Service Desk Metric
Business organizations of all sizes consume IT solutions, either as-a-service or purchased from...
Introduction to MTTD: Mean Time to Detect
DevOps teams rely on data-driven insights to establish and maintain an efficient SDLC pipeline. A...
The Role of The Strategic Framework for IT
Strategy is vital to a successful IT project. Your strategy should ensure the IT project aligns...
Enterprise IT Glossary
Welcome to the BMC Enterprise IT Glossary. We’ve rounded up some of the most popular technology...
IT Support Models: A Comparison
In ITSM, a multi-tier support system has been the norm for decades. The classic tiered support...