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Hybrid workforce ITSM requires strong remote support, automation, and monitoring to deliver seamless, secure, and efficient IT services anywhere.

AI-powered service portals use LLMs to deliver personalized IT support with dynamic responses, proactive help, and context-aware user experiences.

From ticketing to orchestration: workflow automation and modern ITSM tools now deliver faster, smarter, scalable IT operations and user experiences.

Preparing IT teams for AI means boosting readiness, upgrading skills, and integrating automation for smarter, proactive support operations.

ITOM vs ITSM? In 2026 the real priority is integrating monitoring and automation to boost stability, service quality, and proactive operations.

Generative AI is revolutionizing incident management with automatic root cause analysis, predictive diagnostics, and intelligent decision support.

Observability makes IT systems transparent, reduces MTTR, and helps IT managers transition from reactive monitoring to proactive action.

With AI-based Predictive SLAs, IT managers anticipate risks, optimize resources, and ensure service quality through proactive management.

Service Request Management is a crucial component of ITSM, which includes the processes and tools used to manage user requests of the most diverse types.

More efficiency, more optimization, more reliability: IT workflow automation is at the center of the scene for these simple and crucial reasons... which, in turn, reflect the demands of the market and of every company.

IT Service Management (ITSM) forms the backbone of efficient IT operations, ensuring smooth system functioning and timely incident resolution. In this domain, generative artificial intelligence (GenAI) is emerging as a transformative driver.

A Configuration Management Database (CMDB) constitutes the backbone of IT Service Management (ITSM). It is a comprehensive map of the IT infrastructure that enables organizations to manage IT resources more efficiently, ensure compliance, and make informed decisions.

The digital revolution we are immersed in is a permanent revolution. We live in an era where the ability to respond quickly, almost immediately, to changes has become an indispensable requirement for every company (and we would also say for every worker).

To meet increasingly complex needs, organizations' technological infrastructure tends to expand to handle a particularly heavy workload.

Project Dependency Mapping is the process through which interdependency relationships between different projects, tasks, teams, and resources are identified, documented, and managed.

No matter how robust your defenses against cyber threats may be—whether in the form of firewalls, detection systems, or security teams—they’re meaningless without a coordinated, efficient system in place.

In the complex corporate IT ecosystem, where infrastructures and digital devices multiply at an unprecedented pace, IT asset visibility ("Asset Visibility", indeed) is no longer a luxury, but a necessity. This applies to companies of any size and in any productive sector.

Organizations' focus on spending is stronger than ever, especially in the current post-pandemic period where digital transformation is no longer an option but a necessity. Today, inevitably, the software purchasing process is subject to extremely rigorous scrutiny.

“Triage”: a term that evokes emergency room procedures... and a metaphor that is immediately useful. Just imagine a place where patients arrive, but no one knows who should be treated first or how. Someone with a simple cold receives immediate emergency-level assistance, while – at the same time – a real emergency goes unnoticed for hours.

Discover best practices for self-service portals that increase customer satisfaction, improve retention, and transform users from consumers into promoters.