Fresh Ideas for the Service Desk: Inspired by ITIL 4 The Service Desk has always been at the heart of IT service delivery, connecting users to the services they need and providing vital support. But in today’s fast-paced digital world, the expectations placed on the Service Desk are evolving. Organizations need more than just a team that answers tickets; they need a strategic partner that contributes to business value, user satisfaction, and continual improvement. Whether you're just beginning your journey or ready to take your Service Desk to the next level, here are some fresh ideas inspired by ITIL® 4 that can help you modernize and thrive. 💡 1. Shift from Process-Focused to Value-Focused ITIL 4 encourages us to think in terms of value co-creation , not just process adherence. The Service Desk isn’t just logging incidents, it’s playing a central role in delivering value to users and the organization. Idea: Start mapping common user interactions to value streams...
Site Reliability Engineering (SRE) is more than a job title; it’s a mindset, a philosophy, and a set of practices designed to bridge the gap between development and operations. However, not every team or professional using the SRE title truly embodies what it means to be an SRE. In this blog, we’ll explore five key practices that define true SREs. If you’re not doing these, you might want to rethink calling yourself or your team an SRE. 1. Prioritizing Reliability Over Everything Else SREs live and breathe reliability. If you’re not actively measuring and maintaining your systems' availability, performance, and durability, then you’re missing the core purpose of SRE. What You Should Be Doing: Define and track Service Level Objectives (SLOs) and Service Level Indicators (SLIs). Use error budgets to balance feature development and system stability. Implement incident response processes to minimize downtime. 2. Automating Toil Away Toil - the repetitive, manual tasks th...