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ITSM Modernization By Orlee Berlove IT teams define success as solving problems quickly. To enable ITSM modernization we have to think of adopting the tools and methods that will enable resolution of ITSM issues more quickly. To be clear, modernization does not mean stepping away from SLAs or DevOps. Instead, modernization means bringing on automation of key IT processes and capturing information that can be used to improve future customer interactions or product launches or methodologies The goal of this blog is to: Examine the role of ITSM in today’s IT infrastructure Look at the role of cloud Highlight the role of collaboration in ITSM The state of ITSM First, it is important to reiterate that ITSM is growing. Current stats show that 56% of ITSM teams are slated for growth. At the same time though, many of the ITSM best practices that need to be heeded to ensure e... (more)


Typical applications include sending messages to individual OnPage users or groups and receiving tracking information for messages such as delivery and read timestamps or reply information. The API is based on open standards known collectively as "Web Services," which includes the Simple Object Access Protocol (SOAP), Web Services Definition Language (WSDL), and the XML Schema Definition language (XSD). These standards are supported by a wide range of development tools on a variety of platforms. Like many web services, OnPage SOAP is a combination of client-side and server-side ... (more)

SLAs and ITOps Modernization | @CloudExpo #AI #DX #DigitalTransformation

SLAs and ITOps Modernization By Orlee Berlove How to modernize SLAs and ITOps “Tell me how you will measure me and I will tell you how I will behave.” Dr. Eliyahu Goldrat – The Goal Digital transformation will come from increased investments in technology. But, at the same time, it will also come from increased scrutiny and commitment to quality of the existing services. To ensure this outcome, companies must be committed to the quality spelled through common acronyms such as SLAs, MTTR and MTTD. While these concepts have been around since the time of gurus such as Edward Deming, t... (more)

Proper Incident Management | @CloudExpo #API #Cloud #BestPractices

Why Proper Incident Management Is Key to Proper IT Management Mitigating downtime requires good workflows, human response and - most importantly - proper alarms to alert relevant individuals when things go wrong. Proper incident notification is crucial to effect management of IT downtime. Proper IT management requires proper incident management. Otherwise, you court Murphy's law at your peril. In the IT world, if a server can fail, a cache overload or traffic overload the network - it will. And the consequences are significant. Many IT organizations face database, hardware, and ... (more)

OnPage Receives 2015 Best of Waltham Award

Onset Technology Announced that It Is the Recipient of the 2015 Best of Waltham, Massachusetts Award for Computer Software Onset Technology, the creator of the OnPage App, is one of the local companies recognized as having enhanced the positive image of its organization through service to their customers and its community, while at the same time making the Waltham area a great place to live, work and play. Judit Sharon, Onset Technology CEO commented:  "We are thankful for the recognition and very proud of our dedicated team and industry leading SaaS products.  Knowing that Walth... (more)