Service Level Agreement (SLA): A Simple Guide for Businesses Over time, SLAs have moved from static documents into operational controls. Teams use them to guide response priorities, manage service commitments, and evaluate delivery quality across IT and business services. This shared definition reduces ambiguity and creates a common yardstick for service discussions. What Is a Service Level Agreement (SLA)? A Service Level Agreement defines how a […] Written by Soumya Nandhakumar March 20, 2025February 18, 2026
SLA vs. OLA in ITSM: Key Differences, Examples, and Best Practices Service delivery in ITSM depends on measurable targets and clear internal accountability. Two core agreements define that structure: Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). Though often grouped together, they serve distinct roles. Knowing how to separate and align SLA vs OLA is key to improving outcomes and avoiding friction between teams and […] Written by Soumya Nandhakumar July 25, 2025September 30, 2025
Why IT Inventory Management Software Is Essential for Modern IT Teams? What Is IT Inventory Management Software? IT inventory management software brings asset information into one environment so teams gain clarity on hardware, software, contracts, licenses, and usage patterns. It supports day-to-day decisions by showing where assets sit, how they behave, and which areas demand attention. This helps remove guesswork in IT Operations and sharpens planning for capacity, support, and renewals. An IT inventory […] Written by Ganesh N Kumar December 24, 2025March 6, 2026
Editor's choice Featured Infraon Story How I went from a UX designer to starting two companies that solve the biggest ITOps challenges In 2005, I started my career as a UX designer. A few years in, I was fiercely passionate about the little things that made a piece of software friendly and usable. Before working on the designs, I wanted to understand how the product works and what it could potentially do for the customer. I felt […] Written by Arun Prasath R July 11, 2022July 14, 2025
ITOps 4 Real-World Tips to Optimize the Productivity of Your Modern IT Teams The modern IT landscape is filled with rapid technological advancements, evolving work models, and growing user expectations. To improve team productivity, IT leaders must adapt to these shifting dynamics. The transition from on-premises data centers to cloud infrastructure has been especially like a cat among the pigeons. With the explosion of SaaS applications, today’s IT […] Written by satishkumar October 12, 2023April 11, 2025
Asset Management Good Reads IT Asset Discovery tools From Waste to Wealth: IT Asset Management’s Dollar-Saving Secrets Effective IT Asset Management (ITAM) and IT Asset Discovery Management do two things incredibly well – it saves time and money. Now, this may sound painfully obvious to astute readers like you. Yet the harsh reality is that ITAM, while on the radar of many CTOs, CEOs, IT heads, etc., hasn’t been given due importance […] Written by Arun Prasath R October 9, 2023January 22, 2024
DevOps ITIL Software ITSM DevOps Evolution 2025: Assessing ITIL vs Agile for ITSM Excellence Has the IT industry seen a substantial transformation in recent years, and what has been the driving force behind it? In the past, ITSM played a pivotal role in governing IT operations, with a strong emphasis on the systematic coordination of processes to ensure the adequate provision of IT services, all within the framework of […] Written by Soumya Nandhakumar October 6, 2023February 17, 2025
Infraon SecuRA Risk Management Zero Trust Security Stress-free IT management: An IT manager’s playbook for mitigating risks As IT infrastructures become more complex, the responsibilities of IT managers expand exponentially. Their role is akin to a tightrope walker, balancing the need for innovation with the imperative of security. From spotting system vulnerabilities to preparing for unexpected setbacks, the IT manager’s world is one of vigilance and foresight. Zero-trust is an approach to […] Written by Deepak Gupta September 28, 2023February 12, 2026
AI Good Reads Helpdesk Software AI-Helpdesk: Beyond Tech Glitches to Customer Delight and Happiness The average helpdesk is no longer just a place to report technical issues. It’s becoming the front line in enhancing customer experiences holistically. AI helpdesk software now plays a significant role in shaping a customer’s perception of a brand. The modern AI helpdesk agent resolves issues and builds relationships, ensuring customers feel valued and heard. […] Written by Deepak Kumar S September 25, 2023April 9, 2025
AI Good Reads AI-Driven Sentiment Analysis: Embracing the Future of Insights As a sales and marketing specialist, you always strive to provide a seamless and personalized experience for your customers and prospects. However, it can be challenging to thoroughly understand their opinions and emotions during a conversation and over time when they interact with your business regularly. This is particularly true if you connect with them […] Written by Mohitakshi Agrawal September 22, 2023March 27, 2025
ITSM Vendor Management Supplier and Vendor Management in IT Service Management (ITSM) IT Service Management (ITSM) has become essential to any organization’s success in today’s technologically advanced environment. Organizations frequently rely on a broad ecosystem of vendors and providers when sourcing the hardware, software, and other essential components needed to maintain and improve their IT infrastructure. ITSM professionals need to create efficient vendor and supplier management techniques […] Written by Deepak Gupta September 21, 2023November 20, 2024
Asset Management ITAM Video Blogs The Ultimate Guide to IT Asset Management: A Step-by-Step Checklist Are you still relying on spreadsheets and a pen-and-paper approach to track your company’s assets? Although using manual procedures to keep track of your equipment makes sense, these asset management methods are outdated and error-prone. In fact, 46% of organizations say that human error is their biggest challenge when it comes to effectively reporting on […] Written by Ganesh N Kumar September 20, 2023July 4, 2025
ITSM A Comprehensive Guide on ITSM Tool Evaluation and Selection Do you know 80% of employees spend half of their workweek on “rework” caused by poor communication? Given that, it is no more surprising that – many business leaders like you are already tired of siloed interactions between multiple departments getting in the way of IT service! So, are you on a quest for a […] Written by Ramesh Pratap Tiwari September 19, 2023July 4, 2025
Cost Management Helpdesk Software Return on Investment An Ultimate Guide to ROI of Helpdesk Solutions in 2025 Did you know that 88% of B2B customers expect personalized service similar to what they receive as consumers? Imagine having tools that meet and exceed these expectations while boosting business. Customers can choose their preferred communication channels in today’s interconnected digital ecosystem. A robust helpdesk solution recognizes diversity and offers a spectrum of options to […] Written by PRAVEEN SINHA September 15, 2023July 9, 2025
AI Helpdesk Software When generative AI helpdesks take control, will humans make the cut? Let’s take a nostalgic trip down memory lane of traditional IT helpdesks. It’s reminiscent of waiting in long lines only to be told you’re in the wrong line. Or being serenaded by never-ending loops of elevator music? But, in a world where businesses are now laser-focused on customer success, these methods are antiquated and impractical. […] Written by Arun Prasath R September 14, 2023February 18, 2025
ITOps SaaS The Next Big Thing in SaaS IT Operations Management Introduction: In today’s technology-driven world, businesses rely on their IT infrastructure to secure smooth business operations, increase productivity, and deliver excellent customer experiences. IT Operations Management (ITOM Tool) is vital in maintaining these complex IT systems’ performance, availability, and reliability. One approach that has gained significant popularity in recent years is Software-as-a-Service (SaaS) IT Operations […] Written by Deepak Gupta September 12, 2023February 12, 2026
