The art and science of bridging the goals of IT teams and customer success teams The IT department designs, implements, and maintains the technology backbone of any enterprise’s operations. Their decisions about systems architecture, software deployment, and security directly influence the daily tools and platforms the customer success team uses. In turn, the customer success team, constantly interacting with clients, provides invaluable feedback on system functionalities, performance issues, and user […] Written by Sanjiv Vaigankar October 20, 2023January 22, 2024
Why SaaS Infrastructure Monitoring Is Critical for Modern IT Operations In today’s cloud-driven world, keeping track of your software services is no longer optional—it’s essential. SaaS infrastructure monitoring helps IT teams keep an eye on the performance, uptime, and health of all cloud-based applications and systems in real time. With businesses relying heavily on remote tools and digital platforms, monitoring your SaaS stack ensures smooth […] Written by Gayathri R L July 4, 2025July 7, 2025
The Complete Guide to Hiring and Retaining IT Talent Building and retaining a skilled IT ops and service team is no minor feat since these professionals are pillars of innovation, service quality, and market competitiveness. Yet, many companies face the challenge of retaining them. Unfortunately, high turnover disrupts continuity, increases recruitment and training expenses, and results in the loss of invaluable knowledge. Addressing this […] Written by Soumya Nandhakumar April 11, 2024July 4, 2025
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
Customer Success Consider Yourself an Expert on Customer Success. Here are Eight new trends to keep an eye on. A world before the pandemic seems like a distant past, doesn’t it? The onset of the pandemic has seen a dramatic shift in most areas of life, including the workplace, and life may never go back to what it once was. It’s almost unbelievable how much transformation each business has undergone in the past two […] Written by Soumya Nandhakumar June 2, 2022July 14, 2025
ITSM Top 7 ITSM Solutions to help deliver a delightful support experience If your company has more than a few employees, and if even one of you is the designated “IT guy,” you’re already applying ITSM Solutions in a small way. But as your company expands, you need to bring in more mature processes to derive the most benefits from your ITSM Solutions investment. Therefore, effective IT […] Written by Deepak Gupta May 31, 2022October 28, 2025
Customer Success Why is customer success so important for all of the organization’s teams? Success is what every business envisions, but the journey isn’t always straightforward. As a company looking for success, you probably focus on marketing your product and closing as many sales as possible. However, understanding the importance of customer success is key to long-term growth and customer satisfaction. But what do you do after that? Does […] Written by Harshvardhan Thakur May 27, 2022June 18, 2025
ITSM How may Infraon assist your company with an effective ITSM integrations? Information Technology Service Management (ITSM) is a set of processes or procedures that provide best practices to align IT services with current business needs. These IT Service Management Integrations help optimize incidents or problems within the organization, ensuring seamless IT operations and improved service delivery. ITSM integrations connects the ITSM software with other 3rd party applications […] Written by Deepak Gupta May 25, 2022June 18, 2025
ITSM What is the difference between ITSM and ITOM? And how can you use their collaboration to your advantage? Imagine sitting at a service desk, where your primary goal is to resolve incidents quickly and efficiently while ensuring customer satisfaction. However, persistent technical issues can slow down response times and lead to frustration for both customers and IT teams. That’s where ITOM vs ITSM comes in—two essential frameworks that enhance IT operations, improve service […] Written by Deepak Kumar S May 25, 2022July 14, 2025
ITSM How Can ITSM Integration Help Your Business Right Now? Integrating your ITSM platform with other third-party apps to sync with one another, sharing data or events that occur in one of them, is called ITSM Integration. By implementing the ITSM strategies, many businesses have realized the need to connect it with other applications and data sources such as HR, customer service, security, and IT. […] Written by Samaresh Mandal May 25, 2022March 26, 2025
ITSM How to Start With ITSM in An Organization? Best ITSM tools are software solutions used to accelerate the tasks and workflow automation associated with managing and delivering effective IT services. ITSM refers to how IT is used in designing, delivering, proving, producing, and managing IT services. Hence, ITSM is more than just your helpdesk tool. ITSM isn’t just about fixing or maintaining IT […] Written by Deepak Gupta May 25, 2022March 26, 2025
ITSM Benefits of Using IT Service Management Tools for Your Business The IT department plays a significant role in determining the long-term success of any business organisation. It needs to boost performance, manage risk, and anticipate issues, all while controlling expenditures for software, hardware, and cloud solutions. IT service management is the best way to achieve all these goals and enhance competitiveness in today’s ever-evolving market. […] Written by Samaresh Mandal May 25, 2022July 9, 2025
ITSM ITSM: Key Features and Modules ITSM refers to IT Service Management, which simply encapsulates the activity performed by an organization to maintain sustainable information technology infrastructure. It is designed to streamline IT services workflow and, thus, increase productivity. Furthermore, ITSM features include a set of IT policies, processes, and practices that help align IT services with business needs and objectives. […] Written by Deepak Gupta May 24, 2022March 26, 2025
Zero Trust Security Why is it so important for MSPs to have zero trust in the digital age? The pandemic may have accelerated the need for enterprises of all sizes to move towards digital transformation, but the need for zero trust cyber security has existed since before. However, with new actors or hackers, malicious software has also evolved and expanded the cyber threats to a larger attack surface. While enterprises need robust digital […] Written by Satish Kumar May 24, 2022July 14, 2025
Customer Success Is the age-old quote “The Customer is King” still applicable? Treat them as a professional friend instead. Have we often heard phrases like ‘The Customer is King’ and ‘The Customer is Always Right? These phrases have undoubtedly been around for a while but are they still pertinent in this dynamic sales and marketing environment? When you refer to your customers as kings, you inherently place them on a pedestal, a place of […] Written by Preena Singh May 20, 2022September 30, 2025
ITOps Network Monitoring System Top 7 Key Features Your Network Monitoring Software Should Have With the covid-19 pandemic, the demand for broadband communication services has soared and experienced a 60% increase in internet traffic compared to before the crisis However, with prolonged times spent at our homes during the lockdown, continuous network connectivity has become the need of the hour for the entire world. Therefore, it is essential to […] Written by Pon Vijaya Raghvan May 17, 2022July 14, 2025
