The Evolution of Helpdesk in 2023 and Predictions for 2025 In a world where “Have you tried turning it off and on again?” doesn’t cut it anymore, helpdesk operations are under pressure to take a giant leap into innovation. However, 2023 has been a year of game-changing tech, setting the stage for what’s next. So, let’s unpack this evolution and peek into what 2025 has […] Written by Arun Prasath R December 21, 2023July 4, 2025
MSPs and AIOps: How to get the best of both worlds How can we combine MSPs and AI for Operations Management to get the maximum positive result? The IT ecosystem has undergone a major change in recent years. Cloud computing, distributed architectures, and a constant evolution of technologies have made it increasingly complex and dynamic. Human oversight alone can no longer monitor, manage, and troubleshoot this […] Written by PRAVEEN SINHA January 29, 2024April 14, 2025
How ITSM Can Transform the Digital Experiences of Employees It is no secret that the pandemic has greatly accelerated the need for digital transformation, and workplace technology is no exception. Meanwhile, the overarching move to omnichannel and digital-first approaches has dramatically reset employee needs. Furthermore, as we continue to move toward a modern world of hybrid working, organizations must optimize their employee experience (EX) […] Written by Chandana April 10, 2023December 30, 2024
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
AI ITOps What is the Impact of Datacenter Management on ITOPs in 2025? Datacenter management is the coordinated oversight of a datacenter’s physical and virtual infrastructure, encompassing servers, storage, networking hardware, and the software solutions that manage and optimize these resources. This domain is critical in the broader scope of Information Technology Operations (ITOps) by ensuring that datacenter resources are efficiently utilized, well-maintained, and securely operated. The management […] Written by Deepak Kumar S June 26, 2024February 18, 2025
Good Reads ITOps Network Management Network Performance Monitor Role of Configuration Management in Network Management Network management ensures optimal network operation, maintenance, and administration through various activities and protocols. A key element is configuration management, which involves the detailed recording and updating of information related to an enterprise’s hardware and software, such as network addresses, firmware versions, and software configurations. This process is crucial for maintaining system organization, documentation, and […] Written by Srikanth Audina June 25, 2024July 7, 2025
Good Reads Remote Asset Monitoring Server Monitoring Software Must-Have Features of Endpoint Management Software As the digital workspace expands, so does the complexity of managing it. Endpoint management software simplifies this complexity and safeguards the network against potential threats. Basically, endpoint management is a strategic approach to overseeing all the devices within a network. So, the importance of selecting the right endpoint management software cannot be overstated, as it […] Written by Satish Kumar June 24, 2024February 18, 2025
AI Customer Support Good Reads AI Agent Assistance for Customer Support: Everything You Should Know Bringing in Artificial Intelligence (AI) into customer support functions has become increasingly crucial. AI agent assistance represents a mix of human expertise and AI capabilities, aiming to enhance the quality and speed of customer service. It streamlines support operations while measurably improving customer experience by providing timely, accurate, and personalized assistance. Related blog: Transforming Customer […] Written by Sanjiv Vaigankar June 21, 2024July 4, 2025
AI Good Reads How Gen-AI based agents simplify the lives of IT admins IT administrators shoulder numerous responsibilities to ensure the smooth operation of technology infrastructures. These include managing networks, data security, and system updates. However, the complexity of modern IT environments often overwhelms these tasks due to the sheer volume of work, presenting a huge challenge. Gen-AI offers a transformative solution by streamlining these processes and significantly […] Written by Deepak Gupta June 20, 2024April 11, 2025
AI Good Reads ITSM How IT admins can use Gen AI to manage IT service requests In today’s technology-driven organizations, IT administrators face an ever-growing volume of IT service requests ranging from routine troubleshooting to complex system integrations. As the backbone of operational efficiency, they are continually searching for methods to streamline workflows and improve response times without affecting the service quality. Enter Generative AI is a transformative tool that has […] Written by Sachin Kumar June 19, 2024June 19, 2024
AI Good Reads ITSM The importance of CSI in ITSM frameworks: What do modern enterprises need to know? Modern enterprises face numerous challenges in maintaining and improving service delivery. These range from rapidly changing technological advancements to escalating customer expectations and the need for agile responses to market shifts. It’s why, as the name implies, Continuous Service Improvement (CSI) is a huge part of IT Service Management (ITSM). CSI represents a systematic approach […] Written by Arun Prasath R June 14, 2024June 14, 2024
Good Reads Network Configuration Management Network Management A Ten-Point Guide to Selecting the Right Network Configuration Management Tool Network configuration management tools help in maintaining the health and performance of a network. Organizations can manage their network configurations correctly, reducing the risk of configuration errors and ensuring consistency across network devices. They can also enhance their network’s security and compliance by choosing the right tool, thereby protecting their assets and optimizing operational performance. […] Written by Ramesh Pratap Tiwari June 10, 2024June 10, 2024
Asset Management Good Reads ITAM Leveraging IT Asset Insights for Smoother Banking Operations In banking, effectively leveraging IT asset insights through analytics and reporting can lead to significant operational improvements. These insights help banks optimize their IT infrastructure, enhance security, and improve service delivery. It’s why they need a fully integrated asset management platform. This platform should provide detailed analytics and reporting capabilities, helping banks optimize their IT […] Written by Gayathri R L June 8, 2024July 9, 2025
Good Reads ITOps ITSM Network Availability Monitoring Tools 10 Reasons Why Effective Kubernetes Monitoring is a Must-Have in ITOps The implementation and management of containerized applications using Kubernetes have become increasingly prevalent. It has made a huge difference to critical aspects of ITOps, such as Network Management Systems (NMS), IT Service Management (ITSM), and IT Infrastructure Monitoring (ITIM) frameworks. Related blog: Why AI-enabled ITOPs is critical for smarter banking operations Let’s look at ten […] Written by Manjeet Gupta June 7, 2024July 14, 2025
AI Good Reads Workflow Automation IT workflow automation: Empowering telcos to improve staff productivity Companies in the telecom sector are continually grappling with complex IT workflows that span vast infrastructures and customer service demands. These workflows involve managing large-scale networks, ensuring consistent service delivery, and rapidly addressing maintenance and customer support issues. The challenge intensifies with the need to integrate new technologies, comply with regulatory standards, and protect against […] Written by Sudhakar Aruchamy June 6, 2024July 14, 2025
AI Good Reads Helpdesk Software Impact of new-age IT admins on the helpdesk ecosystem The IT helpdesk has traditionally been the cornerstone of organizational support, tasked primarily with resolving technical issues and maintaining the robustness of IT infrastructure. These helpdesk ecosystems have long been characterized by their reactive nature, focusing on troubleshooting and resolving immediate IT problems as they arise. Traditionally, IT administrators played a central role in this […] Written by Satish Kumar June 3, 2024July 7, 2025
