Ticketing systems are essential to today's enterprise IT help desk operations—without them, service requests and issues would end up lost inside a flurry of emails and handwritten notes. Both JIRA's Service Desk and ServiceNow are leading solutions in this category; the latter has a 25% share of the IT service management (ITSM) market, while Atlassian—though more software developer-focused—is a household name when it comes to project management and collaboration tools.
When it comes to IT service management (ITSM) platforms, the two main contenders that usually come to mind are ServiceNow and BMC Remedy. Not surprisingly, these two vendors collectively own 50% of the ITSM market, according to Gartner's latest numbers. Let's find out how they compare in helping operations support and deliver enterprise IT services.
People seem to have a hard time deciding what DevOps even is, much less how (or whether) it compares to a highly structured methodology like ITIL. To answer the big questions up front: no, you don’t have to choose between DevOps and ITIL; no, DevOps is not replacing ITIL or vice versa; no, DevOps will not solve all the problems of an ITIL environment, and no, DevOps will not be perfected by implementing ITIL. But building good IT processes is they key to resilience, and UpGuard can help.
Adding a little bit of structure into one's affairs never hurts, especially when it comes to IT business processes and assets. To this end, various frameworks offer blueprints for achieving key organizational objectives like compliance and security. Three of the more popular frameworks—COBIT, ITIL, and TOGAF—are widely used by enterprises in this regard—let's see how they compare when it comes to bolstering cybersecurity and digital resilience.
Cyber resilience is a fundamental change in understanding and accepting the true relationship between technology and risk. IT risk (or cyber risk, if you prefer) is actually business risk, and always has been. And the cybersecurity industry, for what it's worth, has generally avoided this concept because it goes against the narrative that their respective offerings—whether it's a firewall, IDS, monitoring tool, or otherwise—would be the one-size-fits-all silver bullet that can keep businesses safe. But reality tells a different story.