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Service Management Industry Insights & News

The Importance of Asking “Why?” in Business

“Daddy, why is water wet?” “Mommy, why is the sky blue?” “Why, why, why, why, why?” When we hear children ask those never-ending round of questions beginning with “why,” we might want to pull our hair out. So, it’s understandable that when we hear “why?” from another adult, there can be some uncertainty, even frustration. …

ServiceNow® Studio Code Search: A Developer’s Best Friend

Since the release of Geneva, ServiceNow Studio has been included for developers to aid in creating and managing custom applications in one centralized place. I’m not going to dive into the different options and tools that are available within this application, but rather focus on a single piece of functionality included with Studio: Code Search. …

The Changing Face of SecOps

Security Operations (SecOps) continues to evolve in significant ways. This year marks the seventh anniversary of the “Stuxnet” virus, which provides a good opportunity to reflect on how it fundamentally changed the state of information security operations.

How Data Certification Makes Managing Data in ServiceNow Easier

ServiceNow has the capability to store massive amounts of data for your organization. This data comes in from different sources and is vital to the success of the business. However, depending on the size of your company, the information being stored can become unmanageable quickly, and reporting on assets and other components can get skewed. …

A “Top 10 List” for Successful Project Planning

Have you ever thought about what goes into project planning? A lot of people probably look at it and think, “that doesn’t look that hard—I bet I could do it.” But things look easier than they are when the person doing them is a pro. Project planning, if done effectively, is one of those things. …

Take Your Eye Off The Ball

Take your eye off the ball to see the future of IT Service Management Do you ever wish that you could predict what your customers will need most in 1, 5 or 10 years? Wouldn’t it be great to know what technologies to prepare for and which specialties to focus on? While I can’t provide …

Exceptional Customer Service: Beyond the Bottom Line

Good customer service is good business. In a highly competitive marketplace, a company with lousy customer service won’t be around long. Beyond helping a business’s bottom line, exceptional customer service allows a business to connect with people at a personal level, build relationships, heighten employee’s enjoyment at work, and build the kind of customer loyalty …

A Model Service Catalog for Higher Education – INFOGRAPHIC

Higher education technology service organizations share many of the same goals, challenges, and opportunities, one of which is how to best represent the services they provide to their communities by means of the Service Catalog. With all they share in common, a model Service Catalog could be developed for the benefit of IT leaders in …

The Future of Technology’s Impact on Higher Education Whitepaper

Higher Education Sector’s Service Management Transformation Organizations in virtually every industry have been challenged by a perpetual proliferation of new technologies and evolving consumer demands. In higher education, administrators have had to be exceptionally swift in their management of new services and IT environments, especially given the increasing volumes of enrollments across the nation. Whereas …