Learn and Grow - AITSM Show 

Featured Special Interview With Neethi Upadhya 

AITSM - What No One Is Talking About (Part-2) - An Elephant In The Room

In the last episode, we discussed the elephant in the room. Were you able to guess it right? 

Hold your breath. It is CMDB. Configuration Management Database.

We discussed more exciting aspects of CMDB in this episode with Neethi Upadhya, Associate Director, ServiceNow practice at IBM.

How can a powerful CMDB help speed up the detection and remediation process or prevent the problem? What are the three metrics to assess or measure the health of CMDB? What is an effective way to use automation & AI with CMDB?

We'd learn a lot from her plenty of examples, conviction, and point-by-point discussion from two decades of rich experience. 

Don't miss the end, where she discusses an essential aspect of CMDB because of the changing landscape, templatized environments, and fail-over mechanism, to be explored in further episodes.

"If we can predict what is going to go down or what could go down and somebody acts on it even before the incident occurs, that gives you the nirvana state. Because then, your end-users are not affected. I think organizations are getting there, but that takes a lot of discipline into understanding, changing the way of working, changing your KPIs, and ensuring you give more importance to the CMDB."

"Having stale data or stale CMDB, it's worse than having no CMDB. Sometimes you can work without data. It is better than working with incorrect data. So, from the CMDB perspective, being dynamic and up-to-date becomes very critical."

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• What Are the Career Paths or Role Progressions Available in Service Operations?

Aslam: Below are the roles can be opted based on experience you have with operations. Service Desk Technician/Agent, Security Analyst....Read More 

Susan: Service operations offer several jobs in any service provider organization. The service desk, followed by request fulfillment and access management, is considered a junior-level role in progression.....Read More

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