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DevOps and ITIL: Why Can't We Be Friends?

The IT world we know and love exists today thanks to the bedrock of the IT community: ITIL, the IT Infrastructure Library. Since ITIL’s inception 26 years ago, the world has changed and an app exists for everything – shopping, messaging, ride sharing, or just staying connected via social media. We’re in the midst of a new technological age. This evolution has been guided by agile methodology... 

How to Transition from a Reactive to Proactive Support Center

 This article has been contributed by Sid Suri, Vice President of Marketing for Atlassians’s JIRA Service Desk.  Sid Suri, Vice President of Marketing for Atlassian’s JIRA Service Desk For years, support centers have focused on reacting to problems. According to research from SDI (Service Desk Institute), 67% of of a service desk’s time is spent firefighting. This reactive... 

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