indunil.thembuwana, Author at IT Service Mindset

January 16, 2026 ITSM

Why Workflow Design Is the New Infrastructure

Understanding the Shift from Traditional Infrastructure to Workflow Design The business landscape is experiencing a fundamental transformation in how we

June 22, 2025 ITSM

Scrum Master vs Product Owner: Understanding the Key Differences

In the world of Agile software development, two roles often cause confusion: the Scrum Master and the Product Owner. While

How Can ITSM Practices Evolve to Support the Growing Demand for Hyperautomation and Seamless Digital Workflows Across the Enterprise?

Estimated reading time: 7 minutes Understand the importance of hyperautomation in business efficiency. Identify challenges of traditional ITSM practices. Adopt

June 15, 2025 ITSM / ServiceNow

🚨 Is Your SME Ready for a Crisis? How Digital Tools Are Transforming Crisis Management

In today’s fast-paced and unpredictable business environment, crises can strike at any moment—natural disasters, cyberattacks, supply chain disruptions, or economic

June 14, 2025 Artificial Intelligence / Incident Management / ITSM / ServiceNow

Smarter Incident Management: How ServiceNow’s Machine Learning is Transforming IT Service Delivery

Have you ever experienced the frustration of a long-drawn IT incident resolution process? The back-and-forth communication, manual categorisation, and endless

June 11, 2025 Artificial Intelligence / ITSM

How to Leverage Chatbots in Companies to Provide Better IT Service: Examples, Opportunities, and Challenges

Estimated reading time: 5 minutes 24/7 Availability: Chatbots provide instant support around the clock. Cost Efficiency: Automation reduces reliance on

June 10, 2025 Incident Management / ITSM / Problem Management

How to Help Companies Manage Their ITSM Problems Efficiently Using the ITIL Framework

Estimated reading time: 8 minutes Implement structured ITIL processes for better IT service management. Foster effective communication and knowledge sharing