Cloud adoption across Nigeria and Ghana has accelerated—driven by fintech, healthtech, and logistics SaaS platforms scaling faster than the surrounding infrastructure. But the faster the growth, the harder the fall. When cloud downtime  hits, the process maturity  behind the servers flounder. Even with global providers promising 99.9% uptime, regional outages and lagging recovery times persist because the local operational ecosystem isn’t built for immediate response . Escala

AI adoption in ITSM is inevitable. However, this transformative power comes with a weighty trade-off. Integrating AI into IT Service Management means entrusting mission-critical data and core operational decisions to algorithms. This power brings equally significant responsibility: when algorithms handle sensitive data and make service-critical decisions, governance becomes the foundation for sustainable innovation. A recent PwC Africa AI Survey found that three-quarters of A

The concept of “help desk tickets” is fading away, and more often seen is Service Request Management (SRM) , a discipline, system, and mindset that defines how organisations handle routine employee and customer demands for access, support, services, or information. For C-suite leaders in Africa aiming to leapfrog legacy inefficiencies, SRM is foundational to agility, cost control, and competitive positioning. Onpoint , with its deep industry experience and African footprint,