News, Reviews and Resources for ITSM Professionals.

  • ppm

    Proactive Problem Management Review [2014] – The Results

    // Nov 6th, 2014

    This is a competitive review of software vendors who offer proactive problem management capabilities as part of their IT service management (ITSM) tool. Products reviewed: Freshservice Nexthink ManageEngine ServiceDesk Plus Alemba vFire [BEST IN CLASS]  Proactive Problem Management 2014  There seems to be a imbalance within proactive problem management and alerting generally that means that [...]

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  • Enterprise Opinions

    Ranking ITSM tools by customer satisfaction

    // Sep 23rd, 2014

    We are introducing a new directory for ITSM tools called Tools Advisor. The aim is to build a definitive industry directory of ITSM tools in one place to help prospective buyers with tool selection. We’ve begun our directory with a review of 14 different ITSM tools. See www.enterpriseopinions.com Write a review Do you agree with our [...]

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  • customize-in-house

    ITSM Tools Universe Preview: How aligned are ITSM tool vendors to their customers?

    // Jul 24th, 2014

    Rebecca Beach has been locked away in ITSM Review labs reviewing technology and crunching numbers for the last few months in preparation for our ITSM Tools Universe research. I am very pleased to say that we’ll be lifting the lid on the research in the next few weeks. In this article I’ll provide a quick [...]

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  • CCR

    Change, Configuration and Release Review – The results (2014)

    // Jun 12th, 2014

    This is a competitive review of software vendors who offer Change, Configuration and Release capabilities as part of their IT service management (ITSM) solution. Products reviewed: Axios Cherwell ITinvolve TOPdesk Change, Configuration and Release 2014 Best in Class ITinvolve has taken huge strides in the ITSM arena with Service Manager by embracing the adage “knowledge [...]

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  • http://austinkleon.com/steal/

    Knowledge14, steal like an artist

    // May 19th, 2014

    In this article, I hope to capture my thoughts and experiences from Knowledge14, the ServiceNow annual conference. See an early preview from the first day here [Live from Knowledge14 – ServiceNow preview Kanban visual tasks boards] Steal like an artist Fred Luddy, CPO and Founder of ServiceNow, quoted Steve Jobs during his keynote: “Good artists [...]

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  • Robert (Bob) Stambaugh, Manager, IT Service and Asset Management at Domtar, South Carolina, USA

    Case Study: Domtar decimate ITSM tool configuration costs with codeless

    // Feb 13th, 2014

    One of the first articles we published on the ITSM Review back in 2011 described the market shift from consulting-heavy customized ITSM projects to the simplicity of ‘configure it yourself’ SaaS based offerings, and in particular the significant change in cost structure (‘The ITSM Pricing Ouch-o-meter). Agile ITSM Once upon a time the ability of [...]

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Opinion

Too much Shadow IT? Sunlight is the best disinfectant

// Oct 27th, 2014
“Sunlight is the best disinfectant” U.S. Supreme Court Justice Louis Brandeis. Could issues with Shadow IT be addressed by openness and communications? A lot of people confuse the term... 
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Tools

Proactive Problem Management Review [2014] – The Results

// Nov 6th, 2014
This is a competitive review of software vendors who offer proactive problem management capabilities as part of their IT service management (ITSM) tool. Products reviewed: Freshservice Nexthink ManageEngine... 
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Podcast

Podcast Episode 6 – ITIL Manifesto

// Oct 31st, 2014
In this episode regular host Barclay Rae talks to Rob Spencer regarding the ITIL Manifesto initiative. A community effort at articulating the core business values into bite-size chunks, an elevator... 
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Events

ITSM14 Conference

// Nov 13th, 2014
OVO Energy win IT Service Management Team of the Year at ITSM14 This ITSM14 conference article is written jointly between myself, Vawns Murphy Guest of Virgin Media and Duncan Watkins of SHL... 
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Practices

Project success with Organizational Change Management (OCR)

// Nov 24th, 2014
Prepare for three camps in your communications This article has been contributed by Mike DePolis, ITSM Practice Lead at Fruition Partners.  Organizations that are undertaking an ITSM initiative... 
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Reviews

Event Review, itSMF India Annual Conference, Bangalore

// Nov 13th, 2014
itSMF India held their 2nd annual conference at the Vivanta Hotel in Bangalore on the 5th November. My quick video review is below. Some thought provoking presentations, interactive panel sessions... 
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