News, Reviews and Resources for ITSM Professionals.

  • 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 Write a review Do you agree with our [...]

  • 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 [...]

  • 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 [...]


    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 [...]

  • ss4

    Technology Review: Solarwinds Web Help Desk (WHD) V 12.1

    // Apr 3rd, 2014

    This is an independent review of Solarwinds Web Help Desk, reviewed in March 2014. AT A GLANCE A global leader in the market of service automation software and remote management SolarWinds mission is to provide purpose-built products designed to make IT professional’s jobs easier. This review takes a look at the core capabilities, the route [...]

  • 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 [...]