News, Reviews and Resources for ITSM Professionals.

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    Enterprise Opinions Cup – Call for Drivers

    // Apr 16th, 2015

    Do you consider yourself as a frustrated Lewis Hamilton, or are you more like Maureen from Driving School? Do you like the thrill of speed, the competitive nature of racing and the smell of burning rubber? Let’s face it, it’s more likely that we’ll be like Maureen from Driving School. We are, after all, ITAM […]

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    Podcast Episode 10 – Self Service & Automation

    // Mar 5th, 2015

    In Episode 10 of the podcast Barclay Rae discusses the Self Service and automation with Simon Kent, Chief Innovation Officer at Sollertis Limited, Doug Tedder, ITSM Consultant at Tedder Consulting LLC  and Eddie Vidal, Manager of the UMIT Service Desk at the University of Miami. Topics include: What is self service? The disconnect between domestic self service and ITSM self […]

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    ITSM Conferences & Events

    // Feb 26th, 2015

    I find attending conferences and events extremely useful. There is a wealth of experience and knowledge in the shape of industry experts, vendors and people like you and me who have already gone through those pain points we are currently dealing with. All we have to do is listen, take notes and grab handouts. Useful […]

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    Certification Spotlight: PMP or ITIL Expert?

    // Feb 24th, 2015

    I’ve seen various posts and conversations over the last year or so on certification where the recurring question is posed…   PMP or ITIL Expert? Some may consider that the PMP certification is only useful for Project Managers or that the ITIL Expert certification only for ITSM professionals. This would be a limited view on […]

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    The End (to-End) is Nigh!

    // Feb 5th, 2015

    The way we consider, design and operate ‘End-to-End’ IT is about to end, or at least going to go through a fundamental change. There are plenty of evidence points; Shadow IT. Analyst organisational restructures. M&A transactions. Converging technologies. Current cost of I&O. The P&L’s of many organisations. New roles emerging in the enterprise such as […]

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    Podcast Episode 9 – SLM & the Currency of Business

    // Jan 22nd, 2015

    In Episode 9 of the podcast, SLM and the Currency of Business, Barclay Rae and myself discuss Service Level Management with Clive Davey, IT Service Level Manager at a leading financial institution in the UK. Topics include: Business currency Cost versus value Collaboration Real business risk and impact ‘We the business’ View all our podcasts on […]

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Opinion

How to Transition from a Reactive to Proactive Support Center

// May 21st, 2015
 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... 
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Tools

Coming Soon: ITAM and ITSM Integration Group Test

// Mar 19th, 2015
Our next Group Test will explore the relationship between the IT management disciplines of IT Asset Management (ITAM) and IT Service Management (ITSM). The review will explore the opportunities... 
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Podcast

Podcast Episode 11 – Structured Problem Analysis

// Apr 23rd, 2015
In Episode 11 of The ITSM Review podcast Rebecca Beach discusses structured problem analysis and problem solving methodologies with guests Simon Morris and Tobias Nyberg. Topics include: Strategic... 
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Events

ITSM Conferences & Events

// Feb 26th, 2015
I find attending conferences and events extremely useful. There is a wealth of experience and knowledge in the shape of industry experts, vendors and people like you and me who have already gone... 
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Practices

How to Get Bigger Budgets

// Mar 26th, 2015
This article has been contributed by Didier Moretti, VP/GM Service Desk Business at Atlassian Software   At the start of every year or quarter, senior managers across the organization... 
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Reviews

Review: Atlassian JIRA Service Desk and Confluence

// May 8th, 2015
This independent review is part of our Self Service Market Review. Self Service Market Review and Terms Also participating: Alemba Cased Dimensions Cherwell Service Management EasyVista Freshservice LANDESK... 
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