News, Reviews and Resources for ITSM Professionals.

  • 5060190676_a7088dc672_z

    Social Meet Up: 30th April

    // Apr 4th, 2014

    Given that the annual IT service desk and support show (SITS) is nearly upon us, I figured it made sense to schedule a social meet up for all the cool kids for straight after the event. Of course some of the cool kids will be in San Francisco for Knowledge14 (our own Martin Thompson and [...]

  • 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 [...]

  • Merry Christmas and a Happy New Year!

    2013: A Year in ITSM Review

    // Dec 23rd, 2013

    As 2013 begins to draw to a close, I thought it would be nice to finish off the year with a final article that’s an overview of what has happened at the ITSM Review over the last 12 months.  That’s right, this will be our last post for 2013 because the entire team is heading [...]

  • Flow diagram showing the five areas of Change, Config and Release.  These will not always be used in order and Auditing and Reporting should be ongoing.

    Assessment Criteria – Change, Config and Release

    // Nov 29th, 2013

    Today we begin our competitive analysis of Change, Config and Release.  As with previous reviews our goal will be to highlight the key strengths, competitive differentiators and innovation in the industry. Widely recognised as key to the successful preservation of production systems, the ITSM processes of Change, Config and Release are perceived as pivotal to [...]

  • Integrations-Number-of-Customers

    Integrations 2013 Group Test – The Results

    // Nov 29th, 2013

    This is a competitive review of software products and vendors who offer integrations to other technologies and data sources. Products reviewed: Absolute Software BDNA Bomgar Cherwell EasyVista LANDesk ManageEngine Matrix42 Nexthink ServiceNow Download Review (Free PDF, No Registration Required – 605kb, 12 Pages) Integrations 2013 Best in Class BDNA. It is a concept so simple [...]



Podcast Episode 2: ‘Hot tables’ at SITS, ITSM Industry News, CSI and Barclay in his onesie?

// Apr 12th, 2014
Thanks to our friends at ManageEngine for sponsoring this podcast. Episode 2 of The ITSM Review Podcast! Hosted by Barclay Rae and Rebecca Beach. Special Guest: Stuart Rance from Optimal Service... 
More »