News, Reviews and Resources for ITSM Professionals.

Home » Archive for March, 2012

Barclay Rae: The Service Desk Inspector

Barclay Rae, The Service Desk Inspector ITSM Industry stalwart Barclay Rae has been working with SDI to produce some short, digestible video clips sharing news, rants and opinion on all things service management. Barclay’s latest feature is the “Service Desk Inspector” whereby Barclay visits real organizations and offers his advice: “Programmes will follow real organizations as... 

Moving Beyond ITSM Maturity Assessments

Maturity assessments are popular for kick-starting ITSM initiatives. It allows an organization to spot gaps and prioritize areas for improvement. However, the half-life of a maturity assessment is remarkably short and the impact of the glossy report can quickly fade. The key messages and compelling recommendations can soon be lost in the noise of other projects and new fires to fight. What stops the... 

Introducing Aprill

Aprill Allen, 'Knowledgebird' I am very pleased to announce that Aprill Allen is joining The ITSM Review. Aprill is passionate about Knowledge Management: capturing corporate knowledge and sharing it effectively. She has 13 years of helpdesk experience under her belt; working in tier 1, tier 2 and tier 2.5 roles for ISPs, Telco’s and financial institutions and has written an award winning... 

Event Listing: Service Catalogues & Service Portfolios Seminar, itSMF UK, 18th April, Solihull

National Motorcycle Museum, Solihull What? itSMF UK Seminar – Service Catalogues & Service Portfolios “Service catalogue, service portfolio and service level management are the essential elements of the relationship between IT and the business.  Without these processes in place, it is increasingly difficult to define what IT services are available to the business and on what basis. But the... 

Free Access to Ten Gartner ITSM Research Papers

Cracks in the Paywall? It appears Gartner are banging the new business drum and are a offering 90 day trial access to their online research. Visit this page to claim your 90 day subscription (NOT an affiliate link) View this video to learn more about the offer. I’m not a Gartner client so I took advantage of this offer to gain access to the following: How to Assess ITIL Effectiveness With a... 

How to Provide Support for VIPs

One of the outcomes of IT Service Management is the regulation, consistency and predictability in the delivery of services. I remember working in IT before Service Management was adopted by our organisation and realising that we would over-service some customers and under-service others. Not intentionally but we didn’t have a way of regulating our work and making our output predicatable. Our... 

Twelve IT Helpdesks For Under $1,000

Say What You See ITSM folklore states that the helpdesk software market is heavily oversaturated. Companies don’t suddenly discover the need for an IT helpdesk – it is a replacement market. That may be the case for large enterprises, but this overlooks the enormous market of small and growing businesses. In the UK for example the Federation of Small Businesses claims that 99% of UK business activity...