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Home » Archive for May, 2012

Winners and Losers in the ITSM Premier League

Six leading ITSM vendors went head to head this week at the itSMF UK Tools forum. The free event was held at the Etihad stadium in Manchester, home of the 2012 premier league winners Manchester City. This was openly promoted as a tool focused event. A perfect opportunity for some of the leading lights of the industry to showcase their technology and highlight their competitive differentiators. An opportunity... 

Request Fulfilment in ITIL 2011

"ITIL 2011 sees a hefty revision for the Request Fulfilment process." What is it? The ITIL® Request Fulfilment process exists to fulfil Service Requests – for the most part minor changes or requests for information. Request Fulfilment landed on us in ITIL v3 when there was now a clear distinction between service interruptions (Incidents) and requests from users (Service Requests for example... 

SDITS12 Session: "ITIL 2011: Any the wiser?"

2011 - Does anyone care? Having gained my ITIL® V3 Foundation Certification before the new ITIL 2011 updates, I was really keen to hear this key-note seminar, at the recent Service Desk & IT Support Show 2012. There was small gathering for the post-lunch session, and the assembled panel certainly did not lack experience. Roy Illsley, Ovum, led the panel discussions, and was joined on stage by... 

Knowledge12 Review: "Digital natives are spending more time in the feed"

Aprill Allen, Fred Luddy & Breed Lewis in New Orleans for #Know12 This review has been contributed by Aprill Allen. Collaboration and automation were the themes of the Knowledge12 event, ServiceNow’s user conference, which was held in the newly reopened Hyatt Regency in New Orleans from the 15-17 May. CEO, Frank Slootman, opened the event with a packed keynote session. Announcing the move... 

The Curious Technologist & The Case of the Analogies

Sometimes technicians, to paraphrase the character of Ian Malcolm, are: “… so preoccupied with whether or not they could, they didn’t stop to think if they should.” As the new analyst for The ITSM Review, I was presented with the objectives and characteristics of the role – namely that of The Curious Technologist. As I embark on this odyssey, I want these articles in particular to be a little... 

Service Desk and IT Support Show 2012 – All in all a good two days.

Diversified Communications reported a 13% increase in attendance Just before taking up my new role here as an Analyst for The ITSM Review, I was lucky enough to be given the chance to come to this show as preparation for the task ahead. Certainly on the second day, in our London “drought”, the shelter from the torrential rain provided by exhibitors was interesting, perplexing, and at times irritating,... 

Rob England: What is a Service Catalogue?

"The menu analogies we see all the time when talking about service catalogue are misleading. " We are looking at railways (railroads) as a useful case study for talking about service management. What is the service catalogue of a railway? If you said the timetable then I beg to differ.  If you said one-trip, return and monthly tickets I don’t agree either. The menu analogies we see all... 

MALC: Capstone? Or headstone for serial qualification hunters?

Capstone? Or headstone for serial qualification hunters? Do the new higher level certifications announced recently represent a pinnacle of an ITSM professional’s achivements? Update to ITIL® Managing Across the Lifecycle (MALC) and ITIL Master Qualifications 1st May 2012 saw the announcement that the top two tiers of the ITIL qualification pyramid are now updated to ITIL 2011 and live. For most... 

Introducing Ros Satar

It is with great pleasure that I welcome Ros Satar to The ITSM Review. Ros is joining as a regular blogger and ITSM technology Analyst. ROS SATAR “An IT Architect, with close to 20 years experience, working both in direct commercial engagements, and more recently within the outsourcing services.  Worked most recently in the Retail, Finance & Insurance, and Government/Transport Sectors. Strong... 

SERVICE DESK 2.0 -The Service Desk is dead…long live the Service Desk!

Service Desk 2.0: More about services, products and capabilities, less about incidents and fixes. We all know the world of IT is developing at a frightening pace. Has Service Management been left in the dust? I recently corresponded with Aale Roos,  ITSM Consultant and founder at Pohjoisviitta Oy, who argues that the old perception of the Service Desk has to be replaced with a new way of thinking. Q....