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Home » Archive for June, 2012

Rob England: What is a Technical Service Catalogue?

Amtrak 14th Street Coach Yard (Chicago, IL, US): A railway provides other functions: track gangs who maintain the trackwork, dispatchers who control the movement of trains, yard crews who shuffle and shift rolling stock. It is clear that these are not services provided by the railway to its customers. They are internal functions. We are looking at railways (railroads) as a useful case study for talking... 

itSMF Regional Seminars: Where Speed Dating meets Networking?!

Speed Dating meets Networking? When I went to my first itSMF Regional Seminar last month, I never would have believed that I would be putting those words together! The event (hosted by Attenda for the London and South East region) was focussed on End to End Service Management, as well as that all important networking element. According to outgoing Chair Jane Suter, their last attempts hadn’t been... 

Asset Automation Brings Harmonious Orchestration

Bob Janssen, CTO, RES Software "IT must look at better ways of managing IT through innovative approaches to automation and orchestration" RES Software chief technology offer Bob Janssen says that IT management is being pushed in different directions, so how can we steady stage and make sure we’re all singing from the same song-sheet? The facts are simple, businesses want more information... 

Do SLAs hinder collaborative relationships with our supply chain?

Pretty much all outsourcing contracts in the IT Service Management world rely on, or at the very least, utilise the Service Level Agreement (SLA). Certainly they are important as they are the physical representation of performance of the contracting party and used as the measure by which trends in supplier performance is understood. But is there too much reliance on SLAs as a measure of performance... 

The "Fantasy" ITSM team

Who would be in your fantasy ITSM implementation team? After years of experience deploying ITSM solutions in a variety of customers,  and in the midst of a major soccer tournament here in Europe which brings out the managerial expert in football-watching folk, I found myself musing on what would be my “Fantasy” ITSM team. What is that seemingly mythical combination of team members that... 

Back to Basics: Why DO the ITIL Foundation Certification?

I was actually asked this question recently by a former colleague working in the IT Asset Management arena, in the context of whether the certification would help them in terms of IT contracting. I had to think long and hard about my answer, and having learned the hard way in previously trying to get contract work, it does tend to be something that recruiters expect contractors to have, particularly... 

Assessment Criteria for Request Fulfilment

We will soon begin our review of Request Fulfilment offerings in the ITSM market place. Our goal is to highlight the key strengths, competitive differentiators and innovation in the industry. In my previous article I looked at what ITIL 2011 had added to the process, and some of the pitfalls we may have seen in trying to implement Request Fulfilment in the past. I would now like to take a look at... 

IT Service Management At VMTurbo Speed

Holonomix MD Darren Prince Management software company VMTurbo has announced HoloSphereVMT, an operations/service desk management offering which has been developed with industry partner Holonomix. Claiming to be able to provide “out-of-the-box” integration with service desk solutions such as ServiceNow, Zendesk and OTRS, this new offering aims to reflect real-world customer requirements in its...