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Home » Archive for July, 2012

Skills Framework for the Information Age (SFIA) Quick Guide

I know, it actually sounds like something they used to show early in the morning when I was growing up as part of an adult learning initiative, long before children’s television schedules took off. The first I heard of it was at the itSMF Regional Seminar in Staines, as part of the “speed-dating” networking sessions, as Matthew Burrows had just finished writing the pocket book. Before chatting... 

Service Management’s 4 Golden C’s: Codeless Configuration & Complete Customisation

Edinburgh Castle from Princes Park. Cherwell Software has won a new customer for its Service Desk software solutions in the shape of Baillie Gifford, an independent investment management partnership based in Edinburgh, Scotland. Baillie Gifford is one of the largest investment trust managers in the UK. The firm is wholly owned by 36 partners and manages in excess of £75 billion with 700 staff. Complete... 

itSMF 2012: 21 Years Of Knowledge & Vision

Service Management should always be capitalised in full when it precedes the word Forum — in relation to the itSMF UK’s Conference and Exhibition. With this rule of protocol laid down then, we can now point to the ITSM12 conference, which is this year being staged from November 5th to 6th at the Novotel London West. NOTE: That’s W6 8DR and Hammersmith Tube for those of you that want to mark... 

Coming Soon: BMC vs. Cherwell vs. Marval vs. PMG vs. ServiceNow

BMC, Cherwell & ServiceNow will fight it out over Request Fulfilment ITSM Industry heavyweights BMC, Cherwell, Marval, PMG and ServiceNow are confirmed participants for our upcoming ‘Request Fulfilment’ review. Our approach to product reviews is significantly different to other ITSM industry research: TOOLS NOT FRAMEWORKS: We focus on market differentiators and strengths. Our goal... 

Jarod Greene, Gartner "The players haven’t changed, but the game has"

Who will be the winners and losers in the new Gartner Quadrant to define the ITSM market? This interview has been contributed by Aprill Allen of Knowledgebird. If your helpdesk experience is anything like mine was, you’ve been taking calls and tracking tickets in whatever software solution the decision makers handed down. So, when I first heard my experienced ITSM colleagues discussing the Gartner... 

Supplier Relationship Management – An emerging capability in the ITSM toolbox

"Development opportunities can be completely missed because the two organizations have not properly explored how to grow together, indeed contractor enthusiasm may be misinterpreted as land grabbing." Paul Mallory is VP Europe and Africa for the IACCM, with responsibility for member services, training and certification and research. The recent article on the role that SLAs play in the relationship... 

The RBS Glitch – A Wake Up Call?

More than a fortnight (from the last couple of weeks of June) after a “glitch” affected Royal Bank of Scotland (RBS), Natwest and Ulster Bank accounts, the fall-out continues with the manual processing backlog still affecting Ulster Bank customers. Now, the Online Oxford Dictionary defines a glitch as: a sudden, usually temporary malfunction or fault of equipment I don’t think anyone affected... 

Free ITIL Training?

I have a confession – I am a data squirrel. Any template, anything Visio-flavoured, anything that might prove useful for meetings, documentation – I snaffle it and put it somewhere safe. Freebie ITIL material, however, is a different beast.  There are things out there if you look, some useful, somewhere one might have to be a bit more creative, but there is stuff out there. Free ITIL Training There...