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Stephen Mann – ITSM Tool Verification: A Good Or Bad Thing?

ITSM Tool Certifications - Good or Bad Thing? What is your view? This article has been contributed by Stephen Mann, Senior Analyst at Forrester Research. I recently stumbled upon the fact that Pink Elephant had introduced a new PinkVERIFY “version,” PinkVERIFY 2011, I assume to move into line with ITIL 2011. It reminded me that I still owed the IT Service Management (ITSM) Community a blog on such... 

Stepping Out of The Shadows to Contribute

"Where do I find the answers to my boss’ stupid questions?" I’m a newbie when it comes to IT Service Management. Haven’t been around long and don’t have a great deal of experience in this area. As many of us inexperienced but eager people do, I read blogs, discussion forums, Twitter streams, LinkedIn groups and try to absorb as much valuable information as possible. And it’s marvelous... 

TFT12: Tomorrow's IT Service Future

The first 24-hour global ITSM virtual conference will be held courtesy of the Service Desk Institute and calls for speakers have already gone out as of August 1 this year. Topics covered will be pertinent to customer service, IT support, best practices, social IT, people management and ITSM processes — and online interactivity will govern much of how the content here will be presented. This global... 

Can ITSM Projects do the Kanban?

In these uncertain economic times the watch words of the moment seem to be: “Do more with (continually) less” The effects of outsourcing both to clients of service providers and within their own organisations too means that support groups need to be as efficient as they can with (quite frankly) what they have left. Could the visual scheduling tool LeanKitKanban, a web-based virtual signboard and... 

Gartner Magic Quadrant for IT Service Support Management Tools (ITSSM) 2012

The extra 's' - a genuine new market definition or marketing fluff? Gartner have recently published their Magic Quadrant for IT Service Support Management (ITSSM). The research includes Axios Systems, BMC, CA Technologies, Cherwell Software, EasyVista, FrontRange Solutions, Hornbill, HP, IBM, LANDesk and ServiceNow. In a nutshell: BMC came out on top, closely followed by ServiceNow Everybody... 

ITSM Review Visitor Analytics

A glimpse into the viewing habits of ITSM Review readers from 3rd August 2011 to 31st July 2012 via Google Analytics. Where do visitors live? – Top 10 United States 32% United Kingdom 26% Australia 6% India 6% Canada 4% Netherlands 2% Germany 2% Spain 1% France 1% Long tail of other 132 Countries 18% Visitor Countries Views on a mobile device 9% (59% of which was via an iPad) Where do Visitors... 

Top 25 ITSM Pundits by Klout [August 2012 Update]

ITSM Pundits Leading the Industry The list below contains my view on the key influencers, practitioners and personalities from the ITSM industry ranked by Klout (a measure of online influence) Top 25 ITSM Pundits by Klout Stephen Mann 64 Chris Dancy 63 Jarod Greene 62 Aprill Allen 62 Karren Ferris 61 Patrick Bolger 61 Tristan Boot 61 Brian Hollandsworth 60 Roy Atkinson 60 Rob England 60 William... 

Rob England: The People in ITSM

Maori proverb: "He aha te mea nui? He tangata. He tangata. He tangata." What is the most important thing? It is people, it is people, it is people. It’s all about the people. A service exists to serve people.  It is built and delivered by people. Even in the most technical domains like IT, the service is about managing information for people to use, and managing the way they use it. When... 

Review: itSMF Continual Service Improvement SIG

Like many who work in ITSM, I am of course aware of the need for, and the importance of Continual Service Improvement throughout the Service Management Lifecycle. But what does it entail in real terms, and not just what I read on the ITIL course/in the books? I came along to the itSMF CSI SIG, held in London to find out. CSI in a nutshell The purpose of CSI is to constantly look at ways of improving... 

Gazing deep into the prISM

prISM: 'Dark side of ITSM?' or genuine professional recognition? At first glance, the new prISM credential scheme seems to be a qualification too far, as I consider improving my ITSM skills by going for the first of my ITIL Intermediate levels. The take up so far seems to belong to an select group, much like those who piloted the new ITIL Master scheme, and perhaps it is too early for that...