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Review: Marval Request Fulfilment

This independent review is part of our 2012 Request Fulfilment Group Test. See all participants and terms of the review here. Executive Summary Elevator Pitch Marval bring their “ITIL: Common sense written down” approach to their tool, which takes you to the root of the task to get the job done. Strengths Simplicity and Flexibility Weaknesses It would have been good to see what the supplied... 
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2012 Request Fulfilment Group Test – The Results

In a previous article I looked at what ITIL 2011 had added to the Request Fulfilment process and some of the pitfalls we may have seen with implementation in the past. This technology review looks at what this means, in practical terms, when approaching Request Fulfilment – what should we be looking for? Our goal is to highlight the key strengths, competitive differentiators and innovation in... 

Review: BMC Footprints Request Fulfilment

This independent review is part of our 2012 Request Fulfilment Group Test. See all participants and terms of the review here. Executive Summary Elevator Pitch Flexible entry-level ITSM solution, offering customisable services. Strengths Nice touch in incorporating screen-prompts to start to mould end user behaviour Weaknesses Text driven workflow is comprehensive but lacks the visual effect... 
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Review: Cherwell Software Request Fulfilment

This independent review is part of our 2012 Request Fulfilment Group Test. See all participants and terms of the review here. Executive Summary Elevator Pitch Cherwell offer a holistic approach by providing customers with a comprehensive out of the box offering, for fast deployment, and ease of use. Strengths Predefined forms based on their years of experience of what details are required, for... 
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Review: PMG Request Fulfilment

This independent review is part of our 2012 Request Fulfilment Group Test. See all participants and terms of the review here. Executive Summary Elevator Pitch A “rescue remedy” for replacing inadequate Service Catalogue/Request Fulfilment modules of ITSM Suites. Strengths A dedicated approach to providing enterprise delivery specifically around Service Catalogue & Request Fulfilment. Weaknesses Although... 
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Review: ServiceNow Request Fulfilment

This independent review is part of our 2012 Request Fulfilment Group Test. See all participants and terms of the review here. Executive Summary Elevator Pitch A solid integrated platform, with the focus on improving the user’s experience of Request Fulfilment, and also focussing on the equally important business view. Strengths They boast a unique approach of focussing on improving an end-user’s... 

A structured approach to problem solving

Those who have worked in IT Operations have a strong affinity with the skills of problem solving and troubleshooting. Although a huge amount of effort is taken to improve resiliency and redundancy of IT systems the ability to quickly diagnose the root cause of problems has never been more important and relevant. IT Service Management has gone a long way towards making practices standardised and repeatable.... 

Assessment Criteria for Incident Management

Our Request Fulfilment assessments have concluded. The full analysis will be published very shortly. Digging into Request Fulfilment have revealed some interesting elements! The original aim was to look at how the tools supported the process. Rather refreshingly, the vendors who participated also shared their experiences and some insight into their consulting approaches. We now turn our attention... 
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Guerilla ITSM: When management doesn't care

What should you do if management does not care? resign or stay and fight? What if no one cares? No matter where you turn for enlightenment or support when starting an ITSM journey, one of the first things you learn is that management support is essential, if not fundamental, to succeed. You only need to scan some LinkedIn groups or other forums scouting for questions like the ones I ask all the time: “Where... 

Will it ever be possible to innovate in outsourcing deployments?

Will it ever be possible to innovate in outsourcing deployments? Will it ever be possible to innovate in outsourcing deployments? I only ask, because you would think, in fact, that outsourcing deployments would be the perfect way in which to deliver small but effective areas of innovation. Yet the very nature of outsourcing, both for organisations and service providers, is proving to be its own worst...