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Four Problem Management SLAs you really can't live without

Simon Higginson This article has been contributed by Simon Higginson. Problem Management is the intriguing discipline of the Service Management suite.  The IT Department is continually being asked to be proactive not reactive. Often in IT we presuppose what our customers in the business require, then give them a solution to issues that they didn’t know that they had.  But what happens when that... 

Everything is improvement

Traditionally Continual Service Improvement (CSI) is too often thought of as the last bit we put in place when formalising ITSM.  In fact, we need to start with CSI, and we need to plan a whole portfolio of improvements encompassing formal projects, planned changes, and improvements done as part of business-as-usual (BAU) operations.  And the ITIL ‘process’ is the wrong unit of work for... 

Barclay Rae: Assessment Criteria for Service Catalogue

Editor’s Note: We are very pleased to welcome Barclay Rae as Analyst and contributor to The ITSM Review. Barclay is a well respected pillar of the ITSM community and we look forward to publishing his first analysis. I will soon be started a competitive analysis of Service Catalogue offerings in the ITSM market. As with previous reviews completed on The ITSM Review my goal will be to highlight... 
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CGI/Logica gains 5-star Service Desk Institute accreditation

Tessa Troubridge, Managing Director, SDI Logica is positively beaming with a friendly welcoming smile this month after receiving news that it has been awarded 5-star certification by the Service Desk Institute (SDI) for its UK service desk. Now part of CGI Group Inc. as a trading entity, this is apparently the first time that any organisation has achieved the 5-star standard. The CGI/LogicaUK service... 

Review: itSMF UK Tooling Event [January 2013]

itSMF UK Chair Colin Rudd itSMF UK Tooling Event, London, January 25th 2013 I attended the itSMF UK Tooling event on 25th January in central London. That week in the UK was bitterly cold with lots of snow – so this event had low turnout or cancelled written all over it. However, hats off to the itSMF UK events crew who managed to persuade around 100 ITSM folks to brave the snow and ice and discuss... 

Coming Soon: Axios, BMC, Cherwell, NetSupport, TOPdesk & Nexthink Slog it out

Axios, BMC, Cherwell, NetSupport, TOPdesk & Nexthink slog it out for our Incident and Problem Management review Axios, BMC, Cherwell, NetSupport, TOPdesk and Nexthink are confirmed participants for our upcoming ‘Incident and Problem Management’ review. Our assessment Criteria at a Glance: Logging & Categorization Tracking Lifecycle Tracking Prioritisation Escalations Major Incidents and... 

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