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Reasons to be cheerful: ITSM in the ascendancy at #SITS13

I have just returned from the Service Desk and IT Support show held at Earls Court in London over the last couple of days. It has been great to catch up with industry friends: old, new and digital. A snapshot of ITSM Industry sentiment from the last two days would be: Buoyant If 2012 was about thinking/planning, 2013 is about doing Many more organizations are looking to proceed with projects and have... 

Review: Axios assyst

This independent review is part of our 2013 Incident and Problem Review. See all participants and terms of the review here. Executive Summary Elevator Pitch A tidy interface, driven by product hierarchies, and backed up with a potentially powerful CMDB.Work put in to configure the Info Zone, Guidance and FAQs can make the job of the Service Desk, Analysts, and even the end user interaction easier. Strengths Crisp... 

Review: BMC Footprints

This independent review is part of our 2013 Incident and Problem Review. See all participants and terms of the review here. Executive Summary Elevator Pitch An improved interface and comprehensive coverage of Incident and Problem Management, with some added innovation to make scheduling work a little easier for Service Desks and support staff alike. Strengths Logging by Type, Category and Symptom... 

Review: Cherwell

This independent review is part of our 2013 Incident and Problem Review. See all participants and terms of the review here. Executive Summary Elevator Pitch Cherwell use intelligent interfaces and well constructed forms to automate the basics of the processes in a comprehensive and informative way. Strengths Core stages of process management as part of the user interface In-context configuration... 

Review: TOPdesk

This independent review is part of our 2013 Incident and Problem Review. See all participants and terms of the review here. Executive Summary Elevator Pitch TOPdesk adds Kanban-type resource scheduling to add a new dimension onto Incident and Problem Management. Strengths The Plan Board incorporates a Kanban style approach to scheduling tasks to help drive efficient resourcing Keywords trigger... 

Review: Nexthink

This independent review is part of our 2013 Incident and Problem Review. See all participants and terms of the review here. Executive Summary Elevator Pitch If systems management monitoring takes care of servers, Nexthink presents you all you need to know about the end-user side of the coin. Nexthink sits apart from the nuts and bolts of Service Management tooling, but offer guidance to analysts... 

2013 Incident and Problem Tools Review

Tools Reviewed: Axios assyst BMC FootPrints Cherwell Service Management Nexthink TOPdesk Download Review (Free PDF, No Registration Required – 601kb, 7 Pages) INTRODUCTION Incident and Problem Management are such mainstays of an ITSM tool, it is quite hard to find a way to dig through the differentiators. The process and the related workflows themselves are so seemingly straight forward, are... 

How good Change Management can still sink ships

RMS Titanic departing Southampton on 10 April 1912 The sinking of the Titanic has become synonymous with epic failure, brought on by ego and arrogance. But if you look at the immediate actions of the crew, you’ll find a fairly rapid and well orchestrated response to a (Emergency) Request for Change. The Titanic Story (in short) The lookouts were perched high in the crow’s nest scanning... 

Race against the machine

I listened to a fascinating podcast today on the role of technology in the US economy. This will be of particular interest to younger readers of the ITSM Review who might be thinking about what career path to plot or those with a general interest in the exponential growth of IT. SERIES: Peter Day’s World of Business EPISODE: GlobalBiz: Race against the machine 30th March 2013 [27 minutes] “Peter... 

INFOGRAPHIC: Service Desk 2013 – A view from the frontline

Interesting infographic from Cherwell Software below. “The SDI / Cherwell Software Service Desk 2013 survey [conducted December 2012] asked Service Desk professionals for their hopes, dreams, fears, frustrations and priorities for 2013. Here are the results…. the view from the frontline.” ‘Increasing our value to the business’ is still the number 1 priority. (Am I alone in...