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Home » Archive for May, 2013

Competition: Review “Standard+Case” – Win a Kindle Fire

Write a review, chance to win a Kindle Fire Regular ITSM Review columnist Rob England (a.k.a. ‘The IT Skeptic’) has just published his latest contribution to the ITSM industry: “Plus! The Standard+Case Approach: See service response in a new light” Book blurb: “If your customers see your group as bureaucratic and inflexible… If your staff feel process bound… If your process doesn’t... 

Integrating IT management data to support ITSM

Integrating IT management plumbing to support ITSM processes With my Incident and Problem Management focussed review completed, I am now turning my attention to my next review project: Integration tools that compliment ITSM. Integration Tools complementing ITSM One of the key elements of delivering quality service to an organisation is to ensure that teams have relevant information to hand, to assist... 

The service desk shuffle: Collaboration trumps hot potatoes

Stuart Facey, VP of international at Bomgar Corporation When things go wrong with technology, organisations rely on their IT support teams to fix problems and help out. The traditional method for dealing with problems sees calls (or email requests) coming in and tickets going into the queue to be dealt with. If a first level support rep doesn’t have the skills to handle an issue, then it gets passed... 

Reader Census – Your Opinion Counts

Visitors from Saharan Africa, Madagascar and Cuba remain elusive (Google Analytics) A BIG thank you to all ITSM Review readers, supporters and contributors. We’ve just passed the 16,000 17,000 visitors a month threshold in May. I’m proud to say our growth has been 100% free range organic (Roughly 50% social media and 50% folks accidentally stumbling across us somewhere on the web).... 

Service desk collaboration: why Facebook walls and social streams are not the answer

Social updates firehose – why updating everyone with everything might not be the answer. This article has been contributed by Teon Rosandic, VP EMEA at xMatters . Why was the IT service management and help desk function created? Most likely, it stemmed from an idea to establish a task force of specialists capable of providing assistance in any complex technical issue. Over the decades, the service... 

The “Capita” Label – A Red Herring Swimming in the Moat of Castle ITIL

Chris Barrett, Capita Ever since the announcement of the Cabinet Office and Capita Group Joint Venture, the great, the good, and some of the rest have speculated here and there about the future of the Best Practices Portfolio. Chris Barrett (currently a Transformation Director at Capita Consulting) is one of the first of the newly appointed management team for the new joint venture company, and spoke... 

MyIT and first date syndrome

Demos well, will customers go for the second date? I sat in on a presentation of MyIT from BMC at SITS13 recently. In a nutshell, it aims to provide IT self service via a consumer oriented app. Being an App, it can take advantage of identity and location to provide a very relevant IT service experience. ‘Log an incident’, filling in ITSM oriented forms and generic intranet messages about... 

Capita and ITIL: The Good, The Bad and the Ugly

The Cabinet Office has entered into a joint venture with the outsourcing firm Capita to develop the ‘Best Management Practice’ portfolio, which includes ITIL and Prince2. For readers outside the UK the early announcements may benefit from some context. The UK treasury is between a rock and a hard place financially so joint ventures that generate cash from government owned intellectual property,...