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Home » Archive for July, 2013

Tough Talk – Why Crucial Conversations are the heart of ITSM adoption

I started the day with great expectations. We had a new process. We had spent a lot of time designing and tweaking. And so I went into my meeting excited to explain the new process. Alas, I was not ready for what was about to happen. Barely ten minutes into the explanation of the process, the first salvo was fired: “This is not what we do. That will not work.” The exchange over the process... 

Integrations Group Test line up announced

Winning team: Which tool set will lead our Integration Group Test by Ros Satar (…and gratuitous shot of Chris Froome in his yellow jersey enroute to win the 100th edition of the Tour de France with Team Sky) Absolute Software, BDNA, Bomgar, Cherwell, EasyVista, LANDesk, ManageEngine, Matrix42, Nexthink and ServiceNow are confirmed participants for our upcoming ‘Integrations’ review. The... 

Simple steps towards Agility and Service Management improvement

There have been many hundreds of words recently written on the subject of Agile Development and IT Operations practices. For the average ITSM practitioner, however, a life where both are interwoven into the organisations day-to-day work seems as unattainable as ever. Sure, you might work for one of the few organisations that practices DevOps. If so congratulations… you’re one of the cool... 

Future of ITIL workshop – some shared feedback

Word Cloud of all feedback from attendeesNot just feedback listed in this article Following on from the two-day AXELOS workshop, ITSM Review reached out to the attendees with three simple questions: How did the workshop go? What were the key achievements? What do you think are the key opportunities for the future? We also asked the AXELOS team to summarize their thoughts from the two days.  The... 

Future of ITIL workshop – a little insight

The following comment piece is contributed by Stuart Rance of HP and Stephen Mann of ServiceNow. Yesterday a number of ITSM professionals convened in London to talk about the future of ITIL. From the get-go, it was stressed that the purpose of the meeting was to provide input to AXELOS’ thinking and not to make decisions. Who was involved? It was a passionate group of people that represented: ITIL... 

Met Office reduces (software) forecast errors

The Met Office has to implemented a new software release and deployment automation solution to reduce the number of software planning, delivery, deployment and execution errors it needs to handle on a day to day basis. Image credit: http://www.metoffice.gov.uk/ The UK national weather and climate services authority has worked with specialist partner in release and deployment management solutions Cachet... 

So you want to be an ITSM consultant?

So you want to be an ITSM consultant?  Why not pit your wits against Peter and analyse this financial services case study. Do you agree with Peter’s analysis? How would your diagnosis differ? Case Study Introduction – The scenario By  Peter Brooks. There’s an interesting article on Financial Trading systems here. It raises many questions, and I thought it would be interesting to see... 

The Chips Are Down at Know 13, Vegas

There is something so unique about visiting Las Vegas – Home to ServiceNow’s Knowledge13 this year Quite apart from the breath-taking scenery as you fly in (we’ll forget about the nerve racking sprint through Chicago and making the connecting flight literally with minutes to spare for now), it is like a whole other world. And that also goes for the resort complex – held in the Aria complex,... 

Teleopti Shines With 4 Star SDI Certification

Swedish WorkForce Management (WFM) and Telecom Expense Management (TEM) company Teleopti has been awarded a “coveted” 4 star Service Desk Certification maturity rating from the Service Desk Institute (SDI). The company had held a 3 star certification since 2010. Teleopti’s service desk joins a select group of worldwide teams who have achieved a 4 star certification including those from Telefónica,... 

Service Catalogue 2013 Group Test – The Results

This is a review of software products and vendors in the ‘Service Catalogue’ market area. This is a complex and varied market place and consideration should be given to the Market Overview section. Download Review (Free PDF, No Registration Required – 405kb, 8 Pages) Service Catalogue 2013 Best in Class: Axios Systems Service Catalogue 2013 Best in Class Axios – scalable to big customized...