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2013: A Year in ITSM Review

Merry Christmas and a Happy New Year! As 2013 begins to draw to a close, I thought it would be nice to finish off the year with a final article that’s an overview of what has happened at the ITSM Review over the last 12 months.  That’s right, this will be our last post for 2013 because the entire team is heading off to fill their faces with mince pies and sherry. But don’t worry we’ll be back... 

Balance your productivity books

What did you achieve in 2013? The end of the year is coming and if you are anything like me you find time to reflect and ponder over the year that has passed. This year I had a chance to show myself that I have actually made a difference to my organization and that my work has been valuable. I recently had the good fortune to speak at the itSMF Sweden Expo 2013 in Gothenburg. It was actually the first... 

itSMF Estonia Conference Round-up

Beautiful Estonia On Wednesday 11th December, in a very cold and snowy Tallinn, President of itSMF Estonia, Kaimar Karu kicked off the annual itSMF Estonia conference by introducing all of the speakers and encouraging delegates to ask questions of them throughout the day. Kaimar had managed once again to raise attendance of the conference (by 10%), with representation from 10 different countries, and... 

CSI puts the ‘taste’ back in Service Management

Francois Biccard This article has been contributed by Francois Biccard, Support Manager. We have all probably heard the slogan ”Common sense is like deodorant, the people who need it most never use it”. In my observation that probably rings true for many organisations when it relates to a Continual Service Improvement (CSI) plan or strategy. The more an organisation grows, the more it becomes an... 

Pink Elephant 18th Annual International IT Service Management Conference & Exhibition

Fatima Cabral, CEO and George Spalding, Executive Vice Preseident at Pink Elephant delivered the opening keynote at PINK 2013 We are excited to announce that we will be a Media Partner for Pink Elephant’s 18th Annual International IT Service Management Conference & Exhibition (aka Pink14), 16-19 February 2014, at the Bellagio Hotel in Las Vegas. The event brings together 1,500 like-minded IT... 

Collaborative IT Support at the University of Reading

Joel Bomgar, Founder & CEO of Bomgar with Gordon Roberts, Customer Services & Communications Manager, IT Services for University of Reading Since 2012 British Universities have been able to charge £9,000 (about $15,000) per year for tuition fees. I wrote last year, following the itSMF regional at the University of Exeter, that this charging policy shifts the relationship between undergraduates... 

itSMF Estonia Preview: Standardizing the delivery of public services

Janek Razov Ahead of his presentation at itSMF Estonia, we caught up with Janek Rozov, Head of Information Society Services Development Department at the Ministry of Economic Affairs and Communications. The Ministry of Economic Affairs and Communications in Estonia has taken the lead in standardizing the delivery of public services. Can you please explain why this initiative has been undertaken and... 

ITSM Big 4 – the practitioner view

What would your four key topics be? For 2014 itSMF UK has decided to focus on four key topics that will drive its agenda for the next 12 months.  These topics will be the basis for all of its content, events, SIGs, Regionals, and Masterclasses throughout next year. The aim is to create a sense of coherence and continuity across all of its activities and give its members (and the wider ITSM community... 

Service management for a more mobile world – is anything different?

Don’t get lost in the mobile world Ask any consumer what their favorite new tech gadget is, and odds-on it won’t be a new PC, but a tablet or smartphone. It’s the same in the enterprise: the number of traditional desktop machines being bought is continuing to slide according to Gartner, with a drop of around 8.4% in sales this year compared to 2012. At the same time, tablet sales for 2013...