News, Reviews and Resources for ITSM Professionals.

Home » Archive for January, 2014

The Adaptive Service Model

The Taking Service Forward initiative has launched the first release of the Adaptive Service Model, you can see the official announcement here. This model is the first step on the way to an open architecture for service management. I’d like to share some of my thoughts about what the model is, why we need it, and how it might evolve in the future. This model is owned by a community called Taking... 

LogMeIn ends free offering

Within the last week remote computer access software company LogMeIn have announced that they will be discontinuing their free remote access product – LogMeIn free – with immediate effect. “After 10 years, LogMeIn’s free remote access product, LogMeIn Free, is going away,” wrote LogMeIn’s Tara Haas. “We will be unifying our portfolio of free and premium remote access... 

Social Meet Up: 9th February

Owing to the success of our ad hoc social gatherings in London in 2013, we’re planning a full schedule for 2014! The first of which will take place on Sunday 9th February at 6pm GMT. Sunday I hear you cry?! You can blame that on our US ITSM friends John Custy and Brian Hollandsworth, as they don’t have any other availability during their visit to the UK and we couldn’t have them... 

Why is configuration management so tough?

IT Hoarders – do you really need all those old IT items that you no longer use? Overheard at a recent conference: “Oh, we are working on configuration management…Why? Because it’s an ITIL process” I cringed. The conversation continued with “…yeah, I don’t know why it’s not going well. We bought <well-known tool name here> which has a CMDB. We have been adding configuration... 

Problem management challenges and critical success factors

Following his presentation on “problem management challenges and critical success factors” at the 8th annual itSMF Estonia conference in December, Tõnu Vahtra, Head of Service Operations at Playtech (the world’s largest publicly-traded online gambling software supplier) gives us his advice on understanding problem management, steps to follow when implementing the process, and how to make it... 

Coming Soon: The Battle of Change, Configuration and Release

Let the battle begin! We’re excited to be kicking off our research briefings next week for our competitive analysis on Change, Configuration and Release. Scheduled for publication in May, vendors confirmed to participate so far include: Axios Systems Cherwell Software ITinvolve ManageEngine TOPdesk The research will highlight competitive differentiators; feature key strengths (and weaknesses too... 

Pink14 Preview: What’s the big idea?

“Sometimes you’re so busy putting out fires that you don’t have time to improve fire-fighting or fire-safety” Do you ever get a Big Idea?  You’ll be talking or reading about ITSM and the proverbial light bulb comes on.  You see a connection or an underpinning concept that you hadn’t seen before.  Sometimes it appears to be an original insight, one you haven’t heard... 

Customer Experience the Apple Way

You’ve probably noticed that Customer Service has become an old fashioned term.  Nowadays it’s all about the “Customer Experience” led in no small part by Apple and it’s crew of blue shirted genii poised to help with all of your purchasing and technical needs. According to Carmine Gallo, author of The Apple Experience, there are ‘5 Steps of Service’ that every Apple Store staff member... 

Secrets of Request Fulfilment

  Peter Hubbard This article has been contributed by Peter Hubbard, Principal IT Service Management Consultant at Pink Elephant EMEA and is based on a recent presentation that he delivered at the itSMF UK Conference and Exhibition. Request Fulfilment is one of the most useful, yet underrated, areas within IT Service Management. It has been widely recognized for many years that the ‘Front Face’...