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Home » Archive for March, 2014

Assessment Criteria: Proactive Problem Management Product Review

In August of this year, we will be kicking off our product review dedicated to “Proactive Problem Management”, the use of ITSM technology that enables organizations to practice proactive or pre-emptive problem management. Which vendor will win when it comes to proactive problem management? Overview The aim of this review is to showcase best of breed ITSM software in use outside the IT... 

Excellent service doesn’t have to cost more

I have seen discussions in social media about whether service providers should aim to deliver excellent service, or just deliver the service they have agreed to. One side of the argument says that we have more choices than we used to, and that service providers must aim to delight all their customers or they won’t survive in a modern, consumer-oriented competitive environment. Other people argue... 

Trust me: The DevOps Movement fits perfectly with ITSM

Gene Kim This article has been contributed by Gene Kim, Author of the book “The Phoenix Project: A Novel About IT, DevOps, and Helping Your Business Win”. In my thirteen year journey of studying high performing IT organizations, I’ve started to see a new and unsettling trend.  Whenever I mention ITIL and IT Service Management in presentations and briefings, people in the audience snicker.... 

Free, the new normal

Arvind ParthibanSr.Marketing Manager – ITSM, ManageEngine “Why pay for helpdesk?” A new inflection point was reached in the service desk technology market space this week. A free service desk. Whilst free and open source ITSM technology has been available for quite a while – this is the first supplier I’ve seen to offer a free service desk without limitation on number of analysts... 

Is there such a thing as the "ITSM Community"?

Does a happy, successful “ITSM Community” exist? As you may know in February Rebecca and I attended the annual Pink Elephant conference in Las Vegas.  Post-event there is always (as you would expect) a lot to talk about, such as how well the event was run, the content, the amazing people and networking opportunities. But I’ve done that already, so now I want to focus on something... 

Orange, green, blue, purple – what colour is ITSM?

PINK. The answer is still PINK. PINK14 seem a long time ago now, and I have to confess that I am already secretly (although I guess it’s not a secret when I publish it in an article right?) planning my trip for PINK15. There has already been a stream of blogs from people providing their thoughts on the conference: The IT Superhero – A recap of Pink 2014 – Ian Aitchison Pink14: was it worth... 

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