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Home » Archive for June, 2014

Review: Axios for Change, Configuration and Release

Axios This independent review is part of our Change, Configuration and Release Review. Change, Configuration and Release Review Overview and Terms Also participating – Cherwell, ITinvolve, TOPdesk Executive Summary Elevator Pitch Axios assyst is a solid, mature and well-rounded tool marketed towards organisation with 1,000+ end users.The functionality and design of assyst provides the ability... 

ITSM thoughts from the world of Software Asset Management

Pondering the worlds of ITSM and SAM Do you ever stop to think about the higher business goals that ITSM seeks to achieve? Or perhaps the boundaries between ITSM and ITAM? I was recently at the SITS14 event at Earls Court, and it was fascinating to hear so many tool vendors state that they did “asset management”. However, when I asked them where they loaded the contracts and purchase orders into... 

Service Desk Management – Lions, Tigers and Bears. Oh my!

Could you be a lion? I have always liked to people watch. The different ways in which people interact have always intrigued me and I’ve found that working in an IT Department with all its team rivalries and characters can sometimes feel like you’re in the middle of a sociology experiment gone wrong. My experience of working on the Service Desk has shown me that there are typically three types of... 

"A new way of thinking is required for ITSM" says Andy White (Video)

This interview was filmed at the Pink Elephant Conference and features Andy White, General Manager and Executive Vice President at EasyVista discussing what he sees as the current challenges in ITSM, along with the need to think about your customers’ customers. In Summary In addition, Andy also talks about: Driving innovation How to improve IT maturity A need to improve the ITSM platforms... 

ServiceNow Knowledge14 CreateNow Hackathon Winners – Linium

At Knowledge14 I recently attended Knowledge14, ServiceNow’s enormous conference held this year in San Francisco, gathering thousands of IT professionals from all over the world. The scale of this conference knocked me for six.  The town I live in only has three times as many inhabitants (give or take) as there were attendees at Knowledge14 and we are spread over a much larger area.  The Moscone... 

How to manage third-party service, support and security

U.S. retailer Target saw one of the largest thefts of credit card data in recent history Productivity expert David Allen once stated that his approach, “Getting Things Done,” was based on the simple premise that you can’t do everything. In IT, we face this problem every day. Whether it is due to lack of domain specific expertise or simply not enough resources to handle all of our IT services,... 

Podcast Episode 4: Tribal Knowledge with Earl Begley

Thanks to our friends at ManageEngine for sponsoring this podcast. Episode 4 of the ITSM Review podcast hosted by Barclay Rae. Guests: Early Begley, Total Quality Manager, University of Kentucky (Earl’s posts on The ITSM Review , Earl on LinkedIn) Martin Thompson, ITSM Review Agenda “50 Completely Unexplainable Stock Photos No One Will Ever Use” Axelos: Promote short sprints for... 

ITSM: Going beyond IT – thoughts from Stephen Mann (Video)

This interview was filmed at the Pink Elephant Conference and features Stephen Mann, Senior Manager, Product Marketing at ServiceNow discussing the current hot topics he is seeing in ITSM, such as service catalogue, SIAM, and the consumerization of IT. In Summary In addition, Stephen also talks about: Witnessing an increased use of ITSM tools outside IT The differentiators needed by vendors to disrupt... 

Product Group Tests

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