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Quick guide to SIAM

This article has been contributed by Jan Vromant, Product Manager at Fruition Partners. Many silo-based IT departments and service providers fail to deliver on their promises of cost savings, service improvements, and innovation. In addition, the finger-pointing among multiple internal and external suppliers and often inflexible contractual constraints render it difficult to address market challenges... 

LEADit – Round Up Day 3 & Summary – Does the IT department need to chill out?

This is my review of the third day of the itSMF Australia annual conference: LEADit. See my review of days 1 and 2 here. My final day of the conference began rather slowly and later than usual after the Gala Dinner & itSMF Industry Awards the previous night.  Many a blurry eyed, caffeine fixated attendee (or was that just me?) arrived for the opening keynotes from two respected ITSM stalwarts... 

The Avocado of Knowledge Management

Recently I’ve been talking to many servicedesk managers from different organisations to better understand the service delivery problems they solve with Knowledge Management. Knowledge Management is a funny old thing – it certainly has a high level of awareness amongst servicedesk managers but isn’t considered as fundamental as Self-Service, Incident, Problem, Change or Config. Most of the... 

Product Group Tests

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