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Home » Archive for January, 2015

Support Provision & the Changing Landscape of the Service Desk

Service desk teams provide support and service to company employees, helping them to make the most of the IT assets that the company provides. At least, that was always the role that IT Service Management teams saw themselves providing. The overall goal may not have altered, but how this is fulfilled has been changing. The traditional methods that service desk teams use to demonstrate their value don’t... 

Podcast Episode 9 – SLM & the Currency of Business

In Episode 9 of the podcast, SLM and the Currency of Business, Barclay Rae and myself discuss Service Level Management with Clive Davey, IT Service Level Manager at a leading financial institution in the UK. Topics include: Business currency Cost versus value Collaboration Real business risk and impact ‘We the business’ View all our podcasts on SoundCloud or iTunes. Image Credit userMore Posts... 

2-Speed ITSM

IT and ITSM are at a crossroads, where they are being pulled in several directions. On the one hand there is high demand to speed up, be innovative and engaging, yet they must also ‘keep the lights on’ and protect the IT assets of their organisations and customers. With the spread and complexity of technology and searing the pace of change, most IT organisations need to wake up to the fact that... 

Event Listing: Transforming User Experience

Following the success of our recent IT Asset Management events program we are very pleased to announce our very own series of events here at The ITSM Review, beginning with ‘Transforming User Experience – Enterprise Service Management and Self Service’ Seminar at the BCS in central London. In a nutshell: The Transforming User Experience – Enterprise Service Management and Self Service expert... 

Podcast Episode 8: ITSM Outside IT

ITSM Review Podcast Episode 8: ITSM Outside IT – Enterprise Service Management In this episode Barclay Rae, Shane Carlson from Fruition Partners and Martin Thompson discuss using ITSM principles and technology outside the IT department – known as Enterprise Service Management. Topics include: Shane reports that 3/10 new Fruition projects are outside the IT department HR is a leading area... 

Renovating Your House of Change Management

No Laurence Llewellyn-Bowen probably won’t be paying your change process a visit, but he certainly won’t “thwart the juices and desires of the great interior design public (or change managers) at large” whilst undertaking your change renovation project In my inaugural article, I talked about how aligning the change management processes – from capturing customer demand at the beginning;... 

Enterprise Service Management – Enabling Value Delivery Outside IT

The lines between departments are often blurred and requests can be passed around or come to a complete standstill Enterprise Service Management – Enabling Value Delivery Outside IT is a guest post by Darroll Buytenhuys, Chief Operating Officer at Samanage   In IT we often forget this, but we aren’t the only department that provides internal services within an organization. HR, facilities,... 

Practical Ways to Eliminate Alert Fatigue

In March 2014, US Retailer, Target revealed that its security software had detected its now infamous data breach five months earlier, and that at least eight IT employees had seen the threat alert but decided not to act on it.  Some commentators jumped on the firm for its apparent incompetence, but security experts say its reaction was pretty normal. So how and why do data breaches, equipment failures...