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Enterprise Release Management Tools: Plutora

Introduction Enterprise Release Management is an increasingly prominent discipline, occupying the intersection of technical release management, project delivery and change management. Its focus is on understanding and governing the full portfolio of multi-stream changes, be they quarterly ERP releases, one-off project deliveries or monthly patching. The demands on enterprise level release managers... 

How to Transition from a Reactive to Proactive Support Center

 This article has been contributed by Sid Suri, Vice President of Marketing for Atlassians’s JIRA Service Desk.  Sid Suri, Vice President of Marketing for Atlassian’s JIRA Service Desk For years, support centers have focused on reacting to problems. According to research from SDI (Service Desk Institute), 67% of of a service desk’s time is spent firefighting. This reactive... 

ITIL Roles – Which Roles Can Be Filled By One Person?

Neven Zitek, SPAN Just by looking at the sheer number of ITIL functions and roles may leave you wondering – how do you fit a limited number of IT staff into so many roles? It’s obvious that one person will act in several roles, but how do you optimally combine them? Of course, it all depends on the size of your organization, and which ITIL processes that you’ve implemented, but none of that changes... 

Self-service – The value of Social

Stuart Power, Matrix42 We’ve seen the future of IT service support – and it’s social! An increasing number of corporate IT departments are evolving from fire-fighting cost centers, into service-delivering profit centers. Perhaps yours is one of them. But although this evolution is significant, it’s not the end of the story. In most cases, a centralized IT service delivery and workspace... 

Mobile: the new frontier for self-service

Artificial Intelligence on the service desk [Holly from RedDwarf]Google searches performed on a mobile device outstripped desktop searches (in certain territories), according to figures released last week. That’s an important milestone in the meteoric use of mobile. Of course, the searches refer to global use of Google, including consumers searching for the nearest pizza joint, and are not necessarily... 

Review: Atlassian JIRA Service Desk and Confluence

This independent review is part of our Self Service Market Review. Self Service Market Review and Terms Also participating: Alemba Cased Dimensions Cherwell Service Management EasyVista Freshservice LANDESK (BEST IN CLASS) SMT-X Commercial Summary Vendor Atlassian Product JIRA Service Desk and Confluence Version reviewed 2.2-OD-08 Date of version Release December 2014 Year Founded 2002 Customers 9000... 

Review: Cased Dimensions SCSM Self-Service Portal

This independent review is part of our Self Service Market Review. Self Service Market Review and Terms Also participating: Alemba Atlassian Cherwell Service Management EasyVista Freshservice LANDESK (best in class) SMT-X Commercial Summary Vendor Cased Dimensions Product SCSM Self-Service Portal Version reviewed 2.2 Date of version Release December 2014 Year Founded 2009 Customers 40+ Pricing... 

Review: SMTX Service Catalogue SSP

This independent review is part of our Self Service Market Review. Self Service Market Review and Terms Also participating: Alemba Atlassian Cased Dimensions Cherwell Service Management EasyVista Freshservice LANDESK (best in class) Commercial Summary Vendor SMT-X Product SSP Version reviewed 7.1 Date of version Release October 2014 Year Founded 2009 Customers 45 Pricing Structure #End... 

Self Service Review [2015] – The Results

This is a review of software products and vendors with their products in the ‘Self Service’ market area. Products reviewed: Alemba Atlassian Cased Dimensions Cherwell Service Management EasyVista Freshservice LANDESK (best in class) SMT-X 1 Overview 1.1 Self Service and the ITSM Market ‘Self Service’ is a current buzzword for vendors and practitioners alike in the ITSM world. For... 

Review: Cherwell Software Service Management

This independent review is part of our Self Service Market Review. Self Service Market Review and Terms Also participating: Alemba Atlassian Cased Dimensions EasyVista Freshservice LANDESK (best in class) SMT-X Commercial Summary Vendor Cherwell SoftwareTM Product Cherwell Service Management® Version reviewed 5.1 Date of version Release December 2014 Year Founded 2007 Customers 700+ Pricing... 

Product Group Tests

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