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Event Listing: IT4IT™ – Managing the Business of IT 4IT™

The ITSM Review are excited to be confirmed as official media partners for The Open Group’s upcoming event – Managing the Business of IT4IT™  being held on 25th April 2016 in London. Today’s enterprise faces disruption to the status quo on all fronts, driven by digital transformation, which challenges how IT is organized and managed today. The role of IT in the business has transformed... 

IT4IT – The Basics

There’s been a lot of buzz recently about IT4IT; posts on the Back2ITSM forum on Facebook, questions on our discussion boards and it was one of the main topics of conversation at the speakers dinner ahead of last month’s Service Manager Day event in Holland. Let’s get our collective ITSM geek on and take a look at all things IT4IT! Basic Principles According to the Open Group, the IT4IT Reference... 

Knowledge Management 101

One of the ITIL processes that tends to be glossed over is Knowledge Management which is a shame because it’s the process that can empower your people the most. Used effectively, Knowledge Management can empower your people, reduce Incident resolution times and increase customer satisfaction. So what is Knowledge Management? Knowledge Management is the process responsible for sharing perspectives,... 

BEYOND20 SIXTEEN Conference – Next Month

Happy Monday everyone! There’s still time to register for the BEYOND20 SIXTEEN conference in May!  As media partners we have an exclusive offer for you; if you enter the code ITSMReview when registering you will get $100 off the ticket price. If you’d like to find out more, this is the link to our event listing and if you’d like a preview of forthcoming attractions check out keynote speaker... 

Guest Post from TOPdesk; SHIFT LEFT (LEFT) AND KCS: WORKING TOWARDS BETTER SERVICES

Joost Wapenaar is a Technical Product Consultant at TOPdesk, as well as the Project Manager for the implementation of KCS within the Support department. This is his take on using the shift left principle to empower others. Background Our Support department receives around 5,000 calls every month. Our 40-strong group, who catch and resolve these calls as efficiently as they can, were given a rating... 

Configuration Management How To (Part 3)

Following on from our previous articles on Configuration Management, this week we’ll be taking a look at Status Accounting and Verification. Status Accounting Status Accounting is the part of the process responsible for recording and reporting the lifecycle of each configuration item; essentially making sure that each CI has a valid lifecycle status, accurately recorded in the CMS. The thing to... 

Product Group Tests

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