News, Reviews and Resources for ITSM Professionals.

Home » Author Archive

The Only Way Is: Essex County Council ITSM

The only way is…. ITSM Essex County Council might not have its own glamorous television series dedicated to the highs and lows experienced on its own personal IT Service Management (ITSM) journey, yet. But… the organisation has been doing admirable work in this field and helping (to some degree) local government overcome budget challenges Excellence through ITIL The council points out... 

An ITIL Evolution: New ITIL Practitioner Qualification From AXELOS

It has been heralded as the ‘most significant’ evolution in the ITIL best practice framework since the launch of AXELOS, but what is it? The new ITIL Practitioner Qualification has been announced this week at the ITSM Leadership Congress in Singapore. ITIL Practitioner  is being developed to help organizations and individuals increase the value they obtain from using ITIL by offering additional... 

ITSM drives global car fleet industry

“A recent report from MarketsandMarkets found that the increasing number of vehicles globally (which is in some part resulting from a major boom in the emerging economies) is having a positive impact on the fleet management industry.” Automotive industry and general driving pun writers need not apply, this headline already writes itself; the importance of IT Service Management (ITSM) to... 

Met Office reduces (software) forecast errors

The Met Office has to implemented a new software release and deployment automation solution to reduce the number of software planning, delivery, deployment and execution errors it needs to handle on a day to day basis. Image credit: http://www.metoffice.gov.uk/ The UK national weather and climate services authority has worked with specialist partner in release and deployment management solutions Cachet... 

Teleopti Shines With 4 Star SDI Certification

Swedish WorkForce Management (WFM) and Telecom Expense Management (TEM) company Teleopti has been awarded a “coveted” 4 star Service Desk Certification maturity rating from the Service Desk Institute (SDI). The company had held a 3 star certification since 2010. Teleopti’s service desk joins a select group of worldwide teams who have achieved a 4 star certification including those from Telefónica,... 

CGI/Logica gains 5-star Service Desk Institute accreditation

Tessa Troubridge, Managing Director, SDI Logica is positively beaming with a friendly welcoming smile this month after receiving news that it has been awarded 5-star certification by the Service Desk Institute (SDI) for its UK service desk. Now part of CGI Group Inc. as a trading entity, this is apparently the first time that any organisation has achieved the 5-star standard. The CGI/LogicaUK service... 

From Tel Aviv to Beverley Hills on an ITSM mission

Tel Aviv based SysAid Technologies has announced that residential real estate brokerage Realty ONE Group has selected SysAid 9.0 integrated ITSM software. This deal is said to give Realty ONE Group the chance to use SysAid to manage its internal IT department and to assist with providing both in-office and mobile technical support for its nearly 4,000 agents across the western United States. “We... 

The BYOD battle… and the ITSM war

38% of respondents think the IT department should be supporting any personal device, regardless of how much it is used for work purposes. Pat Bolger is chief evangelist at Hornbill Service Management. Bolger writes in this guest post for the ITSM Review to underline the big picture that exists across the BYOD landscape and how this use case model has affected and continues to impact the IT service... 

Protecting the perimeter: social media asset safety

Social media truths There are several risks associated with social media, but attempting to stop the use of external social media web sites is counterproductive and, in any case, impossible. The IT industry is realising that if it fails to embrace social media and define ways to use it productively, safely and securely then we may lose the opportunity to shape employee behaviour appropriately going... 

Rackspace highlights billion hour ITSM drain

With its newly refined corporate label as the “open cloud” company, managed hosting specialist Rackspace is championing open truths both good and bad by highlighting what it describes as inadequate customer service that is allegedly costing UK businesses more than one billion wasted man (and presumably woman) hours every year. On The ITSM Review’s radar this week then is Rackspace’s...