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How to Get Bigger Budgets

This article has been contributed by Didier Moretti, VP/GM Service Desk Business at Atlassian Software   At the start of every year or quarter, senior managers across the organization get pulled into the tug-of-war of budgeting and headcount planning. And few feel the pain as much as IT. If your team is viewed as a cost center, as IT more often than not is, asking for a bigger budget or head... 

ISO/IEC 20000 – An Opportunity to Grow

This article is a guest post and has been contributed by Drago Topalovic, ITIL & ISO20000 expert.   The first thing to consider when implementing best practices and standards in service management is motive. Why Should We Do It? When you provide IT services, you have to be the BEST you can. In other IT areas like development, infrastructure, and business system deployment, you can perform... 

Self Service IT: Not as Scary as it Sounds

This article has been contributed by Stuart Power, UK Sales Manager at Matrix42. I don’t know about you, but I’ve worked for a number of companies at which, as a new employee, it has taken days or weeks to be given the technology I need to do my job. I’ve no doubt it’s still happening in many organisations today. But as the proportion of ‘digital natives’ in the workforce increases, that... 

The Scourge of Jargon

This article has been contributed by Chris Lee – currently working with Six Degrees Group who provide integrated managed data services linking people, places and clouds.   “Going forward, and with enough synergy, we can push the envelope on this project. We know it has social currency; we know it’s on brand. Let’s ship it by COP Friday.” We all know someone who talks like this.... 

Five Ways to Power Up in Q1 (and make this year your strongest yet!)

Sid Suri, Vice President of Marketing for Atlassian’s JIRA Service Desk This article has been contributed by Sid Suri, Vice President of Marketing for Atlassian’s JIRA Service Desk   Are you ready for 2015? January is behind us—already—and everyone is still scrambling to finish any leftover projects from 2014. Additionally, businesses are knee-deep in forecasting this year’s budgets... 

Collaboration – The Unconquered Peaks

Philippa Hale of Open Limits Ltd This article has been contributed by Philippa Hale, Director and Senior Consultant at Open Limits Ltd.   Collaboration, across diverse teams and between levels of the hierarchy remain the twin, unconquered peaks for many organisations. This is also true of collaboration internally, within IT functions. Poor collaboration is often revealed to be the fatal flaw... 

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,... 

ITSM Evolution – Practical Steps to Stay Current

Using ITSM solutions can be like rummaging through a garage full of old tools that you rarely use in order to find one or two tools that you do ITSM Evolution – Practical Steps to Stay Current is a guest post contributed by Dirk Anderson, Head of Product at RedPixie   With the growth in BYOD and the consumerisation of devices, more and more enterprises are adapting the way that they use... 

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... 

Implement Enterprise Request Management in Five Straightforward Steps

 This article has been contributed by John Sundberg, Co-founder and President of Kinetic Data. John Sundberg A new approach to service request management is gaining ground in companies around the globe. Called Enterprise Request Management, or ERM, this framework is finding favor with organizations because it allows them to take an incremental and evolutionary approach to centralizing and modifying...