Social updates firehose – why updating everyone with everything might not be the answer. This article has been contributed by Teon Rosandic, VP EMEA at xMatters . Why was the IT service management and help desk function created? Most likely, it stemmed from an idea to establish a task force of specialists capable of providing assistance in any complex technical issue. Over the decades, the service... 

This article has been contributed by Yemsrach Hailemariam, ITSM Consultant at Macro 4. Implementing IT service management (ITSM) according to ITIL best practice is often seen as a large, complex undertaking which those outside of IT may sometimes struggle to see the true value of.  This can mean the IT department feels some pressure to demonstrate early evidence of practical progress to help win the... 

Simon Higginson This article has been contributed by Simon Higginson. Problem Management is the intriguing discipline of the Service Management suite.  The IT Department is continually being asked to be proactive not reactive. Often in IT we presuppose what our customers in the business require, then give them a solution to issues that they didn’t know that they had.  But what happens when that... 

ITSM Tool Certifications - Good or Bad Thing? What is your view? This article has been contributed by Stephen Mann, Senior Analyst at Forrester Research. I recently stumbled upon the fact that Pink Elephant had introduced a new PinkVERIFY “version,” PinkVERIFY 2011, I assume to move into line with ITIL 2011. It reminded me that I still owed the IT Service Management (ITSM) Community a blog on such... 

Who will be the winners and losers in the new Gartner Quadrant to define the ITSM market? This interview has been contributed by Aprill Allen of Knowledgebird. If your helpdesk experience is anything like mine was, you’ve been taking calls and tracking tickets in whatever software solution the decision makers handed down. So, when I first heard my experienced ITSM colleagues discussing the Gartner... 

"Development opportunities can be completely missed because the two organizations have not properly explored how to grow together, indeed contractor enthusiasm may be misinterpreted as land grabbing." Paul Mallory is VP Europe and Africa for the IACCM, with responsibility for member services, training and certification and research. The recent article on the role that SLAs play in the relationship... 

Bob Janssen, CTO, RES Software "IT must look at better ways of managing IT through innovative approaches to automation and orchestration" RES Software chief technology offer Bob Janssen says that IT management is being pushed in different directions, so how can we steady stage and make sure we’re all singing from the same song-sheet? The facts are simple, businesses want more information... 

Aprill Allen, Fred Luddy & Breed Lewis in New Orleans for #Know12 This review has been contributed by Aprill Allen. Collaboration and automation were the themes of the Knowledge12 event, ServiceNow’s user conference, which was held in the newly reopened Hyatt Regency in New Orleans from the 15-17 May. CEO, Frank Slootman, opened the event with a packed keynote session. Announcing the move...