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ITSM Tools Universe Preview: How aligned are ITSM tool vendors to their customers?

Rebecca Beach has been locked away in ITSM Review labs reviewing technology and crunching numbers for the last few months in preparation for our ITSM Tools Universe research. I am very pleased to say that we’ll be lifting the lid on the research in the next few weeks. In this article I’ll provide a quick preview. How customizable is your ITSM tool? ITSM Review readers have told us the ability... 

Podcast Episode 5: SDI Winners “Less about IT and more about Service”

Thanks to our friends at SysAid for sponsoring this podcast. Episode 5 of the ITSM Review podcast hosted by Barclay Rae and Rebecca Beach. Guests: Karen Taylor, Service Delivery, CoSocius [Winner: Best Large Service Desk] Kirsty Watson, Service Manager, O2 UK [Winner: SDI 5 Star Accreditation] Sarah Lahav, CEO, SysAid Technologies [Winner: Best Vendor Customer Service Award] Agenda This podcast... 

Podcast Episode 4: Tribal Knowledge with Earl Begley

Thanks to our friends at ManageEngine for sponsoring this podcast. Episode 4 of the ITSM Review podcast hosted by Barclay Rae. Guests: Early Begley, Total Quality Manager, University of Kentucky (Earl’s posts on The ITSM Review , Earl on LinkedIn) Martin Thompson, ITSM Review Agenda “50 Completely Unexplainable Stock Photos No One Will Ever Use” Axelos: Promote short sprints for... 

Knowledge14, steal like an artist

In this article, I hope to capture my thoughts and experiences from Knowledge14, the ServiceNow annual conference. See an early preview from the first day here [Live from Knowledge14 – ServiceNow preview Kanban visual tasks boards] Steal like an artist Fred Luddy, CPO and Founder of ServiceNow, quoted Steve Jobs during his keynote: “Good artists copy, great artists steal” ~ Steve Jobs Fred was... 

ITSM Review Q&A Forum

We will be rolling out a new Q&A forum and knowledge base for The ITSM Review shortly. This is a short blog to discuss our goals and direction for the project (code name Angels on a Pin). Why a Q&A Forum? LinkedIn and Facebook are proving popular for discussion of ITSM topics. The weakness of these platforms is that a) the good stuff gets lost in the stream and b) common questions get repeated... 

Podcast Episode 3: Live from the Service Desk and IT Support Show (SITS)

SITS14 contributor of the year and podcast host Barclay Rae (right) with SITS event manager Laura Venables. Episode 3 of the ITSM Review Podcast. Hosted by SITS14 contributor of the year Barclay Rae (Congrats Barclay!). Podcast guests include a “Fruit salad” of ITSM folks: James Finister (TCS) Melanie Karunaratne (LANDESK) Stuart McGregor (BOMGAR) Toby Moore (ServiceDesk360, SITS) Suresh... 

itSMF networking meeting, York, UK

Free Networking Event – Open to non-members itSMF UK are holding a free networking event in the Biltmore Bar and Grill in Swinegate, York, from 6-8pm on Wednesday 14th May. This event is for anyone in York and surrounding areas who works in IT service management (ITSM). It provides an opportunity to meet with fellow professionals and to learn and share how to best apply techniques from ITIL... 

Live from Knowledge14 – ServiceNow preview Kanban visual task boards

Golden Gate bridge in San Francisco, home of Knowledge14 I’m in sunny San Francisco, California for ServiceNow’s annual user conference; Knowledge14. ServiceNow are expecting a mind boggling 6,000 attendees over the next few days – making it arguably the largest worldwide event in the ITSM field. Knowledge14 also includes 300 specialist breakout seminars and lab sessions and includes an expo... 

Podcast Episode 2: ‘Hot tables’ at SITS, ITSM Industry News, CSI and Barclay in his onesie?

Thanks to our friends at ManageEngine for sponsoring this podcast. Episode 2 of The ITSM Review Podcast! Hosted by Barclay Rae and Rebecca Beach. Special Guest: Stuart Rance from Optimal Service Management ITSM Industry News HDI ‘Hot Tables’ at SITS 29th – 30th April, London ITSM Social Gathering 30th April London Knowledge ’14 April 27 – May 1, San Franscisco Tools Market... 

Free, the new normal

Arvind ParthibanSr.Marketing Manager – ITSM, ManageEngine “Why pay for helpdesk?” A new inflection point was reached in the service desk technology market space this week. A free service desk. Whilst free and open source ITSM technology has been available for quite a while – this is the first supplier I’ve seen to offer a free service desk without limitation on number of analysts...