We began a reader census a couple of weeks back. See the original article here: ‘Reader Census – Your opinion counts‘. Thank you to everyone who has taken the time to complete the census. It will remain open so please take a few minutes to share your opinion So far the average completion time is less than 90 seconds It only has 6 simple questions on one page As you can see we are... 

Write a review, chance to win a Kindle Fire Regular ITSM Review columnist Rob England (a.k.a. ‘The IT Skeptic’) has just published his latest contribution to the ITSM industry: “Plus! The Standard+Case Approach: See service response in a new light” Book blurb: “If your customers see your group as bureaucratic and inflexible… If your staff feel process bound… If your process doesn’t... 

Visitors from Saharan Africa, Madagascar and Cuba remain elusive (Google Analytics) A BIG thank you to all ITSM Review readers, supporters and contributors. We’ve just passed the 16,000 17,000 visitors a month threshold in May. I’m proud to say our growth has been 100% free range organic (Roughly 50% social media and 50% folks accidentally stumbling across us somewhere on the web).... 

Demos well, will customers go for the second date? I sat in on a presentation of MyIT from BMC at SITS13 recently. In a nutshell, it aims to provide IT self service via a consumer oriented app. Being an App, it can take advantage of identity and location to provide a very relevant IT service experience. ‘Log an incident’, filling in ITSM oriented forms and generic intranet messages about... 

The Cabinet Office has entered into a joint venture with the outsourcing firm Capita to develop the ‘Best Management Practice’ portfolio, which includes ITIL and Prince2. For readers outside the UK the early announcements may benefit from some context. The UK treasury is between a rock and a hard place financially so joint ventures that generate cash from government owned intellectual property,... 

I have just returned from the Service Desk and IT Support show held at Earls Court in London over the last couple of days. It has been great to catch up with industry friends: old, new and digital. A snapshot of ITSM Industry sentiment from the last two days would be: Buoyant If 2012 was about thinking/planning, 2013 is about doing Many more organizations are looking to proceed with projects and have... 

I listened to a fascinating podcast today on the role of technology in the US economy. This will be of particular interest to younger readers of the ITSM Review who might be thinking about what career path to plot or those with a general interest in the exponential growth of IT. SERIES: Peter Day’s World of Business EPISODE: GlobalBiz: Race against the machine 30th March 2013 [27 minutes] “Peter... 

Interesting infographic from Cherwell Software below. “The SDI / Cherwell Software Service Desk 2013 survey [conducted December 2012] asked Service Desk professionals for their hopes, dreams, fears, frustrations and priorities for 2013. Here are the results…. the view from the frontline.” ‘Increasing our value to the business’ is still the number 1 priority. (Am I alone in... 

Building a worldwide view of ITSM technology, services and expertise We have just launched a new Supplier Directory. SUPPLIER DIRECTORY Our aim is to build the ultimate directory of worldwide business partners who provide ITSM related expertise or technology. The directory is for ANY company that offers TECHNOLOGY, SERVICES, TRAINING, CONSULTING or any other expertise to this industry. Features: EQUALITY –... 

Digital Watercooler Moments: The most popular activity inside social intranets are the activity stream, instant messaging, and comments Some interesting stats have emerged from CMS provider Bitrix who claim demand for Social Intranet is ‘exploding’ among small businesses. Their data is based on 40,000 signups of their social intranet platform and 5,000 Intranet installations ranging from 2 to 4,000+...