News, Reviews and Resources for ITSM Professionals.

Home » Author Archive

Enterprise Release Management Tools Group Test

The ITSM Review will be performing a deep dive review of Enterprise Release Management tools. This article provides an introduction to Enterprise Release Management (ERM) and a high level summary of typical functionality. Notes This group test will be conducted by Rebecca Beach, our ITSM Analyst, and Rob Spencer, Change and Release specialist and vice-chair of the UK itSMF Transition SIG. We’ve... 

New CEO of itSMF UK says, “ITSM needs to broaden its outlook”

“…ITSM does need to broaden its outlook. ITSM needs to adapt to manage today’s more complex environment and wider developments – for instance, issues like cloud computing, social media, BYOD, big data and the huge growth of mobile. If it doesn’t, ITSM may possibly run the risk of withering into an outdated set of processes. “ I recently chatted to the new CEO of itSMF UK, Mike... 

LEADIT Preview: Suresh GP and an introduction to Governance

Suresh GP (bottom row 3rd from right) opening the Chennai chapter of itSMF India on 1st August 2014. Suresh will present at the LEADIT conference in Melbourne Australia on the 13th to 15th August. In the run up this year’s itSMF Australia LEADIT14 conference I chatted with Suresh GP about his session entitled “Governance – custodian to changing business trends and IT landscape”. Q. ITSM Review:... 

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...