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IT500 Conference: Effective CSI in a SIAM Eco System

I caught up with Stuart Rance and Andrew Vermes this week to talk about their IT500 workshop in June;  Effective CSI in a SIAM Eco System The session will provide a practical guide to managing CSI well in SIAM environments and will look at what you should have in place to work effectively among multiple partners. The workshop will cover everything from shared methods, goals, measurements to reporting... 
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How predictive analytics have turned Incident Management on its head

Predictive analytics is set to turn the world of IT service management, and in particular Incident Management, on its head. After all, it has already done this for IT Capacity Planning, where it is now possible to predict and avoid future incidents at a workload level. Within IT capacity planning, forecasting (predicting, if you like) has always been a key feature of the discipline. It was used... 

IT500 Conference: Introducing a CSI Sat Nav

Ahead of the IT500 Conference in June, I was lucky enough to speak to presenters Ian MacDonald and John Griffiths and discussed their workshop: “Introducing a CSI Sat Nav”. Their session will explore why CSI is so critical to drive success and how to focus on the improvements that will make the most difference. The workshop will look at how to get CSI going in an organisation, things people... 

ITSM Review Excellence Awards 2016

Request for Nominations – 2016 Excellence Awards The ITSM Review Excellence Awards celebrates the achievements of the true pioneers in the ITSM industry. We’re looking to shine a light on ITSM professionals, service providers, technology vendors and specialists who are progressing the industry and leading the field. Help us showcase ITSM industry excellence and inspire others by submitting an... 

Service Desk Rockstars – Retail Assist wins SDI Best Managed Service Desk Award

Nottingham based company Retail Assist, has won the globally recognised ‘Best Managed Service Desk’ Award at the Service Desk Institute’s (SDI) Annual IT Service and Support Awards. If you’ve not heard of Retail Assist before, they provide managed services for the retail sector and some of the brands they support are Pizza Hut, Vue Cinemas, Cath Kidston, Karen Millen, White Stuff and Oasis. The... 

Agile, DevOps, ITIL & Buzzword Bingo; BEYOND20 SIXTEEN Podcast

We are pleased to share our very first podcast on the BEYOND20 SIXTEEN conference next month.   I spoke to conference rockstars David Crouch and John Gilmore about life, the universe, ITIL, Agile and DevOps! David Crouch John Gilmore David’s session is: ‘The pros and cons of adhering to a single best practice framework – tales from the trenches‘ and John’s session is about... 

Event Listing: IT500 Event; The IT Learning Conference – Everything IT Service Management & Operations

The ITSM Review are excited to be confirmed as official media partners for the latest IT500 event; The IT Learning Conference – Everything IT Service Management & Operations being held on 1st June 2016 in Edinburgh Following on from the IT in the park event in November, IT500 surveyed their delegates to ask what else they would like to see in Scotland. The event will bring together 20 IT... 

The DIKW model for Knowledge Management

Following on from last week’s article about the advantages of Knowledge Management and how to get started, let’s look at the process in more detail. When I’m running ITIL foundation courses I generally hit Knowledge Management as part of the Service Transition stage of the lifecycle towards the end of day 2. Put yourselves in the shoes of the poor delegate for a second and think after 2 solid... 

ITIL Practitioner: Preview of forthcoming attractions, geekery & pink elephants!

As most of our regular readers will know I’ll jump on any opportunity to get my ITIL geek on so when I heard about the new ITIL Practitioner qualification, I was all ears. For those of you new to the ITIL qualification scheme, or if you’re simply old school like me (I was a V2 Manager / red badge) here are the basics. ITIL Qualification Scheme Explained There are five levels: Foundation Practitioner Intermediate Expert Master The... 

BEYOND20 SIXTEEN – Beyond Practice: Exploring, Discovering, and Driving Business Value

Ahead of the BEYOND20 SIXTEEN conference next month I caught up with Chad Sheridan, CIO of the USDA Risk Management Agency to talk about his session  Beyond Practice: Exploring, Discovering, and Driving Business Value. Chad’s session will explore the leadership and cultural changes needed to make Agile work, especially in a government environment. Chad will share his own experience of driving business...