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).... 

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,... 

Tools Reviewed: Axios assyst BMC FootPrints Cherwell Service Management Nexthink TOPdesk INTRODUCTION Incident and Problem Management are such mainstays of an ITSM tool, it is quite hard to find a way to dig through the differentiators. The process and the related workflows themselves are so seemingly straight forward, are there really any ways to improve? Not only that, but it has to be looked... 

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 –... 

ITSM practitioners may not get to be seen as “rock-star saviors” in the same way as consultants, but may be the actual "rocks" through which change takes place Ever wondered what the difference is between being an ITSM practitioner and a consultant? Here, Tobias Nyberg shares his experiences of how being an ITSM practitioner compares with being a consultant on a day-to-day basis I call... 

Axios, Biomni, Matrix42 and ServiceNow - who leads the pack in Service Catalogue? Axios, Biomni, Matrix42 and ServiceNow are confirmed participants for our upcoming ‘Service Catalogue’ review. Our assessment criteria at a glance: Service Design – the ability to create a database of service records, containing a number of business and technical attributes, processes and workflows. Service... 

Traditionally Continual Service Improvement (CSI) is too often thought of as the last bit we put in place when formalising ITSM.  In fact, we need to start with CSI, and we need to plan a whole portfolio of improvements encompassing formal projects, planned changes, and improvements done as part of business-as-usual (BAU) operations.  And the ITIL ‘process’ is the wrong unit of work for... 

DANCY EDICT ELEVEN: People who live in caves should build glass houses. "Retweeting your employer’s message on every channel has given rise to a new type of drone, the corporate digital troglodyte (CDT)" EXAMPLE: Confirmation bias is a short trip, from the echo chamber and is located at the corner of filter bubble and psychosis.  Employee and corporate communications have taken on all... 

The list below contains my view on the key influencers, practitioners and personalities from the ITSM industry ranked by Klout (a measure of online influence). Note: This is my personal selection of English-speaking ITSM folks with the most influence. It is not based on IQ or ITIL beard length. Why generate a list? In my opinion – there is no better way to enhance your ITSM education and question... 

Axios, BMC, Cherwell, NetSupport, TOPdesk & Nexthink slog it out for our Incident and Problem Management review Axios, BMC, Cherwell, NetSupport, TOPdesk and Nexthink are confirmed participants for our upcoming ‘Incident and Problem Management’ review. Our assessment Criteria at a Glance: Logging & Categorization Tracking Lifecycle Tracking Prioritisation Escalations Major Incidents and...