Chris Barrett, Capita Ever since the announcement of the Cabinet Office and Capita Group Joint Venture, the great, the good, and some of the rest have speculated here and there about the future of the Best Practices Portfolio. Chris Barrett (currently a Transformation Director at Capita Consulting) is one of the first of the newly appointed management team for the new joint venture company, and spoke... 

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... 

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... 

Tessa Troubridge, Managing Director, SDI Logica is positively beaming with a friendly welcoming smile this month after receiving news that it has been awarded 5-star certification by the Service Desk Institute (SDI) for its UK service desk. Now part of CGI Group Inc. as a trading entity, this is apparently the first time that any organisation has achieved the 5-star standard. The CGI/LogicaUK service... 

With its newly refined corporate label as the “open cloud” company, managed hosting specialist Rackspace is championing open truths both good and bad by highlighting what it describes as inadequate customer service that is allegedly costing UK businesses more than one billion wasted man (and presumably woman) hours every year. On The ITSM Review’s radar this week then is Rackspace’s... 

Bringing new levels of transparency to investment in ITSM I am pleased to announce an exciting new project with Barclay Rae, to measure the value of ITSM. The ITSM Review and Barclay Rae Consulting have come together to produce a definitive ITSM industry survey and regular performance benchmark. The results will make up a global Index, which will track how and where organisations gain value from implementing... 

A new German trade show for the IT Service Management (ITSM) market and tech support industry has been announced by Diversified Business Communications UK, organiser of SITS, the firm behind the Service Desk & IT Support Show in London. SITS Europe is the latest addition to Diversified UK’s trade show portfolio. The event will take place on 24-25 September 2013 in Berlin and the organisers describe... 

Dell KACE claim the majority of service desks can't or don't want to support BYOD Dell KACE has released a survey this month which claims that “a majority” of IT support team help service desks are unwilling to support employees who want to bring their own device (BYOD) to work. This UK-based survey suggests that as many as 56 per cent of IT professionals believe their IT service desk is... 

Who will be the winners and losers in the new Gartner Quadrant to define the ITSM market? This interview has been contributed by Aprill Allen of Knowledgebird. If your helpdesk experience is anything like mine was, you’ve been taking calls and tracking tickets in whatever software solution the decision makers handed down. So, when I first heard my experienced ITSM colleagues discussing the Gartner...