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Imprivata Case Study: Why Limit the Service Desk to IT?

Imprivata is a leading provider of authentication and access management solutions for the healthcare industry. Recall the last time you visited a hospital or medical center, or perhaps watched your favorite medical drama. Health care professionals working in a busy medical environment don’t have time for usernames and passwords to access electronic medical records across multiple IT systems.... 

ITSM14 Preview: Patricia Speltincx with “The 7 Building Blocks for ITSM Success”

In the run up this year’s itSMF UK conference ITSM14, I chatted with Patricia Speltincx about her upcoming session entitled “The seven building blocks for IT Service Management success”. Q.  Hi Patricia, can you give a quick intro to your session at ITSM14? In my presentation, I will challenge the classical ITSM implementation approach and propose a different paradigm based on 7 building blocks,... 

ITSM14 Preview: Karen Brusch and Managing Multiple Suppliers from an SLM Perspective

Karen Brusch of Nationwide Building Society and itSMF UK In the run up this year’s itSMF UK conference, ITSM14, I chatted with Karen Brusch of Nationwide Building Society and itSMF UK about her upcoming session entitled “Managing Multiple Suppliers from an SLM Perspective”. Q. Hi Karen, can you give a quick intro to your session at the itSMF UK Conference? The itSMF UK Service Level Management... 

ITSM14 Preview: Tony Brough and Re-Igniting the Passion

Tony’s session will be on day 2 within the ITSM and Agile track In the run up this year’s itSMF UK conference, ITSM14, I chatted with Tony Brough of Holistic Service Management International about his upcoming session entitled “Re-Initing the Passion”. Q. Hi Tony, can you give a quick intro to your session at ITSM14?  I had the idea after a meal with an old friend (and ex colleague) I... 

Guardian News & Media: “Our SLA is to ensure the paper is published”

Guardian News & Media Guardian News & Media (GNM) publishes theguardian.com, the third largest English-speaking newspaper website in the world. Since launching its US and Australia digital editions in 2011 and 2013 respectively, traffic from outside of the UK now represents over two-thirds of the GNM’s total digital audience. In the UK, GNM publishes the Guardian newspaper six days a... 

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:... 

ManageEngine: The ITSM market needs more disruption (Video)

In this video, Barclay Rae interviews David Howell, European Director at ManageEngine about their recent move to offer the IT helpdesk module of their ITSM offering free of charge to companies of all sizes. In Summary In addition to explaining the reasons behind the decision, David discusses: How free users will be supported Installation timeframes What it means for existing customers How they expect... 

AXELOS plans, challenges and expanding team (Video)

This interview was filmed at the Pink Elephant Conference and features Kaimar Karu, Head of ITSM and Kelvyn Lien-Hicks, Sales and Marketing Director, discussing their newly appointed roles at AXELOS. In Summary In addition to explaining his role as Head of ITSM, Kaimar talks about: ITIL culture differences Changing perceptions of ITIL Training provider challenges Biggest challenges to success for... 

Collaborative IT Support at the University of Reading

Joel Bomgar, Founder & CEO of Bomgar with Gordon Roberts, Customer Services & Communications Manager, IT Services for University of Reading Since 2012 British Universities have been able to charge £9,000 (about $15,000) per year for tuition fees. I wrote last year, following the itSMF regional at the University of Exeter, that this charging policy shifts the relationship between undergraduates...