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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... 

Guest Post from TOPdesk; SHIFT LEFT (LEFT) AND KCS: WORKING TOWARDS BETTER SERVICES

Joost Wapenaar is a Technical Product Consultant at TOPdesk, as well as the Project Manager for the implementation of KCS within the Support department. This is his take on using the shift left principle to empower others. Background Our Support department receives around 5,000 calls every month. Our 40-strong group, who catch and resolve these calls as efficiently as they can, were given a rating... 

The Holy Trinity of IT Service Management

People, technology and process are the compounds that construct the IT Service Management triumvirate. Having already identified the technology trends, and in particular how predictive analytics will impact incident management, what can we say about the other two members of this very exclusive club? While process tends to lead the way, it needs people to champion it, and technology to support it.... 

ITIL Practitioner: Thoughts on the experience so far

Does ITIL Practitioner live up to the hype? Having followed the teasers, blog posts, promotional videos and (some of the) discussions during 2015 I find the question difficult to answer, even after reading the book and taking the certification exam. In fact, it might be stretching it to call it a hype, even though the press release stated that it was the “most significant evolution in the ITIL best... 

Surviving the end of a Change Freeze

Happy New Year to all our readers and especially to all the Change Managers out there. Why especially Change Managers? Well this week is “back to work” week for most people following the end of the Christmas break as well as the end of any Change freeze / restrictions. This means that not only are our poor Change Managers dealing with the January blues; they’re dealing with the floodgates... 

Happy Christmas!

In the immortal words of Noddy Holder, it’s Christmaaaaaaaas!!  Happy Christmas to all our fabulous readers from everyone here at the ITSM Review. We hope you all have a fantastic Christmas and a brilliant 2016. For shift workers and all our readers who have to work over the Christmas break, we’ve put together a little care package to keep you going. Some of it’s work, some of it’s fun and... 

DevOps and ITIL: Why Can’t We Be Friends?

The IT world we know and love exists today thanks to the bedrock of the IT community: ITIL, the IT Infrastructure Library. Since ITIL’s inception 26 years ago, the world has changed and an app exists for everything – shopping, messaging, ride sharing, or just staying connected via social media. We’re in the midst of a new technological age. This evolution has been guided by agile methodology... 

Injecting some ITSM goodness into the itSMF UK

After an action packed few days at the itSMF UK conference last week, I was lucky enough to catch up with itSMF UK CEO Barclay Rae for a quick chat about life the universe and everything, or in our case, IT, SDI, AXELOS and the sparkly new ITIL practitioner qualification. Barclay Rae, The Service Desk Inspector The Conference has been a big focus over recent weeks and has been generally seen as a huge... 

A mature process doesn’t necessarily meet customer needs. A quick guide to Net Promoter Score (NPS)

Dave O’Reardon (Left) itSMF Australia Innovation of the Year award winner, and Aprill Allen (Right) – @knowledgebird Many IT leaders are already familiar with the kinds of surveys the common support tools send out on ticket closure. But, it turns out, we may not be going about it the best way. This year’s winner of itSMF Australia’s Innovation of the Year was Dave O’Reardon. Dave... 

ITSM – Crossing the SAM Divide

As can be seen from the literature and marketing brochures of many Service Management tool providers, the appeal to cross the border and reach into the Software Asset Management space is proving very difficult to resist, and there is some merit to the approach: Inventory agents for SAM report the same data as inventory agents for ITSM, so if an ITSM tool is already in place, why not use it and save...