Stuart Facey, VP of international at Bomgar Corporation When things go wrong with technology, organisations rely on their IT support teams to fix problems and help out. The traditional method for dealing with problems sees calls (or email requests) coming in and tickets going into the queue to be dealt with. If a first level support rep doesn’t have the skills to handle an issue, then it gets passed... 

Social updates firehose – why updating everyone with everything might not be the answer. This article has been contributed by Teon Rosandic, VP EMEA at xMatters . Why was the IT service management and help desk function created? Most likely, it stemmed from an idea to establish a task force of specialists capable of providing assistance in any complex technical issue. Over the decades, the service... 

Demos well, will customers go for the second date? I sat in on a presentation of MyIT from BMC at SITS13 recently. In a nutshell, it aims to provide IT self service via a consumer oriented app. Being an App, it can take advantage of identity and location to provide a very relevant IT service experience. ‘Log an incident’, filling in ITSM oriented forms and generic intranet messages about... 

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,... 

RMS Titanic departing Southampton on 10 April 1912 The sinking of the Titanic has become synonymous with epic failure, brought on by ego and arrogance. But if you look at the immediate actions of the crew, you’ll find a fairly rapid and well orchestrated response to a (Emergency) Request for Change. The Titanic Story (in short) The lookouts were perched high in the crow’s nest scanning... 

I listened to a fascinating podcast today on the role of technology in the US economy. This will be of particular interest to younger readers of the ITSM Review who might be thinking about what career path to plot or those with a general interest in the exponential growth of IT. SERIES: Peter Day’s World of Business EPISODE: GlobalBiz: Race against the machine 30th March 2013 [27 minutes] “Peter... 

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... 

"Multisourcing is the disciplined provisioning and blending of business and IT services from the optimal set of internal and external providers in the pursuit of business goals." ~ Wikipedia Behind the intricacies of ITIL and the various strategies that can support ITSM, the overall aim is to improve service delivery and make the whole organisation more productive. By making sure that processes... 

While they might appear much the same at first glance, these roles are actually very different Many times people who are just getting started with ITIL (or broader speaking ITSM) stumble over what the differences are between a Process Owner and Process Manager and, to a lesser extent, a Process Engineer. These are different roles, with different skill sets and expectations but there are some overlaps.... 

How Social IT Rebalances the People Process Technology Equation A remarkable transformation is taking place in the world of information technology today. It reflects a new generation of knowledge workers utilizing social media to improve problem-solving, foster collaboration and spark innovation. However, despite the continued reference to the traditional triad of success encompassing people, process...