This independent review is part of our 2013 Incident and Problem Review. See all participants and terms of the review here. Executive Summary Elevator Pitch A tidy interface, driven by product hierarchies, and backed up with a potentially powerful CMDB.Work put in to configure the Info Zone, Guidance and FAQs can make the job of the Service Desk, Analysts, and even the end user interaction easier. Strengths Crisp... 

This independent review is part of our 2013 Incident and Problem Review. See all participants and terms of the review here. Executive Summary Elevator Pitch An improved interface and comprehensive coverage of Incident and Problem Management, with some added innovation to make scheduling work a little easier for Service Desks and support staff alike. Strengths Logging by Type, Category and Symptom... 

This independent review is part of our 2013 Incident and Problem Review. See all participants and terms of the review here. Executive Summary Elevator Pitch Cherwell use intelligent interfaces and well constructed forms to automate the basics of the processes in a comprehensive and informative way. Strengths Core stages of process management as part of the user interface In-context configuration... 

This independent review is part of our 2013 Incident and Problem Review. See all participants and terms of the review here. Executive Summary Elevator Pitch TOPdesk adds Kanban-type resource scheduling to add a new dimension onto Incident and Problem Management. Strengths The Plan Board incorporates a Kanban style approach to scheduling tasks to help drive efficient resourcing Keywords trigger... 

This independent review is part of our 2013 Incident and Problem Review. See all participants and terms of the review here. Executive Summary Elevator Pitch If systems management monitoring takes care of servers, Nexthink presents you all you need to know about the end-user side of the coin. Nexthink sits apart from the nuts and bolts of Service Management tooling, but offer guidance to analysts... 

ITSM Tool Certifications - Good or Bad Thing? What is your view? This article has been contributed by Stephen Mann, Senior Analyst at Forrester Research. I recently stumbled upon the fact that Pink Elephant had introduced a new PinkVERIFY “version,” PinkVERIFY 2011, I assume to move into line with ITIL 2011. It reminded me that I still owed the IT Service Management (ITSM) Community a blog on such... 

Who would be in your fantasy ITSM implementation team? After years of experience deploying ITSM solutions in a variety of customers,  and in the midst of a major soccer tournament here in Europe which brings out the managerial expert in football-watching folk, I found myself musing on what would be my “Fantasy” ITSM team. What is that seemingly mythical combination of team members that... 

Holonomix MD Darren Prince Management software company VMTurbo has announced HoloSphereVMT, an operations/service desk management offering which has been developed with industry partner Holonomix. Claiming to be able to provide “out-of-the-box” integration with service desk solutions such as ServiceNow, Zendesk and OTRS, this new offering aims to reflect real-world customer requirements in its... 

Former US Secretary of Defense Donald Rumsfeld Common sense tells us we ought to choose a select few ITSM metrics which clearly demonstrate value. But what happens if we outgrow our original metrics? Or the goalposts change? Or we acquire 15 different companies? Similarly, once we have completed the basics and want to start exploring continual service improvement – Do we start all over again?... 

Say What You See ITSM folklore states that the helpdesk software market is heavily oversaturated. Companies don’t suddenly discover the need for an IT helpdesk – it is a replacement market. That may be the case for large enterprises, but this overlooks the enormous market of small and growing businesses. In the UK for example the Federation of Small Businesses claims that 99% of UK business activity...