News, Reviews and Resources for ITSM Professionals.

Home » Vendor News

Industry News Roundup Incl The Project Management Rap

No time to read all the interesting industry news and info floating around social media and appearing in your inbox? Read our round up of what we’ve found interesting this week. When The Hell Are You Going To Patch? – Rex McMillan writes for LANDESK on why sometimes you just need to patch the hole. Read more here Project Management Rap– Making us laugh, learn and, if we’re honest, cringe a... 

Live from Knowledge14 – ServiceNow preview Kanban visual task boards

Golden Gate bridge in San Francisco, home of Knowledge14 I’m in sunny San Francisco, California for ServiceNow’s annual user conference; Knowledge14. ServiceNow are expecting a mind boggling 6,000 attendees over the next few days – making it arguably the largest worldwide event in the ITSM field. Knowledge14 also includes 300 specialist breakout seminars and lab sessions and includes an expo... 

Free, the new normal

Arvind ParthibanSr.Marketing Manager – ITSM, ManageEngine “Why pay for helpdesk?” A new inflection point was reached in the service desk technology market space this week. A free service desk. Whilst free and open source ITSM technology has been available for quite a while – this is the first supplier I’ve seen to offer a free service desk without limitation on number of analysts... 

Case Study: Domtar decimate ITSM tool configuration costs with codeless

CLICK TO ENLARGE One of the first articles we published on the ITSM Review back in 2011 described the market shift from consulting-heavy customized ITSM projects to the simplicity of ‘configure it yourself’ SaaS based offerings, and in particular the significant change in cost structure (‘The ITSM Pricing Ouch-o-meter). Agile ITSM Once upon a time the ability of suppliers to ‘darken the... 

The $6BN Gorilla

One of my personal indicators gauging the success of an enterprise software vendor in a market is the ‘grumble factor’. This is an anecdotal measure that says – you can usually tell who is doing well in a market by the volume of other vendors grumbling about them. Successful vendors in the ascendancy are often accused of being ‘aggressive’, ‘discounting all over the place’ and ‘killing... 

From Tel Aviv to Beverley Hills on an ITSM mission

Tel Aviv based SysAid Technologies has announced that residential real estate brokerage Realty ONE Group has selected SysAid 9.0 integrated ITSM software. This deal is said to give Realty ONE Group the chance to use SysAid to manage its internal IT department and to assist with providing both in-office and mobile technical support for its nearly 4,000 agents across the western United States. “We... 

Majority Of Service Desks Not Supporting BYOD

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... 

Service Management’s 4 Golden C’s: Codeless Configuration & Complete Customisation

Edinburgh Castle from Princes Park. Cherwell Software has won a new customer for its Service Desk software solutions in the shape of Baillie Gifford, an independent investment management partnership based in Edinburgh, Scotland. Baillie Gifford is one of the largest investment trust managers in the UK. The firm is wholly owned by 36 partners and manages in excess of £75 billion with 700 staff. Complete... 

IT Service Management At VMTurbo Speed

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... 

IT SmartDesk: When Everyone Can Work in IT Support

I recently spoke with Maff Rigby of ITSM start-up IT SmartDesk. Maff recently presented a session at the itSMF UK conference entitled ‘Social IT – how social media is turning ITSM on its head’. The slides from Maff’s session can be found here. Facebook Meets IT Support In a nutshell, during his itSMF session Maff suggested ways in which Social concepts could be used to our advantage in ITSM....