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The Scourge of Jargon

This article has been contributed by Chris Lee – currently working with Six Degrees Group who provide integrated managed data services linking people, places and clouds.   “Going forward, and with enough synergy, we can push the envelope on this project. We know it has social currency; we know it’s on brand. Let’s ship it by COP Friday.” We all know someone who talks like this.... 

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 If it doesn’t, ITSM may possibly run the risk of withering into an outdated set of processes.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... 

How to use rapid communications to meet customer service goals using SLAs

Teon Rosandic This article has been contributed by Teon Rosandic, VP EMEA at xMatters. IT leaders and engineers certainly have their hands full with ever more sophisticated internal customers who are more empowered and easily disappointed than ever.  They are placing greater demands to “get it right” and deliver immediate access to information, products and services. End users want to... 

Knowledge14, steal like an artist

In this article, I hope to capture my thoughts and experiences from Knowledge14, the ServiceNow annual conference. See an early preview from the first day here [Live from Knowledge14 – ServiceNow preview Kanban visual tasks boards] Steal like an artist Fred Luddy, CPO and Founder of ServiceNow, quoted Steve Jobs during his keynote: “Good artists copy, great artists steal” ~ Steve Jobs Fred was... 

Review: ServiceNow for Service Catalogue

This independent review is part of our 2013 Service Catalogue Group Test. Service Catalogue 2013 Group Test Overview and terms Also participating – Axios [BEST IN CLASS], Biomni, Matrix42 Executive Summary – ServiceNow Overview High end functionality Enterprise focus Strong corporate backing and growth Strengths Extensive functionality Best Demand dashboard functions Flexibility... 

“May You Live in Interesting Times” – The Impact of Cloud Computing

Changing of the Guard Kylie Fowler is a regular columnist for The ITSM Review, see previous articles from Kylie here. It’s not often that most people get to experience a true paradigm shift, even in IT where change is endemic and part of the lifeblood of the industry. However there is no doubt that cloud computing and the commoditization of processor power and storage represent a true metamorphosis... 

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