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Transforming the IT service experience

Left to right: Lori Krikorian, Dana Swanstrom, and Sally Shane accepted the Project of the Year award in Las Vegas in February. EMC Corporation’s IT organization (EMC IT) has been on a multiyear transformational journey, transitioning to a virtual and private cloud infrastructure and modifying its operating model to be one of a competitive service provider. They have also been working to unlock the... 

Change and Release Management: What are they? What’s missing?

Daniel Breston This article was contributed by Daniel Breston, Consultant at Qriosity Limited. I was recently challenged by Mike Orzen (co-founder of Lean in IT practises and my mentor) to answer a simple question: what do you think the purpose of change and release management is in ITIL or any other IT best practice framework? I started by asking what aren’t they? Change is not about doing the... 

Building the business case for configuration management

Carlos Casanova This article has been contributed by Carlos Casanova from K2 Solutions Group.  At last year’s itSMF USA conference in Nashville I had the pleasure of meeting Dagfinn Krog from itSMF Norway. We had a great conversation regarding configuration management and The Phoenix Project by Gene Kim, and during the conversation, there were some references to attending the conference in Norway,... 

Strategy, IT value & buzzwords – is there an elephant in the room?

Meeting Sophie Danby from ITSM Review This was my first time attending the Pink Elephant conference and I must say, I was very impressed. I had heard that Pink is the “must-attend” service management conference and I’m pleased to say that Pink did not disappoint. The Pink staff, the sessions, and the people all are top notch, even the food was great. To post every highlight would simply... 

Assessment Criteria: Outside IT Product Review

In March of this year, we will be kicking off our product review dedicated to “Outside IT”, which will take a look at the use of ITSM technology outside the IT department. Overview The aim of this review is to showcase best of breed ITSM software in use outside the IT department, highlight key competitive differentiators and provide readers of The ITSM Review with impartial market intelligence... 

Why is configuration management so tough?

IT Hoarders – do you really need all those old IT items that you no longer use? Overheard at a recent conference: “Oh, we are working on configuration management…Why? Because it’s an ITIL process” I cringed. The conversation continued with “…yeah, I don’t know why it’s not going well. We bought <well-known tool name here> which has a CMDB. We have been adding configuration... 

Coming Soon: The Battle of Change, Configuration and Release

Let the battle begin! We’re excited to be kicking off our research briefings next week for our competitive analysis on Change, Configuration and Release. Scheduled for publication in May, vendors confirmed to participate so far include: Axios Systems Cherwell Software ITinvolve ManageEngine TOPdesk The research will highlight competitive differentiators; feature key strengths (and weaknesses too... 

Assessment Criteria – Change, Config and Release

Today we begin our competitive analysis of Change, Config and Release.  As with previous reviews our goal will be to highlight the key strengths, competitive differentiators and innovation in the industry. Widely recognised as key to the successful preservation of production systems, the ITSM processes of Change, Config and Release are perceived as pivotal to maintaining the integrity and stability... 

Review: Absolute Software for Integrations

This independent review is part of our Integrations 2013 Group Test. Integrations 2013 Group Test Overview and terms Also participating – Absolute Software, BDNA, Bomgar, Cherwell, EasyVista, LANDesk, ManageEngine, Matrix42, Nexthink, ServiceNow Executive Summary Elevator Pitch A restful and subtle interface with an inclusive service management solution that wraps around a comprehensive endpoint... 

The ITSM Diet

I am undergoing a very personal transformational change right now. I am trying to learn how to eat in the real world and maintain a healthy weight. I had really let myself go. No exercise, eating too much, eating the wrong things and not caring. The results: 360 lbs.; the inability to walk at least 50 feet without wheezing; acid reflux; and an impressive expanding waistline. I felt horrible. My body... 

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