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Major Survival Incident Kit – What’s In Yours?

Thanks @TOPdesk_UK for the sparkly survival kit. Loving your work! pic.twitter.com/mevMrJMPzO — vawns (@vawns) June 21, 2016 Following a sparkly pressie from the guys at TOPdesk, we got to thinking here at Enterprise Opinions towers about what should go in our emergency kit for dealing with Major Incidents. Coffee! To be fair, my Starbucks habit is slightly worrying but staying caffeinated... 

Smart Watches, Kangaroos & Demand Management; Knowledge 16 – Day 1

It’s Vegas baby! Knowledge is an annual event hosted by ServiceNow to share, collaborate and promote their platform. To give you an idea of the scale of this years Knowledge16 event, it has over 11,000 people registered, 160+ sponsors & partners and there are presentations on everything from Agile to password resets. More than 11,000 attendees will “Experience the Service Revolution” this... 

How predictive analytics have turned Incident Management on its head

Predictive analytics is set to turn the world of IT service management, and in particular Incident Management, on its head. After all, it has already done this for IT Capacity Planning, where it is now possible to predict and avoid future incidents at a workload level. Within IT capacity planning, forecasting (predicting, if you like) has always been a key feature of the discipline. It was used... 

Service Desk Rockstars – Retail Assist wins SDI Best Managed Service Desk Award

Nottingham based company Retail Assist, has won the globally recognised ‘Best Managed Service Desk’ Award at the Service Desk Institute’s (SDI) Annual IT Service and Support Awards. If you’ve not heard of Retail Assist before, they provide managed services for the retail sector and some of the brands they support are Pizza Hut, Vue Cinemas, Cath Kidston, Karen Millen, White Stuff and Oasis. The... 

Incident Management Group Test 2016 – The Results

This group test is a review of software products and vendors in the ‘Incident Management’ market area. Our remit was to explore how toolsets can support and optimise the Incident Management process. Incident Management Overview Incident Management is a key part of the ITSM Software Market – think about it – what organisation doesn’t do Incident Management? Incident Management is one... 

Coming Soon: Incident Management Group Test

Next on the chopping block for our independent reviews: The workhorse of ITSM; Incident Management Our next Group Test will explore the core deliverable of Service Management: Incident Management. Our Group Tests review and compare the features and strengths of technology for a particular use case. The aim of the review is to support prospective buyers with their selection process by providing features... 

Technology Review: EasyVista

This is a review of the EasyVista ITSM solution. The product (set) reviewed was: EasyVista ServiceManager EasyVista Service-Apps EasyVista Click2Get These collectively make up ‘EasyVista.com’ – the product set reviewed will be released on July 1st 2014. At a glance EasyVista is an established and growing player in the ITSM industry – from an initial start in 1988 through to a floated business... 

Availability, Incident and Problem Management – The New Holy Trinity? (part 2)

Following on from part one, here are my next seven tips on on how to use availability, incident and problem management to maximise service effectiveness. Tip 4: If you can’t measure it, you can’t manage it Ensure that your metrics map all the way back to your process goals via KPIs and CSFs so that when you measure service performance you get clear tangible results rather than a confused set... 

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... 

Availability, Incident and Problem Management – The New Holy Trinity? (part 1)

So here’s the thing. We all know that incident and problem management, if working well, can reduce interruptions to the end user and improve service quality for the business. From an end user’s perspective though, availability is the name of the game. While most organisations have the basics covered with incident management, how many use problem & availability management to look at the underlying... 

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