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 If it doesn’t, ITSM may possibly run the risk of withering into an outdated set of processes.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

itSMF networking meeting, York, UK

Free Networking Event – Open to non-members itSMF UK are holding a free networking event in the Biltmore Bar and Grill in Swinegate, York, from 6-8pm on Wednesday 14th May. This event is for anyone in York and surrounding areas who works in IT service management (ITSM). It provides an opportunity to meet with fellow professionals and to learn and share how to best apply techniques from ITIL... 

Review: Nexthink 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 In the emerging IT management category ITOA (IT Operations Analytics) Nexthink provides a very different view and,... 

A vision for ITIL

Since the UK Government transferred ITIL (and the rest of their best management practice portfolio) to AXELOS there have been lots of suggestions about what they should change. I’ve been involved in discussions about the future of ITIL with many people, face-to-face and in social media, and there is clearly a lot of passion as well as many creative ideas. This article is my contribution to the ongoing... 

Met Office reduces (software) forecast errors

The Met Office has to implemented a new software release and deployment automation solution to reduce the number of software planning, delivery, deployment and execution errors it needs to handle on a day to day basis. Image credit: http://www.metoffice.gov.uk/ The UK national weather and climate services authority has worked with specialist partner in release and deployment management solutions Cachet... 

Teleopti Shines With 4 Star SDI Certification

Swedish WorkForce Management (WFM) and Telecom Expense Management (TEM) company Teleopti has been awarded a “coveted” 4 star Service Desk Certification maturity rating from the Service Desk Institute (SDI). The company had held a 3 star certification since 2010. Teleopti’s service desk joins a select group of worldwide teams who have achieved a 4 star certification including those from Telefónica,... 

Why the CIO won't go the same way as the VP of Electricity

CIO, Dead as a… ? Commoditisation is, without doubt, a massive and revolutionary trend in IT. In just a handful of years, a huge range of industrialised, cost-effective solutions have created rapid change, so much so that some commentators now predict the end of the corporate IT department altogether. Info-Tech Research Group’s June 2013 article highlights a comparison made by some, between today’s... 

Integrating IT management data to support ITSM

Integrating IT management plumbing to support ITSM processes With my Incident and Problem Management focussed review completed, I am now turning my attention to my next review project: Integration tools that compliment ITSM. Integration Tools complementing ITSM One of the key elements of delivering quality service to an organisation is to ensure that teams have relevant information to hand, to assist... 

Everything is improvement

Traditionally Continual Service Improvement (CSI) is too often thought of as the last bit we put in place when formalising ITSM.  In fact, we need to start with CSI, and we need to plan a whole portfolio of improvements encompassing formal projects, planned changes, and improvements done as part of business-as-usual (BAU) operations.  And the ITIL ‘process’ is the wrong unit of work for... 

Planning for Major Incidents

Do regular processes go out of the window during a Major Incident? Recently I’ve been working on Incident Management, and specifically on Major Incident planning. During my time in IT Operations I saw teams handle Major Incidents in a number of different ways. I actually found that in some cases all process and procedure went out of the window during a Major Incident, which has a horrible irony... 

Product Group Tests

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