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itSMF UK Conference 2015 Preview

Roll up, roll up! It’s one of the biggest events in the UK ITSM calendar next week as it’s the annual itSMF UK conference! We are proud to be media partners so here is a preview of coming attractions!   There are 4 tracks for the conference: Track 1: Change & Collaboration Track 2: Cloud & Service Integration Track 3: People & Skills Track 4: Service Culture & Customer Experience   Introducing... 

ITSM Review Confirmed as Official Media Partner for PINK16

The ITSM Review are excited to be confirmed as official media partners for PINK16 – Pink Elephant’s 20th annual international IT Service Management conference and exhibition in Las Vegas from 14th – 17th February 2016. PINK16 Now in it’s 20th year, Pink Elephant’s Annual IT Service Management Conference & Exhibition being held in Las Vegas from 14th – 17th... 

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... 

Quick Guide to Knowledge Management

This quick guide has been contributed by Mike Simpson of CIH Solutions. The guide discusses how Knowledge Management (KM) can be used to manage risk and control costs in an IT Service Management environment. The guide identifies four ‘hot spots’ based on the author’s experience and outlines common problems and suggests solutions using KM. Introduction Author: Mike Simpson, CIH Solutions As with... 

Mobile: the new frontier for self-service

Artificial Intelligence on the service desk [Holly from RedDwarf]Google searches performed on a mobile device outstripped desktop searches (in certain territories), according to figures released last week. That’s an important milestone in the meteoric use of mobile. Of course, the searches refer to global use of Google, including consumers searching for the nearest pizza joint, and are not necessarily... 

Podcast Episode 11 – Structured Problem Analysis

In Episode 11 of The ITSM Review podcast Rebecca Beach discusses structured problem analysis and problem solving methodologies with guests Simon Morris and Tobias Nyberg. Topics include: Strategic activity Kepner Tregoe Slack time and overload Bias/challenging assumptions Maturity barriers Playing the blame game Sex, drugs and rock-n-roll Books mentioned and further reading/information: The New... 

The Only Way Is: Essex County Council ITSM

The only way is…. ITSM Essex County Council might not have its own glamorous television series dedicated to the highs and lows experienced on its own personal IT Service Management (ITSM) journey, yet. But… the organisation has been doing admirable work in this field and helping (to some degree) local government overcome budget challenges Excellence through ITIL The council points out... 

Coming Soon: ITAM and ITSM Integration Group Test

Our next Group Test will explore the relationship between the IT management disciplines of IT Asset Management (ITAM) and IT Service Management (ITSM). The review will explore the opportunities for managing assets and interacting with ITAM teams whilst maintaining everyday ITSM processes. We’re looking to review: ITSM tools that offer ITAM functionality or integrate with tools that do As well as... 

An ITIL Evolution: New ITIL Practitioner Qualification From AXELOS

It has been heralded as the ‘most significant’ evolution in the ITIL best practice framework since the launch of AXELOS, but what is it? The new ITIL Practitioner Qualification has been announced this week at the ITSM Leadership Congress in Singapore. ITIL Practitioner  is being developed to help organizations and individuals increase the value they obtain from using ITIL by offering additional... 

Self Service IT: Not as Scary as it Sounds

This article has been contributed by Stuart Power, UK Sales Manager at Matrix42. I don’t know about you, but I’ve worked for a number of companies at which, as a new employee, it has taken days or weeks to be given the technology I need to do my job. I’ve no doubt it’s still happening in many organisations today. But as the proportion of ‘digital natives’ in the workforce increases, that... 

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