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Atlassian tops table for customer satisfaction, 17 tools ranked by customers at #SITS15

The ITSM Review team recently attended the ITSM trade show SITS15 to collect customer reviews of ITSM tools for our new sister site: TOOLS ADVISOR. We wanted to know how SITS15 visitors rated their ITSM tools: How did they rate the tool? is it good value for money? Are the support team responsive, did tool buyers receive a good level of support? How satisfied were they with the product and how likely... 

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... 

ITSM Tools Universe Preview: How aligned are ITSM tool vendors to their customers?

Rebecca Beach has been locked away in ITSM Review labs reviewing technology and crunching numbers for the last few months in preparation for our ITSM Tools Universe research. I am very pleased to say that we’ll be lifting the lid on the research in the next few weeks. In this article I’ll provide a quick preview. How customizable is your ITSM tool? ITSM Review readers have told us the ability... 

Case Study: Domtar decimate ITSM tool configuration costs with codeless

CLICK TO ENLARGE One of the first articles we published on the ITSM Review back in 2011 described the market shift from consulting-heavy customized ITSM projects to the simplicity of ‘configure it yourself’ SaaS based offerings, and in particular the significant change in cost structure (‘The ITSM Pricing Ouch-o-meter). Agile ITSM Once upon a time the ability of suppliers to ‘darken the... 

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