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Assessment Criteria: Proactive Problem Management Product Review

In August of this year, we will be kicking off our product review dedicated to “Proactive Problem Management”, the use of ITSM technology that enables organizations to practice proactive or pre-emptive problem management. Which vendor will win when it comes to proactive problem management? Overview The aim of this review is to showcase best of breed ITSM software in use outside the IT... 

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... 

Problem management challenges and critical success factors

Following his presentation on “problem management challenges and critical success factors” at the 8th annual itSMF Estonia conference in December, Tõnu Vahtra, Head of Service Operations at Playtech (the world’s largest publicly-traded online gambling software supplier) gives us his advice on understanding problem management, steps to follow when implementing the process, and how to make it... 

itSMF Estonia Conference Round-up

Beautiful Estonia On Wednesday 11th December, in a very cold and snowy Tallinn, President of itSMF Estonia, Kaimar Karu kicked off the annual itSMF Estonia conference by introducing all of the speakers and encouraging delegates to ask questions of them throughout the day. Kaimar had managed once again to raise attendance of the conference (by 10%), with representation from 10 different countries, and... 

The Coming Workforce: A Case for IT Service Management

Welcome to the Millenial generation With the Boomer generation set to retire en mass, IT organizations are faced with the unprecedented brain drain of institutional knowledge. Generation X and Millennials have decidedly different work styles and career expectations than previous generations. At the same time, expectations of productivity and customer value generation have never been higher. IT organizations... 

Service Management at the speed of light

ServiceNow recently held a three-city European forum. The event was a compact version of the larger ‘Knowledge’ event held in the US and a chance for customers to share experiences and hear from ServiceNow bigwigs. I found the most fascinating session of the day was from Reinoud Martens, Service Manager at CERN, the home of particle accelerators and clever physicists searching for the origins... 

UBS harness social to stem email overload

Peter Barnes, Global Head of On-Line Media IT, UBS AG Peter Barnes, Global Head of On-Line Media IT at UBS, shared his experiences of implementing social software at a roundtable hosted by Jive Software this week. Peter is the head of IT responsible for developing and managing all public websites, Social Media networks, Intranet, Video, Communication and Branding technologies for the 150 year old... 

Knowledge Management 2013 Group Test – The Results

This is a competitive comparison of Knowledge Management technology. Products reviewed: Cherwell EasyVista ITinvolve [BEST IN CLASS] Download Review (Free PDF, No Registration Required – 343kb, 4 Pages) Knowledge Management 2013 Best in Class Knowledge Management 2013 Best in Class: ITinvolve ITinvolve – all 3 products are a good option as they meet the basic requirements requested,... 

Review: ITinvolve for Knowledge Management [BEST IN CLASS]

This independent review is part of our 2013 Knowledge Management Group Test. 2013 Knowledge Management Group Test Overview and terms Also participating – Cherwell, EasyVista Executive Summary – ITinvolve Overview New vendor with innovative product and approach Viral/organic knowledge approach Lots of good features  well thought-out functionality Product requires a big shift in approach... 

Review: EasyVista for Knowledge Management

This independent review is part of our 2013 Knowledge Management Group Test. 2013 Knowledge Management Group Test Overview and terms Also participating – Cherwell, ITinvolve [BEST IN CLASS] Executive Summary – EasyVista Overview Good functionality meets all stated requirements Seamless integration across the ITSM product set Vendor established global position in mid-market –limited... 

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