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Next Generation Service Desk: Are you prepared?

Nev Wilshire keynoting at SDI Last week The ITSM Review was the Social Partner at the annual Service Desk Institute (SDI) conference. The tagline was “be inspired, take action, and be better” and I certainly get the impression that delegates left the conference with a big to-do list for improvement. Despite the strong emphasis on the “future of technology” in the agenda, for me the primary... 

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... 

2013: A Year in ITSM Review

Merry Christmas and a Happy New Year! As 2013 begins to draw to a close, I thought it would be nice to finish off the year with a final article that’s an overview of what has happened at the ITSM Review over the last 12 months.  That’s right, this will be our last post for 2013 because the entire team is heading off to fill their faces with mince pies and sherry. But don’t worry we’ll be back... 

Collaborative IT Support at the University of Reading

Joel Bomgar, Founder & CEO of Bomgar with Gordon Roberts, Customer Services & Communications Manager, IT Services for University of Reading Since 2012 British Universities have been able to charge £9,000 (about $15,000) per year for tuition fees. I wrote last year, following the itSMF regional at the University of Exeter, that this charging policy shifts the relationship between undergraduates... 

Introducing Rebecca

Rebecca Beach, ITSM Research Analyst (bringing balloons to Analyst briefings is strictly prohibited) I am very pleased to welcome Rebecca Beach to the team! Rebecca is joining as ITSM Research Analyst. SDI IT Service Excellence Professional of the Year 2012, Rebecca is a self-confessed geek and ITSM fangirl. “Rebecca is very passionate about providing the best possible service to her customers. She... 

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... 

Virgin Media: 'Problem Management is not just for IT'

Amanda Kirby, CSI Manager at Virgin Media, provides a summary of her presentation for the UK itSMF conference entitled “10 steps to problem management – a real life journey”. Amanda describes how the remit for problem management extends beyond IT to include networks, power and engineering. Problem Management even extends to the ‘My Virgin Media’ where consumer customers can manage their... 

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... 

itSMF UK seeks new leadership

Ben Clacy leaves itSMF UK on the 15th November after three years as Chief Executive. itSMF UK have begun their search for a new CEO after it was announced that Ben Clacy is to leave the organization after the annual conference in November. Ben first joined the non-profit organization in 2006 in a business development role and has served 3 years as Chief Executive. Ben is leaving the IT sector to lead... 

2nd Birthday

The terrible two’s? (Categorized by temper tantrums, saying “No” to everything, or refusing to do as they are told) We’ve been so busy here at The ITSM Review we missed our own 2nd Birthday, Whoops! Our very first article hit the interwebs on 3rd August 2011. Some 200 articles later, we have 24,000 visits a month (August 2013) from all over the globe. A sincere thank you to all the... 

Product Group Tests

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