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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... 

Availability, Incident and Problem Management – The New Holy Trinity? (part 1)

So here’s the thing. We all know that incident and problem management, if working well, can reduce interruptions to the end user and improve service quality for the business. From an end user’s perspective though, availability is the name of the game. While most organisations have the basics covered with incident management, how many use problem & availability management to look at the underlying... 

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... 

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... 

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... 

itSMF UK Conference 2013 – the practitioner perspective

Meeting the famous ITSM Penguin When I got a tweet from Sophie saying I’d won the ITSM Review Competition for a free ticket to the itSMF UK Conference and Exhibition I seriously couldn’t wait to tell people…especially my manager who was delighted. I’ve never been to Birmingham and I’d certainly never been to an itSMF UK conference and now I had the chance to be there in a more interactive... 

Kepner Tregoe: Working together on Problem Management

Steve White, Senior Consultant at Kepner Tregoe discusses his interactive session at the itSMF UK Conference and Exhibition entitled “Igniting Problem Management with Pre-emptive Successes”. In this video Steve invites people to come along to his session to share both their Problem Management successes and current issues. With powerpoint banned, Steve’s session aims to facilitate... 

IT Knowledge Management – Spreading the Word!

Anyone with experience in IT support knows the importance of knowledge in reducing resolution time. Anyone with math skills can extrapolate business value from rapid resolution. Despite its obvious benefits, Knowledge Management (KM) remains a frustration for a vast majority of enterprises. Why? Because organizations continue to approach KM as a monolithic publication effort with ancillary inputs from... 

Review: Axios assyst

This independent review is part of our 2013 Incident and Problem Review. See all participants and terms of the review here. Executive Summary Elevator Pitch A tidy interface, driven by product hierarchies, and backed up with a potentially powerful CMDB.Work put in to configure the Info Zone, Guidance and FAQs can make the job of the Service Desk, Analysts, and even the end user interaction easier. Strengths Crisp... 

Review: BMC Footprints

This independent review is part of our 2013 Incident and Problem Review. See all participants and terms of the review here. Executive Summary Elevator Pitch An improved interface and comprehensive coverage of Incident and Problem Management, with some added innovation to make scheduling work a little easier for Service Desks and support staff alike. Strengths Logging by Type, Category and Symptom... 

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