News, Reviews and Resources for ITSM Professionals.

Home » Posts tagged with "service desk"

Service Desk Rockstars – Retail Assist wins SDI Best Managed Service Desk Award

Nottingham based company Retail Assist, has won the globally recognised ‘Best Managed Service Desk’ Award at the Service Desk Institute’s (SDI) Annual IT Service and Support Awards. If you’ve not heard of Retail Assist before, they provide managed services for the retail sector and some of the brands they support are Pizza Hut, Vue Cinemas, Cath Kidston, Karen Millen, White Stuff and Oasis. The... 

Knowledge Management 101

One of the ITIL processes that tends to be glossed over is Knowledge Management which is a shame because it’s the process that can empower your people the most. Used effectively, Knowledge Management can empower your people, reduce Incident resolution times and increase customer satisfaction. So what is Knowledge Management? Knowledge Management is the process responsible for sharing perspectives,... 

Incident Management Group Test 2016 – The Results

This group test is a review of software products and vendors in the ‘Incident Management’ market area. Our remit was to explore how toolsets can support and optimise the Incident Management process. Incident Management Overview Incident Management is a key part of the ITSM Software Market – think about it – what organisation doesn’t do Incident Management? Incident Management is one... 

ITAM and ITSM Integration Group Test – The Results

Six tools offering ITAM and ITSM from around the globe This Group Test explores the relationship between the IT management disciplines of IT Asset Management (ITAM) and IT Service Management (ITSM). Our remit was to explore the opportunities for managing assets and interacting with ITAM teams whilst maintaining everyday ITSM processes. In particular we were looking to review ITSM tools that offer ITAM... 

InvGate for ITAM and ITSM

I recently reviewed InvGate for the ITAM vs. ITSM Integration group test. Below is a summary, read the full review on Tools Advisor here. Also Participating: ManageEngine Matrix42 [Best in Class] Miradore SupaTOOLS Virima Technologies To read the summary, strengths and weaknesses, and criteria please visit this page. InvGate Assets & Service Desk Invgate is an Argentinian software company offering... 

SupaTOOLS for ITAM and ITSM

This independent review is part of our ITAM vs. ITSM Integration group test. Also participating: InvGate ManageEngine Matrix42 [Best in Class] Miradore Virima Technologies To read the summary, strengths and weaknesses, and criteria please visit this page.  Commercial Summary Vendor SupaTOOLS Product SupaDESK, SupaCMDB Version reviewed 20150104, released 4th April 2015 Year Founded 2014... 

Miradore for ITAM and ITSM

This independent review is part of our ITAM vs. ITSM Integration group test. Also participating: InvGate ManageEngine Matrix42 [Best in Class] SupaTOOLS Virima Technologies To read the summary, strengths and weaknesses, and criteria please visit this page. Commercial Summary Vendor Miradore Product Miradore Version reviewed V4.1 (released June 2015) Year Founded 2006 Customers About 40... 

Virima Technologies for ITAM and ITSM

I recently reviewed Ecosystem Manager from Virima Technologies for the ITAM vs. ITSM Integration group test. Below is a summary, read the full review on Tools Advisor here. Also Participating: InvGate ManageEngine Matrix42 [Best in Class] Miradore SupaTOOLS To read the summary, strengths and weaknesses, and criteria please visit this page. In Summary EcosystemManager from Virima is a new addition... 

ITSM: Making a big splash in SAM

The following article forms part of a larger publication looking to understand the merits of best-practice as they pertain to Software Asset Management. Like any IT discipline, SAM does not exist in isolation, and can benefit greatly from the data typically deemed resident in Service Management. As ever, your feedback in the comments section below would be welcomed. Software Support & Maintenance... 

ITSM – Crossing the SAM Divide

As can be seen from the literature and marketing brochures of many Service Management tool providers, the appeal to cross the border and reach into the Software Asset Management space is proving very difficult to resist, and there is some merit to the approach: Inventory agents for SAM report the same data as inventory agents for ITSM, so if an ITSM tool is already in place, why not use it and save... 

Product Group Tests

Article by Topic