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Review: Atlassian JIRA Service Desk and Confluence

This independent review is part of our Self Service Market Review. Self Service Market Review and Terms Also participating: Alemba Cased Dimensions Cherwell Service Management EasyVista Freshservice LANDESK (BEST IN CLASS) SMT-X Commercial Summary Vendor Atlassian Product JIRA Service Desk and Confluence Version reviewed 2.2-OD-08 Date of version Release December 2014 Year Founded 2002 Customers 9000... 

Review: LANDESK Service Desk (Best in Class)

This independent review is part of our Self Service Market Review. Self Service Market Review and Terms Also participating: Alemba Atlassian Cased Dimensions Cherwell Service Management EasyVista Freshservice SMT-X Commercial Summary Vendor LANDESK Product LANDESK Service Desk Version reviewed 7.8 Date of version Release January 2015 Year Founded 1985 Customers 1000 worldwide Pricing... 

Transforming the User Experience

We often hear that we need to do more to transform the ‘experience’ of our IT Customers. Transforming what? Why do we need to do this? Well because so many IT customers and users complain about the quality and level of communications and feedback when dealing with IT departments. This can vary from simply being too slow to respond, or slow to run projects, being negative or resistant to change,... 

Support Provision & the Changing Landscape of the Service Desk

Service desk teams provide support and service to company employees, helping them to make the most of the IT assets that the company provides. At least, that was always the role that IT Service Management teams saw themselves providing. The overall goal may not have altered, but how this is fulfilled has been changing. The traditional methods that service desk teams use to demonstrate their value don’t... 

Review: Samanage for Outside IT 2014

Samanage This independent review is part of our Outside IT Review. Outside IT Review Overview and Terms Also participating – Cherwell, ServiceNow, TOPdesk To download the full report as a PDF please visit : http://download.itassetmanagement.net/outside-it/   Executive Summary Elevator Pitch Vendor pitch is around speed of implementation and lack of need for technical input and ease... 

Review: Cherwell for Outside IT 2014

Cherwell Service Management This independent review is part of our Outside IT Review. Outside IT Review Overview and Terms Also participating – Samanage, ServiceNow, TOPdesk To download the full report as a PDF please visit : http://download.itassetmanagement.net/outside-it/   Executive Summary Elevator Pitch Cherwell is an established vendor within the ITSM market, with a particular... 

Review: TOPdesk for Outside IT 2014

TOPdesk This independent review is part of our Outside IT Review. Outside IT Review Overview and Terms Also participating – Cherwell, Samanage, ServiceNow To download the full report as a PDF please visit : http://download.itassetmanagement.net/outside-it/   Executive Summary Elevator Pitch TOPdesk offers ‘out-of-the-box’ service management solutions, with standard configurations... 

Review: ServiceNow for Outside IT 2014 (Best in Class)

ServiceNow (Best in Class) This independent review is part of our Outside IT Review. Outside IT Review Overview and Terms Also participating – Cherwell, Samanage, TOPdesk To download the full report as a PDF please visit : http://download.itassetmanagement.net/outside-it/   Executive Summary Elevator Pitch A leader in Enterprise Service Management (ESM) – ServiceNow is positively... 

Industry News Roundup inc The New Sheriff of the Web

No time to read all the interesting news and info floating around social media and appearing in your inbox? Read our round up of what we’ve found interesting this week. Print Everything. – Matt Beran (officially the most fidgety man in ITSM), Matt Hooper and Mark Kawasaki talk productivity tools, podcasts and print services. Watch here First NHS IT Service Desk In England To Secure 3-star Accreditation... 

An alternative source of talent for your service desk?

Due to the advances in healthcare and longer life expectancy it is estimated that within 15 years of the date of this article almost a third of the UK workforce will be in the over 50-age bracket. Do you have an apprentice working in your IT department? Perhaps on your Service Desk learning the ropes, planning their rise through the ranks to Database Administrator or Network Engineer? I of course am... 

Product Group Tests

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