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Winners and Losers in the ITSM Premier League

Six leading ITSM vendors went head to head this week at the itSMF UK Tools forum. The free event was held at the Etihad stadium in Manchester, home of the 2012 premier league winners Manchester City. This was openly promoted as a tool focused event. A perfect opportunity for some of the leading lights of the industry to showcase their technology and highlight their competitive differentiators. An opportunity... 

The Curious Technologist & The Case of the Analogies

Sometimes technicians, to paraphrase the character of Ian Malcolm, are: “… so preoccupied with whether or not they could, they didn’t stop to think if they should.” As the new analyst for The ITSM Review, I was presented with the objectives and characteristics of the role – namely that of The Curious Technologist. As I embark on this odyssey, I want these articles in particular to be a little... 

Service Desk and IT Support Show 2012 – All in all a good two days.

Diversified Communications reported a 13% increase in attendance Just before taking up my new role here as an Analyst for The ITSM Review, I was lucky enough to be given the chance to come to this show as preparation for the task ahead. Certainly on the second day, in our London “drought”, the shelter from the torrential rain provided by exhibitors was interesting, perplexing, and at times irritating,... 

ITSM Metrics: Known Knowns, Known Unknowns and Unknown Unknowns

Former US Secretary of Defense Donald Rumsfeld Common sense tells us we ought to choose a select few ITSM metrics which clearly demonstrate value. But what happens if we outgrow our original metrics? Or the goalposts change? Or we acquire 15 different companies? Similarly, once we have completed the basics and want to start exploring continual service improvement – Do we start all over again?... 

University of Exeter Students Choose Twitter for IT Support

Given the choice, University of Exeter Students Opted to Receive IT Support Updates via Twitter The itSMF held their UK South West & South Wales Regional meeting at the University of Exeter this week. The theme of the day was processes and toolsets with a big emphasis on member interaction and discussion. In a nutshell: A good day. Recommended. Two presentations really stood out for me during... 

ITSM Vendor Directory V1.0 (itSMF UK Conference Exhibitors)

Web searches for tool vendors has given me a shortlist of over 100 ITSM related vendors (See here and here for a few examples).  However my goal is to present tool vendors in a meaningful and useful format for prospective buyers. The aim is to allow oranges to be truly compared with oranges. As a starting point I have included software vendors who exhibited at the recent UK itSMF conference. I will... 

ITSM Tools Census – Creating an Independent Guide to Tools

One of the primary reasons for starting The ITAM Review back in 2008 was to simply provide an unbiased list of the key players in the market. The vendor directory was one of the first pages to be published on The ITAM Review and continues to be one of the most frequently visited pages. I commonly speak to organizations about to embark on their final technology selection with tools that are inappropriate... 

The ITSM Tool Pricing Ouch-O-Meter

Click to Enlarge One thing that has surprised me during my initial exploration of ITSM tools is the simplicity of some SaaS based pricing models. Software licensing options offer vendors the ability to flex their competitive muscles, adapt their solutions to different customers and maximize revenue. Microsoft is particularly good at this, if you are a left-handed student living in Outer Mongolia –... 

5 Steps to Building a Tool Selection Scorecard

At the SDI event I attended last week, Ken Goff gave a compelling talk on tool selection. This is not a new concept and I’m sure many readers would have used similar methodologies, nonetheless the credit for this article goes to Ken and SDI. In this article I aim to provide an overview of Ken’s logic. The goal is to build a decision matrix for tool selection that is closely aligned to your requirements....