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Do SLAs hinder collaborative relationships with our supply chain?

Pretty much all outsourcing contracts in the IT Service Management world rely on, or at the very least, utilise the Service Level Agreement (SLA). Certainly they are important as they are the physical representation of performance of the contracting party and used as the measure by which trends in supplier performance is understood. But is there too much reliance on SLAs as a measure of performance... 

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 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... 

How to Segment and Prioritize Vendors and Suppliers

Click to Enlarge Vendors and suppliers need to be managed. Some will require more management than others. How do you go about differentiating between them and managing their delivery to you? Vendor Segmentation Vendors can and should be segmented within a supplier relationship framework, as it is important to recognise that the method of engagement and measurement of performance is different dependant... 

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 –... 

Which ITSM Vendors Engage Online?

I was inspired to compile this list of ITSM Vendors in order of online influence after listening to an edition of the ITSM Weekly Podcast in which James West of ServiceDesk360 discussed his list of ‘influencers’ on PeerIndex. Of all the segments of the IT market that might benefit from social networking and enterprise collaboration – nowhere is it more relevant that ITSM. Click to View Vendors... 

Product Group Tests

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