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Home » Archive for April, 2012

HDI2012 vs. SDITS12 on Twitter

I’ve been playing about with some Twitter tools recently and thought I would analyze the two big ITSM events this week: The HDI Conference and Expo in Orlando, Florida, USA and The Service Desk and IT Support Show in London, UK. I appreciate twitter is not the most perfect mechanism for measuring sentiment at conferences – but I believe it provides a good indication of conversations and interests.... 

Rob England: "What is Service Management?"

Tenuous link: One of Rob's passions outside of ITSM is trains. The ITSM Review offices are in sunny Swindon in the UK, home of Isambard Kingdom Brunel's workshops which powered the Great Western Railway. Editor’s Note: We are very pleased to welcome Rob England (a.k.a The IT Skeptic) as regular columnist at The ITSM Review. Service Management Railways provide a useful analogy for understanding... 

UK IT Conference Season Starts With Service Desk & IT Support Show

Laura Venables "Our 2012 line-up of big name exhibitors and illustrious expert speakers has already generated a lot of positive feedback from pre-registered visitors" Spring has sprung and the IT conference season engine for 2012 has officially started. Actually, Las Vegas and Orlando got going in January/February, but at least we’re civilised enough to wait until the clocks go forward... 

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?... 

The ABC of ITSM: Why Building The Right Process Matters

Attitude, Behaviour and Culture (ABC) - this sets out to ensure that the human aspect of ITSM and service delivery matches that of the IT implementation. This article has been contributed by Ben Cody of Serena Software. In my previous piece for The ITSM Review, I examined the state of general dissatisfaction with ITSM tools at the moment. In doing so, I wanted to question why a positive dedication... 

7 Benefits of Using a Known Error Database (KEDB)

KEDB - a repository that describes all of the conditions in your IT systems that might result in an incident for your customers. I was wondering – do you have a Known Error Database? And are you getting the maximum value out of it? The concept of a KEDB is interesting to me because it is easy to see how it benefits end users. Also because it is dynamic and constantly updated. Most of all because... 

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... 

GAMIFICATION: Collecting Coins on the Service Desk

Will generations of IT workers weaned on video games in their youth (such as the hugely popular Nintendo Super Mario Bros format) respond to game mechanics in the workplace? Argentinian ITSM software vendor InvGate have announced some ‘Gamification’ features this week. “Gamification is the concept of applying game-design thinking to non-game applications to make them more fun and engaging.”... 

Product Group Tests

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