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SDI Software Showcase: Here Comes the Sun

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sun

No more cloud… please!

Wednesday 23rd October was SDI’s Service Desk Software Showcase held at ThinkTank Birmingham.

A crash on the M5 motorway and some technical difficulties meant that things kicked off a little later than scheduled, but it gave me a good chance to mingle and find out what other attendees were hoping to take away from the day even if that was just a nice Danish (which didn’t materialise).

Kick off

Ken Goff, Owner at K GOFF M LIMITED kicked off with his usual exuberance reminding everyone that this is ‘serious stuff’ as “you’re not buying a tin of beans” and to make sure you tackle this with a strategic vision. Your criteria should cover what you will need in the future not just what you need now.

He continued to say that it’s not just about finding a Vendor that’s right for you but about you being the right Client for the Vendor, and that on your hunt for the right tool you should be led by capability not money. Lovely sentiment, but as one of the attendees said, what’s the point of finding what you think is the perfect tool just for the man holding the purse, to say no?

Hornbill Systems

The first of the Vendors to present was Abdi Hamisi, Senior Sector Manager at Hornbill Systems who had apparently been dropped in it at the last minute to give a presentation. He drew the comparison between ITSM Tools and F1 cars. I personally know next to nothing about F1 but the point he seemed to be making was that like F1, ITSM Tools are built to the same set of standards but garner very different results. However this was hotly debated on Twitter by Greg Sanker, Field Services Unit Manager at Oregon Department of Transportation.

Abdi showed possible configuration of the tool and talked us through some of the available integrations, not forgetting of course to mention that it’s available on the cloud.

Sunrise Software

Next up was Neil Penny, Product Director and David Bullivant, Business Consultancy Manager from Sunrise Software showcasing their product Sostenuto ITSM. There was all the usual kind of stuff, but David spent some time going through the Wallboards which you can set up to give real time information to the business rather than having to send millions of reports. He also discussed how their tool incorporates Gamification to help with Reward and Recognition. David was clearly very passionate about the product, which frankly was missing from most of the other presentations.

I was taken with the simplistic buttons down the left hand side of the screen rather than the worded menu the majority of the other tools had. In my opinion these types of menus take up a lot of space and when you’re doing the same thing day in day out won’t a simple button/icon do? Generally I felt it just looked so much fresher than the other products, and left the other Vendor offerings looking dated and tired.

Oh and good news people… it’s available in the cloud.

TOPdesk

Luis Soares, Accounts Director from TOPdesk followed confirming that he is not the famous footballer and promising that he wouldn’t bite. I wish he would have as it would have made the experience at least a little entertaining.

One of the few things I took away from the presentation was the ability to book resources such as equipment and rooms from within the tool which seemed sensible. Oh and you guessed it… it’s available in the cloud.

Bomgar Corporation

William Culbert, Senior Solutions Engineer from Bomgar Corporation was up next with a cheesy video (his words not mine) of how Bomgar can help you remotely support your staff in a safe and secure way. I have used this product before in my previous incarnation but still enjoyed the show.

Frontrange

Chris Powell, Senior Pre-Sales Consultant from Frontrange opened with talk of the cloud but I persevered and tried not to hold it against him. The main area of interest to me was the ability for customers to rate KB articles that they have found useful to help you to keep relevant.

Cherwell Software

I unfortunately missed the name of the chap at Cherwell Software (though it wasn’t Tony Probert who was billed) who in a slightly ‘ranty’ (if this isn’t a word then I’m making it one) way stated that you always have to compromise with ITSM tools and that you will never be able to do everything.

He went on further to quote the University of Wolverhampton in their assessment that the tool is ‘Funky’. Presumably this is because of their colour coded screens and Dashboards, which are more like Powerpoint presentations than the usual graph filled spaces. Oh and guess what? It’s available in the cloud.

LANdesk

Andy Parker, Pre-Sales Consultant from LANdesk lambasted attendees for sending through reams of tender documentation when Vendors that are Pink Verified have already answered it. Perhaps this particular tirade should be directed at Procurement though Andy and not the people that don’t usually have any say in it?!

The interesting takeaway from this presentation was the concept of ‘Software Loading’, using the tool as a library to borrow what you need when you need it, keeping licencing requirements to a minimum. Nice idea.

HP

The penultimate Vendor was Eileen O’Mahony (no LinkedIn profile…) from HP and that’s pretty much all I can tell you as I fell asleep (well… almost).  It could be Eileen’s lilting voice that did it, as there were several people making their excuses and sneaking out. Or perhaps it could have been that people were leaving to avoid being taught how to suck eggs?

Autotask

The final Vendor was Aaron Gayle, Business Development Representative from Autotask who I assume had been given two minutes at the eleventh hour to prepare, as he looked somewhat like a rabbit in the headlights trying to sum up the tool quickly with no visual aids. It did however make me want to go and find out more about the tool, whereas the majority of the other presentations had not.

Finishing up

Ken returned to close with the reminder to take the holistic approach and not just concentrate on the tool and to involve everybody in the process.

Having not attended a software showcase before I was thoroughly expecting to be hit with the razzle dazzle and to have to really concentrate on picking up the differences in the tools from the slick and entertaining presentations. In reality the concentrating was mostly to avoid falling asleep and snoring in a room full of people (although judging by the attendees I have spoken to since I certainly wouldn’t have been the only one).  By the time I looked up at the end of the last presentation (I was just resting my eyes) the right hand side of the room had dwindled dramatically.

SDI do a great job putting on this very useful showcase, I just hope next time the Vendors treat it as the opportunity it is and put more effort into. Well done to Sunrise Software in being the only Vendor to keep me interested through almost the whole of their presentation, not much of a feat admittedly but more than the others managed by quite a way.

Oh and one final note… for the love of God people no more cloud talk, it’s pretty much the same as being able to log an Incident now it’s not a USP!

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2 Responses to " SDI Software Showcase: Here Comes the Sun "

  1. Tony T says:

    Great post Rebecca. Although I found the day useful, I really think the vendors missed a trick here. It was a chance to showcase their products, but most looked like they had not prepared at all and had been asked to stand up and talk about their product at the last minute. They could have talked us through some real life scenarios that would tie in multiple areas of functionality and cross over between processes, yet each one seemed to roll out the same tired example of “my email is broken…”

    • Rebecca Beach says:

      Hi Tony,
      Completely agree. Let’s hope they take our comments on board and make more effort at the next one.
      Rebecca

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