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University of Westminster: From First Call Resolution to Revenue

First call resolution (FCR) measures the proportion of issues that can be addressed during the first call. In theory, the more issues are addressed immediately without the customer having to call back or wait for service – the happier they should be. For the University of Westminster, healthy first call resolution means happier students, which means better ratings in University leader boards, which... 

The Only Way Is: Essex County Council ITSM

The only way is…. ITSM Essex County Council might not have its own glamorous television series dedicated to the highs and lows experienced on its own personal IT Service Management (ITSM) journey, yet. But… the organisation has been doing admirable work in this field and helping (to some degree) local government overcome budget challenges Excellence through ITIL The council points out... 

How to Get Bigger Budgets

This article has been contributed by Didier Moretti, VP/GM Service Desk Business at Atlassian Software   At the start of every year or quarter, senior managers across the organization get pulled into the tug-of-war of budgeting and headcount planning. And few feel the pain as much as IT. If your team is viewed as a cost center, as IT more often than not is, asking for a bigger budget or head... 

Coming Soon: ITAM and ITSM Integration Group Test

Our next Group Test will explore the relationship between the IT management disciplines of IT Asset Management (ITAM) and IT Service Management (ITSM). The review will explore the opportunities for managing assets and interacting with ITAM teams whilst maintaining everyday ITSM processes. We’re looking to review: ITSM tools that offer ITAM functionality or integrate with tools that do As well as... 

ISO/IEC 20000 – An Opportunity to Grow

This article is a guest post and has been contributed by Drago Topalovic, ITIL & ISO20000 expert.   The first thing to consider when implementing best practices and standards in service management is motive. Why Should We Do It? When you provide IT services, you have to be the BEST you can. In other IT areas like development, infrastructure, and business system deployment, you can perform... 

An ITIL Evolution: New ITIL Practitioner Qualification From AXELOS

It has been heralded as the ‘most significant’ evolution in the ITIL best practice framework since the launch of AXELOS, but what is it? The new ITIL Practitioner Qualification has been announced this week at the ITSM Leadership Congress in Singapore. ITIL Practitioner  is being developed to help organizations and individuals increase the value they obtain from using ITIL by offering additional... 

Self Service IT: Not as Scary as it Sounds

This article has been contributed by Stuart Power, UK Sales Manager at Matrix42. I don’t know about you, but I’ve worked for a number of companies at which, as a new employee, it has taken days or weeks to be given the technology I need to do my job. I’ve no doubt it’s still happening in many organisations today. But as the proportion of ‘digital natives’ in the workforce increases, that... 

The Scourge of Jargon

This article has been contributed by Chris Lee – currently working with Six Degrees Group who provide integrated managed data services linking people, places and clouds.   “Going forward, and with enough synergy, we can push the envelope on this project. We know it has social currency; we know it’s on brand. Let’s ship it by COP Friday.” We all know someone who talks like this.... 

ITSM drives global car fleet industry

“A recent report from MarketsandMarkets found that the increasing number of vehicles globally (which is in some part resulting from a major boom in the emerging economies) is having a positive impact on the fleet management industry.” Automotive industry and general driving pun writers need not apply, this headline already writes itself; the importance of IT Service Management (ITSM) to... 

Podcast Episode 10 – Self Service & Automation

In Episode 10 of the podcast Barclay Rae discusses the Self Service and automation with Simon Kent, Chief Innovation Officer at Sollertis Limited, Doug Tedder, ITSM Consultant at Tedder Consulting LLC  and Eddie Vidal, Manager of the UMIT Service Desk at the University of Miami. Topics include: What is self service? The disconnect between domestic self service and ITSM self service Self service... 

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