Industry News Roundup inc The New Sheriff of the Web

News and Info Week 4No time to read all the interesting news and info floating around social media and appearing in your inbox? Read our round up of what we’ve found interesting this week.

  • Print Everything.Matt Beran (officially the most fidgety man in ITSM), Matt Hooper and Mark Kawasaki talk productivity tools, podcasts and print services. Watch here
  • First NHS IT Service Desk In England To Secure 3-star Accreditation – Informatics Merseyside has become the first NHS service desk in England to be accredited with 3-star certification from the Service Desk Institute (SDI) Read more here
  • Is The BIS Growth Accelerator Scheme Worthwhile For Technology Startups? Caroline Baldwin reports on why few technology companies are taking advantage of the additional financial and growth support available. Read more here
  • Do You Have A Service Management “House Plan”? Matt Hooper explains why one process at a time isn’t going to cut it. Read more here
  • Problem Management – The Value In Not KnowingRyan Ogilvie celebrates the opportunity of unrealized value. Read more here
  • FBI Warns: Criminals Could Walk Free If Tech Companies Encrypt User Data – As tech companies try to outdo one another in the battle to address user privacy concerns, the FBI is warning that new encryption methods might hinder investigations. Read more here
  • Should I Upgrade to Mac OS X Yosemite? – Golden delicious or bad apple? Read more here
  • How Microsoft Appointed Itself Sheriff Of The Internet – Cyber criminals, digital crime fighters and collateral damage. Read more here

Got some interesting news to share – say hello via @gobbymidget 

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ITSM Industry News Roundup – incl The CEO Who's Never Fired Anyone

749288301_45b0d7a34f_qNo time to read all the interesting info and news floating around social media and appearing in your inbox? Read our round up of what we’ve found interesting this week.

  1. Karen’s Conversations #4 – Karen Ferris talks to Paul Wallis and Fergus Cloughley the creators of OBASHI and Claire Agutter from IT Training Zone Ltd about the difference between CMDB and OBASHI, training and data flows. Watch here
  2. How to Navigate Office Politics and Avoid Needless Drama – Who doesn’t need to know how to do this?!? Read more here
  3. The First Big SDN Data Breach is Just a Matter of Time says Alex Scroxton of Computer Weekly. Read more here
  4. The IT Skeptic’s RealIT Radio Episode 5: Governance of IT – Dysfunctional families and IT organisations have a lot in common says Rob England. Listen here
  5. Meet the CEO Who’s Never Fired Anyone – Jennifer Liberto talks to Peter Platzer, CEO of Spire, about performance reviews, career tests and career progression. Read more here
  6. Put Yourself in Your Colleagues Shoes – Jorden Cohen wonders what else he would do differently if he looked at things from a different perspective. Read more here (via @GoNavvia)
  7. Big Data on the Service Desk – Does Size Matter? – Of course not, it’s what you do with it that counts. Read more from MaryR at HP here

Got some interesting news to share – say hello via @gobbymidget 

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ITSM Industry News Roundup – Incl JP Morgan Chase Hack

8055196341_faa1890499_zNo time to read all the interesting news and info floating around social media and appearing in your inbox? Read our round up of what we’ve found interesting this week.

  • Why You Should Drop Staff Who Are Not Cloud Savvy – Cliff Saran explains why CIO’s need to lose traditional staff not ready to move to the cloud. Read more here
  • Understanding Services – It’s Not Really Magic – Ryan Ogilvie talks the magic of service. Read more here
  • This is Why the Enormous JP Morgan Chase Hack is so Scary – Chris Gayomali at Fast Company asks if banks are still our safest institutions. Read more here
  • I Tried Living on One Browser Tab and Almost Died – Remember last weeks People Who Jump From Screen to Screen Have Less Gray Matter post? Well here’s what happened to John Ness when he tried working in only one browser tab.
  • The Interface from Dev to Ops isn’t Going Away; it’s Rotating – Donnie Berkholz talks how the shift changes the roles of developers and operations teams Read more here (via @mselheimer)
  • The Unpatchable Malware That Infects USBs is Now on the Loose – Stakes are raised for USB makers after undetectable malware code is released on Github. Read more here
  • Big Data for Small Business –Why it Matters! – Bernard Marr explains why you don’t have to be big for big data to apply- read more here (Via LinkedIn)

Got some interesting news to share – say hello via @gobbymidget 

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ITSM Industry Roundup

Fetching you the news!
Fetching you the news!

No time to read all the interesting info floating around social media and appearing in your inbox? Read our round up of what we’ve found interesting this week.

  1. Firms failing on security basics, says Websense – Businesses still failing on the basic requirements for information security such as visibility of their data assets, says security firm Websense. Read more here
  2. ITIL Exam Figures Dropping – ITIL Exam figures for the first half of show a considerable loss compared to 2013. Read more here
  3. Cherwell release major new version – Oooh shiny! check out version 5 here
  4. People Who Jump From Screen To Screen Have Less Gray Matter In One Brain Region, Study Finds – As if we needed any more reason not to multi-task! Read more here
  5. Get More from Difficult People by Shaping Your Requests as Questions – Who doesn’t have to deal with someone on at least a semi-regular basis who lives to be just plain awkward? Read more on how to deal with it here
  6. You’re building what?! More bad CIO decisions – Not focused on the areas where technology will have the greatest impact? Then you’re doing it wrong. Read more here
  7. Employees waste 54 minutes per day as IT systems keep businesses in the slow lane – read more here (Via @knowledgebird)
  8. BMC sues ServiceNow – things are getting nasty between the two ITSM industry giants, read more here.
  9. Around 35% of Australian workers complain they are hindered at work by issues with legacy IT systems. Would be interesting to see the numbers in the UK. Read more here

Got some interesting news to share – say hello via @gobbymidget 

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Start your ITSM improvement journey now (with a little help from your friends at AXELOS)

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Yesterday, AXELOS launched a brand new competition aimed at helping IT professionals kick-start and/or revive their ITSM initiatives.

With the help of independent, industry experts, AXELOS will be providing entrants with a list of tasks, along with practical guidance on how to successfully complete them in order to start people out on their journey of ITSM improvement.

The purpose

AXELOS’s objective with this competition is to show how ITSM improvement initiatives can be agile, iterative, and business focused, and that CSI is an integral part of all processes and activities. There is no need for a huge 2-year-long project plan to kick things off – a few enthusiastic people with proper guidance can achieve a lot! The outcomes from this competition will serve as the basis for each participating organization to create their own prioritized list of improvements – a proper CSI register. The prizes that AXELOS has selected for the most impressive ITIL journeys will help to engage the whole organization at the next level, and to build the momentum.

The competition

The competition, otherwise known as the “ITIL Journey”, will be divided into three 2-week sprints, each of which will have a specific focus. In order to participate you will need to download the AXELOS foldable prism.

The sprint topics will be:

  • Sprint 1 – Listening and Engagement – May 12th – May 25th 2014
  • Sprint 2 – Quantifying and Reviewing – May 27th – June 8th 2014
  • Sprint 3 – Prioritizing and Planning – June 9th – June 22nd 2014

Each set of tasks for individual sprints focuses on the theme of the sprint and builds on the previous sprints. The tasks for each sprint will be revealed in the beginning of that sprint.

By the end of the competition, when all three sprints are completed, you will have a prioritized list of improvements that is based on actual data and business requirements, rather than just on hard-to-prove gut feeling. You will also have shown, by completing a few low hanging fruit improvement tasks, that the initiative does bring value – and this helps to build a momentum in your organization. All tasks from previous sprints will be available in an ordered ‘backlog’ – this way, you can include them in your sprints along the way.

The competition is not UK-only-based and you can take part from anywhere in the world. All you need to do to enter is submit a photo of your completed prism along with any documentation that you have created to AXELOS by 30th June 2014.

You don’t have to have been involved from the start to join in either. You can essentially even join in the third sprint, you will just complete less tasks. For maximum value to your organization and for the best chance to win the competition, we highly recommend that you start your ITIL Journey now (or at least as soon as possible).

The prize

The three best submissions will receive a voucher for a full-day in-house ITIL simulation game from one of the following Accredited Training Organizations (ATOs): G2G3, Gamingworks and Simagine.

In a nutshell

  • Find out how to engage with your customers and understand their needs
  • Review and evaluate your current processes and metrics
  • Identify quick wins to address first and get buy-in from stakeholders
  • Map your activities to value your customers expect
  • Make use of free-of-charge insights and guidance from industry experts
  • Win a full-day ITIL simulation for your organization

For more information about the ITIL Journey competition, including how to take part and submit please visit the website.

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Live from Knowledge14 – ServiceNow preview Kanban visual task boards

Golden Gate bridge in San Francisco.
Golden Gate bridge in San Francisco, home of Knowledge14

I’m in sunny San Francisco, California for ServiceNow’s annual user conference; Knowledge14.

ServiceNow are expecting a mind boggling 6,000 attendees over the next few days – making it arguably the largest worldwide event in the ITSM field. Knowledge14 also includes 300 specialist breakout seminars and lab sessions and includes an expo hall of 108 ServiceNow ecosystem partners.

The gorilla in the market continues to demonstrate impressive growth with c. $650m+ goal for this year.

5 year growth trajectory
5 year growth trajectory

Eureka Preview

ServiceNow customers can expect a truckload of new products and features in Eureka, the next major release of the platform.

High Level Summary

  • Service Creator
  • Catalog Item Designer
  • Multiple Catalogs
  • Form Designer
  • Demand Management
  • Visualizations
  • Performance Analytics
  • Facilities Service Automation
  • Visual Task Boards
  • On-Call Scheduling
  • Event Management
  • Business Service Map
  • Configuration Automation

My Highlights:

Clearly lots here for customers to dig into for the next release, from my brief preview my two key highlights were:

  • Kanban tasks boards: Visual Task Boards (Think Trello or LeanKitKanban for Enterprise) Anyone benefiting from the kanban style visualisation and scrum team boards will just love this. See a screenshot and brief demo on an iPad below.
  • Germ of an idea to delivered projects: Demand Management Scorecards – Looks very cool at first glance. Good ideas can be captured, services discussed and built by non-IT users, then the business case and resources to build it can be visualized and scheduled.

Visual-Task-Boards

Knowledge14 continues until May 1st, stay tuned for further updates.

ManageEngine: The ITSM market needs more disruption (Video)

In this video, Barclay Rae interviews David Howell, European Director at ManageEngine about their recent move to offer the IT helpdesk module of their ITSM offering free of charge to companies of all sizes.

In Summary

In addition to explaining the reasons behind the decision, David discusses:

  • How free users will be supported
  • Installation timeframes
  • What it means for existing customers
  • How they expect the decision to be viewed in the market

 

 

Free, the new normal

Arvind Parthiban Sr.Marketing Manager - ITSM, ManageEngine "Why pay for helpdesk?"
Arvind Parthiban
Sr.Marketing Manager – ITSM, ManageEngine “Why pay for helpdesk?”

A new inflection point was reached in the service desk technology market space this week.

A free service desk.

Whilst free and open source ITSM technology has been available for quite a while – this is the first supplier I’ve seen to offer a free service desk without limitation on number of analysts (please let me know if otherwise).

What is perhaps most significant is that the vendor, ManageEngine, already has a huge number of customers, is recognized on the Gartner ITSSM quadrant and has the resources to make a dent.

Techcrunch report today that Zoho/ManageEngine revenue is ‘9 figures USD’, growing at 30% per annum.

The entry level Service Desk offering from ManageEngine is now free. The previous ‘standard’ edition offered a Service Desk for up to five analysts for free – now it’s completely free for any size organization. Customers just pay for premium optional upgrades.

The new normal?

This sort of ‘Freemium’ business model is becoming increasingly popular in a world of very low cost or free apps and cloud-based delivery. Freemium is whereby the vast majority of users of a service can take advantage for free and the business can turn a profit from a small proportion that adopt premium upgrades.

For example Spotify the music streaming service has 6 million paying customers versus 20 million active monthly users and it is estimated that only around 10% of LinkedIn’s 200M users pay to use the service.

Will this kill the market?

No, I don’t think so.

Whilst it is disruptive and gutsy move at market share I don’t think it is necessarily going to kill the market. It will certainly mean existing competitors will have to seriously re-evaluate their value-add but it’s not the end of the world. Spiceworks (ad supported) is free and versions of OTRS (Open source) are free. Vendors have been competing against these for years and should know how to articulate their value. Great software supported by, rather aptly, great support.


However I would say that more fragile competitors should be worried. We’re yet to dig into the finer details of the detailed differences between the free standard edition and professional but at first glance there seems to be a lot under the hood considering the price.

Barclay Rae, commenting on the news said:

“It is certainly a brave and audacious move. I think there is no doubt that some core aspects of ITSM tool functionality is pretty much a commodity, so I guess ME are using this as a level to expand their client base and brand awareness, particularly into new markets and market areas.

ITSM still requires some levels of implementation and integration intelligence, along with organisational change etc., so there will need to be some recognition of the need to develop support mechanisms around the free product that safeguard the brand via successful implementation.

I’d expect ME will need to look at developing their support and professional service capability to support this, particularly for the enterprise market.

However this is still a brave and market shifting move – I wouldn’t be surprised to see more of this in due course.”

ManageEngine can presumably offer this for free because:

  • a) The marginal costs of additional customers on a cloud based infrastructure is negligible – assuming the product works ok without hitch
  • b) ManageEngine are betting that a sufficient number of free customers explore paid upgrades and other products in the ManageEngine range.
  • c) The cost of acquiring new customers into the marketing pipeline just got a lot cheaper – albeit at the cost of forgone revenue. Customers can now be convinced with delivery, rather than a short trial or promises, before parting with their cash. Theoretically they might be free customers for years before parting with any paid upgrades. Meanwhile ManageEngine has the all-important resource in the Internet economy – the customer’s attention.

As ManageEngine state in their press release – if it wasn’t already, the basic service desk has just become commoditized.

More info here:

http://www.manageengine.com/products/service-desk/free-it-help-desk-software.html?banner

Podcast Episode 1: Pink14 and the best moustache in the world

ManageEngine
Thanks to our friends at ManageEngine for sponsoring this podcast.

We are pleased to lift the lid on our very first podcast!

Recorded at Pink14 in Las Vegas with Barclay Rae and Rebecca Beach with guest Ian Aitchison from LANDESK.

The team discuss Shadow IT, Axelos Announcements, Pink Conference agenda and other industry news (not forgetting the best moustache in the world!)

Listen on SoundCloud here (Itunes feed to follow soon).

Who and what would you like to hear on future podcasts? Please get in touch and let us know – Drop us a line, leave a comment on this blog post or post ideas on our community forum. Thanks.

Links

Live from PINK14: AXELOS Announcements

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Today at the Pink Annual Conference and Exhibition in Las Vegas, AXELOS made a number of announcements from launching new products to introducing new members of the team. In the coming days we will be publishing a video interview with some of the AXELOS team to discuss said announcements in more detail, until then a brief summary can be found below.

Cybersecurity best practice

A key announcement today was the news that AXELOS is to develop a new cybersecurity portfolio designed to help commercial organizations and governments around the world combat the risk of cyber attacks.

The AXELOS cybersecurity portfolio, to be launched in the second half of 2014, will include best practice guidance, training materials and certification, simulations and tools – all designed to assess, benchmark and improve an organization’s cyber resilience capabilities.

AXELOS CEO, Peter Hepworth, said “The cyber risks are clear and there are more policies and standards being published – but organizations are still searching for the right, pragmatic way to make these part of day-to-day business operations.  The new AXELOS cybersecurity portfolio will provide that practical ‘how-to’ management advice.”

Additions to the team

In addition to the new cybersecurity portfolio, AXELOS announced the appointment of Kaimar Karu as the new Director of ITIL. Kaimar will be responsible for a number of things in his new role, but first and foremost his focus will be on looking at the overall ITIL strategy.

 

Kaimar’s experience will be of huge benefit to AXELOS, specifically his knowledge of DevOps. Also, as many of us know, Kaimar is an active member of the online community and has strong connections with the itSMF (he is currently president of itSMF Estonia), which means he has a good sense of what is really important to people when it comes to ITIL.

AXELOS are also welcoming Nick Wilding as Director of Cybersecurity. As Nick was not present at the conference, there was little information shared specific to his role but we hope to hear more in the coming weeks.

Further to these two additions, it was also announced that AXELOS will be working more closely with Stuart Rance and Kenneth Gonzalez moving forward. Stuart will be responsible for authoring the guidance associated with the new best practice portfolio for cybersecurity, whilst Kenneth will be assisting with broadening the AXELOS global footprint. Kenneth will also be looking at how to bridge the gap between the customer and service provider.

In addition to the announcements at PINK14, AXELOS also issued a press release last week on expanding its senior management team with two new appointments. Daryl Flack and Kelvyn Lien-Hicks will join as Chief Information Office (CIO) and Sales and Marketing Director respectively.

Daryl brings to AXELOS 14 years experience in delivering technology solutions and business transformation. Having worked internationally across a variety of business sectors, most recently Daryl was the divisional Chief Technology Officer for a UK-based FTSE 50 organization responsible for the technology strategy across many private and public sector contracts. Kelvyn also brings significant experience to the AXELOS team having worked for 20 years in the international sales and marketing arena, specializing in the education and e-learning sectors.

The appointment of Daryl and Kelvyn completes the senior management team at AXELOS:

Other news

In a presentation this morning led by Frances Scarff, AXELOS also showcased new research. At the end of 2013 they sought to validate their ITIL roadmap and thus arranged an independent assessment of 380 global organizations. The aim of the research was to see how the AXELOS value proposition relates to different organizations of different sizes.

The slides from today’s presentation will be available from AXELOS in due course, but the two key findings that I personally took away from the session were that:

  • The US are very keen on certification, vs APAC who are less worried about certification and more focused on the ‘doing’
  • 81% of CIO’s surveyed said that they find ITIL to be very or exceedingly valuable to their organization

AXELOS also announced it will launch a new partner programme with strategic, academic and sales partners. Little detail has been given on the initiative thus far, but we can expect to hear much more about this as their plans develop.

In summary

All in all, it was an eventful day in the world of ITIL. Initial reactions to all of the news was very positive, especially around the appointment of Kaimar as Director of ITIL.

Whilst many still remain dubious about AXELOS and the future of ITIL, it is clear to see that they are listening to the community and acting on feedback. For example, hiring Kaimar and working with Kenneth is a clear sign that AXELOS does not intend to be a UK-centric operation, something that everyone will be very glad to see.

As Peter himself said, “it’s going to be a great year”.

I’d also like to take this opportunity to congratulate Kaimar, Nick, Daryl and Kelvyn on their new roles at AXELOS on behalf of all of everyone at ITSM Review. Congratulations also to Stuart and Kenneth on their involvements.

All the latest news from AXELOS can be found on the AXELOS websiteGoogle+ and @AXELOS_GBP on Twitter.  If you have specific queries around any of the announcements please contact Ask@AXELOS.com.