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ITSM Evolution – Practical Steps to Stay Current

Using ITSM solutions can be like rummaging through a garage full of old tools that you rarely use in order to find one or two tools that you do ITSM Evolution – Practical Steps to Stay Current is a guest post contributed by Dirk Anderson, Head of Product at RedPixie   With the growth in BYOD and the consumerisation of devices, more and more enterprises are adapting the way that they use... 

Outside IT Group Test – The Results

Cherwell, Samanage, ServiceNow and TOPdesk reviewed for their capabilities and approach to delivering services outside the IT department I am pleased to share my latest analysis for The ITSM Review: Outside IT. This is a review of how IT service management (ITSM) tools might be used beyond the IT department. It explores how traditional ITSM tools, typically used for IT service and support, can be used... 

Assessment Criteria: Outside IT Product Review

In March of this year, we will be kicking off our product review dedicated to “Outside IT”, which will take a look at the use of ITSM technology outside the IT department. Overview The aim of this review is to showcase best of breed ITSM software in use outside the IT department, highlight key competitive differentiators and provide readers of The ITSM Review with impartial market intelligence... 

A vision for ITIL

Since the UK Government transferred ITIL (and the rest of their best management practice portfolio) to AXELOS there have been lots of suggestions about what they should change. I’ve been involved in discussions about the future of ITIL with many people, face-to-face and in social media, and there is clearly a lot of passion as well as many creative ideas. This article is my contribution to the ongoing... 

Service Catalogue 2013 Group Test – The Results

This is a review of software products and vendors in the ‘Service Catalogue’ market area. This is a complex and varied market place and consideration should be given to the Market Overview section. Download Review (Free PDF, No Registration Required – 405kb, 8 Pages) Service Catalogue 2013 Best in Class: Axios Systems Service Catalogue 2013 Best in Class Axios – scalable to big customized... 

How to conduct an ITSM assessment that actually means something

ITIL (Information Technology Infrastructure Library), a standard framework for managing the lifecycle of IT Services, is sweeping the U.S.   Based on a 2011 analysis of 23 ITIL studies, Rob England concluded that the compound annual growth in ITIL adoption was 20%± and that ITIL training attendance increased at a compound annual rate of 30% for the past ten years.  Despite this apparent surge... 

Review: TOPdesk

This independent review is part of our 2013 Incident and Problem Review. See all participants and terms of the review here. Executive Summary Elevator Pitch TOPdesk adds Kanban-type resource scheduling to add a new dimension onto Incident and Problem Management. Strengths The Plan Board incorporates a Kanban style approach to scheduling tasks to help drive efficient resourcing Keywords trigger... 

ITSM and multi-sourcing – taking a joined-up approach

"Multisourcing is the disciplined provisioning and blending of business and IT services from the optimal set of internal and external providers in the pursuit of business goals." ~ Wikipedia Behind the intricacies of ITIL and the various strategies that can support ITSM, the overall aim is to improve service delivery and make the whole organisation more productive. By making sure that processes... 

Product Group Tests

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