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A mature process doesn't necessarily meet customer needs. A quick guide to Net Promoter Score (NPS)

Dave O’Reardon (Left) itSMF Australia Innovation of the Year award winner, and Aprill Allen (Right) – @knowledgebird Many IT leaders are already familiar with the kinds of surveys the common support tools send out on ticket closure. But, it turns out, we may not be going about it the best way. This year’s winner of itSMF Australia’s Innovation of the Year was Dave O’Reardon. Dave... 

The Top Five Worries for IT Service Managers

What keeps you up at night? This article has been contributed by Teon Rosandic, VP EMEA at xMatters. What keeps you up at night? People love to ask business leaders this question. You can find the worries for IT service managers in the headlines of your favorite news sources every day. IT service managers have to contend with everything from routine service tickets to critical connectivity outages.... 

Next Generation Service Desk: Are you prepared?

Nev Wilshire keynoting at SDI Last week The ITSM Review was the Social Partner at the annual Service Desk Institute (SDI) conference. The tagline was “be inspired, take action, and be better” and I certainly get the impression that delegates left the conference with a big to-do list for improvement. Despite the strong emphasis on the “future of technology” in the agenda, for me the primary... 

BYOD concerns? It's time to dust off the ITIL service strategy book!

It’s time to grab the duster to dust off your ITIL service strategy book At this year’s itSMF Australia LEADIT14 Conference I am speaking about what the BYOD revolution means for ITSM evolution. I will be looking at each of the 26 ITIL processes and how they will need to change or adapt in the face of BYOD. Whether we like it or not, BYOD is here to stay Recent research by Gartner states that... 

SDI Annual Conference

Last year’s conference We are excited to announce that we will be the Social Partner for the annual SDI Conference, 17-18 June 2014, at the Hilton Metropole in Birmingham, UK. What you can expect 6 keynote presentations covering a multitude topics – motivation, customer service, change, team building, IT challenges and the future of work Several breakout sessions featuring both well-known... 

Free, the new normal

Arvind ParthibanSr.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... 

2013: A Year in ITSM Review

Merry Christmas and a Happy New Year! As 2013 begins to draw to a close, I thought it would be nice to finish off the year with a final article that’s an overview of what has happened at the ITSM Review over the last 12 months.  That’s right, this will be our last post for 2013 because the entire team is heading off to fill their faces with mince pies and sherry. But don’t worry we’ll be back... 

Service management for a more mobile world – is anything different?

Don’t get lost in the mobile world Ask any consumer what their favorite new tech gadget is, and odds-on it won’t be a new PC, but a tablet or smartphone. It’s the same in the enterprise: the number of traditional desktop machines being bought is continuing to slide according to Gartner, with a drop of around 8.4% in sales this year compared to 2012. At the same time, tablet sales for 2013... 

A game is just nice to have right? – Wrong!

Paul Wilkinson This article has been contributed by Paul Wilkinson, Co-Director and Co-Owner at GamingWorks. Ahead of his presentation at the itSMF UK Conference and Exhibition, Paul discusses Gaming – perceptions, deployments, benefits and more… I must admit to being tired, frustrated, disappointed and angry at the latest mega hype around ‘gamification’. Why? You would think that being... 

Why the CIO won't go the same way as the VP of Electricity

CIO, Dead as a… ? Commoditisation is, without doubt, a massive and revolutionary trend in IT. In just a handful of years, a huge range of industrialised, cost-effective solutions have created rapid change, so much so that some commentators now predict the end of the corporate IT department altogether. Info-Tech Research Group’s June 2013 article highlights a comparison made by some, between today’s... 

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