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Future of ITIL workshop – a little insight

The following comment piece is contributed by Stuart Rance of HP and Stephen Mann of ServiceNow. Yesterday a number of ITSM professionals convened in London to talk about the future of ITIL. From the get-go, it was stressed that the purpose of the meeting was to provide input to AXELOS’ thinking and not to make decisions. Who was involved? It was a passionate group of people that represented: ITIL... 

Reasons to be cheerful: ITSM in the ascendancy at #SITS13

I have just returned from the Service Desk and IT Support show held at Earls Court in London over the last couple of days. It has been great to catch up with industry friends: old, new and digital. A snapshot of ITSM Industry sentiment from the last two days would be: Buoyant If 2012 was about thinking/planning, 2013 is about doing Many more organizations are looking to proceed with projects and have... 

Review: itSMF UK Tooling Event [January 2013]

itSMF UK Chair Colin Rudd itSMF UK Tooling Event, London, January 25th 2013 I attended the itSMF UK Tooling event on 25th January in central London. That week in the UK was bitterly cold with lots of snow – so this event had low turnout or cancelled written all over it. However, hats off to the itSMF UK events crew who managed to persuade around 100 ITSM folks to brave the snow and ice and discuss... 

Event Listing: Service Desk & SLM Seminar, itSMF UK, 12th September 2012, Manchester

What? itSMF UK Seminar – Service Desk and SLM The Service Desk is at the frontline to increase service quality, reduce cost and pressed to do more with less. Many are still searching for tools to help move them from their traditional fire fighting roles in-order to free up resources to more spend time on better managing customer expectations and improving service. What are the best approaches to... 

Winners and Losers in the ITSM Premier League

Six leading ITSM vendors went head to head this week at the itSMF UK Tools forum. The free event was held at the Etihad stadium in Manchester, home of the 2012 premier league winners Manchester City. This was openly promoted as a tool focused event. A perfect opportunity for some of the leading lights of the industry to showcase their technology and highlight their competitive differentiators. An opportunity... 

Event Listing: Service Catalogues & Service Portfolios Seminar, itSMF UK, 18th April, Solihull

National Motorcycle Museum, Solihull What? itSMF UK Seminar – Service Catalogues & Service Portfolios “Service catalogue, service portfolio and service level management are the essential elements of the relationship between IT and the business.  Without these processes in place, it is increasingly difficult to define what IT services are available to the business and on what basis. But the... 

Review: itSMF Problem Management Seminar [Chelsea Football Club]

Steve White, Kepner Tregoe, Engaging the Audience at Chelsea The UK itSMF hosted a popular Problem Management seminar this week. Around 100 itSMF members met at Chelsea Football Club to learn about ‘Proactive Problem Management’ from a variety of industry specialists. Firstly, a quick summary of the sessions (Football Clichés A Go-Go): FOX IT – GENTLE STRETCHES TO WARM UP John Griffiths... 

Event Listing: Proactive Problem Management, itSMF UK, 8th Feb, London

Chelsea Football Club What? itSMF UK Seminar – Proactive Problem Management “Problem management is often the most under used process, and is described by some as the “If we only have the time” process. In reality it is a process that if used correctly adds real value to the business, and supports all of the other service management processes. To get there, there is a need to invest... 

IT SmartDesk: When Everyone Can Work in IT Support

I recently spoke with Maff Rigby of ITSM start-up IT SmartDesk. Maff recently presented a session at the itSMF UK conference entitled ‘Social IT – how social media is turning ITSM on its head’. The slides from Maff’s session can be found here. Facebook Meets IT Support In a nutshell, during his itSMF session Maff suggested ways in which Social concepts could be used to our advantage in ITSM.... 

Vendor Booths at Conferences Need a Shakedown

Time for a new model? I was lucky enough to attend the first day of the ITSMF conference in London yesterday. Having spent most of the day in the exhibitor lounge I can’t really comment on the speakers and content, but the whole event was very well organized and it seemed to have a great atmosphere, great networking and great people. I have previously attended this event as a vendor so it was interesting... 

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