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 ITAM tools that provide value add to ITSM lifecycles

Our Group Tests review and compare the features and strengths of technology for a particular use case.

Previous Group Tests:

The aim of the review is to support prospective buyers with their selection process by providing features to consider when building integrations between ITAM & ITSM – highlighting key competitive differentiators between products.

ITAM and ITSM (2+2=5)

To be agile in making financial decisions in IT, we need to shift from ITAM being a reactive process (counting up the mess after it has happened, performing true-ups) to be Proactive. ITAM need to stand shoulder-to-shoulder with the architects and project managers making technology choices to support them and help the business make smarter decisions. Decisions need to be made whilst considering efficient delivery of services (ITSM) whilst also considering risk and total financial impact (ITAM).

The table below highlights the six most likely sources of change within your IT environment. By embracing and working with these sources of change, we can help the business make quicker and smarter decisions.

ITAM can be an enabler and source of business intelligence for ITSM and IT teams in general – addressing change at a strategic level rather than in a reactive fire-fighting capacity.

Sources-of-Change1

The diagram below shows a typical cradle-to-grave lifecycle of an asset and where I believe the opportunities exist for providing more agile ITAM and integrating with ITSM.

Where-ITAM-meets-ITSM1

ITAM & ITSM Integration Group Test- Key Topic areas:

  • Inventory – How do you manage an inventory of assets and ensure accuracy?
  • Change Management – How are formal changes communicated to the ITAM team?
  • Request Fulfilment – How are asset costs and authorisations delivered via requests?
  • Relationship Mapping – How is the relationship between users, assets and services managed?
  • Asset Usage – How are unused, AWOL or stolen assets managed?
  • Installs, Moves, Adds and Changes (IMAC) – How are everyday changes to systems reflected in asset data?
  • Procurement – How are ITAM and ITSM data combined to allow smarter procurement decisions?

Have I missed anything – what else would you add to this list?

Suppliers who wish to participate should contact us.

Crossover Podcast: Episode 7 – ITSM versus ITAM

Episode 7 is the first in a series of crossover podcasts between The ITSM Review and The ITAM Review. Co-hosted by analysts Rebecca Beach and David Foxen, ITSM versus ITAM includes guests from each side of the divide:

Agenda:

  • Why are ITSM and ITAM so separate?
  • Why Asset Management is so important to ITSM
  • ITSM Solutions…Do they really do Asset Management?

ITAM Review and ITSM Review Feeds

 

itSMF Australia Annual Conference (LEADit)

This year's conference will be hosted in Melbourne
This year’s conference will be hosted in Melbourne

It is with incredible excitement that we are able to announce that we will be the Media Partner for the itSMF Australia Annual Conference (LEADit), 13-15 August 2014, at The Pullman Melbourne Albert Park Hotel in Australia.

This ITSM event, which is the largest in the southern hempishere, brings together more than 500 IT professionals, with over 50 keynotes and breakout sessions  – covering a wide range of subjects that are at the heart of our industry.

What you can expect

Generally regarded as one of the best itSMF-hosted conferences in the world, you’re in for a treat with this year’s agenda which includes (but is not limited to):

  • A fantastic series of keynotes featuring ITSM greats such as Rob England and James Finister, as well as motivational speakers such as Jason McCartney
  • A broad selection of breakout sessions featuring an array of speakers including the likes of Robert Stroud, Harold Petersen, Paul Wilkinson, Mark Smalley, Karen Ferris, Rachel Pennings, Stuart Rance and plenty more. Covering topics such as: cloud, continual service improvement, IT governance, ITSM process best practices, mobility, service lifecycle, IT asset management, agile, BYOD, customer experience etc.
  • A choice of 7 pre-conference workshops including “building agile virtual teams” and “real techniques to achiever a successful ITSM implementation”
  • A jammed pack social programme providing an array of opportunities to connect with your peers and the service management community, from the standard welcome drinks and networking evening to gala dinners, a social dinner and games night and a post conference winery tour through the Yarra Valley.
  • Ceremony for the 2014 itSMF Industry Awards

Join in the fun

Considering attending but not quite sure yet? Or crying that you can’t go and are going to miss out on all the fun? Why not get involved with one of the Twitter chats that will be hosted by itSMF Australia in the run up to the event?

Date Name Twitter handle Topic
Wed 02-Jul-14 Rob England @theitskeptic Big Uncle: Benevolent Security and The End of Privacy
Wed 09-Jul-14 Stuart Rance @StuartRance Getting Started with Continual Service Improvement
Wed 16-Jul-14 Ian Jones @Jonesyianau Leading ITSM from Scrum to Kanban
Wed 23-Jul-14 James Finister @jimbofin Service Integration and Management: SIAM 
Wed 30-Jul-14 Peter Doherty @ITILNinja Working Smarter at the Service Desk to Engage the Business
Wed 06-Aug-14 Sophie Danby @SophieDanby Get the most out of #Leadit

ITSM Review is flying longhaul!

Two of our team will be in attendance (we haven’t yet finished arguing about who gets to go on such an amazing trip), and if you’d like to schedule a meeting with us whilst we’re out in Australia please email me.

We also intend to make the most of our trip across to the other side of the world and in conjunction with the wonderful James Finister and Stuart Rance we are hoping to be able to run a series of ITSM community initiatives whilst we’re out there (let me hear you cry “the Brits are coming”). Not just in Melbourne, but potentially anywhere in Australia (within reason – it’s a big country) and even potentially en route as well. We’ll provide more information on this as/when things get confirmed, but in the mean time please let us know if you have any ideas related to this or would like to see us whilst we’re visiting.

The ITSM Review team will also be making a trip to India in conjunction with our visit to itSMF Australia, so we urge our readers in that part of the world to also get in touch.


Event Summary

WHAT

itSMF Australia Annual Conference (LEADit)

WHERE

The Pullman Melbourne Albert Park Hotel, Australia

WHEN

The conference runs from Wednesday 13th August to Friday 15th August, with a range of pre-conference workshops taking place on Tuesday 12th August.

BOOKING

Booking rates are available online

Please note that all social activities are included in the 3 / 4 day conference pass, except for the post conference tour, which will need to be purchased separately.

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Social Meet Up: 30th April

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This social meet up has now taken place. Thanks to all who joined us. We will post information about our next social meet up soon.

Given that the annual IT service desk and support show (SITS) is nearly upon us, I figured it made sense to schedule a social meet up for all the cool kids for straight after the event. Of course some of the cool kids will be in San Francisco for Knowledge14 (our own Martin Thompson and Rebecca Beach included), but I figured there would still be enough coolness in London to make a good get together.

Full details on location, costs and how to RSVP can be found below. Whether you’re a practitioner, vendor, or consultant we would love to have you come along for some informal networking, putting the ITSM and ITAM world to rights, a few tipples, and generally just a fabulous time.

Apologies again to all of our readers outside of the UK (I promise we’re working on getting something to you).


WHAT

Informal ITSM and ITAM social gathering

WHERE

Rocco (3-5 minutes walk from Earls Court Exhibition Centre)

WHEN

Wednesday 30th April, 5pm onwards for drinks. Meal for those who wish to stay on will be circa 6.30pm at the same location.

COSTS

Cost of your individual meal and drinks will be payable on the night. We recommend budgeting between £20-30 for the evening. Please note that we will not be responsible for the final bill.

RSVP

Please contact me directly to confirm your attendance.

CONFIRMED ATTENDEES

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Social Meet Up: 9th February

drinkOwing to the success of our ad hoc social gatherings in London in 2013, we’re planning a full schedule for 2014! The first of which will take place on Sunday 9th February at 6pm GMTSunday I hear you cry?! You can blame that on our US ITSM friends John Custy and Brian Hollandsworth, as they don’t have any other availability during their visit to the UK and we couldn’t have them leave without a social get together. Actually that is unfair, John had space during the week so just blame Brian!

Full details on location, costs and how to RSVP can be found below. Whether you’re a practitioner, vendor, or consultant we would love to have you come along for some informal networking, putting the ITSM and ITAM world to rights, a few tipples, and generally just a fabulous time.

Also, for anyone who is interested, we will also be arranging an afternoon of sightseeing across London for our dear American friends and anybody and everybody is welcome to come along. Please just let me know when you confirm your place for dinner.

A full schedule of all of our planned socials will be published soon. Apologies to all of our readers outside of the UK, as our sites continue to grow and prosper we hope to be able to arrange similar networking events like this on a more global basis.


WHAT

Informal ITSM and ITAM social gathering

WHERE

Somewhere yummy in London. Exact location TBC.

WHEN

Sunday 9th February from 6pm GMT

COSTS

Cost of your individual meal and drinks will be payable on the night. We recommend budgeting between £20-40 for the evening. Please note that we will not be responsible for the final bill. There is a £10 deposit required per person.

RSVP

Please contact me directly to confirm your attendance. Deposit instructions will then be provided.

CONFIRMED ATTENDEES

Confirmed attendees will be listed here.

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2013: A Year in ITSM Review

Merry Christmas and a Happy New Year!
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 in 2014 with slightly bigger waistlines and lots of exciting plans for 2014 (insight into which you can find at the end of this article).

Ironically I like neither mince pies nor sherry. 

Visits and Growth

  • We have had nearly 230,000 page views this year, an increase of a whopping 210% from 2012!!! A huge thank you to the circa 120,000 of you for coming to read our content.
  • Visits to our site increased by an astounding 58% between the end of June and end of July alone, and then continued to grow on average by 5.5% every month.
  • Our Twitter followers increased by 193%.

One thing that I think it’s worth pointing out here as well is that the bulk of our readers are not actually situated in the UK (which is what a lot of people presume given that this is where we are based). In 2013, 17% of our readers were from the UK, but an impressive 30% were actually from the USA. Perhaps we should open a US office?! A large proportion of visitors also came from India, Germany, Australia, Canada, The Netherlands, France and Sweden, as well as plenty of other countries too.

Owing to us attracting more and more visitors year-on-year from outside of the UK and America, we are increasingly being asked to produce region-specific content. We are therefore looking for practitioners, consultants or analysts based in Asia, South America, Africa, and Europe who would be interested in writing about their experiences of ITSM in other countries. If you are interested please get in touch.

What was popular?

The top 3 most-viewed articles of the year were:

  1. 7 Benefits of using a Known Error Database (by Simon Morris)
  2. Gartner Magic Quadrant for IT Service Support Management Tools (Martin Thompson)
  3. AXELOS: Capita and ITIL joint venture lift lid on new brand (Martin Thompson)

Of those articles only number 3 was actually written and published in 2013.

I have to say congratulations specifically to Simon Morris here as well, because his KEDB article was not only the most-read article of the year, but it achieved 37% more hits than the second most popular article of the year! (And that’s not counting the hits it originally got in the year it was published).

Of the articles written and contributed in 2013, the top 3 were:

  1. Future of ITIL workshop – a little insight (Stuart Rance and Stephen Mann)
  2. Four Problem Management SLAs you really can’t live without (Simon Higginson)
  3. 7 golden rules for getting the most from the Service Catalogue (Yemsrach Hallemariam)

Is there a specific topic that you would like us to write about? Are there are practical pieces that you would like to see us cover to help you in your day-to-day job? Please let us know.

Content Contributors

In 2013, we were pleased to welcome 3 new, regular content contributors to the ITSM Review.  These are people who now write for us on a regular basis (roughly once a month), so you can expect to see a lot more great content from them in 2014. They are:

We also published content for the first time from the following companies: Cancer Research UK; EasyVista; Fruition Partners; GamingWorks; LANdesk; Macro4; Oregon Department of Transportation; Service Management Art Inc; and xMatters.

A great big thank-you to all of our regular and ad hoc contributors for helping supply with us with such fantastic content.

If you’re reading this and think you might be interested in contributing content (we welcome content from all, including) please get in touch.

Top Searches

Given that we had over 230,000 pages view this year, I thought that many of you might be interested to see what it was that people were searching for on our site.  The top 20 searches of the year were as follows:

  1. KEDB
  2. AXELOS
  3. Known Error Database
  4. ITSM
  5. Issue Log
  6. Proactive Problem Management
  7. ITSM Software
  8. Gartner ITSM
  9. What is Service Management
  10. Cherwell Software Review
  11. Gartner ITSM Magic Quadrant
  12. ServiceNow Review
  13. ITSM Software Review
  14. ITSM News
  15. Major Incident Management Process
  16. Free ITIL Training
  17. RemedyForce Review
  18. BMC Footprints
  19. KEDB in ITIL
  20. Process Owner

Are there any search terms that you are surprised to see on there?  Or anything that you would have expected to see that isn’t?

Events

In 2013 we branched out and kicked off Media Partnerships at the itSMF UK Conference and Exhibition (Birmingham) and itSMF Estonia Conference (Tallin).

Our aim was not only to spread the word about The ITSM Review, but to spend time with delegates to find out what things they are struggling with and how we might be able to help them.

Next year you can expect to see us the PINK conference in Las Vegas, and we hope to announce some other new, exciting partnerships for 2015 in the New Year!

Launches

In May we launched the ITSM Review App (Search ‘ITSM’ in the Apple App Store). 

Then there is the ITSM Tools Universe, which we launched at the end of November. The Tools Universe hopes to shed light on the emerging ITSM players (as well as the major competitors) and, over time, the changes in the position of the companies involved and moves in market share. Most importantly it is free to participate and unlike any Magic Quadrant or Wave, the ITSM Tools Universe is open to ALL ITSM vendors. 9 vendors are already confirmed.

If you are a Vendor and are interested in learning more the ITSM Tools Universe please contact us.

Additions to the team

As of 1st January 2013 the ITSM Review was still simply just the man you all know and love Martin Thompson (he tried desperately to get me to remove what I just said there… modest and all that jazz).

However, ITSM Review finished 2013 with an additional 3 employees:

  • In January 2013 Glenn Thompson (you’d be right to suspect that they might be related) joined full-time as the company’s Commercial Director. For some reason there was no official announcement (we’ll blame Martin) so for some of you this might be the first you’ve heard of it! Without Glenn we’d struggle to continue to offer all of our content to readers free of charge, so despite the fact that he’s a Chelsea fan, you’ve got to like him.
  • In July, for some reason Martin decided it would be a good move to hire some strange blonde lady who liked penguins (that would be me) as the Marketing and Community Manager.
  • Finally, in October Rebecca Beach joined as a Research Analyst. Famous for being a “gobby midget”, Rebecca will be writing most of our ITSM research and reviews in 2014. Rebecca also spends time (in conjunction with me) making fun of Martin and Glenn on a regular basis (it’s not our fault they make it so easy).

So then there was 4.

If you’re interested in any upcoming job opportunities at the ITSM Review (or ITAM Review), then please let us know.  We certainly plan on increasing that number 4 in 2014.

What’s planned for 2014?

Next year we are hoping to broaden our coverage of the ITSM space even further by securing new content contributors; participating in more industry events; launching new products (such as video product reviews, webinars, and case studies); and more.

We’re also looking very seriously at the possibility of running regular ‘social meet ups’ like we recently did with the Christmas get-together.

In addition to the publication of our ITSM Tools Universe in the Spring we will also be continuing our Group Tests, and a full list of topics for the Group Test series will be published early January.

In addition to the above we also have some planned changes in the works for our website. Nothing too major (it will still look like the ITSM Review that you know and love), just some cosmetic updates to make it easier on the eye and increase your ability to easily find what you are looking for.

Watch this space and we’ll keep you updated of our plans throughout 2014!

Oh and if you’re interested in the 2013 review and plans for 2014 from the ITAM Review, you can read them here.

Is there anything you would like to see us doing in 2014 that we’re not doing currently? Are there any changes that you would like to suggest to the website? Would you be interested in a tooling event or social get-togethers? Are you a Vendor who is interested in our Group Tests? We welcome your feedback, so please get in touch.

And so…

2013 is drawing to a close. Our success and growth throughout the year has made everybody here happy bunnies; but most importantly we hope that our content / site / presence this year has made YOU a bunch of happy bunnies. The whole purpose of the ITSM Review is to help ITSM practitioners, and everything we do has that end goal in mind.  Even if we only gain an additional 5 readers in 2014, so long as our content aids those 5 people and makes their work lives easier then these bunnies will continue to have smiles on their faces.

So with that image of turning the entire ITSM industry into smiley rabbits, I bid you all a Merry Christmas and a Happy New Year!  Thanks for reading throughout 2013; without you… the ITSM Review doesn’t exist.

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A Great Free ITSM & ITAM Process Tool (via #Back2ITSM)

Cognizant Process Model
Cognizant Process Model

This is a very cool online tool for anyone in ITAM or ITSM.

COGNIZANT PROCESS MODEL

This great resource was kindly shared by Shane Carlson of Cognizant.

Shane is a founding member of the #Back2ITSM community, whereby ITSM professionals are encouraged to share their expertise for the benefit of others (and therefore develop the industry).

The process model includes the following models:

  • Request Management
  • Incident Management
  • Event Management
  • Problem Management
  • Change Management
  • Configuration Management
  • Release Management
  • Service Level Management
  • Availability Management
  • Capacity Management
  • IT Service Continuity Management
  • Continuity Operations
  • Financial Management for IT Services
  • Asset Management
  • Service Catalog
  • Knowledge Management
  • Information Security Management
  • Security Operations
  • Access Management
  • Portfolio Management
  • Program and Project Management

Each module includes guidance on the following areas:

  • Process Diagram
  • Benefits
  • Controls
  • Goal
  • Metrics
  • Policies
  • Process Team
  • Resources
  • Roles
  • Scope
  • Specification

According to the blurb….

“PathFinder is specifically designed to those:

  • Tasked with designing an IT Process.
  • Seeking validation that a process has been validated in the industry.
  • Looking to increase effectiveness of their current process design.
  • Seeking assistance with the cultural adoption of their IT process.
  • Faced with meeting compliance regulations.”

VIEW THE COGNIZANT PROCESS MODEL

Thanks to Shane for sharing this great free resource.

Yes, free. No registration, no 30 day trial, no salesman will call. Enjoy! If you find it useful please share the link and don’t forget to mention #Back2ITSM.