This interview was filmed at the Pink Elephant Conference and features Ian Aitchison, ITSM Product Director at LANDESK discussing the current challenges faced in IT service management, along with the need for IT to stop always focusing on the negatives.
In addition, Ian also talks about:
IT needing to better engage with the business
The ITSM community
How LANDESK interacts with its customers
Please note that owing to this interview being filmed live at the Pink Elephant event, there may be some minor volume issues and background noises throughout this video.
LANDESK Software is an industry-leading provider of solutions that span five key IT management disciplines: systems lifecycle management, endpoint security, IT service management, asset management, and mobility management—all unified in a consistent, user-oriented experience. Visit www.landesk.com for for more information.
About Pink Elephant
A global company with a proud and pioneering 30 year history – the world’s #1 supplier of IT Service Management and ITIL® education, conferences and consulting.Visit www.pinkelephant.com for more information about the company, services and products. This video was filmed at the 2014 Pink Elephant Conference. The 19th Annual Pink Elephant International IT Service Management Conference and Exhibition will take place at the Bellagio Hotel in Las Vegas, February 15-18 2015. Registration is now open.
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 a green light on implementation
Visitors come armed with very specific requirements and needs rather than ‘we might be in the market for a new helpdesk’
Frameworks are a given, it’s much more than Service Desks – visitors have much broader, longer term ITSM objectives
But don’t take my word for it – Some pillars of the ITSM industry have kindly shared their views:
Peter Durrant, Enterprise Sales Director for LANDesk Software, who recently hit 150% of their European Sales target, reports new clients are increasingly approaching LANDesk with end-to-end ITSM requirements rather than replacing ticketing systems. In difficult times, customers see LANDesk as a low risk and reliable option with a strong reputation.
Colin Rudd, Chairman itSMF UK reports good interest in membership at the show. Echoing Peter’s comments above Colin stated the industry is maturing beyond ITIL and Service Desks into much broader ITSM requirements. Exciting times for the industry and to be part of the itSMF community.
Tony Probert, Managing Director UK and EMEA at Cherwell Software stated that SITS is a barometer on where the industry is going and his judgement from the last few days was a lot more positive. Projects are becoming unstuck, purse strings are being released and the industry is looking very positive. Clients are becoming very specific about their requirements and have moved beyond Incident, Problem and Change to Portals, Systems Integration and Advanced Reporting. Cherwell have put effort into building their partner community and have recently signed up new business partners in Spain, Russia, Hungary and Norway.
Emma Spear, Head of Marketing and Events at The Service Desk Institute broke with the norm with a relaxed and sociable ‘tea party’ presence at SITS. Emma reported the SDI Service Desk Certification was very popular and the team were preparing for the SDI Conference on June 18th – 19th in Edgbaston.
Tom West-Robinson, Account Manager at Marval Group also noted that show visitors have a much clearer understanding of what they want and that projects are beginning to make progress. Tom stated that many organizations face high value maintenance renewals on their existing helpdesk software and are actively investigating better value alternatives.
Finally, Andrew Smith, Solutions Marketing Manager at BMC Software, expressed his surprise at the vibrancy of the show. He stated that although 2012 was good in terms of visitor numbers, this year has been particularly good for the level of engagement. Lots of companies were talking about projects in 2012; in 2013 they are starting to implement them. Andrew noted it was great to see new exhibitors and alternative technologies appearing as well as the industry regulars.
SITS visits Berlin in late September before returning to Earls Court in April 2014.