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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SDI Software Showcase: Here Comes the Sun

sun
No more cloud… please!

Wednesday 23rd October was SDI’s Service Desk Software Showcase held at ThinkTank Birmingham.

A crash on the M5 motorway and some technical difficulties meant that things kicked off a little later than scheduled, but it gave me a good chance to mingle and find out what other attendees were hoping to take away from the day even if that was just a nice Danish (which didn’t materialise).

Kick off

Ken Goff, Owner at K GOFF M LIMITED kicked off with his usual exuberance reminding everyone that this is ‘serious stuff’ as “you’re not buying a tin of beans” and to make sure you tackle this with a strategic vision. Your criteria should cover what you will need in the future not just what you need now.

He continued to say that it’s not just about finding a Vendor that’s right for you but about you being the right Client for the Vendor, and that on your hunt for the right tool you should be led by capability not money. Lovely sentiment, but as one of the attendees said, what’s the point of finding what you think is the perfect tool just for the man holding the purse, to say no?

Hornbill Systems

The first of the Vendors to present was Abdi Hamisi, Senior Sector Manager at Hornbill Systems who had apparently been dropped in it at the last minute to give a presentation. He drew the comparison between ITSM Tools and F1 cars. I personally know next to nothing about F1 but the point he seemed to be making was that like F1, ITSM Tools are built to the same set of standards but garner very different results. However this was hotly debated on Twitter by Greg Sanker, Field Services Unit Manager at Oregon Department of Transportation.

Abdi showed possible configuration of the tool and talked us through some of the available integrations, not forgetting of course to mention that it’s available on the cloud.

Sunrise Software

Next up was Neil Penny, Product Director and David Bullivant, Business Consultancy Manager from Sunrise Software showcasing their product Sostenuto ITSM. There was all the usual kind of stuff, but David spent some time going through the Wallboards which you can set up to give real time information to the business rather than having to send millions of reports. He also discussed how their tool incorporates Gamification to help with Reward and Recognition. David was clearly very passionate about the product, which frankly was missing from most of the other presentations.

I was taken with the simplistic buttons down the left hand side of the screen rather than the worded menu the majority of the other tools had. In my opinion these types of menus take up a lot of space and when you’re doing the same thing day in day out won’t a simple button/icon do? Generally I felt it just looked so much fresher than the other products, and left the other Vendor offerings looking dated and tired.

Oh and good news people… it’s available in the cloud.

TOPdesk

Luis Soares, Accounts Director from TOPdesk followed confirming that he is not the famous footballer and promising that he wouldn’t bite. I wish he would have as it would have made the experience at least a little entertaining.

One of the few things I took away from the presentation was the ability to book resources such as equipment and rooms from within the tool which seemed sensible. Oh and you guessed it… it’s available in the cloud.

Bomgar Corporation

William Culbert, Senior Solutions Engineer from Bomgar Corporation was up next with a cheesy video (his words not mine) of how Bomgar can help you remotely support your staff in a safe and secure way. I have used this product before in my previous incarnation but still enjoyed the show.

Frontrange

Chris Powell, Senior Pre-Sales Consultant from Frontrange opened with talk of the cloud but I persevered and tried not to hold it against him. The main area of interest to me was the ability for customers to rate KB articles that they have found useful to help you to keep relevant.

Cherwell Software

I unfortunately missed the name of the chap at Cherwell Software (though it wasn’t Tony Probert who was billed) who in a slightly ‘ranty’ (if this isn’t a word then I’m making it one) way stated that you always have to compromise with ITSM tools and that you will never be able to do everything.

He went on further to quote the University of Wolverhampton in their assessment that the tool is ‘Funky’. Presumably this is because of their colour coded screens and Dashboards, which are more like Powerpoint presentations than the usual graph filled spaces. Oh and guess what? It’s available in the cloud.

LANdesk

Andy Parker, Pre-Sales Consultant from LANdesk lambasted attendees for sending through reams of tender documentation when Vendors that are Pink Verified have already answered it. Perhaps this particular tirade should be directed at Procurement though Andy and not the people that don’t usually have any say in it?!

The interesting takeaway from this presentation was the concept of ‘Software Loading’, using the tool as a library to borrow what you need when you need it, keeping licencing requirements to a minimum. Nice idea.

HP

The penultimate Vendor was Eileen O’Mahony (no LinkedIn profile…) from HP and that’s pretty much all I can tell you as I fell asleep (well… almost).  It could be Eileen’s lilting voice that did it, as there were several people making their excuses and sneaking out. Or perhaps it could have been that people were leaving to avoid being taught how to suck eggs?

Autotask

The final Vendor was Aaron Gayle, Business Development Representative from Autotask who I assume had been given two minutes at the eleventh hour to prepare, as he looked somewhat like a rabbit in the headlights trying to sum up the tool quickly with no visual aids. It did however make me want to go and find out more about the tool, whereas the majority of the other presentations had not.

Finishing up

Ken returned to close with the reminder to take the holistic approach and not just concentrate on the tool and to involve everybody in the process.

Having not attended a software showcase before I was thoroughly expecting to be hit with the razzle dazzle and to have to really concentrate on picking up the differences in the tools from the slick and entertaining presentations. In reality the concentrating was mostly to avoid falling asleep and snoring in a room full of people (although judging by the attendees I have spoken to since I certainly wouldn’t have been the only one).  By the time I looked up at the end of the last presentation (I was just resting my eyes) the right hand side of the room had dwindled dramatically.

SDI do a great job putting on this very useful showcase, I just hope next time the Vendors treat it as the opportunity it is and put more effort into. Well done to Sunrise Software in being the only Vendor to keep me interested through almost the whole of their presentation, not much of a feat admittedly but more than the others managed by quite a way.

Oh and one final note… for the love of God people no more cloud talk, it’s pretty much the same as being able to log an Incident now it’s not a USP!

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