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SIAM for Complete Beginners

For those of you who read this website regularly, you’ll know that we are running a joint SIAM workshop with the BCS later on this month. It’s already fully booked and we’re planning further events in 2016. Interest in SIAM has definitely taken off in the last year or so but for every enthusiast there’s also the person asking “what is SIAM and why should I find out more?” Basic Principles: Service... 

ITSM: Making a big splash in SAM

The following article forms part of a larger publication looking to understand the merits of best-practice as they pertain to Software Asset Management. Like any IT discipline, SAM does not exist in isolation, and can benefit greatly from the data typically deemed resident in Service Management. As ever, your feedback in the comments section below would be welcomed. Software Support & Maintenance... 

ITSM – Crossing the SAM Divide

As can be seen from the literature and marketing brochures of many Service Management tool providers, the appeal to cross the border and reach into the Software Asset Management space is proving very difficult to resist, and there is some merit to the approach: Inventory agents for SAM report the same data as inventory agents for ITSM, so if an ITSM tool is already in place, why not use it and save... 

Review: Cherwell Software Service Management

This independent review is part of our Self Service Market Review. Self Service Market Review and Terms Also participating: Alemba Atlassian Cased Dimensions EasyVista Freshservice LANDESK (best in class) SMT-X Commercial Summary Vendor Cherwell SoftwareTM Product Cherwell Service Management® Version reviewed 5.1 Date of version Release December 2014 Year Founded 2007 Customers 700+ Pricing... 

Untangling the threads of true service leadership

7 threads of activity – for all leaders of teams, projects and continuous improvement initiatives Philippa Hale and Jean Gamester We all have the choice of whether to lead or follow, whatever our title, whatever the situation. In IT Service Management, we often see providing support as following. However, evidence suggests that we considerably enhance our reputation and delivery if we take the... 

The Only Way Is: Essex County Council ITSM

The only way is…. ITSM Essex County Council might not have its own glamorous television series dedicated to the highs and lows experienced on its own personal IT Service Management (ITSM) journey, yet. But… the organisation has been doing admirable work in this field and helping (to some degree) local government overcome budget challenges Excellence through ITIL The council points out... 

Enterprise Service Management – Enabling Value Delivery Outside IT

The lines between departments are often blurred and requests can be passed around or come to a complete standstill Enterprise Service Management – Enabling Value Delivery Outside IT is a guest post by Darroll Buytenhuys, Chief Operating Officer at Samanage   In IT we often forget this, but we aren’t the only department that provides internal services within an organization. HR, facilities,... 

Review: Cherwell for Outside IT 2014

Cherwell Service Management This independent review is part of our Outside IT Review. Outside IT Review Overview and Terms Also participating – Samanage, ServiceNow, TOPdesk To download the full report as a PDF please visit : http://download.itassetmanagement.net/outside-it/   Executive Summary Elevator Pitch Cherwell is an established vendor within the ITSM market, with a particular... 

Proactive Problem Management Review [2014] – The Results

This is a competitive review of software vendors who offer proactive problem management capabilities as part of their IT service management (ITSM) tool. Products reviewed: Freshservice Nexthink ManageEngine ServiceDesk Plus Alemba vFire [BEST IN CLASS]  Proactive Problem Management 2014  There seems to be a imbalance within proactive problem management and alerting generally that means that either... 

ITSM14 Preview: Tony Brough and Re-Igniting the Passion

Tony’s session will be on day 2 within the ITSM and Agile track In the run up this year’s itSMF UK conference, ITSM14, I chatted with Tony Brough of Holistic Service Management International about his upcoming session entitled “Re-Initing the Passion”. Q. Hi Tony, can you give a quick intro to your session at ITSM14?  I had the idea after a meal with an old friend (and ex colleague) I... 

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