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 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, LANDesk
Peter Durrant, LANDesk

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, itSMF
Colin Rudd, itSMF

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, Cherwell
Tony Probert, Cherwell

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, SDI
Emma Spear, SDI

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, Marval
Tom West-Robinson, Marval

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.

Andrew Smith, BMC
Andrew Smith, BMC

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.

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 service management tools and technology.

The event blurb stated:

“Finding the right ITSM products and implementing them correctly is a challenge for any organization, and keeping abreast of the latest software developments is becoming increasingly difficult as users have less and less time available to explore the options.

itSMF UK’s ITSM Software Tools Forum offers an unprecedented opportunity to bring vendors, consultants and potential buyers together under one roof to discuss product selection and implementation.”

Running for Ashley

itSMF UK Chairman Colin Rudd was our opening speaker and guide for the day. Colin began by painting the big ITSM picture and discussing the 50,000ft view on what we are aiming to achieve with the practice of ITSM.

Colin’s opening served as a useful orientation and allowed delegates, who had taken a day out from being at the rock face of day-to-day ITSM, to gain the right perspective.

Colin also urged us to support the itSMF UK team with their Reading Half Marathon charity run in support of long time itSMF supporter Ashley Hanna.

Colin Rudd, John Windebank, Ben Clacy, Mark Lilycrop, Rosemary Gurney and Barry Corless will be running for Macmillan Cancer Support on the 17th March – make a donation here:

http://www.justgiving.com/ashleysbigchallenge

After Colin’s introduction we heard from Cherwell, Marval, Hornbill, 2E2, BMC and Topdesk.

CHERWELL (8/10)

An old adage for presenters to keep their message clear and concise is to:

  1. Tell ’em what you’re gonna tell ’em
  2. Tell ’em
  3. and then tell ’em what you’ve told ’em

Simon Kent from Cherwell opened vendor presentations with a textbook example of this method in action.

He told us the leading Cherwell value points were: Ease of use, business value, service automation and innovation. He then proceeded to hammer each point home concisely by letting the technology do the talking.

MARVAL (7/10)

This is the first Marval pitch I’ve seen without Don Page. Whilst Don is clearly a leading pillar of the ITSM community and someone you won’t forget in a hurry, I thought it was refreshing to see a Marval presentation minus Don.

Underneath the façade of humour and expletives lies a solid ITSM company with a solid offering. The team are clearly service oriented and interested in the long-game consultative sale rather than just punting software. Good presentation from Tom West-Robinson, I look forward to seeing him present again.

HORNBILL (6/10)

The two presentations prior to Hornbill were focussed on ease of use, codeless configuration and DIY development. Prospective customers are perhaps thinking “If we swap our existing tool for something else we don’t want to re-mortgage the business to pay for the configuration”.

With this in mind, I felt the Hornbill proposition looked a little dated (versions aside).

Patrick’s presentation was good as per usual and Hornbill’s ‘Make IT Happen’ is a great approach but, given this is a tooling event, Patrick could have given us more to showcase the actual technology.

Quote du Jour from Patrick:

 “Renting software doesn’t make you any better at running it“ – Patrick Bolger, Hornbill

2e2 (1/10)

Martyn Birchall from 2e2 opened his pitch by stating that he ‘got bored with own PowerPoint’ and ‘preferred to make things interactive’. What a refreshing change – an interactive session before lunch? Alas, Martyn then proceeded to plod through his PowerPoint and not allow for interaction. I won’t dwell on his painful pitch since 2e2 unfortunately seem to have bitten the dust since the event.

BMC (8/10)

Andrew Smith provided a live demonstration of Remedy Force which included harnessing the enterprise social platform chatter into service management work streams. Remedy Force will look very cosy and familiar for anyone working with the force.com platform. It was a good showcase and attracted the most questions and interaction throughout the day.

For a big lumbering publicly listed conglomerate the demo showed surprising innovation. I also liked the tool BMC use to help potential prospects navigate the portfolio.

The video below was used during the presentation:

TOPDESK (7/10) 

Finally, last to present was Rob Goldsworth of TopDesk who stated that ‘ITSM is not an IT function’ and emphasized the use of their technology in HR, Facilities, CRM and so on.

Apart from a small home-goal with ITIL certification semantics Rob gave us a good tour of the compelling features within TopDesk via a live demo. In particular I liked the Kanban-style instant visualization of work in hand and resources available. Similarly the resource planner and process mapping tools look very well thought out. It was a good enough demo to whet your appetite without being too mechanical.

Whistle Stop Tour of ITSM Tools

In short, I thought this was a good event. It was well attended, had a good mixture of exhibitors and provided a great opportunity for prospective buyers to network with peers and engage with software companies without the formality of the normal sales process.

Note: This is just my opinion, as an itSMF member of an itSMF event. If you wish to share your own opinion on this or any other event please feel free to use the ITSM Review platform.