That's all folks!

On our five-year anniversary, we’ve taken the difficult decision to put the ITSM Review on ice whilst we focus our efforts on the continued growth and interest in our sister site, The ITAM Review.

The ITSM Review has been an active community for ITSM professionals between August 2011 and August 2016. In five years we’ve observed the emergence and plateau of cloud as an ITSM delivery platform, the privatization of the ITIL franchise, the transformational effects of mobile and social and the growth of using ITSM practices beyond the IT department.

We’ve also seen the continued demise of the big behemoth outsource contracts and subsequent interest in polite baton passing between smaller specialist outsourcers (SIAM). Of all trends, the most powerful is the disruptive force of DevOps. Perhaps in one hundred years, we will smile about the fact that with DevOps the IT department learnt to a) Proceed in small increments based on progress and b) Listen to the customer (Which begs the question – what in hell were we doing before this revelation?). In the meantime it is changing the landscape of how IT services are delivered.

Our first ever blog post was an interview with Ben Clacy, who at the time was the CEO of itSMF UK. During the interview Ben referred to itSMF as the user group for ITIL. In 2016 ITIL’s halo seems to have slipped somewhat under management in the private sector, perhaps still a predominant force to be reckoned with, but just another utility in the practitioners toolkit.

We’ve been pleased to see the continued convergence between ITAM and ITSM and foresee further integration between these two disciplines. ITAM seeks to mature beyond responding to supplier demands and build long-term process, whilst ITSM seeks the financial, risk and business awareness that ITAM can provide.

We may have increasingly savvy IT users who prefer to use their own kit, we may not actually build anything ourselves but just buy in blocks of services, and we may not know where the network starts and finishes, but the ability to deliver IT services is still fundamental and the skills of those ITSM professionals who can wrangle with the complexity, delight the customer and help businesses innovate will continue to be in high demand. Ultimately, world-class ITSM provides competitive edge, and we hope that worldwide ITSM professionals continue to beat that drum.

The ITSM Review’s back catalogue of articles still attracts hundreds of thousands of visitors a year so we hope to maintain past articles as a permanent public archive and will continue to promote ITSM tool reviews on Tools Advisor (Tool Reviews supported by real customer reviews).

A sincere thank you to everyone that has contributed and shared our posts in the last half decade, we’re proud to have provided a platform for sharing knowledge between passionate ITSM professionals.

Martin Thompson, August 2016


Event Listing: Cased Dimensions ITSM Event for HealthCare and Public Sector businesses

Hear from Independent Market leaders what HealthCare and Public Sector businesses are adopting for IT Service Management and Business Process efficiency. On 20th January at the Weetwood Hall Conference Centre in Leeds, the IT Service Management Review, Microsoft and Cased Dimensions will deliver a presentation to outline how Health Care and Public Sector businesses are aligning Business Process with IT Service Management Process to enable Business Agility, Increased Operational Efficiencies, Automation and Business Productivity. People are businesses most expensive asset. Attend this presentation to find out how you can empower your team to be more productive. Business productivity benefits are enabled by applying industry best practice process frameworks through Microsoft Collaborative technologies. Additional financial and agility benefits can be driven through virtualisation of your IT Platform.




AGENDA FOR EVENT at Weetwood Hall Conference Centre

This short two hour presentation and demonstration is an introduction to Industry Best Practice for enabling Business Service Management. Clients interested can arrange follow up meetings for further information.


Independent Speaker from IT Service Management Review will outline how the industry is changing to align HR, Finance, Facility Management and other business processes through Self-Service where IT deliverables are streamlined or automated.

10:15 – 10:45

Cased Dimensions will present how Microsoft’s framework supports the collaborative integration of People, Process and Technology where agility and business productivity benefits are enabled.

10:45 – 11:15

Cased Dimensions customer to share best practice and success criteria who have achieved business aligned service management.

11:15 – 11:30

Open time for Q&A.


Who should attend:  IT Decision Maker, Service Desk Managers, IT



Today’s business platforms need integrated, collaborative and automated frameworks that enables IT to manage all datacentre resources across multiple clouds, supports apps that scale dynamically, unlocks insights on data anywhere and enables you to securely deliver a personalised experience to any device anywhere. Microsoft also empowers the alignment of front office business process with IT Service Management Process for efficiency and automation. Microsoft’s IT Service Management technologies delivers a consistent and comprehensive set of capabilities that will help you take advantage of process efficiencies on your terms.


WHY Cased Dimensions?

Cased Dimensions are a Microsoft Alliance Partner with a deep specialisation in Microsoft Technologies. Cased Dimensions helps customers achieve Business Process efficiencies by integration People, Process and Technology in a collaborative automated Best Practice framework. Cased Dimensions can help you with your planning, ROI model, transition, training and on-going support with skills built on years of experience of large and small scale IT Service Management modernisation projects.

For more information, please contact or



Introducing Vawns Murphy

Vawns Murphy, ITSM Senior Analyst at The ITSM Review

I am very pleased to welcome Vawns Murphy to the Enterprise Opinions team as our senior analyst for The ITSM Review.

Vawns is an Irish mum of three with a broad range of ITSM qualifications and experience including:

  • ITIL V2 Manager (red badge)
  • ITIL V3 Expert (purple badge)
  • SDI Managers certificate
  • Further qualifications in COBIT, ISO 20000, PRINCE2 and Microsoft
  • Vice Chair of the itSMF UK Transition Management Working Party & SIG (Chair 2007 – 2013)
  • Author of itSMF UK collateral on Service Transition, Software Asset Management, Problem Management & the “How to do CCRM” book.
  • Reviewer for the Service Transition ITIL 3 2011 publication.

Vawns professional experience includes:

  • Change Specialist at Virgin Media
  • ITIL Consultant at Pink Elephant
  • Manager at Wipro
  • Problem Manager at CGI

We’re excited that Vawns has joined the team and we’re looking forward to developing the ITSM Review to it’s full potential and a valued independent industry resource.

Getting to know Vawns

  • Vawns hasn’t parallel parked since her driving test and says she has absolutely no intention of ever doing so again (Sounds like a challenge for our next team meeting!).
  • When not working Vawns is most likely to be found toddler wrangling, tidying up after said toddlers, out with friends or at the gym.
  • The first record Vawns bought was  Pulp – a different class
  • Finally, Vawns has a soft spot for Disney, vodka and anything pink!

Please join me in welcoming Vawns to the team. You can connect with Vawns on LinkedIn or Twitter.

ITSM Review Confirmed as Official Media Partner for PINK16

The ITSM Review are excited to be confirmed as official media partners for PINK16 – Pink Elephant’s 20th annual international IT Service Management conference and exhibition in Las Vegas from 14th – 17th February 2016.

Pink Elephant trademark


Now in it’s 20th year, Pink Elephant’s Annual IT Service Management Conference & Exhibition being held in Las Vegas from 14th – 17th February 2016 offers delegates a packed itinerary.

This year’s conference focus is IT @ The Speed Of Change and the event includes 12 tracks and 160+ sessions, covering a vast array of subjects from all across the IT Service Management (ITSM) spectrum: ITSM, ITIL®, ISO, Lean IT, Six Sigma, PRINCE2®, PMBOK®, COBIT®.

Bellagio, Las Vegas
Bellagio, Las Vegas


With a vast array of speakers, including a keynote from Emmy & Tony Award Winning Actor Martin Short, delegates will enjoy a comprehensive and entertaining few days.


WHEN: 14th – 17th February 2016

WHERE: Bellagio Hotel, Las Vegas

WHO: C-Level, including CIOs/CTOs/CSOs, IT Directors, VPs, IT Service and Support Managers, Service Desk Managers, IT Infrastructure Managers, Process Owners, Senior Support Analysts, Quality Managers, Service Level Manager, Project/Program Directors and Managers, IT Auditors, IT Consultants, IT Suppliers/Vendors, Anyone seeking to understand why and how to implement best practices according to ITSM, ITIL , ISO, Lean IT, Six Sigma, PRINCE2, PMBOK, COBIT, anyone who is interested in building and managing a truly business focused IT organization

HOW TO BOOK: Click here


The ITSM Review is looking forward to attending and covering this event. See you there!


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Atlassian tops table for customer satisfaction, 17 tools ranked by customers at #SITS15

The ITSM Review team recently attended the ITSM trade show SITS15 to collect customer reviews of ITSM tools for our new sister site: TOOLS ADVISOR.

We wanted to know how SITS15 visitors rated their ITSM tools:

  • How did they rate the tool? is it good value for money?
  • Are the support team responsive, did tool buyers receive a good level of support?
  • How satisfied were they with the product and how likely were they to recommend this product to a friend or colleague?

Thank you to everyone who attended the Tools Advisor booth and congratulations to Ben Moore, Head of Service Management at Callcredit Information Group who won the iPad mini.

Notes on Scoring

  • Below is an early preview of the results, a handful of reviews are yet to be verified or were for tools unrelated to ITSM. We collected over 100 reviews during SITS; the table below includes tool vendors who received more than one review.
  • Vendors with only one review: Blue Prism, Citrix Gotoassist, Dameware, Infra, Logmein Pro, Marval, Nagios, Netsupport, Omnitracker, OTRS, Podio, BMC Remedy on Demand, Sunrise, Topdesk. It will be great to add these vendors to the table when they have more entries.
  • Each review published below has been verified as genuine.

Full reviews (including the strengths, weaknesses and suggested improvements to each tool) will be published in full on Tools Advisor soon.

Do you agree with these scores? Why not submit your own review?

17 Tools Ranked by Customer Satisfaction

17 ITSM tools ranked by customer satisfaction
17 ITSM tools ranked by customer satisfaction

Top 5 by Customer Service

  1. Atlassian
  2. Solarwinds
  3. Landesk
  4. ManageEngine
  5. Alemba

Top 5 by Value for Money

  1. Atlassian
  2. Alemba
  3. Sysaid
  4. Microsoft
  5. ManageEngine

Top 5 by Customer Support

  1. Atlassian
  2. ManageEngine
  3. Landesk
  4. ServiceNow
  5. Alemba

Top 5 by Overall Satisfaction

  1. Atlassian
  2. Solarwinds
  3. ManageEngine
  4. ServiceNow
  5. Alemba

Top 5 by NPS Score

  1. Solarwinds
  2. Atlassian Jira
  3. ManageEngine
  4. Alemba
  5. ServiceNow

The Tools Advisor Stand at #SITS15

Do you agree with these scores? Why not submit your own review?

Enterprise Opinions Cup – Call for Drivers

16253244887_63e798dd14_zDo you consider yourself as a frustrated Lewis Hamilton, or are you more like Maureen from Driving School? Do you like the thrill of speed, the competitive nature of racing and the smell of burning rubber?

Let’s face it, it’s more likely that we’ll be like Maureen from Driving School. We are, after all, ITAM and ITSM professionals, not racing drivers! However, our Go Karting charity event is your chance to take the bragging rights as the fastest ITAM/ITSM professional in all the land.

So please, come join us!

Enterprise Opinions 2015 Cup

  • Location: Formula Fast
  • Address: Unit 3, Bond Estate, Bond Avenue, Milton Keynes, MK1 1JJ
  • Date: 29/09/2015
  • Start time: 15:00
  • Finish time: 18:00
  • Event type: Le Mans Endurance race
  • Track type/size: Indoor, 500m
  • Price: £250 per team (3 – 4 people per team)
  • Duration: 90 minute race + 20 minute qualifying
  • Food options: Buffet – Freshly made Pizzas, hot/cold Snacks & Deserts

View all teams here. 

Register Here

Sebastian’s Action Trust

downloadAll proceeds for the Enterprise Opinions Cup will be donated to Sebastian’s Action Trust.

Developed from the last wish of a 9 year boy with Cancer, Sebastians Action Trust was created to offer respite holidays to very sick children and their families. The charity holds a beautiful house named The Bluebells in Hampshire providing a variety of luxury facilities and fun activities, allowing precious time to be spent together, away from the stresses of daily life.

All funds raised from this event will be going to this Charity as it is so close to our hearts. It’s for a great cause and promises to be an eventful and amazing experience for everyone.

Book now to get yourself on the inside track and in pole position!

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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.


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.


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.

12th December is Christmas jumper day!

Friday 12th December is Save the Children’s Christmas Jumper Day. Now in it’s third year, the children’s charity has raised over £1.6M to date.

It’s quite simple. Wear your christmas jumper on 12th December and donate. UK readers can TEXT WOOLLY to 70050 to donate £2 see for further details.

Merry Christmas from all the Enterprise Opinions team:

We hope you enjoyed us spreading the jumper joy!

Thanks for your support throughout 2014, Merry Christmas, and all the very best for 2015.

~ Martin


ITSM Review Reader Analytics

This article provides a summary of the visitor analytics for the ITSM Review over the last twelve months (See also ITAM Review reader analytics)

First of all, a sincere thank you to our readers, contributors and followers for your continued support. Our humble little blog served up ITSM content to a mind-boggling 312,963 readers in the last twelve months from just about every country on the planet. This articles provides a high level summary of the hot topics and reviews that are proving popular on the ITSM Review.

264,023 unique visitors from 203 countries.
312,963 visitors from 203 countries.

ITSM Review Reader Analytics: Where do visitors come from?

Top 10 visitors by country:

  1. USA 31.35%
  2. UK 15.25%
  3. India 10.98%
  4. Canada 4.69%
  5. Australia 4.54%
  6. Germany 2.78%
  7. Netherlands 2.19%
  8. France 1.81%
  9. Switzerland 1.21%
  10. Sweden 1.19%
  11. Long tail of 195 other countries 23.09%

New visitors to The ITSM Review arrive via search engine, word of mouth or social networks. Our top 10 external sources of visitors are as follows:

  1. Google
  2. Direct (e.g. bookmark)
  3. Twitter
  4. Bing
  5. The ITAM Review
  6. LinkedIn
  7. Buffer
  8. The ITSM Review Newsletter
  9. Yahoo
  10. Facebook

Other ITSM sites also send us visitors, here are the ten largest contributors by volume:


Social sharing is important for spreading our content, here are the top 10 social sources with approximate % of volume:

  1. Twitter 56.1%
  2. LinkedIn 25.6%
  3. Facebook 8.4%
  4. Google+ 2.2%
  5. reddit 2.1%
  6. DZone 1.8%
  7. Disqus 1.3%
  8. Pocket 1.1%
  9. 0.4%
  10. tinyURL 0.2%

What are visitors looking for?

Top 10 ITSM practice and process related searches (Top 10 of 100,000 search terms)

  1. KEDB
  2. Proactive Problem Management
  3. Knowledge Management
  4. Process Owner
  5. Obashi
  6. Structured Problem Solving
  7. Agile Service Management
  8. ITIL Process Owner
  9. ITSM certfication path
  10. Kanban vs Scrum

Top 10 vendor or tool related search terms:

  1. ITSM Tools
  2. Knowledge Management Tools
  3. Assyst Pricing
  4. ITSM Software Vendors
  5. Axios Assyst
  6. BMC Footprints
  7. EasyVista Reviews
  8. BMC Footprints Pricing
  9. ServiceNow pricing
  10. Cherwell Review

Most Popular Reads

Top 20 most popular articles by volume of impressions in the last twelve months:

  1. 7 benefits of using a known error database [Simon Morris]
  2. Back to basics: why do the ITIL foundation certification? [Ros Satar]
  3. Process Owner, Process Manager or Process Engineer [Stephen Alexander]
  4. Axelos: Capita and ITIL joint venture lift lid on new brand [Martin Thompson]
  5. ITSM Universe Preview [Martin Thompson]
  6. A structured approach to problem solving [Simon Morris]
  7. Twelve IT helpdesks for under $1,000 [Martin Thompson]
  8. Quick guide to Knowledge Management tool selection [Barclay Rae]
  9. Planning for major incidents [Simon Morris]
  10. Proactive Problem Management [Rob England]
  11. Free ITIL training [Ros Satar]
  12. IT Knowledge Management – spreading the word [Liam McGlynn]
  13. Trust me: The DevOps movement fits perfectly with ITSM [Gene Kim]
  14. Four problem management SLAs you really can’t live without [Simon Higginson]
  15. ITSM career paths [Kirstie Magowan]
  16. Applying Agile principles to Service Management [Simon Morris]
  17. How to conduct an ITSM assessment that actually means something [Liam McGlynn]
  18. How to segment and prioritise vendors and suppliers [Martin Chalkley]
  19. What is a technical service catalogue? [Rob England]
  20. Problem Management challenges and critical success factors [Tõnu Vahtra]

Many of the articles above were not published in the last twelve months. The most popular articles are the perennial, always useful guides based on real life experience.

Many expect that blog posts disappear after the initial bubble of social media, but for many ITSM Review articles the opposite is true. See the monthly views for Simon’s KEDB article below, note that visitors increase after six months then continue to attract readers for over 18 months:


Product reviews also stick around receiving readers several years after publication. See the visitors to this review of ServiceNow’s Service Catalogue capabilities by Barclay Rae:


Most Popular Product Reviews

Top 20 most popular product reviews by volume of impressions in the last 12 months:

  1. ServiceNow: Service Catalogue [Barclay Rae]
  2. Service Catalogue Review: Summary [Barclay Rae]
  3. Incident and Problem Management Review: Summary [Ros Satar]
  4. BMC: Incident and Problem Management [Ros Satar]
  5. Axios: Incident and Problem Management [Ros Satar]
  6. ServiceNow: Request fulfilment [Ros Satar]
  7. TOPdesk: Incident and Problem Management [Ros Satar]
  8. Integrations Review: Summary [Ros Satar]
  9. Cherwell: Incident and Problem Management [Ros Satar]
  10. Knowledge Management Review: Summary [Barclay Rae]
  11. Cherwell: Integrations [Ros Satar]
  12. ManageEngine: Integrations [Ros Satar]
  13. Solarwinds Technology Review [Rebecca Beach]
  14. Request Fulfilment Review: Summary [Ros Satar]
  15. BDNA: Integrations [Ros Satar]
  16. Change, Config and Release: Summary [Rebecca Beach]
  17. Axios: Service Catalogue [Barclay Rae]
  18. Easyvista: Integrations [Ros Satar]
  19. LANDESK: Integrations [Ros Satar]
  20. Matrix42: Service Catalogue [Barclay Rae]

If you have any questions or would like to see any topics covered on the ITSM Review please contact us.

Coming Soon: Self Service Group Test

Intel employee Anna Blankenheim selects a computer accessory from an ‘IT on the Go’ machine. Vending machines that provide computer accessories 24/7.
Intel employee Anna Blankenheim selects a computer accessory from an ‘IT on the Go’ machine. Vending machines that provide computer accessories 24/7.

Our next group test will look at any technology that enables ‘Self Service’.

Technology to automate routine processes and help users help themselves.

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 selecting a Self Service solution, and highlighting key competitive differentiators between products.

Topic areas:

  • Configurability: look and feel, ability to follow corporate design, use of icons as well as text.
  • Design (areas that can not be configured): simple, uncluttered
  • Sign in: SSO, OAuth, OpenID, OpenID Connect etc.
  • Ability to log requests/incidents
  • Knowledge: search, display, auto suggest, rate
  • Interaction: live feed, chat
  • Ability to run customer satisfaction surveys
  • Ability to run diagnostics
  • Reporting: number of end user visits, areas visited, most popular articles
  • Automation: password resets, software deployment, request approval
  • Integrations: SAM, chat, remote support, Service Catalog etc
  • Ability to use outside of IT

If you are an end user of Self Service technology – please consider writing a review to help your peers make smarter buying decisions.


Suppliers who wish to participate should contact us.

Image Credit

Intel: IT on the go