The Service Desk is at the frontline to increase service quality, reduce cost and pressed to do more with less. Many are still searching for tools to help move them from their traditional fire fighting roles in-order to free up resources to more spend time on better managing customer expectations and improving service.
What are the best approaches to meeting this challenge?
This seminar is targeted at service desk, service level and service catalogue managers who want to ensure agreed customer expectations and promises are met
Wednesday 12th September, 9am – 4pm
Museum of Industry & Science, Liverpool Road , Manchester, M3 4FP
Six leading ITSM vendors went head to head this week at the itSMF UK Tools forum. The free event was held at the Etihad stadium in Manchester, home of the 2012 premier league winners Manchester City.
This was openly promoted as a tool focused event. A perfect opportunity for some of the leading lights of the industry to showcase their technology and highlight their competitive differentiators.
An opportunity to shine?
It’s a tough, competitive market out there. Differentiate or die.
I was eager to find out which vendors could articulate their unique qualities, who could position themselves in the market? Could they inspire confidence in buyers? Would buyers be safe in their hands?
The result? In my opinion – Delegates experienced the full spectrum from cutting edge to dull as dishwater:
Roy gave us an interesting, thought provoking presentation. The content seemed to be a bit out of place for the theme of the day but otherwise it was great talk and I look forward to delving into the slide deck when it becomes available (Applying Lean principles to IT Strategy).
You can tell why Patrick has ‘Evangelist’ in his job title. Patrick gave us an inspirational pitch for not only his company but also the industry as a whole. If all Hornbill customers have the same software installed and the same ITIL training – how is it that they experience vastly different results? Patrick argued that it is because of the people. Hornbill believes in putting their successful customers on a pedestal when positioning their solution. Nice job Patrick.
Serena have some closet amateur dramatics buffs in their midst. Serena declared an end to dull PowerPoint pitches and provided a refreshingly different demonstration of their technology. We were entertained by means of a reenactment of one of their ‘Doug Serena’ episodes. For me, it would have been the presentation of the day – but unfortunately it was difficult to hear their presentation and the ‘actors’ were not always visible, so we lost the thread at times. Otherwise – an excellent slot by Serena and they should be congratulated for their effort, preparation and originality (the product looked good too!).
Dave gave a safe and steady presentation on ‘SaaS driving forces’ and positioned ServiceNow as a cloud platform rather than pure ITSM focused tool. I’m personally not convinced that the market needs telling the advantages of cloud anymore and I would welcome some more pragmatic advice about shifting services to the cloud. E.g. if you are in this particular industry facing abc market forces and xyz legislation this is what similar customers achieved. Perhaps it’s time to move the conversation on from ‘You don’t need to buy servers!’.
I also thought Dave’s ROI model of on premise versus cloud looked a bit shaky, given the likely implementation / customization costs of ServiceNow over a 3 year period – I would welcome some independent industry statistics on this.
I tuned out for Don’s session. It was entertaining but a bit of a rant. If I were a prospect for a new ITSM tool provider I would be left with the impression that Don is a great guy and unique personality, but I would be a bit lost if you asked me to remember the redeeming features of his solution, apart from ‘Buy British’.
Tony set out the stall for Cherwell in his no-nonsense forthright style. Tony urged us to think about business services over support and that if we were doing break-fix for a living we were ripe for outsourcing.
He openly stated that most of Cherwell’s features were ‘just like everyone else’ but then managed to clearly articulate their competitive differentiators:
Autonomy from Cherwell (not dependent on consultancy and feature lock down)
and seamless upgrades despite customization.
Three bullets to separate Cherwell from the competition and an attractive proposition for those migrating from on-premise tools. That one slide was a refreshing change to the others of the day who struggled to articulate their competitive differentiators.
Same again next year?
Like the SDI tools day, this is a great format by the itSMF and I hope they repeat it again soon. As with regionals – perhaps some real life user feedback could be shoehorned into the day. Further upcoming itSMF events can be found here.