ServiceDeskShow http://www.servicedeskshow.com Mon, 27 Feb 2017 14:11:09 +0000 en-US hourly 1 SITS – The Service Desk & IT Support Show opens visitor registration http://www.servicedeskshow.com/event-press/press-releases/sits-service-desk-support-show-opens-visitor-registration/ http://www.servicedeskshow.com/event-press/press-releases/sits-service-desk-support-show-opens-visitor-registration/#respond Fri, 10 Feb 2017 09:26:09 +0000 http://www.servicedeskshow.com/?p=13653 With the demands on IT infrastructure getting exponentially more complex, it’s never been more important for IT professionals to adapt to the latest tools, technology and trends in the industry.  And there’s no shortage of innovations and insights at this year’s SITS – The Service Desk & IT Support Show, which has now opened visitor […]

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With the demands on IT infrastructure getting exponentially more complex, it’s never been more important for IT professionals to adapt to the latest tools, technology and trends in the industry.  And there’s no shortage of innovations and insights at this year’s SITS – The Service Desk & IT Support Show, which has now opened visitor registration for 2017.

Returning to Olympia, London, on 7-8 June, the two-day show will feature 80 leading specialist vendors, integrators, consultancies and service providers, demonstrating top quality IT solutions – from self-service IT portals and live chat software to transformational service management tools.  3,500 visitors, including CIOs, IT directors, service desk managers, and senior IT decision-makers are expected to attend.

Big names returning to SITS include Hornbill, TeamUltra, Cherwell Software, Webroot, ServiceNow, Atlassian, Alemba, Axios Systems, Marval Software, Freshdesk, TOPdesk UK, and Bomgar.  Whilst new additions for 2017 include Comaround, SN Developer, Printer Logic, Everbridge, Soliloquy, and Moogsoft.

“SITS is valuable to me because of the conversations I have with the exhibitors who, for the most part, drive this industry forward.  The only way we are going to be able to continue to face the challenges in IT service and support, is with the vendors driving through new technology innovations,” says Ollie O’Donoghue, SITS speaker and head of research and insight at Service Desk Institute.

The future of the service desk

As well as innovative products, SITS’s free conference programme will deliver exclusive insights from over 55 industry thought-leaders, helping to evolve, improve, and re-define the way today’s IT professionals operate their service desks for the future.  Hot topics on the agenda are expected to include: DevOps, ITIL, security, skill-sets, CMDB, BRM, SIAM, cloud, digital transformations, instant chat, and customer service.

Looking ahead, Ben Moss, VP professional services at Alemba says: “I believe disruptive trends, such as advances in mobile technologies and Cloud Computing, will continue to shake up the industry in 2017.  An increased demand for consumerisation of IT services means that customer expectations are rapidly changing, and service desk professionals need to continue to raise the standards of service delivery.

“The term ‘automation’ is used a lot, and while the efficiency (economic) benefits are clear, I think the real challenge is navigating through the human/process (cultural) challenges of automation: entitlement, risk, governance, compliance and budgeting, for example,” he says.

IT professionals “need to leverage automation wherever possible,” adds Jarod Greene, vice president of product marketing at Cherwell Software.

“Lean methodologies help teams identify areas of waste and redundancy, and by applying automation to those areas, teams can improve outcomes.  The orchestration of processes should extend outside of your ITSM tool set, using other IT operations and line of business solutions to speed up service support and delivery.”

For exhibitors like Alemba and Cherwell Software, SITS offers the perfect forum to share the latest developments and challenges with all the key players in the industry.

“SITS provides face-to-face engagement with hundreds of service desk and IT support professionals, who come from different industries.  The opportunity to understand what IT and business challenges they face is an incredible opportunity to think through ways that people, processes and technology can help solve the most pressing issues in IT,” says Greene.

ITSMF UK Professional Service Management Awards

The relaunched ITSMF UK Awards – newly named the Professional Service Management Awards, takes place away from the ITSMF’s annual conference for the first time this year.  They’ll now be held at the Landmark Hotel on the 7 June, coinciding with the first day of SITS.  This annual awards programme recognises the brightest and best from the world of IT service management, and has been revamped for its 25th anniversary.  The 11 awards also include new categories focused on DevOps, SIAM and BRM.

SITS group event director David Maguire says: “We are delighted that the ITSMF will be holding their Professional Service Management Awards after the first day of SITS.  The coinciding of the events will create a great opportunity for IT professionals and vendors to continue networking and celebrate the achievements of the wider ITSM community, which are so richly deserved.”

This year’s award categories include:

– Digital Transformation Project of the Year
– Young ITSM Professional of the Year
– Service Innovation of the Year
– Ashley Hanna Contributor of the Year
– Service Management Team of the Year
– Thought Leadership Award
– Training Provider of the Year
– Business Relationship Manager of the Year
– Service Integration (SIAM) Project of the Year
– Paul Rappaport Award for Outstanding Contribution to ITSM.
– DevOps Implementation award

For more details, please visit www.itsmf.co.uk/psma17

Free registration now open

“SITS is the best event to connect with and talk to industry experts, which is crucial for my business, and the one place in the industry where you can predict everyone will be,” says David Backham, CEO and founder of Soliloquay.

“Over the years, it’s just got better.  Anything relevant you need to know about the service desk industry is always covered here,” says Karen Tay, head of systems: IT service delivery at The Big Lottery Fund.

For further information and to register, please visit www.servicedeskshow.com, and quote priority code SITS007 (direct link: www.eventdata.co.uk/VISITOR/SITS17.aspx?TrackingCode=SITS007).

SITS17 attendees also benefit from free access to Infosecurity Europe 2017, co-located at Olympia.

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Media enquiries & press pass requests to:
Please apply for press accreditation via this link: www.eventdata.co.uk/Forms/Default.aspx?FormRef=SIT67Press
Sharna Waid, PR Executive
t: +44 (0)1273 645144
e:  swaid@divcom.co.uk
Twitter: www.twitter.com/DiversifiedUK
Website: www.divcom.co.uk

Emma-Louise Jones, Head of PR
t: +44 (0)1273 645134
e: ejones@divcom.co.uk

Event enquiries:
David Maguire, Event Director
t: +44 (0)1273 645127
e: dmaguire@divcom.co.uk
Twitter: www.twitter.com/SITS_UK
Website: www.servicedeskshow.com

 Exhibitor enquiries:
Alice Fulton, Sales Manager
t: +44 (0) 1273 645138
e: afulton@divcom.co.uk
Twitter: www.twitter.com/SITSalice

 Notes:

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Diversified Communications UK Ltd (Diversified UK) is a fast growing trade event organiser and publisher based in Brighton, Peterborough, and Nailsworth.  Diversified UK’s portfolio includes SITS – The Service Desk & IT Support Show; Accountex; Casual Dining; lunch!; Commercial Kitchen; Natural & Organic Products Europe; Nordic Organic Food Fair and Natural Products Scandinavia in Malmö, Sweden; Natural Products magazine; Natural Beauty News; Geo Business; Ocean Business; MARELEC Marine Electromagnetics conference; Euro Bus Expo; Coach & Bus UK; British Tourism & Travel Show; Route One; and Coach Monthly.  For more information, visit: www.divcom.co.uk

Diversified UK is part of Diversified Communications, a leading international media company providing market access, education and information through global, national and regional face–to–face events, digital and print publications and television stations.  Diversified serves a number of industries including: seafood, food service, natural and organic, healthcare, commercial marine, and business management.  Based in Portland, Maine, USA, Diversified employs over 850 staff, across eight divisions in seven countries.  For more information, visit: www.divcom.com.

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Automation is key to service desk future http://www.servicedeskshow.com/interview/automation-key-service-desk-future/ http://www.servicedeskshow.com/interview/automation-key-service-desk-future/#respond Mon, 06 Feb 2017 15:07:25 +0000 http://www.servicedeskshow.com/?p=13631 In the next of our interviews with key ITSM industry thinkers, Ben Moss of Alemba talks about the importance of automation and disruption to service desks. Q: What’s next for the service desk industry? A: The next big challenge for the service desk industry is the efficient implementation of process automation to improve and speed up […]

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In the next of our interviews with key ITSM industry thinkers, Ben Moss of Alemba talks about the importance of automation and disruption to service desks.

Q: What’s next for the service desk industry?
A: The next big challenge for the service desk industry is the efficient implementation of process automation to improve and speed up service delivery. The term ‘automation’ is used a lot and while the efficiency (economic) benefits are clear, I think the real challenge is navigating through the human/process (cultural) challenges of automation: entitlement, risk, governance, compliance and budgeting, for example.

What key trends should Service Desk & IT Support Professionals be looking out for in 2017?
I believe disruptive trends such as advances in mobile technologies and Cloud Computing will continue to shake up the industry in 2017. An increased demand for consumerization of IT services means that customer expectations are rapidly changing and Service Desk professionals need to continue to raise the standards of service delivery.

What tips would you give Service Desk & IT Support Professionals looking to drive their IT services forward?
Customer experience is key in driving IT services forward, and this also links closely to the automation challenge mentioned earlier.

Giving the business(es) you are serving a clear understanding of the offerings you provide (which means they need to be tailored to that individuals or organisations entitlement, compliance, budget and language) will be critical to the successful delivery of world-class customer service.  Only then will you retain loyal customers and grow brand advocates.

What are you looking forward to about SITS17?
The fantastic line-up of speakers, catching up with peers and customers, and, of course, showing off the latest vFire features.

What will you be promoting at the show? (any bestsellers, new products?)
We will be showcasing the latest vFire release, our newly-updated self-service- interface and mobile application.

Ben Moss VP Professional Services, Alemba

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PC sales renewed as tablet love affair fades http://www.servicedeskshow.com/feature/pcs-fight-back-tablet-love-affair-fades/ http://www.servicedeskshow.com/feature/pcs-fight-back-tablet-love-affair-fades/#respond Mon, 06 Feb 2017 15:02:37 +0000 http://www.servicedeskshow.com/?p=13628 The relentless decline of PC sales seen in the last few years has finally ended.  Figures from analyst IDC show that PC shipments have finally stopped falling, while positive notebook sales in Western Europe mean that fully-featured computers have completed their comeback.  The renaissance has been led by ultra-slim notebooks, notably Chromebooks.  These have proven […]

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The relentless decline of PC sales seen in the last few years has finally ended. 

Figures from analyst IDC show that PC shipments have finally stopped falling, while positive notebook sales in Western Europe mean that fully-featured computers have completed their comeback. 

The renaissance has been led by ultra-slim notebooks, notably Chromebooks.  These have proven so popular because they combine the portability of a tablet but with the usefulness of full sized keyboards and a fully functional operating system.

The emergence of tablet computers following the launch of the Apple iPad sparked a trend that transformed how businesses use technology.  As tablets grew in sophistication, it seemed likely that traditional computers would become redundant.  However, as the limitations of tablets have grown more obvious, and the size of mobile phone screens has grown, the mass appeal of tablets for business has dwindled.

Service desks must be mindful of how customer behaviour changes on a regular basis.  Self-service portals must be adjusted, knowledge articles kept current, and service desk professionals must be aware of how their customers prefer to work, if they are to deliver the kind of services and support the business needs.

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itSMF UK Awards to coincide with SITS17 http://www.servicedeskshow.com/industry-news/13625/ http://www.servicedeskshow.com/industry-news/13625/#respond Mon, 06 Feb 2017 14:57:21 +0000 http://www.servicedeskshow.com/?p=13625 The relaunched itSMF UK Awards will be held at the Landmark Hotel on the 7th June – the first day of SITS17.  This annual awards programme recognises the brightest and best from the world of IT service management and is being revamped for its 25th anniversary.  With 11 awards including new categories focused on DevOps, SIAM […]

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The relaunched itSMF UK Awards will be held at the Landmark Hotel on the 7th June – the first day of SITS17. 

This annual awards programme recognises the brightest and best from the world of IT service management and is being revamped for its 25th anniversary.  With 11 awards including new categories focused on DevOps, SIAM and BRM, the newly named Professional Service Management Awards takes place away from the itSMF’s annual conference for the first time. 

The itSMF Annual Conference will continue, moving to a new venue in Manchester on 20-21 November this year and itSMF expects that separating the Awards will allow it grow as a stand-alone event.

SITS and iSMF UK working together
As part of the relocation, the Service Desk & IT Support Show (SITS) will provide support to the Awards, while ITSMF UK will deliver media and consultancy services at SITS itself.  Visitors will be encouraged to spend the day in Olympia learning, networking and speaking to vendors and peers, then conclude their evening at the itSMF UK Awards ceremony.

SITS group event director, David Maguire is ‘delighted’ to welcome the Awards after the first day of SITS. “The coinciding of the events will create a great opportunity for IT professionals and vendors to continue networking and celebrate the achievements of the wider ITSM community, which are so richly deserved”.

Barclay Rae, ITSMF UK CEO, is similarly enthused about the development.  “We’ve put a lot of new ideas into our revamped awards which will offer opportunities for a wide variety of approaches to service management.  We are also excited about running a new event at the Landmark, which is a truly wonderful venue, as well as doing this at the SITS show, where the whole ITSM industry gets together”.

This year’s award categories include:

– Digital Transformation Project of the Year
– Young ITSM Professional of the Year
– Service Innovation of the Year
– Ashley Hanna Contributor of the Year
– Service Management Team of the Year
– Thought Leadership Award
– Training Provider of the Year
– Business Relationship Manager of the Year
– Service Integration (SIAM) Project of the Year
– Paul Rappaport Award for Outstanding Contribution to ITSM.
– DevOps Implementation award

For more details, visit the itSMF UK Awards page here.

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Marval Software goes global with ITSM expansion plans http://www.servicedeskshow.com/industry-news/marval-software-goes-global-itsm-expansion-plans/ http://www.servicedeskshow.com/industry-news/marval-software-goes-global-itsm-expansion-plans/#respond Mon, 06 Feb 2017 14:48:35 +0000 http://www.servicedeskshow.com/?p=13619 ITSM software provider Marval Software has expanded its UK workforce and created a new development division in South Africa to support emerging technologies. The number of people in the UK team has already increased by 15% this year, while the Johannesburg-based development team will help deliver digital transformation and IT optimisations solutions to Marval customers. […]

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ITSM software provider Marval Software has expanded its UK workforce and created a new development division in South Africa to support emerging technologies.

The number of people in the UK team has already increased by 15% this year, while the Johannesburg-based development team will help deliver digital transformation and IT optimisations solutions to Marval customers.

Greg Pritchett, Marval

“2017 is the start of a fresh, exciting and transformative period for Marval, as we are building new collaborative units to help us evolve our global operations and realise our ambitious plans for further expansion. Armed with market maturity, a modern approach and our sophisticated product portfolio, we are ready to capitalise on our vision and mission: to provide excellence of service to our customers worldwide”, commented Greg Pritchett, Managing Director at Marval Software.

Plans to further expand both development and account management teams have been mentioned by Marval, indicating a healthy future for one of the longest established ITSM software providers.

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How to control your IT tooling in a SIAM environment http://www.servicedeskshow.com/blog-spot/control-tooling-siam-environment/ http://www.servicedeskshow.com/blog-spot/control-tooling-siam-environment/#respond Mon, 06 Feb 2017 14:44:15 +0000 http://www.servicedeskshow.com/?p=13611 As more organisations seek to derive the benefits associated with multi-vendor IT operating models, they are leveraging a Service Integration & Management (SIAM) approach.  Steve Morgan of  Syniad IT explains how to drive process consistency to deliver a seamless service to customers. At the core of the most successful SIAM operating models, a process model […]

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As more organisations seek to derive the benefits associated with multi-vendor IT operating models, they are leveraging a Service Integration & Management (SIAM) approach.  Steve Morgan of  Syniad IT explains how to drive process consistency to deliver a seamless service to customers.

At the core of the most successful SIAM operating models, a process model exists to ensure consistency of process interfaces and confidence in process outputs.  In support of these processes, a robust set of tooling is required to support common tasks, such as exchanging incident, problem and change ticket data.  However, many organisations struggle to fully exploit the capabilities of the tooling in the following areas:

  • Ticket exchange between different service management tools
  • Development of a reporting tool which is “single source of the truth”
  • Project and programme tracking, monitoring and reporting
  • Exchange of asset and configuration data
  • Creation and maintenance of end-to-end service models
  • Tracking, monitoring and reporting of contractual service performance
Steve Morgan

Steve Morgan, Syniad IT

The activities above have long been seen as issues in IT departments across the globe.  However, the creation of an operating model based upon SIAM adds additional complexity, as each service provider could bring their own tools, thereby making the process of establishing tooling standards and develop robust, tool-based solutions more difficult.

As a result of this, I commonly see the following issues in organisations where a SIAM model has been developed:

  • Duplication of tooling
  • Gaps in process automation
  • Manual intervention
  • Over-reliance on data transposition in software such as Excel
  • Opportunities to improve are not delivered
  • Advances in automation and tooling are not delivered

Undoubtedly, the sophistication of the current tools available today presents organisations with a huge opportunity to enhance the efficiency of their IT operating models.  However, many fail to do so.  This is due to:

  • A lack of overarching strategy describing what’s required
  • An inability to capture require requirements from the business
  • An inability to realise the potential benefits of the deployed tooling 

This article explores some causes of this problem in more detail and describes how tooling can be leveraged to help deliver the benefits which SIAM promises.

What IT tooling is affected?
There is a tendency among IT teams to put too much attention on the IT service management tooling at the expense of other critical elements of the tooling jigsaw.  In our white paper, Why you really need a tooling strategy, we outlined the core elements of a SIAM tooling model as follows:

  • The IT service management toolset, which includes:
    • The ability to log, track and manage incidents, problems, changes and release
    • The ability to store information about IT assets, including critically, the relationships between IT assets and other less tangible things such as IT services, business processes, locations, people, etc.  This is commonly referred to as a Configuration Management Database (CMDB)
    • The ability to manage workflow
    • The ability to discover network attached assets in your estate, as a means of populating and/or maintaining your CMDB
    • The ability to track and manage software license consumption in the desktop and server estate, using a software asset management tool
    • The ability to correlate events from various service provider systems, to identify potential incidents and demonstrate real-time service performance dashboards
    • The ability to correlate service performance data from various service provider into end-to-end service reporting for consumption by the business
    • The ability to track and improve IT process performance
    • The ability to undertake real-time and long-term capacity and performance planning

In addition to those listed above, organisations may also have a requirement for a single project tracking tool, particularly if their SIAM operating model encompasses project delivery.  More information on this can be found in our white paper, Why your SIAM Operating Model needs a single PMO.

SIAM diagram

So how can you ensure that you fully exploit your IT tools in a SIAM environment?
Develop a tooling strategy and stick to it. At the outset of your SIAM programme, establish a high level operating model, process model, and tooling strategy to support the processes.  Having a vision of the end-state at the outset of your SIAM programme is critical. 

You should also be establishing design principles which will govern how your tooling solutions will be developed.  For example, you might want to limit the requirement for system integration, and therefore you may state a design principle of “all SIAM suppliers will use our toolset”.  This will then govern how the final solution is developed.

In addition, you should be describing your proposed operating model, process model and tooling strategy in the Request for Proposals (RFP) that you submit to your proposed service providers. This will help them establish, articulate and cost their own solutions, and this will avoid unwanted surprises further down the line.

  • Configure, Don’t Customise
    Many tools offer fantastic capabilities to personalise it to your organisation’s requirements.  They may also offer a level of additional functionality that is possible via coding on the platform.  Avoid customisation at all costs, as this introduces additional support overhead, increased support complexity and the risk of “version-lock”, the term given to tooling which has been customised to an extent which prevents easy upgrade to future version.
  • Make sure that your requirements are documented
    The development of a strong set of functional and non-functional requirements is critical to the successful deployment of a robust tooling solution.  Not only will this ensure that the tools meet the needs of the business, a continuous flow of ideas and requirements from the business will drive a backlog of development opportunities, and inform the overall tooling strategy
  • Minimise systems integrations
    All tools will require integration with other systems at some point, to enable the smooth flow of data.  Use the tooling strategy to minimise the need for such integrations, as there is always a maintenance overhead involved, particularly in maintaining the data mapping between systems, and the maintenance of the technical integration layer from a monitoring and performance perspective.

  • If you must do system integration, choose a robust method of achieving it
    System integrations are inevitable, so if you must exchange data between systems make sure that you follow this simple advice:

    • If there are numerous integrations, consider a specialist integration capability or maintenance service
    • Keep changes in the data model to a minimum to avoid unnecessary re-mapping of data fields
    • Only develop a custom integration where no tested or certified integration method (e.g. a vendor’s API) exists
  • Measure tool performance, measure performance if you can
    Measure performance of the deployed tools, in terms of:

    • Their ability to meet the requirements that they were purchased to achieve
    • The extent to which the tool supports the strategy and direction
    • Availability, response time and reliability
    • User feedback
    • The ease with which the tools can be maintained and updated
  • Instigate a continual improvement approach
    In order to ensure that the tools meet the needs of the business as its SIAM strategy evolves, ensure that all tools in the SIAM ecosystem are subject to a continual improvement approach.  This involves analysing the measures discussed above, and taking action to improve performance of the tools.  This might involve:

    • Running a regular review forum where bugs, enhancements and version upgrade opportunities are discussed
    • Regular exchange of information with the tooling vendors, particularly in the context of the organisation’s strategy and the vendor’s roadmap for development of their tools
  • Governance
    The tooling landscape and the strategy which governs it should be subject to regular review.  Ideally, a steering committee should be established which is comprised of enterprise architecture / technical design authorities, procurement, supplier management and the technical teams who use the tool on a regular basis.

Much of the advice contained within this article could apply to any complex IT tooling landscape.  Operating in a SIAM ecosystem only exacerbates the need to follow the advice here, due to the increased complexity caused by multiple tools, operating mission-critical processes in an environment where service providers could enter or exit the operating model at any time.

Steve Morgan is director at Syniad IT.

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‘Service desk industry positioned to thrive’ http://www.servicedeskshow.com/interview/service-desk-industry-trends/ http://www.servicedeskshow.com/interview/service-desk-industry-trends/#respond Mon, 06 Feb 2017 14:30:15 +0000 http://www.servicedeskshow.com/?p=13598 In the first in a series of interviews looking at the trends and challenges faced by the service desk industry as we begin the build up to SITS17, Jarod Green of Cherwell Software sees fantastic opportunities.  Q: What’s next for the service desk industry? A: The service desk industry is positioned to thrive. As more […]

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In the first in a series of interviews looking at the trends and challenges faced by the service desk industry as we begin the build up to SITS17, Jarod Green of Cherwell Software sees fantastic opportunities. 

Jarod Greene, Cherwell

Jarod Greene, Cherwell

Q: What’s next for the service desk industry?
A: The service desk industry is positioned to thrive. As more organisations lean on digital initiatives that understand the link between people, things and business, the technical experience of the consumer will become a competitive differentiator. That places the agents who support those experiences beyond standard break/fix, and into a value-adding frontline role. While many of these advances utilise automation, deep analytics, and machine learning, the human experience and insight the service desk provides is still a critical component of the value chain. Yes, it’s cool that a drone delivered a bag of dog food once it realised you were running low – but think about all of the process (incident, request, change, release, etc) in place to deliver that outcome.

What key trends should service desk and IT support professionals be looking out for in 2017?
Understanding DevOps. DevOps has the opportunity to help IT organisations deliver quality services faster through the use of continuous automation and collaboration. Service desk and IT support professionals shouldn’t dismiss this as a fad but rather seek opportunities to pilot DevOps practices where feasible.

What tips would you give service desk and IT support professionals looking to drive their IT services forward?
Leverage automation wherever possible. The use of lean methodologies allow individuals and teams to identify areas of waste, or redundancy, which automation solves for. This goes beyond flexible tool sets that enable automation, but instead demands a fundamental understanding of process design and continual improvement. The orchestration of processes should extend outside of your ITSM tool set, using other IT operations and line of business solutions to speed up service support and delivery.

What are you looking forward to about SITS17?
Face-to-face engagement with hundreds of service desk and IT support professionals who come from different industries with different challenges and objectives. The opportunity to understand what IT and business challenges they face is an incredible opportunity to think through ways that people, processes and technology can help solve the most pressing issues in IT. 

Jarod Greene is vice president of product marketing for Cherwell Software.

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Staff morale hit by digital transformation pressures http://www.servicedeskshow.com/download/staff-morale-hit-digital-transformation-pressure/ http://www.servicedeskshow.com/download/staff-morale-hit-digital-transformation-pressure/#respond Tue, 10 Jan 2017 15:46:48 +0000 http://www.servicedeskshow.com/?p=13562 Digital transformation promises to reduce costs and create better services.  But trying to achieve it is taking its toll on ITSM professionals according to research from Axios Systems. The ITSM Trends 2017 whitepaper shows that while digital transformation is helping to forge improvements in key areas such as IT security and service innovation, staff are paying […]

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Digital transformation promises to reduce costs and create better services.  But trying to achieve it is taking its toll on ITSM professionals according to research from Axios Systems.

The ITSM Trends 2017 whitepaper shows that while digital transformation is helping to forge improvements in key areas such as IT security and service innovation, staff are paying the price.  The survey shows that morale has decreased in the past year, with respondents complaining about the lack of resource and dwindling budgets.

Human psychology means people are happier when working effectively, so not being able to meet the high demands placed on them by the business is sure to cause stress.  The survey is a timely reminder for service desk and IT managers to realistically balance expectations of digital transformation, especially where money is tight.

The survey also highlights service experience as a key driver for 2017, suggesting that collaboration and knowledge-sharing must improve to deliver a more consumer-like experience for IT customers.  One area that could help is automation, with the survey stating that more automation projects will start this year.  However, it also says that more than half of these projects will be abandoned during the next three years.  Automation is indeed a powerful tool that can relieve pressure on service desks, but it must be deployed and maintained intelligently to deliver the value businesses expect.

Download the full whitepaper from Axios, ITSM Trends 2017.

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Is enterprise IT being sucked into the cloud? http://www.servicedeskshow.com/blog-spot/enterprise-it-sucked-into-cloud/ http://www.servicedeskshow.com/blog-spot/enterprise-it-sucked-into-cloud/#respond Tue, 10 Jan 2017 13:41:19 +0000 http://www.servicedeskshow.com/?p=13557 This year the enterprise IT will allocate an average of one-third of their budgets to cloud and hosted services according to 451 Research.     In 2016, the figure was 28% and the researchers say this figure is increasing every year.  James West considers what this means for IT departments.  It appears everything is being […]

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This year the enterprise IT will allocate an average of one-third of their budgets to cloud and hosted services according to 451 Research.     In 2016, the figure was 28% and the researchers say this figure is increasing every year.  James West considers what this means for IT departments. 

It appears everything is being thrown into the cloud; infrastructure, applications, IT services, IT management and security.  Even scaremongering surrounding cybercrime is failing to stem the growth pattern.  Unless we understand and address the cloud trend, enterprise IT as we know it will disappear from the enterprise.

The drivers
So why is this happening? Is it because cloud is the best solution? In many cases, yes.  Cloud can be a very cost-effective, flexible way to deliver and adjust IT services, negating the need for large upfront investment and offering attractive ongoing pricing. 

But is cloud also popular because businesses are tired of waiting for non-responsive, inflexible internal IT teams?  In many cases, yes. 

We live in an impatient society which demands instant gratification from technology.  Apps and video download almost immediately.  Amazon can now deliver goods within a few hours.  Yet technology found in the typical enterprise is at best lagging behind, and at worst, embarrassingly anachronistic.

If cloud is able to help businesses to cost-effectively deliver faster, more effective IT services, this is a positive outcome.  Those who lament the exclusivity of “in-house” IT must recognise this is an outdated view.   Businesses need technology that delivers benefits and value, and is responsive to change.  Therefore, we should embrace such tools that exist, including cloud, to create the type of enterprise IT that businesses need, not the IT we have delivered in the past.

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LANDESK promises to focus on the ‘IT’ in ITSM http://www.servicedeskshow.com/blog-spot/landesk-puts-itsm-first/ http://www.servicedeskshow.com/blog-spot/landesk-puts-itsm-first/#respond Thu, 05 Jan 2017 14:58:14 +0000 http://www.servicedeskshow.com/?p=13550 With 37 offices and 1600 employees helping support 41 million endpoint devices, the combined LANDESK/HEAT creates an IT behemoth.   CEO Steve Daly explains that rather than leaving behind its ITSM legacy, the new company will put IT front and centre. When companies the size of LANDESK and Heat combine, there is a tendency to […]

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With 37 offices and 1600 employees helping support 41 million endpoint devices, the combined LANDESK/HEAT creates an IT behemoth.   CEO Steve Daly explains that rather than leaving behind its ITSM legacy, the new company will put IT front and centre.

When companies the size of LANDESK and Heat combine, there is a tendency to move “up the food chain”.  Niche IT providers combine forces and expand their portfolio to compete for bigger deals. Large IT service management providers often become broad, enterprise IT providers to get even bigger deals when they join forces.  It’s a natural occurrence driven by market demands.  But this trend is why all to often, customers of the original product or service are left behind.

The combined LANDESK/HEAT will certainly be big.  And it will certainly compete for bigger deals against bigger competitors.  But according to its CEO Steve Daly, LANDESK/HEAT will certainly not move away from its IT service management legacy.

“We live in the age of the digital workplace and IT service management is the centrepiece of this new world.  We have many tools available, but they are too disparate. These elements need automating and integrating. ITSM needs someone to pull it all together, and this is what LANDESK/HEAT will do.” 

IT departments must be the fulcrum for ITSM according to Steve.  “We’ve seen enterprise service management receive a lot of coverage and there is merit in applying service management principles to other departments.  But we’re not going to chase enterprise service management, our innovation is focusing on the IT element.

“ITSM needs someone to pull it all together, and this is what LANDESK/HEAT will do.”


“The tech that we’ll bring to the workplace, it’s about end-user management and security.  It’s about IT technicians and leaders, not HR, or facilities.  This is about IT.  We need cool innovation in service management, and we need to think differently about making every end-user more effective.  We believe no one is fulfilling this role currently.”

Steve underlines the point that his new organisation, which will be renamed later this year,  takes its role of improving ITSM very seriously. “The cornerstone of this new company will be the IT service management platform.”

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