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Apr132012
one size, BMC, 360

‘One size fit all’ service desk software mentality must change says BMC

Heightened expectations around IT delivery mean that the ‘one size fits all’ approach to helpdesk software is hopelessly antiquated. Chris Rixon, principal solutions manager for BMC told ServiceDesk360 that the traditional approach of selecting service desk technology based upon company size no longer works.  “Choosing a service desk product is about stating points of maturity.  We […]

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Sep062011
Pencil500

ITIL update bring the framework back to its roots says itSMF CEO

Dropping the version number from ITIL will allow it to reclaim its identity as an ever-evolving body of knowledge offering guidance to ITSM practitioners. That’s the view of Ben Clacy, CEO of itSMF UK, who told ServiceDesk360 that much of the criticism regarding the extensive update of ITIL stems from the feeling that Version 3 […]

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Jun142011

ITIL; what’s ITIL? The language of #SDI11

“Service” and “Social Media” have usurped “ITIL” and “Processes” as the buzz words at the SDI Conference. James West wonders if the changing language indicates real cultural change, or if the ITSM industry is just following the crowd? For many years, ITIL was a comfort blanket, the go to word at ITSM events to assimilate […]

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May272011

Over-regulated internet will damage global IT growth

IT chiefs have warned world leaders against over-regulating the internet because it will damage prosperity and growth in their countries. Talking at the G8 summit in France, Facebook founder Mark Zuckerburg told delegates that regulations to enforce security, taxation and copyright would have the effect of strangling innovation and free expression, and instead advocated the […]

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May122011

This first-line, second-line thing

Noel Bruton says poor decisions regarded first and second-line support have created a confused service, with users unsure where to turn. A rethink is needed to improve the service delivered. The first line takes the enquiries. The second line fixes the enquiries the first cannot. Second line people are paid more than first line. They […]

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Apr212011

The SDITS11 top #5 buzz phrases

James West went to SDITS11 this week and heard a number of phrases and themes repeated. His observations on what is actually important to attendees may surprise you, as might the inclusion of an influencing force that was thousands of miles away from Earls Court… Following two brilliant, action-packed days at SDITS, there is still […]

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