IT service management


Avoid buyers remorse when selecting an ITSM solution

You have an IT service management solution in place, but you’re not happy with it. This could be down to cost, automation, support, upgrades, and/or administration. How do you avoid getting into this situation, and how should you approach the ITSM solution selection process? This session looks at the entire buying process, specifically the RFP, […]

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Hotel bell

Why IT user support can’t ignore the call of Agile, Kanban, Scrum, Sprint, and DevOps, by Noel Bruton

The popularity of Agile, DevOps and their associated ideas and methods challenge the entire concept of an IT service desk. Noel Bruton explains why this rethink of technology delivery must quickly extend to IT user support. Right now, IT management thinking is in the middle of its greatest revolution since 2002, back when ITIL first […]

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FrontRange recognises that BYOD is here to stay

The proliferation of mobile devices serving double-duty at home and in the office has led ITSM specialist FrontRange to integrate BYOD (Bring Your Own Device) management into its HEAT suite. Enterprise Mobility Management (EMM) promises visibility of smartphones and tablets used for work purposes, collecting real time hardware data, usage and device tracking, and other functionality […]

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Council aims for service continuity with service desk project

Warwickshire County Council  says it improved continuity of IT provision and self-service offered to 5000 users, while also amalgamating its technology infrastructure,  since installing version 3 of Hornbill’s Supportworks ITSM platform. The improved change management capabilities of the product have been important for minimising user disruption while migrating to Windows 7 and Google email accounts according to […]

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Cutting the IT waste

Waste management company Biffa has announced the deployment of software from ITSM software supplier ServiceNow in a move to automate IT processes and provide employee self-service. Providing waste collection, treatment, and recycling nationwide, Biffa needed a way of not only automating and managing IT functions, but also identify incidents before they escalate and potentially affect business performance. “We […]

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Rudderless IT pt2

Rudderless IT part 2 – plotting a new course for ITSM

In part one of our investigation into ‘Rudderless ITSM’ and what should be steering the industry to more prosperous waters, we considered the changing role of ITIL, the importance of service management tools and the need for IT to develop a value-first mentality.  In part two, we study what is going wrong and discuss strategies for […]

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Gartner headlining SITS13 part four: Building A Perfectly Balanced Service Desk

Gartner, the world’s leading information technology research and advisory company, is headlining the SITS13 keynote programme.  ServiceDesk360 previews the four keynote events spearheaded by Gartner, focussing on a panel which will discuss how to Build A Perfectly Balanced Service Desk. Culture vs. tools: a phrase you’ve probably heard of before. We buy tools for the […]

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SITS13 pt3 - learn

SITS13 preview part 3 – join the industry’s biggest stars

Alongside a stacked education programme, which includes for the first time keynote sessions from Gartner, SITS13 also offers myriad opportunities to learn directly on the showfloor.  LANDesk invites visitors to stand 400 to view exclusive research regarding how customers and service desks feel about self–service, and how IT teams can provide real value to their organisations. Barclay […]

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