IT Services

Teamwork meeting concept

Is enterprise IT being sucked into the cloud?

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.  (more…)

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ICCM is now OpoenText

ICCM customers assured: buyout makes us stronger

The buyout of ITSM software provider ICCM by information management specialist OpenText will benefit customers of both businesses by creating a wider portfolio more suited to tackle current and future ITSM challenges. Speaking to ServiceDesk360, ICCM’s Andy Scott assured customers that the purchase will not negatively impact service or product development.  “Customers will continue to receive the […]

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CAPTCHA tests accused of discrimination

Organisations that use CAPTCHA tests to differentiate between humans and computers for anti-spamming and other nefarious activities are being warned that they risk alienating a growing number of internet users with disabilities, according to the Australian Communications Consumer Action Network (ACCAN). Many government and internet services use the CAPTCHA test before access is granted, however […]

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It’s About Priorities, Not Service Levels

Resident IT support expert Noel Bruton continues his series addressing today’s key service desk challenges.  Here he pokes one of ITSM’s crumbly cornerstones, the service level and reveals why these fundamental building blocks of support operations are in reality a hinderance to good service. For the past twenty-odd years, I have been a consultant specialising […]

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Rich SITS13, SD360

Service desks must become business champions

Service desks are capable of solving myriad non-IT business challenges which could elevate its status immeasurably as it helps deliver bottom-line benefits.  Speaking at SITS13, Eric Wright, managing director of service desk software supplier Richmond Systems, said that while the popularity of mobile devices is helping open a dialogue between previously disinterested users and IT, […]

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SITS day 1 – latest show news

More than 85 vendors are showing their latest and greatest at SITS13 starting today, here’s a summary of the day one news announcements. Certero  is demonstrating its newly launched AssetStudio v4 on Stand 609.  Described as one of the few module-based Software Asset Management (SAM) on the market, the suite focuses on helping with compliance […]

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SITS breakfast better

SITS13 breakfast briefing – laying down the metrics gauntlet

The scale of the ITSM metrics challenge was starkly illustrated at the first session of SITS13, with the majority of  the breakfast briefing audience admitting they don’t yet produce reports which show business value.  Illustrating how difficult service desks are finding the move away from operational metrics, most attendees to the breakfast briefing would welcome […]

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SITS final preview, SD360

Stop the press: latest SITS13 news

With the Service Desk and IT Support Show (SITS13) just days away, we round-up the last minute announcements, including extra opportunities to win prizes and receive free research. Stand 200 will find Sunrise Software previewing the latest version of its Sostenuto suite ahead of its official launch in June, including gamification functionality to help improve and […]

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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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