Systems management

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Why MITUS2 is not ITIL – By Noel Bruton

The announcement of MITUS2, a methodology for building effective IT support, has caused some commentators to question why we need another set of processes, particularly now that ITIL2011 has become bigger than ever. Its author Noel Bruton offers more details on MITUS2, what it will offer support teams and why it is not another subset […]

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ServiceNow update addresses social media

ITSM provider ServiceNow has announced an update for its service management platform designed to enhance the social network interface so it acts like Facebook. The update extends the ServiceNow Live interface, allowing the formation of groups, followers and tagging, creation of a knowledge base that evolves with users and providing a source of data for […]

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Kaseya addresses network management and policy

Software provider Kaseya has launched two products designed to improve the viewing and management of networks. Kaseya Directory Services allows the automation of the syncing process with Microsoft Active Directory, and enables administrators to designate specific rights and access options to users and machines, along with password and account management functions. The second product is […]

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ITSM 2.0 dedicated to cloud alignment

Fox IT has announced the launch of ITSM 2.0, a service management framework designed specifically for cloud environments. The framework aims to provide a bridge between current management best practice and the latest developments in cloud services. Alongside providing business alignment, ITSM 2.0 also offers guidance that embeds technology and processes, and is free to […]

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Kaseya product to help MSPs deliver service flourish

Kaseya has expanded its IT automation platform with the addition of Service Billing 1.0, and Service Desk 1.3, two new modules addressing financial capabilities and operational visibility respectively. Service Billing 1.0 empowers service providers to automate the entire billing process from one portal, helping to improve cash flow and profitability, while Service Desk 1.3 now […]

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Who to meet at the Service Desk & IT Support Show – part 5

In the fifth of our Service Desk & IT Support Show (SDITS1) previews, we look at the category remote and mobile support. – Citrix Online will be showing its latest collaboration tool GoToAssist, providing secure remote technical assistance with increased first-call resolution, resulting in a more streamlined operation, the solution also comes in two flavors […]

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Who to meet at the Service Desk & IT Support Show – part 4

In the fourth part of our preview of the Service Desk & IT Support Show (SDITS11), we look at the category service management suites. – House-on-the-Hill will be showcasing their Supportdesk service desk software on stand 316, and demonstrating how solutions including FOI, complaints management and MSP can be tailored to customer requirements and used […]

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CA hits ISO/IEC 2000 target

Software giant CA has attained the global standard for IT service management following a six month project designed to underline its commitment to internal best practice. To meet the criterial demanded by the ISO/IEC 20000 standard, CA has been independently audited to prove its IT service management processes are to a recognised level. Stephen Savage, […]

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Cloud to throw public sector cost-cutting lifeline?

The 25 per cent public sector spending cuts will spur IT managers to evaluate cloud computing as a money saving solution according to analyst Ovum. Ovum’s research says the public sector prefers on-site storage and deployment for IT functions. However, faced with such dramatic cuts, the cost benefits already recognised by private business will cause […]

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