• Build or Buy; 7 Considerations when planning your ITSM deployment

    A Business Centric Approach to Service Support   As the frontline between IT and the business, the service desk bears the brunt of customer dissatisfaction (due to service disruptions and user perception of poor...
    ITSM Guy
    last modified by ITSM Guy
  • How to Build Your Case for Investment in ITSM

    Familiarity breeds comfort—no matter how dysfunctional the situation. Despite your best efforts to communicate the challenges facing your organization and build an indisputable case for change, you may face an u...
    Chris Rixon
    last modified by Chris Rixon
  • Alf's Zoo - Looking at the ITSM Market with David Johnson

      Alf's Zoo - In the midst of the 2014 FIFA World Cup hysteria, the Zoo chats with competitive intelligence expert David Johnson about the difference between collecting business information and conducting indust...
    Alf Abuhajleh
    last modified by Alf Abuhajleh
  • If IT Departments Were Like Self-Service Check-Out Lines

    Service model excellence: Giving business access to services they can complete on their own with a user-friendly, app store front-type capability.   In a recent study of consumer habits, findings showed that 19 ...
    Jeff Moloughney
    last modified by Jeff Moloughney
  • Coaching in the NCAA's vs. an ITSM environment

    Tom Peters, the famous business guru and frequent public speaker once said “I hate sports analogies. They’re a bunch of male macho …” Sorry Tom it is March Madness and time for taking libertie...
    David Shimberg
    last modified by David Shimberg
  • Mobile Users and IT: To Web, or Not to Web?

    There has been a running debate for years within the mobile ecosystem on what approach yields the best result for an end user trying to access complex information resources. Complex information resources can be someth...
    Dan Ortega
    last modified by Dan Ortega
  • Amazing User Experiences, Amazed Administrators

    Over the last week, one of our competitors has gathered their customers, partners, and employees to share their latest and greatest technologies. Some great ideas, but one that has been underplayed -- what's truly goi...
    Bill Emmett
    last modified by Bill Emmett
  • Mindsets, Skillsets, and Toolsets for The New IT

    Part 1: A mobile-first approach   “When the facts change, I change my mind – what do you sir?” this fantastic quote is attributed to the economist Maynard-Keynes, on being confronted about a sh...
    Chris Rixon
    last modified by Chris Rixon
  • SLA Number Five is Alive: A Strange and Cautionary Tale in ITSM

    In a very ordinary industrial park, in an unremarkable town in the south of England, for a few short months there “lived” a strange and malevolent force. It inflicted misery and delight on bemused humans i...
    Chris Rixon
    last modified by Chris Rixon
  • IT Geek vs. Suit Divide: What’s Your Contribution to the Problem?

    As observed by Andy McAfee during the Harvard Business Review (HBR) webinar discussing digital transformation, there’s often a subtle or not-so-subtle conflict between IT and the business.   This tension i...
    Jeff Moloughney
    last modified by Jeff Moloughney
  • Why BMC Went to San Francisco to Talk to ServiceNow Customers

    Kicking off its annual user group meeting in San Francisco, Knowledge14, ServiceNow fires a volley across the bow, unveiling what it’s been working on for years: “closed-loop change management.” Wh...
    Alf Abuhajleh
    last modified by Alf Abuhajleh
  • Social-Smochial: Only IT Delivers Social ROI

    Despite swelling social media budgets, more companies are shying away from tracking the financial benefits of social networking. “They've realized that social media isn't a transactional engine or sales machin...
    Alf Abuhajleh
    last modified by Alf Abuhajleh
  • Paying the Toll for Lack of Government Technology Services

    Is Government Prepared for Mobile User Expectations? Orange County, California - Winter 2013. I was aiming for the 55 Beach Cities exit when apparently I used the Fast Pass lane (FasTrack® by The Toll Roads...
    Cancel Account
    last modified by Cancel Account
  • Asset & Configuration Management - Webinar with ITIL Expert, George Spaulding

    BMC and Pink join forces on April 17th to review how asset and configuration management can help you drive better business decisions. George Spaulding, Executive VP at Pink Elephant, along with Sharron Sims and I from...
    Criss Scruggs
    last modified by Criss Scruggs
  • Alf's Zoo - Modern IT in India with Pratik Nahata

      This week, Pratik Nahata talks to the Zoo from Bangalore, India, where social and mobile are beginning to alter politics and business, entertainment and family life. In the recent elections, for example, parti...
    Alf Abuhajleh
    last modified by Alf Abuhajleh
  • How Much ITIL Is Enough?

    How Much ITIL Is Enough?   ITIL, and ITSM process design in general, remain divisive topics, sparking a number of healthy online debates in recent times. There are those who believe that any amount of best prac...
    Chris Rixon
    last modified by Chris Rixon
  • People are People, and the History of IT

    I love watching TV shows that depict life in past decades because it’s fun trying to remember when a piece of technology was launched and how we ever got along without it. In a recent episode of TV’s &ldqu...
    Mark Woodruff
    last modified by Mark Woodruff
  • Cloud's impact on ITSM tools: it's not just about SaaS

    The last few years in the ITSM toolset market have been somewhat dominated by the subject of cloud delivery. Businesess have, of course, rapidly embraced the cloud as an application consumption option. ITSM has been n...
    Jon Stevens-Hall
    last modified by Jon Stevens-Hall
  • Leading Digital Transformation with Andrew McAfee

    Have you read “The Second Machine Age” by MIT’s IDE leaders Erik Brynjolfsson and Andrew McAfee yet?   MIT’s top digital transformation researchers warn us of the upcoming impact of techn...
    Cancel Account
    last modified by Cancel Account
  • Shopping for Social IT

    My retail-savvy friend doesn't have time to go shopping.   “You jump in the car, find a spot at the mall, walk for miles, only to find the product is sold out,” he said after a recent shopping outing....
    Alf Abuhajleh
    last modified by Alf Abuhajleh