IT Service Management

Framework parameters

Does the ITIL® Framework Need a Facelift?

The following is an excerpt from a longer article, entitled ‘Does the ITIL Framework Need a Facelift?’ by Malcolm Fry. Malcolm believes the framework is an excellent tool, and his comments are not meant to be a criticism but an encouragement to improve. Relevance The eternal problem for the ITIL framework has always been to remain relevant mainly because […]

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7 Steps to Continual Service Improvement (CSI) Success

7 Steps to Continual Service Improvement (CSI) Success

No matter the size or maturity of your service desk, every service desk manager questions how to implement continual service improvement (CSI) and make it meaningful. Implementing CSI successfully can be hard enough; implementing it according to Pink Elephant-certification, best-practice standards is a demanding and often overwhelming process. Thankfully, Dave Jones’—of Pink Elephant—recently discussed CSI in

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Model T car / it service desk

Building Innovation into your IT Service Desk. Does this depend on your tool or your team?

Innovation is a slippery thing. Take some of the well-known quotes about innovation. When asked about the idea behind the Model T car, Henry Ford is quoted as saying, “If I had asked people what they wanted, they would have said faster horses”. Ralph Waldo Emerson is also attributed with the aphorism, “Build a better

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2014 Gartner Magic Quadrant

2014 Gartner Magic Quadrant

IT service support management (ITSSM) tools extend the capabilities of IT service desk tools by providing modules that automate configuration and release governance processes, and provide a business view of IT services. These capabilities enable the IT support organisation to manage incidents, problems, changes and service requests throughout their life cycles at a more efficient

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Forrester Overview SaaS IT Service Management Tools

Forrester Overview SaaS IT Service Management Tools

EXECUTIVE SUMMARY IT service management (ITSM) software-as-a-service (SaaS) solutions have been widely adopted by IT infrastructure and operations (I&O) organisations around the globe to help deliver technology services more efficiently and effectively. This updated market overview offers: 1) details on the ITSM SaaS market players; 2) guidance on both the key ITSM functional and SaaS-specific

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ITIL-simple explanation

ITIL a simple explanation

[av_video src=’http://www.youtube.com/watch?v=vBguassbAzo’ format=’16-9′ width=’16’ height=’9′ av_uid=’av-8lyfp’] A humorous jargon-free business explanation of ITIL cycles. ITIL® Explained Simply & Visually describes the five cycles in version 3 of the IT Infrastructure Library by comparing them to a restaurant chain. ITIL is the globally recognized collection of best practices for delivering great IT services. CompuCom has been

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FrontRange-Logo

FrontRange to Exhibit Hybrid Service and Client Management Offerings at HDI Conference

Presentation Will Highlight Advantages of Public/ Private Cloud and On-Premise Solutions with Industry Guest Speaker Candice Peacock Milpitas, Calif. | March 25, 2014 — FrontRange, the Hybrid IT software company, today announced it will be participating as both an exhibitor and sponsor in HDI’s 2014 Conference & Expo. FrontRange will be exhibiting at Booth #502

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