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SaaS 5 years in – myth vs reality

SaaS 5 years in – myth vs reality

“It’s not secure. Compliance concerns are too great to risk. We must be in control. Isn’t there an unacceptable risk of downtime? What happens as we grow – will the solution scale and perform acceptably? In the long term isn’t it more expensive than simply purchasing...

Getting Genuine Business Value from ITSM Reporting

Getting Genuine Business Value from ITSM Reporting

Reporting in the ITSM world can be a bit hit-or-miss but is hugely important - one of the key concerns raised once again in the 2019 'SDI View from the Frontline report'. There’s so much data to work from, and so many people to inform, that quite honestly many...

Bidfood: Changing the perception of IT in your organisation

Bidfood: Changing the perception of IT in your organisation

Bidfood When your company mantra is ‘Service Excellence’, and awards adorn the organisation from the CEO down, any team can become frustrated if circumstances mean they are offering anything less. Faced with an outsourced IT Service Desk, which was a cause of...

SDI View from the Frontline report – ITSM vendor view

SDI View from the Frontline report – ITSM vendor view

Once again, the SDI survey on ITSM software tools has been returned and once again there’s both a pat on the back and a shot across the bows for the ITSM software vendors. Many customers are happy with the tools they use, their capabilities and the service they...

What makes Housing Associations good at IT Service Management?

What makes Housing Associations good at IT Service Management?

Housing Associations exist in one of those hybrid worlds, working within the challenging budgets of the not-for-profit organisation but faced with the demands of technology-dependent colleagues and often the organisation’s customers, partners and tenants. I’ve been...

What’s the Difference Between ITIL and ITSM?

What’s the Difference Between ITIL and ITSM?

Let’s be honest, the IT world is never short of acronyms. And unfortunately, while they can be useful, acronyms also bring with them an inevitable degree of confusion. The trouble is, once you’ve sat through a few meetings listening to people throw around terms like...

The Importance of Flexibility in IT Service Management

The Importance of Flexibility in IT Service Management

Business technology is moving at an unprecedented rate. At the same time, IT infrastructure has become essential to the daily operations of nearly every business on the planet. And, of course, those of us in the IT service management world are expected to keep pace....

Sunrise 2018 round-up

Sunrise 2018 round-up

Another year – and what’s changed in the ITSM world? My 2017 round up centred on SaaS – how organisations had come to terms with their security concerns of the Cloud and started to embrace the combination of certainty and flexibility that comes with hosted pricing and...