Service Management

Is Your Service Management Vision Getting Blurry?

Allen Houpt — Wed, 22 May 2013 13:46:00 GMT

As I sat in the optometrist's office last week trying to "rationalize" why the eye chart was blurry - I'm NOT getting older, but yes I do need new reading glasses - I started thinking about how the line between Service Management and IT Infrastructure Management continues to blur. This started many years ago with discrete products such as service desks, CMDBs, support...

The Case for Vanilla Ice Cream

Crystal Miceli — Mon, 20 May 2013 16:12:00 GMT

The world is a complex place. Each day we are faced with more and more options for every service experience. Think about what it means to order coffee today as opposed to 50 years ago. Then you got a cup of black coffee and could add your own sugar and/or cream. Now you have half-fat, non-fat, Splenda or Equal, foam or no foam, chocolate sprinkles or hazelnut flavoring, and that's...

Why CA Nimsoft Service Desk Is “Service Different”?

Gijo Mathew — Mon, 13 May 2013 14:37:00 GMT

At Peter Griffiths' CA World keynote, we ran a video of CA Nimsoft Service Desk as an example of CA Technologies "Cloud First" strategy. The video concludes with "It's time to change the way we service the business, Service Different." Throughout the event, people asked me what is so unique and game-changing about "Service Different?" I think the question...

Can ITIL Survive?

Robert Stroud — Thu, 09 May 2013 16:09:00 GMT

The Cabinet Office recently entered into a joint venture (JV) with Capita to manage and develop the U.K. government's frameworks including ITIL® and Prince2®. More details on the frameworks are available on the Best Practice Management website. After a week of lobbing emails and phone calls around the industry, I have yet to find any groundswell of support for the move. In fact, most...

CA World and The User Experience

Eric Feldman — Mon, 06 May 2013 14:51:00 GMT

The biggest event of the year is now over, and while the calluses on our feet are still healing, I thought I would reflect on three prevalent trends throughout the show: mobility, enterprise IT relationships and the user experience. These trends were evident from the content of sessions, my conversations with attendees, and the offerings of our partners. They also neatly aligned with the CA World...