Service Management

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...

The Nature of Service is Changing

Robert Stroud — Thu, 02 May 2013 13:23:00 GMT

Finally back at my desk after a couple of weeks of travel, I had some time to digest the American Airlines computer glitch that grounded all flights in the US for several hours in mid-April. These sorts of outages often directly impact me greatly due to my extensive travels, but this one didn't as I was already in Hong Kong for the ISACA Chapter annual conference. As an update for those who...

Focus on the Business Service—Not the ITIL Processes

Robert Stroud — Tue, 30 Apr 2013 14:22:00 GMT

During my recent travels throughout the world, I recently held a number of round table discussions on service management implementations, challenges and successes. Interestingly, many organizations that successfully implement incident, problem and change management start to run out of steam and then find it incrementally harder to move to the next level. In the round tables, we've been...