IT Service Management

June 09, 2020 Atlassian Acquires Helpdesk Tool Halp

Atlassian has acquired Halp, a real-time helpdesk tool that integrates with Slack. With the broader context of this move being Atlassian and Slack’s strategic alliance, might there be more to this acquisition than meets the eye?

May 05, 2020 Service Design Tools and Methods

Organizations are complex and have multiple stakeholders involved in the delivery of a service. In a public sector organization, for example, there are end users, multiple agencies and departments, and vendors involved in the delivery and consumption of the service. Service design methods and tools assist in making sense of these stakeholders’ inter-relationships and allow organizations to make sound decisions during service implementation.

April 24, 2020 Satisfaction With Software Drops With COVID-19 Uncertainty

The impact of COVID-19, as it became a global pandemic in Q1 of 2020, has affected user sentiment toward software during a growing period of fear, uncertainty, and doubt. To analyze the impact, SoftwareReviews compared Satisfaction (willingness to recommend to a peer), ability to deliver Business Value (fair cost to value), and Likeliness to Renew prior to March 10 and post March 10.

April 15, 2020 InvGate Offers Service Desk Solution for Free to Fight Against the COVID-19 Pandemic

ITSM vendor InvGate announced that due to COVID-19 any organization can use InvGate Service Desk free of charge. This promotion helps IT departments when they need it most while gaining adoption and market traction for InvGate.

April 15, 2020 ServiceNow’s Orlando Release Focuses on AI With Now Intelligence

ServiceNow’s Orlando release introduced Now Intelligence, a set of features that strengthen ServiceNow’s lead in the AI-powered IT service management (ITSM) and digital transformation space.

March 29, 2020 Ivanti Update and 2020 Strategic Direction

Ivanti is well positioned to build on a solid ITSM foundation and will deliver expanded capability in areas such as mobility, customer experience, enterprise service management, and artificial intelligence.

March 29, 2020 Shared Services Canada Selects BMC to Optimize IT Service Management

IT solutions provider BMC announced that Shared Services Canada (SSC) has selected BMC Remedy to be its new ITSM platform. This adoption shows that BMC continues to be a viable option for governments and large enterprises.

March 27, 2020 ServiceNow Releases Free Emergency Response Apps in Response to COVID-19

ServiceNow has released four free emergency response apps to help customers with crisis management in the wake of COVID-19, including emergence response operations, employee outreach, self-reporting, and exposure management.

March 11, 2020 ManageEngine Enhances MSP Offering of ServiceDesk Plus With Version 10.5

ManageEngine has released version 10.5 of ServiceDesk Plus MSP, with a new UI and new features including MSP Business Dashboard, Time Sheet, and field service management.

February 24, 2020 Develop ServiceNow Customizations a Little More Easily With a Visual Studio Code Extension

ServiceNow promises to make in-house ServiceNow development a little easier by directly integrating with Microsoft’s popular Visual Studio Code editor.

January 31, 2020 Five Smart City Trends for 2020

At a smart city forum hosted in Dublin by Enterprise Ireland, practitioners from around the world discussed some of the early successes yielded from pilot projects and the barriers they still face in scaling up.

January 28, 2020 Serviceaide Adds AI Features to Improve Service Management Efficiency

Serviceaide announced that it has added new AI features to its Intelligent Service Management (ISM) to improve incident resolution time and overall service desk efficiency.

January 23, 2020 Microsoft Introduces Managed Meeting Rooms to Facilitate Online Meetings

Microsoft announced a new service for managing the hardware and software required to run meetings in Microsoft Teams and Skype. This new solution is a cloud-based service to provide Microsoft Teams meeting rooms with more security and efficient monitoring.

January 23, 2020 Symphony SummitAI’s Latest Release Incorporates More AI Functionality to Enhance Service Management

Symphony SummitAI announced the general availability of Sierra, the latest version of its AI-based service management tool.

January 22, 2020 Ivanti Changes Direction: It Has Installed New Leadership With Experience in Enterprise Software, Mergers & Acquisitions

Clearlake Capital is shaking up Ivanti’s leadership. Expect greater focus on efficiency and acquisitions beyond ITSM and IT operations.

January 07, 2020 ServiceNow New York is Here

ServiceNow version New York has entered General Availability. These features should delight high-maturity IT departments but are mostly worthless for low-maturity groups.

December 19, 2019 Cherwell Sends Clear Message on UI and AI at Annual User Conference

Cherwell has announced it is consolidating its portfolio of modules into a single product at its Clear conference in Nashville this fall. Its promise of an elevated experience is achievable, but customers need to do some work to make it a reality.

December 11, 2019 Adoption of Micro Focus’ Service Management Automation X Product Increasing Along With Deployment Options

Micro Focus announced that its Service Management Automation X (SMAX) product has grown its customer count by 133% over the past year and can now be deployed as SaaS in addition to cloud or on-premises solutions.

November 27, 2019 BMC Converges ITSM and ITOM Into a Unified Platform, Incorporating Artificial Intelligence and Machine Learning

IT solutions provider BMC announced its intelligence-enriched ITSM and ITOM platform with BMC Helix, which supports efficient and proactive IT service discovery, monitoring, optimization, remediation, and delivery of an omni-channel experience for IT professionals and businesses.

November 18, 2019 Atlassian Extends Jira Service Desk to Non-IT Business Units: HR, Legal, and Facilities

Atlassian announced that its service desk software, Jira Service Desk, now includes templates and workflows to support non-IT business units including HR, Legal, and Facilities.

October 30, 2019 Technology’s New Morality Play – Time to Throw Out the Script and Start Improvising

VMware challenges IT to be more than it may be comfortable with: technologists as members of an elite caste charged with the moral use of technology and guarding the uninitiated against negative consequences.