IT Service Management

October 16, 2019 ServiceNow’s New York Release Brings a Price Increase in Disguise

ServiceNow has mastered the art of implementing subtle license changes and price adjustments with each major release of its software, resulting in regular price increases for its customers. This has occurred with the London, Madrid, and, most recently, New York releases.

October 03, 2019 IT Startup Forethought Adds AI Tool to Automate Ticket Routing

San Francisco-based IT startup Forethought announced new product Agatha Predictions on September 5 to help categorize and organize incoming tickets.

September 17, 2019 Spiceworks Promises Free Tools Will Continue Despite Ziff Davis B2B Acquisition

Spiceworks – which operates a community of IT professionals, marketplace, and free apps – has agreed to be acquired by Ziff Davis B2B, but says it will continue to prioritize and develop its products.

August 25, 2019 Quest KACE’s Latest Updates to Simplify Service Management

Quest Software has announced its newest updates, KACE SDA 7.0 and KACE SMA 9.1, which enhance their features, apply Linux scripted installs, and automate systems management.

August 25, 2019 SolarWinds’ New Major Priorities to Beat Rivals

SolarWinds has announced its three big priorities for second half of 2019. These include MSP, service desk, and cloud-based application management.

August 24, 2019 Malwarebytes Integrates With ServiceNow to Streamline the Incident Response Process

Malwarebytes’ endpoint security solutions’ cloud integration with ServiceNow simplifies the security deployment process by streamlining and documenting the entire incident response process in ServiceNow’s Security Incident Response console.

August 24, 2019 New Updates of ManageEngine to Facilitate IT Services

Zoho Corporation announced new updates in its IT management division, ManageEngine. Zia, Zoho’s AI assistant, is now generally available to use. Moreover, predictive analysis is a new feature added to Analytics Plus.

July 22, 2019 ServiceNow and Microsoft Partnership: Great for ServiceNow and Microsoft Customers, Great for Vendor Lock-In

ServiceNow and Microsoft are furthering their partnership by hosting the Now platform in the Azure-trusted cloud. These features and integrations are powerful, but comes at the price of vendor lock-in.

May 24, 2019 Cherwell’s New Partner Program Will Improve Trust Between Customers and Cherwell Partners

Cherwell is overhauling its global channel program. These changes will continue to drive stellar customer service, but don’t use it as an excuse to outsource Cherwell learning and development.

April 29, 2019 Control Desk Continues to Woo Enterprise Clients

IBM has an attractive ITSM and ITAM roadmap for Control Desk. The BigFix divestiture, however, raises some pressing questions.

April 29, 2019 Samanage Wins Big in SolarWinds Acquisition

SolarWinds’ acquisition of Samanage presents a bright future for this product – assuming it isn’t starved of development budget.

April 26, 2019 Small Enterprise SituAction: Negotiating With Oracle

Contract negotiation with major vendors is always painful. Take a strategic approach to negotiating with Oracle on database and application licensing.

April 22, 2019 Spirion Swipes Cybersecurity Gold for Data Classification

At the RSA Conference earlier this month, Spirion announced it had won the Gold Cybersecurity Excellence Product Award in the Data Classification category.

April 10, 2019 Zendesk: Customer Service Management Powerhouse Looks to Expand Its Footprint

Zendesk has been a keystone vendor for external customer service management for over a decade. It is now making a strong effort to expand into adjacent functional areas, with a heavy emphasis on IT and HR ticketing.

April 09, 2019 ServiceNow Branches Beyond Internal IT Service Delivery to Tackle External Customer Service Use Cases

ServiceNow has been a mainstay vendor for internal IT service management for over a decade. It is now making a concerted effort to expand into adjacent functional areas, with a heavy emphasis on providing external customer service management.

April 05, 2019 The Latest Microsoft AI Power Play

Microsoft is releasing free online courses for artificial intelligence. This is its attempt at remaining relevant in the AI space, so you might as well take advantage.

April 01, 2019 Stop Thinking About Backup and Start Thinking About Data Protection

Stop thinking about backup and start thinking about data protection. Newer technologies are making it redundant.

March 29, 2019 ServiceNow and Adobe Take On Customer Relationship Management Giants

Adobe and ServiceNow are partnering to improve customer service and experience management. This reflects ServiceNow’s strategy to expand beyond ITSM, but this space will be harder to break into.

March 27, 2019 Prepare Now for Your ServiceNow Renewal

ServiceNow’s growth and product diversification clearly indicates the areas in which it needs its customers to engage, grow, and expand. To obtain the best possible renewal pricing and terms, ServiceNow customers must understand what is important to ServiceNow first.

March 12, 2019 What Tools Do You Really Need to Deliver Your Products and Applications?

While the Agile Manifesto might value individuals and interactions over processes and tools, modern product delivery SDLCs are automated. Unfortunately, there are a lot of tools and vendors creating confusion as they compete for a share of your wallet.

February 19, 2019 Subscription Growth Leads ServiceNow to a Strong 2018 Year-End Close

ServiceNow announced financial results for its fiscal year ending December 31, 2018. While new customers account for some of the results, subscription revenue increases are the key factor behind its 36% year-over-year growth.