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The other week, I attended an itSMF event focused on Proactive Problem Management. Problem Management (http://www.cherwell.com/it-service-management-software) – Proactive Problem Management – is the one area within ITSM I think could be greatly improved. A majority of the people at  read more

Jarod Greene of Gartner did this great webinar the other week on Social IT, and I took away a couple of ideas I’m interested to explore: Collaborative IT: Jarod explained that by using Social tools, it’s possible to capture the noise that happens between the cracks of a formalise read more

If you've been following along with my series on BYOD, you know that we kicked things off with my opinion that BYOD is just a fad (http://www.cherwell.com/_blog/Blog/post/Bring_Your_Own_Device,_Mobile_Device_Support_-_A_Fad,_or_The_Future/), but that mobile device support is the future for IT in read more

Google Enterprise VP Sebastien Marotte just gave his take – to the BBC – about how the way we work is going to change (http://www.bbc.co.uk/news/business-16858085). Marotte highlights many of the ideas we – and our peers such as Gartner’s Jarod Greene – believe wil read more

Adam Holtby, a research analyst with Ovum, recently wrote a blog about how the service desk can help improve business relationship management (http://ovum.com/2012/01/17/the-service-desk-can-help-improve-business-relationship-management/). This is a very interesting topic and having had a backgr read more

Last week we talked about how BYOD wouldn’t inhibit productivity, and employees actually benefit from using their own devices for work. However, the more important question is will employees mind when the tables are turned and work has power/control over their personal device? I&rsquo read more

I recently gained some interesting factoids from my peers in the Service Desk world that support the notion that ITSM is getting social with social media. During my recent webinar (http://www.brighttalk.com/webcast/534/39207.), I asked: How important do you think Social Media data feeds ar read more

We discussed the general idea of Bring Your Own Device (BYOD) in my last post (http://www.cherwell.com/_blog/Blog/post/Bring_Your_Own_Device,_Mobile_Device_Support_-_A_Fad,_or_The_Future/), so today we’ll start looking at the first of my 5 points concerning BYOD: Productivity. As I me read more

I know people find that statement to be a little shocking. We just barely started talking about Bring Your Own Device (BYOD) policy and I’m already stating it’s a fad. My reasoning behind this is that the premise of BYOD, according to the articles I’ve read, is that IT will som read more

What I’ve noticed when we talk about the introduction of social media into ITSM is a general reaction of, you’re joking. How? Why? Why on earth would I want to use Twitter or Facebook or LinkedIn in conjunction with my IT service delivery? These people are missing the point.  read more