ServiceDesk360

SDITS12 goes Back2ITSM

This year’s Service Desk and IT Support Show (SDITS) features a huge education programme, with visitors given free insight from the top ITSM practitioners and experts. Yet this year, the event will allow the visitors to decide the topics for two of the mostly hotly anticipated round table debates. Welcome to Back2ITSM. One of the [...]

Hornbill to end the SaaS debate with latest release?

Hosted, on-premise or SaaS; it is a decision that procurement professionals know will have long-term implications when deciding to replace their service desk, yet Hornbill has posed a different question – why choose at all?With the launch of Myservicedesk.com, Hornbill says Supportworks service management software customers can now use whatever delivery mechanism suits them, with [...]

Blockbuster ITSM announcements are like future-defining buses

Two very significant software companies have announced their ITSM software plans, and James West says this could be a watershed moment which defines an industry on the brink of changing forever. Everyone I have spoken to has said the same; January 2012 has been notable for a lack of activity, giving the impression that people [...]

Salesforce.com promises IT support, without an IT department

Businesses can now build an effective, multi-channel, mobile support operation, including social networking, over a single weekend without any IT staff. That’s the bold pledge of Salesforce.com, which has promised to transform how IT support technology is delivered and priced in a same way it redefined CRM software in the late nineties. With licences starting [...]

Mid-market becomes key battleground as BMC acquires Numara

The growing strategic value of the mid-market ITSM software market has been underlined after enterprise software giant BMC declared its intention to acquire Numara Software. In its announcement of the buyout, BMC has clearly advertised its intention to target small to medium-sized businesses, suggesting a dramatic strategic shift for a business which has traditionally seen most [...]