Hope all you guys are having a great Christmas holiday with family and friends. I know I am – with my family. I also want to say thank you to all our readers and to the One who is the “real reason for the season”.
Merry Christmas, everybody!

ManageEngine announced a managed services edition of their help desk software – ServiceDesk Plus. The new release is a complete web-based integrated package, including incident and service request management, self-service portal, knowledge base, IT asset management, even purchase and contract management. The new software is available in either a Standard Edition, providing the full range of basic help desk management functions, with a knowledge base and self service portal; or Professional Edition, which includes all the features found in the Standard Edition plus complete asset management.
Managed services allow organizations outsource …

Cloud-based IT Service Management pioneer, Service-now.com is holding their annual user conference titled “Knowledge” at San Diego on April 18 – 22, 2010 at the Omni San Diego Hotel. The 4th annual conference of the SaaS player will officially start on April 20, with pre-conference sessions happening on the days before. The agenda has not been fixed yet and the call for papers is on.
Last year’s user conference was attended by 300 people, most of them being customers and partners from the Service-now eco-system.
User conferences are a good thing. It …

Spiceworks, the Austin-based free IT management software vendor, is making strides with the release of a new version of its software. The new version – the 17th release from the company – comes with support for larger networks (upt0 1000 computers). To put this in perspective, the previous version supported networks with fewer than 500 computers. Other key feature additions in this version include real-time SQL Server monitoring, enhanced scan scheduling, editable network maps, help desk queues and SSL support.
For the uninitiated, Spiceworks offers free IT management software that lets …

So now the proverbial “rubber hits the road”.  You’ve purchased a service desk tool, and you want it to support your ITIL process initiative.  So how do you get there?
This is part 3 of a three part series (Part 1, Part 2) discussing how to “Bridge the Gap” between Service Desks, IT Processes, and Workflow.  Part 3 offers some practical advice on how to get from what the ITIL Processes describe, and really getting the benefit through automation tools.
In the two parts that preceded this article, I discussed the value …