I teach the ITIL V3 Foundations Course at least monthly, and without fail a student will ask me a question like “So… How exactly do I set up the incident management process in my help desk system?” at which point I have a discussion with the class about the difference between process and workflow.
This is part 1 of a three part series discussing how to “Bridge the Gap” between Service Desks, IT Processes, and Workflow.  In Part 1, I will describe the role IT …

So finally one of the Big 4 – BMC Software has taken their service desk offering to the cloud. BMC Software announced this strategic alliance at Dreamforce 2009, Salesforce.com’s premier cloud-computing event. This new alliance will help BMC put its IT management solutions on the Force.com platform.
Not Remedy
BMC is planning to put the Service Desk Express application on Force.com and will deliver cloud-enabled service desk, self-service and inventory management capabilities.
BMC mentioned that it is currently scheduled to be available in the second quarter of calendar year 2010. This is interesting …