A recent blog post on the ITSM Portal by Sasha Gilenson looked ahead to the prospects for change and configuration management in 2011, and predicted the wider use of new delivery technologies like SaaS in the provision of solutions to solve traditionally complex enterprise-grade operations.

Gilenson suggested that the growth in virtualization and transition to the Cloud will mean a greater need for automated configuration control. It follows a major shift last year in the use of virtualization to reduce infrastructure costs and streamline operations, moving it beyond test and development …

At a time when IT is supposed to be getting simpler, less complex and easier to manage, more people are calling service desks for assistance than ever before, according to a study by the HDI, formerly the Help Desk Institute.

What HDI found is that the number of incidents reported to  service desks via chat, e-mail, telephone, self-help systems, social media, the Web and walk-ins is rising, with 67 percent of all service desk operations experiencing increases in 2010. And all this at a time, perhaps conveniently, when some …

Research by the Forrester group into the Total Economic Impact (TEI) benefits of using EasyVista has delivered some impressive return on investment (ROI) results.

Forrester’s analysis revealed a stunning 271 percent ROI over three years with payback within 12 months for one organization that deployed EasyVista on premise within its IT department.

These benefits were mainly generated from avoiding upgrade costs with regard to the legacy ITSM solution, development cost savings, simplified IT administration, headcount reduction within …

Why skin deep, same code, different lipstick ‘solutions’ created by legacy vendors are inadequate for today’s agile and flexible businesses

Today’s enterprise organizations are looking to adopt codeless, fully integrated and customer-driven enterprise ITSM software solutions. Organizations want quick deployment and efficient service desk solutions that are highly configurable and are the real deal.

Yet with costs at a premium, today’s businesses are also being held hostage by their past buying decisions: many face significant challenges when trying to customize traditional legacy solutions to meet their dynamic business process needs.

At …

Janet Brassard from Alexandria in Virginia is the lucky winner of an iPad in the draw we held among respondents to our recent ITSM Solutions TCO survey.

The survey, which was answered by over 340 IT Enterprise executives and ITSM experts found that 49% of respondents agree the #1 long term cost is incurred by daily code tweaking, above maintenance and integration contracts.

It also revealed that:

• 43% don’t know how much unexpected cost coding adds, but 13% estimate it adds at least 50% of the initial …