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AXELOS introduces ITIL Practitioner qualification

AXELOS has announced a new ITIL Practitioner qualification, described as “the most significant evolution in the ITIL best practice framework” since the organisation became its owner. ITIL Practitioner is being developed to help organisations and individuals increase the value they obtain from using ITIL, says AXELOS, by offering additional practical guidance to adopt and adapt the framework to support the business. It will be the next step after ITIL Foundation for professionals who have already learned the basics of ITSM and the business value of well-designed and delivered services.


Addressing the demand from ITSM practitioners and organisations of all sizes worldwide, the first ITIL Practitioner exam will be available globally by the end of 2015 and will equip ITSM professionals with added practical guidance to help them leverage ITIL in line with their organisations’ business goals.

ITIL Practitioner will focus on:

  • Giving practical guidance on how individuals can leverage Continual Service Improvement (CSI) to maximise the benefits of its adoption and adaption 
  • Aiming to improve the capability of individuals throughout the business, to adopt and adapt ITIL in their day to day roles for maximum business benefits
  • Making use of further evolved technological capabilities – such as automation, real-time reporting and Cloud computing – to increase the quality of service design and the efficiency of service delivery
  • Leveraging other philosophies, frameworks, good practices and methodologies – including Lean, DevOps, Agile and SIAM – to further enhance the value of ITSM.

Kaimar Karu, Head of ITSM at AXELOS, explained: “ITIL is the overarching framework that brings together all the good practice in ITSM, globally. Traditionally, ITIL has focused on the ‘what’ and the ‘why’, leaving it to the practitioners to apply the guidance in their specific organisational context and find the best ways for the ‘how’ of adopt and adapt. As good practices appear, evolve and grow, the need for more practical guidance on the ‘how’ has increased significantly. 

“The numerous case studies demonstrating how ITIL’s guidance has helped organisations to succeed, our own experiences and that of practitioners worldwide have highlighted several key challenges for a successful improvement journey. ITIL Practitioner is being developed collaboratively with seasoned professionals worldwide to address these challenges.”


Cherwell mApp Solutions win Pink Elephant’s IT Excellence Award for Innovation of the Year


Cherwell Software has been awarded Pink Elephant’s Innovation of the Year Award for mApp solutions and the Cherwell mApp Exchange. As one of three finalists for the award, Cherwell was recognised for easily and powerfully enabling customers to extend the value of their Cherwell Service Management (CSM) installation.

A Cherwell mergeable application – or mApp solution – is an application that is part of the Cherwell Service Management platform, enabling customers and partners to quickly and easily merge specific new functionality or capabilities, says the vendor. While the concept of application integration is not new, the concept of actually fusing together or merging together two different applications with a few simple steps is fundamentally new, and patent-pending, technology. The reason Cherwell is able to revolutionise this process is because its software platform operates at the data level and leverages a codeless environment. mApp capabilities thus enable merging applications without breaking existing configurations or breaking future upgrades, a common pain point for IT teams that integrate or customise solutions.



FireScope announces acquisition of Pangea Systems

FireScope Inc., the leader in aligning customers’ technology performance to their business and customer experiences, has announced its acquisition of Pangea Systems, a leader in ITSM consultancy and process innovation.

“This acquisition was a logical next step to the highly successful partnership that has already existed between FireScope and Pangea Systems over the past year,” said Leanne Porter, newly appointed CEO of FireScope, Inc. “Both teams have already been working tightly to deliver considerable value to our joint customers, so the transition to a single organisation will be seamless for our customers. This also lets us focus our combined talents to find new ways of helping IT measure and communicate the value it generates for the business.”

With the integration of the Pangea Systems team, FireScope will be offering an enriched menu of services, support and account management capabilities that will enable current and future customers to maximise the return on their FireScope investments. Additionally, says the company, FireScope’s partner network will be able to leverage highly experienced ITSM experts and process innovators to enhance their own FireScope solution offerings.



St Andrews tops global university rankings for IT services


St Andrews University has become the first university in the world to gain a four-star service desk certificate from SDI.

The university IT department went from ‘failing’ to a top service thanks to a new CIO “sorting out the basics” of infrastructure and a big improvement in the relationship with staff and students,” according to IT business relationship manager Pauline Brown. “I suppose it goes back to 2010, when we appointed a CIO [Steve Watt]. He was brought in because IT was seen as failing, not delivering what the staff and students needed. They would do their own IT without telling us, they’d lost confidence in us,” Brown said in an interview with Computerworld UK.

The university asked the Service Desk Institute (SDI) to come and audit its IT team in December 2012. The audit assesses leadership, strategy, people management, processes, resources, satisfaction internally and externally and performance results. The 90-strong IT team supports about 8,000 students and 2,000 staff and has an annual budget of £10 million.

The SDI awarded St Andrews two stars in 2012, three in 2013 and four stars in 2014.


ServiceNow expands in governance, risk and compliance

ServiceNow, the enterprise cloud company, has announced that it is accelerating its investment in enterprise governance, risk and compliance (GRC) solutions. ServiceNow is acquiring Intréis, a team of experts focused on integrating GRC and service management across enterprise environments. ServiceNow has also integrated the Unified Compliance Framework (UCF) database of compliance documents into the latest release of its existing GRC solution. ServiceNow is changing the way organisations manage risk by aligning the compliance process seamlessly with the way they already run their business, says the company. By integrating and automating compliance testing and auditing processes into existing service management processes, companies can improve visibility into their risk profile, better mitigate those risks and drive more effective risk-based decision making. That ultimately will drive higher levels of customer confidence and provide those companies with a competitive advantage. Intréis is a team of GRC experts with a unique approach to implementing GRC-enabled service management solutions across the enterprise. The company has focused its business on building a single system of record with ServiceNow to power their customers’ internal controls framework in order to meet stringent risk management and compliance obligations. They have grown rapidly over the last several years by improving operational effectiveness, reducing costs and demonstrating compliance to regulators and auditors for their customers.


FrontRange and Lumension merge to create HEAT Software


FrontRange and Lumension, leading providers of Hybrid Service Management and Unified Endpoint Management software solutions, have announced that the companies will merge to create HEAT Software.

HEAT Software will be led by industry veteran Jonathan Temple as CEO, and the new company will feature a blended management team with senior executives from both companies. The combined company, which will have more than 350 employees serving its global customer base, will be headquartered in Milpitas, CA in the USA and will maintain operations in Scottsdale, Arizona.

Managing millions of service interactions and endpoints every day for organisations around the world, HEAT Software has the scale and ability to serve enterprises across all geographies and verticals, says the company. The combination of the two companies offers customers the ability to deliver world-class service while maximising operational efficiencies with reduced cost and complexity. Additionally, the platform offers enhanced capabilities in the management of endpoint operations, security and compliance.

Sysop launches e-learning programme for ITSM professionals


IT educator and consultant Sysop is launching IT service management (ITIL®) and project management (PRINCE2®, Agile PM®) e-learning courses for IT professionals from March 2015, the company has announced. The launch is a response to market demand for quality IT-discipline distance learning, especially from larger UK-headquartered, global companies with IT staff worldwide, says Sysop. 

Sysop already provides classroom education internationally through associates in Europe, the Middle East and Far East, and runs one e-learning ITIL foundation course alongside some 26 classroom courses and workshops.

“In our experience e-learning pass rates are broadly comparable to those for classroom courses – at half the price” says Sysop lead consultant and managing director Stuart Sawle. “E-learning courses are proving increasingly popular as they allow students to study at their own pace without spending time out of the office in the classroom.”


Fruition Partners becomes first and only ServiceNow Master Solutions Partner in both Europe and USA


Fruition Partners, a leading provider of technology-enabled solutions for the Service Management sector, has become one of the first UK companies to achieve the ServiceNow® Master Solutions Partner designation. Fruition Partners is now the only ServiceNow partner to earn this top status in both Europe and the US, where it has been a Master Solutions Partner since January 2014.  As a result, Fruition Partners continues to reinforce its global position as one of the leading ServiceNow solution providers.

The ServiceNow Master Solutions Partner status designation recognises Fruition Partners’ investment in training, certification programmes, and achievement of consistently high customer satisfaction ratings in providing high-quality ServiceNow implementations.

The designation also entitles Fruition Partners UK access to additional ServiceNow tools and resources, enabling the company to accelerate service management engagements across a range of functions, from IT to human resources and facilities management.  

“As a business dedicated to delivering ServiceNow solutions, Fruition Partners in Europe and the US has demonstrated strong commitment to our shared customers, coupled with innovative product expertise and the ability to understand and support the most complex organisational environments,” said Tom Moore, vice president of partners and service providers, ServiceNow.



SITS unveils new name for 2015


Diversified Communications UK has revealed new branding for ‘SITS – The Service Desk & IT Support Show’, which is moving forward as ‘SITS15 – The IT Service Management Show’. 

This subtle yet significant change to the show’s name reflects the evolving nature of the vibrant sector that it serves, says the company. As a leading exhibition and conference for ITSM professionals, SITS has enjoyed continued industry prominence and support throughout its 21-year history. From its early beginnings as The Helpdesk User Group (HUG) Exhibition to its latest incarnation, the event has grown and adapted to meet the ever changing needs of IT service teams. Today, as ever, it remains a vital business forum for sharing ideas and innovations within the ITSM community

“It’s an exciting change for the show and a modern reflection of how the IT services industry is developing,” explains event manager Toby Moore. “This year’s event will bring a renewed focus on understanding the true value of front-line service desk staff and the leadership values of ITSM, as this has fast become the greatest asset for successful IT service teams today.”

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