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ITSMF Industry News


Industry News


AXELOS sets out its cyber resilience strategy

AXELOS Global Best Practice has unveiled the Cyber Resilience Best Practice portfolio – RESILIA – aimed at “putting employees at the centre of an organisation’s cyber resilience strategy”. RESILIA is a portfolio of publications, training and awareness tools designed to help any organisation define what good cyber resilience looks like and embed best practice into existing management systems. 

When a cyber-attack strikes, says AXELOS, it threatens the fundamentals of a good business – reputation, customer confidence and operational continuity. Knowing how to respond and recover effectively requires clarity and confidence through the cyber resilience of all of your people. That is because businesses don’t detect and protect from a cyber-attack – people do. Equipping people to react and act on cyber is critical for keeping the value of your business, within your business. RESILIA ensures this by keeping your reputation intact, customers close and operations up and running.


BMC announces “most important release”, Remedy 9

BMC has unveiled version 9 of its Remedy ITSM platform.


“BMC has made several enhancements that stand to improve the look and feel of Remedy, but under all the advanced UI design is an optimised platform that enables the workforce to increase productivity and helps IT manage increasingly complex systems,” said Robert Young, research manager at IDC. “BMC has focused on blending ITSM principles with a modern digital service design to help businesses and organisations achieve new heights of success in the digital age.”


“This is the most important release of Remedy in BMC’s history. We are leveraging decades of ITSM expertise to bring thousands of customers a completely revised, modern IT experience in Remedy 9,” said Robin Purohit, president of the Service Support business at BMC. “Purpose-built for a new era of IT workers, Remedy 9 offers an intuitive and engaging experience to redefine how IT work gets done and to move companies towards a digital service management model.”


Kaseya adds security and mobility functions to its software platform

Kaseya, a leading provider of cloud-based IT management software, has announced the general availability of Release 9.1, the latest release of its product portfolio. In addition to delivering new, powerful identity and access management (IAM), mobility, and cloud application management capabilities, this latest release includes continued investment in Kaseya’s core Virtual System Administrator (VSA) product.


Over the past two years, Kaseya has successfully implemented and maintained a regular and aggressive cadence of product releases, says the vendor, enabling its large global customer base of managed service providers and mid-sized enterprises to get access to software updates and new features quickly. This latest release is another example of Kaseya’s commitment to its product release timetable.


New to this release is the integration of Kaseya AuthAnvil Identity and Access Management (IAM) with Kaseya VSA Cloud, delivering secure multi-factor authentication as a part of the VSA Cloud login.


Resilience Best Practices


Cyber Resilience Best Practices provides organisations with a methodology for implementing cyber resilience. Aligned with ITIL, it offers a practical approach to cyber resilience, reflecting the need to detect and recover from incidents and not rely on prevention alone.



Stuart Rance named SITS15 ITSM Contributor of the Year


Leading ITSMF UK member Stuart Rance has been awarded the Contributor of the Year Award at SITS15. Stuart, who won ITSMF UK’s Paul Rappaport Award for Outstanding Contribution to ITSM in 2014, is a distinguished author, trainer and consultant, and a key contributor to both the ITIL guidance and to AXELOS’ RESILIA cybersecurity publications.


SITS15 Event Manager Toby Moore commented: “Having known Stuart for some time now and witnessed his contributions first hand, I was delighted to see such huge amount of admiration and support for his work through his many nominations.”


For details of the ITSMF UK annual industry awards, see page 10.


LANDESK research finds growing demand for technology integration 


LANDESK, a global leader in user-centred IT solutions, has announced the results of research undertaken in partnership with the Service Desk Institute (SDI), which reveals a need for software vendors to approach service desks and guide them through integrating technologies. The data indicates that, whilst nearly half (45%) of service desks are interested in technology integration, 75% do not have the ability to calculate return on investment.


The study also revealed that many service desks may be unable to translate planning for integration into the budget and resources they need to move forward and innovate. Many service desks recognise a number of benefits to integrating technologies, such as providing better customer support (84%), saving time (67%) and increased efficiency (93%). However, there is a disconnect between this recognition and the ability to translate this into the required budget to actually implement – with over 60% of service desks currently not having any funding in place to pursue the benefits of new technology integration in the future.


Andy Baldin, VP International at LANDESK said: “Service desks are recognising the need to evolve in line with users’ increasingly digitally-led lives, but these figures show that many organisations have a real issue securing the budget and resource needed to make this happen.”


ManageEngine survey reveals ITSM migration, adoption activity

ManageEngine, the real-time IT management company, has announced the results of its inaugural IT service management (ITSM) survey of organisations using help desk software to raise operational efficiencies and service levels. Survey highlights include the high number (47 per cent) of first-time IT help desk software implementations as well as the number (20 per cent) of IT help desk software implementations that reach beyond the IT department.


“One of the survey’s more striking findings is just how many organisations are adopting IT help desk software for the first time, especially considering the relative maturity of the help desk market,” said Umashankar Narayanaswamy, director of engineering at ManageEngine.  


The ManageEngine ITSM survey was conducted among organisations that deployed the company’s IT help desk software, ServiceDesk Plus Standard Edition, in the last 12 months. Results of those surveyed include:



Nacka Municipality implements MSM Service Management Software


Nacka Municipality has elected to implement Marval Software’s MSM to simplify and streamline the delivery of support services from the IT department to the rest of the organisation. Its aims are to achieve service improvements by the introduction of ITIL best practice processes to ensure professional, effective and efficient customer support.

Martin Olsson Project Manager at Nacka Municipality, explains why MSM was selected, “We chose MSM based on its competence as an ITIL-certified ITSM tool and its well-integrated knowledge management. As we started implementation we found that MSM’s mature framework for services and processes helped further define and develop our services, which was a welcome surprise.”

By creating an operational ‘Single Point of Contact’ and effective first line service desk team, Nacka Municipality was able to become more proactive in its service management approach to provide an improved service for its customers.  



ITSM Zone launches virtual mentor service with help from ITSM community


Online best practice training site ITSM Zone ( has announced its new Training+ Virtual Mentor service.  The new service, which is free of charge to customers purchasing a course at Foundation level or above, allows delegates to have a one-to-one session with a personal mentor who has years of industry experience and subject specific knowledge. This makes online ITSM training as personal as classroom based learning, with specific, personal advice on offer.


Mentors include noted ITSM industry experts from across the globe including Stuart Rance, Karen Ferris, Suresh GP and ITIL author Randy Steinberg.


Lead tutor Claire Agutter said, “One of the concerns people often have about online training is whether or not they will be able to learn from the experience of others.  Our Training+ Virtual Mentor service gives them access to some of the most experienced people in the industry, who can provide specific advice for real problems they are facing.”


ITSM Zone offers online training and exams in many areas of best practice, including ITIL, PRINCE2, COBIT5, OBASHI and ISO/IEC 20000.  They are an AXELOS strategic partner and one of the chosen courseware providers for the new RESILIA cyber resilience training.


University of Bradford selects ServiceNow for HR


ServiceNow, the enterprise cloud company, has announced that the University of Bradford is using its cloud-based software to transform how HR services are delivered to more than 3,000 employees, improving the department’s efficiency and responsiveness while allowing it to focus on more strategic issues such as recruitment and employee on-boarding.

Bradford’s HR department recognised that it needed to modernise and transform not only to continue building the university’s reputation as an employer, but also to free up senior staff time to focus on more valuable activities. To fulfill its vision, the university turned to ServiceNow HR Service Automation to streamline key processes by:


Providing a HR knowledge portal for employee self-service. 

Creating applications that provide easy access to HR resources. 

Streamlining workflows for a multi-tiered service model. 

Generating a holistic view of HR. 


Data from the first full month revealed that 45 per cent of the 1,976 enquires received were successfully handled through the university’s new self-service portal. In addition, the University has experienced high-levels of employee satisfaction, with 87 per cent of users stating that they have been satisfied or very satisfied with the new system.

SysAid-Bomgar integration improves support efficiency


SysAid Technologies, a global provider of ITSM solutions, has announced the integration of SysAid’s service desk software and the remote support solution from Bomgar, a leader in secure remote support and access management solutions. The integration allows support reps to launch a full Bomgar remote support session directly from a SysAid incident, enabling technicians to provide support to virtually any system anywhere.   


The new SysAid-Bomgar integration can significantly lower IT support costs while expediting resolution and improving customer satisfaction, say the vendors. Thanks to the integration, technicians can provide more cost-effective remote support, launching a secure Bomgar remote support session from a SysAid incident to remotely diagnose and quickly resolve technology problems.   


“Licensed Bomgar and SysAid users can now significantly extend their ITSM capabilities with this integration,” said Oded Moshe, VP Product at SysAid Technologies. “By using Bomgar and SysAid together, help desk professionals can provide more efficient service and improve customer satisfaction.”  



Westminster Kingsway College selects Sunrise to support staff and students


Sunrise Software has announced that Westminster Kingsway College has selected its IT Service Management (ITSM) product to support staff and students using desktops, laptops, tablets and printers on its network. The College is one of the largest further education colleges in central London with over 15,000 students across four main sites plus a number of community outreach centres in Camden and Westminster. The Information Learning Technology department selected Sunrise’s Service Desk management software to enable it to move to a more customer-focused support environment based on ITIL processes. 


Sunrise’s Self-Service facility, which is easy and straight-forward to use, will enable teachers and business support staff to log their own calls, saving time and ensuring they receive a more visible service. The Service Desk intends to use call data on which to base Service Level Agreements, enabling it to monitor and measure improvements in service.


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