Much Ado Over Gamification

Gamification is coming, whether you need it or not. In December 2013, BMC announced a partnership with Bunchball to integrate its game mechanics engine with RemedyForce. I am told other vendors have game mechanics on their roadmaps. Two years and a half years ago I expressed my skepticism about including game mechanics in non-game scenarios. […]

Process Before Tool (right)?

Tonight at the IT Service Management Fusion 12 conference I ran into an old colleague. It was nice to see him again. We worked together at an IT good practice consultancy, and like me he later moved on to a tool vendor. This isn’t unusual. Most work in this industry involves the configuration or customization […]

HP’s $10 billion SKMS

In August 2011 HP announced the acquisition of enterprise search firm, Autonomy, for $10 billion. It is possible HP was just crazy and former CEO, Leo Apotheker, was desperate to juice up HP’s stock price. With Knowledge Management. Within ITSM the potential value is huge. Value can be seen in tailored services and improved usage, […]

BMC and Numara: What it Means

Disclaimer: I contracted at Numara Software as an Implementation Consultant in Professional Services from July 2007 to June 2010. Chris Dancy said it best: this is about as close to J-Lo and Marc Anthony as we get in the IT industry. On January 30, 2012 BMC Software announced the acquisition of Numara Software. My initial […]

Implementing a Service Desk Application, Part 1

In this multi-part series on planning and implementing a Service Desk application, I start with identifying the characteristics of the tools. Tool Characteristics Service Desk applications usually support at a minimum the ITIL® V3 processes of Service Request Fulfillment and Incident Management, Problem Management, and Change Management. They frequently also support Release Management, Service Catalog […]

Numara Software Introduces FootPrints 9

Last week Numara Software announced the new version of FootPrints. Cutting through the marketing hype, the new version of the product consists mostly of minor refinements and enhancements to functionality. For example, customer accounts can now be Change approvers (only Agent accounts could approve Changes in v8), and the Address Book now allows a field […]