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ServiceNow Tips: XML Document Migration for Service Catalog Items, Knowledge Management Articles

ServiceNow Tips: XML Document Migration for Service Catalog Items, Knowledge Management Articles | Service Management Optimization | Scoop.it
Handy parse code for ServiceNow: this code can be run in a stand-alone fashion (from a UI Action) or as part of an Import process.
Norval Oswald's insight:

Not having access to the structure of an XML formatted document can be a pain specially if you need to migrate it - Here is a nice bit of code for ServiceNow admins to help them - from Jeff Duryea at Evergreen Systems

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IT Governance launches new IT Service Management Health Check and ... - EIN News (press release)

“IT Governance launches new IT Service Management Health Check and ISO20000 FastTrack™ consultancy service. Press release distribution provided by EIN News”
Norval Oswald's insight:
The IT Service Management Health Check is a two-day on-site consultancy and assessment service that evaluates the effectiveness of an organisation’s IT service management plans, arrangements, programme and policies in line with the international ISO/IEC 20000.
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Notes from the IT service management highway code - Information Age

Notes from the IT service management highway code - Information Age | Service Management Optimization | Scoop.it
“Before embarking on a new IT service management (ITSM) project, seek to benefit from the successes of, and avoid the pitfalls experienced by, those who have gone down the road before you”
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ITSM process and/or technology projects are really people project. This is a nice article to ensure you gain the benefits from previous projects
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Step 4: Effectively Managing change

Step 4: Effectively Managing change | Service Management Optimization | Scoop.it
“Step 4 to change how you think about service management: Effectively Managing Change with @Chris_Pope_NOW http://t.co/aZB8n2dSCt”;
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Also a big fan of discovery tools that are configured right ...
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IT Service Management Software ServiceNow Acquires Israel's Neebula for $100M - NoCamels - Israeli Innovation News

“The Times of Israel IT Service Management Software ServiceNow Acquires Israel's Neebula for $100M NoCamels - Israeli Innovation News IT Service Management Software ServiceNow Acquires Israel's Neebula for $100M.”
Norval Oswald's insight:
Good news - hopefully we will see their technology in the next release
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ITIL Service Portfolio Management – Services, where do they come from?

ITIL Service Portfolio Management – Services, where do they come from? | Service Management Optimization | Scoop.it
“Understand sources of services, roles of Service Portfolio Management and Change Management, role of the processes in service lifecycle (From the Archives: ITIL Service Portfolio Management – Services, where do they come from?”
Norval Oswald's insight:
Nice article on Service Portfolio Management
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The Case for a Discovery Tool for IT Service Management - Cloud Sherpas

The Case for a Discovery Tool for IT Service Management - Cloud Sherpas | Service Management Optimization | Scoop.it
“Download this white paper to learn how the Discovery application helps IT overcome common asset tracking issues&key capabilities that should be included.”
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Download this white paper to learn what the Discovery application does, how it helps IT overcome common asset tracking issues and key capabilities that should be included for maximum results.
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Amazon.com: Foundations of IT Service Management with ITIL 2011 eBook: Brady Orand, Julie Villarreal: Kindle Store

“Foundations of IT Service Management with ITIL 2011 - Kindle edition by Brady Orand, Julie Villarreal. Download it once and read it on your Kindle device, PC, phones or tablets.”
Norval Oswald's insight:
This book, "Foundations of IT Service Management with ITIL® 2011", provides the reader with foundations-level knowledge of the concepts of the IT Infrastructure Library® for both ITIL® v3 and ITIL® 2011
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Putting the Service Back into Service Management (Know Your Customer)

Putting the Service Back into Service Management (Know Your Customer) | Service Management Optimization | Scoop.it
“[Blog] This first of a three-part series covers "putting the service back in IT service management." This entry encourages you to KNOW YOUR CUSTOMER! (Putting SERVICE back in your service desk.”
Norval Oswald's insight:
Are you trying to sell ice cubes in Alaska? Learn about you customers needs and attempt to satisfy them
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IT Governance publishes the first book to cover ITIL® and COBIT® ITSM - EIN News (press release)

“IT Governance publishes the first book to cover ITIL® and COBIT® ITSM EIN News (press release) IT Governance publishes the first book to cover ITIL® and COBIT® ITSM.”
Norval Oswald's insight:
Interesting - will have to check that out ...
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Could SaaS ease your Service Management woes?: #TechViews

Could SaaS ease your Service Management woes?: #TechViews | Service Management Optimization | Scoop.it
“#TechViews Twitter Chat on “Could SaaS Ease Your Service Management Woes?”: 1 PM ET – Tuesday, June 24, 2014, hosted by @TrendsinTech. IT leaders have… (IT pros: Want better service mgmt.? You might need #SaaS.”
Norval Oswald's insight:
SaaS promises to ease the complexity of coding for IT service management professionals and enable them to focus more on customizing services for end users.
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Fruition Partners Releases Healthcare Management Suite With Launch of First ... - EIN News (press release)

Fruition Partners Releases Healthcare Management Suite With Launch of First ... - EIN News (press release) | Service Management Optimization | Scoop.it
“Fruition Partners Releases Healthcare Management Suite With Launch of First ...”
Norval Oswald's insight:
With the launch of the App Factory, Fruition Partners is driving how new ideas are brought to market on the ServiceNow platform...
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IT Peer Network: IT Service Management is about Delivering Services, not Products

IT Peer Network: IT Service Management is about Delivering Services, not Products | Service Management Optimization | Scoop.it
“One of the challenging transitions teams need to make when they adopt ITIL Service Management is thinking in terms of Services rather than Products. Products are the means by which services are delivered.”
Norval Oswald's insight:
One of the benefits of a service-based organization is the potential for innovation. If the services can be distilled so that the true services are defined, the service owner can then contemplate alternative and possibly inventive solutions for delivering the service.
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Identity and Access Management for every user in every organization using any service on any device - Active Directory Blog - Site Home - TechNet Blogs

Identity and Access Management for every user in every organization using any service on any device - Active Directory Blog - Site Home - TechNet Blogs | Service Management Optimization | Scoop.it
“Microsoft employee blog on Windows Server Directory Services, which includes Active Directory, Security, Authentication, PKI, file replication, and user logon. (RT @Adman_NZ: Azure AD Premium GA!”
Norval Oswald's insight:
this will help to solve some identity and access management issues across enterprises
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A practical guide to rapid IT Service Management as a foundation for...

“A new wave of ITSM technologies and methods allow for a more rapid ITSM adoption -- and that means better rapid support of agile business processes.”
Norval Oswald's insight:
Good article discussing the new wave of ITSM technologies and methods allow for a more rapid ITSM adoption -- and that means better rapid support of agile business processes.
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Accenture launches Cloud Platform for service management - Computer Business Review

Accenture launches Cloud Platform for service management - Computer Business Review | Service Management Optimization | Scoop.it
Billing analytics, control framework and orchestration across private and public clouds
Norval Oswald's insight:

The platform simplifies oversight by providing central monitoring of service usage and delivery across multiple services and private and public clouds

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Is ITSM SaaS overrated?

Is ITSM SaaS overrated? | Service Management Optimization | Scoop.it
“Is ITSM SaaS overrated?The IT Skeptic – pseudonym of IT consultant and commentator Rob England – asks if SaaS-based IT Service Management is overrated. CA Technologies Rob Stroud gives his rebuttal. Part one of a two-part series.”
Norval Oswald's insight:
Rob England and Rob Stroud continue their debate over whether ITSM SaaS is overrated.
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Enterprise Service Management – Architecting a ser... - HP ...

Enterprise Service Management – Architecting a ser... - HP ... | Service Management Optimization | Scoop.it
“In my last blog I touched upon the five stages for building a robust Enterprise Service Management platform (ESM) - foundation, standardization, ...”
Norval Oswald's insight:
Nice article about ESM blue print
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Seven Steps to an Effective IT Service Management Strategy - eWeek

Seven Steps to an Effective IT Service Management Strategy - eWeek | Service Management Optimization | Scoop.it
“eWeek Seven Steps to an Effective IT Service Management Strategy eWeek A successful IT service management (ITSM) strategy is a lot like a game of connect the dots.”
Norval Oswald's insight:
Successful companies will be able to have all their ITSM tools integrated and communicate with/into a single database ... To enable IT to be agile and reactive to business needs
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Help Desk, Service Management (ITSM) Software - CA Technologies

Help Desk, Service Management (ITSM) Software - CA Technologies | Service Management Optimization | Scoop.it
“CA Cloud Service Management, CA's free help desk, SaaS ITSM software solution. Click now to download, deploy, and set your service desk on fire! (Configure, don't code. Could cloud service management really be this easy?”
Norval Oswald's insight:
CA getting into the Saas ITSM /cloud based service / help desk area too - you can try it for free
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Customer Service #FAIL - 53% of People Say Communication Biggest Issue|Tolero Solutions

Customer Service #FAIL - 53% of People Say Communication Biggest Issue|Tolero Solutions | Service Management Optimization | Scoop.it
“The reason for bad customer service can vary. 53% of people said unclear communication. For success - that’s not a number to ignore. How do you fix it? (Customer Service #FAIL - 53% of People Say Communication Biggest Issue!”
Norval Oswald's insight:
Not sure if the stats used are correct but his three customer service points are good...
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Leading ServiceNow partner acquires European presence - ZDNet

Leading ServiceNow partner acquires European presence - ZDNet | Service Management Optimization | Scoop.it
“Leading ServiceNow partner acquires European presence ZDNet Together, the two solution providers employ approximately 300 service experts who have skills in the ServiceNow approach to IT service management (ITSM).”
Norval Oswald's insight:
Chicago-based Fruition Partners has acquired Partners in IT in the United Kingdom.
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ITSM Review Crowns Cherwell Service Management® Software “Best for On ... - Virtual-Strategy Magazine (press release)

ITSM Review Crowns Cherwell Service Management® Software “Best for On ... - Virtual-Strategy Magazine (press release) | Service Management Optimization | Scoop.it
“ITSM Review Crowns Cherwell Service Management® Software “Best for On ...”
Norval Oswald's insight:
Interesting - this is a core subset of the ITSM services needed to be viewed as the most successful IT
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KPMG Announces Opening of Global ServiceNow Enterprise Service ... - GlobeNewswire (press release)

“KPMG Announces Opening of Global ServiceNow Enterprise Service ...”
Norval Oswald's insight:
Through the center, KPMG's clients across the globe will be able to directly tap into KPMG's deep ServiceNow specialization and business service transformation expertise and work side-by-side to turn insights and innovative ideas into high-value business solutions leveraging the ServiceNow platform.
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Definition: ITSM (IT Service Management)

Definition: ITSM (IT Service Management) | Service Management Optimization | Scoop.it
“IT Service Management (ITSM) is a process-based practice intended to align the delivery of informa... (Definition: ITSM (IT Service...”
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May have a useful graphic ...
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Confused by request management vs. incident management? Don’t be!

Confused by request management vs. incident management? Don’t be! | Service Management Optimization | Scoop.it
“Guest post by Pete Budic, HP R&D Functional Architect In planning your IT Service Management (ITSM) solution, it is important to understand the differences between Service Request Management and Incident Management, as well as the types of...”
Norval Oswald's insight:
Good article describing the difference - probably should do one for incident management and problem management too Service Request Management encompasses the consumer facing processes that make up the expected, day to day activities involved in providing a service to an individual or group. The goal of Service Request Management is to ensure that the user can consume the service to their satisfaction. Incident Management encompasses the processes used by the service provider to track and resolve any issue that impacts the ability of a user to consume the service. The goal of Incident Management is to restore normal operation of a service as quickly as possible.
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