Service Dynamics Blog

You are probably well aware of the benefits of IT Service Management (ITSM) and Enterprise Service
Management (ESM). They allow processes to be structured more efficiently and requests to be handled quickly and easily, increasing service quality for IT and non-IT processes. Of course, this doesn't mean that you can install an ITSM or ESM solution and just forget about it.

Due to the ongoing changes in both the IT landscape and your organisation, it’s advisable to give your Service Management solution a once-over every now and again. Does it meet the changing needs of the environment? Is there sufficient capacity for growth, or is it already pushed to its limits? And is it in line with today's reality and business objectives?

Covid-19 has put a massive strain on the healthcare industry worldwide and adding to this is a major increase in security breaches across the sector. There has been a 300% rise in healthcare cyber-attacks since the beginning of 2020. Malware and cyber-attacks on medical devices put both hospitals and patients at risk. A more robust approach to IT Service Management is required, ensuring the visibility and security of all Internet of Medical Things (IoMT). 

At Service Dynamics we deliver effective and efficient IT and Enterprise Service Management solutions and are experts in these leading technologies. The recently published Gartner Magic Quadrant for ITSM tools report, named Ivanti a Leader in ITSM – a solution suite we offer to our customers.

Gartner Magic Quadrant for ITSM tools

The Gartner Magic Quadrant for ITSM tools evaluates the global marketing for IT Service Management solutions. The annual report provides an overview of the ITSM industry, evaluates vendor strengths and cautions, and other factors to help you make the right decision in choosing an ITSM tool for your organisation.

According to Gartner, "by 2022, 90% of organizations will invest in an ITSM tool without first factoring in their maturity, and as a result, fail to obtain the ROI." As a solution partner – we act as an extension of your team, providing the service layer you need to successfully implement your ITSM solution. We know that by investing in the right tool and team for your business, you’ll obtain the most value from your investment.

Ivanti Neurons for ITSM

The Ivanti Neurons for ITSM solution was named a leader in this report as it’s the only vendor to provide a native, integrated, agent-based, self-healing tool that automates remediation. A key strength identified in the report outlines Ivanti’s superior AI and automation functions (AITSM) that proactively support its users by taking troubleshooting off your agenda with automatic detection, diagnosing and healing of endpoint issues.

Sharing this from Phil Bowermater at Ivanti-Cherwell...

As organisations experience increasing complexity and expanding perimeters, IT professionals are looking to get a better understanding into their distributed software and hardware assets. IT teams need immediate access to detailed information in context of services and underlying assets they run on to make more intelligent decisions about their IT 

investments. Having asset visibility at their fingertips enables them to maximize cost savings, secure assets, and improve the employee experience. In doing so, they align digital infrastructure with their business needs.

IT asset management, or ITAM, enables greater control over IT landscapes, and optimizes asset lifecycle management. Organizations are able to more quickly and easily manage costs, and improve agility and compliance.

ITAM starts with knowing what you have within your IT estate. As enterprise perimeters expand with multi-clouds, the everywhere workforce, and IoT, managing digital assets and their costs grows more complicated and expensive.

Visibility of digital assets improves help desk services

Without question, ITAM and ITSM are more effective when integrated. If you already use ITSM, but still use spreadsheets to track assets, integrating ITAM will make help desk staff and system admins more effective and improve the employee experience. By better understanding the lifecycle of enterprise-wide assets, and having the information easily consumed within an intuitive dashboard and in context of the service, they can make better service delivery and management decisions.

ITAM enables proactive service management by identifying, classifying and managing assets, no matter their location. Service desk personnel need detailed information about their user’s software and hardware. The information needs to be instantly available, so they can better support their users. With asset information at their fingertips, greater insights will be at their disposal to help resolve issues with efficiency and speed. ITAM helps service desk personnel identify trouble ticket patterns developing within specific software versions and hardware models. They can instantly see the product’s warranty status, so they can effectively guide the user.

Integrating ITAM helps improve IT service management operations and outcomes:

• Service desk personnel need detailed information about hardware and software to understand the root causes behind the issues. ITAM can assist by quickly identifying and helping resolve conflicts related to unauthorized software that causes operational issues.
• When users request new assets, it’s important to understand what they already have. ITAM helps the service desk avoid overprovisioning and overspending. It also prevents incompatibility issues, when new software is known to conflict with certain OS’s or applications.
• Detailed information about the assets helps automate self-service capabilities. This is particularly true for role-based IT profiles. A new application request can be compared to the assets already installed on the user’s device, verified against approved software for their role, and automatically installed.

Cherwell has just finished its customer conference in Europe.

This conference was called Clear 2021 and the audience was Cherwell customers and partners from Europe. 

There was some great content presented at this virtual conference and information and content that we didn't want our New Zealand and Australian customers to miss out on.

Click on the Conference Recordings button below and you'll be taken to the Clear 2021 conference homepage where you can watch / listen to the session recordings. When you click on the content you want, you will be asked to register. Please then register; Once registered, you'll be returned to the conference content. Now that you're registered click on the content you want and re-enter your email address (that you just used to register) and the recorded content should start playing.

There are a few specific sessions I would like to draw to your attention:

• Cherwell’s Product Vision and Roadmap
• Cherwell Version 10.2 Release Overview
• IOps and Dependency - An Overview of Cherwell AIOps and Cherwell Discovery & Dependency Mapping (DDM)
• Make Work Flow with Microsoft
• DevOps and value stream management

Please enjoy this valuable content from last week's conference.

This content will only be available for a couple of weeks so please don't miss out on viewing the recordings of interest to you and your organisation.

Cherwell offers a free Microsoft Teams Integration mApp that enables strong collaboration between Cherwell Service Management (CSM) and Microsoft Teams.

You can use the Microsoft Teams integration to:

• Create a new private team channel.

• Invite other CSM users/customers to the channel.

• Send messages to the team channel from the Incident object.

• Refresh the message list to view the most recent messages.

• Chat history will be recorded in a Journal and Ticket resolution.

Click here to see a 3-min demonstration of the Cherwell - Microsoft Teams Integration mApp in action.

The Cherwell - Microsoft Teams mApp is available for download from https://www.cherwell.com/marketplace/microsoft-teams-integration-mapp/

Service Dynamics’ professional services and training enables customers to get up to speed and realise value quickly and empower better service delivery and business value through sharing best practices and insights.

Service Dynamics is pleased to announce our new partnership with HaloITSM.

This announcement means that Service Dynamics is now a solution integrator and service provider of two great service management platforms and solutions: Cherwell Service Management and now HaloITSM.

The market demarcation is as simple as HaloITSM for small-to-medium sized organisations and Cherwell for medium-to-large enterprise customers.

We have partnered with HaloITSM so we can provide small-to-medium sized organisations and businesses with an intuitive, easy to use ITSM SaaS solution with rich functionality at a very compelling (price / value) proposition. 

HaloITSM aligns very well with the service management needs of NZ SME customers who are looking for an ITSM solution with comprehensive capabilities including Incident, Problem, Change, Configuration, Release, Knowledge Management, CMDB, Reporting & SLA management, process and workflow design, asset management, ITOM integrations and much more. 

Customers know Service Dynamics as Cherwell's principal and certified-elite business partner here in New Zealand, providing CSM solutions since 2013. That will not change and we remain committed to Cherwell and the Cherwell Service Management platform and providing medium-to-large enterprise customers with great Cherwell ITSM and enterprise service management solutions and local expert services.

So please welcome HaloITSM to the Service Dynamics' portfolio of service management solutions!

Click here to find out more about HaloITSM, register for a demo or set-up your very own HaloITSM trial system for free.

Info-Tech’s Data Quadrant and Emotional Footprint Reports provides customers with valuable market and competitive insights and a comprehensive evaluation of popular solutions in the IT Service Management (ITSM) and Enterprise Service Management market.

Get the 2021 Info-Tech Research Group IT Service Management (ITSM) Data Quadrant &
Emotional Footprint Reports for yourself...

Simply click here and you will be taken to our reports download page.

This blog was originally posted on the ViFX blog on 21 September 2016 - click here to view.

Many IT organisations today are outsourcing (either internally or externally) their services to meet their unique business needs, lower the cost of services, or simply drive innovation. Some of them are transitioning from a single vendor outsourcing model to a multi-sourced operating model, which is ultimately leading to an extraordinary increase of complexity in managing multiple suppliers.

This blog was originally posted on the ViFX blog on 26 July 2016 - click here to view.

This blog is inspired directly from this podcast from notable industry luminaries at Cloud Technology Partners and CSC. In synopsis, it talks about how DevOps, as a way of working and engaging with the business is able to support digital strategies and movements towards the cloud.

This blog was originally posted on the ViFX blog on 30 June 2016 - click here to view.

The hot topic around the Service Management water cooler at the moment is the concept of bimodal change and how the adoption of this is essential when embracing a DevOps framework. While the conversation threads are predominantly focused on determining what this approach means and how it benefits the organisation, the talk is relatively quiet on how to implement such a model and how this approach aligns to the standard ITIL change management process.

The blog was originally posted on the ViFX blog on 02 June 2016 - click here to view.

One of the areas that I have been trying to grapple with since starting to understand the DevOps approach is - how does business strategy keep pace in the world of continuous delivery?

This blog was originally posted on the ViFX blog on 06 May 2016 - click here to view.

We all have different capabilities when it comes to learning something new. Some can grasp things very easily and some take time, and repetition to get a hold of a new idea. Most of us however, struggle to pick something up when it turns what we’ve been doing for years on its head.

This blog was orignally posted on the ViFX blog on 13 April 2016 - click here to view.

Hello, my name is James Coope. I am not a perfect human being. I like things for the wrong reasons, buy things based on past fears and occasionally I get caught up by the hype surrounding certain consumer products.

This blog was originally posted on the ViFX blog on 06 April 2016 - click here to view.

In a previous blog I asked the question - Is DevOps the next ITIL? The short answer is no! Read on to understand my reasoning and join in the discussion.

This blog was originally posted on the ViFX blog on 06 April 2016 - click here to view.

The IT Infrastructure Library has come a long way from its humble beginnings in the 90's. DevOps has shot to the top of the hype curve in the last two years, however some questions still remain. Is ITIL still relevant? Is DevOps the update to ITIL that it so surely needs? Does ITIL need to change at all?