ITSM News Round Up for February 2011, Part IISocial networking comes to ITSM software and PinkVerify finds a new leader in our news roundup this week.
EasyVista achieves PinkVERIFY compatibility
Not that long ago we reported that iET solutions had become the first software vendor to achieve PinkVERIFY compatibility for 12 ITIL processes. That was an achievement but EasyVista has gone three better.
ITSM education and consulting provider Pink Elephant runs PinkVERIFY, the independent ITSM tool verification program. It's the most mature and rigorous tool verification program in the world, which objectively assesses a software tool's verification on general, core, and integration suitability requirements for ITIL processes.
David Ratcliffe, president of Pink Elephant commented: "The number of organizations seeking to implement ITIL best practices globally is continuously growing, and customers gain confidence from ITSM solutions that have been validated with our certification. It is a great accolade for EasyVista to achieve certification to the full 15 processes, especially as our assessments are extremely rigorous."
Social networking for service management
IT management software company Service-now.com has announced its Winter 2011 release and with it a social network built for enterprise IT. The idea is that customers can transform their IT operations with new chat and Facebook-style wall applications. Chat with end users and service providers, or monitor the stream of real-time updates posted to people's walls.
Apparently, these features were requested by customers and aim to simplify communication between IT and the rest of the business. Conversations held in the chat room, for example, can be automatically captured and logged with the relevant incident, problem or change record.
Social IT is becoming a pre-requisite in many software products and ITSM platforms are no exception. Users want to choose the most convenient method of getting in touch with IT personnel to register complaints or service requests -- and what is most convenient for them is not necessarily our standard method of logging faults. Social IT features enable end users to get in touch in a way that is easiest for them.
One of Service-now.com's customers, Tom Michel, chief sales officer for Fruition Partners, said, "With social IT included in the Service-now.com Winter 2011 release we've taken collaboration to the next level by promoting conversations into knowledge articles. Rather than using separate tools, we now have a single place for people to ask questions, collaborate and share files without losing the shared knowledge."
Elizabeth Harrin is Computer Weekly's IT Blogger of the Year 2010. She is also director of The Otobos Group The Otobos Group, a business writing consultancy specializing in IT and project management. She's the author of "Social Media for Project Managers " and "Project Management in the Real World". She has a decade of experience in IT and business change functions in healthcare and financial services, and is ITIL v3 Foundation certified.