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ITSM News Round Up for December 2010, Part I

Did you know that C-level support isn't necessary for a successful ITIL implementation? Here's our roundup of new research and ITSM news.
Dec 7, 2010

Elizabeth Harrin


CIO's Don't Need to Support ITIL

A new survey shows that that C-level support is not always essential for ITIL to be implemented successfully. Although 71% of respondents deemed executive support as "very important", most practitioners have implemented ITIL best practices successfully without it. In fact, just 45% of respondents claim to have had any CIO, CEO, CFO, or CTO support. That's a huge amount of people who have managed to implement ITIL under the radar.

The study, ITIL Benefits to the Business, was conducted by IT and business training company Global Knowledge, which has over 1300 employees across the world, and HDI, the global IT service and technical support membership association headquartered in Colorado Springs, USA.

The study also shows that companies aren't implementing ITIL for cost-cutting purposes, although that is one of the benefits. The main benefit from bringing service management under control was better IT service responsiveness. Saving money was only the fourth most realized benefit.

Service Management Award for Devoteam

Software providers giving consultants awards for being able to deploy their software well? Yes, that really happens. BMC Software has awarded Devoteam, a leading European information and communication technologies consulting company, the accolade of being Top Enterprise Service Management Solution Provider for EMEA for 2010.

Devoteam is the largest service and infrastructure management provider in the UK and a global IT service management (ITSM) player that has developed a standardized delivery methodology called SMART methods. This allows it to manage global BMC platform roll-outs for a number of international organizations in the field of service management, monitoring and data center automation solutions.

Chairman of the Devoteam Group ITSM Board, Sylvain Bernolle had this to say: "Cloud Computing is accelerating the demand for ERP-like solutions to provision IT services in a faster and more agile way. BMC software has developed a compelling dynamic business service management proposition to address this need. Jason Andrew, BMC's Worldwide Marketing VP, is convinced that the way to address this unique market opportunity is to rely on ELITE partners such as Devoteam Group who can ensure the coverage on both mature and emerging markets."

Tired of HP Service Desk 4.5? New products from PROLIN

PROLIN, the self-proclaimed ITSM innovator which is headquartered in California, USA, launched PROLIN Smart Suite 10 to replace HP Service Desk 4.5. The new suite of products is essentially PROLIN's Power Server 10 and the latest release of PROLIN Smart Client bundled together. PROLIN says that moving off HP Service Desk 4.5 to their new product can be done with a seamless transition and no disruption. There's also no migration to do, which risk-adverse service managers will like. You can even keep your customizations.

New Zealand Transport Agency gets ITIL

More BMC Software news: New Zealand Transport Agency (NZTA) is adopting BMC ServiceDesk on Force.com to provide a cloud-based, consolidated service desk, self-service and knowledge management capability. The NZTA, which was recently formed following a merger of two government departments (Transit New Zealand and Land Transport New Zealand), has established new roles and responsibilities, which means it needs an ITIL-aligned IT service management capability to support the organization's drive toward ITIL maturity over the next two years.

"As a result of the merger, NZTA looked at hosted service management solutions and selected BMC ServiceDesk on Force.com. This was viewed as the best strategic fit with our new merged operations, which aligns with our required capabilities," said Para Ganesan, CTO at NZTA. "As with implementing any new software solution we faced certain challenges, however BMC's ability to focus on NZTA's key requirements was best in class. BMC's ServiceDesk on Force.com will support our drive towards ITIL maturity, while driving a reduction in overhead costs," Ganesan added.

BMC ServiceDesk on Force.com is the result of an alliance between BMC, which is reporting revenue of approximately $1.96 billion for the four fiscal quarters ending September 2010, by the way, and Salesforce.com.

HCL to Implement ITIL at Purdue Pharma

HCL, a $5.5 billion leading global technology and IT enterprise listed in India, has entered a multi-year end-to-end IT infrastructure management engagement with Connecticut, USA, based pharmaceutical company Purdue Pharma L.P. The deal includes the management of two data centers. HCL will also be responsible for transforming Purdue's IT environment by implementing ITIL processes and its shared Remedy v6 ITSM ticketing platform.

"We were looking for an IT service provider who could ensure successful transition from our staff augmentation model to a proactive IT management services model to ensure a scalable and agile IT environment while improving our internal processes," said Larry Pickett, CIO at Purdue. "In HCL, we found an IT Infrastructure vendor who could support this strategic transformation as well as provide a cost effective solution. As an added benefit, this initiative enables us to free up permanent staff time to work on strategic value-added projects."

HCL has plenty of experience in service management for pharmaceutical companies, as it manages the IT infrastructure for 8 out of the top 15 global pharmaceutical companies and 7 out of the top 15 global medical devices companies, according to Anant Gupta, president, HCL Technologies Infrastructure Services Division. HCL's Infrastructure Services was ranked top in Traditional Infrastructure and Remote Infrastructure Management Outsourcing by Datamonitor-Brown Wilson Group Survey 2009-10.

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.


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