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ITSM News Round Up for February 2011, Part I

Switching ITSM software providers, new resources for choosing vendors and the next generation of ITIL qualifications in our news roundup this week.
Feb 9, 2011

Elizabeth Harrin


Catholic Health chooses SunView ITSM solution

SunView Software, a provider of IT service management software headquartered in Tampa, Florida announced recently that Catholic Health, a large non-profit health system located in Buffalo, NY, selected SunView Software's ChangeGear as their new IT service management solution.

Catholic Health started looking at ChangeGear just for the change management aspects, but once they had the chance to evaluate it properly they decided to switch everything to it. Catholic Health, which operates hospitals, primary care centers, diagnostic imaging centers, and community ministries across the Western New York area, were previously using Remedy, from BMC Software.

"With ChangeGear's competitive pricing, making the switch to ChangeGear was more cost effective than adding the BMC Remedy change management module," said Jeffery Miller, director of IT Controls. "We also selected ChangeGear because of the ease of use and the ability to modify forms and workflows to meet our needs."



IRS and APMG write ITIL case study for OGC

Too many acronyms? It's an occupational hazard in the IT world. The APM Group, the global examination institute, has developed a case study with the U.S. Internal Revenue Service. Using ITIL at the IRS: A Business Journey explains how the adoption of ITIL has helped the IRS transform itself from a cost center to a service center, delivering value added IT services focused on cost, quality and compliance in federal government initiatives.

The IRS developed a role-based ITSM education and management program in conjunction with itSM Solutions and ProTech Training, two companies that helped the IRS roll out their education campaign. Much of the training was delivered online, which helped the IRS save thousands on the cost of delivering classroom courses.



Another award for Service-now.com

Service-now.com, which provides software as a service tools for IT service management, has been recognized in the SearchDataCenter.com awards for a second consecutive year. This time round, Service-now.com won the 2010 Products of the Year silver award in the systems management software category.

One of the independent judges in the evaluation said, "Once again, customer success and product functionality from Service-now.com show the company's strong innovation and presence in the IT service management market. The fact that the traditional IT software vendors have all taken notice shows how powerful Service-now.com has become.

"In 2010, Service-now.com strengthened its systems management offerings with its configuration management improvements and a new SaaS application for runbook automation. The company continues to look impressive serving as a catalyst for innovation in what was once a sleepy area of systems management."

SearchDataCentre.com is part of the TechTarget network and publishes integrated IT media to help IT professionals evaluate and purchase key elements of corporate data centers.



New research from Forrester

Looking for a new ITSM tool? If you've been inspired by the benefits the IRS saw as a result of implementing ITIL (see above), you might find this new Forrester report helpful in taking your next steps. Using ITIL at the IRS: A Business Journey Eliminate Magic When Selecting The Right IT Service Management (ITSM) Support Tool is a three-piece research document authored by Forrester's Evelyn Hubbert, which aims to take some of the guess work out of the ITSM vendor selection process.



Want to be a Master?

According to APMG-International, in November 2010, over 22,000 candidates sat for their ITIL v3 Foundation examination, up from 14,790 in August. The number of candidates putting themselves forward for the intermediate exams increased as well, with 3,430 people taking one of the intermediate qualifications in November, an increase from 2,310 in August 2010.

If you already have these qualifications, then the new ITIL Master qualification could be for you. The qualification is now in the beta pilot phase, which will run until July. It's the last chance for the examining body to iron out the kinks before the public launch later this year. If you are taking part in the pilot, please let us know how you get on.

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.

ITIL/ITSM, ITIL certification, ITIL courses

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