If there weren’t already enough reasons to embrace ITIL (the Information Technology Infrastructure Library), here’s one more to add to the list: Over the past few years, I’ve heard about all kinds of benefits MSPs gain by aligning their service desk operations with ITIL. That includes improved operational efficiency, optimized service levels that fuel better market traction, and the list does go on.
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Another Reason Your Service Desk Needs ITIL: Vendor Certification
Posted July 28th, 2011 by Nimsoft Guest Blog
MKAdvantage Embraces GroundWork for Managed Services
Posted June 15th, 2011 by Nicholas Mukhar
MKAdvantage, a solutions provider in Chicago, has embraced GroudWork Inc.‘s software platform for network and application monitoring. Specifically, MKAdvantage is customizing and extending GroundWork Monitor Enterprise software for specific vertical markets. The MKAdvantage-GroundWork relationship shows where open source may ultimately fit in the managed services market.
LiveTime Integrates Help Desk With Google Docs
Posted May 31st, 2011 by Nicholas Mukhar
LiveTime Software is connecting the dots between help desk software, SaaS and Google Docs. Indeed, the company has introduced a single sign-on capability. The result: Customers can now integrate directly with Google Docs and maintain a single workflow from within LiveTime Service Manager or Novell Service Desk, LiveTime claims.
ConnectWise Talks Up Browser, ITIL Support
Posted August 23rd, 2010 by Joe Panettieri
Maybe it’s time for me to eat some crow (again). About a week ago, readers on the MSPmentor LinkedIn group asked me if the ITIL (Information Technology Infrastructure Library) standard had gone mainstream in the managed services market. I downplayed ITIL a bit in my remarks. Fast forward a few days, and ConnectWise is describing several enhancements to its PSA (professional services automation) platform — including beta cross-platform browser support and better ITIL support. Here are the updates.
Would You Dial An Open Source Help Desk?
Posted August 4th, 2010 by Joe Panettieri
From time to time, MSPmentor explores open source trends in the managed services market. There are anecdotal examples of MSPs leveraging open source. But for the most part, I think MSPs serving small business leverage traditional, Microsoft- and Windows-centric tools. Still, OTRS (Open Technology Real Services) caught my attention this week with a 3.0 help desk beta release. As you may have guessed, OTRS focuses on open source solutions. Is the OTRS help desk ready for prime time? Here’s a reality check.
ITIL: Part of Your 2009 Managed Services Strategy?
Posted October 8th, 2008 by The VAR Guy
When we launched MSPmentor (in beta form) in 2007, some managed service providers were talking about ITIL (Information Technology Infrastructure Library), a collection of best practices for IT activities and processes. Now as we all march toward 2009, the ITIL buzz is growing across the managed services market. Here’s why.
Digital Fuel Promotes ITIL Service Management
Posted May 6th, 2008 by Joe Panettieri
Finally, the phone call happened. For several weeks, I’ve been playing phone tag with Digital Fuel President and CEO Yisrael Dancziger. We finally connected a few days ago, and Dancziger took the time to walk me through Digital Fuel’s business strategy and latest platform release.
ITIL: Little Acronym, Big Opportunity
Posted October 1st, 2007 by Joe Panettieri
Over the past few days, visitors to this site have been searching the term “ITIL” quite frequently. So I figured it was time to share some basic info about Information Technology Infrastructure Library (ITIL), and its importance to the managed services movement.
