ICCM Blog » Microsoft http://blog.iccm.co.uk Just another WordPress weblog Mon, 04 Jul 2011 14:21:35 +0000 http://wordpress.org/?v=2.8.4 en hourly 1 IT Service Management: Measuring Return On Investment http://blog.iccm.co.uk/2011/05/10/it-service-management-measuring-return-on-investment/ http://blog.iccm.co.uk/2011/05/10/it-service-management-measuring-return-on-investment/#comments Tue, 10 May 2011 14:53:59 +0000 kate.springer http://blog.iccm.co.uk/?p=382 Measuring ROI Needs to Come Out of the Silo:
The identification of ROI programs within ITSM projects is proving difficult for IT Service Management professionals to quantify; according to a new research report published by www.sm-roi.com – the International body representing ITSM peers in the pursuit of identifying and promoting ROI best practice in ITSM.

“An IT Service Management ROI Findings Summary – Research Paper”

Findings:
SM-ROI.com has identified four major obstacles as to why IT professionals are failing to accurately represent ROI in ITSM projects. Access to the report and its findings can be downloaded here:

“An IT Service Management ROI Findings Summary – Research Paper”

  • IT people do not understand how to present financial information to the business
  • IT people ‘expect’ others to read & interpret what they represent – rather than present it in a consumable format
  • IT fail to ask for help outside of their immediate sphere of responsibility
  • IT people typically justify recommendations versus substantiate business objectives

Consolidation of International Primary Research
This paper is the consolidation of international primary research with in-depth surveys completed by over one hundred ITSM professionals giving insight into why the industry is failing their businesses by not identifying and implementing ROI Strategies.

Practitioner ROI Experiences
ITSM peers wishing to have full access to the supporting practitioner ROI experiences can do so by becoming a member of www.sm-roi.com

About SM-ROI.com
SM-ROI’s intention is to create visibility of the benefits of implementing a Progressive Service Management strategy for ROI purposes. Its aim is to help peers achieve ROI savings.

SM-ROI is a free portal and resource contributed to by its members; vendor neutral and is the leading international authority in the area of ROI for Service Management.

Join today by visiting www.sm-roi.com or download the strategy report.

]]> http://blog.iccm.co.uk/2011/05/10/it-service-management-measuring-return-on-investment/feed/ 2 Microsoft Office, Outlook, and Sharepoint Integrations with e-Service Desk http://blog.iccm.co.uk/2009/09/11/microsoft-office-outlook-and-sharepoint-integrations-with-e-service-desk/ http://blog.iccm.co.uk/2009/09/11/microsoft-office-outlook-and-sharepoint-integrations-with-e-service-desk/#comments Fri, 11 Sep 2009 14:51:32 +0000 CyberJMC66 http://blog.iccm.co.uk/?p=5 The following web demonstration of Microsoft Sharepoint, Office and Outlook was created by one of ICCM’s key partners in North America; Whitlock IS (www.whitlockis.com)

This short video clip shows how ICCM e-Service Desk is leveraged through Microsoft Sharepoint, as well as the integration available to Microsoft Office through smart-text binding and the MS office ribbon bar capability.  Yes, you could completely operate e-Service Desk through Sharepoint, thanks to its use of webparts technology for it’s interface.  Other integrations;

  • Tasks resulting from process orchestration can be revealed through Microsoft Outlook.
  • Planned Service Outage calendars can be shared through Outlook.
  • Microsoft Word and Excel documents can be linked to folders within e-Service Desk (folders are Incidents, Changes, Problems, etc).

Microsoft Integration Demonstration

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