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		<title>Alex On ITIL : ITIL For Those Who Don't Have The Time</title>
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		<link>http://www.alexonitil.com</link>
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		<pubDate>Thu, 11 Mar 2010 20:00:43 -0800</pubDate>

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			<title>Comment on ITIL and ITSM Tool Vendors On SaaS.</title>
			<link>http://www.alexonitil.com/link/itil-and-itsm-tool-vendors-on-saas#comments-28000000119003</link>
			<dc:creator>Bill Gram-Reefer</dc:creator>
			<description><![CDATA[Please consider adding LiveTime Software to your listing of ITIL SaaS vendors. Here is summary of it March 9, 2010 news (today)

LiveTime extends ITSM SaaS platform to Google App Engine and Amazon EC2 Cloud

LiveTime’s new ITSM SaaS platform extends cloud deployment options as well as distributed storage engines for managed service providers.

http://www.livetime.com/itsm-saas-cloud-platform-for-google-app-engine-and-amazon-ec2-cloud/]]></description>
			<category><![CDATA[General]]></category>
			<guid isPermaLink="true">http://www.alexonitil.com/link/itil-and-itsm-tool-vendors-on-saas#comments-28000000119003</guid>
			<pubDate>Tue, 9 Mar 2010 11:19:23 -0800</pubDate>
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			<title>Comment on Why Gartner&amp;#39;s Magic Quadrant Will Be Irrelevant In A Few Years?</title>
			<link>http://www.alexonitil.com/link/why-gartner-s-magic-quadrant-will-be-irrelevant-in-a-few-years#comments-28000000092001</link>
			<dc:creator>Alex</dc:creator>
			<description><![CDATA[Rhett, 

The Gartner research reports are good. I am saying that the black-box-like-approach to MQ will make it irrelevant. Gartner needs to incorporate or leverage social networks to make it relevant. Maybe they should appeal to Users and their emotions, they can allow users to vote for  titles such as Most popular, Most Loved, Widely deployed.  kinds. When it happens in a transparent and open way, then users feel a part of it. If Gartner continues to do MQ in the same way, it will be irrelevant (IMHO)]]></description>
			<category><![CDATA[General]]></category>
			<guid isPermaLink="true">http://www.alexonitil.com/link/why-gartner-s-magic-quadrant-will-be-irrelevant-in-a-few-years#comments-28000000092001</guid>
			<pubDate>Mon, 7 Dec 2009 23:34:55 -0800</pubDate>
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			<title>Comment on Why Gartner&amp;#39;s Magic Quadrant Will Be Irrelevant In A Few Years?</title>
			<link>http://www.alexonitil.com/link/why-gartner-s-magic-quadrant-will-be-irrelevant-in-a-few-years#comments-28000000091049</link>
			<dc:creator>rglauser</dc:creator>
			<description><![CDATA[Hi Alex,

I really like your AOL analogy and generally agree with the premise of this post. You are right that savvy ITSM buyers are going to new sources for vendor information and recommendations and these sources are often found in the social networks.

Gartner needs to do a better job at being transparent and open. Funny enough, many Gartner analysts and executives agree with this premise. Gartner should take their knowledge of the market, open it up and mix in some peer review (easier said than done).

Two clarifications:
1. When Service-now.com was first listed on the Gartner Magic Quadrant for IT Service Desk, we were not a Gartner client. However, we are now a Gartner client and it can be debated that our position on the MQ is now not as favorable as it was last year. It would take hours of conjecture to try and figure out how and why the dots move, which is why it would be really nice if Gartner were more transparent about their methodologies.

2. Some vendor briefing requests will be honored and some won't. We are a Gartner client and have been turned down for a briefing request with certain analysts. A lot of what Gartner analysts think is important or relevant is based on what Gartner customer end users (not vendors but IT organizations) inquire about. This is good and bad. Good because Gartner responds to market opinion. Bad because the inquiries are exclusively from Gartner end users and are not representative of the entire market.

Disclaimer: The views in this comment are opinion mixed with fact. Does this make me an analyst? Hard to say...

Rhett
Service-now.com
@rglauser]]></description>
			<category><![CDATA[General]]></category>
			<guid isPermaLink="true">http://www.alexonitil.com/link/why-gartner-s-magic-quadrant-will-be-irrelevant-in-a-few-years#comments-28000000091049</guid>
			<pubDate>Mon, 7 Dec 2009 17:43:54 -0800</pubDate>
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		<item>
			<title>Comment on Why Gartner&amp;#39;s Magic Quadrant Will Be Irrelevant In A Few Years?</title>
			<link>http://www.alexonitil.com/link/why-gartner-s-magic-quadrant-will-be-irrelevant-in-a-few-years#comments-28000000091043</link>
			<dc:creator>Gartner’s MQ &laquo; Not Just ITSM</dc:creator>
			<description><![CDATA[[..] Interestingpoint of view on Gartner’s Magic Quadrantby Alex. [..]]]></description>
			<category><![CDATA[General]]></category>
			<guid isPermaLink="true">http://www.alexonitil.com/link/why-gartner-s-magic-quadrant-will-be-irrelevant-in-a-few-years#comments-28000000091043</guid>
			<pubDate>Fri, 4 Dec 2009 10:31:03 -0800</pubDate>
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			<title>Comment on ITIL and ITSM Tool Vendors On SaaS.</title>
			<link>http://www.alexonitil.com/link/itil-and-itsm-tool-vendors-on-saas#comments-28000000084007</link>
			<dc:creator>Andy Smith</dc:creator>
			<description><![CDATA[Hi Alex

Put us down in the kick-ass startup category - with a genuine SaaS solution that zooms in on the Change Management/Deployment Management space. 
 
We're 100% SaaS i.e. One application codebase, one shared database, only one software release in the wild at any point in time, multi-tenanted, no client-side downloads and we support everything our side of the Internet !

Cheers
Andy]]></description>
			<category><![CDATA[General]]></category>
			<guid isPermaLink="true">http://www.alexonitil.com/link/itil-and-itsm-tool-vendors-on-saas#comments-28000000084007</guid>
			<pubDate>Tue, 3 Nov 2009 08:52:18 -0800</pubDate>
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		<item>
			<title>Comment on ITIL and ITSM Tool Vendors On SaaS.</title>
			<link>http://www.alexonitil.com/link/itil-and-itsm-tool-vendors-on-saas#comments-28000000085009</link>
			<dc:creator>Alex</dc:creator>
			<description><![CDATA[I was unable to find anything useful in the link

www.bmc-bsm-now.com

It seemed to a reseller/ partner who is trying to host BMC Remedy and trying to call it SaaS. It does not have a signup link where users can see in real time what the solutions is. 

I was not able to find a trial login or anything. 

Alex]]></description>
			<category><![CDATA[General]]></category>
			<guid isPermaLink="true">http://www.alexonitil.com/link/itil-and-itsm-tool-vendors-on-saas#comments-28000000085009</guid>
			<pubDate>Fri, 30 Oct 2009 03:38:57 -0700</pubDate>
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		<item>
			<title>Comment on ITIL and ITSM Tool Vendors On SaaS.</title>
			<link>http://www.alexonitil.com/link/itil-and-itsm-tool-vendors-on-saas#comments-28000000085007</link>
			<dc:creator>BMC Remedy SaaS</dc:creator>
			<description><![CDATA[Check out www.bmc-bsm-now.com 

BMC Remedy ITSM 7 offered as SaaS. It supports multitenancy and the upgrades are included in subscription.

So you get best of both worlds - World class proven ITSM product from BMC and it is available on subscription basis cost effectively.
]]></description>
			<category><![CDATA[General]]></category>
			<guid isPermaLink="true">http://www.alexonitil.com/link/itil-and-itsm-tool-vendors-on-saas#comments-28000000085007</guid>
			<pubDate>Fri, 30 Oct 2009 03:13:47 -0700</pubDate>
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		<item>
			<title>Comment on Met With An Accident And Blog Gathered Dust</title>
			<link>http://www.alexonitil.com/link/met-with-an-accident-and-blog-gathered-dust#comments-28000000082001</link>
			<dc:creator>jonathanpaul</dc:creator>
			<description><![CDATA[When an accident occurs it can be a difficult and somewhat uncomfortable time for those involved. Making a claim against an insurance company for the damages can, sometimes, exacerbate the situation. But familiarizing one's self on how the claims process is handled can alleviate some of the anxiety. There are many areas in which one should familiarize themselves when dealing with the claims adjuster, repairmen, medical expenses, litigation that may arise from the incident or any or other party involved. There are various aspects of the claim's process that one needs to familiarize himself with in order to understand and lessen the anxiety when a claim occurs. Once the insurance company is notified of a loss against its policy a representative will be assigned to handle the claim.
Visit http://www.claimshelpline.com/ for more information.]]></description>
			<category><![CDATA[General]]></category>
			<guid isPermaLink="true">http://www.alexonitil.com/link/met-with-an-accident-and-blog-gathered-dust#comments-28000000082001</guid>
			<pubDate>Mon, 19 Oct 2009 05:06:37 -0700</pubDate>
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		<item>
			<title>Comment on ITIL and ITSM Tool Vendors On SaaS.</title>
			<link>http://www.alexonitil.com/link/itil-and-itsm-tool-vendors-on-saas#comments-28000000071001</link>
			<dc:creator>tlyons</dc:creator>
			<description><![CDATA[Couldn't agree more about SaaS -- check out http://www.bsm-now.com for SaaS that measures true service quality.]]></description>
			<category><![CDATA[General]]></category>
			<guid isPermaLink="true">http://www.alexonitil.com/link/itil-and-itsm-tool-vendors-on-saas#comments-28000000071001</guid>
			<pubDate>Thu, 10 Sep 2009 04:31:11 -0700</pubDate>
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		<item>
			<title>Comment on ITIL and ITSM Tool Vendors On SaaS.</title>
			<link>http://www.alexonitil.com/link/itil-and-itsm-tool-vendors-on-saas#comments-28000000059057</link>
			<dc:creator>rglauser</dc:creator>
			<description><![CDATA[Alex,

Thanks for the write up. Here are a couple additional pieces of info.

We just wrapped up our FY 09. We now have 280 customers and more than $28 million in recurring revenue.

In regards to asset discovery and dependency mapping for the CMDB. Most IT organizations have asset discovery tool, it is just depends on whether they like it or not. We give the customer a couple of options.

The majority of our customers use a third-party discovery tool and import that data into the Service-now.com CMDB. However, about, 40 of our customers have licensed Service-now.com Discovery for this purpose. 

You make the statement, "I am sure Admins and team need a lot of training to figure this out." I'd say this is all relative. The majority of our customers are former HP and BMC users. Service-now.com is much more simple, intuitive and easy-to-use compared to those tools.

The trick is building out custom IT processes in the tool. On average, our professional services team spends 10-12 weeks helping new enterprise customers implement Service-now.com.

While we do have ITIL-based process templates available, most of our customers have unique process requirements. Process isn't out of the box, a tool shouldn't be either. 

I think this is basically the point you were making in much fewer words.

Best regards,
Rhett (@rglauser)
Service-now.com]]></description>
			<category><![CDATA[General]]></category>
			<guid isPermaLink="true">http://www.alexonitil.com/link/itil-and-itsm-tool-vendors-on-saas#comments-28000000059057</guid>
			<pubDate>Fri, 17 Jul 2009 12:27:21 -0700</pubDate>
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