More ITSM Tool Bells And Whistles, And Where The Real Focus Of Vendor Attention Should Be

October 2012 has been a busy month for IT service management (ITSM) tool vendor press releases, such as (in chronological order):

  • BMC announced updates to its ITSM portfolio across BMC Remedy IT Service Management Suite 8.0, BMC FootPrints 11.5, BMC Remedyforce, and BMC Track-It! on October 9.
  • Citrix announced GoToAssist Service Desk on October 17 (post Beetil acquisition).
  • HP announced its new software-as-a-service (SaaS) offering – HP Service Anywhere – on October 22.
  • ServiceNow released Q3 earnings and announced 145 new customers on October 24.
  • CA Technologies announced CA Nimsoft Service Desk 7 at the itSMF USA’s Fusion 12 conference (and no doubt there will be other announcements at Fusion that I haven’t been pre-briefed on).
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Oracle Continues to Make Cloud Progress

Well if you're going to make a dramatic about face from total dismissal of cloud computing, this is a relatively credible way to do it. Following up on its announcement of a serious cloud future at Oracle Open World 2011, the company delivered new cloud services with some credibility at this last week's show. It's a strategy with laser focus on selling to Oracle's own installed base and all guns aimed at Salesforce.com. While the promise from last year was a homegrown cloud strategy, most of this year's execution has been bought. The strategy is essentially to deliver enterprise-class applications and middleware any way you want it - on-premise, hosted and managed or true cloud. A quick look at where they are and how they got here:

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