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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