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Jamison Pfeifer

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When ITAM and ITSM Come Together

Posted by Jamison Pfeifer September 17, 2014

For a long time now, one of the biggest frustrations in the world of IT has been the visible disconnect between cost management and service operations—a division that is reflected in the separate processes that comprise those two spheres. On the one hand, for example, there’s IT Asset Management (ITAM) which falls towards the cost management and governance sides of

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Peter Hubbard from Pink Elephant on how to pick an ITSM toolset

Posted by Jamison Pfeifer September 23, 2014

Choosing an IT service management (ITSM) toolset is one of the most important and, undoubtedly, most involved decisions you will make as a service desk, helpdesk or IT manager. You might be in the midst of choosing one right now—or you might be a few years off from looking for a new one. Yet, whatever your situation, the importance of

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Missed the 2014 itSMF Australia Annual Conference? Here’s a recap

Posted by Jamison Pfeifer September 12, 2014

Last month, the 17th annual itSMF Australia Annual Conference (LEADit) took place in Melbourne. Malcolm Fry—an IT industry legend, author of numerous books on ITIL® and service management, and a Cherwell Ambassador—gave one of the keynote addresses. We had the pleasure of speaking with Malcolm about the conference, the IT service management (ITSM) industry in Australia, and how he thinks

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Has your Helpdesk Team taken the Ice Bucket Challenge?

Posted by Jamison Pfeifer September 25, 2014

If you’ve maintained any presence on social media within the last few months, you’re by now well aware of the ALS Ice Bucket Challenge. Mark Zuckerberg’s done it; Bill Gates has done it; and now, the three Cherwell Software™ founders have done it. Though the founders—CEO Vance Brown, CTO Arlen Feldman, and General Counsel Timothy Pfeifer—undertook the challenge after an

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