Think fast
Thoughts and ideas on how to build tools, automate workflows and speed-up the workplace.
Top 5 Problem Management Software Tools
Problem management is one of the fundamental ITSM processes, aimed at identifying the root causes of recurring issues and incidents. The goal is to increase the resilience, reliability, and cost-effectiveness of our wider IT estate and service portfolio. The challenge is that problem management is highly interrelated with a host of other processes. So, consolidating all of the data we need, let alone making sense of it, can be hugely difficult.
Ronan McQuillan
Mar 28, 2025
5 Ivanti Alternatives & Competitors for 2025
For almost a decade, Ivanti has been one of the key players in the ITSM software market. Offering extensive capabilities for a range of service management, ITAM, endpoint management, security, and other tasks, it’s a great fit for enterprise teams with complex IT environments. However, this is a crowded and increasingly fast-moving space. Indeed, there are multiple vendors offering service management platforms targeted at more granular use cases, target personas, and market segments.
Ronan McQuillan
Mar 26, 2025
Jira Service Management vs Zendesk
Jira and Zendesk are two of the biggest players in the world of support and service management software. Each offers a modern, primarily cloud-based platform for handling a range of service request workflows. Despite having a lot of common functionality, they also occupy very different corners of the market. Today, we’re diving deep into what makes each platform tick, their relative strengths and weaknesses, and which use cases they’re best suited to.
Ronan McQuillan
Mar 25, 2025
Illuminating the Shadows: How to Manage and Mitigate Shadow IT
Shadow IT isn’t a new phenomenon. It’s been in organizations for years, surfacing whenever employees can’t find (or don’t trust) official channels to get the tools they need. And as digital transformation accelerates, those unofficial pathways multiply. According to Qualys’ State of Cloud and SaaS Security Report , 28% of organizations experienced a cloud or SaaS-related breach in the last year, with over a third of those hit multiple times within 12 months.
Jamie Birss
Mar 24, 2025
5 FreshService Alternatives & Competitors for 2025
FreshService is one of the biggest names in the world of enterprise ITSM software. It’s well-regarded for offering a comprehensive, modern, cloud-based solution for handling service management processes. But this is a crowded space. In fact, there are a number of vendors targeting specific corners of the market for service management platforms. Which of these is right for you can depend on a range of factors, including your budget, user volumes, technical requirements, and the complexity of your service portfolio.
Ronan McQuillan
Mar 20, 2025
Top 6 Open-Source IT Ticketing Systems
Ticketing is absolutely fundamental to how IT teams interact with their service users across the organization. But, they come in a variety of forms, with many vastly different platforms on the market. At one end of the spectrum, we have very basic tools that allow users to submit simple requests. At the other, we have highly customizable solutions with more advanced capabilities for integrating with our wider ITSM stack. Today, we’re looking at one cluster of options by checking out the top open-source IT ticketing systems.
Ronan McQuillan
Mar 19, 2025
How to Build a Policy Management System in 5 Steps
Handling compliance tasks requires us to have a clear record of which policies are in place and how they change over time. For this, we need a robust system that enables colleagues to interact with our policy data in a structured way. The trouble is the specific internal workflows involved in this are rarely the same from one organization to the next. Today, we’re exploring one way of addressing this problem, by building a custom policy management system in Â鶹AV.
Ronan McQuillan
Mar 14, 2025
ServiceNow vs BMC Helix: In-Depth Guide
In the world of ITSM, ServiceNow and BMC Helix (formerly Remedy) are undoubtedly two of the most dominant players. With comprehensive service management workflows, automation tools, and AI capabilities, they’re two highly advanced, enterprise-grade ITSM platforms. However, they’re also optimized for slightly different segments of the market. As such, it’s crucial to have a thorough understanding of each platform’s relative strengths and weaknesses in order to make an informed decision about which is right for your specific needs.
Ronan McQuillan
Mar 12, 2025