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Capacity management is (or at least should be) a core strategic process of your IT service management (ITSM) practice – as understanding the capacity of each IT service, and the factors affecting capacity of...
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Here are the 16 questions posed during a recent “Ask the Experts” webinar about cybersecurity challenges, and a summary of our answers. You can learn more by listening to the webinar. On September 27th 2017...
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On September 12th SysAid hosted its wildly successful webinar on its Self-Service Portal, one of the newest features slated for release in the upcoming on-premise Summer 2017 release, (v17.3) which is currently in beta...
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Perhaps even more than our customers (like you) — our SysAid R&D and Product divisions despise bugs. We aim to continuously improve our software so when bugs creep up, we often shriek louder than...
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Everyone seems to be talking about DevOps but, if you are new to it, it might all seem a little overwhelming. This blog directs you to three steps to take in starting with DevOps...
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I was working with a customer recently and they asked me what key performance indicators (KPIs) they should use to measure IT change management. After thinking about this for a while I offered them...
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Every IT organization has a service portfolio, even if they don’t think of their services in this way. Making improvements to your service portfolio is essential if you want to deliver services that help...
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“Walk-up” is perhaps the oldest of IT support channels. In the late 1980s, if you had an IT issue you’d probably need to track down someone who could help. You could call someone you...
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Call it human nature, politeness, or political correctness. Maybe it's just easier, but we humans, generally speaking, are kind when dealing with people. When the waiter asks how the meal was, we tend to...
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In IT service management, “firefighting” has become a metaphor for much of the work. Someone or something starts a digital fire, and we put it out. Firefighting captures the reactive nature of IT service,...
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If you’re really busy working on lots of different things then maybe you should think about limiting work in progress. If you start one thing and finish it before starting the next one you...
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The IT “playing field” is essentially leveled with public cloud, because it brings world-class IT management and IT service management (ITSM) capabilities to all. Release management is a good example of this. It’s hard...
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If you haven’t convinced senior management to move the help desk to the cloud, don’t fret. The most common objection to new technology is the anticipation of imagined problems. The person who loves physical...
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Did you ever see the unfortunate TV weather lady who was interrupted by the Microsoft Windows 10 upgrade notification? It was one of those situations that’s funny but also serious at the same time....
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IT service management has traditionally been a process-driven discipline, supported by the growing use of automation. In 2017, the increased popularity of cloud services offers up even more opportunities for greater use of automation...
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If you work in an IT organization, you may be tired of being told that you should focus on creating value for customers. You already know that you should be delivering end-to-end services focused...
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There are some rumors that IT service management (ITSM) is dead. No way – I’m here to tell you that ITSM is far from dead. In fact, I think this is a great time...
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