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In one of my previous SysAid blogs, I said that one of the primary purposes of the change management process was “to ensure that a change delivers the intended result…if a change is implemented,...
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There has been a lot of reporting in the press about Meltdown and Spectre, a couple of recently identified IT security issues.  Some of my customers have been asking me whether they need to...
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I think that we’re going to see many of this year’s trends continuing into 2018, and that they’re going to lead to a surprising conclusion. IT will stop being viewed as a necessary evil,...
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We have long left the era of traditional IT help desk or service desk models, where break-fix or incident management reigns. These no longer meet the expectations of the consumers and citizens living and...
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The world is changing around us. Technology is changing both our personal and work lives – from what we know and what we can do, to influencing our expectations of products and services, support,...
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ITIL, the popular IT service management (ITSM) best practice framework, is no longer the de facto approach for ITSM.  Not only are there valid alternative approaches, so much has changed in the world since...
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Editor’s Note: While reviewing the level of readership of our blogs, we couldn’t help but notice that certain blogs never lost their popularity over the years. This is one of them – with thousands...
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IT asset management (ITAM) best practices, along with the technologies that support them have evolved and dramatically improved since its early days. It’s now relatively easy for IT assets to be efficiently managed throughout...
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If you’re not familiar with the new EU General Data Protection Regulation (GDPR), then you’d better start learning now. Even if you’ve never been to Europe you still need to obey this law if...
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Consider this scenario. After a few months of work, your IT organization has rolled out the new self-service portal. There were a few announcements made in the corporate newsletter, and service desk agents are...
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You need to train and mentor service desk and IT support staff in techniques they can use to diagnose incidents and problems. They won’t become good at this just because they have the right...
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ITIL has been the IT service management (ITSM) best, or good, practice “frontrunner” since the 1990s despite the birth, or evolution, of other approaches. And there’s no doubting that it has helped tens of...
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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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