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As an organization begins to engage with a consultant regarding ITSM implementation, the conversation typically turns to the topic of “how can we be assured of success?” What is the consultant’s standard...
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The thing called “customer experience” is becoming increasingly relevant, and important, to corporate IT departments – with employees bringing their consumer-world, personal-life, experiences and expectations into the workplace. But what is customer...
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The ITIL Practitioner Guiding Principles aren’t just for management. Here are some examples of how service desk agents can use them too. I often talk to people about the ITIL Practitioner’s Nine...
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As Amazon Web Services (AWS), the market leader in public cloud services, paves the way with industry good practice for cloud service management, their AWS Managed Services offering can be used to...
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With organizations continuing to regularly switch ITSM solutions, every 3-6 years (according to industry analysts), it’s become an unfortunate, unwanted, and expensive technology-investment cycle that needs to be broken. That’s why I...
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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...
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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...
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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...
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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...
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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...
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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...
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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 –...
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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...
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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...
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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...
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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...
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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...
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