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How often are we so engrossed in what we’re doing to consider the impact (of what we do or don’t do) on the people we are serving? Or, put another way, how...
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Want to know where you and your colleagues need to be – skills-wise – in 2020? Then this blog is for you. It offers highlights from a free-to-download SysAid eBook that uses the...
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I recently found myself discussing the use of change models with a customer. This customer, like many others that I come across, thought that every IT change should be classified as either...
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If your IT organization funnels every Request for Change (RfC) to a Change Advisory Board (CAB) for implementation approval, then you’re doing change management wrong. If this is happening in your IT...
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Business continuity – the art of keeping the business in business – is nothing new. But how is business continuity affected by newer approaches to IT management such as Agile and DevOps?...
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Ever stop to wonder what your IT-industry peers are doing/using to provide superior IT support experiences? Thankfully, if you do, support-professional membership organizations such as HDI are on hand to share aggregated...
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People will do whatever it takes to meet the targets you set, even if this is not the right thing to do for your customers. Most of us who work in IT...
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In another SysAid blog, I used an analogy of a pizza delivery to illustrate the point about the difference between outcomes and outputs. The outputs of a pizza delivery service are the...
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I’ve now been back from the Service Desk Institute (SDI) 2018 conference (SDI18) for nearly two weeks and I still can’t believe what a whirlwind of IT service management (ITSM) and service...
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Is 2018 the year that service management emerges from the back room and is seen as a strategic business asset? Traditionally, service management has been viewed as “something that IT does.” Or...
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Customer experience is becoming increasingly important to corporate IT departments and the people they serve. For those who provide workplace IT, customer, or end-user, experiences need to improve in order to match...
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Some highly visible IT organizations have adopted ideas from DevOps, Agile, Lean and other frameworks to help them deliver great customer experience, with lower cost and higher quality. But what about the...
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Speaking in front of large groups of people, whether at IT service management (ITSM) conferences or elsewhere, isn’t a natural thing. It’s definitely an acquired skill with multiple facets – from being...
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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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