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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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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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