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Whose Fault Was It?

By | November 25, 2014 in ITIL

We all know that IT service management is about people, processes and tools, but for some reason we always seem to focus on the processes and the tools and forget about the people. I...
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I can't tell you how excited I am to be a part of SysAid's latest release SysAid 14.4. Sure, I may not be as crazy as Steve Ballmer, but there’s a sense of energy...
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The launching of a self-service portal – a web-based application aimed at the end users,  providing 24/7 access to IT services and support – has been on the IT service management (ITSM) “hot tickets”...
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IT people tend to like technology, and we like things to be clear and unambiguous, with proper facts and figures. In some other areas of expertise people are more comfortable with things that are...
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Well FUSION 14 was a whirlwind of ITSM Goodness (the royalties check is in the post Barclay Rae). Working the SysAid booth, trying to attend conference sessions, meetings with clever people, and the informal...
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I have written a number of blogs about metrics and KPIs recently, each focussing on a different area of IT service management. Here are some links in case you’ve missed any of them. Defining...
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In the words of Peter, Paul, and Mary (or, if you prefer, John Denver), "All my bags are packed, I'm ready to go …" for SysAid's first visit to FUSION – an annual IT...
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Last week at Interop, New York’s Javits Center was abuzz with IT professionals seeking practical advice on IT management good practices (and the technology to support them). The conference element included the following tracks:...
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Well, SysAid’s and my first day at Interop New York was a busy one. As Joe the IT Guy states in his pre-Interop blog, SysAid is the only pure-play IT service management (ITSM) vendor...
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Remember Heartbleed? Back in April, I was flooded with questions from our customers, so I wrote that blog post about it when the hype was about as big as Apple’s iPhone 6 announcement. Well,...
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I have written about how to define metrics and KPIs for IT service management processes before. In Defining Metrics for Change Management I discussed the importance of identifying stakeholders, and defining CSFs and then...
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When looking at ways to improve your IT support and service desk, it’s always useful to take a look at what managed service providers (MSPs) are doing, since their entire business is based on...
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When I hear about Shadow IT and comments that the IT department will soon be dead, here are a few ITSM panicking thoughts I've heard so far: Cloud computing is destroying the data center....
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I’ve enjoyed working in the technology field for well over a decade. Either working on the service desk, in the process arena with incident management, or as a developer building creative solutions, I’ve always...
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"You can't achieve value from your investment in IT service management (ITSM) – ITIL processes, training and tools - if you haven't got a fully functional integrated, single-source of truth Configuration Management Database (CMDB)."...
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With an awesome 674 delegates (its biggest turnout yet), we were not left disappointed by our first visit to the Annual itSMF Australia Conference and Exhibition (LEADit). The passion for knowledge, the enthusiasm of...
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I know that the question “How long should an ITSM project take?” is going to get an answer of “It depends on what you’re trying to achieve”, but stay with me a while and...
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