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There’s no law that says different IT service management (ITSM) solution vendors can’t play well together. In fact some of my favorite people work for the competition, or used to. Last year I spoke...
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Don’t tell anyone but for some reason I can post to the SysAid blog now... and to start I want to provide a simple introduction to incident management. Humble is what I do best....
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“Hi, just calling to say everything is working great today!” said no Service Desk caller. Ever. Like it or not, your customers have a relationship with IT. Sometimes good; sometimes bad.  They are built...
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In my blog last week, I recommended 6 tips that you might like to consider as New Year’s Resolutions. They were all about things you can do for your IT organization. This week, I...
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As 2014 draws to a close I’ve started to think about what’s going to be important for IT service management (ITSM) professionals in 2015. Here are 15 tips that you might like to consider...
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One year ago, at the end of 2013, we were at the cusp of something new with the SysAid Blog. The plan for 2014 was to concentrate on publishing best practices, which would be...
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The 2014 itSMF Estonia conference, held in Tallinn last week, was an international IT service management (ITSM) fest. The circa 180 delegates had travelled from 12 countries (including strong Finnish and British contingents) and...
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To shepherd in the New Year I’ve created a list of 15 IT trends for 2015. They’re in no particular order, and most are not new – they’re just more relevant in 2015 given...
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Recently I had to undertake that wonderful annual task of renewing my car insurance. I did the comparison-website bit, phoned a couple of brokers, and of course went directly to a number of insurers’...
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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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