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The 2011 version of ITIL introduced the lesser known change evaluation process. It’s a great addition, and I haven’t seen a lot written about it. The first thing to know is not...
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So you’re the “go to” guy or gal within IT, and IT service management (ITSM) has been your life for the last five years.  You can soak up ITIL and ISO 20000,...
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Good business-IT alignment (please note that I use this well-known and oft-used phrase reluctantly as IT is part of the business) relies on two things: doing the right thing and doing things...
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Recently a customer asked me how many different categories they should have for managing incidents. They seemed to think that, like a magician, I could pull an “ideal” number of incident categories...
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. I recently attended itSMF Norway 15 Conference. What an incredible experience with some of the most dedicated people in IT service management! I had the privilege of being one of the...
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How many times does the word ‘communications’ get mentioned as an issue in your organization (and we’re not referring to networks and routers)? The basic human function of communicating information accurately and...
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. When I started in the IT industry I was a fairly junior hardware engineer. One day I went out with an experienced engineer to learn about a particular mini-computer that he...
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One of the most quoted words in use in tech management and marketing these days is ‘governance’. What do we actually mean by this and why is it such a big and...
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Over the last few weeks I had the opportunity to speak with several customers in various industries about the exciting and quirky ways that they’re using SysAid’s ITSM solution in the field....
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I have written a number of blogs about metrics and Key Performance Indicators (KPIs) recently, each focussing on a different area of IT service management. These blogs were very popular — this...
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Think Nike is in the athletic shoes and apparel business? Not on your life. “Nike sells shoes but it’s not in the shoe-selling business. It’s in the business of selling emotion and...
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We talk a lot about transformation in IT. That the changing IT landscape is causing us to evaluate and ultimately adopt new technologies. Or at the other end of the spectrum, that...
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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...
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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...
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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...
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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...
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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...
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