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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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IT maturity assessments come in many shapes and sizes. Some are broad and look at a large number of areas, like strategy, culture, governance, people, skills, transparency, risk management, security, processes, asset management, customer...
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I can't believe how fast time flies. It's been only a few weeks since our last release and already our next Cloud release is about to be launched. SysAid 14.4 is packed with really...
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Why do I keep reading such statements as “get rid of IT from ITSM?” Is it that Service Management simply needs to get out of the IT world? I can get that—we want to...
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“The customer is always right,” right? Whether that old adage is true is irrelevant.  But there is another saying that should be plastered on the walls of every IT help desk: The Customer is...
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Before you click play, imagine a world where IT professionals do not exist. Throughout the year we stand by all of you amazing IT people. We appreciate everything you’ve done in the past 365...
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When I ask people how they acquire the knowledge they need to do their jobs they describe a huge variety of approaches that work for them, including working with other people, attending training, reading...
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A service catalogue offered as a self-service facility can bring a number of benefits to both the IT organization and their customers. For example, it can provide IT with an opportunity to streamline the...
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For me, one of the greatest things about introducing new features in new releases is the fact that they get even better - and it’s all because of YOU! SysAid 14.3 is a prime...
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