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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...
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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...
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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...
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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...
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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...
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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...
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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)...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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