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Did you know that the recruitment of skilled labor in specialized areas like information technology has become highly competitive? According to a recent CareerBuilder study, IT is one of the fastest-growing and...
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My customers ask me this question all the time – what is SysAid’s SLA? Up until recently my answer was always, “We don't have an official SLA but we strive to reply...
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Look out baby boomers, the millennial generation is taking over the workforce. In fact, millennials will make up 75 percent of the global workforce by 2025. These are the individuals born between...
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IT Asset Management (ITAM) is the discipline of managing IT assets throughout their lifecycle. If IT Service Management (ITSM) is primarily concerned with efficient delivery of services, then ITAM is primarily concerned...
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The last few days have been all about the OpenSSL Heartbleed vulnerability, officially called CVE-2014-0160. Many of you surely heard about it, read about it, and talked about it, but did you...
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It’s nearly that time of year again. Time to head to the annual IT service desk and support show (SITS) in London (29th-30th April), and we couldn’t be more excited. It’s not...
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The long hours and back pains notwithstanding, I have to say that HDI 2014 was a magnificent conference with terrific content, amazing folks, and a whole lot of fun and laughs along...
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We're back again in the States, this time in the land of ultimate magic, Orlando, Florida, for the annual HDI Conference. Here’s our first blog from the event, after experiencing a fantastic...
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Following on from my last IT Benchmark blog on Knowledge Management and Reuse, this time around we are going to look at Customer Satisfaction Surveys and how to encourage responses. The Benchmark...
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Whenever I look at the tools, processes and metrics that IT organizations implement for their change management processes I see a huge difference between what I think change management is for and...
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Last week I posted a blog looking at the first 3 essentials steps that you need to take to ensure a successful migration to the cloud. We looked at how to: Map...
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Today is a milestone day for SysAid – it is the 1st day of employment for our 1st USA-based employee! We could not be more thrilled to welcome Michael Slabodnick to the...
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At the end of March we'll be heading to Orlando, the home of Disney World for the HDI Annual Conference (HDI 2014) taking place 1-4 April. There's lots of things for us,...
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You can’t escape the fact that IT systems – both software and hardware – tend to get out of date and require high maintenance costs very fast. You can invest hundreds of...
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Following on from my last IT Benchmark blog on Incident Classification Categories, this time around we are going to look at Knowledge Management and Reuse with statistics, benefits, and advice on how...
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Sometimes people ask me which service management process they should implement first, or which process is the most important. They probably expect me to give the typical consultant’s answer of "it depends",...
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On the third day at Pink14 I was fortunate to have a much better opportunity to chat with delegates and attend more sessions, which gave me great insight into some of the...
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