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Hey there, long time no blog post! I’ve been working in SysAid for more than two years now, and lately it has come to my attention that many of our customers don’t know about the...
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A few months back there was a lot of social love for a report that listed the top 100 IT service management (ITSM) “influencers.” As to whether the listed individuals are really influencers is...
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While smart, connected devices in the home such as Amazon’s Echo get much of the media attention around the Internet of Things (IoT), there are many other IoT use cases already in the wild...
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Everyone has a help desk these days, and the service that a help desk delivers will probably cover a range of aspects. The service will be delivered by a combination of human-to-human and computer-to-human...
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If I asked you how your organization does problem management, would you, like so many of the people I have worked with over the years, tell me that you don’t do it? You know...
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Categorization is a critical aspect of many IT service management (ITSM) processes.  Categorization helps us: Route work associated with an incident or a request Produce effective management reporting that enables further analysis or process...
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There are a number of reasons why email and other personal productivity tools are used for IT support, for example: Most IT staff usually have access to email IT staff know how to use...
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There are lots of different names for “the corporate team or function that provides internal IT support to end users.” Examples that I’ve seen used on my IT service management (ITSM) travels include: IT...
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Enterprise service management (ESM) is the use of IT service management (ITSM) tools and processes to support other lines of business within an organization. It’s a term that’s generally used by IT people, who...
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In a previous blog I talked about “starting where you are” as a guiding principle for people who want to improve outcomes for customers. I talked about how this means not throwing away everything you...
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Having an external perspective is valuable, and even essential, for an organization to establish improvement ideas. That ability to ”see the wood for the trees” coupled with knowledge of the broader world outside your...
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I visited two very different customers recently.  They had very different problems and the solutions I suggested for them were also very different. But there was one thing that they had in common —...
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In my previous blog, What’s Essential for an IT Help Desk?, I discussed the things that every help desk should do. These were: Log and manage calls from IT users Resolve incidents Generate useful...
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If you’re involved in ITSM improvements, and especially if you’re fairly new to the field, it’s easy to feel overwhelmed. One thing that can really help you to focus is to follow the principle...
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“What advice do you have when your business case for ITSM is created but ignored?” This is what @sysaid tweeted to me in reply to my tweet regarding my blog The Case of the...
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As 2016 ends and we look forward to another year in IT service management (ITSM), one wonders what we (ITSM pros) should be focused on in the next twelve months. There’s been a lot...
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One of the biggest problems we have to deal with in IT service management (ITSM) strikes whenever we fail to meet the expectations of our customers and users. No matter how good the service,...
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