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In preparing for this blog I interviewed a global support manager at an international agribusiness corporation where SysAid was enabling increased end-user responsiveness, improved asset and change management, and enhanced OpEx efficiencies overall. As...
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  It’s that time again, for one of IT service management’s (ITSM) “grand slam” industry conferences – Pink Elephant’s Pink16, now in its 20th year at the swanky Bellagio Hotel in Las Vegas. But...
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In my recent blog 5 New Year’s Resolutions for ITSM Practitioners, I recommended that people should think about how they manage availability. I was surprised by the number of people who contacted me to...
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I’ve written about IT service management (ITSM) and the opportunities of business intelligence (BI) before, but that was four years ago, as an industry analyst. Since then, I’ve seen very few vendors shouting about...
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Nearly 30 years ago, ITIL® launched itself on an unsuspecting world with five books published. One of those was called Help Desk, and another one dealt separately with Problem Management. The separation of two...
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In my recent webinar for SysAid, Never Underestimate the Importance of Change Management, I had the chance to ask three polling questions to those listening. Encouragingly, we got around 160 answers to each question...
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IT services – actually all services – look different to those supplying them and those receiving them. This separation of perspective is not at all trivial: on the one hand, there’s the customer who...
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New Year’s resolutions are traditional at this time of year. So I’ve been thinking about what would be great resolutions for people who work in IT service management (ITSM). Here are my top five...
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Anyone can predict the future, although whether they are right or not is a different matter. Just look at the Y2K predictions, or those stating that online shopping would never take off. Or that...
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“The new reporting is SUCH an improvement! I love the new design too, but the functionality in the reporting though… Fantastic.” -lola412 “New reporting is a big improvement” -cdkarp “Thanks for updating the Reporting...
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While we were at FUSION, the joint itSMF USA and HDI IT service management (ITSM) conference, we asked a number of the IT and ITSM professionals in the Expo Hall three quick questions about...
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You’ve no doubt heard the saying "if you can't measure it, you can't manage it." Therefore, naturally, we try to measure things so we can effectively manage them. Makes sense, as far as that...
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Not so long ago, I presented a webinar on change managementcalled Never Underestimate the Importance of Change Management. Normally webinars are a lonely alternative to conventional seminars, because instead of looking at faces of...
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Enterprises continue to cruise full speed ahead towards a truly mobile reality, and the ITSM industry is no exception. Many businesses are looking at how to efficiently mobilize enterprise apps, asset and incident management...
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Customer satisfaction isn’t only about the quality of the service you deliver, it’s just as much about how well you set and then meet customer’s expectations. The most important thing to get right when...
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I’m back from a wonderful trip to New Orleans for FUSION15, plus a sneaky little post-event vacation, and I wanted to capture some of the great insights and advice the presenters at FUSION15 had...
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Continual Service Improvement (CSI) is one of the most important concepts in ITIL, but very few IT organizations put anything in place to make it happen. Everyone knows that they need a service desk,...
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