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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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Is first contact resolution (FCR) a good KPI for the service desk and incident management? Many corporate IT organizations think that it is – after all, it’s definitely one that’s prominent in the ITIL...
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We live in an age of measurements and analytics, where organizations like to calculate how well they are doing, and how well (or badly) their employees are performing. This applies to IT service management...
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In a world of constant change in every aspect of life, it might be reasonable to expect that deciding on changes and processing them would be a widely held skill, familiar to us all....
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I’m really looking forward to speaking at the FUSION service management conference this year. FUSION will be running from 1-4 November 2015 at the Hyatt Regency in New Orleans, and if you’ve been before...
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The IT service management (ITSM) event season has kicked-off again, and it’s time for myself and the rest of the SysAid clan to jet off to the annual FUSION Conference – which this year...
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In many organizations there is a separate information security team that deals with all things relating to security. This team is responsible for designing and implementing all the controls needed to protect the organization,...
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It’s human nature to seek out others to communicate.  Through communications we learn, relate, help, influence, and play.  Communication is the currency and propellant of our society. Thanks to technology we are connected and...
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If you read my blog regularly you’ll know that I’ve already written simple introduction blogs related to: Incident management, and Problem management Now it’s change management’s turn. To misquote Amazing Fantasy #15 – the...
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