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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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Everyone loves heroes, and not just in comic books. Heroes come in and save the day when things go wrong, and naturally anyone suffering as a result of that ‘going wrong’ is...
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For as long as ITIL has been around (26 years) and longer, it’s told us that Service Management needs a triple focus. People, Process, and Technology all must be addressed if services...
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I really enjoyed delivering a webinar with Stephen Mann recently.  The webinar, which was called Real-World Tips for Self-Service Success, attracted a large audience, and generated some great feedback. If you missed...
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Everyone knows that incident management is designed to manage the overall life of an incident. Start to finish. Cradle to grave. But what does that really mean? The standard, accepted practice is...
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Sadly, many IT departments don’t see the importance of delivering great customer service to their end users. After all, it’s not as though the end users can leave them for another support...
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