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If you ask what a service desk is you might get any of these responses: IT operations or IT service management (ITSM) team: “The team we give the responsibility of dealing with...
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Today’s tech-savvy customers are taking their consumer-world IT issues into their own hands, with customers now looking online for answers in preference to calling or emailing the supplier to help them to...
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So Pink16 is done and dusted, and it’s already time for the second of the year’s IT service management (ITSM) industry’s “grand slam” events – HDI. Alas, I’ll be missing out on...
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As Joe the IT Guy said in his recent HDI blog on selecting a new IT service management (ITSM) tool – “Selecting any new technology is a serious matter.” In particular, there’s...
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As an IT service management (ITSM) consultant, customers sometimes start by asking me to carry out a maturity assessment. They usually tell me that they want to know how they compare to...
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Working in IT can be difficult at the best of times, with operational and organizational change often a particularly difficult “nut to crack.” We can, of course, use proven methodologies and techniques,...
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Recently I presented a webinar on getting started with service catalog. It's a topic that comes up often because getting started can be harder than it looks – especially without the support...
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Working on an IT service desk can be a thankless task at times. There’s a reason why it’s generally accepted that there is often a finite shelf life for people in the...
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As always, the annual Pink Elephant IT service management (ITSM) conference (and Las Vegas itself) was a blast. Some of what happened in Vegas of course has to stay in Vegas, but...
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Great IT services create value for customers, with a focus on customer experience and customer satisfaction. Organizations that deliver IT services must manage a balance of people, processes, and technology. When it...
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  In part 1 of this blog, I focused on what to look, and ask, for when assessing a change. Here, in part 2, I go further, and beyond the impact assessment,...
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One of the things that worries me most about where the IT industry is headed is how we sometimes get so caught up in “the new stuff” that we forget to make...
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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...
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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...
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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...
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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...
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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...
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