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Many IT organizations see employee self-service as a ‘knight in shining armor’, ready to solve all their service desk issues in one quick project. However, for many organizations, their investment in self-service often results...
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If you regularly read my blog you’ll know that I’ve already written a fair bit on the tough nut to crack that is problem management. It’s often something that’s started as part of the...
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I was recently involved in a discussion about IT services and how to deliver acceptable levels of availability. This discussion was triggered by a failure of the London air traffic control (ATC) system on...
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Georgetown University Law Center is home to high-profile professors who have served for the U.S. Supreme Court as well as graduate students streaming in from 67 countries. Situated just a few blocks from DC's...
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I’m delighted to announce that we’ve added a new mobile asset management add-on and application (on iOS), which provides barcode scanning, audit, and reporting capabilities to the SysAid Service Desk. This is available as...
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I’ve written about continual service improvement (CSI) before. If you haven’t read my previous articles then you might like to look at Continual Service Improvement (CSI) - The Most Important Service Management Process and...
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The ITSM Show (formerly known as the Service Desk and IT Support Show, SITS) is done and dusted for another year – congratulations to Toby Moore and his colleagues on a very well organized...
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I have a confession to make: for me, the most exciting times, in the realm of my job, which I have the privilege to take part in, are the official releases of SysAid Help...
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You know those awkward conversations that start with “we need to talk”? Well, it’s time. We need to talk. About ‘change management’. Ever see someone endorsed for ‘change management’ on professional networking sites, and...
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It may be in a completely different month to normal, and at a new venue, but the buzz around the upcoming SITS15 - IT Service Management (ITSM) Show (formerly known as the Service Desk...
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Are you looking for an overarching IT framework that is compatible with other IT standards and approaches?  Do you need help in building the business case to justify investments in IT service management and...
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A warm hello to all readers. I'm Danny, and some of you may already know me as the Technical Community Manager over in the SysAid Community. Over the past couple of weeks I’ve been...
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What Is ITIL?

By | May 5, 2015 in ITIL

If I type “What is IT” into my favourite search engine then the suggestion “What is ITIL” appears near the top of the list of suggestions, so I guess lots of people must be...
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The 2011 version of ITIL introduced the lesser known change evaluation process. It’s a great addition, and I haven’t seen a lot written about it. The first thing to know is not every change...
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So you’re the “go to” guy or gal within IT, and IT service management (ITSM) has been your life for the last five years.  You can soak up ITIL and ISO 20000, and your...
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Good business-IT alignment (please note that I use this well-known and oft-used phrase reluctantly as IT is part of the business) relies on two things: doing the right thing and doing things right. Without...
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Recently a customer asked me how many different categories they should have for managing incidents. They seemed to think that, like a magician, I could pull an “ideal” number of incident categories out of...
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