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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...
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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...
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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...
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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....
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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...
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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...
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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...
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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...
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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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