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Dena Wieder-Freiden

Dena Wieder-Freiden

As SysAid’s Content Marketing Manager, Dena values most her friendships and daily conversations with the awesome IT service management (ITSM) authorities from all over the world! As they share their knowledge with her, she enjoys paying it forward to the IT community at large. Outside of work, she’s most likely at the gym, the beach, or at home watching a movie and spending time with her family.
 

Are you thinking about a career in IT support? Or are you looking to formalize and improve your company’s current IT support capabilities through the introduction of an IT help desk structure?...
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With so many IT help desks struggling with too much work and not enough resources, it’s no wonder why help desk managers are constantly on the lookout for ways to relieve the...
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Want to know where you and your colleagues need to be – skills-wise – in 2020? Then this blog is for you. It offers highlights from a free-to-download SysAid eBook that uses the...
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I’ve now been back from the Service Desk Institute (SDI) 2018 conference (SDI18) for nearly two weeks and I still can’t believe what a whirlwind of IT service management (ITSM) and service...
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Customer experience is becoming increasingly important to corporate IT departments and the people they serve. For those who provide workplace IT, customer, or end-user, experiences need to improve in order to match...
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“Walk-up” is perhaps the oldest of IT support channels. In the late 1980s, if you had an IT issue you’d probably need to track down someone who could help. You could call...
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A few months back there was a lot of social love for a report that listed the top 100 IT service management (ITSM) “influencers.” As to whether the listed individuals are really...
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Everyone has a help desk these days, and the service that a help desk delivers will probably cover a range of aspects. The service will be delivered by a combination of human-to-human...
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There are lots of different names for “the corporate team or function that provides internal IT support to end users.” Examples that I’ve seen used on my IT service management (ITSM) travels...
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Having an external perspective is valuable, and even essential, for an organization to establish improvement ideas. That ability to ”see the wood for the trees” coupled with knowledge of the broader world...
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The help desk was a new idea for IT departments back in the 1980s and 90s. That’s when organizations figured out that it was far better to have a team of people...
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It isn’t often I get to start an IT service management (ITSM) blog with a William Shakespeare quote, but he put it perfectly in Romeo and Juliet: “What’s in a name? A...
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ITIL® tells us that there are three components to business value: Business outcomes Customer perception Customer preferences Once this has been successfully memorized for the ITIL Foundation Certification exam, most people then...
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I recently ordered some items from a web site that I’d used before. The checkout price was $30, which I paid with a credit card and then forgot about it and got...
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As an exhibitor, it seems to take forever to plan for the Service Desk and IT Support Show (SITS) but, once you are there, the two-day event is a case of “blink...
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Are you going to the annual Service Desk and IT Support Show (SITS16) in London? It’s a free-to-attend IT service management (ITSM) and service desk event where not only do you get...
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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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  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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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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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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One year ago, at the end of 2013, we were at the cusp of something new with the SysAid Blog. The plan for 2014 was to concentrate on publishing best practices, which...
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We're celebrating our successes of 2014 with the initiative "The IT Log," a video collaboration challenging IT professionals to show the world what they really do. The IT Log invites all IT...
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Paraskavedekatriaphobia is the scientific term for a morbid, irrational fear of Friday the 13th. Chances are you’re not afflicted with this particular phobia, but with next Friday being June 13th, you may...
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Well I’m finally back in the real world after the whirlwind experience that was the Service Desk and IT Support Show in London (SITS14) last week in London. Whilst it wasn’t the...
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Look out baby boomers, the millennial generation is taking over the workforce. In fact, millennials will make up 75 percent of the global workforce by 2025. These are the individuals born between...
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Today is a milestone day for SysAid – it is the 1st day of employment for our 1st USA-based employee! We could not be more thrilled to welcome Michael Slabodnick to the...
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After experiencing a lull during the holiday season, the conference and exhibition circuit is back in action. In fact, just this past month, the 2014 International Consumer Electronics Show (CES) posted its...
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One year ago SysAid extended its multi-layered approach to social networking by starting this blog. We ventured to create a hub for conveying important ideas and trends – along with practical advice...
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Do you ever wonder how business carried on before smartphones and tablets? I sure do. Fortunately, these days anybody with an Android or Apple device has access to apps for every conceivable...
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Everyone loves a good rivalry. Whether it’s talk show hosts Leno and Letterman battling it out on late night TV or heavyweight champs Ali and Frazier throwing combinations in the ring –...
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Have you heard of Movember? It's a month-long event that takes place annually during the month of November that involves growing mustaches, in order to raise awareness for prostate cancer and other...
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Just when you thought it was beginning to settle down, the heavy-weight battle between iOS and Android is once again heating up as Apple finally gave its loyal followers what they've been...
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Whether you’re a small startup with limited funds or an established company just trying to test different software, many businesses make the initial decision to use free asset management software. Free software...
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Increasing productivity should be a top priority for every IT support staff. In order to get more productivity from your staff, they need to be motivated. Contrary to popular belief, financial gain...
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We have been more-than-hinting for some time now about the cool stuff we’ve been working on here at SysAid, particularly the user interface (UI) makeover on the Service Desk, which started about...
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It was a black-tie event in Las Vegas and our brazen VP Customer Relations, Joseph Zargari, took the long flight over there to graciously accept the award on SysAid’s behalf. We're truly...
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Yesterday marked our annual SysAidday, a company event that joins everyone together, from every department in SysAid, to discuss our goals and ambitions for the coming year. Our newly appointed CEO, Sarah...
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I want to be a Glass Explorer! Let me explain. I recently entered Google's Twitter and Google+ competition to become a Glass Explorer, giving me a shot at purchasing a pair of...
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So what does Warren Buffet have to do with BYOD (bring your own device)? Warren Buffet is not only one of the wealthiest men in the world, but he is also considered...
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2012 marked the year that SysAid got on board and embraced Social Media. Don’t get me wrong, even prior to last year we used the various social channels, like YouTube and LinkedIn,...
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