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ITSM

61 posts in this category
 

One of my customers was using a very old IT service management (ITSM) tool. It was no longer supported by the vendor, and really didn’t meet their needs, so they asked me to help...
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If you’ve been waiting for a new version of ITIL, then you likely have your own views as to why a new version is needed. This will probably include the fact that it’s been...
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The world we live in (or on) will soon be another year older and, despite what we see in the news, hopefully another year wiser. The same is true for the IT service management...
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There are many reasons for adopting an enterprise service management (ESM) strategy – i.e. the widespread use of IT service management (ITSM) principles, best practices, and technology in other business functions. It could be...
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IT service management (ITSM) is about much more than managing incidents and changes. If you’re not managing services, to maximize the value you create for customers, then this blog will help you get started....
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ITSM seems to have many definitions. The definition you get depends upon who you ask. My friends here at SysAid have defined ITSM as “the craft of implementing, managing, and delivering IT services to...
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I’ve been working in IT service management (ITSM) for many years now, and I’ve made my share of mistakes along the way. So I thought it’d be nice to share some of the things...
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I recently attended a networking event for IT professionals during which one of the speakers discussed “How to Market IT Internally and Externally.” The presentation’s core message was that every interaction with the IT...
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Continual improvement isn’t just for processes and services. You also need to continually improve your skills and knowledge too. This blog is about continual improvement, but today I’m not going to explain how to...
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Is there a point where you should no longer invest in being “faster, better, cheaper”? At what point should you focus more on innovation and experimentation and less on continual improvement? Make no mistake...
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Service management has always been about providing business value and outcomes. But now, providing business value and outcomes are not enough.  An “X factor” has emerged.  What is this “X factor”? The experience. The...
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I was working with a customer recently to help them design a new change management process. We were able to work very quickly because fortunately it was quite easy for the many different teams...
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If you’ve been around IT service management (ITSM) for any time, you can easily recite the three aspects of ITSM:  people, process, and technology. Frankly, the best way to implement ITSM is to first...
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How often are we so engrossed in what we’re doing to consider the impact (of what we do or don’t do) on the people we are serving? Or, put another way, how often is...
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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 knowledge and...
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Is 2018 the year that service management emerges from the back room and is seen as a strategic business asset? Traditionally, service management has been viewed as “something that IT does.” Or even worse,...
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Some highly visible IT organizations have adopted ideas from DevOps, Agile, Lean and other frameworks to help them deliver great customer experience, with lower cost and higher quality. But what about the rest of...
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As an organization begins to engage with a consultant regarding ITSM implementation, the conversation typically turns to the topic of “how can we be assured of success?” What is the consultant’s standard answer to...
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The thing called “customer experience” is becoming increasingly relevant, and important, to corporate IT departments – with employees bringing their consumer-world, personal-life, experiences and expectations into the workplace. But what is customer experience? Please...
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With organizations continuing to regularly switch ITSM solutions, every 3-6 years (according to industry analysts), it’s become an unfortunate, unwanted, and expensive technology-investment cycle that needs to be broken. That’s why I was invited...
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In one of my previous SysAid blogs, I said that one of the primary purposes of the change management process was “to ensure that a change delivers the intended result…if a change is implemented,...
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ITIL, the popular IT service management (ITSM) best practice framework, is no longer the de facto approach for ITSM.  Not only are there valid alternative approaches, so much has changed in the world since...
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You need to train and mentor service desk and IT support staff in techniques they can use to diagnose incidents and problems. They won’t become good at this just because they have the right...
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ITIL has been the IT service management (ITSM) best, or good, practice “frontrunner” since the 1990s despite the birth, or evolution, of other approaches. And there’s no doubting that it has helped tens of...
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Here are the 16 questions posed during a recent “Ask the Experts” webinar about cybersecurity challenges, and a summary of our answers. You can learn more by listening to the webinar. On September 27th 2017...
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In IT service management, “firefighting” has become a metaphor for much of the work. Someone or something starts a digital fire, and we put it out. Firefighting captures the reactive nature of IT service,...
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If you work in an IT organization, you may be tired of being told that you should focus on creating value for customers. You already know that you should be delivering end-to-end services focused...
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There are some rumors that IT service management (ITSM) is dead. No way – I’m here to tell you that ITSM is far from dead. In fact, I think this is a great time...
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All the IT service providers I’ve worked with assure me that they measure the services they provide. They use metrics and KPIs to do this, and have service-level agreements (SLAs)  with their customers, which...
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Many businesses, and IT organizations, become frustrated with a lack of agility and responsiveness with their change management process. Rather than being viewed as a “value enabler,” the change management process is often seen...
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IT service management (ITSM) is not just a “big company” opportunity – as both the need and the benefits are not solely dependent on the relative size of an organization’s IT estate, employee numbers,...
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I have often said that, in our rapidly changing business and technical environment, continual service improvement (CSI) is the most important service management process. If you don’t keep improving what you do, then you...
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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 influencers is...
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If I asked you how your organization does problem management, would you, like so many of the people I have worked with over the years, tell me that you don’t do it? You know...
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I visited two very different customers recently.  They had very different problems and the solutions I suggested for them were also very different. But there was one thing that they had in common —...
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If you’re involved in ITSM improvements, and especially if you’re fairly new to the field, it’s easy to feel overwhelmed. One thing that can really help you to focus is to follow the principle...
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“What advice do you have when your business case for ITSM is created but ignored?” This is what @sysaid tweeted to me in reply to my tweet regarding my blog The Case of the...
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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 this one...
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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 much of...
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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 overall. As...
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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 Vegas. But...
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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 FUSION15 had...
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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 been before...
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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 this year...
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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 – the...
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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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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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The 2014 itSMF Estonia conference, held in Tallinn last week, was an international IT service management (ITSM) fest. The circa 180 delegates had travelled from 12 countries (including strong Finnish and British contingents) and...
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Well FUSION 14 was a whirlwind of ITSM Goodness (the royalties check is in the post Barclay Rae). Working the SysAid booth, trying to attend conference sessions, meetings with clever people, and the informal...
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In the words of Peter, Paul, and Mary (or, if you prefer, John Denver), "All my bags are packed, I'm ready to go …" for SysAid's first visit to FUSION – an annual IT...
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With an awesome 674 delegates (its biggest turnout yet), we were not left disappointed by our first visit to the Annual itSMF Australia Conference and Exhibition (LEADit). The passion for knowledge, the enthusiasm of...
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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 first time...
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The long hours and back pains notwithstanding, I have to say that HDI 2014 was a magnificent conference with terrific content, amazing folks, and a whole lot of fun and laughs along the way....
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We're back again in the States, this time in the land of ultimate magic, Orlando, Florida, for the annual HDI Conference. Here’s our first blog from the event, after experiencing a fantastic day and...
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On the third day at Pink14 I was fortunate to have a much better opportunity to chat with delegates and attend more sessions, which gave me great insight into some of the challenges and...
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Monday, Feb 17th – Steady streams of visitors to the SysAid booth continued on the 2nd day of Pink14. What a thrill to get such fantastic feedback, not only on what we offer as...
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Sunday, Feb. 16th – Along with my Dream Team, wake-up time was early, Yes, we’re in Las Vegas but I didn’t really care what everyone was doing the night before because we are first-time...
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We're getting very excited now as it’s only 19 days until the Pink Elephant 18th Annual International IT Service Management Conference and Exhibition (PINK), where we will be super silver sponsors! We’re excited not...
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Last week I had the privilege to attend and to speak in another leading itSMF event in Europe - This time it was Estonia https://konverents2013.itsmf.ee/ What a fantastic event! It was held at the...
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At FUSION 13, the annual joint itSMF USA and HDI conference, a group of pre-selected people came together to consider and report back on the future of the IT service management (ITSM) industry. There...
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Well, Oded Moshe, Joe the IT Guy, and I are fresh back from the UK following our very first visit to the itSMF UK Conference and Exhibition in Birmingham last week. It was cold,...
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