SysAid Blog

Blog Home
Welcome to the SysAid Blog - the place to go to find out where the IT industry is going, and what is SysAid’s role in it.

Recent blog posts

Posted by on in SysAid

SysAid’s SLA: Bronze, Silver, and Gold Support Lineup

My customers ask me this question all the time – what is SysAid’s SLA? Up until recently my answer was always, “We don't have an official SLA but we strive to reply within 24 hours." Today, I am thrilled to change my answer because now SysAid does have an official SLA!!!

Countless hours have been spent in meetings, planning, rethinking our work processes, changing the way we answer phone calls and chats, fixing replies to emails, creating new routing and escalation rules, adding new functionalities by using the new Email Rules feature, and much more. All our investment in this reform was done in order to bring a better service experience to our customers.

Continue reading

Posted by on in Technologies

Managing millennials in the workforce

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 1982 and 1993 who love technology so much that they would rather have access to social media than a bigger paycheck. Having grown up learning about technology, millennials quickly adapt to new trends and emerging technology – something that is quite beneficial for businesses that want to remain on the cutting edge.

Continue reading

Posted by on in Service Desk

ITAM is the trusted advisor, whispering in the CIO’s ear.

IT Asset Management (ITAM) is the discipline of managing IT assets throughout their lifecycle.

If IT Service Management (ITSM) is primarily concerned with efficient delivery of services, then ITAM is primarily concerned with managing the costs and risks of using the IT assets that underpin services. Like ITSM, ITAM should be considered an on-going commitment and practice rather than a short-term project.

It is important for the disciplines of ITAM and ITSM to be aligned within the IT department since most lifecycle stages of an asset are delivered or in some way interact with the Service Desk. ITSM is the source of asset changes; by working close together with ITAM the organization can ensure the risks associated with changes can be proactively managed.

Continue reading

Posted by on in Technologies

heartbleed_blog.jpg

The last few days have been all about the OpenSSL Heartbleed vulnerability, officially called CVE-2014-0160. Many of you surely heard about it, read about it, and talked about it, but did you really understand what all the noise is about? TechCrunch published: Massive Security Bug In OpenSSL Could Affect A Huge Chunk Of The Internet, and IT News reported on a serious issue at the Canada Revenue Agency.

Why is this specific security breach getting so much exposure compared to others? Well, to get a better understanding of what exactly we’re talking about I believe it’s first important to understand what is OpenSSL - as most of you probably have no clue what is it or you believe you don’t use it.

Continue reading

Posted by on in Events

We're heading to the annual Service Desk and IT Support Show (SITS) in London

It’s nearly that time of year again. Time to head to the annual IT service desk and support show (SITS) in London (29th-30th April), and we couldn’t be more excited. It’s not just the event itself that we’re excited about either. On the evening of Tuesday 29th April we’ll be hosting dinner and drinks at the Kensington Marriot for some of our beloved customers and its bound to be a blast.

Continue reading

Posted by on in Events

HDI Conference 2014 - long hours, feet pain, great content, and a lot of laughs!

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. I talked about some of that in my previous blog; here’s a continuation with more highlights from Thursday and Friday.

Continue reading

Posted by on in Events

No magic needed at the HDI Conference

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 half, so far.

Continue reading

Posted by on in Service Desk

IT Benchmarks: Customer Satisfaction Surveys

Following on from my last IT Benchmark blog on Knowledge Management and Reuse, this time around we are going to look at Customer Satisfaction Surveys and how to encourage responses.

Continue reading

Posted by on in ITIL

Change management doesn't have to be slow and unpopular with the business.

Whenever I look at the tools, processes and metrics that IT organizations implement for their change management processes I see a huge difference between what I think change management is for and what they appear to value.

When I think about change management, I see two distinct purposes:

  1. To facilitate the rate of IT change that the business needs
  2. To protect the business from the adverse impact of IT changes

These two purposes are equally important, and if change management doesn’t do a great job of both of them then it really isn’t being very effective. Most IT departments I work with focus almost exclusively on risk management (protecting the business from adverse impact of change), often causing the speed of change to be so low that it leads to customer dissatisfaction.

Continue reading

Posted by on in Cloud

Migrating to the Cloud

Last week I posted a blog looking at the first 3 essentials steps that you need to take to ensure a successful migration to the cloud. We looked at how to:

  • Map your current environment
  • Consider candidates for migration
  • Search for cloud vendors

Today’s blog post will look at the final 3 steps required to build a workable 6-step plan to guide you through your cloud migration.

Continue reading
SysAid (27)
Events (15)
ITIL (10)
Cloud (6)
BYOD (5)

[/blog]