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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.

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Posted by on in Service Desk

Consider the concept of shift left in ITSM

When looking at ways to improve your IT support and service desk, it’s always useful to take a look at what managed service providers (MSPs) are doing, since their entire business is based on successful and efficient service delivery – so they will always have some good ideas to consider.

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Posted by on in Cloud

Evolution and How to Keep IT from Going Extinct

When I hear about Shadow IT and comments that the IT department will soon be dead, here are a few ITSM panicking thoughts I've heard so far:

  • Cloud computing is destroying the data center.
  • IT as we know it is going away.
  • Save yourself and change careers now! Perhaps an exciting job in exotic bird grooming?

Now that the panic is over, I want to reiterate what I’ve stated many times before – IT service management (ITSM) will never go away. After all, a service can have several means to deliver value. As long as expected outcomes are being produced with little to no risk, it doesn’t matter if the technology is in a private datacenter or being hosted by Amazon. With that in mind, here’s a survival guide on how not only to survive, but what to do to excel in the new way of IT.

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Posted by on in Cloud

The Cloud Behind the Curtain - Why ITSM Matters

I’ve enjoyed working in the technology field for well over a decade. Either working on the service desk, in the process arena with incident management, or as a developer building creative solutions, I’ve always felt that the overall goal of IT was to make everything for customers as easy and seamless as possible. Mobile devices, virtual desktops, IP phones – all things that are designed to allow a person to connect with their workplace and perform their job from almost anywhere with any device they find preferable. For the better part of my IT career, these things have always been supported by the system administrators, developers and engineers living behind a mysterious technology curtain, existing for the purpose of getting people to ignore the technology and focus on how to best use a solution.

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Posted by on in ITIL

Clearing Up the Myths of CMDB

"You can't achieve value from your investment in IT service management (ITSM) – ITIL processes, training and tools - if you haven't got a fully functional integrated, single-source of truth Configuration Management Database (CMDB)." This has long been trumpeted out at meetings and events, generally (although not always) by people who have no idea what this is or how to achieve it.

If there's one element that has been used (deliberately or otherwise) to slow down and scupper ITSM projects then it's been this – the impenetrable world of CMDB, or Configuration Management System (CMS), which is part of Service Asset and Configuration Management (SACM).

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Posted by on in Events

SysAid at the Annual itSMF Australia Conference and Exhibition (LEADit)

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 IT professionals, the amazing presenter line up of IT service management (ITSM) speakers, the first-class entertainment, and the penguin, made this a truly unrivalled event. A huge thank you to the remarkable team at itSMF Australia, we had a blast.

From speaking with delegates at our booth (when Joe The IT Guy let people step away from him and the camera that is) and also managing to catch a couple of presentations ourselves, it seemed to be that the main theme running throughout the conference was “Attitude, Behaviour and Culture” aka The ABC of IT – aka the human aspect of ITSM and service delivery. Essentially we have to remember that IT isn’t about the technology (yes you did just hear a technology provider say that), it’s about the business and it’s about people.

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Posted by on in ITIL

Incremental improvements is perfect for ITSM

I know that the question “How long should an ITSM project take?” is going to get an answer of “It depends on what you’re trying to achieve”, but stay with me a while and see if you agree with my view on this.

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Posted by on in Service Desk

4 Things You Need to Know About IT Maturity Assessments

IT maturity assessments come in many shapes and sizes. Some are broad and look at a large number of areas, like strategy, culture, governance, people, skills, transparency, risk management, security, processes, asset management, customer satisfaction and supplier management. Others are deep, looking in detail at how your organisation aligns to a best practice framework, like ITIL or COBIT. Either way, an IT maturity assessment is designed to benchmark your current IT capabilities against a fixed scale. It will give you a baseline – a snapshot of where you are now – from which you can plan a roadmap for improvement. An IT maturity assessment tool can be a valuable tool, but some planning is needed to make sure you get value from your effort - so here are some of the things you should be aware of...

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Posted by on in SysAid

It's 14.4 O'Clock in the Cloud

I can't believe how fast time flies. It's been only a few weeks since our last release and already our next Cloud release is about to be launched. SysAid 14.4 is packed with really great features for all of you to enjoy, and of course several more fixes and improvements.

I’ll guide you through some of my personal favorites.

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Posted by on in Service Desk

Whip IT Service Management into Business Development Service Management

Why do I keep reading such statements as “get rid of IT from ITSM?” Is it that Service Management simply needs to get out of the IT world? I can get that—we want to try and project the belief that IT has been growing its involvement with the business. In fact, there are the ongoing debates on whether IT will survive the next 10 years, if it'll take over the business, or if regular users will become so technically adept, that the business will eventually do away with IT. Since I'm not an astrologer, I can't predict what's going to happen in the next decade, although if I had to guess, I’d say not much will really change and all of this talk is mostly hot air. But I do have an issue with just stating "get rid of IT from ITSM," and the issue is simple.

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Posted by on in Service Desk

Advice for Improving Customer Satisfaction on the IT Help Desk

“The customer is always right,” right?

Whether that old adage is true is irrelevant.  But there is another saying that should be plastered on the walls of every IT help desk:

The Customer is Always the Customer.

And, as a customer, each is entitled to polite service, accurate information, and timely resolution of any issues. The following tips for IT help desks will help you improve customer satisfaction levels.

Remember that ITSM is not just about the technology; ITSM is about people. Staffing a help desk with people who are both technically savvy and customer-centered is a fundamental building block of a successful IT help desk.

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