Dena Wieder-Freiden Archives

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July 29th, 2021

So, Your Organization Doesn’t Need Digital Workflows?

How old is your organization? A decade? Multiple decades? Perhaps over one hundred years old? And how old are its practices and processes? Or asked another way, how successfully has it employed technology in improving its business operations and outcomes? And not just its customer-touching business operations but also the operations within its many back-office...

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May 20th, 2021

Why Automation Is the Cornerstone of Your IT Strategy

From incremental improvements to digital transformation, these are the foundations for IT strategy success, and today's automation capabilities deliver on both. Here this blog explores.

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February 25th, 2021

6 Tips to Stay Motivated on the Service Desk

Before the infamous year that was 2020, working on an IT service desk was sometimes a thankless job. Then a global pandemic started, and IT service desks became (almost) as important as our frontline healthcare workers. IT had to ensure that employees were able to continue to keep working outside of the office. And they’ve...

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June 30th, 2020

How to Sell the Value of a Self-Service Portal to Employees

A self-service portal can offer a wealth of benefits to organizations and their employees – whether it’s specific for IT or used by other business functions like HR, facilities, finance, legal, procurement, or other internal service providers. You probably already know the benefits, for example self-service is a cheaper and swifter support channel for employees....

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March 17th, 2020

5 Best Practices for Working from Home

It’s the middle of March 2020, and life seems gloomy. Unless you’re living under a rock, you know that the entire world is experiencing a pandemic called Covid-19, or coronavirus. But I don’t want to speak about the alt-reality and despair. Instead, I want to offer some advice to make us feel good, comfortable, and...

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September 10th, 2019

5 Top Soft Skills for IT Service Desk Agents (and Why They’re Important)

The digital age is upon us and it’s changing the way we work. This is true for many roles, in particular those with heavily repetitive manual processes that are now being replaced by automation and artificial intelligence (AI) technologies. One such role is that of the IT service desk agent who would traditionally spend the...

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November 27th, 2018

What Do We Want from ITIL 4? The ITSM Industry Speaks

Update since publication: The latest version of ITIL – ITIL 4 – was released on Monday 18th February. To find out what is actually covered in the latest version, along with what has changed, please read this blog by ITIL 4 author Stuart Rance. If you’ve been waiting for a new version of ITIL, then...

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October 2nd, 2018

DNA of IT Support – Everything You Need to Know

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? Either way, you probably want to understand more about how the roles/people in IT help desks (or service desks), and the wider support...

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August 21st, 2018

5 Ways to Reduce Telephone Calls to Your IT Help Desk

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 pressure on their agents – while ensuring that quality support is provided to end users/customers. As you certainly already know, telephone calls are...

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May 15th, 2018

10 Skills and Capabilities Required of a 2020 ITSM Professional

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 experience of 20 IT service management (ITSM)-industry influencers to predict where the ITSM professional role is heading over the next few...

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March 28th, 2018

Change, ITSM Tool, Robot, Metrics, and Cloud Learnings from SDI

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 desk knowledge-sharing it was. I’ll definitely go to SDI19 if allowed the time. There was some great content available – with the usual...

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March 13th, 2018

5 Tips for IT to Better Manage the Customer Experience

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 consumer-world equivalents. Failing to do so only increases the potential for employee discontent with corporate IT services and support. The terms “customer experience”...

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July 1st, 2013

Release Preview: SysAid’s Fresh User Interface!

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 one year ago. Our Chief Product Designer, Maurice Hason, writes all about the process here. So many customers on Facebook and Twitter have...

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February 25th, 2021

6 Tips to Stay Motivated on the Service Desk

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December 30th, 2014

2014 in (Content) Review

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 would be applicable not only to SysAid customers, but to all IT professionals too. Our aim was to bring true value to the...

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June 30th, 2020

How to Sell the Value of a Self-Service Portal to Employees

954 Views

September 10th, 2019

5 Top Soft Skills for IT Service Desk Agents (and Why They’re Important)

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October 18th, 2016

Users, Customers – What’s in a Name?

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 rose by any other name would smell as sweet.” Sadly, as our Shakespearean heroes discover in their tragic demise, human society does indeed...

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May 15th, 2018

10 Skills and Capabilities Required of a 2020 ITSM Professional

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February 14th, 2017

Is the Term “Service Desk” Merely an ITSM Marketing Coup?

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 include: IT help desk Service desk IT support Support center Technical services/technical services center Technical support (center) Technical customer support Level 1 support...

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August 21st, 2018

5 Ways to Reduce Telephone Calls to Your IT Help Desk

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August 29th, 2017

Is it Time to Reconsider the IT Support Walk-Up Channel?

“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 someone you knew, but a far quicker way of getting speedy help was to walk into the IT work area. Before companies had...

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March 17th, 2020

5 Best Practices for Working from Home

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December 16th, 2015

What’s the Future of Corporate IT and ITSM?

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 questions about the future of IT: Where do you see the corporate IT department in five years’ time? With the consumerization of IT...

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