Sarah Lahav Archives

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January 26th, 2023

Why and How 2023 Will Be an Interesting Year for ITSM

Global business operations have changed significantly since 2020. Corporate IT organizations helped deliver this change and accordingly amended their IT service management (ITSM) capabilities. However, much of this was done “on the fly” to ensure business survival, perhaps based on meeting the immediate needs rather than reflecting the required evolution of ITSM to match the...

849 Views

June 23rd, 2022

How an AI-enabled Service Desk Improves Employee Experience

If you work (or have worked) on an IT service desk, you’ll have felt many of the pressures or challenges that IT support teams commonly face. Sometimes perhaps without being fully aware of why there never seems to be “enough hours in the day” to achieve everything that’s asked of your IT service desk. The...

630 Views

December 16th, 2021

ITSM in 2022: The Year of the Employee

The last two years have been transformative for many markets and industries. IT has been pretty much the star of the show, with the acceleration of digital transformation and the urgent need for remote work arrangements. But it’s definitely been a two-way street. Just as IT service management (ITSM) has played an impactful role in...

497 Views

September 2nd, 2021

Why Service Management Needs to Drive Digital Business Operations

The world has changed as a result of the global pandemic. We’ve likely had more digital transformation in the last ten months than we’d seen in the last ten years. Because organizations have needed to have more intra-team and cross-functional working. They needed more and better collaboration. And they’ve needed to do it remotely. These...

Service Management Needs to Drive Work Post-Pandemic

734 Views

July 25th, 2021

How to Convince Senior Management to Move Your Help Desk to the Cloud

If you haven’t convinced senior management to move the help desk to the cloud, don’t fret. The most common objection to new technology is the anticipation of imagined problems. The person who loves physical books fears that an e-reader will ruin the experience. The person who takes calls with a wired headset assumes that a...

962 Views

February 17th, 2021

What Does the Word Service Mean to You?

In light of the global pandemic of 2020-21, many organizations have accelerated their digital transformation initiatives – through the use of enterprise service management. And they are, I’m sure, fully aware of what enterprise service management is. But what about what service is? Think about it. Service. For such a simple word it sure can...

616 Views

December 1st, 2020

2021 ITSM Predictions – It’s All About Digital Enablement

The world is now a very different place to when I sat writing my 2020 ITSM predictions blog last year. We have all been through so much in 2020. How we need to work has changed forever and, surprisingly, potentially for the better. On the one hand, it makes looking into 2021 more difficult, because...

570 Views

September 24th, 2020

How We Won the Tech Cares Award

2020. Not a great year, by any stretch of the imagination. As soon as the pandemic began its cruel spread across the globe, my dedicated management team at SysAid all sat together, on Zoom of course, and planned. What are we going to do to keep our employees safe, and our customers on track towards...

609 Views

April 16th, 2020

Digital Transformation in the Age of COVID-19 and Beyond

For the last few years, both the IT and business worlds seem to have been preoccupied with digital transformation, with it hard to read or listen to anything that didn’t make at least one reference to the need for organizations to digitally transform. Now, unfortunately, the last couple of months have been preoccupied with the...

Digital Transformation in age of COVID-19

762 Views

March 18th, 2020

SysAid CEO’s Open Letter to Customers, as COVID-19 Transforms Our Reality

This post is a copy of an email message sent to all SysAid customers in light of the current COVID-19 pandemic. To our dear SysAid customers, We appreciate your ongoing support and business and we understand that SysAid is critical to the day-to-day operations of your organization. To that end, our commitment to ensuring your...

740 Views

November 5th, 2019

5 ITSM Trends and Predictions for 2020

Wow. It doesn’t seem a year since I wrote my IT service management (ITSM) Trends and Predictions for 2019 blog but I guess time really does fly when you’re having fun. Now it’s time for a similar 2020 blog, with “similar” a very suitable word to use given that much of what changes in ITSM...

587 Views

April 30th, 2019

Is Your IT Service Desk Training Keeping Up with ITSM Industry Changes?

Appropriate and effective training is an important part of ensuring that IT service desk agents are up to the challenges of delivering IT support and meeting the expectations of the people they serve. But how well is IT service desk training matching the current and evolving needs of IT support? This blog takes an in-depth...

1612 Views

October 9th, 2018

3 Key Responsibilities of the IT Help Desk (and How to Meet Them)

For many companies, the IT help desk acts as the face, or the front of house, of the IT organization. It handles employee issues and service requests, while also dealing with most, if not all, of the communications between end users and the IT organization. The help desk is a crucial player in delivering IT...

1429 Views

January 26th, 2023

Why and How 2023 Will Be an Interesting Year for ITSM

965 Views

October 17th, 2017

5 Ways to Improve Your Capacity Management

Capacity management is (or at least should be) a core strategic process of your IT service management (ITSM) practice – as understanding the capacity of each IT service, and the factors affecting capacity of services, is a key element of building appropriate and impactful service level agreements (SLAs). And, in turn, this level of capacity...

962 Views

February 17th, 2021

What Does the Word Service Mean to You?

873 Views

May 9th, 2017

The Emerging Cloud Service Delivery Manager Role

Clouds are services, not products or technologies, so who better to manage them than an IT service manager with a “special set of skills.” Let’s call them Cloud Service Delivery Managers. The type of organization that has heavily invested in IT service management (ITSM) is likely to be the “complicated” kind of IT organization that...

867 Views

April 16th, 2019

5 Tips for Putting Customers First on the IT Service Desk

The IT service desk is an important function within an organization, serving as the face of IT and controlling nearly all the communications between IT and the rest of the business. It’s a real hub of activity and at the center of it all is the requirement to provide a top level of support to...

849 Views

June 23rd, 2022

How an AI-enabled Service Desk Improves Employee Experience

846 Views

March 31st, 2014

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. The Benchmark The average response to Quick Surveys (upon closing tickets) is 8.67%. This figure is alarmingly low, and there are many opinions as to...

829 Views

March 21st, 2017

5 Ways to Better Equip the IT Service Desk for Enterprise IoT

While smart, connected devices in the home such as Amazon’s Echo get much of the media attention around the Internet of Things (IoT), there are many other IoT use cases already in the wild – especially use cases that relate to the improvement of business operations and services. Whether it’s automation, data collection/monitoring, controlling previously...

826 Views

April 19th, 2016

DevOps Success via the Service Desk

If you ask what a service desk is you might get any of these responses: IT operations or IT service management (ITSM) team: “The team we give the responsibility of dealing with IT issues.” And the more cynical among them might add “… but little in terms of knowledge or tools.” Business users: “The people...

801 Views

November 16th, 2016

What’s Essential for an IT Help Desk?

An IT help desk can easily take on a huge range of activities, but if you have limited resources then you must think about the essentials. This is true even if you’d like to grow your help desk over time so that it delivers every capability of a fully featured enterprise service desk; it’s much...

788 Views

January 14th, 2014

IT Benchmarks: Incident Classification Categories

Following on from my last IT Benchmark blog on Customer Access Channels and Improving Service, this time around we are going to look at Incident Classification Categories – their levels of use, the problems they can cause and the benefits of simplifying your classification. The Benchmark According to our figures, on average customers have a...

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