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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

Service desks in academic institutions

Georgetown University Law Center is home to high-profile professors who have served for the U.S. Supreme Court as well as graduate students streaming in from 67 countries. Situated just a few blocks from DC's Capitol Hill, Georgetown Law is a bustling hub for law-making and academia. Recently, I had the opportunity to ask the university’s Tier 3 Senior Technician, Dustin Nigro, about his insights into managing the service desk for a prominent educational institution.

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Posted by on in ITIL

ITIL's service desk Ps

The corporate IT service desk gets a lot of criticism. More specifically, service desk agents get a lot of criticism. They often get accused of using their service desk role as a stepping stone to "a better IT job." They are commonly chastised for following scripts, even when the scripts are completely inappropriate (but are the best they have under the circumstances).

On a more personal level, they are often treated as a herd rather than individuals; tar brushed with generalizations such as having poor interpersonal and customer service skills. On the upside though, they are assumed to know more about IT than most.

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Posted by on in SysAid

Service desk operations with barcode add-on

I’m delighted to announce that we’ve added a new mobile asset management add-on and application (on iOS), which provides barcode scanning, audit, and reporting capabilities to the SysAid Service Desk. This is available as an add-on to our Configuration Management Database (CMDB).

The add-on (which has been driven by SysAid customers), will help those facing challenges such as:

  • Loss of assets
  • The inability to track inventory, including checking out and in scenarios
  • Limited auditing and reporting capabilities
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Posted by on in ITIL

Using Theory of Constraints in ITSM

I’ve written about continual service improvement (CSI) before. If you haven’t read my previous articles then you might like to look at Continual Service Improvement (CSI) - The Most Important Service Management Process and The Help You Need to Adopt Continual Service Improvement. These will give you some background on what CSI is, and how you can get started.

Theory of Constraints (TOC) is a set of “thinking tools” that were developed by Eliyahu Goldratt. TOC was popularised in a novel called The Goal, which described how TOC solved a range of problems at a fictional manufacturing plant. I can’t describe the various TOC tools in detail in this blog, but I will try to show how some of the TOC tools can make a significant contribution to your CSI efforts.

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Posted by on in Events

The ITSM (Service Desk and IT Support) Show

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 and delivered IT service management (ITSM) event.

We are all hopefully back at work now but what did we learn? Or for those that didn’t attend did they learn anything from the event’s Twitter stream (#SITS15)? I hope we and they did, but just in case I have pulled together some sage advice from the sessions I attended and the Twitter stream.

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Posted by on in SysAid

SysAid's new service desk release

I have a confession to make: for me, the most exciting times, in the realm of my job, which I have the privilege to take part in, are the official releases of SysAid. Even today, after orchestrating over a dozen On-Premise official releases, I still get the same excitement and butterflies in my stomach….

I am writing this blog after finalizing a great beta with our Pathfinders who helped test and fine-tune this release so it will be optimized for all of you.

The content of this release is especially focused on your requests. 100% of the enhancements and fixes came directly from all of you — our customers. We always put resources on issues and challenges you raise to us; this time we put all of our resources on your issues.

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Posted by on in ITIL

Change Management process

You know those awkward conversations that start with “we need to talk”? Well, it’s time. We need to talk.

About ‘change management’.

Ever see someone endorsed for ‘change management’ on professional networking sites, and wondered what kind of change management?  Ever thought, “wait, they don’t know anything about IT Service Management”?

There seems to be a fair amount of confusion around  the term ‘change management’.

Most of us IT service management folks think of IT change management, emphasis on the ‘IT’.

Project managers think of changes in the scope or definition of a project - change management being the formal process to review and approve material changes to the project scope, schedule, or resources.

Yet another is organizational management of change, frequently known as ‘change management’. This change management has to do with the people aspects of changes in an organization, and is sometimes used interchangeably with ‘transition’.

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Posted by on in SysAid

ITSM solution based on customer feedback

A warm hello to all readers. I'm Danny, and some of you may already know me as the Technical Community Manager over in the SysAid Community. Over the past couple of weeks I’ve been managing the beta phase of the SysAid 15.2 On-Premise release with our instrumental set of Pathfinders.

Our focus, as with any Beta, was to collect as much customer feedback as possible regarding improvements and feature requests, and to make SysAid harder, better, faster, stronger! As part of 15.2, we made a wide range of improvements and tweaks, whilst implementing many sought-after features, such as third-party integrations [FR #15910], the ability to decide your own ticket prefix [FR #14042], being able to update agent settings directly from the Asset List without uninstalling and reinstalling the agent [FR #16189], and many many more – in total over 100 new enhancements (fresh features and multiple improvements).

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Posted by on in Events

ITSM Show - The Greatest Show on Earth

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 and IT Support Show) is as intense as ever. After all, it’s one of the biggest ITSM events in the world (as what happens in Vegas stays in Vegas, we’ll just completely ignore that big shiny Knowledge thing), so what’s there not to be excited about?!

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Posted by on in ITIL

COBIT 5 plays well with ITIL

Are you looking for an overarching IT framework that is compatible with other IT standards and approaches?  Do you need help in building the business case to justify investments in IT service management and IT governance?   Are you looking for a way to have the governance of IT considered as part of overall governance of the enterprise?  Then let me introduce you to COBIT®!

Since its introduction in 2012, COBIT 5 reflects the evolution of COBIT from an audit and control approach to an overarching governance and service management framework.  Let’s take a closer look at COBIT and the benefits that COBIT can provide for an organization.

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