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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

ITSM/service desk solution in hospital healthcare

Over the last few weeks I had the opportunity to speak with several customers in various industries about the exciting and quirky ways that they’re using SysAid’s ITSM solution in the field. I’m truly amazed at the myriad of ways in which they have implemented their service desks – from Australian emergency services to Italian fashion designers; from elite U.S. universities to Irish hospital networks.

I was fortunate enough to talk with Andrina O’Neill (pictured above), Senior Systems & UC Engineer/Service Desk Supervisor at St. Patrick’s Mental Health Services – Ireland’s largest independent provider of mental health services for adults and adolescents. Andrina is based at the organization’s main campus – St. Patrick’s University Hospital (associated with Trinity College). She is the pioneer IT professional who was brought into the hospital six years ago to assist in revamping the existing ineffective service desk in order to provide better quality IT services. Coming from a background of IT in the corporate sector, Andrina experienced a professional and mental shift upon entering this not-for-profit hospital environment.

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Posted by on in Service Desk

Information technology, service desk, help desk - what's your business?

Think Nike is in the athletic shoes and apparel business? Not on your life.

“Nike sells shoes but it’s not in the shoe-selling business. It’s in the business of selling emotion and aspiration. Nike sells achievement, Nike sells perseverance and Nike sells Victory.“ (Brandstories.net)

If you ask most IT people what business they're in, their answer will invariably focus on “technology”.  But are we actually in the technology business, or something more fundamental (like enabling business outcomes)?

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Posted by on in Events

IT transformation in ITSM

We talk a lot about transformation in IT.

That the changing IT landscape is causing us to evaluate and ultimately adopt new technologies. Or at the other end of the spectrum, that business transformation is driving the need for new, and more, IT services to support new business and new business models. 2014 was definitely a year filled with “digital business” talk, with the associated opportunity (for either glory or failure) available to corporate IT organizations.

At a high level, most corporate IT organizations are up-to-speed with the need for both IT transformation per se, and that business transformation is also driving the need for IT transformation. But IT transformation is ultimately organizational change – changing the people and process as well as the technology. And when we start to talk about organizational change within the IT organization, it can start to seem scary, or scarier, given that the people part of the ITIL-espoused “people, process, product, and partners” (formerly people, process, and technology) can be a significant barrier to change. At best, it’s a banana skin waiting to be slipped on.

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Posted by on in Service Desk

ITSM and service desk pearls of wisdom

There’s no law that says different IT service management (ITSM) solution vendors can’t play well together. In fact some of my favorite people work for the competition, or used to.

Last year I spoke with some lovely ITSM people, gainfully employed by SysAid’s competitors:

I’m beginning to think that undertaking a blog interview with yours truly might be the ITSM vendor kiss of death.

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Posted by on in ITIL

Defining Metrics for the Service Desk

I have written a number of blogs about metrics and Key Performance Indicators (KPIs) recently, each focussing on a different area of IT service management. These blogs were very popular — this is clearly an area where lots of people are looking for help. Here are some links in case you’ve missed any of them.

One response I got to the earlier blogs was “What about the service desk?” so here are my thoughts on how you could set about defining metrics for your service desk.

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Posted by on in ITIL

ITSM Basics: A Simple Introduction to Incident Management

Don’t tell anyone but for some reason I can post to the SysAid blog now... and to start I want to provide a simple introduction to incident management. Humble is what I do best. Oh, and I’d better be on my best behavior. So I’ll quickly cover:

  • What incident management is
  • Major incidents and service requests
  • The objectives of incident management
  • The “incident lifecycle”
  • The benefits of incident management

If you read my blog, then you know I refer to ITIL quite a bit (you might think too much) but you can quite easily use your own self-created process and activities or look to alternative sources of advice such as ISO/IEC 20000, ISACA’s COBIT, USMBOK, or Microsoft’s MOF.

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Posted by on in ITIL

The Service Desk and Relationship Management: All You Need Is Love

“Hi, just calling to say everything is working great today!” said no Service Desk caller. Ever.

Like it or not, your customers have a relationship with IT. Sometimes good; sometimes bad.  They are built over time, one interaction at a time. The truth is, every call to the Service Desk either builds it up or tears it down.

In reality, we are all Relationship Managers, and everything we do affects those relationships.

Researchers have identified universal factors that shape all relationships. Successful Service Desks apply these principles of human behavior to relationship management.

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Posted by on in ITIL

15 ITSM Tips for 2015

In my blog last week, I recommended 6 tips that you might like to consider as New Year’s Resolutions. They were all about things you can do for your IT organization. This week, I would like to continue with 9 more tips (making a convenient 15 for 2015!) that deal with things you can do for yourself, for your own professional development, and to help protect valuable information.

Here we go -

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Posted by on in ITIL

15 ITSM Tips for 2015

As 2014 draws to a close I’ve started to think about what’s going to be important for IT service management (ITSM) professionals in 2015. Here are 15 tips that you might like to consider as New Year’s Resolutions for 2015. Some of these tips are focussed on improving IT service management or information security management to help your IT organization, and others will help with your personal development as an IT professional, but all of them will help to improve how you deliver IT services to your customers in 2015.

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Posted by on in SysAid

2014 ITSM Content in 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 IT service management (ITSM) community on a global level.

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