SysAid Blog

Blog Home
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.

Recent blog posts

Posted by on in Cloud

Cloud Terminology

The cloud is now ten years old, if you view Amazon Web Services (AWS) as kicking off the cloud industry with its inaugural EC2, S3, and SQS services back in 2006. It’s an industry, and IT offering, which has been through the proverbial hype-cycle to become a mainstream IT solution that’s now used and accepted by enterprises of all sizes, and in all industries, around the world.

However, the general public’s understanding of cloud doesn’t tally with the maturity of the cloud. A recent US survey revealed that half of Americans think that cloud computing is affected by the weather (and this was before Google data centers were hit by lightning). In Australia, a quarter of active cloud users didn’t know they were using the cloud. This is okay though as one of the benefits of cloud is hiding the complexity of the IT.

Continue reading

Posted by on in ITIL

Value in your IT job

We all like to believe we are doing a good job. We all take pride in our achievements. But sometimes those of us who work in IT focus on the wrong things, particularly when the successful completion of technical tasks can be so satisfying that it takes on a life of its own.  Clearly, we must be technically proficient.  But it may be less obvious that technical proficiency is simply NOT enough. Unless we focus on creating value for our customers, whatever we do simply won’t be good enough.

Continue reading

Posted by on in Service Desk

DevOps with Your 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 who can help us with our IT issues … some of the time.”
  • Development: “A worthless and unskilled part of IT.”

Okay the last one might be over-the-top cynical but the service desk can struggle to be valued outside of IT operations.

Continue reading

Posted by on in Service Desk

ITSM Self-Services

Today’s tech-savvy customers are taking their consumer-world IT issues into their own hands, with customers now looking online for answers in preference to calling or emailing the supplier to help them to fix the issue. Welcome to the era of the self-service-empowered customer!

And self-service adoption continues to grow. Forrester Research has stated that self-service usage has increased from 67% in 2012 to 76% in 2014; and, according to a 2011 Gartner prediction, by 2020 the customer will manage 85% of the relationship with an enterprise without interacting with a human. It was a bold prediction and we might not fully make it but we probably won’t be too far off as consumer-world self-service continues to gain traction.

But how is employee self-service being encouraged within organizations, especially IT self-service?

Continue reading

Posted by on in Events

ITSM time for HDI16

So Pink16 is done and dusted, and it’s already time for the second of the year’s IT service management (ITSM) industry’s “grand slam” events – HDI. Alas, I’ll be missing out on this one too, but it doesn’t stop me from dreaming about who I’d like to hear speak if I were there.

My far-more-famous colleague Joe the IT Guy will be at HDI 2016, and no doubt he will be using my session suggestions for his post-HDI blog – some guys definitely have all the luck!

Continue reading

Posted by on in ITIL

RFPs in ITSM tool selection

As Joe the IT Guy said in his recent HDI blog on selecting a new IT service management (ITSM) tool – “Selecting any new technology is a serious matter.” In particular, there’s little fun to be had with the request for proposal (RFP) process, for all the involved parties. And, having been involved with RFPs on both sides of the seller-buyer divide, I can tell you that RFPs are never fun, but even more worryingly, they can also be dangerous.

You might be thinking “Dangerous? Really?” So consider one of my favorite, and most oft-used, ITSM tool selection statements – “If you ask the wrong questions then you’ll get the wrong answer.” In my opinion, we continue to see a never-ending series of “wrong answers,” i.e. less than successful ITSM tool implementations, that has industry analysts stating that ITSM tools are, on average, replaced every “n” years (where n is usually between 3-5 years depending on the analyst firm).

Continue reading

Posted by on in ITIL

ITSM maturity assessment

As an IT service management (ITSM) consultant, customers sometimes start by asking me to carry out a maturity assessment. They usually tell me that they want to know how they compare to other similar organizations, and how they rate against an industry approved scale. 

There’s nothing wrong with that, is there?

When I was less experienced I assumed that my customers understood what they were asking for, and knew why they wanted it, and my job was simply to carry out the assessment that had been requested. I even developed tools to help me deliver consistent maturity assessments based on the ITIL service management process maturity framework, which can be found in Appendix H of ITIL Service Design, 2011 edition. But I know better now. I have learned to ask more searching questions, so that I understand what my customers’ real goals are, and then provide a properly focused assessment that will help to solve their problems.

Continue reading

Posted by on in Service Desk

Working in IT

Working in IT can be difficult at the best of times, with operational and organizational change often a particularly difficult “nut to crack.” We can, of course, use proven methodologies and techniques, such as those by Lewin and Kotter for organizational change or PRINCE2 and Agile for project management and development, but sometimes there is a very-human “spanner thrown in the works” – that of “undermining behavior.” And of course this does not only happen in times of change, and it does not only happen in IT, but when it does happen, it is wise to understand how to spot it and then how to deal with it.

This blog relates to a personal experience with undermining behavior and offers advice for dealing with it. IT is ultimately about people working together effectively and any such barriers to success need to be prevented wherever possible.

Continue reading

Posted by on in ITIL

Service catalog Q&A

Recently I presented a webinar on getting started with service catalog. It's a topic that comes up often because getting started can be harder than it looks – especially without the support of a full IT service management (ITSM) program. If you know you need a service catalog but aren’t sure where to get started, the webinar offers a practical approach to get you up and going with a basic service catalog.

Some of the common challenges that organizations face when trying to build the service catalog are:

Continue reading

Posted by on in Service Desk

Service desk motivation

Working on an IT service desk can be a thankless task at times. There’s a reason why it’s generally accepted that there is often a finite shelf life for people in the service desk agent role. If your IT service desk is of the “log it and flog it” variety, where the ticket is logged and transferred to a specific resolution group if it isn't a super-easy fix, it can feel like you are working in a never ending loop

Feeling enslaved to your telephone and computer can be dreadful. It can be a serious drain on morale, with a direct impact on how motivated you are to do your job. Then there are the irate end users – unhappy either that their IT isn’t as it should be or because they aren’t being treated with the importance that they think they deserve.

Continue reading
ITIL (51)
SysAid (36)
Events (32)
Cloud (9)
BYOD (7)
 
[/blog] [agent=Mozilla/5.0 (Windows NT 6.1; WOW64; Trident/7.0; rv:11.0) like Gecko agent=Mozilla/5.0 (Windows NT 6.1; WOW64; Trident/7.0; rv:11.0) like Gecko baseURL=/blog url=/blog articleId= strpos=blog] substr=blog loc=