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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 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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Posted by on in ITIL

If I type “What is IT” into my favourite search engine then the suggestion “What is ITIL” appears near the top of the list of suggestions, so I guess lots of people must be asking this question.

What is ITIL?

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Posted by on in ITIL

Seven R’s trigger ITIL’s change evaluation process

The 2011 version of ITIL introduced the lesser known change evaluation process. It’s a great addition, and I haven’t seen a lot written about it.

The first thing to know is not every change requires a formal change evaluation. It’s intended to be used primarily for major changes, where the complexity and scope of the change warrants careful and formalized evaluation.

Change evaluation comes with its own Seven R's - a handy same-letter list that’s easy to remember, and can help make sure we’ve explored the most common sources of issues with proposed changes.

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Posted by on in ITIL

Software Asset Management (SAM) is also part of IT

So you’re the “go to” guy or gal within IT, and IT service management (ITSM) has been your life for the last five years.  You can soak up ITIL and ISO 20000, and your team is well versed in the nuances of ITSM and how that has been moulded within IT to deliver great service to the rest of the business.  And then someone says to you “What about Software Asset Management (SAM)”?

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Posted by on in ITIL

ITSM-business alignment

Good business-IT alignment (please note that I use this well-known and oft-used phrase reluctantly as IT is part of the business) relies on two things: doing the right thing and doing things right. Without both of these, what IT does will never live up to what business colleagues and stakeholders need and expect; where:

  • Doing the right things” means executing IT initiatives that support business strategy.
  • Doing things right” means executing these initiatives in a way that delivers the proposed value within the required timescale and cost constraints.
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Posted by on in Service Desk

Categorizing incidents in your service desk

Recently a customer asked me how many different categories they should have for managing incidents. They seemed to think that, like a magician, I could pull an “ideal” number of incident categories out of a hat, and that they could somehow compare themselves to this to see if they had the right number. I gave them the typical consultant’s answer of “it depends”, because there really isn’t any right answer to this question. If you only have 3 or 4 categories then you are almost certainly doing something wrong, but if you have more than 1,000 categories then you probably have it wrong in the other direction. Between these extremes it really does depend on the scope of your service desk and what you’re using the categories for.

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Posted by on in ITIL

.itSMF Conference workshop

I recently attended itSMF Norway 15 Conference. What an incredible experience with some of the most dedicated people in IT service management!

I had the privilege of being one of the Service Bazaar workshop leaders. My session was How to Mature a Basic Change Management Process. The format was groups of up to 8 attendees in each of three 90-minute workshops.

Each group had industry leaders (including ITIL book authors) and beginner practitioners side-by-side. The sessions were lively to say the least, and everyone learned something. Me? I got a triple dose, and learned the most.

This blog isn’t a traditional How-To, but rather a summary of some gems that came out of my three workshop sessions. Note that while the sessions focused on maturing Change Management, what we learned applies to any process.

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Posted by on in Service Desk

.ITSM communications is a two-way process

How many times does the word ‘communications’ get mentioned as an issue in your organization (and we’re not referring to networks and routers)?

The basic human function of communicating information accurately and appropriately between people seems to pop up regularly as the reason for failure, the stumbling block, the broken link in the supply chain, and generally as the barrier to success.

Often the term ‘communications’ is used to cover a multitude of issues, from lack of information, to too much information, plus of course inappropriate information. Usually, however, this comes down to the extent to which individuals are aware of their own communications actions (or lack of them) and how this is received or experienced by others. Often it’s about misunderstandings, or in some cases personality clashes – i.e. when people don’t get on with each other.

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