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ITIL 4 Foundation was released in February this year. This new version of the leading best practice framework for IT service management (ITSM) introduced a number of new concepts. You can read...
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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...
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ITIL 4’s continual improvement management practice – remember, it was continual service improvement (CSI) in ITIL v3 – is a recurring organizational activity performed at all levels to ensure that an organization’s...
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We – the proud members of the IT service management (ITSM) community – often think of IT service desk performance in terms of efficiency and effectiveness. We’ve metrics that quantify how quickly...
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The guiding principles are one of the most useful and practical parts of ITIL 4. If you share these principles with all your people, and use them when you’re making decisions, then...
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We did it! But, not alone, only with our customers. SysAid collaborated with many customers around the world to get their input on the new UI. We did this because we value...
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I delivered a webinar about ITIL 4 on 6th March.  The webinar was titled How ITIL 4 can help you get closer to your customers, and it included lots of stories to...
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In the words of The Scarecrow in The Wizard of Oz: “If I only had a brain.” In some ways this describes the role of knowledge management in companies as a whole,...
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IT organizations have long been driven by the need to optimize. Whether it’s because of competition, changes in the marketplace, new technologies or methodologies, regulatory compliance, or an acquisition, de-acquisition, or merger...
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This year sees the publication of a new version of ITIL, the world’s leading best practice for IT service management (ITSM). The rollout of ITIL 4 will come in sections. In this...
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It’s no longer enough for IT service providers – whether internal or outsourced – to just be reliable. Instead, they need to be agile and scalable – ensuring they’re flexible enough to...
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We’ve got our hoverboards ready here at SysAid because we are on our way to Pink19! Hoverboards? Wait. What? That’s right, if you haven’t already heard, the theme this year at Pink19...
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Okay, so you’ve finally realized that while your IT organization “does problem management,” it doesn’t really do problem management. Are you with me? If you are, then I’m writing this blog to...
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When it comes to ITSM at your company, are people just ‘going through’ the motions? Do your teams just do the minimum work that is required, and even then, not all that...
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