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Many IT organizations see employee self-service as a ‘knight in shining armor’, ready to solve all their service desk issues in one quick project. However, for many organizations, their investment in self-service...
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If you regularly read my blog you’ll know that I’ve already written a fair bit on the tough nut to crack that is problem management. It’s often something that’s started as part...
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I was recently involved in a discussion about IT services and how to deliver acceptable levels of availability. This discussion was triggered by a failure of the London air traffic control (ATC)...
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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...
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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/Help Desk. This...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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What Is ITIL?

By | May 5, 2015 in ITIL

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