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I know that the question “How long should an ITSM project take?” is going to get an answer of “It depends on what you’re trying to achieve”, but stay with me a...
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IT maturity assessments come in many shapes and sizes. Some are broad and look at a large number of areas, like strategy, culture, governance, people, skills, transparency, risk management, security, processes, asset...
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I can't believe how fast time flies. It's been only a few weeks since our last release and already our next Cloud release is about to be launched. SysAid 14.4 is packed...
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Why do I keep reading such statements as “get rid of IT from ITSM?” Is it that Service Management simply needs to get out of the IT world? I can get that—we...
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“The customer is always right,” right? Whether that old adage is true is irrelevant.  But there is another saying that should be plastered on the walls of every IT help desk: The...
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Before you click play, imagine a world where IT professionals do not exist. Throughout the year we stand by all of you amazing IT people. We appreciate everything you’ve done in the...
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When I ask people how they acquire the knowledge they need to do their jobs they describe a huge variety of approaches that work for them, including working with other people, attending...
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A service catalogue offered as a self-service facility can bring a number of benefits to both the IT organization and their customers. For example, it can provide IT with an opportunity to...
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For me, one of the greatest things about introducing new features in new releases is the fact that they get even better - and it’s all because of YOU! SysAid 14.3 is...
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The less complaints from customers, the better, right? Well, not exactly. When it comes to customer service many companies believe that receiving fewer complaints means their customers are indeed happy. However, research...
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We're very excited – because SysAid has further upped its commitment to exceptional customer service. We've made some structural changes to enhance the way in which we deliver support – splitting general...
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Quick word association. I say “Customer Service” and you say.... No wait time High 1st call resolution Rapid issue resolution and service delivery Friendly, knowledgeable support staff All good stuff, to be...
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We're celebrating our successes of 2014 with the initiative "The IT Log," a video collaboration challenging IT professionals to show the world what they really do. The IT Log invites all IT...
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Your Chief Financial Officer (CFO) is responsible for the financial health and prosperity of the company. In very simple terms, the future of the company depends on more income and outgoings. These...
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