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Seems like everybody's talking about Service Level Agreements these days. What's the big deal? Can't we just deliver good service, and not waste all this time with Service Level Agreements? Not if...
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Last week we attended the Service Desk and IT Support Show (SITS) in London, and by far the best thing about the entire event was getting to catch up with so many...
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Well I’m finally back in the real world after the whirlwind experience that was the Service Desk and IT Support Show in London (SITS14) last week in London. Whilst it wasn’t the...
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Did you know that the recruitment of skilled labor in specialized areas like information technology has become highly competitive? According to a recent CareerBuilder study, IT is one of the fastest-growing and...
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My customers ask me this question all the time – what is SysAid’s SLA? Up until recently my answer was always, “We don't have an official SLA but we strive to reply...
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Look out baby boomers, the millennial generation is taking over the workforce. In fact, millennials will make up 75 percent of the global workforce by 2025. These are the individuals born between...
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IT Asset Management (ITAM) is the discipline of managing IT assets throughout their lifecycle. If IT Service Management (ITSM) is primarily concerned with efficient delivery of services, then ITAM is primarily concerned...
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The last few days have been all about the OpenSSL Heartbleed vulnerability, officially called CVE-2014-0160. Many of you surely heard about it, read about it, and talked about it, but did you...
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It’s nearly that time of year again. Time to head to the annual IT service desk and support show (SITS) in London (29th-30th April), and we couldn’t be more excited. It’s not...
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The long hours and back pains notwithstanding, I have to say that HDI 2014 was a magnificent conference with terrific content, amazing folks, and a whole lot of fun and laughs along...
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We're back again in the States, this time in the land of ultimate magic, Orlando, Florida, for the annual HDI Conference. Here’s our first blog from the event, after experiencing a fantastic...
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Following on from my last IT Benchmark blog on Knowledge Management and Reuse, this time around we are going to look at Customer Satisfaction Surveys and how to encourage responses. The Benchmark...
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Whenever I look at the tools, processes and metrics that IT organizations implement for their change management processes I see a huge difference between what I think change management is for and...
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Last week I posted a blog looking at the first 3 essentials steps that you need to take to ensure a successful migration to the cloud. We looked at how to: Map...
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