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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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A simple process that is designed with help from the people responsible for the activity can be very valuable, but if your processes are complex and hard to understand then you may...
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“It’s a new dawn. It’s a new day. It’s a new life. For me. And I’m feeling good.” Said no one in IT service management (ITSM) on January 2nd. Okay, some of...
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16 years ago, SysAid was founded to improve the lives of IT professionals. Our original team had spent years on the service desk and lived the challenges that SysAid ventured to solve....
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Welcome back! I hope you read the first part of this blog that looked at what ITIL’s service transition is – across transition planning and support, service asset and configuration management, change...
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Be warned – I’m about to get all ITIL on you as I explain what ITIL's service transition is. A good place to start is that – it’s the phase of the...
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One of my customers was using a very old IT service management (ITSM) tool. It was no longer supported by the vendor, and really didn’t meet their needs, so they asked me...
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