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Hanan Baranes

Hanan Baranes

Former VP Professional Services at SysAid and current VP Global Services, with over 15 years’ experience in R&D and project management. Hanan’s known as the go-to guy for any complicated customer issue as he always knows how to tweak the system with his very special magic. Outside of SysAid, Hanan’s love and energy is focused at his amazing wife and kids, tennis, and soccer (always routing for Real Madrid).
 

In ITIL v3, event management is defined as “the process that monitors all events that occur through the IT infrastructure. It allows for normal operation and also detects and escalates exception conditions.”...
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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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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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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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