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Sarah Lahav

Sarah Lahav

As the company’s 1st employee, Sarah has remained the vital link between SysAid Technologies and its customers since 2003. Current CEO, former VP Customer Relations. Always passionate about customer service! Mother of two adorable young boys and a baby girl...juggles work, family, and zumba classes with ease.
 

For many companies, the IT help desk acts as the face, or the front of house, of the IT organization. It handles employee issues and service requests, while also dealing with most,...
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Getting a job on a corporate IT service desk is a great idea if you want a career in IT. The IT service desk is a common entry-level role into the IT...
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Recognizing and rewarding the performance of your IT service desk agents is of paramount importance. Why? Because an IT service desk can be a tough place to work – the negativity of...
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IT self-service continues to be an in-vogue capability for overstretched IT support organizations and a key IT service management (ITSM) area of interest. But how much difference will the introduction of self-service...
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Business continuity – the art of keeping the business in business – is nothing new. But how is business continuity affected by newer approaches to IT management such as Agile and DevOps?...
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Is 2018 the year that service management emerges from the back room and is seen as a strategic business asset? Traditionally, service management has been viewed as “something that IT does.” Or...
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Speaking in front of large groups of people, whether at IT service management (ITSM) conferences or elsewhere, isn’t a natural thing. It’s definitely an acquired skill with multiple facets – from being...
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The thing called “customer experience” is becoming increasingly relevant, and important, to corporate IT departments – with employees bringing their consumer-world, personal-life, experiences and expectations into the workplace. But what is customer...
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As Amazon Web Services (AWS), the market leader in public cloud services, paves the way with industry good practice for cloud service management, their AWS Managed Services offering can be used to...
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I think that we’re going to see many of this year’s trends continuing into 2018, and that they’re going to lead to a surprising conclusion. IT will stop being viewed as a...
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We have long left the era of traditional IT help desk or service desk models, where break-fix or incident management reigns. These no longer meet the expectations of the consumers and citizens...
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The world is changing around us. Technology is changing both our personal and work lives – from what we know and what we can do, to influencing our expectations of products and...
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Capacity management is (or at least should be) a core strategic process of your IT service management (ITSM) practice – as understanding the capacity of each IT service, and the factors affecting...
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In IT service management, “firefighting” has become a metaphor for much of the work. Someone or something starts a digital fire, and we put it out. Firefighting captures the reactive nature of...
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If you haven’t convinced senior management to move the help desk to the cloud, don’t fret. The most common objection to new technology is the anticipation of imagined problems. The person who...
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There are some rumors that IT service management (ITSM) is dead. No way – I’m here to tell you that ITSM is far from dead. In fact, I think this is a...
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Clouds are services, not products or technologies, so who better to manage them than an IT service manager with a “special set of skills.” Let’s call them Cloud Service Delivery Managers. The...
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IT service management (ITSM) is not just a “big company” opportunity – as both the need and the benefits are not solely dependent on the relative size of an organization’s IT estate,...
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While smart, connected devices in the home such as Amazon’s Echo get much of the media attention around the Internet of Things (IoT), there are many other IoT use cases already in...
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In my previous blog, What’s Essential for an IT Help Desk?, I discussed the things that every help desk should do. These were: Log and manage calls from IT users Resolve incidents...
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As 2016 ends and we look forward to another year in IT service management (ITSM), one wonders what we (ITSM pros) should be focused on in the next twelve months. There’s been...
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Most tech predictions focus on the next “big thing.” With our appetite for new and different, we tend to overlook the power of ongoing trends. 2017 is a year when existing innovations...
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An IT help desk can easily take on a huge range of activities, but if you have limited resources then you must think about the essentials. This is true even if you’d...
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Working in IT, particularly on the IT help desk, can often be a “glass half empty” rather than a “glass half full” experience – with many of the day’s activities related to...
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The term “service desk” can give rise to a number of conversations, and sometimes arguments. For instance, should you call it a help desk, service desk, or something else? And for companies...
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“Customer experience” you say. What the heck is that? If this sounds like you, don’t worry, you’ve come to the right place. You see we’re big evangelists of the customer experience and believe...
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We all know IT organizations that run into difficulties working with their suppliers. They seem to really struggle, enduring fractious relationships and contracts that don’t meet their needs. On the other hand,...
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Capacity management was an important driver for the development of ITIL®. The original team writing the ITIL books back in the 1980s evolved from an earlier team dealing specifically with capacity management...
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Has this ever happened to you? You’re asked to look at a pressing issue and report back your findings and ideas at the next management status meeting. You interrupt what you're doing,...
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Leading and managing an IT service management (ITSM) team can be tough. Not only do you need to think about your own performance, how you feel about your job, and your motivation,...
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If you ask what a service desk is you might get any of these responses: IT operations or IT service management (ITSM) team: “The team we give the responsibility of dealing with...
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Today’s tech-savvy customers are taking their consumer-world IT issues into their own hands, with customers now looking online for answers in preference to calling or emailing the supplier to help them to...
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Nearly 30 years ago, ITIL® launched itself on an unsuspecting world with five books published. One of those was called Help Desk, and another one dealt separately with Problem Management. The separation...
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IT services – actually all services – look different to those supplying them and those receiving them. This separation of perspective is not at all trivial: on the one hand, there’s the...
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Anyone can predict the future, although whether they are right or not is a different matter. Just look at the Y2K predictions, or those stating that online shopping would never take off....
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In a world of constant change in every aspect of life, it might be reasonable to expect that deciding on changes and processing them would be a widely held skill, familiar to...
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It’s human nature to seek out others to communicate.  Through communications we learn, relate, help, influence, and play.  Communication is the currency and propellant of our society. Thanks to technology we are...
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Good business-IT alignment (please note that I use this well-known and oft-used phrase reluctantly as IT is part of the business) relies on two things: doing the right thing and doing things...
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One of the most quoted words in use in tech management and marketing these days is ‘governance’. What do we actually mean by this and why is it such a big and...
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To shepherd in the New Year I’ve created a list of 15 IT trends for 2015. They’re in no particular order, and most are not new – they’re just more relevant in...
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IT people tend to like technology, and we like things to be clear and unambiguous, with proper facts and figures. In some other areas of expertise people are more comfortable with things...
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When looking at ways to improve your IT support and service desk, it’s always useful to take a look at what managed service providers (MSPs) are doing, since their entire business is...
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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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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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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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There is currently a lot of good industry guidance and advice around how IT organizations need to get out and engage with their customers. This is essential in order to develop a...
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Service. For such a simple word it sure can mean a lot of different things to different people. For sports fans a good service is a critical part of tennis success. For...
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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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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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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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At the end of March we'll be heading to Orlando, the home of Disney World for the HDI Annual Conference (HDI 2014) taking place 1-4 April. There's lots of things for us,...
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Following on from my last IT Benchmark blog on Incident Classification Categories, this time around we are going to look at Knowledge Management and Reuse with statistics, benefits, and advice on how...
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Sunday, Feb. 16th – Along with my Dream Team, wake-up time was early, Yes, we’re in Las Vegas but I didn’t really care what everyone was doing the night before because we...
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Following on from my last IT Benchmark blog on Customer Access Channels and Improving Service, this time around we are going to look at Incident Classification Categories – their levels of use,...
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2013 was a great year and it is all thanks to you…SysAiders around the world, you rock! Just as 2013 comes to an end, I would like to summarize briefly a few...
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In this day and age we have access to a lot of data and information, but we don’t always necessarily know how to use it. In a recent presentation that I conducted...
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At FUSION 13, the annual joint itSMF USA and HDI conference, a group of pre-selected people came together to consider and report back on the future of the IT service management (ITSM)...
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Well, Oded Moshe, Joe the IT Guy, and I are fresh back from the UK following our very first visit to the itSMF UK Conference and Exhibition in Birmingham last week. It...
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Ahead of my presentation “Get off the bench and make your mark through effective benchmarks” at the itSMF UK Conference and Exhibition next week, I wanted to start a discussion about IT...
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In the last few weeks you heard about the beautiful UI, Dynamic Forms, SysAid RDS and all the other magnificent new features in SysAid 9.1. Today I wanted to talk about another...
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  Have you ever fantasized about what your life would be like if you, say, hired the Mafia to handle your service requests? Hmmmm, interesting, right? Well, SysAid has created a short,...
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I think all of us, as consumers, can easily understand the value of good customer service, and I mean external customer service to the customer. But did you ever think about how...
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