Press & Media

SysAid Awards Booths’ IT Department a Free Day with ITSM Consultant Stuart Rance

Renowned ITSM and security consultant, trainer, and author works with UK supermarket chain to improve IT processes

LONDON – November 8, 2016 – SysAid, a provider of help desk and IT service management (ITSM) solutions, recently awarded Booths’ IT department a free day with Stuart Rance. Booths, a family-owned chain of supermarkets in the UK, trained with the ITSM guru. SysAid ran the contest for Get Back to ITSM Basics, an educational initiative featuring videos, podcasts, and workshops for sysadmins.

This past summer, SysAid invited IT professionals to apply for a free day with Rance. Applicants were asked to explain why it was the optimal time to train with him. The judges, SysAid’s VP Product, VP Customer Service, and VP Marketing, chose Booths for its compelling story.

Booths gourmet supermarkets have served Northern England since 1847. Dubbed “the honest supermarket” by The Guardian, Booths has earned a reputation for local, high quality foods. Today, Booths’ IT department serves 28 stores, three distribution centers, a central office, and more than 3,000 total employees. Kerry Dewhirst, head of systems support and delivery, manages IT service for the company.

As Stuart learned, IT has enabled Booths to deliver exceptional service to its customers. In his session with the team, they looked for ways to simplify, streamline, and formalize new IT processes that could add to Booths’ success.

In particular, Stuart focused on data quality audits, problem management, change and incident models, role-based access control (RBAC), IT service continuity, and automated testing. Overall, the session focused on making small changes with large impacts.

"Get Back to ITSM Basics is all about helping sysadmins cut through the complexity of modern IT service," said Sarah Lahav, CEO of SysAid. "Since no one knows how to do that better than Stuart Rance, we were excited to share his expertise with the passionate IT team at Booths. Educating the ITSM community is at the core of what SysAid does."

“Every time I visit a new organization I learn as much from them as they do from me,” said Rance. “The Booths IT team was no exception. They take great pride in the quality of everything they do, so it was truly a pleasure to work with them. We planned incremental, but valuable, improvements to how Booths delivers and supports IT.”

Stuart is an ITSM and security consultant, trainer, and author who has worked with clients in many countries, helping them create business value for themselves and their customers. He was a co-author of the ITIL® Practitioner Guidance, as well as the author of the 2011 edition of ITIL Service Transition and lead author of RESILIA™ Cyber Resilience Best Practice. Stuart’s peers voted him “ITSM Contributor of the Year” at the Service Desk and IT Support Show in 2015.

About SysAid Technologies

Founded in 2002, SysAid Technologies Ltd. partners with IT professionals to make their work easier. The company provides IT service management (ITSM) solutions to more than 10,000 customers in 140 countries. From small businesses to Fortune 500 enterprises, IT departments use SysAid to deliver better service.

Available in 42 languages as a cloud-based or on-premises solution, SysAid combines all the essential IT tools in one simple and clever platform. For more information, please visit

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Media Contact:
Lindsey Pugh