White Papers

What Is ITSM?

“Getting to grips with ITSM can be tricky, not just in terms of changing people’s mindsets and ways of working, but also in getting to grips with what ITSM is really all about.”

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What Is ITSM?
Never Underestimate the Importance of Change Management

“Successful change management is not a cut-and-paste of what works at other organizations. Instead, you need to find out what works best in your organization.”

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Never Underestimate the Importance of Change Management
Self-Service to the Rescue

“In this paper we look at some of the reasons for thinking about self-service, what benefits it can bring to you and your customers, and what common problems you should plan to avoid.”

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Self-Service to the Rescue
How Educational Institutions Can Improve Their IT Support

“Beyond the technology, and the process-based workflow and automation benefits, there are benefits to be reaped through a number of other ITSM best practices.”

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How Educational Institutions Can Improve Their IT Support
Business Intelligence: Take an Informed Approach to ITSM

“Business intelligence is an overarching term for the process of capturing data electronically, analyzing that data, and presenting it in a form that decision makers can use to help them to make better decisions.”

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Business Intelligence: Take an Informed Approach to ITSM
Better Problem Solving with Knowledge Management

“Adopting Knowledge Centered Support (KCS) practices will help your team to produce knowledge articles more efficiently, work with them more effectively and ultimately improve employee and customer satisfaction.”

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Better Problem Solving with Knowledge Management
7 Tips to Help You Adopt Continual Service Improvement

It’s fairly easy to get started with Continual Service Improvement (CSI) and it can make a huge difference to the value you create for your customers. In this article I’ll give you some practical suggestions of things you can do to make CSI work for you.

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7 Tips to Help You Adopt Continual Service Improvement
6 Tips to Help You Improve Incident Management

It’s important to identify the purpose of a process such as Incident Management, as this can help to influence how you design and operate the process.

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6 Tips to Help You Improve Incident Management
6 Tips to Help You Improve Change Management

IT organizations implement change management to try and protect the services they deliver to their customers. They put procedures in place to ensure that changes

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6 Tips to Help You Improve Change Management
15 ITSM Tips

Read these tips to improve your IT service management or information security management to help your organization and improve how you deliver IT services to your customers.

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15 ITSM Tips
5 Reasons the Service Desk Should Care About Information Security

Don’t just leave information security to your InfoSec team. Your service desk staff can play a big role in helping to protect your information if you give them the skills, knowledge, tools and training they need to play their part.

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5 Reasons the Service Desk Should Care About Information Security
ITSM Back To Basics Might Not Be What You Expect

An IT organization that reliably delivers what its customers expect (and need) is doing a good job, whereas one that regularly fails to meet customer expectations needs to understand what’s going wrong and do something about it.

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ITSM Back To Basics Might Not Be What You Expect
5 Tips to Help You Improve Problem Management

Many IT organizations are very good at managing incidents. The trouble is people are so busy dealing with incidents that they don’t make the time they need to stand back and work out how to prevent them happening in the first place.

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5 Tips to Help You Improve Problem Management
Your 7-Point Checklist for Better ITSM Tool Selection

Selecting a new, better-fitting, IT service management (ITSM) tool can be difficult – from understanding and agreeing what’s really important (to your organization) in your selection criteria, through to eventually choosing the right tool and vendor. This report covers seven recommended ITSM-tool selection checklist points.

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Your 7-Point Checklist for Better ITSM Tool Selection
6 Tips to Help You Improve Configuration Management

Learn what's the purpose of configuration management, and how it affects how well you carry out every single ITSM process! Renowned ITSM expert, Stuart Rance, offers top tips on making sure your configuration management system delivers the value it could and should.

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6 Tips to Help You Improve Configuration Management
8 Tips to Help You Improve Your Service Level Management

All too often poor service level management results in soured relationships with customers, even when the customers’ agreed expectations in a service level agreement (SLA) are being met. Here’s tips from ITSM expert, Stuart Rance, on how to turn things around.

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8 Tips to Help You Improve Your Service Level Management
Thinking About a Service Catalog, But Your Organization is not Ready for It?

A service catalog is important for a customer-focused IT organization. But creating and maintaining one can prove more difficult than generally thought. This white paper offers some practical guidance on how to get started with a basic service catalog, even if your company isn’t ready for a full IT service management (ITSM) program.

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Thinking About a Service Catalog, But Your Organization is not Ready for It?
The Future of ITSM Survey Results 2019

“The best way to predict the future is to create it.” SysAid and ITSM.tools did just that by asking 13 questions related to the potential future challenges and opportunities organizations face.

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The Future of ITSM Survey Results 2019

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