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The world of ITSM

The world of ITSM

Let's share and discuss everything that is ITSM. Creating management standards based on popular management framework standards like ISO 9000, ITIL and ISO/IEC.

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21 Posts

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Joe The IT GuySysAider

published in The world of ITSM

[Joe the IT Guy Blog]: The Importance of Customer Journeys to IT Service DesksBlog

Working in IT is pain. It certainly can be, if done horribly. But in the case of your customer (employee) experience, following user pain can lead you to a great discovery regarding your IT practice. Embrace the pain and read more.

MironSysAider

published in The world of ITSM

Test yourself - 9 questions to see how well you know your ITSM KPIs

Do you know your Incidents to Requests ratio? This is crucial to know as it is an indication whether your IT organization is operating at a healthy level or mostly fire fighting. It’s also a good way to find out whether your tickets are classified properly by your users (are they opening requests when they should open incidents?)What is your organization’s average MTTR this month? Does it meet your expectations? Did it improve from last quarter? What is your user satisfaction score? Are users happy with your IT organization? Do you want them to be? Is it improving quarter after quarter?What is the percentage of tickets that are closed within 24 hours? What is the percentage of tickets that are closed after over 5 days? Are you satisfied or concerned with what you’re seeing? What are you planning to do about it?How many Changes and Problems did you have this quarter compared to last quarter? Do you use SysAid’s Change Management or Problem Management processes to help you measure these

Maayan KarstaedtSysAider

posted in The world of ITSM

Best IT websites 2021-2022

Hi All,Tell us what are your go to website!Here are a few we can recommend in the mean time:@Oded M https://techcrunch.com/https://www.cio.comhttps://techrepublic.comhttps://downloads.com@timturov a large database of technical specifications, mobile phones, laptops and computer componentshttps://mobilespecs.net/@Maayan Karstaedt https://www.tsia.com/https://www.servicedeskshow.com/ What’s yours? Cheers,Maayan

Joe The IT GuySysAider

published in The world of ITSM

[Joe the IT Guy blog] How AI Enables ITSM, ESM, and the Delivered Employee ExperienceBlog

Hi SysMates, I explore in this blog how AI is reshaping the ITSM landscape and changing the game for IT professionals everywhere! Read the full blog here

BroderickCommunity Enthusiast

asked in The world of ITSM

Adding notes field to notification sent out with ticket status

Could someone provide the syntax for adding notes field in custom notifications? I have it set to send information for the solution but I need the notes to get added to the notifications as well Thanks

SysAid TeamSysAider

published in The world of ITSM

[SysAid Blog] How to Increase Manufacturing Throughputs Thanks to Greater Equipment UptimeBlog

Managing IT infrastructure in manufacturing? Good on ya, it’s a tough gig! Check out our two cents on how you can increase your MTBF and get that equipment working smoothly. Finally.

Oded MSysAider

published in The world of ITSM

[Blog] Why Your Modern ITSM Capabilities Need Better Knowledge ManagementBlog

Knowledge is power. Any IT professional worth their salt knows that. But why so many of us struggle with the usage of ITSM Knowledge Management? And how can we fix that? Buckle up, and get learning!

SysAid TeamSysAider

published in The world of ITSM

[ March Blog] How Service Management Capabilities Will Reduce Your Manufacturing Operating CostsBlog

Streamlining the way you deliver IT and saving some major bucks? Sign us up! Learn how manufacturing can reap huge business benefits with proper ITSM usage. Must-read for this month.

Joe The IT GuySysAider

published in The world of ITSM

[JOE THE IT GUY BLOG] 23 ITSM Tips for a Better 2023Blog

So here’s what’s up - the AXELOS 2022 ITSM Benchmarking Report came in, and we all have quite a few ITSM improvements to pursue this year. In fact, how about 23 of them?! Read more

Gaelle ElgazarSysAider

published in The world of ITSM

[Blog] Why and How 2023 Will Be an Interesting Year for ITSMBlog

Now that 2023 and a new annual IT budget are here, where and what does your IT organization need to change? @Sarah Lahav - CEO, SysAid CEO, shares 3 trends to take into consideration in this must-read blog: https://lnkd.in/dahihTg3

Joe The IT GuySysAider

published in The world of ITSM

Joe here, saying thank you!News

Hi all, Early last month I was chosen as one of HDI Top 25 thought leaders (!) together with an amazing group of IT professionals. I wanted to say THANK YOU to everyone who took the time to nominate me. This just motivates me to write more and continue to bring value to how you do IT. As a small token of my appreciation, here are 23 ITSM Tips for a Better 2023 . Enjoy 🙂

Danny TashievSysAider

posted in The world of ITSM

Latest Poll: Which programming language do you use most?

Hey guys, This month we'd like you to share with the community which programming language do you use the most! Cheers, Danny

Maayan KarstaedtSysAider

published in The world of ITSM

[Blog] How to Manage When Your Service Desk is StrugglingBlog

Feeling overwhelmed with the volume of incidents coming into your service desk?Take a breath & read this blog to get 10 tips on what to do when your service desk is struggling.https://www.sysaid.com/blog/itsm/service-desk-is-struggling

Joe The IT GuySysAider

published in The world of ITSM

Joe here, with a special request!

I’ve been around the IT thought leader block for almost 10 years now, and in my line of work there’s one recognition that stands above all - making it into the annual HDI Top 25 Thought Leaders list. So as much as the thought of self-promotion gives me hibbie jibbies, I’m going against my introvert nature and asking my fellow SysMates for the literal vote of confidence. Please fill out this 3 min form and nominate me! Your vote will enable me a greater chance of making it into this year’s list. So if you’ve ever found my stuff helpful in any way, I ask for your support. Your vote means the world to me,Joe

johnnySysAider

posted in The world of ITSM

Want a sneak peek into SysAid's tech?

I wanted to share this article I wrote in collaboration with AWS, about how we’re continuously improving SysAid’s performance. Check it out and let me know what you think. https://aws.amazon.com/blogs/iot/how-sysaid-manages-agents-behind-restricted-firewall-rules-with-aws-iot-core/ Cheers,Jonathan.

Maayan KarstaedtSysAider

posted in The world of ITSM

Answer this - What cloud service provider does your organization use?

Take this quick poll and be part of the conversation! We have a question for ya! We will share the results for the last question with you next month :) Cheers, Maayan

Oded MSysAider

posted in The world of ITSM

Best IT websites

Hi, I was thinking about gathering together a list of the best IT websites. - Software Downloads , IT discussions , IT Articles etc.. I will share mine, and would love to hear about yours. Here goes: https://www.cio.com https://techrepublic.com https://downloads.com Oded

Ja4edNew SysMate

posted in The world of ITSM

Workflow Dependence Scenario

I have the following Request workflow configured: Workflow Tab1 - Custom List 1 (yes/no) - Custom List 2 (yes/no) - Custom List 3 (yes/no) Workflow Tab2 Workflow Tab3 Workflow Tab4 Workflow Tab5 Workflow Tab2 activates when Tab1 is complete AND Custom List1 is marked Yes Workflow Tab3 activates when Tab1 is complete AND Custom List2 is marked Yes Workflow Tab4 activates when Tab1 is complete AND Custom List3 is marked Yes I want Workflow Tab5 to activate when all PREVIOUSLY ACTIVATED tabs are complete (I want to send a notification on Tab5 activation). For example, if Tab2 and Tab3 are activated but Tab4 is not, Tab5 should be activated when Tab2 and Tab3 are complete. In this example, I don't care if Tab4 is complete because it was never activated. I can't figure out how to get the workflow dependence to function this way. Can someone point me in the right direction?

paul.lawrenceActive talker

posted in The world of ITSM

Add Action Items fields into workflow notification

I'm looking for the possibility to pull the fields from other workflow notifications into a notification that we would send to Approvers. I know there is the option of attaching a PDF with all action items to a workflow notification, but it honestly is not formatted in a way that is easily readable and in our case contains too much information. There is no definitive separation of information and unless you are familiar with the process it is hard to tell apart the information for each action item. Additionally in our case we really have no need to include History or Messages in the automated report. I reviewed https://www.sysaid.com/help-page.htm?helpPageId=4147&helpPageName=RFCNotificationEdit.htm&edition=2&version=v18.1.23&Admin=Y&productId=1&lang=en&notAddingIndexJSP=true help page and am not seeing anything there that would instruct me on how to embedd fields that exist in other Action Items. Is there any direction that I can be pointed in to accomplish this?

NWG-ITActive talker

posted in The world of ITSM

Change Management step by step request guide

Hello, Within our company we really would like to start using the ITIL module within Sysaid. And I am trying to implement a few basic Change Management templates, but with that I am stuck and it feels it is all a bit to "big" for our needs. As a start I would like to have two default change templates for example: - a step by step procedure for a new hire change request - a step by step procedure for a change order But i really cannot see how to start, So a SR enters SysAid with the request for a new user then how to proceed? how to setup a change template for a new hire? could anybody share a light? which workflow tabs and fields you use? It would be great that anybody could tell me a step by step guide, Hope to find out more :D Thanks in advance!

ObelixActive talker

posted in The world of ITSM

ISO 9000 Tip - Write what you SysAid, SysAid what you write....

ISO 9000 is a standard for management. It doesn't specifically cover IT. IT has it's own ISO no. However since ISO 9000:2001 they change the tone from management to customer satisfaction. That touches everything. That touches IT even if you only handle door access (no am not talking bout door with uniform guy with a smile, am talking about door in shop floor, production, warehouses). It's a new western imperialization instrument if you ask me... but I know you won't. Anyway... ISO standard basically said that you've got to document everything and track it. Write what you do, do what you write. And here lies the salvation. You got to write what you do. Nobody else can cause they don't qualified. And don't worry about getting it wrong. Auditing only cares if you comply to what you write. It doesn't .. it can't.. judge the quality of what you write. If somebody outside the IT dept tries to write it for you, let them... it will bound to fail and when it does... you can point this out. Th

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