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SysAid Help Desk & ITSM

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  • Your 7-Point Checklist for Selecting the Right ITSM Tool
    Your 7-Point Checklist for Selecting the Right ITSM Tool
    Stephen Mann, Principal Analyst at ITSM.tools Recorded: Dec 13 2017 63 mins
    Organizations continue to regularly switch ITSM solutions, every 3-6 years according to industry analysts. It’s an unfortunate, unwanted, and expensive technology-investment cycle that needs to be broken by organizations.

    Watch our webinar with renowned ITSM analyst, Stephen Mann, as he reveals what you should be focusing on in order to make the right ITSM-tool investment decision.

    Webinar Takeaways:
    - Understand common issues that organizations encounter with ITSM selection, investment & use
    - Get industry statistics on how ITSM requirements are changing
    - Review ITSM selection & implementation issues that can hold organizations back
    - Free 7-point checklist, with associated best-practice tips, for investing in a new ITSM tool that will improve your IT service delivery & support
    - See first-hand how it all works on a real ITSM solution
  • Your Cybersecurity Challenges in ITSM - Ask the Experts!
    Your Cybersecurity Challenges in ITSM - Ask the Experts!
    Oded Moshe, SysAid VP Product + Stuart Rance, ITSM & Security Consultant + Ian Bugeja, Director Product Management, GFI Recorded: Sep 27 2017 55 mins
    Cybersecurity is fast becoming an ITSM challenge. Getting the upperhand takes understanding, resilience and the right tools.

    Oded Moshe, VP Product from SysAid, hosts expert guests, Stuart Rance (ITSM & security consultant) and Ian Bugeja (Director Product Management, GFI Software), to answer questions so you can start to increase your cyber defenses not only from external, perimeter threats but also from internal threats and unintentional exposures.
  • Introducing the New Self-Service Portal
    Introducing the New Self-Service Portal
    Oded Moshe, SysAid VP Product, and Tsahi Bengigi, SysAid Product Manager Recorded: Sep 14 2017 51 mins
    Allow your customers to control when and where they work with the benefit of 24/7 support. And since our self-service portal frees customers from the constraint of the support hours of a service desk — it also frees up your time!

    Find out how as we cover these topics:

    * New user experience
    * Customizable themes
    * Advanced search functionality
    * And much more!
  • Your Last Upgrade Ever - It’s Time to Move to Cloud
    Your Last Upgrade Ever - It’s Time to Move to Cloud
    Oded Moshe, SysAid VP Product Recorded: Apr 26 2017 16 mins
    Find out what to expect when moving from on-premise to cloud.
    - The benefits of living in the cloud
    - What to look for in a cloud vendor
    - Cloud history and stats at SysAid
    - All that goes into the cloud
    - All about the SysAid migration tool
    - Answers to common FAQs
  • Déjenos mostrarle SysAid (Spanish Webinar)
    Déjenos mostrarle SysAid (Spanish Webinar)
    Emanuel Benderman Recorded: Jul 19 2016 32 mins
    Este webinar les brinda una visita guiada a través de la solución de ITSM de SysAid, mostrándole cómo SysAid le puede ayudar en los desafíos a los que se enfrentan los profesionales de TI hoy día.
  • Empower Your IT Manager with SysAid's Business Intelligence (BI) Analytics Tool
    Empower Your IT Manager with SysAid's Business Intelligence (BI) Analytics Tool
    Josh Phillips Recorded: Jul 19 2016 5 mins
    Are you a manager in an IT team? Do you have the challenge of running multiple reports, giving quality data back to your colleagues and the rest of the senior managers in your organization? In this 5 minute video we will present you with the tool to deal with these challenges.
  • A Practical Approach to Getting Started with Service Catalog
    A Practical Approach to Getting Started with Service Catalog
    Greg Sanker - IT Service Management blogger, speaker, and practitioner Recorded: Feb 10 2016 59 mins
    Know you need a service catalog, but not ready for a full IT service management (ITSM) program? This webinar will present a practical approach to "reverse engineer" the core elements of a service catalog. ITSM practitioner Greg Sanker will explain how every organization has 'services' whether they know it or not. He will show how to identify your services and create plain-language service descriptions, which help create clarity and form the basis of a functional service catalog.

    Greg will show how to bypasses cultural resistance to the "we need a service catalog" approach, and actually create demand (and buy in) for a basic service catalog.
  • Never Underestimate the Importance of Change Management
    Never Underestimate the Importance of Change Management
    Ivor Macfarlane, IT Service Management Consultant and Trainer Recorded: Nov 18 2015 56 mins
    Change management is a corporate necessity, however it can be very difficult for organizations to get it right. Part of the issue comes from organizations seeing change management as just another ITSM process – like configuration or capacity management, say – when change needs a much bigger perspective. These days changes are rarely, if ever, just about IT.

    This webinar will look at the difficulties that organizations encounter when they set up and operate change management capabilities, as well as:
    * Why change management is more than just “change control” and what constitutes a “successful change”
    * How the way in which we deal with personal change can help us survive change management at work
    * What the different levels of change authority are
    * How standard changes play a key role in surviving change management
    * The evaluation, evolution, and customer perspective of change management

    Failing to understand the importance of change management can significantly hinder your organization. Join us for this webinar to ensure that your change management processes are working to benefit, not handicap, your business.
  • Vitamin KM: Better Problem Solving with Knowledge Management
    Vitamin KM: Better Problem Solving with Knowledge Management
    Aprill Allen, knowledge management consultant and IT writer Recorded: Sep 9 2015 38 mins
    Knowledge management, or more specifically knowledge exploitation, can make a significant contribution in improving an organization’s productivity and innovation. It’s particularly relevant and beneficial to the work of IT support analysts, who are often under pressure to quickly provide resolutions or answers – where from a business perspective, any delay by IT potentially costs money or adversely affects the company’s brand.

    However, while knowledge management has increased its profile within the IT service management (ITSM) industry in recent years, it’s sadly still one of the capabilities that many IT professionals know they need, but they can’t get the budget to support a related improvement program.

    A healthy knowledge culture, with knowledge management processes embedded into the day-to-day support workflow, will provide your IT support staff with vital knowledge when they need it, and the self-confidence to do their job well. Knowledge management can also lower stress and reduce the effort wasted on rework – it can ultimately feed a well-maintained self-service facility.
    In this webinar, we’ll take a look at:
    * What knowledge is, and what we mean by knowledge management
    * Suggestions for building cultural awareness
    * Common roadblocks to adoption and the keys to success
    * Best practices your team can adopt, without the need for a big budget
    * Key tips on how to justify knowledge management in your organization
  • Real-World Tips for Self-Service Success
    Real-World Tips for Self-Service Success
    Stephen Mann and Stuart Rance Recorded: Jul 22 2015 60 mins
    Employee self-service is often viewed by IT as a 'knight in shining armor' since it can provide quicker employee access to both help and new services, while taking some of the pressure off overworked corporate IT service desks. However, for many organizations, their initial attempts to introduce self-service have been more white elephant than white knight – with low employee adoption and utilization rates – often due to an overemphasis on the technology.

    Thankfully now, after many hard lessons have been learned, some organizations are finally getting self-service right. In this webinar, we’ll share how they’ve succeeded, by:

    * Exploring the variety of challenges and potential pitfalls with self-service – including technology, management, and end-user perspectives
    * Offering practical advice and good practice on how to design, launch, manage, and encourage the use of an employee self-service facility for IT (or any other corporate service provider)
    * Providing sensible actions that will help you to either get started with, or to improve upon, self-service within your organization

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