Too Many Open Activities in SCSM
Wouldn’t it be good to have a work flow that runs when a Service Request or Change Request changes its status to failed or rejected and have it detect any outstanding activities that are associated with the work item then incrementally go through them and set their status to Cancelled? Now there is.
Testing E-Mail Notifications Without Actually Sending E-Mails
When testing SCSM service desk notifications to customers we all want to make sure they are not only sending at the right time but also contain the right information. Unfortunately, out of the box the SCSM console interface used to create email templates shows us the raw HTML only and not the finished product, so […]
Increased Focus on Knowledge During the Shift to Remote Work
Knowledge management has never been a high priority for organisations as the cost of maintaining a knowledge management system seemed excessive compared to popping heads over partitions like a pack of prairie dogs looking for danger. Now the cost of not having an up-to-date knowledge management system is becoming clear.
2018 Tech Trends and Predictions
As another year gets underway and we look forward to another year of technological breakthroughs and industry changing trends we often have to stop and re-evaluate our investments in some technologies and reaffirm our commitment to others. 2017 saw vast swings in technology with things like a Bitcoin bubble to rival any other bubble in […]
Hardening Guide for Cireson Portal
I had a partner call me the other day and ask if Cireson had a “Hardening Guide” for our SCSM Self-Service and Analyst portals. This is not a frequent request as it is usually only government or Defence industries that lock down their system to this extent. So it was no surprise that we had […]
An ITIL Change Management Checklist (Best Practices to Avoid Common Pitfalls)
In the last week I’ve been doing a couple of presentations on Change Management and where to start for businesses. This post will be talking about the IT Service Management life-cycle and most importantly delivering services to our end users, or customers, that are successful and have little to no negative impact on business continuity […]
Orchestrator Runbook Running….. but not.
I’ve had several customers come to me over the past few years complaining about one or more Runbooks showing that they are in a running state but they don’t show that there is any activity. Neither in the Log within the Runbook designer, nor in the console. Problem As you can see here the Runbook […]
New Role. Same Focus.
After 5 years with Data#3 I have taken up a Solutions Architect role with Cireson to assist them in supporting and promoting Cireson customers and partners here in the Asia Pacific region. I am very excited to be joining the team and to contribute to this amazing growth the company is seeing across the globe. […]
Poor Performance on Service Manager 2012?
Today I was working through some SCSM performance issues with a customer when I was alerted to this post by Thomas last year. It is a short but to the point Blog post that should make a significant difference to otherwise poor performing SCSM implementations. I know I’ll certainly be using these tips in all […]
SCSM VIP User Solution
A VIP solution is something I have been asked to incorporate in to SCSM designs by several clients in the past. Other people have suggested solutions in the past and blogged about them. Travis Wright provided his solution here. I have used derivations of Travis’s solution several times in the past and have continued to […]