Sarit Hershkovitz is the Help Desk Manager of the IT division at Coca-Cola Israel's Central Bottling Company. She oversees a team of 100 administrators that provide 24/7 support to thousands of users. Previously, the team used SAP-CRM software but found it too complex. Sarit implemented the help desk software SysAid, which improved tracking of service requests and simplified administrators' tasks. She launched an internal campaign at Coca-Cola featuring decorations and incentives to promote adoption of SysAid. Administrators provided positive feedback about its ease of use.
Hdi Capital Area September 2014 Meeting Slideshdicapitalarea
New employees join your organization, only to arrive with no workstation, no user profile, and no access to critical systems. You’ve built an onboarding process, but steps are missed occasionally and it takes weeks before new employees are fully able to do the job they were hired for. Or perhaps you’ve just had a key employee leave the company to work for a competitor. Are you certain that the individual’s access to business-critical systems has been deactivated?
Companies like yours face these problems daily while trying to manually manage the acquisition and termination of employees. In many cases, companies don’t even realize they have left access to business systems open to exiting employees, exposing both the organization and its customers to risk.
This is a presentation I made to the Indian School of Mines Community on my journey at ISM and as an Entrepreneur. Hope it is inspirational for others.
- Pavan Kota
Hdi Capital Area September 2014 Meeting Slideshdicapitalarea
New employees join your organization, only to arrive with no workstation, no user profile, and no access to critical systems. You’ve built an onboarding process, but steps are missed occasionally and it takes weeks before new employees are fully able to do the job they were hired for. Or perhaps you’ve just had a key employee leave the company to work for a competitor. Are you certain that the individual’s access to business-critical systems has been deactivated?
Companies like yours face these problems daily while trying to manually manage the acquisition and termination of employees. In many cases, companies don’t even realize they have left access to business systems open to exiting employees, exposing both the organization and its customers to risk.
This is a presentation I made to the Indian School of Mines Community on my journey at ISM and as an Entrepreneur. Hope it is inspirational for others.
- Pavan Kota
It's time to look back over 2011 and try to discern the key technologies and trends likely to be top of mind for enterprise IT in 2012.
Bob Hayward CSC CTIO is presneting the top IT trends that we need to look at in 2012
To discover more, please visit http://csc.com/au
Join us February 2 at the Westin Tysons Corner, VA to meet with cleared facilities employers, have your resume reviewed, and attend career seminars! The Job Seeker Handbook contains a listing of all employers and the positions they will be seeking to fill at the Cleared Job Fair.
Presentation I gave back at TechEd 07.
Slide 19-32 cover the project I did that resulted in the paper on www.itasaservice.com
34-35 are predictions of how IT might evolve.
CAT Technologies Ltd is U.S owned & based professional offshore services company.
ODC is nothing but a Virtual Office (also known as offshore development center) within our center we help our clients cut down their expenses by 40% to 50%.
It would be like your employees working virtually from our center.
big bang delivery to continual value deliveryDave Sharrock
Recent years has seen an emerging new standard in software delivery, with Gartner claiming that over 80% of software development uses some form of agile methodology. Starting by understanding the mega-trends underlying this shift, from the commoditization of software changes, to the proliferation of development frameworks, to the increasing influence the customers of software have on the development lifecycle, we’ll consider the fundamental differences between a long big bang delivery lifecycle and a short incremental value delivery lifecycle, and its impact on information systems, security and controls.
Is implementing ITIL really simple? It is easy to hear about ITIL from a consultant or read from a blog or even attend an ITIL course, but the hardest part comes while implementing those processes in an environment. Each and every organization is different; they vary with people, processes, environment, type of support they provide, help desk and much more. This white paper is intended to help the IT managers to self assess their help desk and its maturity level in order to implement the right process at the right time.
Interlace is a multi-faceted end-to-end IT software Solutions provider that can deliver customized products, solutions and IT services to enterprises and government organizations.
We @ Five Splash strive hard to map our services to our customers and prospect needs either direct or derived ones. Our services portfolio make it a complete package for the customers to get a single stop solution for all integration needs
What do cosmetics, cricket, and SysAid have in common? Find out from Yash Upadhyay, Assistant IT Manager of L'Oréal India, who reports that SysAid has the L'Oréal IT pitch well covered, with increased efficiency, cost savings, and an enhanced all-round reputation.
Top 10 optimistic data center solution providers 2020Swiftnlift
SLI is still in its infancy but is considered the next step in the evolution of data centers, virtualization and cloud computing. The combination of server virtualization, software-defined networks (SDN), software-defined storage (SDS) and automation will enable the creation of a truly dynamic, virtualized data center. SDN and SDS are still new technologies that have not yet been firmly established in the data center landscape, but they will have a place in the ultimate vision of the fully automated, fully dynamic SLI.
‘In this special issue, we introduce Top 10 Optimistic Data Center Solution Providers – 2020’ in order to assist business to choose the right companies. We have featured Optimistic Data Center Solution Providers as the cover story. It specializes in the use of emerging techniques and practice for developing nation.
We have introduced profiles of FutureSoft, Locuz Enterprise Solutions, NetDataVault, Nikom, Proactive Data System, Serverwala Data centers, Sify Technologies, STTelemedia Global Data Centres, Tech9labs, and Techvivid Systems.
Our in-house editors have come up with some adroitly written articles such as -
Data Center Maintenance: A Plan for Guaranteeing Smooth Functionality of Equipment, Infrastructure and Design Tips to Help your Data Center to Go Green, Steps for Successful Data Center Consolidation.
Today, employees expect the corporate applications and data to be available to them on anywhere anytime basis. However, tightening of the corporate budgets is forcing IT to reduce operational cost while balancing employee and compliance needs. These business drivers are forcing organization to think new innovative way for redefining their traditional desktop environment.
The Virtual Desktop Infrastructure (VDI) approach is one the key aspect to meet the demanding business needs and hence VDI technology adoption has been clearly defined on the IT roadmap of many organizations.
It's time to look back over 2011 and try to discern the key technologies and trends likely to be top of mind for enterprise IT in 2012.
Bob Hayward CSC CTIO is presneting the top IT trends that we need to look at in 2012
To discover more, please visit http://csc.com/au
Join us February 2 at the Westin Tysons Corner, VA to meet with cleared facilities employers, have your resume reviewed, and attend career seminars! The Job Seeker Handbook contains a listing of all employers and the positions they will be seeking to fill at the Cleared Job Fair.
Presentation I gave back at TechEd 07.
Slide 19-32 cover the project I did that resulted in the paper on www.itasaservice.com
34-35 are predictions of how IT might evolve.
CAT Technologies Ltd is U.S owned & based professional offshore services company.
ODC is nothing but a Virtual Office (also known as offshore development center) within our center we help our clients cut down their expenses by 40% to 50%.
It would be like your employees working virtually from our center.
big bang delivery to continual value deliveryDave Sharrock
Recent years has seen an emerging new standard in software delivery, with Gartner claiming that over 80% of software development uses some form of agile methodology. Starting by understanding the mega-trends underlying this shift, from the commoditization of software changes, to the proliferation of development frameworks, to the increasing influence the customers of software have on the development lifecycle, we’ll consider the fundamental differences between a long big bang delivery lifecycle and a short incremental value delivery lifecycle, and its impact on information systems, security and controls.
Is implementing ITIL really simple? It is easy to hear about ITIL from a consultant or read from a blog or even attend an ITIL course, but the hardest part comes while implementing those processes in an environment. Each and every organization is different; they vary with people, processes, environment, type of support they provide, help desk and much more. This white paper is intended to help the IT managers to self assess their help desk and its maturity level in order to implement the right process at the right time.
Interlace is a multi-faceted end-to-end IT software Solutions provider that can deliver customized products, solutions and IT services to enterprises and government organizations.
We @ Five Splash strive hard to map our services to our customers and prospect needs either direct or derived ones. Our services portfolio make it a complete package for the customers to get a single stop solution for all integration needs
What do cosmetics, cricket, and SysAid have in common? Find out from Yash Upadhyay, Assistant IT Manager of L'Oréal India, who reports that SysAid has the L'Oréal IT pitch well covered, with increased efficiency, cost savings, and an enhanced all-round reputation.
Top 10 optimistic data center solution providers 2020Swiftnlift
SLI is still in its infancy but is considered the next step in the evolution of data centers, virtualization and cloud computing. The combination of server virtualization, software-defined networks (SDN), software-defined storage (SDS) and automation will enable the creation of a truly dynamic, virtualized data center. SDN and SDS are still new technologies that have not yet been firmly established in the data center landscape, but they will have a place in the ultimate vision of the fully automated, fully dynamic SLI.
‘In this special issue, we introduce Top 10 Optimistic Data Center Solution Providers – 2020’ in order to assist business to choose the right companies. We have featured Optimistic Data Center Solution Providers as the cover story. It specializes in the use of emerging techniques and practice for developing nation.
We have introduced profiles of FutureSoft, Locuz Enterprise Solutions, NetDataVault, Nikom, Proactive Data System, Serverwala Data centers, Sify Technologies, STTelemedia Global Data Centres, Tech9labs, and Techvivid Systems.
Our in-house editors have come up with some adroitly written articles such as -
Data Center Maintenance: A Plan for Guaranteeing Smooth Functionality of Equipment, Infrastructure and Design Tips to Help your Data Center to Go Green, Steps for Successful Data Center Consolidation.
Today, employees expect the corporate applications and data to be available to them on anywhere anytime basis. However, tightening of the corporate budgets is forcing IT to reduce operational cost while balancing employee and compliance needs. These business drivers are forcing organization to think new innovative way for redefining their traditional desktop environment.
The Virtual Desktop Infrastructure (VDI) approach is one the key aspect to meet the demanding business needs and hence VDI technology adoption has been clearly defined on the IT roadmap of many organizations.
Insights Success has shortlisted “The 10 Most Innovative IT Infrastructure Solution Providers, 2018,” which are using their extensive business knowledge to provide a steady backbone to support the ever growing needs of businesses in the increasingly disruptive world. Featuring as our Cover Story is Present, which envisions a future where IT infrastructure supports organizations and employees get the much-required support to balance their priorities.
IT Consultant Organization | ICS SolutionsICS Solutions
ICS is a leading IT organization that offers businesses, the flexibility to keep up the changing dynamic of the modern world with our advance software services
Our IT Business Services from India has empowered businesses across nations with excellent performance and significant business benefits.
A simple demonstration about digital transformation; the concept of cloud computing and how the Microsoft 365 framework epitomizes its principle and practice.
ExistBI case study of Salesforce and Data Warehouse consulting for world leader in manufacturing wire rope company. The WireCo team approached ExistBI wanting to engage with certified consultants who could understand how they could move reports from Salesforce into a new Data Warehouse. Have a look at this case study as an example of ExistBIs consulting capabilities.
For more information contact us at www.existbi.com
ThousandEyes Webinar: How to see and resolve office 365 performance challengesThousandEyes
ThousandEyes EMEA webinar from July 2nd 2019 @ 1000 UK time covering troubleshooting Office 365 applications using ThousandEyes. Presented by Ian Waters, Director of Solutions Marketing and Tim Hale, Senior Solutions Engineer.
Modern Enterprise Service Management: Which Vendor is Right for Your Business?EasyVista
In tomorrow’s “Everything-as-a-Service World” there will not be a one-size-fits-all approach to selecting the best service management partners for your business. What’s just right for you might be completely wrong for someone else. What is certain is that choosing tomorrow’s ITSM platform based on yesterday’s requirements is a recipe for disaster. So what should you be planning for and who should you be considering?
Pink Elephant’s George Spalding dives into some of the trends shaping the industry. Joining him is Dennis Callaghan, Senior Enterprise Software Analyst with 451 Research, who reviews the current vendor landscape and highlights the “best fit” based on business needs.
Topics discussed:
- “SaaS or On Premise?” – the advantages to both, and to choice
- Vendor/Client “Culture Match” – the importance of find the right strategic fit runs deeper than just the technology
- Best of Breed vs. All-in-One” – understanding the pro’s and con’s
- “Customize vs. Vanilla Install” – what’s preferred, and what’s realistic
- “Future Proof” – a checklist to ensure long term success, not just short term gain
This webinar concludes with Russel Jesski, IT Director with FCCI Insurance. Russel will share the process his firm went through, and why they chose to partner with EasyVista.
For the full webinar replay on this topic, please watch the accompanying YouTube video.
Negotiating Unstructured Data to Accelerate Intelligent AutomationMindfields Global
Shaun Doherty ( Ephesoft) and Sukalp Sharma (Mindfields) discuss how organisations can better leverage unstructured data to further progress their Automation programs.
SysAid November 2013 Webinar: 4 Best Practices to Reduce Email and Phone Call...SysAid Technologies
How do IT admins and service desk professionals reduce the amount of reported incidents and ensure all incidents/tickets are submitted via the End-User Portal?
Guylian, the Belgian chocolate manufacturer famous for its delicious chocolate sea shells, depends on a strong
IT infrastructure to keep business operations running smoothly.Read this case study to see exactly what challenges they had, and how SysAid brought the solution they needed - in one all-inclusive, cost-effective tool that allowed them to run an efficient service desk as well as analyze, prioritize, and evaluate with customized reports, and much more.
With over 1200 employees, the IT department needed a process that would be simple enough to be the sole means of communication by the end users. Read this case study to see how Marvell Israel succeeded - on the admin side as well as the end-user side - in its implementation of SysAid as its ITSM software.
SysAid's My Desktop provides end users access to their desktop computers from any device with an Internet connection, including from all mobile devices. This white paper describes how you can improve efficiency with this simple, convenient, fully auditable, and secure remote access solution.
LG Electronics had to find a way to overcome high volumes of phone calls and emails from around the world, all of which obscured escalations and drove up inefficiencies and cots. Read this case study to find out how SysAid came to the rescue and quickly improved collaboration and information sharing within the IT Support teams.
In Melgaço, a small municipality in Western Portugal, the economic recession has presented CIO Andre Alves with daunting challenges. Alves has implemented SysAid to not only provide technical support to all of Melgaço's municipal workers but has also employed ITIL best practices with SysAid to organize food hand-outs, charity operations, and much more.
GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using Deplo...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
UiPath Test Automation using UiPath Test Suite series, part 3DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 3. In this session, we will cover desktop automation along with UI automation.
Topics covered:
UI automation Introduction,
UI automation Sample
Desktop automation flow
Pradeep Chinnala, Senior Consultant Automation Developer @WonderBotz and UiPath MVP
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
Securing your Kubernetes cluster_ a step-by-step guide to success !KatiaHIMEUR1
Today, after several years of existence, an extremely active community and an ultra-dynamic ecosystem, Kubernetes has established itself as the de facto standard in container orchestration. Thanks to a wide range of managed services, it has never been so easy to set up a ready-to-use Kubernetes cluster.
However, this ease of use means that the subject of security in Kubernetes is often left for later, or even neglected. This exposes companies to significant risks.
In this talk, I'll show you step-by-step how to secure your Kubernetes cluster for greater peace of mind and reliability.
Key Trends Shaping the Future of Infrastructure.pdfCheryl Hung
Keynote at DIGIT West Expo, Glasgow on 29 May 2024.
Cheryl Hung, ochery.com
Sr Director, Infrastructure Ecosystem, Arm.
The key trends across hardware, cloud and open-source; exploring how these areas are likely to mature and develop over the short and long-term, and then considering how organisations can position themselves to adapt and thrive.
JMeter webinar - integration with InfluxDB and GrafanaRTTS
Watch this recorded webinar about real-time monitoring of application performance. See how to integrate Apache JMeter, the open-source leader in performance testing, with InfluxDB, the open-source time-series database, and Grafana, the open-source analytics and visualization application.
In this webinar, we will review the benefits of leveraging InfluxDB and Grafana when executing load tests and demonstrate how these tools are used to visualize performance metrics.
Length: 30 minutes
Session Overview
-------------------------------------------
During this webinar, we will cover the following topics while demonstrating the integrations of JMeter, InfluxDB and Grafana:
- What out-of-the-box solutions are available for real-time monitoring JMeter tests?
- What are the benefits of integrating InfluxDB and Grafana into the load testing stack?
- Which features are provided by Grafana?
- Demonstration of InfluxDB and Grafana using a practice web application
To view the webinar recording, go to:
https://www.rttsweb.com/jmeter-integration-webinar
UiPath Test Automation using UiPath Test Suite series, part 4DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 4. In this session, we will cover Test Manager overview along with SAP heatmap.
The UiPath Test Manager overview with SAP heatmap webinar offers a concise yet comprehensive exploration of the role of a Test Manager within SAP environments, coupled with the utilization of heatmaps for effective testing strategies.
Participants will gain insights into the responsibilities, challenges, and best practices associated with test management in SAP projects. Additionally, the webinar delves into the significance of heatmaps as a visual aid for identifying testing priorities, areas of risk, and resource allocation within SAP landscapes. Through this session, attendees can expect to enhance their understanding of test management principles while learning practical approaches to optimize testing processes in SAP environments using heatmap visualization techniques
What will you get from this session?
1. Insights into SAP testing best practices
2. Heatmap utilization for testing
3. Optimization of testing processes
4. Demo
Topics covered:
Execution from the test manager
Orchestrator execution result
Defect reporting
SAP heatmap example with demo
Speaker:
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
Neuro-symbolic is not enough, we need neuro-*semantic*Frank van Harmelen
Neuro-symbolic (NeSy) AI is on the rise. However, simply machine learning on just any symbolic structure is not sufficient to really harvest the gains of NeSy. These will only be gained when the symbolic structures have an actual semantics. I give an operational definition of semantics as “predictable inference”.
All of this illustrated with link prediction over knowledge graphs, but the argument is general.
The Art of the Pitch: WordPress Relationships and SalesLaura Byrne
Clients don’t know what they don’t know. What web solutions are right for them? How does WordPress come into the picture? How do you make sure you understand scope and timeline? What do you do if sometime changes?
All these questions and more will be explored as we talk about matching clients’ needs with what your agency offers without pulling teeth or pulling your hair out. Practical tips, and strategies for successful relationship building that leads to closing the deal.
DevOps and Testing slides at DASA ConnectKari Kakkonen
My and Rik Marselis slides at 30.5.2024 DASA Connect conference. We discuss about what is testing, then what is agile testing and finally what is Testing in DevOps. Finally we had lovely workshop with the participants trying to find out different ways to think about quality and testing in different parts of the DevOps infinity loop.
1. Exclusive Interview with Sarit Hershkovitz,
Help Desk Manager, IT Division, CBC - Coca-Cola Israel
http://www.sysaid.com SysAid Technologies Ltd. 1 Hayarden Street, P.O. Box 1142, Airport City 70100, Israel
Toll Free (U.S.): 800-686-7047 • Fax (U.S.): +1 (617) 507-2559
Tel. (Israel): +972 (3) 533-3675 • Fax (Israel): +972 (3) 761-7205
2. Around
Most of us probably do not associate the world's most popular soft
drink with IT - unless, of course, you're the type that enjoys a cold
Coke while resolving user issues. For Sarit Hershkovitz, Coca-Cola is
the Clock
more than a beverage; it's a job that requires a sophisticated team of
experts to provide non-stop technical support for all sectors of the
organization. As the head of the help desk team at Coca-Cola Israel's
Support
Central Bottling Company, Sarit must coordinate different IT centers
to serve the needs of thousands of users, 24 hours a day. How does
she do it? Pushing the definition of "hard work" to a new level, Sarit
has succeeded in promoting a powerful SysAid Internal Campaign
that has won the commitment of senior management and
administrators. Now that's refreshing!
Sarit Hershkovitz
Help Desk Manager, IT Division,
CBC - Coca-Cola Israel
Q. What is your IT background?
A. I've been in IT for more than ten years, and I've worked in call
center management for seven years.
Q. How long have you been using SysAid?
A. Since December 2008.
Q. What unique challenges does your IT department face?
A. Our IT department provides services to several companies
within the CBC group, and the work is tremendously
demanding. We have about 100 administrators in our support
team - 12 in the first level support team, and the rest spread
throughout different locations. We provide support for
thousands of people with a diverse range of needs and
technical experience. The job requires expertise in support,
infrastructure, and applications. Because our customers
represent such a heterogeneous mix of different needs and
technologies, the scope of our knowledgebase must be very
broad. Possessing expertise that covers the entire
Exclusive Interview with Sarit Hershkovitz, Help Desk Manager, IT Division, CBC - Coca-Cola Israel
http://www.sysaid.com page 1
3. technological spectrum requires a lot of experience and hard
work. We provide around the clock support almost 24/7
(excluding Saturdays) all year-round.
Q. Before SysAid, what helpdesk software did you use?
A. We used SAP-CRM Version 5.0 for our first level administrators.
We found it too cumbersome for our call center and its features
were not helpful or tailored to our needs. It quickly became
apparent that we desperately needed a new solution. We
considered many options including Microsoft, PeopleSoft,
Oracle, and others, but they did not meet our expectations and
needs. They were relatively expensive, required intensive
customization, and were simply beyond our budget-range.
One of our IT consultants then suggested that we try out
SysAid. It looked promising, so we decided to give it a try.
Within three months, we succeeded in implementing SysAid
throughout our IT division.
Q. What factors motivated you to switch to SysAid?
A. As a group that values service as a distinctive part of our
company's vision, Coca-Cola switched to SysAid with the
primary intention of improving service quality. Part of my job
includes evaluating the quality of the IT division's
service-orientation. I needed to report directly to senior
management about the level of service my team met, but I
lacked the proper measurement and tracking system. I knew
that without better helpdesk software, our support team
would not be able to provide reports that accurately reflect the
failures and successes of our system.
I was also able to demonstrate how cost-effective SysAid is.
SysAid itself is very affordable. It quantifies the service activities
of our helpdesk, so we can accurately evaluate how our
resources are being used and if we are truly maximizing
productivity. When I showed senior management how simple,
convenient, and intuitive SysAid is to work with, they became
very enthusiastic.
Exclusive Interview with Sarit Hershkovitz, Help Desk Manager, IT Division, CBC - Coca-Cola Israel
http://www.sysaid.com page 2
4. Q. Which tips can you give IT managers who want to implement
SysAid within their own organizations?
A. First of all, you should appeal to people on an intellectual level.
You need to initiate cross-departmental meetings and share
with different representatives the benefits of SysAid on an
organizational and personal level. People of course respond to
incentives, so it helps to organize festive, colorful, and fun
activities. Most importantly, you must get management's
support. It's impossible to effectively implement any new
software if you don't have that.
Q. Why did you to start the SysAid Internal Campaign in Coca-Cola?
A. Our support team really craved change. We had gone through
such a hard time with our previous system, and I saw how
SysAid could transform the day-to-day activities of our IT
department for the better. In particular, I wanted to get my
second level administrators on board. Prior to SysAid, they had
never used any kind of helpdesk software, but only
communicated via email. It was very important to persuade
them that SysAid would in fact benefit them.
Q. What steps have you taken in your SysAid Internal Campaign?
What are your strategies?
A. I decided to create a festive atmosphere that would engage
administrators and promote awareness. I decorated the
support center with the SysAid posters we received, and I
bought lollypops, balloons, and streamers.
If I could, I would do something much more grandiose,
company-wide. It would be great to have the resources to
educate all the departments about how SysAid can improve
the overall quality of service.
Q. How do you motivate your administrators to use SysAid?
A. Again, the biggest challenge was winning over my second level
administrators. With my management's support, I was able to
show them how easy SysAid is to use. With SAP-CRM, every
service request took at least 7 minutes to document and
process. With SysAid, it takes an average of one minute! Its
documentation is quite fast, and I quickly get all the
information I need for analysis. It's also very easy to customize,
which we find absolutely crucial.
Exclusive Interview with Sarit Hershkovitz, Help Desk Manager, IT Division, CBC - Coca-Cola Israel
http://www.sysaid.com page 3
5. Q. What feedback have you received from your levels 1, 2, and 3
administrators?
A. The feedback has been absolutely fantastic. They think it's an
amazing system. I have administrators who've worked with
many different helpdesk software products in various support
centers, and they just love SysAid. That's an enormous
compliment, because they have a lot of experience and hold
very high standards. In addition, the second level support's
managers are now able to more easily and efficiently follow
their team's services and activities.
Q. How has SysAid simplified your day-to-day tasks?
A. It's much easier to supervise the support center's activities.
Tracking service requests is so much simpler. Furthermore, our
customer base is always expanding, and we can now effectively
handle the growing demands with the same number of
administrators. SysAid helped meeting these new challenges.
Q. How would you describe your management style?
A. I am very collaborative. I share my visions with others, and want
everyone to be included in all new projects and developments.
I believe in the necessity of meeting with representatives from
every department. If management, consulting, HR, and other
departments are part of change processes, implementation
can go much more smoothly. The more people included, the
better - because in the end, they are the ambassadors of
change. Orchestrating that kind of collaboration and
cooperation can be challenging, but it's worth it. Furthermore,
I would characterize my style as supportive and
mission-oriented.
Q. On a more personal note, how would you describe yourself?
A. Actually, my management style and my personality are one
and the same!
Q. And how do you relax after a long day at work?
A. I don't! Well, I do enjoy a good book, and I take every
opportunity I can to rest. I really love sleeping.
SysAid Technologies Ltd. 1 Hayarden Street, P.O. Box 1142, Airport City 70100, Israel
Toll Free (U.S.): 800-686-7047 • Fax (U.S.): +1 (617) 507-2559
Tel. (Israel): +972 (3) 533-3675 • Fax (Israel): +972 (3) 761-7205
Exclusive Interview with Sarit Hershkovitz, Help Desk Manager, IT Division, CBC - Coca-Cola Israel
http://www.sysaid.com page 4