Author Archives: Joe the IT Guy

ITIL-as-a-Service? 7 Cloud-Integrated ITSM Processes

Public cloud services affect more than the traditional on-premise IT infrastructure. They also affect the people that deliver and manage IT services, and the operating and IT service management (ITSM) models used in doing it. An earlier SysAid blog, written by my boss Sarah Lahav, looked at a new Cloud Service Delivery Manager role. To […]

The Road to Kittens Is Littered with BRM

We’ve been hearing more and more about Business Relationship Management (BRM), and for good reason. BRM has been defined as ‘a formal approach to understanding, defining, and supporting inter-business activities’ and therefore is essential in helping service providers deliver the right kind and level of service. Without BRM telling us where to aim, we have […]

The 7 Habits of Highly Effective Incident Managers

Incident management plays a key part in the IT service management ecosystem and in keeping businesses running. But what are the key things that need to be considered when optimizing your incident management capability? Incident management, like Maverick’s need in “Top Gun,” is often all about speed (but not always).

Design Coordination: How to Get Your ITSM Ducks in a Row

If you’ve been following my blogs (or even if you’re just a savvy IT professional like yours truly), then you know that ITIL® offers us a wide range of processes to learn, love. and adapt to our circumstances. Some of them, like incident management and change management are fundamental to IT service management (ITSM): do […]

How Business Relationship Management Could Help You Chase the Right Balls

Yesterday I walked home through the park and watched someone throwing around a ball with his dog. Literally every time the guy first shaped to throw the ball, the dog ran off in the direction it expected the ball to go. Usually this was the wrong direction, because the dog owner then (knowingly) threw the […]