Category: General IT


Awkward DevOps questions

5 Awkward Questions for the Production-End of the DevOps Pipeline

DevOps isn’t just about development, the creation of new code and capabilities, there’s also the need to release to the production environment in a way that’s both swift and “safe” – protecting business operations in line with the organization’s appetite for risk. Much has been said and written about the left-to-right [...]

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Cloud Is Now for Grown-Ups

Public cloud has come a long way since we were all worried about the levels of security and availability associated with the delivery [...]

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User errors

How a User Error Can Be a Constructive Tool

It’s always fun to sit and talk with 2nd line support folks – the ones who actually understand the technological whatsits and [...]

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Tech buzzwords

3 of the Hottest Technology Buzzwords of 2017 Explained

As an IT service management (ITSM) professional you might be at arm’s length from what’s happening in the software development world. [...]

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IT does more with less

Why IT Has to Do More with Less Every Single Year

In IT, one of our biggest (maybe even our favorite?) grumble, every year, is how the business expects us to deliver more for less. So [...]

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2017 ITSM Agenda

10 Things You Need to Know to Set the Right ITSM Agenda for 2017

It really is an exciting time to be in IT service management (ITSM) – and not just because I’m here. The accelerated development of [...]

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ITSM Challenges for 2017

Cloud Bite Point: A Literary Look at the ITSM Challenges for 2017

The end of the year is often a time to reflect on our past, from the year just gone to even further back in time, and then to look to [...]

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Can ITSM truly be agile?

Agile Service Management: Can ITSM Truly Be Agile?

It sometimes feels like the phrase “Do more, with less” has been with us since we started delivering technology-enabled solutions to [...]

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Customer experience

Uncovering and Managing the Customer Experience

My previous blog talked about what customer experience actually IS, along with a video that followed my learning cycle. We saw that [...]

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Customer experience

What Is Customer Experience?

Really, what IS customer experience (or CX for short)? Most explanations refer to a customer interacting with a business and its [...]

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Why BYOD Is a “Result” for ITSM

Bring your own device (BYOD), or even BYOX appears to be an emerging norm in many organizations. It is a function of multiple factors: [...]

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Behind the scenes with IT basics

5 Behind-the-Scene Stages of Dealing with an Incident

I’ve been talking a lot about getting back to basics with incidents and all other things IT service management (ITSM) related – and [...]

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You Say Tomato: Help Desk vs. Service Desk

You Say Tomato: Help Desk vs. Service Desk

Whether you ask for your pizza with extra “tom-mah-toe” or “toe-may-toe,” the end result is going to be the same – extra tomatoes on [...]

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About me

Joe

So in case you hadn't worked it out yet, I'm Joe! Hello there. I'm a native New Yorker and I love everything connected to IT service management (ITSM). I'm a passionate blogger and Twitter addict, and I'm also the resident IT guy at SysAid Technologies.