Measuring risk

How to Assess the Risk of a Change with 5 Simple Questions

One day real soon, machine learning and other forms of artificial intelligence (AI) will deliver on what they promise and truly help IT service management (ITSM) pros to better analyze and assess the risk of making a change. Until then, we still need to rely upon good old personal and peer experience. This experience [...]

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Posted by Joe the IT Guy Joe the IT Guy | 1 Comment on How to Assess the Risk of a Change with 5 Simple Questions

Happy and sad support agents

The Changing Landscape of IT Service Desk Contact Channels

Once upon a time, there were only a few ways employees could get IT help. They could phone a help desk number, hoping to get a person [...]

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Posted by Stephen Mann Stephen Mann | Leave a comment

COBIT 2019

COBIT 5 is Dead, Long Live COBIT 2019

Hopefully I’m not alone in thinking that COBIT – “a framework for the governance and management of enterprise information and [...]

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Looking to the future of ITIL 4

ITSM Future: 10 Things I’d Like to See in ITIL 4

Did someone say “ITIL 4?” I’m definitely hearing a lot more buzz about the new version of this IT service management (ITSM) best [...]

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Posted by Joe the IT Guy Joe the IT Guy | 4 Comments on ITSM Future: 10 Things I’d Like to See in ITIL 4

Change management cog wheels

What’s Missing from Most ITSM Change Management Processes?

Change management is one of the most necessary, misunderstood, and all-too-often misused IT service management (ITSM) disciplines.  If [...]

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Posted by Joe the IT Guy Joe the IT Guy | 2 Comments on What’s Missing from Most ITSM Change Management Processes?

It's all a misunderstanding

IT Security Basics: Misunderstanding the Purpose of Penetration Testing

“I’ve had a penetration test done, so the service is secure!” (Firstly, no jokes please…) Too often, in my travels visiting a variety [...]

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The A – Z of Artificial Intelligence (AI)

Artificial intelligence (AI) can be a complicated world to explore – with phrases like general AI and narrow AI, weak AI and strong AI, [...]

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Securitythreat

ITSM Basics: Know Your Information Security Threats!

Who’s afraid of the big bad wolf? It’s easy to get lost in a sea of IT security noise right now. Not a day, week, or month seems to go [...]

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How to hit the ground running with a new ITSM job

How to “Hit the Ground Running” with a New ITSM Job

Have you ever wondered why new-job “probation periods” are often three to six months? This seems awfully long to me. However, I do [...]

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Posted by Daniel Card Daniel Card | Leave a comment

Self-Service Experience

ITSM Basics: 5 Ways to Improve Your End Users’ Self-Service Experience

Self-service on the IT service desk is no longer a new concept – with 70-80% of IT service desks having implemented some form of [...]

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Cloud myth debunker

Still Insecure About Cloud? Then Read This Cloud Myth Debunker!

Are you like me and still hearing crazy stuff about security in the cloud? “We don’t think public cloud is secure.” “We’re interested [...]

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Implementing an ITSM Tool: Plan the Change Well

While this blog can stand alone, it’s also the third part in my three-part blog series related to IT service management (ITSM) tool [...]

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Implementing an ITSM Tool: Understand Your Needs

This is the second blog in a three-part series that covers understanding what you need from an IT service management (ITSM) tool, [...]

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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.