Author Archives: Joe the IT Guy


Employee Experience

Why Employee Experience is About More Than Happy Employees

It’s hard to read anything related to IT service management (ITSM) these days that doesn’t mention experiences, whether it’s customer experience, employee experience, end-user experience, or service experience. For IT service desks, in particular, the topic of employee (or end-user) experience is prevalent either as a [...]

Continue Reading

Posted by Joe the IT Guy | Leave a comment

AI Adoption Success

Using OCM to Help Ensure AI Adoption Success

Artificial intelligence (AI)-enabled capabilities offer IT organizations the opportunity for “better, faster, cheaper” operations and [...]

Continue Reading

Posted by Joe the IT Guy | Leave a comment

XLA Confusion

XLA Confusion: Don’t Delay to Improve Their Business Impact

The IT world is collectively buying into the need for and benefits of experience level agreements (XLAs) and experience data. To [...]

Continue Reading

Posted by Joe the IT Guy | Leave a comment

ITSM Tips 2024

ITSM Tips for 2024

  The SysAid 2023 State of Service Management Report highlighted some significant IT service management (ITSM) and enterprise service [...]

Continue Reading

Posted by Joe the IT Guy | Leave a comment

ITSM Tool Selection

The Changing Drivers for ITSM Tool Selection

The criteria used for IT service management (ITSM) tool selection have almost remained static for the last thirty years. This [...]

Continue Reading

Posted by Joe the IT Guy | Leave a comment

Balanced IT Service Desk Performance

Taking a Balanced View of IT Service Desk Performance

Does your IT service desk use a portfolio of IT metrics? I’m sure the answer is “yes,” but is it really a portfolio? Most online [...]

Continue Reading

Posted by Joe the IT Guy | Leave a comment

How AI Enables ITSM

How AI Enables ITSM, ESM, and the Delivered Employee Experience

It isn’t enough to know that artificial intelligence (AI) can help your organization’s IT service management (ITSM) operations and [...]

Continue Reading

Posted by Joe the IT Guy | Leave a comment

ITIL Certification

So You’ve Got Your ITIL Certification, But What Next?

Undoubtedly, ITIL Foundation is the most popular IT service management (ITSM) qualification or certification around the globe. But what [...]

Continue Reading

Posted by Joe the IT Guy | Leave a comment

Customer Journey Mapping

The Importance of Customer Journeys to IT Service Desks

With all of the IT industry interest in employee experience (EX), you might be looking for insight into the what, why, and how of [...]

Continue Reading

Posted by Joe the IT Guy | Leave a comment

The Value of ITIL 4

Selling the Value of ITIL 4

In terms of the IT service management (ITSM) opportunities available to organizations to improve their IT service delivery and support [...]

Continue Reading

Posted by Joe the IT Guy | Leave a comment

Workforce and Talent Management

What IT Service Desk Managers Need to Know About Workforce and Talent Management

It’s a generalization, admittedly, but how often does the excuse “people who have excelled at technology management get promoted to [...]

Continue Reading

Posted by Joe the IT Guy | Leave a comment

ITSM Tips 2023

23 ITSM Tips for a Better 2023

IT service management (ITSM) is all about improvement and, if the AXELOS 2022 ITSM Benchmarking Report and survey data is correct, [...]

Continue Reading

Posted by Joe the IT Guy | Leave a comment

Value Stream Mapping

What ITSM Practitioners Need to Know About Value Stream Mapping

The introduction of ITIL 4 in 2019 brought a focus on value co-creation and value streams over the traditional process-based approach [...]

Continue Reading

Posted by Joe the IT Guy | Leave a comment

Categories

IT Humor




IT SELF-SERVICE FUTURE

Back to ITSM Blog

More ITSM bloggers

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.