Category: General IT
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 technology and the added complexity (although sometimes new technology might offer increased simplicity), has given us ITSM professionals a once in a lifetime opportunity to be taken really [...]
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Joe the IT Guy | Leave a comment
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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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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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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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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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
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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Dead Bodies and Minefields on the Wrong Paths to Cloud
There is a promised path to the cloud. One that feels familiar to hardware and software vendors, and to their armies of certified [...]
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Steve Chambers | Leave a comment
Cloud 101 – And Not Just for Dummies
The cloud deliberately hides the technical and operational complexity from consumers so they can get on with their real jobs. The [...]
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Resilience Engineering and the Five Missing Teeth of Availability Management
“Do as I say, not as I do” is an instruction that most children are familiar with. Their questions receive the shriek “Because I’m your [...]
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Is Your IT in the Shadows?
Shadow IT, the introduction and use of IT in an organization with little or no involvement or support from the IT department, is a [...]
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Why Are There So Few Women in IT?
Although we’re now well into the 21st century, the goals of the gender-equality movement have still to be accomplished, especially in [...]
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Rebecca Beach | Leave a comment
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About me
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.