Category: General IT
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 despite a number of improvements made, the relationship with our customers was even more strained, and a major reason was due to the customer experience that we were providing. In the final [...]
Continue Reading Posted by 
Joe the IT Guy | Leave a comment
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 [...]
Continue Reading Posted by Joe the IT Guy | Leave a comment
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: [...]
Continue Reading Posted by Joe the IT Guy | Leave a comment
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 [...]
Continue Reading Posted by Joe the IT Guy | Leave a comment
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 [...]
Continue Reading Posted by Joe the IT Guy | Leave a comment
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 [...]
Continue Reading Posted by 
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 [...]
Continue Reading Posted by Joe the IT Guy | Leave a comment
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 [...]
Continue Reading Posted by Steve Chambers | Leave a comment
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 [...]
Continue Reading Posted by Joe the IT Guy | Leave a comment
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 [...]
Continue Reading Posted by 
Rebecca Beach | Leave a comment
Building New Security on the Old Foundation
The IT press and social media make it clear that our world is getting riskier every day, making cyber security the new flavor of the [...]
Continue Reading Posted by Joe the IT Guy | Leave a comment
7 Tips For Protecting Yourself From Online Security Threats
The biggest online security threat for any individual is ignorance. Put simply, ignorance is not knowing something you should know, or [...]
Continue Reading Posted by Joe the IT Guy | Leave a comment
Bring Your Own Network (BYON)? – the ‘red line’ for support?
I recently wrote about what I see as the positive aspects of Bring Your Own Device (BYOD). But with Bring Your Own Network (BYON), I [...]
Continue Reading Posted by Joe the IT Guy | Leave a comment
Categories
- Best Practice Frameworks (37)
- Change Management (13)
- General IT (38)
- Incident Management (6)
- Industry Events (6)
- Interviews (12)
- IT Asset Management (ITAM) (13)
- IT Service Management (ITSM) (82)
- Knowledge Management (4)
- KPIs and Metrics (11)
- Problem Management (8)
- Service Desk (35)
IT Humor
Get Back to ITSM Basics
More ITSM bloggers
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.