Category: General IT
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 business challenges and opportunities. Typically nowadays, IT departments get a small year-on-year reduction in their budget with an expectation they will do the same or more in the coming [...]
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Joe the IT Guy | Leave a comment
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
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 [...]
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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 [...]
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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.