Category: IT Service Management (ITSM)


Time for DevOps Change

How to Run a Change Advisory Board in a DevOps World

Hopefully, we all know that – in IT service management (ITSM) – change management (now called “change control” in ITIL 4) is the practice, or capability, that helps organizations to manage IT (and potentially business-impacting) change effectively, efficiently, and safely. Done well, change management (or control) can be a [...]

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Kanban Boards

Using Kanban Boards to Help Manage Change

Hopefully, you already understand change management as the process, or capability, that manages change effectively, efficiently, and [...]

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Digital Transformation

An A – Z of Digital Transformation

You’ve probably heard and read a lot about digital transformation in the last couple of years. You might already be in the midst of [...]

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ITSM Automation

The Top 10 Benefits of ITSM Automation Capabilities

Hey, did you hear that I’ve had an IT service management (ITSM) solution named after me? Oops, sorry it seems that this isn’t what I [...]

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A to Z of Agile

An A – Z of Agile

One day in 2001, seventeen developers got together to talk about the barriers and complications that surrounded the development of [...]

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Analog to digital

How ITSM Tools Help with Back-Office Digital Transformation

The digital transformation of back-office operations might not seem as sexy as the other two – more commonly talked about – elements of [...]

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Organizational Change Management

An A – Z of Organizational Change Management

Please get ready to learn a lot about organizational change management (sometimes abbreviated to OCM). And quickly. The first point I [...]

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IT strategy

Developing a Winning IT Strategy

If you consistently say the words “strategy” and “strategic,” this means that you sound smart, right? Oh my. If I had a dollar for [...]

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A to Z of IT Self-Service Success Tips

An A – Z of IT Self-Service Success Tips

Many organizations are starting to realize the benefits of implementing self-service. It’s a capability that works around the clock, is [...]

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The A to Z of ITSM

The A – Z of ITSM in 2019

As an IT service management (ITSM) professional, what’s going to be important to you in 2019? On a personal level, you might be [...]

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Looking on 2018

Key Changes in ITSM in 2018 and What We Should Learn

What happened to 2018? It’s probably my age – I’m older than I look – but we seem to be clocking up the years in IT service management [...]

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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 [...]

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Artificial Intelligence 4

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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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.