When people think about software-as-a-service (SaaS) and IT service management (ITSM), they immediately think of a “hosted ITSM tool,” where their favorite service desk or ITSM tool runs off-premises in the cloud, usually hosted by the vendor. However, the SaaS revolution is also happening outside of the ITSM world (yes, [...]
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Joe the IT Guy | Leave a comment
Imagine a river or sea separating two lands. On one side is the “Land of IT” and on the other is the “Land of Business and Customer.” A [...]
Continue Reading Posted by Joe the IT Guy | 5 Comments on How DevOps Organizational Changes Impact ITSM
I recently worked with a service management organisation (in the manufacturing sector) that wanted to improve their service delivery. [...]
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Barclay Rae | Leave a comment
For me it was a constant source of bafflement in projects – why does the obvious seem so out of reach when we look at applying IT [...]
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Rebecca Beach | Leave a comment
There are Three Ways of DevOps, three principles that underpin all other DevOps patterns. The DevOps Second Way is to “Amplify Feedback [...]
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Steve Chambers | Leave a comment
We have all had, or have heard about, IT horror stories that have caused businesses to go into unplanned panic (and most likely to be [...]
Continue Reading Posted by Joe the IT Guy | 1 Comment on Business Continuity Management, Disaster Recovery, and ITSM Are Not Mutually Exclusive
In ITIL 2011 – an IT service management (ITSM) best practice framework – there’s five books covering nearly thirty ITSM processes. And [...]
Continue Reading Posted by Steve Chambers | 1 Comment on Dear Axelos, ITIL Needs Cybernetics
Everyone understands the need for availability of services. I mean, we all want our power services to be there, right? OK, maybe some [...]
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Introduction If you’re following IT service management (ITSM) trends, you’ll have noticed continuous improvement is “the new black,” [...]
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Ian Clayton | Leave a comment
As part of the rapid growth in social media adoption, Twitter reignited a “chat revolution” and triggered a resurgence in internet [...]
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Last year, my good friend Earl Begley wrote an interesting blog called “Things I didn’t learn in ITIL school.” Earl’s blog detailed [...]
Continue Reading Posted by Joe the IT Guy | 4 Comments on 13 ITSM Tips They Don’t Always Tell You at ITIL School
Last week, in Part 1 of my two-part series on configuration management, I covered what configuration management is and the importance [...]
Continue Reading Posted by Rebecca Beach | 2 Comments on ITSM Basics: How to Do Configuration Management – Part 2
One of the biggest pain points I’ve encountered during my years of working in IT service management (ITSM) is the fallout from the [...]
Continue Reading Posted by Rebecca Beach | 4 Comments on ITSM Basics: How to Do Configuration Management – Part 1
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.