It’s always fun to sit and talk with 2nd line support folks – the ones who actually understand the technological whatsits and thingamajigs that underpin all our IT services. And it’s especially enjoyable if done over a drink or two, and when you get them onto the general intelligence level of the users they support. […]
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Joe the IT Guy | Leave a comment
Knowledge management is playing an increasingly important part in the IT service management (ITSM) ecosystem, and in keeping businesses [...]
Continue Reading Posted by Joe the IT Guy | 2 Comments on The 7 Habits of Highly Effective Knowledge Managers
Oftentimes it’s the every day things I do in my life that teach me about service management. So let me tell you what happened this [...]
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DevOps? ITIL? DevOps versus ITIL? There’s still lots of talk around which approach companies should take. But thankfully, there’s a [...]
Continue Reading Posted by Joe the IT Guy | 4 Comments on 15 Hacks Required to Align ITIL and DevOps
If you’ve ever worked in a manufacturing environment, then you certainly know what Work In Progress (WIP) looks like: stacks of [...]
Continue Reading Posted by Joe the IT Guy | 2 Comments on How to Identify and Measure Your Work in Progress (WIP)
This was the situation: my customer had a dysfunctional business. It wasn’t a large company, and many employees had been there for [...]
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Daniel Breston | 3 Comments on Case Study: Using Value Stream Mapping for IT Service Improvement
Many companies still need to manage their software asset investments better – to reduce risks and financial “wastage.” It can be a huge [...]
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COBIT might have started life as a tool for IT auditors, and the requirement for IT-related internal controls (hey, there’s no need to [...]
Continue Reading Posted by Joe the IT Guy | 2 Comments on COBIT 101 – So Much More Than “Control Objectives for Information and Related Technologies”
In the development and adoption of an IT service management (ITSM) ecosystem, people will spend many hours working on the design and [...]
Continue Reading Posted by Joe the IT Guy | 1 Comment on 3 Lean Tips to Enhance Your Everyday ITSM Activities
Who’d have thought that there are IT security lessons to be learned from a new approach the UK Government took to reducing speeding? [...]
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Problem management can be one of the most beneficial IT service management disciplines, but it can also be one of the most difficult to [...]
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Welcome back to this SysAdmin Day + IT service desk lovefest blog! Following on from my previous post – which covered trust (in [...]
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It’s System Administrator Appreciation Day at the end of the month (July 28th to be specific), hooray for SysAdmins! It’s great that we [...]
Continue Reading Posted by Joe the IT Guy | 1 Comment on The First 5 Reasons to Love Your IT Service Desk
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.