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 concrete bridge called “IT Service Management” (ITSM) exists to connect the two lands over the water that allows IT changes into the business in one direction, and […]
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Joe the IT Guy | 5 Comments on How DevOps Organizational Changes Impact ITSM
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
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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In a previous blog I wrote a little about what change management is before offering seven tips for getting started with it. If you [...]
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I’ve previously written an “IT service management (ITSM) Basics” blog on change management that covers what it is, but I thought it’d [...]
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“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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As the central (perhaps even single) point of contact, and “the face of IT,” your IT service desk needs to be a powerhouse of [...]
Continue Reading Posted by Joe the IT Guy | 2 Comments on How to Optimize Your Service Desk’s Knowledge Management
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
IT guys are often happiest when something breaks and they have a root cause to find, investigate, and resolve. Sometimes, though, [...]
Continue Reading Posted by Joe the IT Guy | 6 Comments on Just Maybe, Problem Management Is Not Needed
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
Maintaining a 5-star service desk relies on the continual assessment, and potential improvement, of the service you offer. But it can [...]
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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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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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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.