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 service management (ITSM) in an outsourced environment? Where is the common sense? After all, the premise (on paper at least) makes sense, does it not? A well-structured and […]
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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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Joe the IT Guy | 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
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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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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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
It’s not often that I admit to being excited by a new ITIL publication – the popular IT service management (ITSM) best practice [...]
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Stephen Mann | 5 Comments on 8 Things that Stand Out in the New ITIL Practitioner Guidance Book
Long blog title, I know, but hopefully it got your attention. You might be thinking “IT service desk complaints and continual service [...]
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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
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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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
Sometimes people ask me for advice on how to improve their help desk operations and customer service, expecting me to say that they [...]
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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.