IT service management (ITSM) and IT security have long been two IT management “islands.” However, the traditional separation between IT operations and cybersecurity is no longer sustainable as, with cyber threats growing, ITSM teams must integrate risk-based security into their processes. Importantly, not as an [...]
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Major incidents are stressful. They’re the boogiemen of IT issues, which adversely affect business operations and outcomes. ITIL 4 [...]
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Who doesn’t love the holidays? The feeling of goodwill, the great TV, seeing friends and family. How awesome is the holiday period? But [...]
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In the IT service management (ITSM) world there’s often talk of the need for configuration management and configuration management [...]
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It’s always fun to sit and talk with 2nd line support folks – the ones who actually understand the technological whatsits and [...]
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Incident management plays a key part in the IT service management ecosystem and in keeping businesses running. But what are the key [...]
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I’ve been talking a lot about getting back to basics with incidents and all other things IT service management (ITSM) related – and [...]
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IT service management (ITSM) is constantly evolving, and over the 20 or so years that the term has been in common use, the scope has [...]
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How often do you find yourself standing on the side of a snow-capped mountain, frozen to the spot while helplessly looking up at the [...]
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IT is a huge part of the budget for many companies, and the money spent on IT is intended to create business value and support business [...]
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Last week I posted a blog offering my thoughts and advice on getting started with incident management, based on the premise that [...]
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There’s a lot of documented good or best practices out there on how to do incident management – or so my good friend Stuart Rance tells [...]
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Ok maybe not greatest ever… but it sounded like a sexier title, like I’m a super hero or something. Anyway… I can’t [...]
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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.