Tag: ITIL


iso2000

Hello ISO 20000 (2018), We’ve Been Expecting You

At the end of last year, the service management standard ISO/IEC 20000, usually referred to as simply ISO 20000, was given a revision. With its last update in 2011, and some pretty big changes in the worlds of business, technology, and service management since then, it’s safe to say that we’ve been expecting it. The […]

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looking-on-2018

Key Changes in ITSM in 2018 and What We Should Learn

What happened to 2018? It’s probably my age – I’m older than I look – but we seem to be clocking up the years in IT service management [...]

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Posted by Joe the IT Guy Joe the IT Guy | 2 Comments on Key Changes in ITSM in 2018 and What We Should Learn

Measuring risk

How to Assess the Risk of a Change with 5 Simple Questions

One day real soon, machine learning and other forms of artificial intelligence (AI) will deliver on what they promise and truly help IT [...]

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Posted by Joe the IT Guy Joe the IT Guy | 1 Comment on How to Assess the Risk of a Change with 5 Simple Questions

Looking to the future of ITIL 4

ITSM Future: 10 Things I’d Like to See in ITIL 4

Update since publication: The latest version of ITIL – ITIL 4 – was released on Monday 18th February. To find out what is actually [...]

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Posted by Joe the IT Guy Joe the IT Guy | 5 Comments on ITSM Future: 10 Things I’d Like to See in ITIL 4

Change management cog wheels

What’s Missing from Most ITSM Change Management Processes?

Change management is one of the most necessary, misunderstood, and all-too-often misused IT service management (ITSM) disciplines.  If [...]

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Posted by Joe the IT Guy Joe the IT Guy | 2 Comments on What’s Missing from Most ITSM Change Management Processes?

3 Important Cloud Views for the ITSM Capacity Manager

When applications and infrastructure run out of capacity, they adversely impact services and business operations. To mitigate this [...]

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10 Ways Your IT Service Desk Will Benefit from a Knowledge Base

A knowledge base is arguably one of the most important tools that your organization’s IT service desk needs. Without a knowledge base, [...]

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What’s Organizational Change Management and Why Should ITSM Pros Be Bothered?

Have you ever wondered why it happens that when your IT department introduces new technology based on the promise of great benefits, [...]

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ITSM Basics: 6 Top Tips to Reduce MTTR

It’s important that we, as IT service management (ITSM) pros, all know about the value stream and service quality – but sometimes [...]

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Posted by Joe the IT Guy Joe the IT Guy | 7 Comments on ITSM Basics: 6 Top Tips to Reduce MTTR

ITSM Basics: The Top 13 “Approaches” Used by IT Service Desks

When looking to improve you IT service desk operations and results, there are a variety of best practice methodologies, frameworks, [...]

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What ITSM Needs to Learn from DevOps Training

If you actively participate in the IT service management (ITSM) community, then you’ve probably heard the growing level of [...]

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How to Use Kaizen to Drive Service Improvements (Part 2)

Many IT organizations will admit to the fact that they could be somewhat better at getting better, i.e. better at improving operations [...]

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Highly Effective Release Managers

The 7 Habits of Highly Effective Release Managers

Aha, the highly-effective series continues. Release management is often a misunderstood process, or capability, with the dividing line [...]

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About me

Joe

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.