Tag: ITSM


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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Three fingers

3 Ways to Use, and Benefit from, a Service Catalog

The service catalog is one of the most useful technology products in IT service management (ITSM) today. Done well, it acts as a [...]

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A – Z of IT Self-Service Success Tips

An A – Z of IT Self-Service Success Tips

Many organizations are starting to realize the benefits of implementing self-service. It’s a capability that works around the clock, is [...]

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COBIT 2019

COBIT 2019 – the Key Changes to COBIT 5

Hopefully you saw my COBIT 2019 blog in November – but when I wrote it I hadn’t seen the detail of what had changed in this new version [...]

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The A - Z of ITSM

The A – Z of ITSM in 2019

As an IT service management (ITSM) professional, what’s going to be important to you in 2019? On a personal level, you might be [...]

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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

Happy and sad support agents

The Changing Landscape of IT Service Desk Contact Channels

Once upon a time, there were only a few ways employees could get IT help. They could phone a help desk number, hoping to get a person [...]

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Posted by Stephen Mann Stephen Mann | Leave a comment

COBIT 2019

COBIT 5 is Dead, Long Live COBIT 2019

Hopefully I’m not alone in thinking that COBIT – “a framework for the governance and management of enterprise information and [...]

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Posted by Joe the IT Guy Joe the IT Guy | 4 Comments on COBIT 5 is Dead, Long Live COBIT 2019

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?

The A – Z of Artificial Intelligence (AI)

Artificial intelligence (AI) can be a complicated world to explore – with phrases like general AI and narrow AI, weak AI and strong AI, [...]

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How to hit the ground running with a new ITSM job

How to “Hit the Ground Running” with a New ITSM Job

Have you ever wondered why new-job “probation periods” are often three to six months? This seems awfully long to me. However, I do [...]

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Posted by Daniel Card Daniel Card | Leave a comment

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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.