It’s not often that I admit to being excited by a new ITIL publication – the popular IT service management (ITSM) best practice framework. Having passed the ITIL v2 incarnations of the ITIL Foundation and Manager’s courses over 10 years ago, I have since read up on the ITIL v3 changes in 2007 (although a […]
Continue Reading Posted by 
Stephen Mann | 5 Comments on 8 Things that Stand Out in the New ITIL Practitioner Guidance Book
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 [...]
Continue Reading Posted by 
Joe the IT Guy | Leave a comment
Everyone understands the need for availability of services. I mean, we all want our power services to be there, right? OK, maybe some [...]
Continue Reading Posted by Joe the IT Guy | Leave a comment
Introduction If you’re following IT service management (ITSM) trends, you’ll have noticed continuous improvement is “the new black,” [...]
Continue Reading Posted by 
Ian Clayton | Leave a comment
As part of the rapid growth in social media adoption, Twitter reignited a “chat revolution” and triggered a resurgence in internet [...]
Continue Reading Posted by Joe the IT Guy | Leave a comment
Last year, my good friend Earl Begley wrote an interesting blog called “Things I didn’t learn in ITIL school.” Earl’s blog detailed [...]
Continue Reading Posted by Joe the IT Guy | 4 Comments on 13 ITSM Tips They Don’t Always Tell You at ITIL School
Last week, in Part 1 of my two-part series on configuration management, I covered what configuration management is and the importance [...]
Continue Reading Posted by 
Rebecca Beach | 2 Comments on ITSM Basics: How to Do Configuration Management – Part 2
One of the biggest pain points I’ve encountered during my years of working in IT service management (ITSM) is the fallout from the [...]
Continue Reading Posted by Rebecca Beach | 4 Comments on ITSM Basics: How to Do Configuration Management – Part 1
Not too long ago, in the IT service management (ITSM) minefield that is LinkedIn groups, a service delivery manager asked: “When is an [...]
Continue Reading Posted by Joe the IT Guy | 1 Comment on Why Do We Overcomplicate IT Service Management?
Work can consume a significant part of our lives and, for the majority of us, it’s important to feel that we are appreciated for what [...]
Continue Reading Posted by Joe the IT Guy | 4 Comments on 6 Tips on How to Get Ahead in IT Service Management
How is that for a click-bait blog title? This blog is a Q&A session with Steve Chambers who, since about 2009, has written on and [...]
Continue Reading Posted by Joe the IT Guy | 3 Comments on An Interview with the UK’s #1 ITIL Hater
Can you feel the excitement? All of the hard work is paying off – our ITSM house that we’ve been building is taking shape! In Part 1 [...]
Continue Reading Posted by Joe the IT Guy | Leave a comment
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.