Hopefully I’m not alone in thinking that COBIT – “a framework for the governance and management of enterprise information and technology (I&T), aimed at the whole organization” – is not as popular in IT service management (ITSM) as it could, and should, be. Well, things might be about to change because ISACA has [...]
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Joe the IT Guy | Leave a comment
Update since publication: The latest version of ITIL – ITIL 4 – was released on Monday 18th February. To find out what is actually [...]
Continue Reading Posted by Joe the IT Guy | 5 Comments on ITSM Future: 10 Things I’d Like to See in ITIL 4
Change management is one of the most necessary, misunderstood, and all-too-often misused IT service management (ITSM) disciplines. If [...]
Continue Reading Posted by Joe the IT Guy | 6 Comments on What’s Missing from Most ITSM Change Management Processes?
Artificial intelligence (AI) can be a complicated world to explore – with phrases like general AI and narrow AI, weak AI and strong AI, [...]
Continue Reading Posted by Joe the IT Guy | 15 Comments on The A – Z of Artificial Intelligence (AI)
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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Daniel Card | Leave a comment
Self-service on the IT service desk is no longer a new concept – with 70-80% of IT service desks having implemented some form of [...]
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Are you like me and still hearing crazy stuff about security in the cloud? “We don’t think public cloud is secure.” “We’re interested [...]
Continue Reading Posted by Joe the IT Guy | 1 Comment on Still Insecure About Cloud? Then Read This Cloud Myth Debunker!
While this blog can stand alone, it’s also the third part in my three-part blog series related to IT service management (ITSM) tool [...]
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This is the second blog in a three-part series that covers understanding what you need from an IT service management (ITSM) tool, [...]
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Much of the IT service management (ITSM) best practice guidance tells us that ITSM software should “come after” people and processes, [...]
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OK, it’s a bit of a clickbait-y title – but we need to question whether the current “handling” of IT support customer satisfaction [...]
Continue Reading Posted by Joe the IT Guy | 3 Comments on Are IT Support’s Customer Satisfaction Surveys Their Own Worst Enemy?
Ticket escalations are a staple of any IT service desk – where there’s a constant flow of incidents and service requests coming in. [...]
Continue Reading Posted by Joe the IT Guy | 3 Comments on 5 Tips for Handling Ticket Escalations
I’ve written a lot about how internal IT support and IT service management (ITSM) are changing – from the impact of consumerization [...]
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Stephen Mann | 1 Comment on What IT Support Can Learn from Customer Service Trends
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.