It’s hard to believe that 2020 is almost upon us and we will no longer get those “IT service management (ITSM) in 2020” blogs that were popular mid-decade – and back then it seemed such a long way off. Now, as we rapidly approach 2020, life is probably very different from where we thought we’d […]
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AIOps is becoming “the next big thing” in the IT management world because the technology employed, and IT operations, have changed [...]
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Chatbots are coming to the IT service desk, and why wouldn’t they? They’ve the potential to reduce workload for your agents, increase [...]
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The role of an IT service desk manager is an important one within IT service management (ITSM) but it isn’t a role that’s suitable to [...]
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A new version of the ITIL IT service management (ITSM) best practice framework – ITIL 4 – was released early in 2019. It was big news [...]
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Mental health and wellbeing have become popular business-media topics in recent years and I’m really pleased to see that this focus has [...]
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Hey, did you hear that I’ve had an IT service management (ITSM) solution named after me? Oops, sorry it seems that this isn’t what I [...]
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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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Workplace stress has been a topic of research for many years but the condition itself seems to be on the rise – with one study finding [...]
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Working on the IT service desk is an excellent way to test the waters to see whether a career in IT is what you want. It’s an [...]
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VeriSM – marketed as “service management for the digital age” – has been called “the new kid in town” in the world of service [...]
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ITIL is often called the most popular framework for IT service management (ITSM) but its last update was in 2011 which, when we [...]
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COBIT is a framework designed to support the governance and management of enterprise IT. It helps organizations to deliver value to [...]
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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.