One day real soon, machine learning and other forms of artificial intelligence (AI) will deliver on what they promise and truly help IT service management (ITSM) pros to better analyze and assess the risk of making a change. Until then, we still need to rely upon good old personal and peer experience. This experience [...]
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Joe the IT Guy | 6 Comments on How to Assess the Risk of a Change with 5 Simple Questions
Hopefully I’m not alone in thinking that COBIT – “a framework for the governance and management of enterprise information and [...]
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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?
“I’ve had a penetration test done, so the service is secure!” (Firstly, no jokes please…) Too often, in my travels visiting a variety [...]
Continue Reading Posted by Joe the IT Guy | 3 Comments on IT Security Basics: Misunderstanding the Purpose of Penetration Testing
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)
Who’s afraid of the big bad wolf? It’s easy to get lost in a sea of IT security noise right now. Not a day, week, or month seems to go [...]
Continue Reading Posted by Joe the IT Guy | 1 Comment on ITSM Basics: Know Your Information Security Threats!
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?
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.