Change management is one of the most necessary, misunderstood, and all-too-often misused IT service management (ITSM) disciplines. If you’ve ever been an IT change manager within an organization, then you’ll know it’s viewed by some as a necessary piece of governance and by others as quite the opposite (i.e. something that [...]
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 [...]
Continue Reading Posted by Joe the IT Guy | Leave a comment
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 [...]
Continue Reading Posted by Joe the IT Guy | Leave a comment
This is the second blog in a three-part series that covers understanding what you need from an IT service management (ITSM) tool, [...]
Continue Reading Posted by Joe the IT Guy | Leave a comment
Much of the IT service management (ITSM) best practice guidance tells us that ITSM software should “come after” people and processes, [...]
Continue Reading Posted by Joe the IT Guy | Leave a comment
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
Ever wanted to know more about service integration and management (affectionately known as SIAM)? Well, if you have, then your luck is [...]
Continue Reading Posted by Joe the IT Guy | Leave a comment
A known error database (KEDB) is a place for your organization’s IT department to store all of its “known errors.” “Known what’s?” I [...]
Continue Reading Posted by Joe the IT Guy | 4 Comments on 5 Reasons Why Your Organization Needs a Known Error Database
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.