Nowadays, chatbots seem to be all the rage and it’s fair to say that, over the past couple of years, they’ve developed into a pretty useful tool for many business-to-consumer (B2C) organizations. Jump onto any major commercial website these days and it’s likely you’ll have the option to chat with a bot. Just the other […]
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Hopefully you saw my COBIT 2019 blog in November – but when I wrote it I hadn’t seen the detail of what had changed in this new version [...]
Continue Reading Posted by Joe the IT Guy | 22 Comments on COBIT 2019 – the Key Changes to COBIT 5
As an IT service management (ITSM) professional, what’s going to be important to you in 2019? On a personal level, you might be [...]
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What happened to 2018? It’s probably my age – I’m older than I look – but we seem to be clocking up the years in IT service management [...]
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There are three common IT service management (ITSM) areas where IT service desks often state that they’re struggling, or at least say [...]
Continue Reading Posted by Joe the IT Guy | 2 Comments on ITSM Basics: The State of IT Service Desk Metrics as We Enter 2019
One day real soon, machine learning and other forms of artificial intelligence (AI) will deliver on what they promise and truly help IT [...]
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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 [...]
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“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, [...]
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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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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.