Update since publication: The latest version of ITIL – ITIL 4 – was released on Monday 18th February. To find out what is actually covered in the latest version, along with what has changed, please read this blog by my good friend and ITIL 4 author Stuart Rance. Did someone say “ITIL 4?” I’m definitely […]
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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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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 [...]
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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 [...]
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Ticket escalations are a staple of any IT service desk – where there’s a constant flow of incidents and service requests coming in. [...]
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Ever wanted to know more about service integration and management (affectionately known as SIAM)? Well, if you have, then your luck is [...]
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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.