In IT, one of our biggest (maybe even our favorite?) grumble, every year, is how the business expects us to deliver more for less. So why is that? Perhaps there’s one overriding reason why the business expects it: IT has, by and large, delivered exactly that for the last 50 years or so. From inside […]
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Have you ever thought about the truly basic concepts underpinning continual service improvement (CSI)? Let’s take a look at the words [...]
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As more companies move to adopt DevOps practices to improve IT performance (my company included), I was thinking to myself – is it [...]
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IT service management (ITSM) and ITIL, the most commonly adopted ITSM best practice framework, are both full of terminology. Just look [...]
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It really is an exciting time to be in IT service management (ITSM) – and not just because I’m here. The accelerated development of [...]
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The end of the year is often a time to reflect on our past, from the year just gone to even further back in time, and then to look to [...]
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Using an IT balanced scorecard will help your IT organization to focus on the right things – for both delivering against business needs [...]
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Is your organization thinking about creating a service catalog and service request catalog (or starting over with it again)? It can be [...]
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It sometimes feels like the phrase “Do more, with less” has been with us since we started delivering technology-enabled solutions to [...]
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There’s a lot of IT jargon in the IT service management (ITSM) space, much of which has been created as part of ITIL, the most commonly [...]
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My previous blog talked about what customer experience actually IS, along with a video that followed my learning cycle. We saw [...]
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Really, what IS customer experience (or CX for short)? Most explanations refer to a customer interacting with a business and its [...]
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Without knowing how well we’re doing, we can’t show that we’re getting better. IT service management (ITSM) service providers need 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.