Warning: If you were born without a sense of humor, or have had it surgically removed at some point in your life, please click away from this blog now. Also before you read this blog – based on the musings of my imaginary pet end user, sorry “colleague” – please note that I’m not anti-ITIL, […]
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If you’ve attended an ITIL Foundation course, you’ll remember learning about emergency changes, and the role of the ECAB – the [...]
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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 [...]
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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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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.