Author Archives: Joe the IT Guy


The Best ITSM Way

Continual Service Improvement: More than Process Improvement

It’s important to be good at what you do. In practice that means striving to get better and better. This is a popular attitude and behaviour in IT service management (ITSM), and there is a range of assessment products to measure ITSM process maturity – all basically built on a concept of comparing what is […]

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Integrate SaaS systems

The SaaS-ification of ITSM Means More Than a Hosted Service Desk

When people think about software-as-a-service (SaaS) and IT service management (ITSM), they immediately think of a “hosted ITSM tool,” [...]

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ITSM bridge with DevOps

How DevOps Organizational Changes Impact ITSM

Imagine a river or sea separating two lands. On one side is the “Land of IT” and on the other is the “Land of Business and Customer.” A [...]

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Posted by Joe the IT Guy | 5 Comments on How DevOps Organizational Changes Impact ITSM

Cloud 101

Cloud 101 – And Not Just for Dummies

The cloud deliberately hides the technical and operational complexity from consumers so they can get on with their real jobs. The [...]

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Posted by Joe the IT Guy | 1 Comment on Cloud 101 – And Not Just for Dummies

Get started with change management

15 Tips for Getting Started with Change Management – Part 2

In a previous blog I wrote a little about what change management is before offering seven tips for getting started with it. If you [...]

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Get started with change management

15 Tips for Getting Started with Change Management – Part 1

I’ve previously written an “IT service management (ITSM) Basics” blog on change management that covers what it is, but I thought it’d [...]

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Posted by Joe the IT Guy | 1 Comment on 15 Tips for Getting Started with Change Management – Part 1

Knowledge Management

How to Optimize Your Service Desk’s Knowledge Management

As the central (perhaps even single) point of contact, and “the face of IT,” your IT service desk needs to be a powerhouse of [...]

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Posted by Joe the IT Guy | 2 Comments on How to Optimize Your Service Desk’s Knowledge Management

Problem management & workarounds

Just Maybe, Problem Management Is Not Needed

IT guys are often happiest when something breaks and they have a root cause to find, investigate, and resolve. Sometimes, though, [...]

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Posted by Joe the IT Guy | 6 Comments on Just Maybe, Problem Management Is Not Needed

Recipe for service desk

The Perfect Recipe for Service Desk Customer Feedback Forms

Maintaining a 5-star service desk relies on the continual assessment, and potential improvement, of the service you offer. But it can [...]

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Shadow IT

Is Your IT in the Shadows?

Shadow IT, the introduction and use of IT in an organization with little or no involvement or support from the IT department, is a [...]

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Business continuity, disaster recovery (BC/DR)

Business Continuity Management, Disaster Recovery, and ITSM Are Not Mutually Exclusive

We have all had, or have heard about, IT horror stories that have caused businesses to go into unplanned panic (and most likely to be [...]

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Posted by Joe the IT Guy | 1 Comment on Business Continuity Management, Disaster Recovery, and ITSM Are Not Mutually Exclusive

From pitch perfect to continual service improvement

How to Crush Service Desk Complaints by Boosting Your Capabilities with Continual Service Improvement

Long blog title, I know, but hopefully it got your attention. You might be thinking “IT service desk complaints and continual service [...]

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Posted by Joe the IT Guy | 1 Comment on How to Crush Service Desk Complaints by Boosting Your Capabilities with Continual Service Improvement

Cyber security weaknesses

Building New Security on the Old Foundation

The IT press and social media make it clear that our world is getting riskier every day, making cyber security the new flavor of the [...]

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About me

Joe

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.