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 month. And we’re learning new terms every day, like ransomware for example, where thoughts of paying a ransom in order to grant access to my own systems are downright creepy! […]
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Everyone understands the need for availability of services. I mean, we all want our power services to be there, right? OK, maybe some [...]
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Sometimes people ask me for advice on how to improve their help desk operations and customer service, expecting me to say that they [...]
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Congratulations, you’re a newly-certified ITIL* professional – eager to start adopting the ITIL framework in your organization. You’ve [...]
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As part of the rapid growth in social media adoption, Twitter reignited a “chat revolution” and triggered a resurgence in internet [...]
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Last year, my good friend Earl Begley wrote an interesting blog called “Things I didn’t learn in ITIL school.” Earl’s blog detailed [...]
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Not too long ago, in the IT service management (ITSM) minefield that is LinkedIn groups, a service delivery manager asked: “When is an [...]
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Work can consume a significant part of our lives and, for the majority of us, it’s important to feel that we are appreciated for what [...]
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How is that for a click-bait blog title? This blog is a Q&A session with Steve Chambers who, since about 2009, has written on and [...]
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One of my favorite quotes about metrics and KPIs is: “Don’t measure me on cost or traditional IT metrics, but on the metrics of [...]
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I was asked by my superiors, of which I have many, to write a blog about CSI. But for some reason SysAid’s content editor, the amazing [...]
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The biggest online security threat for any individual is ignorance. Put simply, ignorance is not knowing something you should know, or [...]
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In a previous blog we examined the meta-activities that should be undertaken to provide the best possible prospect of Software [...]
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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.