Author Archives: Joe the IT Guy


Availability Management

Availability Management Is Harder Than It Looks

Everyone understands the need for availability of services. I mean, we all want our power services to be there, right? OK, maybe some things are best done in the dark but I still want to be sure the lights come on when I flip the switch. Us New Yorkers expect most things 24×7, but I […]

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Customer Service on the Help Desk

7 Simple Tips to Improve Customer Service on the Help Desk

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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ITIlL mistakes

6 Reasons Why You’re Going Wrong With ITIL

Congratulations, you’re a newly-certified ITIL* professional – eager to start adopting the ITIL framework in your organization. You’ve [...]

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Posted by Joe the IT Guy | 3 Comments on 6 Reasons Why You’re Going Wrong With ITIL

Minion hubot cropped

Add Hubot to Your ITSM Team

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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School ITIL

13 ITSM Tips They Don’t Always Tell You at ITIL School

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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Posted by Joe the IT Guy | 4 Comments on 13 ITSM Tips They Don’t Always Tell You at ITIL School

ITSM merry go round

Why Do We Overcomplicate IT Service Management?

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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Posted by Joe the IT Guy | 1 Comment on Why Do We Overcomplicate IT Service Management?

Promotion blog

6 Tips on How to Get Ahead in IT Service Management

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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Posted by Joe the IT Guy | 4 Comments on 6 Tips on How to Get Ahead in IT Service Management

What's wrong with ITIL?

An Interview with the UK’s #1 ITIL Hater

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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Posted by Joe the IT Guy | 3 Comments on An Interview with the UK’s #1 ITIL Hater

Lean ITSM

ITSM KPIs: No More Blah, Blah, Blah, Just Boom, Boom, Boom

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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5 simple steps for CSI

5 Simple Steps for Starting with Continual Service Improvement (CSI)

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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Posted by Joe the IT Guy | 4 Comments on 5 Simple Steps for Starting with Continual Service Improvement (CSI)

Security Threats

7 Tips For Protecting Yourself From Online Security Threats

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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Software Asset Management

How to Write a Software Asset Management Process – Part 2

  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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Posted by Joe the IT Guy | 1 Comment on How to Write a Software Asset Management Process – Part 2

Building ITSM House Part 4

Building Your ITSM House, Part 4

Can you feel the excitement?  All of the hard work is paying off – our ITSM house that we’ve been building is taking shape!  In Part 1 [...]

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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.