Author Archives: Joe the IT Guy


IT's Best Friend

Why IT Is an Organisation’s Best Friend

The IT department is one of, if not THE most important department within any organisation. IT is the glue that holds an organisation together and ultimately helps them achieve their goals (no jokes about me being sticky please). Without IT there would be no organisation in the first place as no one would be able to […]

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Why Should You Involve Customers in the Design of ITSM Processes?

If IT organizations want to provide high quality, reliable IT services to our customers then we need to have good processes. If we just [...]

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Getting to Grips with Software Compliance to Avoid Nasty Surprises

What is software compliance and why is it such a headache for IT departments? In this blog I am going to explores the basic concepts of [...]

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Do Quick Wins Exist for Availability Management?

In order to do their jobs, users need applications, systems and services to be there when they need them. They expect them to be [...]

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How ITSM Supports IT Agility

In the age of digitization, the world is changing at an ever increasing rate.  Businesses need to react to changing conditions and [...]

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ITSM Doesn’t Have to Be Complicated

When organizations want to improve their IT service management they often create huge projects that take a long time to deliver much [...]

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Vendor A with Joe

ITSM Views from a Vendor, with Stephen Mann from ServiceNow

What exactly is your job? I’m a “Senior Manager, Product Marketing” for ServiceNow – not that the job title gives much away about what [...]

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The Greatest Ever Code to Incident Categorization

Ok maybe not greatest ever… but it sounded like a sexier title, like I’m a super hero or something. Anyway… I can’t [...]

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Posted by Joe the IT Guy | 10 Comments on The Greatest Ever Code to Incident Categorization

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Are You An IT Help Desk Or An IT Service Desk?

Talk about a tricky question. Are you offering, or working on, a help desk or a service desk? And does it really matter? Looking at [...]

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Posted by Joe the IT Guy | 2 Comments on Are You An IT Help Desk Or An IT Service Desk?

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The Help Ducks Institute (HDI) 2014 Conference: Have Fun And Save Some Ducks

I recently found out that the D in HDI was for Desk not for Ducks. So sadly the HDI Annual Conference and Exhibition (HDI14) isn’t the [...]

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For Heaven’s Sake, Please Take The Meh Out Of Your Service Desk Metrics

What is it with IT people and metrics? We seem to be obsessed with monitoring this and measuring that. And don’t get me started with [...]

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Managing a Major Problem

The ITIL Service Operation book says you should have a “major problem review” after resolving a major problem, but it doesn’t provide [...]

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Posted by Joe the IT Guy | 1 Comment on Managing a Major Problem

Ashok Srivastava

ITSM Views from a Vendor, with Ashok Srivastava from Kovair

What exactly is your job? I’m the Senior Manager – Solutions & Services at Kovair Software and work mainly on out-of-box [...]

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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.