My native language is English, and this makes it very easy for me to access many different sources of information. I sometimes forget that I am in a very privileged position and that most other people are forced to operate in a foreign language a lot of the time. This was brought home to me […]
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I felt like I needed a bit of a break from ITSM. So I thought, why not write something on a super sexy subject? Then I decided to write [...]
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The IT department is one of, if not THE most important department within any organisation. IT is the glue that holds an organisation [...]
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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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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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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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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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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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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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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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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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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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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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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.