It’s always fun to sit and talk with 2nd line support folks – the ones who actually understand the technological whatsits and thingamajigs that underpin all our IT services. And it’s especially enjoyable if done over a drink or two, and when you get them onto the general intelligence level of the users they support. […]
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As an IT service management (ITSM) professional you might be at arm’s length from what’s happening in the software development world. [...]
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In IT, one of our biggest (maybe even our favorite?) grumble, every year, is how the business expects us to deliver more for less. So [...]
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It really is an exciting time to be in IT service management (ITSM) – and not just because I’m here. The accelerated development of [...]
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The end of the year is often a time to reflect on our past, from the year just gone to even further back in time, and then to look to [...]
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It sometimes feels like the phrase “Do more, with less” has been with us since we started delivering technology-enabled solutions to [...]
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My previous blog talked about what customer experience actually IS, along with a video that followed my learning cycle. We saw [...]
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Really, what IS customer experience (or CX for short)? Most explanations refer to a customer interacting with a business and its [...]
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Bring your own device (BYOD), or even BYOX appears to be an emerging norm in many organizations. It is a function of multiple factors: [...]
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I’ve been talking a lot about getting back to basics with incidents and all other things IT service management (ITSM) related – and [...]
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Whether you ask for your pizza with extra “tom-mah-toe” or “toe-may-toe,” the end result is going to be the same – extra tomatoes on [...]
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There is a promised path to the cloud. One that feels familiar to hardware and software vendors, and to their armies of certified [...]
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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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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.