Four and a half years is a long time in technology, but sadly not so much in IT service management (ITSM). Rather scarily, thinking back to all those 2020 predictions as we started the new decade – well we are over halfway there now. When you look to what has happened to, and within, the […]
Continue Reading Posted by 
Stephen Mann | Leave a comment
It’s important to be good at what you do. In practice that means striving to get better and better. This is a popular attitude and [...]
Continue Reading Posted by 
Joe the IT Guy | Leave a comment
When people think about software-as-a-service (SaaS) and IT service management (ITSM), they immediately think of a “hosted ITSM tool,” [...]
Continue Reading Posted by Joe the IT Guy | Leave a comment
Imagine a river or sea separating two lands. On one side is the “Land of IT” and on the other is the “Land of Business and Customer.” A [...]
Continue Reading Posted by Joe the IT Guy | 5 Comments on How DevOps Organizational Changes Impact ITSM
I recently worked with a service management organisation (in the manufacturing sector) that wanted to improve their service delivery. [...]
Continue Reading Posted by 
Barclay Rae | Leave a comment
For me it was a constant source of bafflement in projects – why does the obvious seem so out of reach when we look at applying IT [...]
Continue Reading Posted by 
Rebecca Beach | Leave a comment
There are Three Ways of DevOps, three principles that underpin all other DevOps patterns. The DevOps Second Way is to “Amplify Feedback [...]
Continue Reading Posted by 
Steve Chambers | Leave a comment
We have all had, or have heard about, IT horror stories that have caused businesses to go into unplanned panic (and most likely to be [...]
Continue Reading Posted by Joe the IT Guy | 1 Comment on Business Continuity Management, Disaster Recovery, and ITSM Are Not Mutually Exclusive
In ITIL 2011 – an IT service management (ITSM) best practice framework – there’s five books covering nearly thirty ITSM processes. And [...]
Continue Reading Posted by Steve Chambers | 1 Comment on Dear Axelos, ITIL Needs Cybernetics
Everyone understands the need for availability of services. I mean, we all want our power services to be there, right? OK, maybe some [...]
Continue Reading Posted by Joe the IT Guy | Leave a comment
Introduction If you’re following IT service management (ITSM) trends, you’ll have noticed continuous improvement is “the new black,” [...]
Continue Reading Posted by 
Ian Clayton | Leave a comment
As part of the rapid growth in social media adoption, Twitter reignited a “chat revolution” and triggered a resurgence in internet [...]
Continue Reading Posted by Joe the IT Guy | Leave a comment
Last year, my good friend Earl Begley wrote an interesting blog called “Things I didn’t learn in ITIL school.” Earl’s blog detailed [...]
Continue Reading Posted by Joe the IT Guy | 4 Comments on 13 ITSM Tips They Don’t Always Tell You at ITIL School
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.