As an IT service management (ITSM) professional, what’s going to be important to you in 2019? On a personal level, you might be thinking about: job security, maybe even a promotion or pay raise, or loving what you do in your role. But what I’m talking – OK, writing – about here are (hopefully) some […]
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Joe the IT Guy | Leave a comment
What happened to 2018? It’s probably my age – I’m older than I look – but we seem to be clocking up the years in IT service management [...]
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There are three common IT service management (ITSM) areas where IT service desks often state that they’re struggling, or at least say [...]
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One day real soon, machine learning and other forms of artificial intelligence (AI) will deliver on what they promise and truly help IT [...]
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Once upon a time, there were only a few ways employees could get IT help. They could phone a help desk number, hoping to get a person [...]
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Stephen Mann | Leave a comment
Hopefully I’m not alone in thinking that COBIT – “a framework for the governance and management of enterprise information and [...]
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Update since publication: The latest version of ITIL – ITIL 4 – was released on Monday 18th February. To find out what is actually [...]
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Change management is one of the most necessary, misunderstood, and all-too-often misused IT service management (ITSM) disciplines. If [...]
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“I’ve had a penetration test done, so the service is secure!” (Firstly, no jokes please…) Too often, in my travels visiting a variety [...]
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Artificial intelligence (AI) can be a complicated world to explore – with phrases like general AI and narrow AI, weak AI and strong AI, [...]
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Who’s afraid of the big bad wolf? It’s easy to get lost in a sea of IT security noise right now. Not a day, week, or month seems to go [...]
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Have you ever wondered why new-job “probation periods” are often three to six months? This seems awfully long to me. However, I do [...]
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Daniel Card | Leave a comment
Self-service on the IT service desk is no longer a new concept – with 70-80% of IT service desks having implemented some form of [...]
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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.