With so much going on in the world of IT service management (ITSM), and the wider IT management space, it’s easy to neglect some of the ITSM or IT management basics (and I feel your pain). Take Windows PC deployment as an example – are you still doing this the same way you’ve done it […]
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Joe the IT Guy | 6 Comments on Taking a More Modern Approach to Windows Deployment
The service catalog is one of the most useful technology products in IT service management (ITSM) today. Done well, it acts as a [...]
Continue Reading Posted by Joe the IT Guy | 2 Comments on 3 Ways to Use, and Benefit from, a Service Catalog
Nowadays, chatbots seem to be all the rage and it’s fair to say that, over the past couple of years, they’ve developed into a pretty [...]
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IT service desks are probably the most measured – in terms of performance – part of the IT organization. And they, and their people are [...]
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Stephen Mann | 1 Comment on Is Call Abandonment Rate a Misunderstood IT Service Desk Metric?
Hopefully you saw my COBIT 2019 blog in November – but when I wrote it I hadn’t seen the detail of what had changed in this new version [...]
Continue Reading Posted by Joe the IT Guy | 22 Comments on COBIT 2019 – the Key Changes to COBIT 5
As an IT service management (ITSM) professional, what’s going to be important to you in 2019? On a personal level, you might be [...]
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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 [...]
Continue Reading Posted by Joe the IT Guy | 2 Comments on ITSM Basics: The State of IT Service Desk Metrics as We Enter 2019
One day real soon, machine learning and other forms of artificial intelligence (AI) will deliver on what they promise and truly help IT [...]
Continue Reading Posted by Joe the IT Guy | 6 Comments on How to Assess the Risk of a Change with 5 Simple Questions
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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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 [...]
Continue Reading Posted by Joe the IT Guy | 5 Comments on ITSM Future: 10 Things I’d Like to See in ITIL 4
Change management is one of the most necessary, misunderstood, and all-too-often misused IT service management (ITSM) disciplines. If [...]
Continue Reading Posted by Joe the IT Guy | 6 Comments on What’s Missing from Most ITSM Change Management Processes?
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.