COBIT is a framework designed to support the governance and management of enterprise IT. It helps organizations to deliver value to various groups of stakeholders by putting their needs first. It also assists organizations in achieving their goals by partnering IT with the rest of the business rather than treating it as a [...]
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Joe the IT Guy | 6 Comments on COBIT: An A – Z Guide for 2019
At the end of last year, the service management standard ISO/IEC 20000, usually referred to as simply ISO 20000, was given a revision. [...]
Continue Reading Posted by Joe the IT Guy | 9 Comments on Hello ISO 20000 (2018), We’ve Been Expecting You
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 [...]
Continue Reading Posted by 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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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.