“I’ve had a penetration test done, so the service is secure!” (Firstly, no jokes please…) Too often, in my travels visiting a variety of customers, I see some fundamental misconceptions as to what the purpose of a penetration test is, which leads to a value-enablement gulf. In this blog, I explore some of the common […]
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Joe the IT Guy | 3 Comments on IT Security Basics: Misunderstanding the Purpose of Penetration Testing
Artificial intelligence (AI) can be a complicated world to explore – with phrases like general AI and narrow AI, weak AI and strong AI, [...]
Continue Reading Posted by Joe the IT Guy | 15 Comments on The A – Z of Artificial Intelligence (AI)
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 [...]
Continue Reading Posted by Joe the IT Guy | 1 Comment on ITSM Basics: Know Your Information Security Threats!
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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Are you like me and still hearing crazy stuff about security in the cloud? “We don’t think public cloud is secure.” “We’re interested [...]
Continue Reading Posted by Joe the IT Guy | 1 Comment on Still Insecure About Cloud? Then Read This Cloud Myth Debunker!
While this blog can stand alone, it’s also the third part in my three-part blog series related to IT service management (ITSM) tool [...]
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This is the second blog in a three-part series that covers understanding what you need from an IT service management (ITSM) tool, [...]
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Much of the IT service management (ITSM) best practice guidance tells us that ITSM software should “come after” people and processes, [...]
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OK, it’s a bit of a clickbait-y title – but we need to question whether the current “handling” of IT support customer satisfaction [...]
Continue Reading Posted by Joe the IT Guy | 3 Comments on Are IT Support’s Customer Satisfaction Surveys Their Own Worst Enemy?
Ticket escalations are a staple of any IT service desk – where there’s a constant flow of incidents and service requests coming in. [...]
Continue Reading Posted by Joe the IT Guy | 3 Comments on 5 Tips for Handling Ticket Escalations
I’ve written a lot about how internal IT support and IT service management (ITSM) are changing – from the impact of consumerization [...]
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Stephen Mann | 1 Comment on What IT Support Can Learn from Customer Service Trends
Ever wanted to know more about service integration and management (affectionately known as SIAM)? Well, if you have, then your luck is [...]
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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.