There’s a lot of IT jargon in the IT service management (ITSM) space, much of which has been created as part of ITIL, the most commonly adopted ITSM best practice framework. Try naming the 26 ITIL processes for instance. But which are the most important words in ITSM?
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My previous blog talked about what customer experience actually IS, along with a video that followed my learning cycle. We saw [...]
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Really, what IS customer experience (or CX for short)? Most explanations refer to a customer interacting with a business and its [...]
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Without knowing how well we’re doing, we can’t show that we’re getting better. IT service management (ITSM) service providers need to [...]
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Some time ago I was involved in a discussion about whether First Call Resolution Rate (FCR) is a good KPI for incident management. [...]
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In part one of this blog I covered two possible causes of IT service management (ITSM) derailment: (1) the lack of executive support, [...]
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Sometimes it is a good idea to stop for moment, to take stock of where you are and where you want, or need, to be. Especially when you [...]
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Bring your own device (BYOD), or even BYOX appears to be an emerging norm in many organizations. It is a function of multiple factors: [...]
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I’ve been talking a lot about getting back to basics with incidents and all other things IT service management (ITSM) related – and [...]
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Well, it’s been almost a year since my last blog on continual service improvement (CSI), and I really do hope you’ve already passed the [...]
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“The harder I practice, the luckier I get.” – Gary Player, professional golfer At the core of DevOps is learning. And DevOps [...]
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A service level agreement, commonly known as an SLA, is an agreement that outlines the expectations of both sides in a service [...]
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IT service management (ITSM) is constantly evolving, and over the 20 or so years that the term has been in common use, the scope has [...]
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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.