Does your IT service desk use a portfolio of IT metrics? I’m sure the answer is “yes,” but is it really a portfolio? Most online definitions of a portfolio relate to financial investments – where, ideally, the investor has a portfolio that balances risk and return in line with their needs (including risk appetite). So […]
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It isn’t enough to know that artificial intelligence (AI) can help your organization’s IT service management (ITSM) operations and [...]
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Undoubtedly, ITIL Foundation is the most popular IT service management (ITSM) qualification or certification around the globe. But what [...]
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With all of the IT industry interest in employee experience (EX), you might be looking for insight into the what, why, and how of [...]
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In terms of the IT service management (ITSM) opportunities available to organizations to improve their IT service delivery and support [...]
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It’s a generalization, admittedly, but how often does the excuse “people who have excelled at technology management get promoted to [...]
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IT service management (ITSM) is all about improvement and, if the AXELOS 2022 ITSM Benchmarking Report and survey data is correct, [...]
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The introduction of ITIL 4 in 2019 brought a focus on value co-creation and value streams over the traditional process-based approach [...]
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More and more IT organizations are recognizing the opportunity of AIOps and Digital Employee Experience (DEX) Management. It’s great [...]
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If you regularly read my blog you’ll know that I’ve already written a fair bit on the tough nut to crack that is problem management. [...]
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Unless you’ve been hiding under a rock for the last two years, you’ve likely heard about experience level agreements (XLAs) and the [...]
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Your organization might have already undertaken its first budget planning round for 2023 IT operations. Whether it has or hasn’t, have [...]
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Have you heard of sustainability? You probably have. But have you linked your IT organization’s strategies, activities, and goals into [...]
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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.