Talk about a tricky question. Are you offering, or working on, a help desk or a service desk? And does it really matter? Looking at this from another perspective, what do your customers, your end users, call it? If you look past the expletives, and jokes about “no-help desks” and “out-of-service desks,” they probably refer [...]
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Joe the IT Guy | 2 Comments on Are You An IT Help Desk Or An IT Service Desk?
I recently found out that the D in HDI was for Desk not for Ducks. So sadly the HDI Annual Conference and Exhibition (HDI14) isn’t the [...]
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What is it with IT people and metrics? We seem to be obsessed with monitoring this and measuring that. And don’t get me started with [...]
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The ITIL Service Operation book says you should have a “major problem review” after resolving a major problem, but it doesn’t provide [...]
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What exactly is your job? I’m the Senior Manager – Solutions & Services at Kovair Software and work mainly on out-of-box [...]
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Wow Vegas was a blast. Who knew that a short guy from New York would be so popular? But that’s enough about me, there are far more [...]
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Life on the service desk can go at a million miles an hour and it’s easy to focus purely on firefighting the never-ending onslaught of [...]
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What exactly is your job? I am an IT Service Management Architect within the Microsoft ITSM practice. My job is to assist in sharing [...]
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A long time ago, in an IT department far, far away…. It is a period of unrest for developers and operations teams. IT management, in an [...]
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Wow. I seriously cannot believe that it is nearly 2014. I mean that is just ridiculous! Surely it was only yesterday that I was setting [...]
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What exactly is your job? If you asked my wife, she’d say …“he travels around the world, speaking at conferences, about the latest [...]
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Hey! I’ve been mulling over the topics of service catalog and self-service, but I didn’t have my IT Guy hat on, I’ve been using my [...]
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I’m very fortunate to work for a company that excels when it comes to internal communications, however I know that not everybody is as [...]
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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.