When organizations want to improve their IT service management they often create huge projects that take a long time to deliver much less than expected. Why does this happen, and what can you do to make sure your ITSM project is a success? The basic concepts of ITSM are very simple. Understand what your customers […]
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What exactly is your job? I’m a “Senior Manager, Product Marketing” for ServiceNow – not that the job title gives much away about what [...]
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Ok maybe not greatest ever… but it sounded like a sexier title, like I’m a super hero or something. Anyway… I can’t [...]
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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 [...]
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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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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.