In order to do their jobs, users need applications, systems and services to be there when they need them. They expect them to be available. When systems are offline, they get very frustrated at lost productivity and their frustration is quickly directed at IT. Revenue may be lost and IT incurs the cost of remedial […]
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In the age of digitization, the world is changing at an ever increasing rate. Businesses need to react to changing conditions and [...]
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When organizations want to improve their IT service management they often create huge projects that take a long time to deliver much [...]
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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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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.