VeriSM – marketed as “service management for the digital age” – has been called “the new kid in town” in the world of service management. But do you really understand what this new service management approach is and why it was created? And, importantly, how it could help your organization. Some say that it’s just […]
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Joe the IT Guy | 6 Comments on The A – Z of VeriSM
So, here’s the thing. We all know that we’re supposed to be leaning into digitalization but, for many people, the real question is: How [...]
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ITIL is often called the most popular framework for IT service management (ITSM) but its last update was in 2011 which, when we [...]
Continue Reading Posted by Joe the IT Guy | 18 Comments on ITIL 4: An A – Z Guide
The last 12 months has seen a variety of refreshes in the IT service management (ITSM) industry: an updated COBIT, a new VeriSM book, [...]
Continue Reading Posted by Joe the IT Guy | 4 Comments on It’s All Change in the World of ITSM (and Me)
If you consistently say the words “strategy” and “strategic,” this means that you sound smart, right? Oh my. If I had a dollar for [...]
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Daniel Card | 4 Comments on Developing a Winning IT Strategy
You might have noticed that something changed with the Force, sorry ITIL, last month – with the ITIL 4 update releasing its first [...]
Continue Reading Posted by Joe the IT Guy | 30 Comments on 10 Key Changes in ITIL 4 (and My Take on Them)
COBIT is a framework designed to support the governance and management of enterprise IT. It helps organizations to deliver value to [...]
Continue Reading Posted by Joe the IT Guy | 6 Comments on COBIT: An A – Z Guide for 2019
At the end of last year, the service management standard ISO/IEC 20000, usually referred to as simply ISO 20000, was given a revision. [...]
Continue Reading Posted by Joe the IT Guy | 9 Comments on Hello ISO 20000 (2018), We’ve Been Expecting You
With so much going on in the world of IT service management (ITSM), and the wider IT management space, it’s easy to neglect some of the [...]
Continue Reading Posted by Joe the IT Guy | 6 Comments on Taking a More Modern Approach to Windows Deployment
The service catalog is one of the most useful technology products in IT service management (ITSM) today. Done well, it acts as a [...]
Continue Reading Posted by Joe the IT Guy | 2 Comments on 3 Ways to Use, and Benefit from, a Service Catalog
Nowadays, chatbots seem to be all the rage and it’s fair to say that, over the past couple of years, they’ve developed into a pretty [...]
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IT service desks are probably the most measured – in terms of performance – part of the IT organization. And they, and their people are [...]
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Stephen Mann | 1 Comment on Is Call Abandonment Rate a Misunderstood IT Service Desk Metric?
Hopefully you saw my COBIT 2019 blog in November – but when I wrote it I hadn’t seen the detail of what had changed in this new version [...]
Continue Reading Posted by Joe the IT Guy | 22 Comments on COBIT 2019 – the Key Changes to COBIT 5
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.