IT guys are often happiest when something breaks and they have a root cause to find, investigate, and resolve. Sometimes, though, finding the cause isn’t necessary but it can be hard to resist. Let me tell you a story that shows what I mean. My neighbors once had an issue with their gas supply. During […]
Continue Reading Posted by 
Joe the IT Guy | 6 Comments on Just Maybe, Problem Management Is Not Needed
It’s not often that I admit to being excited by a new ITIL publication – the popular IT service management (ITSM) best practice [...]
Continue Reading Posted by 
Stephen Mann | 5 Comments on 8 Things that Stand Out in the New ITIL Practitioner Guidance Book
In ITIL 2011 – an IT service management (ITSM) best practice framework – there’s five books covering nearly thirty ITSM processes. And [...]
Continue Reading Posted by 
Steve Chambers | 1 Comment on Dear Axelos, ITIL Needs Cybernetics
Congratulations, you’re a newly-certified ITIL* professional – eager to start adopting the ITIL framework in your organization. You’ve [...]
Continue Reading Posted by Joe the IT Guy | 3 Comments on 6 Reasons Why You’re Going Wrong With ITIL
Last year, my good friend Earl Begley wrote an interesting blog called “Things I didn’t learn in ITIL school.” Earl’s blog detailed [...]
Continue Reading Posted by Joe the IT Guy | 4 Comments on 13 ITSM Tips They Don’t Always Tell You at ITIL School
Last week, in Part 1 of my two-part series on configuration management, I covered what configuration management is and the importance [...]
Continue Reading Posted by 
Rebecca Beach | 2 Comments on ITSM Basics: How to Do Configuration Management – Part 2
One of the biggest pain points I’ve encountered during my years of working in IT service management (ITSM) is the fallout from the [...]
Continue Reading Posted by Rebecca Beach | 4 Comments on ITSM Basics: How to Do Configuration Management – Part 1
How is that for a click-bait blog title? This blog is a Q&A session with Steve Chambers who, since about 2009, has written on and [...]
Continue Reading Posted by Joe the IT Guy | 3 Comments on An Interview with the UK’s #1 ITIL Hater
There are many different interpretations of service catalogue – in terms of what it is and how it delivers value. The concept has [...]
Continue Reading Posted by 
Barclay Rae | 2 Comments on Service Catalogue – Collaboration Is Key!
At Interop New York last October I sadly missed out on an intriguing presentation called “ITIL isn’t evil. Most people who implement it [...]
Continue Reading Posted by Joe the IT Guy | 5 Comments on ITIL Isn’t Evil But…
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.