At the end of last year, the service management standard ISO/IEC 20000, usually referred to as simply ISO 20000, was given a revision. With its last update in 2011, and some pretty big changes in the worlds of business, technology, and service management since then, it’s safe to say that we’ve been expecting it. The […]
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Joe the IT Guy | 9 Comments on Hello ISO 20000 (2018), We’ve Been Expecting You
The service catalog is one of the most useful technology products in IT service management (ITSM) today. Done well, it acts as a [...]
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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
As an IT service management (ITSM) professional, what’s going to be important to you in 2019? On a personal level, you might be [...]
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What happened to 2018? It’s probably my age – I’m older than I look – but we seem to be clocking up the years in IT service management [...]
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One day real soon, machine learning and other forms of artificial intelligence (AI) will deliver on what they promise and truly help IT [...]
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Once upon a time, there were only a few ways employees could get IT help. They could phone a help desk number, hoping to get a person [...]
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Stephen Mann | Leave a comment
Hopefully I’m not alone in thinking that COBIT – “a framework for the governance and management of enterprise information and [...]
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Update since publication: The latest version of ITIL – ITIL 4 – was released on Monday 18th February. To find out what is actually [...]
Continue Reading Posted by Joe the IT Guy | 5 Comments on ITSM Future: 10 Things I’d Like to See in ITIL 4
Change management is one of the most necessary, misunderstood, and all-too-often misused IT service management (ITSM) disciplines. If [...]
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Artificial intelligence (AI) can be a complicated world to explore – with phrases like general AI and narrow AI, weak AI and strong AI, [...]
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Have you ever wondered why new-job “probation periods” are often three to six months? This seems awfully long to me. However, I do [...]
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Daniel Card | Leave a comment
Self-service on the IT service desk is no longer a new concept – with 70-80% of IT service desks having implemented some form of [...]
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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.