A new version of the ITIL IT service management (ITSM) best practice framework – ITIL 4 – was released early in 2019. It was big news because ITIL is used by millions of people across the globe for everything from the incident management basics to the management of complex enterprise IT organizations. One of the […]
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Joe the IT Guy | 13 Comments on What’s Changed with Change in ITIL 4?
Mental health and wellbeing have become popular business-media topics in recent years and I’m really pleased to see that this focus has [...]
Continue Reading Posted by Joe the IT Guy | 2 Comments on Working in IT: 10 Tips for Better Workplace Wellbeing
Hey, did you hear that I’ve had an IT service management (ITSM) solution named after me? Oops, sorry it seems that this isn’t what I [...]
Continue Reading Posted by Joe the IT Guy | 2 Comments on The Top 10 Benefits of ITSM Automation Capabilities
Major incidents are stressful. They’re the boogiemen of IT issues, which adversely affect business operations and outcomes. ITIL 4 [...]
Continue Reading Posted by Joe the IT Guy | 2 Comments on 7 Major Incident Management Tips
Workplace stress has been a topic of research for many years but the condition itself seems to be on the rise – with one study finding [...]
Continue Reading Posted by Joe the IT Guy | 3 Comments on Working in IT: 10 Tips for Handling Workplace Stress
Working on the IT service desk is an excellent way to test the waters to see whether a career in IT is what you want. It’s an [...]
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VeriSM – marketed as “service management for the digital age” – has been called “the new kid in town” in the world of service [...]
Continue Reading Posted by Joe the IT Guy | 6 Comments on The A – Z of VeriSM
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
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
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?
There are three common IT service management (ITSM) areas where IT service desks often state that they’re struggling, or at least say [...]
Continue Reading Posted by Joe the IT Guy | 2 Comments on ITSM Basics: The State of IT Service Desk Metrics as We Enter 2019
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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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
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.