Tag: Service Desk


Business Relationship Management

How Business Relationship Management Could Help You Chase the Right Balls

Yesterday I walked home through the park and watched someone throwing around a ball with his dog. Literally every time the guy first shaped to throw the ball, the dog ran off in the direction it expected the ball to go. Usually this was the wrong direction, because the dog owner then (knowingly) threw the […]

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Posted by Joe the IT Guy | Leave a comment

Get Started with ITIL

10 Tip for Getting Started with ITIL – Part 2

In Part 1 of this blog I offered five tips for getting started with ITIL, the IT service management (ITSM) best practice framework: [...]

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Get Started with ITIL

10 Tips for Getting Started with ITIL – Part 1

Some people panic when they hear the word ITIL – either because of memories of previous painful, or failed, ITIL adoption projects, or [...]

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Posted by Joe the IT Guy | 3 Comments on 10 Tips for Getting Started with ITIL – Part 1

Blending Agile, Lean, and ITSM

Blending Agile, Lean, and ITSM for Better Business Outcomes

I’m old enough such that my IT career began long before popular IT “movements” or frameworks – whether that be IT management or IT [...]

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Posted by Daniel Breston | 7 Comments on Blending Agile, Lean, and ITSM for Better Business Outcomes

Being an ITSM leader

10 Things You Need to Know to Be a Better ITSM Leader – Part 2

In my previous blog, I recounted how I had recently finished the book The Bassoon King by Rainn Wilson and how the ten life lessons or [...]

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Being an ITSM leader

10 Things You Need to Know to Be a Better ITSM Leader – Part 1

I recently finished the book The Bassoon King by Rainn Wilson. Wilson, best known for his portrayal of Dwight Schrute from the US [...]

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Posted by Joe the IT Guy | 4 Comments on 10 Things You Need to Know to Be a Better ITSM Leader – Part 1

DevOps: From Threat to ITSM Friend

DevOps: From Threat to ITSM Friend

For those of us in the IT service management (ITSM) space, DevOps appeared on our scene around five years ago. And at that time, to [...]

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Emergency Change

ITSM 101: Emergency Change and Why “No” is a Good Starting Point

If you’ve attended an ITIL Foundation course, you’ll remember learning about emergency changes, and the role of the ECAB – the [...]

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IT does more with less

Why IT Has to Do More with Less Every Single Year

In IT, one of our biggest (maybe even our favorite?) grumble, every year, is how the business expects us to deliver more for less. So [...]

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DevOps

Where Is the IT Service Desk in a DevOps World?

As more companies move to adopt DevOps practices to improve IT performance (my company included), I was thinking to myself – is it [...]

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Posted by Joe the IT Guy | 6 Comments on Where Is the IT Service Desk in a DevOps World?

Start service catalog

5 Proven Practical Tips for Starting Your Service Catalog

Is your organization thinking about creating a service catalog and service request catalog (or starting over with it again)? It can be [...]

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Posted by Joe the IT Guy | 1 Comment on 5 Proven Practical Tips for Starting Your Service Catalog

Customer experience

What Is Customer Experience?

Really, what IS customer experience (or CX for short)? Most explanations refer to a customer interacting with a business and its [...]

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Incident Management Basics

Incident Management Basics Still Matter

IT service management (ITSM) is constantly evolving, and over the 20 or so years that the term has been in common use, the scope has [...]

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About me

Joe

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.