SysAid-author-Joe The IT Guy

Joe The IT Guy

ABOUT

Native New Yorker. Loves everything IT-related (and hugs). Passionate blogger and Twitter addict. Oh…and resident IT Guy at SysAid Technologies (almost forgot the day job!).

1129 Views

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May 1st, 2025

How to Manage Change Effectively

Change matters. And how your organization manages change matters, including the best practices for change management employed by your corporate IT organization (and potentially third-party IT service providers). For example, consider an organization-wide technology refresh of personal computers where existing end-user devices are upgraded to newer equipment. It’s a massive undertaking that requires significant organization...

Manage Change

1992 Views

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May 24th, 2023

What You Need to Know About Change Enablement

Change enablement is the practice that deals with IT change, transitioning new services or their supporting components into your production environment effectively, efficiently, and safely. It’s also one of the trickiest practices to get right. We often get it wrong by either going in too hard with restrictions, making it challenging to innovate, or we’re...

Two women review documents with a clipboard, illustrating ITSM Change Enablement. Green backdrop with directional arrows icon enhances focus. - SysAid

3023 Views

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December 21st, 2022

Getting Started with Continual Improvement

Continual improvement is part of the service value ecosystem that improves service delivery and customer experience (CX) and is arguably one of the most important practices of any service organization. The Continual Improvement ITIL 4 Practice Guide (2020) defines continual improvement as follows: “The purpose of the continual improvement practice is to align the organization’s...

A man smiles while using a laptop, symbolizing continual ITSM improvement, next to a red network icon on green. - SysAid

3413 Views

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July 21st, 2021

8 Tips for Getting Started with Knowledge Management

8 tips for better knowledge sharing in your organization

A frustrated woman at her desk highlights the need for SysAid's ITSM solutions to simplify knowledge management. - SysAid

2086 Views

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July 21st, 2021

What You Need to Know About the ITIL 4 Book Portfolio

If you’re taking the ITIL 4 exams or simply want to update yourself on the new body of IT service management (ITSM) best practice guidance, then it can still be difficult to understand what’s available in ITIL 4 book-wise. In particular, where to find the detail of the 34 ITIL management practices that every ITIL...

A professional reads an ITIL 4 book in front of a vibrant backdrop, reflecting SysAid's commitment to effective ITSM solutions. - SysAid

2256 Views

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April 9th, 2021

5 Tips for Adopting ITIL 4’s Continual Improvement Management Practice

ITIL 4’s continual improvement management practice – remember, it was continual service improvement (CSI) in ITIL v3 – is a recurring organizational activity performed at all levels to ensure that an organization’s performance and outcomes are always aligned to changing stakeholder expectations. It’s a critical part of the ITIL 4 service value system (SVS) because,...

Two professionals high-fiving, symbolizing continual improvement in ITSM, framed within a leaf cutout on a pink background. - SysAid

1623 Views

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February 3rd, 2021

How to Get Your IT Support KPIs Right

Right now, with the growing corporate and employee reliance on technology to function, and increased technology adoption through digital transformation, your organization’s IT support capabilities are more important than ever. Meaning that how you measure and improve performance is too, with your IT service desk’s key performance indicators (KPIs) and metrics vital to its success....

Green leaf outline encircles yellow measuring tape; symbolizes SysAid's ITSM efficiency in resource management. - SysAid

1730 Views

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June 4th, 2020

Paving the Road for Digital Transformation with ITSM and ITIL 4

One of the more-positive outcomes of the COVID-19 crisis is that the need for organizations to better support a distributed, remote workforce has caused many of them to accelerate their digital transformation strategies. Using technology and data to improve both business operations and outcomes. However, digital transformation isn’t simply about the greater exploitation of technology...

A man in a hard hat operates a steamroller on new asphalt, symbolizing ITSM's role in smoothing digital transformation. - SysAid

19054 Views

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March 3rd, 2020

The 30-Year Evolution of the IT Help Desk (and Where It’s Going Next)

2019 was a big year for ITIL, the IT service management (ITSM) best practice framework. First, it turned 30. Second, the revised ITIL 4 Edition was released – with the integration to other IT management concepts such as Agile, Lean, and DevOps plus newer ITSM challenges/opportunities such as employee experience, value demonstration, and the exploitation...

Illustration of five plants growing, symbolizing IT Help Desk support evolving with stages, much like SysAid's ITSM solutions. - SysAid

1660 Views

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January 21st, 2020

What Is Agile and Why You Need to Take Notice

The digital age, and all the behaviors it brings with it, means that organizations need to up their game if they’ve any hope of keeping ahead of their competition. With this requiring them to embrace change, to be flexible, and to respond quickly to changing demands as an absolute must. They need an Agile approach...

An agile illustration visualizes ITSM, with icons of a brain, computer, gears, and charts highlighting the Agile development cycle. - SysAid

3108 Views

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December 10th, 2019

10 More Tips for Better ITSM Performance Reporting and Metrics

In my last IT service management (ITSM) blog, I offered up 10 metrics-related tips with an emphasis on getting service level agreement (SLA) measures and reporting right. Here’s the second part of my list of 20 performance reporting and metrics tips, starting with some tips on being SMARTer. With metrics that reflect goals that are:...

Four dice spell "ITSM" on a tape measure, symbolizing precise ITSM metrics. Perfect for SysAid’s performance insights. - SysAid

2128 Views

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December 3rd, 2019

10 Tips for Better ITSM Performance Reporting and Metrics

IT service management (ITSM) is such a nuanced set of practices that you need the right support structure in place to better understand performance, outcomes, and improvement opportunities. Metrics might not be the most exciting subject, but the right reporting framework will help you to stay in control (and in your stakeholders’ good book). No...

A gauge needle on a green city skyline highlights enhanced ITSM reporting, reflecting SysAid's efficient service management. - SysAid

19054 Views

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March 3rd, 2020

The 30-Year Evolution of the IT Help Desk (and Where It’s Going Next)

2019 was a big year for ITIL, the IT service management (ITSM) best practice framework. First, it turned 30. Second, the revised ITIL 4 Edition was released – with the integration to other IT management concepts such as Agile, Lean, and DevOps plus newer ITSM challenges/opportunities such as employee experience, value demonstration, and the exploitation...

Illustration of five plants growing, symbolizing IT Help Desk support evolving with stages, much like SysAid's ITSM solutions. - SysAid

3413 Views

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July 21st, 2021

8 Tips for Getting Started with Knowledge Management

8 tips for better knowledge sharing in your organization

A frustrated woman at her desk highlights the need for SysAid's ITSM solutions to simplify knowledge management. - SysAid

3108 Views

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December 10th, 2019

10 More Tips for Better ITSM Performance Reporting and Metrics

In my last IT service management (ITSM) blog, I offered up 10 metrics-related tips with an emphasis on getting service level agreement (SLA) measures and reporting right. Here’s the second part of my list of 20 performance reporting and metrics tips, starting with some tips on being SMARTer. With metrics that reflect goals that are:...

Four dice spell "ITSM" on a tape measure, symbolizing precise ITSM metrics. Perfect for SysAid’s performance insights. - SysAid

3023 Views

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December 21st, 2022

Getting Started with Continual Improvement

Continual improvement is part of the service value ecosystem that improves service delivery and customer experience (CX) and is arguably one of the most important practices of any service organization. The Continual Improvement ITIL 4 Practice Guide (2020) defines continual improvement as follows: “The purpose of the continual improvement practice is to align the organization’s...

A man smiles while using a laptop, symbolizing continual ITSM improvement, next to a red network icon on green. - SysAid

2282 Views

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December 11th, 2018

ITSM Basics: What Is Service Transition? (Part 1)

Be warned – I’m about to get all ITIL on you as I explain what ITIL’s service transition is. A good place to start is that – it’s the phase of the service lifestyle that deals with change. Put simply, service transition deals with retiring the old, introducing the new, and managing both internal and...

Two hands exchanging a green baton against a city skyline, symbolizing seamless ITSM handover with SysAid's Service Desk solutions. - SysAid

2256 Views

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April 9th, 2021

5 Tips for Adopting ITIL 4’s Continual Improvement Management Practice

ITIL 4’s continual improvement management practice – remember, it was continual service improvement (CSI) in ITIL v3 – is a recurring organizational activity performed at all levels to ensure that an organization’s performance and outcomes are always aligned to changing stakeholder expectations. It’s a critical part of the ITIL 4 service value system (SVS) because,...

Two professionals high-fiving, symbolizing continual improvement in ITSM, framed within a leaf cutout on a pink background. - SysAid

2230 Views

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January 27th, 2015

ITSM Basics: A Simple Introduction to Incident Management

Don’t tell anyone but for some reason I can post to the SysAid blog now… and to start I want to provide a simple introduction to incident management. Humble is what I do best. Oh, and I’d better be on my best behavior. So I’ll quickly cover: What incident management is Major incidents and service...

Flowchart detailing ITIL evolution V1 to V4, highlighting its synergy with SysAid's ITSM solutions. Download the free ebook. - SysAid

2128 Views

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December 3rd, 2019

10 Tips for Better ITSM Performance Reporting and Metrics

IT service management (ITSM) is such a nuanced set of practices that you need the right support structure in place to better understand performance, outcomes, and improvement opportunities. Metrics might not be the most exciting subject, but the right reporting framework will help you to stay in control (and in your stakeholders’ good book). No...

A gauge needle on a green city skyline highlights enhanced ITSM reporting, reflecting SysAid's efficient service management. - SysAid

2086 Views

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July 21st, 2021

What You Need to Know About the ITIL 4 Book Portfolio

If you’re taking the ITIL 4 exams or simply want to update yourself on the new body of IT service management (ITSM) best practice guidance, then it can still be difficult to understand what’s available in ITIL 4 book-wise. In particular, where to find the detail of the 34 ITIL management practices that every ITIL...

A professional reads an ITIL 4 book in front of a vibrant backdrop, reflecting SysAid's commitment to effective ITSM solutions. - SysAid

2080 Views

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November 12th, 2019

ITIL 4 and COBIT 2019 Working Together

IT service management (ITSM) best practice guidance options available, it can be easy to get confused as to which one should be used for your organization (and this is, of course, if your organization doesn’t automatically default to ITIL given it’s “most popular” status). The truth is, however, that for many organizations, only using one...

Three people on a yellow tandem bike symbolize ITSM teamwork, echoing SysAid's seamless service management approach. - SysAid

2042 Views

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May 3rd, 2016

Demystifying the Latest Cloud Terminology – Part 1

The cloud is now ten years old, if you view Amazon Web Services (AWS) as kicking off the cloud industry with its inaugural EC2, S3, and SQS services back in 2006. It’s an industry, and IT offering, which has been through the proverbial hype-cycle to become a mainstream IT solution that’s now used and accepted...

1992 Views

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May 24th, 2023

What You Need to Know About Change Enablement

Change enablement is the practice that deals with IT change, transitioning new services or their supporting components into your production environment effectively, efficiently, and safely. It’s also one of the trickiest practices to get right. We often get it wrong by either going in too hard with restrictions, making it challenging to innovate, or we’re...

Two women review documents with a clipboard, illustrating ITSM Change Enablement. Green backdrop with directional arrows icon enhances focus. - SysAid
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