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Joe The IT Guy

Joe The IT Guy

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!).
 

Talk about a tricky question. Are you and your colleagues offering, or working on, an IT help desk or an IT service desk? And does it really matter? Looking at this from...
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Ah, knowledge management. The concept is nearly as old as IT service management (ITSM) itself, but many IT departments still struggle to make knowledge sharing work in their organizations. To back this...
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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...
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In the words of The Scarecrow in The Wizard of Oz: “If I only had a brain.” In some ways this describes the role of knowledge management in companies as a whole,...
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Okay, so you’ve finally realized that while your IT organization “does problem management,” it doesn’t really do problem management. Are you with me? If you are, then I’m writing this blog to...
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“It’s a new dawn. It’s a new day. It’s a new life. For me. And I’m feeling good.” Said no one in IT service management (ITSM) on January 2nd. Okay, some of...
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Welcome back! I hope you read the first part of this blog that looked at what ITIL’s service transition is – across transition planning and support, service asset and configuration management, change...
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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...
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In Part 1 of this blog series, I covered what cloud native applications and microservices are – and left you dangling as to what containers are. I also mentioned “bees” but that’s...
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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...
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As always, the annual Pink Elephant IT service management (ITSM) conference (and Las Vegas itself) was a blast. Some of what happened in Vegas of course has to stay in Vegas, but...
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  In part 1 of this blog, I focused on what to look, and ask, for when assessing a change. Here, in part 2, I go further, and beyond the impact assessment,...
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One of the things that worries me most about where the IT industry is headed is how we sometimes get so caught up in “the new stuff” that we forget to make...
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Is first contact resolution (FCR) a good KPI for the service desk and incident management? Many corporate IT organizations think that it is – after all, it’s definitely one that’s prominent in...
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The IT service management (ITSM) event season has kicked-off again, and it’s time for myself and the rest of the SysAid clan to jet off to the annual FUSION Conference – which...
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If you read my blog regularly you’ll know that I’ve already written simple introduction blogs related to: Incident management, and Problem management Now it’s change management’s turn. To misquote Amazing Fantasy #15...
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If you regularly read my blog you’ll know that I’ve already written a fair bit on the tough nut to crack that is problem management. It’s often something that’s started as part...
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Are you looking for an overarching IT framework that is compatible with other IT standards and approaches?  Do you need help in building the business case to justify investments in IT service...
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There’s no law that says different IT service management (ITSM) solution vendors can’t play well together. In fact some of my favorite people work for the competition, or used to. Last year...
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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...
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