Joe The IT Guy Archives

1476 Views

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...

2348 Views

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...

2275 Views

July 21st, 2021

8 Tips for Getting Started with Knowledge Management

8 tips for better knowledge sharing in your organization

1547 Views

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...

1681 Views

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,...

1219 Views

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....

1205 Views

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...

16520 Views

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...

1154 Views

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...

2551 Views

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:...

1516 Views

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...

1428 Views

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...

16520 Views

March 3rd, 2020

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

2551 Views

December 10th, 2019

10 More Tips for Better ITSM Performance Reporting and Metrics

2348 Views

December 21st, 2022

Getting Started with Continual Improvement

2275 Views

July 21st, 2021

8 Tips for Getting Started with Knowledge Management

8 tips for better knowledge sharing in your organization

1758 Views

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...

1681 Views

April 9th, 2021

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

1668 Views

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...

1556 Views

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...

1547 Views

July 21st, 2021

What You Need to Know About the ITIL 4 Book Portfolio

1516 Views

December 3rd, 2019

10 Tips for Better ITSM Performance Reporting and Metrics

1476 Views

May 24th, 2023

What You Need to Know About Change Enablement

1455 Views

September 24th, 2015

ITSM Basics: A Simple Introduction to Change Management

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 – the first Spider-Man comic ever! – “with IT change, comes great responsibility!” (The original comic quote was: “…with great power there must...

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