Joel Pomales

Opinions expressed by ICN authors are their own.

Joel Pomales is an ITSM senior consultant and Service Management Lead. He has more than 10 years of experience in the field. He is passionate about his work, the ITSM industry and the inspiring conversations that occur in the community.

Joel believes that, at its core, ITSM is about continually changing and improving behavior and attitudes to achieve a common business goal. While there are many process frameworks, standards and tools out there to accomplish that, he says it's people who ultimately enable change. That's a common thread that he has seen in his work, and he likes to speak about that subject and help people with it.

There's a place for everything, and Joel doesn't believe in one thing over something else. He believes in using what's best to enable business outcomes.

Joel has a lot of fun doing what he does, and he likes to share that with people.

The opinions expressed in this blog are those of Joel Pomales and do not necessarily represent those of IDG Communications Inc. or its parent, subsidiary or affiliated companies.

It was never about ITIL

The tyranny of the VIP

The tyranny of the VIP

And some suggestions on how to avoid it.

Having a go at ITIL's flow

Having a go at ITIL's flow

Many IT shops don’t quite follow ITIL's proposed lifecycle flow. They “live” mostly in operations, and transition is performed poorly. But what would happen if we looked at ITIL's flow from another perspective?

ITSM's MVP

ITSM's MVP

To achieve an MVP (minimum viable product) state for IT service management (ITSM), focus on the services that directly provide value to your customers and execute on the requirements found in the ISO/IEC 20000 standard.

A process with just one page?

A process with just one page?

In which I think about focusing away from boring process documents into action...

The silver bullet for ITSM success

The silver bullet for ITSM success

These days, we have a wide range of IT Service Management frameworks and standards, all designed to help people solve business problems and help IT deliver value. But none of them will work if an essential element is missing. That...

Accidental ITIL and DevOps

Accidental ITIL and DevOps

Or, how I discovered that we DevOps'd an ITIL service desk and didn’t even know it.

A thought on making service design better

A thought on making service design better

Some ideas regarding service design, and how it can provide more value to your organization.

The value of identifying the 'failure stream'

The value of identifying the 'failure stream'

Much has been said about understanding the value stream of a process. But have you stopped to consider the failure stream? This is Part 1 of a two-part series on how to use the value stream to better understand and enhance your...

The understated elegance of IT service scope

The understated elegance of IT service scope

How having a good, crisp IT service service scope definition is something worth considering.

Stop hurting your IT operations

Stop hurting your IT operations

Many times, we hurt our IT operations unintentionally by not performing various activities that are essential to the delivery of an IT service.

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