ITSM Weekly The Podcast (Episode 36)

Forget Sexy, We are bringing Service Back!

What happens when a CIO, a Service Desk Manager and an Industry Junkie Chat Weekly?!

Your Hosts:  Chris Dancy, Matthew Hooper and Matt Beran (twitter #ITSMWP)

Special Guest:  Ian Clayton,
Ian's Blog Here, See Ian in January 2011 Here!

Submit Questions:  Anonymously or Email or Call In: (765) 236-6383 or Twitter Questions/Comments #ITSMWP

Episode 36 Topics:

• SIM CIO Roundtable (Boston)
• RedMonk Podcast
• LinoIT (The ITSM ITIL Wall of Death)
• Free ITSM Tool (OTRS)
• App Economy
• Bearonvision Summons Ian Clayton
• USMBOK History
• OGC ITIL version number Fear (see page 6-7) > Know your customer
• Walmart Customers > Own your brand
• Customer Experience Management
• TSA Junk Scanner
• Thunder Cats
• MIS Hooper if you’re NASTY
• Pink 11 Conference Radical Elements
• itSMF USA History and Founding
• An Officer and a Gentleman
• ITIL not the enemy
• Nicholas Carr “IT Doesn’t Matter”
• Viagra for ITSM
• George Westerman defines customer
• JUST LISTEN FOR THE NEXT FEW, TURN OFF EVERYTHING AND LISTEN
• Service Transition (ITIL Book)
• USMBOK
• Incident is UNDER a service request, NOT at the same level (Inside out thinking)
• 311 Service Center
• Dead Animals and Service Request
• “Getting it in place is MORE important than getting it PERFECT first” – Matt Beran (Baby JC Wisdom #BJCW
• Why would IT want to make things worse than they are?
• Service Nursing, from Real ITSM
• Build for Micro Single Purpose Apps (This is a recurring theme on podcast 26-31)
• Select, Select, Submit
• Google Search for Torch (Torch vs Flashlight)
• To understand ITIL vs understand Service You need this
• Sticky Website (we need Sticky Service Management)
• Is it DNA that controls IT Self Service Usage?
• Evolving to be self-center as IT professionals
• The AxeMakers Gift
• The Power of Prayer
• Does Amazon do great customer service or did they condition you to their SERVICE MODEL?
• Specialtys
• Can you be an IT person and never focus on IT again (Bringing Service BACK, Brining Human BACK)
• Where are the Metrics in Customer Centric vs IT centric management
• We are the World (Show the experience and the pain)
• No Beran didn’t send the Link (Service Fail)

COOL DEAL:  50%  OFF USMBOK for ITSM Weekly Podcast Listners!  Enter Code "servicesphere" at checkout

Listen below or download the MP3 HERE! or iTunesTweet

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Episode 36- ITSM Weekly The Podcast

Comments

[Cary King]

Big fan of Ian and the USMBOK.
Ian is always a thought leader.
We use USMBOK in combination with ITIL, etc. as one of the valuable references to help our customers with improvement.