ITSM Weekly The Podcast (Week 28)

Students, Fire and the Perfect ITSM Storm

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

Special Guest :  - Mark Fitzgerald

Series:  ITSM and Higher Education

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

Sponsor:  Cherwell Software 

Sponsor Special: Higher Education and ITSM Software

Week 28 Topics:

• Beran-less
• VOTE FOR MARK FITZGERALD (you will by the end of the podcast)
• Who is Mark Fitzgerald
• Boise State University
• Help Desk vs Service Desk
• HDI Higher Education Forum
• Brand Equity (vs ITIL terminology)
• HDI Conferences
• What do you support on a help desk vs. what do GENERATIONS expect you to support.
• Maybe your customers don’t want to talk to you
• What generation is what…..
• Different Service Catalog for different audience (BLASPHEMY)
• Internal vs. External Service Desk….REALLY?
• Does Higher Education have a responsibility to TEACH IT consumers how to behave?
• Are business’s today missing the boat? (The PERFECT ITSM Storm)          
• Keeping your HEAD above water vs Business and IT Alignment
• Who are the podcast customers? Defining a customer
• Rob England’s New Book, Basic Service Management
• Silence is COMMUNICATION
• Selling the communication of changing services
• Marketing Communication vs. SPIN
• Marketing Technique “Laddering”
• CIO out stumping, shaking hands and kissing babies
• CIO’s Command and Control vs. Consensus
• Real Life is much different than IT Decision making
• The Perfect Storm in IT is here
• Chris’s Dead Mom has a feature spot on the show
• Consumers today aren’t smarter, they just are fearless
• Up sizing social media folks
• Help Desk as an Entry Level?  Hmmm
• Experiential Learning
• Abilene Christian University
• Homogeneous
• Ego and Pride
• G2G3 Simulation
• Pain vs. Reward Learning
• The Road Less Traveled
• I can’t show you how to use matches until I show you the power of fire.
• Boise Help Desk Site
• Mark Fitzgerald Contact

Listen below or download the MP3 HERE! or iTunesTweet

ITSM Weekly The Podcast (Week 28) from ServiceSphere on Vimeo.

Episode 28 - ITSM Weekly The Podcast