ITSMWP Rest Of The World Edition - Episode 21

Seriously, it takes two...BRM and SLM

What happens when an Analyst, a ITSM Guru and a Service Desk Monkey chat.....well, when they feel like it.....

From CSC in Aldershot

• Pat Bolger and Barlcay Rae are at the Service Level Management Special Interest Group
• Pat also involved in the Service Transition SIG
• SIG is about getting practitioner feedback
• A major topic was the relationship between Business Relationship Management and SLM

News of the Week

• Chris Matchett has joined the SIG committee
• Chris is quite scary when he’s serious
• Maybe he’ll soon be joining the coalition government
• Pat and Barclay not at Fusion 11
• Super Happy Party People
• Award for the first hangover tweet?
• Malcolm Fry speaking at the Hornbill User Group
• ITSMTV Soapbox – Malcolm rants about ‘is there an app for that’ and ‘Cloud’
• Talk about ITIL 2011 – Bigger, but better
• Pat’s article for Support World

This week’s guests

• Andy Gidetts, Head of Customer Service at Star Technology
• Ben Wilson, Service Manager at Freedom Communications
• What do you expect to get from the SIG? To meet like minded people
• Common challenges faced – moving to ITIL and ISO 20000
• Business Relationship Management is a key focus
• Many new business tenders stipulate that the service desk should use ITIL v3 or ISO 20000 that can be audited
• No-one has implemented all of ITIL

More Guests!

• Brett Andrews – IT Service Improvement Programme Manager at Bournemouth University
• Justin Stevens – Head of service performance at Lloyds Banking Group
• What’s changed since the last time you attended?
• SLM SIG is an example of how to lead a good SIG
•  Brett contributed to SLM Practitioner Guide
• What is a bigger challenge, working with a large or a small organisation? - They’re just different
• Shelfware is common in Education sector
• Bigger expectation from  directors to follow industry standards
• Communication is key to making BRM work
• Conflict common when metrics aren’t successfully defined
• Do you need to combine BRM and SLM roles in smaller organisations?
• What do Justin and Brett want to see from the ITSM industry?

Yet more guests!

• Karen Brusch – Chair, Service Level Management SIG
• John Moore – Vice Chair, Service Level Management SIG
• Every man must have his vice
• What value has today’s event created?
• Ironing out the pitfalls of implementing BRM and SLM
• Say hello to Tadpole John
• Consider a project plan to ensure that services and roles are defined within a project
• Karen Brusch presentation on BRM
• Breakout topics available on itSMF forum
• What is the plan for the SLM SIG going forward?
• SLM Practitioner Guide is second most popular itSMF book, after ITIL Foundations Guide
• Has ITIL 2011 helped with Service Level Management?
• Steven and James have escaped their gimp suits
• We’ve missed the news poodles
• Bring on the news noodles

Next week – ITSMWPROW Episode 21

Show notes Episode 21 – October 2011

  ITSM Weekly Rest of the World Podcast Episode 21 by ITSMWeekly

  LISTEN NOW!!

 

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