ITSM Weekly The Podcast (Episode 51)

It's not an incident, it's a CUSTOMER EXPERIENCE. 

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)

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

Sponsor:  zendesk

Coupon:  50% off! Promo Code: ITSM 

Guest:  Zack Urlocker, COO, zendesk & Nic Tjader, Yammer Support

Episode 51 Topics:

**News Gator: Updates from Tech**

 **CIO Headlines Market News, Business Report, SIM**

• Internet Kill Switch - What if? -Purpose: to protect against Cyber Threat.
• What's the biggest cyber threat?  That they shut down the internet.  (Can someone shoot me please?)
• Imagine the impact to business operations.  911 services would shutdown for me and my company we are all VoiP.
• Geeks called in to Presidents office
• South by SouthWest

**Practitioner, Service Desk**

• Project Management; is it not one of the most important skills in organizing change?
• Service Desk quick wins: We talk to a lot of people in higher education, and I think one thing we never really touched on was Alumni resources being utilized
•  Service Desk quick loose: Headphones, I saw a picture of a service rep wearing headphones on a clipart vendor's site and was instantly judging them as an agent

 **Social Media, Tools and Vendors** 

• Namesake
• Ian Aitchison, from LANDesk
• Support from the Cloud on PinkApp, Mobile Roadie

 ENTERPRISE.NEXT: 

How to be AGILE in today’s rapidly changing enterprises!

• Zendesk Cloud based service desk
• Yammer
• MySQL ‘s rappid growth
• MySQL Wikipedia
• Why zendesk’s strategy is different
• Symantec Account Management & Support
• Yammer Wikipedia
• The zendesk experience
• Help Desk up and running in minutes, NOT WEEKS
• Impact of cloud greater on industry than open source.
• Twitter into tickets
• Yammer as a support tool
• Crowd source your internal support
• Support has changed during an era of INSTANT gratification.
• Does ITIL play a role in customers of zendesk?
• Hybrid:  Customers Service merges with IT
• Enterprise Support?
• Service-now
• Zendesk customers
• Zendesk focus is flexibility
• Beran: "What company is open about when their tools is outgrown"
• Integration with tools Freshbooks
• netsuite
• google analytics
• GoodData
• Salesforce
• The River Kwai
• Fit fur purpose:
• Cloud integration is changing the way we business software works
• Focus on Niche and then integrate
• Time to market reduction
• The CIO Barrier “CONTRACTS”
• ZERO HR, ZERO IT STAFF….Enterpise.Next?
• Were the Mayans wrong? Is 2012 the end of IT instead of the world?
• Sarbanes-Oxley
• HubSpot
• Brian Halligan
• Awesome customer service
• Customer Service is a key differentiator
• Hire people who are friendly and want to be helpful.
• positive attitude
• Did Microsoft Windows Ruin tech support?
• Yammer support characteristic is great positive attitude
• Shiny Happy People
• Where do you go for Facebook and Google Customer Support
• Happy customers grow your business REGARDLESS of your business.
• Zendesk for IPAD
• http://www.guitarvibe.com/

   

Listen below or download the MP3 HERE!  /  iTunes / PinkAPP for BlackBerry, iPhone and Android

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ITSM Weekly The Podcast (Episode 51) from ServiceSphere on Vimeo.

Episode 51- ITSM Weekly The Podcast