ITSM Weekly The Podcast (Episode 63) -Service Desk of the Future 1 Of 5
Monday, June 13, 2011 at 7:39AM 
Can you hear me now? The future of the Service Desk.
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
Guest: Jeff Brooks & Patrick Bolger
Episode 63 Topics:
Travel to the future, The Service Desk of the future.
**News Gator: Updates from Tech**
**CIO Headlines Market News, Business Report, SIM**
- iCloud and the Enterprise
- Data Centers and Carbon footprints
- CIO Joe’s Show
- CIO’s and Golf
- Gripe of the week: Why you no put date on doc? No datey, no docy... for real. When you write a doc or an KB article, or procedure, put a stinking date on it. Please! Things change quickly, and information is only relevant at a point in time, so date it dummy.
**Practitioner, Service Desk**
- IT Skeptic – Automation?
- What does the word Escalation Mean To Your Service Desk?
- Escalations in the United States
- HDI Newsletter and Windows 7
**Social Media, Tools and Vendors**
Topics:
- Help Desk Managers Crash Course
- ITSM Rest of the World Podcast
- Do you respect or fear Rob England?
- Who’s afraid of the word Help Desk?
- When did ITIL become mainstream in the UK?
- Help Desk is reactive, the Service Desk is proactive
- Precognitive Help Desk Management 2014
- What types of things do you see trending around support in three years
- Metrics are meaningless
- Measure what you can correlate to the business itself
- Why have help desk metrics not evolved or changed in 15 years?
- Podcast Series on the Five Books of ITIL by Consulting Portal
- Service Experience Mapping
- Actionable metrics is a buzzword bingo
- Internal or External support
- Hornbill Software
- CMDB
- Jeff Brooks, award winning practitioner and writer!
- HDI Awards
- Where is the internal support for “tech” companies…it’s doesn’t exists!!
- THE IT PARADOX: We will employees cars, but we won’t allow them admin writes to their own machine.
- Video for Knowledge Management
- National Health Services
- Networked Help Desk Collation
- What happened to SPACL? The Service Catalog collation
- CMDBf Collation?
- Connect with Jeff Brooks, LinkedIn, Twitter, Facebook
- Bring your own device to work
- BYOD: Bring your own device or Bypass your Operations Department
- Amazon.com The Help Desk Managers Crash Course
- SDI11 Show
- Thanks to Hooper and Beran
Listen below or download the MP3 HERE! / iTunes / PinkAPP for BlackBerry, iPhone and Android
ITSM Weekly The Podcast (Episode 63) from ServiceSphere on Vimeo.
Reader Comments (1)
I think the rebranding of helpdesk was more that helpdesk had the connotation of bag-and-tag. Service desk does total incident/request management and Level 1 support. Service desk aims for high first-call or first-level resolution.
I still retain that distinction. it is true that it stems from the baggage of "helpdesk" and we can continue to call it helpdesk if we want. But ITIL is supposed to give us a common language and ITIL calls it service desk.
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On a panel discussion at the Ottawa conference, we had the debate about how much you trust staff. I think it is important to distinguish between the professionals who you trust with a company car (and root access to their machine), and the other 66% who you don't trust with either. the world is populated with a lot of Wallys (think Dilbert).
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I find it amusing that we agree that SPACL and CMDBf are dead but "Networked Help Desk Initiative" is exciting???
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"IT is not in control". Exactly my topic in recent presentations. We must respond by focusing on controls rather than control of production: the key in future will be governance, service management and assurance. We must put up a defensive perimeter as we lose control of the centre. I loved "Bypass Your Operations Department"
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P.S. Don't fear robust debate: respect it :)