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ITSM Weekly The Podcast (Episode 63) -Service Desk of the Future 1 Of 5

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 DancyMatthew 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**



**Practitioner, Service Desk**



 **Social Media, Tools and Vendors**








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



ITSM Weekly The Podcast (Episode 63) from ServiceSphere on Vimeo.


Episode 63 - ITSM Weekly The Podcast

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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.


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).

I find it amusing that we agree that SPACL and CMDBf are dead but "Networked Help Desk Initiative" is exciting???


"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"

P.S. Don't fear robust debate: respect it :)

June 14, 2011 | Unregistered CommenterThe IT Skeptic

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by Chris Dancy