ITSM Weekly The Podcast (Episode 66) -Service Desk Of The Future 4 Of 5

Ambient Service Management

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: Charles T. Betz

Episode 66 Topics:

Travel to the future, The Service Desk of the future.  

 **News Gator: Updates from Tech**

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

• LulzSec, is vulnerability exposing a crime?
• Sneakers, The Movie
• Batman’s Joker
• Dance With the Devil
• White hat hacker protocols
• TIP OF THE WEEK:  Using Dropbox for policy automation.  Created access account on all my servers with dropbox accounts that have the following folders:
•     \Change management - Where a simple log is kept of changes
• \Config Management - where documentation is kept and updated
• \Release Management - where builds and releases are placed for ea. environment
• ITIL Expert Pin
• Hornbill Software
• GRIPE OF THE WEEK: Forums support from vendors... YOU STILL NEED TO DO IT, not everyone is going use TWITTER  & u don't want it.
• What is up with companies totally abandoning the tech forums.  Crowdsource forums are putting vendor forums to shame, and that is unacceptable.

**Practitioner, Service Desk** 

• Axios Systems Assyst  Purchase by Hitwise
• Updates to Hornbill, Cherwell Software and ServiceNow
• Chris thinks ServiceNow is being acquired in the soon
• HDI or itSMF News? Not.
• Twelve Steps to ITSM memberships
• GRIPE OF THE WEEK:  We make light of the old dudes in our industry, but really, that networking is huge, knowing those dudes really give me a great perspectives, great conversations, and TONS of experience.
• John Custy, Bromancing the Wang

 **Social Media, Tools and Vendors**

• New Google Site, WHAT DO YOU LOVE!
• Google Plus
• Gartner Whitepaper on “Just in time service desk”
• Evan Hamilton Community Manager
• UserVoice help desk meets feedback
• GetSatisfaction
• GRIPE OF THE WEEK:  How many Industry Analysts do we need? Analysts are REAL people see Gartners latest!

Topics:

 Guest: Charles T. Betz, Enterprise Management Associates 

• Industry Analyst of the Future?
• The brilliant blog of Charles Betz
• Industry Influencer Blog
• The Rise of Generalist Influencers
• Peter Kretzman Podcast
• Filter Bubble by Eli Pariser
• Multiple Avatar Disorder comes to the filter bubble
• Robert Stroud  and Charles at ISACA World Congress
• COBIT Exposure Release
• Glenn O’Donnell Tweets on the “COMPETITION”
• Dunar’s Number or Fracture of network?
• Correlation over Filtration
• Why are people in IT, reckless with data?
• Hello, we are INFORMATION professionals, WHY CANT we even MANAGE email?
• Email Charter
• Don’t be a Jerk on Twitter
• Meta-structures of etiquette
• Evolution of Sharing
• Misdirection as a sharing POV
• Pulse of the Industry
• Text AnalyticsIBM Watson and Text Analytics (GET SCARED AND WATCH THIS)Dystopian POV
• Knowledge11 Conference
• SoftLib
• Cocktail Party Problem
• The Star Trek Bridge Computer and your IT Systems
• Barclay Rae and Star Trek
• Newsle – News about the People You Know
• Enterprise Intuition
• Ambient Service Management
• Everyone is the minority Report
• Keith Urban and Osama Bin Laden
• Osama Bin Laden REAL tipster (there hooper who’s the EXPERT)
• How do you work and walk? The treadmill desk
• How fast can you create documents (I mean RUNNING while you type)
• Hooper at his exercise class
• When IT Fails the Book and Movement, Gene Kim, George Spafford & Kevin Behr
• Charles Betz The Blog
• Email Charles
• EMA Site
• Charles on Twitter

 LISTEN NOW!

 

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

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ITSM Weekly The Podcast (Episode 66) from ServiceSphere on Vimeo.

Episode 66 - ITSM Weekly The Podcast

Comments

[The IT Skeptic]

So Hoop,

when the server is down how do you access change and config data from Dropbox?

And how come you can't cost-justify $30 a month for a simple SaaS tool?

[Matthew Hooper]

Great question Skep.

I'll go into a bit more detail on this weeks recording for the benfit of other listners.

I'll answer your second question first, why am I so cheap (or something like that).
Well, we are being super scrappy, no income and lots of cash going out the door on development is partly the reason. However, the real reason is we don't have our processes locked down. As part of the MassChallenge Startup competition we actually get ZenDesk for free. But it's not the subscription cost. I don't want the team bogged down by a tool or limits of a tool while we are still figuring out what our strategy is. I want speed and simplicity, I'll go for traceability, tracking and logisitics later.

Now as for your second question, this is easy. This is exactly why Dropbox works. Dropbox syncs data files across many servers. So at any point in time doc changes get propogated to all the registered devices. So everyon on the team has DropBox on our laptops, plus we've designated Workstation servers at our co-location facility to have it installed as well. This keeps all the information local, even if Dropbox as a service went down we would be completely operational.

Thanks for the question, and as always thanks for listening in.
-Matt
Twitter: @Vigilantguy