Sunday
Aug122012
Settle differences without violence or destruction - ITSM Weekly Podcast Top of the World Episode 3
Sunday, August 12, 2012 at 12:25PM 
Settle differences without violence or destruction
What happens at the Top of the world related to IT Service Management.
Top of the world edition (TOW) August 2012
HOSTS Episode 3: Daniel Billing, Aale Roos, Harry Repo, Michael Imhoff Nielsen
we are searching for a additional crew member representing Norway. Interested ? email: ITSMTOW@gmail.com - twitter: #ITSMTOW
News_________________
Aale is back from vacation, Harry is starting his and Michael haven't started. Daniel is still enjoying his 8 weeks (in your face!)
Congratulations Aale - who got grand daugther no 2.
* ITSMF International AGM in Stockholm September 21st.
* ITSMF SE and DK have 10th anniversity
* TFT12 - Tomorrow's IT service future today - Start in New Zealand on 5 December 2012 and FOLLOW the SUN until we finish in Hawaii. Vote for your favorite speaker.
* Chris Dancy to BMC
*
Aales survey of the month
( 41 responses by e-mail, no anonymous)
( 41 responses by e-mail, no anonymous)
* The questions was about maturity
- Used old KPMG scale: technology- processes- services- customer - business-centric
- 70 % at level zero
- 20 % at process level
- 10 % at service level
- too many put business as a goal, real goal should be next level
Main Topic_________________
ITSM maturity - do we need a scale?
*There is a lot of tool projects running now. is it due to greater process maturity or searching for shortcuts
can you mature by changing tool - at least you can enhance the user experience , but a fool with a tool is still a fool.
*Assessment of what (technology, people skills, organisation, processes, services) and is it maturity or capabilities or both?
*You should start your assessment by asking the right questions - what do you want to achive?
*Look into the Continual service improvement
Stick to one assessment model otherwise it's impossible to benchmark/compare.
* avoid self-assessment, companies tend to rate higher then their actual maturity.
Most important question is what do you do with it
Don't waste money just doing assessments, unless you want to fund consultants
Aales survey method - spend one day at the service desk
Reasons for assessing, is it just to show that we are doing what we are supposed to or is it for a true aim at improving for the benefit of the business?
Closing_________________
upcoming event where TOW will send live from the floor :
ITSMF - DK 26-27 Sep
ITSMF - FI 4-5 Oct
ITSMF - SE 22 Oct
Next recording will be done end of Aug - Stay tuned
SUBSCRIBE / LISTEN TO ALL SHOWS ON SOUNDCLOUD
Settle differences without violence or destruction - ITSM Weekly Podcast Top of the World Episode 3 from ServiceSphere on Vimeo.
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