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 ITSM Weekly

PODCAST BIOS & INFORMATION:

Podcasts-What can you say about a global podcasting network that represents over 40K people a month?  Show's that have hosted industry analstys, every day joe's and CIO, CEO, CXO's?  What do you call it when you need a show that talks about the actually industry you are part of!  Do you work on a help desk, do you support a ITIL shop, are you a chief something?  There is a show for you.  Welcome home.

 

 

ITSM Weekly Podcast:  The original and longest running, most listened to ITSM / IT Management podcast on the internet.  Founded February 7, 2010.  Home to the "news gator", ADHD and all things hooorrrribbbbllle.

 

Mark Kawasaki (@Windupbird) is a leading ITSM professional currently working to create, preserve, teach, and apply knowledge in the service of humanity at Emory University and giving back to the IT community at large. Mark describes himself as a corporate expatriate, with an ongoing interest in the future of work in the enterprise. Mark has extensive practitioner experience across the IT and Service Management space, from the Financial Services and Insurance industries to Higher Education and Healthcare. Driven by a desire to explore the relationships between technology, social value, and organizational success, Mark spends most of his time seeking new ways to make value visible. Mark is also an infrequent blogger, insatiable futurist, and digital vagabond. 

Matt  Hooper is CEO of Smak, a knowledge automation SaaS company serving the recruiting and staffing industry.  For over 20 years Matt has instituted methodologies for business intelligence and optimization.  Leveraging technology to  drive business outcomes, he has built an industry reputation for his highly effective approach to performance engineering and process integration. He has been an industry advocate for Service Management strategies and best practices around ITIL, CObIT and is a board member of SIM (Society of Information Management).  Matt is former CEO and co-founder of Vigilant, which successfully assisted over 100 fortune 1000 companies to: change organizational structure to improve operational efficiency; dramatically increase system performance; gain visibility into critical issues; bring organizations into compliance; and save hundreds of thousands of dollars in infrastructure costs.  He holds a degree in Business Administration, and has held certifications in engineer from Microsoft, Cisco, Sun, Oracle as well as ITIL V2 and V3 Service Management.

Matt Beran is a leader with passion to inspire growth and learning in others. A prominent figure in the I.T. service management realm, with a real passion for service delivery innovation and business alignment.

 

 

 

 

ITSM Weekly Podcast (Rest of the World Edition):  Born out of the US centric nature of it's sister show, ITSM Rest of the World is a taste of UK and what's going on with ITSM from the land where the sun never sets. Born August 10, 2010. Home to "news poodles", pubs and Barclay Rae's personality.  

Chris Matchett works in a service transition role for a well known public sector organisation. He is perhaps better known as the host of the ITSM Weekly Rest of World podcast and one of the founder members of the new Back2ITSM community. As a member of itSMF UK he sits on the London & South East regional committee, the fledgling Service Design specialist group as well as being an active member of BCS. Believe it or not – and most do not – he holds the ITIL Expert accreditation earned via the bridge from the version 2 Managers certificate in addition to being an ISO 20,000 Practitioner.
Chris has worked in IT support since the age of 15, starting with talking the general public through DOS commands over the phone, to banking support for an outsourced service provider, to service management in the public sector. Alongside transitioning new services from projects into the forgotten phase of the service design lifecycle he is currently working with the UK’s first apprentices in service management. You can find him on twitter as @richchestmat.

Patrick Bolger joined Hornbill in 1998 as Sales & Marketing Director and assumed the role of Chief Marketing Officer in 2008. In 2010, Patrick was appointed Chief Evangelist.
 
Patrick is dedicated to the communication of industry best practices, working closely with customers, industry associations and IT luminaries to identify trends and educate organisations on the opportunity associated with service excellence.  An industry veteran, Patrick has significant first-hand experience of the issues facing IT and is an influential and recognised authority in the Service Management arena.
 
Patrick is an active contributor to a number of strategic groups and partnerships that influence the service management industry, including the Service Desk Institute (SDI), Help Desk Institute (HDI), and the IT Service Management Forum (itSMF).

 

James Finister has been hanging around the ITIL world waiting for something to happen since 1993 as a trainer, a consultant, and most importantly getting his hands dirty as an interim manager.He is the EMEA Lead for Service Integration and IT Governance in Tata Consultancy Services' Global Consultancy Practice and welcomes any enquiries about how he might be able to help your organization approach ITSM and IT governance from a pragmatic perspective.

 

Barclay Rae is an experienced ITSM mentor and business manager. He has worked on approximately 400 ITSM projects over the last 25 years, as well as starting life on the operations side of IT, setting up and running Help/Service Desks.
Barclay has worked for a number of ITSM organisations, as well as running consultancy company e2e for 10 years. He delivers strategic ITSM consultancy, mentoring and business development, as well as media analyst services to the ITSM industry.
Barclay is the writer and presenter of ITSMTV, including the ‘Service Desk Inspector’ series. He also participates in the ITSM Rest of the World weekly podcast.

 

ITSM Weekly Podcast (Antipodean Edition):  You can't call yourself "the rest of the world" if you don't include Asia / Pacific! The podcast from oceania that put ITSM Australia and New Zealand in your ears!  Born March 4, 2011.  Home to boobies, month in reviews and Simone's happy place.

Simone Moore engages you in a depth of knowledge, collaboration, sense of humour and a learning approach that is thought provoking, interesting and relevant.
With over 20 years in strategic and operational business design, development and transformation with a "who's who" list of organisations, Simone's focus is on actively integrating and balancing four core business principles - people connected, knowledge shared, possibilities discovered and potential realised.
Tertiary and industry qualified, Simone specialises in customer service, strategic planning, organisational development, change management and human resources and holds specific industry qualifications in IT, Contact Centres and Service Desk, Knowledge Centred Support, ITSM expert and is a member of the HDI International Certification Standards Committee (ICSC).

Simone engages you in a depth of knowledge, collaboration, sense of humour and a learning approach that is thought provoking, interesting and relevant.
With over 20 years in strategic and operational business design, development and transformation with a "who's who" list of organisations, Simone's focus is on actively integrating and balancing four core business principles - people connected, knowledge shared, possibilities discovered and potential realised.
Tertiary and industry qualified, Simone specialises in customer service, strategic planning, organisational development, change management and human resources and holds specific industry qualifications in IT, Contact Centres and Service Desk, Knowledge Centred Support, ITSM expert and is a member of the HDI International Certification Standards Committee (ICSC).

Rob England a.k.a. The IT Skeptic -  Always one to challenge the status quo, Rob has a new die to present: the Standard+Case Model for service response. Standard+Case is about applying a body of knowledge called Adaptive Case Management to ITSM, synthesising it with your existing process approach. The IT Skeptic shares this exciting new concept that will radically improve the way you handle responses to any sort of "tickets". Standard+Case is applicable to Problem Management and Change Management (and Event Management...) as well as Service Desk activities. Standard+Case (S+C) applies to anything that requires a human response: there's either a standard response or there isn't. The S+C approach addresses criticisms of other Service Management approaches like ITIL for being too process-centric and not allowing knowledge workers to be empowered. It also provides a good skills path for Service Desk Analysts that fits well with gamification. If you only look at one new idea this year, look at this one. It is an ITSM game-changer.

 

Karen Ferris is an internationally acclaimed speaker with a reputation for providing both strategic and practical advice and insights for organisations in their implementation and maintenance of efficient and effective Service Management. Karen has the ability to share her experience and knowledge with every audience, and individual within that audience, so everyone is empowered with the ability to make a difference within their organisation.

Karen has been delivering presentations since 1999 and has been acclaimed as “inspiring”, “thought provoking”, “insightful”, and “providing practical and useable guidance”.

She has worked as a Service Management practitioner, trainer, consultant and manager since 1994 and has assisted organisations across a breadth and range of industries in their service management initiatives.

Awarded the inaugural Service Management Champion accolade by the IT Service Management Forum (itSMF) Australia in 2007, she was also awarded the Presidents Prize for best speaker at the Australian National Conference in 2005.

She holds many accreditations including ITIL® Expert (Version 3) and ISO/IEC 20000 Consultant and is a Fellow of priSM (Professional Recognition for IT Service Management).  Karen is a Director on the itSMF Australia National Board with the portfolio of publications. She is a member of the itSMF International Editorial Advisory Taskforce (EAT) working on the establishment of an international service management library. She was a member of the ITIL Advisory Group, which oversaw the creation of ITIL Version 3 and the Lead Assessor for the Continual Service Improvement publication.

In 2011, Karen authored the acclaimed itSMF publication ‘Balanced Diversity – A Portfolio Approach to Organisational Change’ introducing a new and innovative framework for ensuring that service management changes become embedded into the fabric of the organisation. 

She is also the creator of the world first eco-ITSM® service that uses service management best practice to improve the sustainability of ICT.

She was a contributing author to the 2010 itSMF publication “Greening Service Management” and has been contributing to service management publications since 2000. Other contributions include Service Management Global Best Practice (2007); Implementing Metrics for IT Service Management (2007); IT Service Management – A Pocket Guide (2007); Continual Service Improvement (2007); Service Operation (2007); Service Agreements – A Management Guide (2006); Frameworks for IT Management (2006); Six Sigma for IT Management (2006).

 

Tristan Boot is a Service Delivery Manager at New Zealand’s largest University and President of itSMF New Zealand. 

At the University he facilitates customer relationship management across Faculties and Research and Administration units. He provides ITSM subject matter expertise, and comic relief when required.

As itSMFnz President he leads a dedicated band of volunteers to provide services and value to members throughout the country.

He has extensive experience in customer service roles and a commitment to customer service excellence. His background and experience gives him an insight into the demands and needs of customers and the responses (successful and otherwise) of service providers to these needs. In his limited spare time he is a cook, photographer and bacon aficionado.

 

 ITSM Weekly Podcast, Top of the World Edition:  Scandinavia represented, and the newest global show to the family.  Premiers June 2012. Born June 9, 2012. Home to the survey of the month, Elks and a sensible nordic view of the world.

Daniel Billing, living the swedish dream with wife and 2 kids on the west coast. Got the house & station wagon so only missing the dog.

My work has always been within IT support as support technician, project manager and consultant.

Working as reality architect and solution owner for the ITSM area.

Motto : "There is always a better way - maybe not today, but tomorrow" 

 

 

Harry Repo is an experienced IT service and business consultant with experience in the IT industry since 1997.

In his work in IT Service Management and Governance, Harry always takes the customer's current and specific position and business models to establish and develop improved business processes and organizations.

He has experience in Business Consulting within IT Service Management (ITSM) and IT Governance and with the technical origin and with extensive experience in Project Management, he always improve and exceeds expectation.

He has worked in large IT departments and organizations in various industries and companies with emphasis on the automotive industry sector and the pharmaceutical industry sector.

Harry is used to working in complex environments with high demands on safety, security, compliance, accessibility, and is used to communicate to both business and IT top management level in a global organization.

Harry is described to be driven, imaginative, social, likes to work engaged with the customer to find the right way forward.

As ITSM Manager Harry has experience of running projects, being a mentor to the steering groups, IT managers and top management representatives.

 

 

Michael Imhoff Nielsen is ITSM Managing Consultant at IBM, vice president of itSMF Denmark and registration services director on the global board of the priSM Institute.

Michael has more than 25 years of experience in IT Service Management including consulting, sourcing and tools development and implementation.

Michael is certified ITIL Manager and Expert, accredited ITIL instructor and holds the priSM® DPSMCM (Distinguished Professional in Service Management) credential.

Michael has done review on numerous ITIL and ITSM publications including ITIL V3 Service Operation, ITIL 2011 Service Design and COBIT® User Guide for Service Managers. Michael was also the project manager of the itSMF Denmark translation of the ITIL Foundation Handbook into Danish.

Aale Roos, ITSM consultant and trainer. Expert on surveys, ITIL, ISO 20000 and specially on unlearning ITIL.

 

 

 

 

 

 

Practitioner Radio:  What happens when you take the most brilliant mind in ITIL / ITSM and pair him up with 

 

Troy DuMoulin (AVP Strategic SolutionsVice President Professional Services, Pink Elephant) is a leading ITIL® and IT governance authority with a solid and rich background in Executive IT Management consulting.  Troy holds the ITIL Service Manager and Expert certifications and has extensive experience in leading IT Service Management (ITSM) programs with a regional and global scope. He is a frequent speaker at ITSM events and is a contributing author to multiple ITSM books, papers and official ITIL publications including ITIL’s Planning To Implement IT Service Management and Continual Service Improvement. Troy has also worked with the Information Systems Audit and Control Association (ISACA) on COBIT® 4.0 development and alignment with ITIL. 

 

Chris Dancy been working in IT support for 20 years with experiences ranging from  help desk level 1,  service desk manager, ITSM process consultant, software product manage, executive corporate  marketing,  entrepreneur and currently Director office of the CTO, BMC Software.
Most people know Chris as @servicesphere on twitter and as the host of the US edition of ITSM weekly, the podcast, syndicated to 30,000 listeners monthly.  His name and avatar are synonymous with social media for IT, edutainment and his futuristic visions for IT.
An agent provocateur who lives 15 minutes in the future, brace yourself, you’re about to be awoken.

 

ITSM Weekly, The Podcast, Latin America....coming soon.

 

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Andrew Friar (Antipodean March 2011- August 2012) with over twenty years of IT experience ranging from defence roles through to Head of Technology within Westpac Bank.

Andrew has held roles across the whole spectrum of IT from infrastructure and network management through to software development, project and operational management.

Today Andrew considers himself an IT generalist with the ability to manage complex situations, bringing clarity to difficult environments by ensuring clear accountability when delivering to customers needs.

 

Stephen Mann(Rest of the World August 2010 - September 2012) serves Infrastructure & Operations Professionals. He has 21 years of experience across a number of IT service management, finance, and consulting roles. He holds an accounting qualification (CIMA) as well as the Information Technology Infrastructure Library (ITIL) foundation and manager qualifications. At Forrester, his research focuses on service management strategy, adoption, and implementation as well as the enabling technologies. In particular, Stephen helps IT leaders and their teams understand the business value of service management, develop their strategy, evaluate and select vendor tools, and implement service management processes such as those espoused by ITIL. Additionally, Stephen focuses on the organizational aspects of service management and its relationship to broader IT trends such as cloud computing.

 

Chris Dancy been working in IT support for 20 years with experiences ranging from  help desk level 1,  service desk manager, ITSM process consultant, software product manage, executive corporate  marketing,  entrepreneur and currently Director office of the CTO, BMC Software.
Most people know Chris as @servicesphere on twitter and as the host of the US edition of ITSM weekly, the podcast, syndicated to 30,000 listeners monthly.  His name and avatar are synonymous with social media for IT, edutainment and his futuristic visions for IT.
An agent provocateur who lives 15 minutes in the future, brace yourself, you’re about to be awoken.

by Chris Dancy