We talk a lot about the three tenants of IT organizations, being Process, Product and People. At the end of the day, it's all about people. We are People, we exist because of people, we work on behalf of people and people work on behalf of us. Processes and products exist because we want more out of people. Universities are challenged with creating and fostering the cultural perspective of the future leaders and innovators. July we introduced our series of Higher Education and the role ITSM plays. Our first guest is both a professional ITSM practitioner as well as a professor and ITSM advocate.
Enjoy this excellent perspective and some great aspects of the industry you may not have thought of before.
Thanks to our series sponsor: Cherwell Software
ITSM Weekly The Podcast (Week 28) from ServiceSphere on Vimeo.
Your Hosts: Chris Dancy and Matthew Hooper (twitter #ITSMWP)
ITSM Weekly The Podcast (Week 28) from ServiceSphere on Vimeo.
Your Hosts: Chris Dancy and Matthew Hooper (twitter #ITSMWP)
Series: ITSM and Higher Education
Submit Questions: Anonymously or Email or Call In: (765) 236-6383 or Twitter Questions/Comments #ITSMWP
Sponsor: Cherwell Software
Sponsor Special: Higher Education and ITSM Software
Week 28 Topics:
- Beran-less
- VOTE FOR MARK FITZGERALD (you will by the end of the podcast)
- Who is Mark Fitzgerald
- Boise State University
- Help Desk vs Service Desk
- HDI Higher Education Forum
- Brand Equity (vs ITIL terminology)
- HDI Conferences
- What do you support on a help desk vs. what do GENERATIONS expect you to support.
- Maybe your customers don’t want to talk to you
- What generation is what…..
- Different Service Catalog for different audience (BLASPHEMY)
- Internal vs. External Service Desk….REALLY?
- Does Higher Education have a responsibility to TEACH IT consumers how to behave?
- Are business’s today missing the boat? (The PERFECT ITSM Storm)
- Keeping your HEAD above water vs Business and IT Alignment
- Who are the podcast customers? Defining a customer
- Rob England’s New Book, Basic Service Management
- Silence is COMMUNICATION
- Selling the communication of changing services
- Marketing Communication vs. SPIN
- Marketing Technique “Laddering”
- CIO out stumping, shaking hands and kissing babies
- CIO’s Command and Control vs. Consensus
- Real Life is much different than IT Decision making
- The Perfect Storm in IT is here
- Chris’s Dead Mom has a feature spot on the show
- Consumers today aren’t smarter, they just are fearless
- Up sizing social media folks
- Help Desk as an Entry Level? Hmmm
- Experiential Learning
- Abilene Christian University
- Homogeneous
- Ego and Pride
- G2G3 Simulation
- Pain vs. Reward Learning
- The Road Less Traveled
- I can’t show you how to use matches until I show you the power of fire.
- Boise Help Desk Site
- Mark Fitzgerald Contact
