Friday, October 29, 2010

ITSM Weekly the Podcast (Week32) - Guest Speaker: Philip Neufeld & Matt Neigh

Service Management  - a term that continues to allude people who are in the service industry.  I'm not talking just IT, all be it probably we are the worst to embrace this.  I'm talking about those who just don't get that if you are not fabricating a tangible (electronic or physical) product or good, then you are performing services for your job.  Even if you make a product, say diamond plated dental instruments (something you would be surprised I have learned a lot about),  you still are performing services.  Turning shanks, dipping instruments, packaging, shipping, are all series of actions.  So what's my point?


Service Management is not process.  Processes are not Service Management.  Yet both involve the same series of actions.   You must perform a series of actions in a quality controlled form to produce a result that is consistent, expected, and predictable.  This is where PROCESS kicks in. Processes help you to know which actions to take, when to take them, and what to track about it so you can measure, tune and report on those steps.  SERVICE MANAGEMENT thus is all about the attitude, reflection, interaction, communication, and personalization that surrounds the people performing those actions.  Thus a simple way to think about it in my mind is a PROCESS gets the job done, SERVICE MANAGEMENT satisfies a the requester.  Thus if you spend too much time focusing on either one of these without the other, you will achieve an imbalance of not getting the job done and being a talking head to a requester, or being efficient but a royal pain to work with.  Remember if it's just an action, a robot can do that.  Humans desire a human element, and you must bring that human element to the table when perform actions for other humans.

Enjoy listening to this weeks episode where we speak with Special Guest:  Philip Neufeld Director of Service Management, IT Services State of California and  Matt Neigh from our Higher Education sponsor Cherwell Software

Show notes here: http://www.servicesphere.com/blog/2010/9/13/itsm-weekly-the-podcast-episode-32.html


ITSM Weekly The Podcast (Episode 32) from ServiceSphere on Vimeo.



Your Hosts:  Chris Dancy, Matthew Hooper and Matt Beran (twitter #ITSMWP)


Mobile Apps, Communication Intelligence and Fusion
What happens when a CIO, a Service Desk Manager and an Industry Junkie Chat Weekly?!
Special Guest:  Matt Neigh
Special Guest:  Philip Neufeld
Series:  ITSM and Higher Education
Submit Questions:  Anonymously or Email or Call In: (765) 236-6383 or Twitter Questions/Comments #ITSMWP
Episode 32 Topics:
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Thursday, October 14, 2010

ITSM Weekly the Podcast (Week31) - Guest Speaker: Pam Carter aka Dr. Pam

In 2009 I had the unique pleasure of attending the Academic Summit at the ITSMF Fusion09 Event in Dallas. The event included a ITSM Simulation by the folks at G2G3 and really brought to light the difference between teaching and doing.  It was great to see the professors struggle between concept and application, just like the rest of us do.  After the simulations my colleagues and I were given an opportunity to sit in on the  presentations of the professors on how they are bringing ITSM and ITIL into the classroom.  It was really great to hear the strategies, however, one person stood out in particular to me.  Dr. Pam Carter, Associate Proffesor of Management at North Carolina AT&T State University, had an approach that really hit home.  With a predominant number of the students coming from families whose parents were not involved with white collar workers, their ideas and concepts of the business world were very foreign to reality.  To translate that into the ITSM world was a real challenge.  By utiliizing analogies that the children could really grasp on to, she was able to connect with the value of ITSM principles and disciplines.


Listen to this weeks episode, certain to be one that goes down in ITSMWP History, as Dr. Pam, as we have come to affectionately call her, builds our appreciation for the words "Cultural Change".
Show notes: http://www.servicesphere.com/blog/2010/9/6/itsm-weekly-the-podcast-episode-31.html

Thanks to our Higher Ed Series Sponsor: Cherwell Software 


ITSM Weekly, The Podcast (Week 31) from ServiceSphere on Vimeo.


Agriculture, Historically Black and ITSM
What happens when a CIO, a Service Desk Manager and an Industry Junkie Chat Weekly?!
Special Guest:  Dr. Pam Carter
Series:  ITSM and Higher Education
Submit Questions:  Anonymously or Email or Call In: (765) 236-6383 or Twitter Questions/Comments #ITSMWP
Episode 31 Topics:
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ITSM Weekly the Podcast (Week30) - Guest Speaker: Juan Torres

Social Media is changing the game for enterprises.  It's not different for the CIO's.  CIO"s have been asked to deploy internal and external portals that engaging and sharing of information for collaborative efforts.  After months of research we come back to the business with a 6 figure proposal and 6 month timeline.  The business reposnse - "can't we do this on Facebook now".  That my friends is game changing.  The thought of employees sharing information on facebook.  Information like, "hey what's that link for time sheet entry?".  "Yo, do you remember how to log in to the system again".  How do you like those status updates going out to the social world.  Think CIO's don't have to pay attention to new media environments and technology... think again.


This week we have on our show Juan Torres.  Juan runs the help desk for Ohio Dominican University.  He helps bring to light the reality of supporting the next generation of business community IT has to prepare to support.
Show notes here: http://www.servicesphere.com/blog/2010/8/29/itsm-weekly-the-podcast-episode-30.html




ITSM Weekly The Podcast (Episode 30) from ServiceSphere on Vimeo.


Christory, Christmas Gifts, CSI and Xbox
What happens when a CIO, a Service Desk Manager and an Industry Junkie Chat Weekly?!
Special Guest:  Juan Torres
Series:  ITSM and Higher Education
Submit Questions:  Anonymously or Email or Call In: (765) 236-6383 or Twitter Questions/Comments #ITSMWP
Episode 30 Topics:
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ITSM Weekly the Podcast (Week29) - Guest Speaker:Matt Blair & Taj Peeran

For the next gen of IT professionals the business landscape is a theory not a law.  With so much dynamics in the underlying operations of marketing, sales, manufacturing, IT is going to be challenged to bring a new game to the table.  Students need to be Business Students with Technology skills.  Product development and innovation is going to be a the mainstay of the engineering folks.   The role of the IT professional will be to manage the "pure sciences" capability, including intellectual property into a monetized outcome of technology (applied science).  Creating and protecting value models based on business benefits driven by technology will be no easy task.  The CIO of the future will have to have deep and diverse skills, if role exists at all.

Listen in to this weeks podcast as we talk to Matt Blair & Taj Peeran 2 students working to get their Masters in Information Services (MSIS).
Show notes here: http://www.servicesphere.com/blog/2010/8/22/itsm-weekly-the-podcast-episode-29.html

ITSM Weekly The Podcast (Episode 29) from ServiceSphere on Vimeo.



Dancing as Fast as We Can, Utility, Warranty and the “I” in team. 
What happens when a CIO, a Service Desk Manager and an Industry Junkie Chat Weekly?!
REAL LIFE STUDENTS OF ITSM!
Special Guest:  Matthew Blair - Matt Blair is the President of the MSIS Association - a networking, personal development and community service organization that runs a parallel with the Masters in Information Systems (MSIS) program in the Kelley School of Business at Indiana University.  He writes about current IT issues in his blog,MattMinute, and also has intern experience in audit, project management and process refinement.  He holds a Bachelors in Finance and Accounting and will be graduating with a Masters in Information Systems in May 2011.  He can be reached via LinkedIn or e-mail at mablair@indiana.edu.
Special Guest:  Taj Peeran is currently pursuing a Masters Degree in Information Systems at Kelley School of Business, and at the moment interning at Mead Johnson, Evansville for the Global PMO Group. With an undergraduate degree in Computer Science, and a keen interest in technology and software development, he worked for Wipro Technologies for 4 years, where he focused on developing and architecting solutions on the J2ee platform. On the MSIS program he says - 'The program has an excellent blend of technology and business subjects. The focus of the program is to empower its students to understand the different aspects of managing and governing IT'. He can be reached via LinkedIn or email: apeeran@indiana.edu
Series:  ITSM and Higher Education
Submit Questions:  Anonymously or Email or Call In: (765) 236-6383 or Twitter Questions/Comments #ITSMWP
Episode 29 Topics:
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