Showing posts with label Pink Elephant. Show all posts
Showing posts with label Pink Elephant. Show all posts

Thursday, January 6, 2011

ITSM Weekly the Podcast (Week36) - Guest Speaker: Ian Clayton

My dad was a mechanic, he is the farthest thing from a "Computer Guy" as you can get.  Seriously, I have to use Webex to support him because I just don't have the patience to walk him through screen clicks, but that's a whole other blog.  Yet, he was not unlike most of the IT professionals I have worked with.  Let me explain: He owned his on Garage, a Service Station, so it was naturally ingrained into me that when people had problems with their technology (uhm yes, Cars are technology) that they would take it to him to have it "serviced".  This idea of going to professionals to have your problems handled is by no means new.  Yet somewhere along the line service standards changed.  Let me illustrate.  I remember pumping gas as a kid for my dads customers (yeah for real, people didn't actually do it themselves), I would even check the oil, wash the windshields, and even clean the wiper blades.  Also, you could get any type of car repaired, and we did any type of repair. We were a "Full Service" station.  Times have changed we now have "Self Service" stations where you get Gas and typically food goods and other non-automotive related convenience items.  "Full Service" stations you get your gas pumped and that's usually it.  As for car repairs, you go to specialists, Brakes, Mufflers, Transmissions, etc...  The progression has been, as people became more comfortable with their technology, they have become more self sufficient, able to service themselves and look for value added services to their time and convenience.   
I see the IT industry heading down the same path.  IT staff used to be great to help setup network switches, desktops, install applications.  Now an office manager or receptionist won't get hired without knowing these skills.  Thus IT leaders need to look at the trends to help customers be serviced better, more conveniently, enable and empower them to help themselves.  In Episode 36 we have a great guest and legend in the IT Service Management space, Ian Clayton.  Ian is a very forward thinking expert on customer service management and speaks frequently on the concept of "Outside-In".  I hope you enjoy this podcast, as much as I did and I can not recommend his book enough, USMBOK for IT service Management.  Ian has offered a %50 when you enter the code "servicesphere" at check out.


Shownotes and details here: http://www.servicesphere.com/blog/2010/10/11/itsm-weekly-the-podcast-episode-36.html


ITSM Weekly The Podcast (Episode 36) from ServiceSphere on Vimeo.

Special Guest:  Ian Clayton, Ian's Blog Here, See Ian in January 2011Here!
Submit Questions:  Anonymously or Email or Call In: (765) 236-6383 or Twitter Questions/Comments #ITSMWP
Episode 36 Topics:
COOL DEAL:  50%  OFF USMBOK for ITSM Weekly Podcast Listners!  Enter Code "servicesphere" at checkout
Posted by at No comments:
Labels: , , , , , , , , , , , , ,

Wednesday, September 1, 2010

ITSM Weekly the Podcast (Week27) Special Guest: Patrick Bolger

Being the spokesperson for a Service Desk tool is not an enviable position in my mind at all.  In fact it's probably one of the worst functional areas I would want to support.  It's flooded by vendors, it's selling to a cost focused market place, and it's level of expectation for results is ridiculous.  Unless, your vision and product is game changing, and your are a bullish marketer.  This week we had the pleasure of having on Patrick Bolger, an acquaintance I've come to know through sponsoring at ITSMF and Pink Elephant over the past 5 to 6 years.  My first introduction to Patrick was a continued lesson in never underestimating who you are meeting.  Patrick, in his gruff voice approached me as I went to his booth, "what's ehh ahh Vigilant do?".  Figuring he was a booth bouncer, I said "oh we implement ITSM solutions."  The standard "you wouldn't really know what I'm talking about if I told you".  Then like a sucker punch, Patrick started to unleash on me a vision of  service management and forward thinking I hadn't seen in the industry, especially from a tool vendor.  Long before ITIL V3, Patrick was talking about life-cycles and maturity mapping, integrating strategic vision into tactical execution.  I sat for over an hour punch drunk at the wealth of knowledge from a guy who looked like he just stepped out of the WWE.  That's a compliment Patrick, please don't hurt me. :)


Moral of the story:  Never underestimate the talent in the exhibit halls.  Ask questions, take time to learn, and don't be afraid to say "show me what you got" that's what they are there for.

Enjoy this great episode with Patrick, and thanks again to his company: http://www.hornbill.com/ for sponsoring.

Show notes: http://www.servicesphere.com/blog/2010/8/9/itsm-weekly-the-podcast-week-27.html


ITSM Weekly The Podcast (Week 27) from ServiceSphere on Vimeo.

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


Sponsor:  Hornbill Software 
Sponsor Special:  You Choose!! 
Week 27 Topics:
Posted by at No comments:
Labels: , , , , , , , , , ,

Wednesday, June 23, 2010

ITSM Weekly the Podcast (Week20) - Guest Speaker: David Ratcliffe from Pink Elephant

Pink Elephant...  Yup, that's there name.

I have known Pink Elephant for about 6 years.  I was trained by Pink in ITIL V2, V3 and took their IT Executive training from one of their Sr. consultants ITIL V3 Author Gary Case.  I have since become great friends with many folks within the Pink organization.

I've met David Ratcliffe President of Pink Elephant in the past, as Vigilant was a frequent sponsor of the Pink Elephant IT Service Management conference, however it was only this past February that I got a chance to get to know David well, mostly from our interactions on Twitter.  David is a great example of one who embraces new technologies.  When he first posted that he was going to use twitter to keep Pink Elephant Conference attendees up to date and allow questions from audiences, I was the first to share with him the horror stories.  However, he pulled it off with great success and really made it a great event.  Making me eat Crow, but with some salt it was fine.

Enjoy the great insights, stories and history of the organization that brought ITIL to the U.S.

Show notes here at the greatest ITSM site on the web:
http://www.servicesphere.com/blog/2010/6/21/itsm-weekly-the-podcast-week-20.html



ITSM Weekly The Podcast (Week 20) from ServiceSphere on Vimeo.

Show Hosts:
Christopher Dancy
Matt Beran
Matthew Hooper .


Week 20 Topics:  Episode 2843 (well episode 20)
Posted by at No comments:
Labels: , , , , , , ,
Subscribe to: Posts (Atom)