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.

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

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:

• SIM CIO Roundtable (Boston)
• RedMonk Podcast
• LinoIT (The ITSM ITIL Wall of Death)
• Free ITSM Tool (OTRS)
• App Economy
• Bearonvision Summons Ian Clayton
• USMBOK History
• OGC ITIL version number Fear (see page 6-7) > Know your customer
• Walmart Customers > Own your brand
• Customer Experience Management
• TSA Junk Scanner
• Thunder Cats
• MIS Hooper if you’re NASTY
• Pink 11 Conference Radical Elements
• itSMF USA History and Founding
• An Officer and a Gentleman
• ITIL not the enemy
• Nicholas Carr “IT Doesn’t Matter”
• Viagra for ITSM
• George Westerman defines customer
• JUST LISTEN FOR THE NEXT FEW, TURN OFF EVERYTHING AND LISTEN
• Service Transition (ITIL Book)
• USMBOK
• Incident is UNDER a service request, NOT at the same level (Inside out thinking)
• 311 Service Center
• Dead Animals and Service Request
• “Getting it in place is MORE important than getting it PERFECT first” – Matt Beran (Baby JC Wisdom #BJCW
• Why would IT want to make things worse than they are?
• Service Nursing, from Real ITSM
• Build for Micro Single Purpose Apps (This is a recurring theme on podcast 26-31)
• Select, Select, Submit
• Google Search for Torch (Torch vs Flashlight)
• To understand ITIL vs understand Service You need this
• Sticky Website (we need Sticky Service Management)
• Is it DNA that controls IT Self Service Usage?
• Evolving to be self-center as IT professionals
• The AxeMakers Gift
• The Power of Prayer
• Does Amazon do great customer service or did they condition you to their SERVICE MODEL?
• Specialtys
• Can you be an IT person and never focus on IT again (Bringing Service BACK, Brining Human BACK)
• Where are the Metrics in Customer Centric vs IT centric management
• We are the World (Show the experience and the pain)
• No Beran didn’t send the Link (Service Fail)

COOL DEAL:  50%  OFF USMBOK for ITSM Weekly Podcast Listners!  Enter Code "servicesphere" at checkout

ITSM Weekly the Podcast (Week34 & 35) - ITSMF Video and Post Show Episode

Many people ask me why I am part of certain associations.  SIM (Society of Information Management), HDI (Help Desk Institute), ISACA (Information Systems Audit and Control Association), and ITSMF (Information Technology Service Management Forum).  The first reason is to meet smart people.  I don't have time to research the latest and greatest trends, practices, and keep up on who's who.  Since 2004, I have had a dual role of chief marketing and technologist.  Each of those disciplines area in and of themselves morphing at lightning speed.  So to keep up, I've found networking with folks for a few hours and hearing a presentation on certain topics keeps me in the know.   Sadly, however, the value of networking groups have diminished as committees are formed and political agendas are pushed.  The value of volunteer-ism is diminished because of prominence or association. What do I mean?  Take for instance the hard working independent consultant who is out working it, and offers to give his experience of deploying a Service Desk at 5 clients vs. the Service Desk Manager for a well known financial institute that has hired guns at their disposal for the hard work.   The committees for choosing speakers all too frequently discount the independent because of fear that they will try to sell the audience, and will choose the big company profile.  Even if the IC has proven to put a lot into the organization.  Give me a break!   First off, 30-50% of the audience at these conferences have either been, are, or will be a consultant at some point in their career.  Second, a SPAMMY consultant is pretty easy to call out.  Anyone who has been at this for a while knows that if you pitch at a conference you loose your audience and credibility fast.  Staying hard-core has always shown value and increased the awareness of your skills and thus led to follow on work.  Even if you are not a polished speaker, simply speaking from the heart on real world experiences and engaging the audience in a mutual discussion will drive more value.  So committee members I call out to you, if you want my continued membership.  Get the workers out in front of us and save the experts for panel discussions.  We want to hear "real world".   Don't get me wrong, I'm not saying we shouldn't have real practitioners from the Big name companies.  Believe me, I appreciate their discussions.  However, if you have attended these conferences and meetings, you have seen that it is "always" these folks.  I'm saying give us people who are dynamic, exciting and know what they are talking about, regardless of their role, company or title.  Just keep it real!

Ths week in IT Service Management Weekly the Podcast, Chris, Matt and I record live from the ITSMF Fusion 10 conference.  It's only 20 minutes, so I have also put in here the following podcast.
Enjoy


LIVE from itSMF Fusion 2010 ITSM Weekly The Podcast (Week 34) from ServiceSphere on Vimeo.


ITSM Weekly The Podcast (Episode 35) from ServiceSphere on Vimeo.

I See A Pink Door and I Wanted Painted Black

What happens when a CIO, a Service Desk Manager and an Industry Junkie Chat Weekly?!

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

Submit Questions:  Anonymously or Email or Call In: (765) 236-6383 or Twitter Questions/Comments #ITSMWP

Episode 35 Topics:

• The first video of the recording of the Podcast
• PS I am shy
• Brainshark
• Shareshare Pro
• Inforonics SupportCast Video
• Baron at itSMF Fusion 2010
• Rutgers Student Suicide
• Robert Stroud Loves to SPAM the #HDI Hashtag
• itSMF UK 2010 Conference
• New Style Retweet
• Hooper SKIPPED my session at itSMF Fusion
• HDI support via Twitter
• ITSM History (CRM and ITSM Meet 1999-2002)
• HDI Membership Levels
• Pink Elephant
• ADHD
• New Kindle
• The God Delusion (Richard Dawkin)
• The Greatest Show on Earth (Richard Dawkin)
• Hooper’s Attention Seeking History
• Pink Elephant
• ITSM New Media Essentials Class (The Class NO ITSM professional should be without)
• Pink Elephant 2011 Conference
• HDI Service Management Conference
• HDI, itSMF and Pink Elephant the Vendor View
• South by SouthWest
• Michael Cote and RedMonk
• Rob England (The ITSkeptic)
• Skeptic CMDB
• Let’s pick on Skep like Ivor Macfarlane
• What Defines a “VENDOR”
• The CMDB Imperative Review book, See Review Here
• The IT Skeptics looks at CMDB
• Power and Responsibility
• Ivanka Menken Defined
• HDI 2011 Conference (March 2011)
• itSMF UK 2010
• ITSMWP Rest of the World Edition Podcast
• BMI
• Ian Clayton
• USMBOK Book
• Pointillism
• Hooper Throws DOWN!!  “GOD” on Twitter
• Scripture Portion of the Show
• Hooper:  John 3:16
• Chris:  Matthew 35-25
• Fizzy Duck Tweets
• Ian Clayton’s Hair
• Farrah Fawcett Hair

ITSM Weekly the Podcast (Week33) - Guest Speaker: Kevin More

In my last blog post I spoke about the human element of actions.  This becomes ever so much more prevalent when your corporation works with deviations from societal norms.  In my life I have worked for almost every type of corporation, marketing, sales, insurance, finance, hospitals, snack goods, education, engineering...  There is a few I haven't worked in by choice, but not many.  The actions of showing up at a desk, walking into a meeting, presenting a topic, evaluating a report, have all been relatively the same for me.  My strength has been FCAPS Fault, Capacity, Availability, Performance, Security, and Change management.  However, my experience for everyone of those actions has been completely different.  FCAPS management to be truly proactive you must understand the business.  What does that mean?  What do the people in the business do, and how do they do it?  You must observe the culture, understand the patterns.  For instance, my first work assignment in insurance I took the opportunity to evaluate when desks would clear out at the end of the day.  I noticed typically around 4pm employees were heading out and by 5pm it was fairly empty.  So before ever running my first system utilization report, I already head the suspicion that between 2-4pm the system was at high-load.  Lifestyle was a cultural element, and sports moms' and dads wanted to be home for 6pm practice. When evaluating network and system traffic, I was spot on. 2-4pm heavy usage.  So I then took that data and evaluated the load testing strategy.  Just as you would have suspected, a ramp load to an avg steady stay for 6 hours and then down again.  In other words, the simulation was emulating traffic and load based on a work-day schedule, not a cultural behavior or pattern.  So what am I getting at?   KNOW YOUR BUSINESS.

This week our special guest is a colleague of mine from Boston SIM, Kevin More.  Kevin is a very impressive proffesional, not just cause he is technical, a savvy business person, or has an iPad.  (Though I am jealous of his iPad).  It's because he knows his business.  He understands what his culture does, how they perform actions, and even more importantly WHY they do it.  Listen in as Kevin More, CIO of May Institute, discusses the delivery of IT services for an organization dedicated behavioral health and development of children and adults with brain dysfunctions and autism.

Enjoy this weeks episode with our special guest Kevin More.


ITSM Weekly The Podcast (Episode 33) from ServiceSphere on Vimeo.

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

AUTISM, iPADs and SIM-FUSION!

What happens when a CIO, a Service Desk Manager and an Industry Junkie Chat Weekly?!

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

Special Guest:  Kevin More

Submit Questions:  Anonymously or Email or Call In: (765) 236-6383 or Twitter Questions/Comments #ITSMWP

• Christory
• HDI Speaking Tour
• itSMF Fusion 2010
• Executive itSMF Fusion 2010
• Glenn O’Donnell
• Ivanka Menken
• Kevin More
• May Institute
• Autism
• ABA
• Autism in the US military
• iPads discussion
• iPads in use from clinician 
• SIM
• CIO Roundtables
• HDI
• itSMF
• Focus groups more value than social media
• SIMPosium

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

Thanks again to our sponsor   Cherwell Software  Higher Education and ITSM 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?!

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

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

Sponsor:  Cherwell Software 

Sponsor Special: Higher Education and ITSM Software

Episode 32 Topics:

• American Medical Systems Support
• Dr. Pam Carter’s Podcast
• Jay Stuart Sends Free Pass to Pam Carter to Fusion10
• Cherwell Software
• Phil Neufeld
• CBAT
• Former FrontRange Solution Leaders
• Fresno State
• Deskside Support Best Practices
• Pat Bolger Hornbill Software
• Ease of Use vs. Ease of Usage
• Cherwell Asset Discovery Tool PDF
• HEAT Service and Support
• True Differentiators in ITSM Solutions
• The Future of ITSM Tools
• Human ERP
• Fristory
• Platform for Service
• iCherwell Mobile Application
• WAP
• Client side Business Rules
• Cherwell Software “Community”
• Matt Neigh’s Blog
• Matt Neigh’s Twitter
• Tungle.me (Calendar of the Future)
• Pull Media vs. Push Media for Service Management
• SIM
• SIM and itSMF Special (50% off for members contact HOOP!)
• itSMF Executive Forum
• Cherwell Software at Fusion10
• itSMF Social Training, UGH!
• CSU Travel Restriction
• Higher Education Podcast Series Episode 28-32

ITSM Weekly the Podcast (Week23) -Women in Tech Series Guest Speaker: Lisa Rowe & Neil Thomas

There is no doubt that IT has been a male dominitated industry.  This month we focus our attention on females who have made a real impact to the IT industry, both through their place within volunteer organizations, as well as within the corporate scene.

To kick off the series we have invited Lisa Rowe on our show.  You'll love Lisa's frank discussion of the "gender debate", and take away some great tips about career development.

Our other special guest is Neil Thomas, who will be heading up the ITSM Weekly the Podcast UK version.

Great show notes are here as always: Plus links to our sponsor of the Women in Technology series Hornbill
http://www.servicesphere.com/blog/2010/7/12/itsm-weekly-the-podcast-week-23.html


ITSM Weekly The Podcast (Week 23) from ServiceSphere on Vimeo.

Show Hosts:
Christopher Dancy
Matt Beran
Matthew Hooper

Submit Questions:  Anonymously or Email or Call In: (765) 236-6383

Week 23 Topics:  

• Martha’s Vineyard
• itSMF USA, Connect Learn Grow Podcast
• Sustainability SIG
• 100 degrees Celsius
• Jeffrey Brooks (I was asked just to randomly insert this)
• Estrogen
• Women in Technology
• SIM Women
• Are American Less Evolved “Professionally” than Europeans
• BJ (Baby Jesus)
• Women's Suffrage
• Woman in the Workforce
• Beran’s Women
• Allan Pease and Allan Pease at Pink Elephant 2010
• Johnny Weir
• Steven Mann
• ITSM Weekly UK
• EMEA
• Hooper and Colleague Driving
• Lisa on Twitter
• Neil Twitter
• The Ego Tweet Profile
• Service Desk Managers from Antarctica
• South American Help desk
• Benjamin Button
• Leadership Tweets
• Brokeback ITSM (Levels of Man Crush)
• Rhettfulence The Tweet
• ITSM Tool Vendors and Marketing Spin
• Rhett Glauser of Service-Now
• ITMM IT Marketing Management
• HP’s 48 Upper Social Network
• ITSM Vendors (Training, Software, Consulting) (RT’s of QUALITY from ITSM)
• ITSM Vendors (Training, Software, Consulting) (SPAM and CONTENT)
• Good Vendors ITSM Vendors on Twitter-
• Cherwell Software
• Numara Software
• Who’s your DADDY!
• ICCM Solutions
• VIVIT HP Community
• The Digital Fuel Twitter
• NSFW VIDEO (iPhone 4 Video)
• HDI Presentation on NEW MEDIA Marketing
• Service-Now Facebook
• The Future of your Desktop (Future-vision from ServiceSphere)
• KCS (Knowledge-Centered Support)

ITSM Weekly the Podcast (Week21) - Guest Speaker: Stevie Chambers & Ken Gonzalez

The Bad Taste of ITIL

In this weeks episode we talk to some who have tried ITIL, but frankly didn't like the taste.  ITIL to them lacked the ability to bring the outcome they desired.  To Stevie Chambers, ITIL doesn't go deep enough into the technology infrastructure, thus practioners are left to guess or "make-up" best practices for managing their environments, read more on his blog ViewYonder.com.  For Ken Gonzalez ITIL doesn't go wide enough into the enterprise, leaving the starting points of business interaction to chance, Ken's blog can be found on EngagedConsulting.com . 

These are not uncommon feelings and expressions in the ITSM community.  

Enjoy listening and learning on this topic to get some great perspectives. 

Show notes are here at the source of all that is ITSM site on the web:

http://www.servicesphere.com/blog/2010/6/28/itsm-weekly-the-podcast-week-21.html

ITSM Weekly The Podcast (Week 21) from ServiceSphere on Vimeo.

Show Hosts:
Christopher Dancy
Matt Beran
Matthew Hooper .

Week 21 Topics:  Episode 3231 

• Steve Chambers Blog
• Engaged Consulting
• Service Management Society
• Stevie and the Sith
• Stevie explains his views on ITIL
• USMBOK
• Ken Gives His View on COMMERICAL frameworks
• Rodrigo Flores of New Scale
• Developers and Project Managers have Process Manager Love Children
• America; The NEW outsourced service desk for the rest of the world
• Ken brings the REAL world to the podcast
• Ian Clayton
• VDI
• Steve Chambers and The BLOG INCIDENT
• J Michel Metz Chicken Little Blog
• Soylent Green
• Streisand Effect
• Stevie Chambers Photo
• Thought Leadership BS
• Free Webinar/ Complimentary Webinar
• Vampires, ITIL Zombies, Social Media
• David Ratcliffe Pocast
• Certification vs Accreditation
• America Home of the Self-Generated Work
• Five 9’s

ITSM Weekly the Podcast (Week19) Guest: Robert Stroud

Very exciting week for me on ITSM Weekly the Podcast, our special guest was Robert Stroud.

In 2007 when I was working for a CA partner I had the opportunity to meet an individual that really impressed me with his vision of the ITSM market.  I've since seen Robert speak several times and had a chance to have a conversation over lunch at the 2009 ITSMF Academic summit.  He has a great passion for the industry, and does  lot for the community through the membership organizations.
He is also one that has crossed over from technology to marketing, which is my own personal career path.
Please enjoy as I did this weeks podcast with Robert and definitely check out the show notes from ServiceSpehere:
http://www.servicesphere.com/blog/2010/6/13/itsm-weekly-the-podcast-week-19.html

ITSM Weekly The Podcast (Week 19) from ServiceSphere on Vimeo.


Show Hosts:
Christopher Dancy
Matt Beran
Matthew Hooper .

• Chris misses the Stephen Mann Podcast
• The WRONG Robert Stroud
• ISACA board meeting
•  itSMF Finland
• Carbon Footprint
• Amityville, NY
• CA Technologies
• Bill Banks, FRITS
• Combine frameworks
• Do we have the time to sort our “IT” selves out
• Maturity Levels
• Al-Anon
• Lynn Lawton
• Transparency ITSM and organizational (The Video) (The Lynn Lawton Video)
• Cloud, SaaS, what’s the differences
• Yom Kippur
• BMC Whitepaper on Security
• Rhett Glauser
• Risk IT based on Cobit
• NIST definition on Cloud
• Hubris (Just learn English)
• Gartner IT Infrastructure, Operations & Management Summit
• Beran owns the future
• Robert Stroud’s Open Invitation