ITSM Weekly the Podcast (Week26) Special Guest: Riitta Raesmaa

One of the areas that plagues CIO's and subsequently IT organizations is the area of contract management.  Even the CIO who is a savvy negotiator will readily admit, once the deal is inked managing the life-cycle of the contract becomes an exercise in file keeping, not vendor management.  This weeks guest on the podcast is Riitta Raesmaa, VP of Marketing and Communications for Sopima.  Like all of our guests she is skilled in ITSM and a major contributor to information sharing, whether through ITSMF or twitter.  She doesn't talk about contracts management on the podcast, but looking at her companies website Sopima got me thinking, this is definitely a topic CIO's could learn a lot more about.
Our last in the series of Women in IT Riitta is great fun, has a huge following on twitter and brings some great insight to the nation of Findland.

Show notes and Links here:  http://www.servicesphere.com/blog/2010/8/1/itsm-weekly-the-podcast-week-26.html  Thanks again to Hornbill for sponsoring this series.

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ITSM Weekly The Podcast (Week 26) from ServiceSphere on Vimeo.

how Hosts:
Christopher Dancy
Matt Beran
Matthew Hooper 
 

Sponsor:  Hornbill Software 

Sponsor Special:  You Choose!! 

Week 26 Topics:

• Sopima
• Riita has MORE followers than ME!
• Sopima  Award
• Riitta Raesmaa
• Helsinki, Finland
• IBM Finland
• Roman Polanski (2^nd appearance)
• itSMF Finland
• Riitta on Twitter
• Cloud Computing Video
• Ritta Cloud vs SaaS
• Hornbill, You Choose
• Beran’s Definition of Cloud
• OSI Model
• Hoop’s Definition of Cloud
• Pizza and Fudge
• National Bird of Finland
• SaaS Washing
• CERN
• Inforonics
• True SaaS People
• Chris Defines Cloud
• Maybe your customers don’t want to Talk to You
• Have we lost the faith in ITSM
• Hooper the Father of Social Media
• What do you call it, Help Desk or Service Desk
• Nordic HDI
• Nordic HDI Event
• The Center of the Universe  
• Cassandra and Mythology
• Riitta’s Links
• Google Reader
• Hoopers Blog
• Maslow’s Hierachy
• Why can’t you Retweet the IT Skeptic
• The few, the proud, the people The IT Skeptic Follows
• Google Wave vs Google Buzz
• TweetDeck REAL TIME Video
• Riitta’s evolution with social media
• The Value of LinkedIn
• Where is Finland, GOD help Chris
• itSMF Norway
• Bjork
• Finnish Music (HIM)
• Thrash Accordion
• Email Marketing, Does it Still Work?
• Trying to Communicate is not communicating
• Don’t Do Finnish!

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 - (Week 2)

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

Your Hosts:  Chris Dancy, Matthew Hooper and Matt Beran

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

For more info check out "http://www.servicesphere.com/blog/2010/2/15/itsm-weekly-the-podcast-week-2.html"  Otherwise enjoy:

ITSM Weekly The Podcast Week 2 from ServiceSphere on Vimeo.
Show Hosts:
Christopher Dancy
Matt Beran
Matthew Hooper .

Service Catalogs are the key to demonstrating Value

What is a Service Catalog? Simply put it is system or documentation that allows people to preview the services they can obtain from you and the expectation they can have of getting those services (time, cost, quality, etc...).
Do we need a Service Catalog? Do you need a resume to get a job? No, but if you want the right job, and want to get paid fairly for the abilities you can bring, and want to set the right expectation, then you will want to have a clearly articulated resume.
Same thing with the IT Service Catalog. If you want the business to appreciate the value IT brings to the organization, and you want to ensure that staff, suppliers, and costs are adequately budgeted for, then you must present to the business your capabilities. The Service Catalog is where you will publish and present what IT will do, and thus what they will not do. At face the business will not necessarily want IT to have this. If you do not currently have an IT Service Catalog, then currently the Business can ask you for whatever they want, and IT has to scramble to either try and justify why they can't do it, or figure it out. If there is no cost allocation in place for IT resources, then in the eye of the Business stake holder IT is a free resource, and we all know what the value of free - zero - free has no value.

Thus to really drive the value of IT services, IT must put in place a definitive "what we do, how we do it, and how much it costs" communication platform. More advanced organizations are using this information to build an on-line IT ordering site where people can order account setups, email boxes, new laptops, PDA's and Blackberries, and other enablement services. These sites will typically hang-off the Service Desk platform so that people can get services ordered without having to interact with a service request person. This can lead to tremendous cost savings and it also leaves the business in more control. So many organizations are finding the business more willing to fund the Service Catalog under the umbrella of Self-Service optimization and cost efficiency.

Next blog: "Is the customer always right?" I'll share some tech support stories to show the difference between a customer focused support person and a person who answers the phone and follows a script.