Showing posts with label Service Desk. Show all posts
Showing posts with label Service Desk. Show all posts

Tuesday, September 21, 2010

ITSM Weekly the Podcast (Week28) -Higher Ed Series Guest Speaker:Mark Fitzgerald

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.
Special Guest :  - Mark Fitzgerald
Series:  ITSM and Higher Education
Submit Questions:  Anonymously or Email or Call In: (765) 236-6383 or Twitter Questions/Comments #ITSMWP
Week 28 Topics:
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Thursday, July 29, 2010

ITSM Weekly the Podcast (Week24) -Women in Tech Series Guest: Sophie Klossner

Continuing our series of Women in Tech, we are excited to have Sophie Klossner on our show this week.  An active and leading member of HDI since 1992.  Sophie has seen the IT profession develop from multiple angles, and gives us a great perspective on it's current state.
It seems to me that the world is getting more competitive.  Because of this I think we are seeing a more drastic reaction to events.  In other words, when things are good, they are great, however, when things are not good, they are horrible.  The reality of it all is things are rarely "Great" and rarely "Horrible" and we tend to get caught up in cycles.   This weeks' podcast touches on a real situation where Cloud Computing takes an impact.  We all know it happens, and that it will happen.  Yet we also know the the market cannot sustain a reputation hit this early in it's development.  Enjoy the discussion that ensues when Beran send "The Tweet".

I'd like to thank our sponsor Hornbill again for hosting this series.
Show notes are here:
http://www.servicesphere.com/blog/2010/7/18/itsm-weekly-the-podcast-week-24.html


ITSM Weekly The Podcast (Week 24) from ServiceSphere on Vimeo.

Show Hosts:
Christopher Dancy
Matt Beran
Matthew Hooper


Submit Questions:  Anonymously or Email or Call In: (765) 236-6383
Sponsor:  Hornbill Software
Sponsor Special:  You Choose!!
NOTE:  There were audio issues with some of this recording.  We apologize in advance!
Week 24 Topics:  
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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:  
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Tuesday, June 1, 2010

ITSM Weekly the Podcast (Week17) Guest: Chuck Tomasi

Special Guest:  Chuck Tomasi

A 30 year veteran of managing IT departments, teams and projects.  Chuck was the winner of the Service-Now.com innovation of the year award for his improvements in customer satisfaction.  As the manager for a Service Desk that supported over 7,500 users for a $1.8 Billion electronics company, Chuck brings some great experiences to this podcast.

He is also a seasoned podcaster, having literally written a book on the subject.

Show Notes: http://www.servicesphere.com/blog/2010/5/30/itsm-weekly-the-podcast-week-17.html


ITSM Weekly The Podcast (Week 17) from ServiceSphere on Vimeo.

Show Hosts:
Christopher Dancy
Matt Beran
Matthew Hooper .

Chuck has nearly 30 years of IT experience ranging from break/fix to IT management. In his most recent role he re-insourced and managed the service desk for a $1.8 billion electronics manufacturing company with 7500 users world wide. In six months he did everything from process evaluation to staffing to tool selection on time and on budget. During his two years Global IT Service Desk Manager, Chuck came up with several innovative solutions to help drive more services to the Service Desk including a multi-location reservation system for laptops, cell phones, and other assets that won him the first Innovation of the Year Award at Service-now.com's Knowledge '10 conference in April. After 22 years at the company Chuck was let go due to an IT re-org and in less than a month he had a position with Service-now.com. Chuck is also the host and producer of several podcasts available at chuckchat.com where he has interviewed names like Adam Savage from Mythbusters, Dr. Robert Ballard (the discoverer of theTitanic), and Theoretical Physicist Dr. Michio Kaku. He is the author of Podcasting for Dummies 2nd Ed. and Sam's Teach Yourself WordPress in 10 Minutes. Chuck volunteers his time as the President of the Titletown HDI chapter and organizer of the Fox Cities Managers group, a local group dedicated to leadership improvement through professional collaboration.
Week 17 Topics: Episode 1842 (well episode 17) 
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    ITSM Weekly the Podcast (Week16) Guest: Chris Dancy

    This week our host with the most returns, Chris Dancy.

    Chris Dancy is the leading media interface for IT Service Management.  His quick wit, humor and deep knowledge of the industry combine to make the ITSM Weekly Podcast a great success.  The last 2 episodes Chris was on vacation, but he is back renewed with energy and ready to bring back his "Shock Jock" to the ITSM industry.

    Show Notes: http://www.servicesphere.com/blog/2010/5/23/itsm-weekly-the-podcast-week-16.html


    ITSM Weekly The Podcast (Week 16) from ServiceSphere on Vimeo.

    Show Hosts:
    Christopher Dancy
    Matt Beran
    Matthew Hooper .



    Week 16 Topics:  Episode 1541 (well episode 16) 
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    Tuesday, August 5, 2008

    Customers - Are they always right?

    So you finally get a chance to look at your customer surveys. Disappointingly after all the coaching and training and process around your service desk, your customers are still complaining.

    What's the deal? you say to yourself. "I thought if we put this Service Management process stuff in place customers would be happy, at least that is what Matt told me. Last time I listen to that idiot."

    While not taking my advice is many times a good thing, it's not that the processes did not work, its that the implementation was not taking into the most important aspect of Service Management. It's Customer Service Management, not Process Service Management. That means that you have to take into consideration the customer's unique circumstances.

    So while Customers are not always "Right", they can be made to feel like they are getting the service they are paying for, by listening to them and acknowledging their intelligence and frustration.

    Too many groups are putting in Incident and Request models that are purely focused on the work flow, not the communication. The customers request or incident needs to be resolved, yes, but they also need to feel like they are getting attention individually. Let me share an example with you.

    Recently I purchased a VHS to DVD copier. Upon making my 3rd or 4th copy successfully the device stopped reading the VHS tapes. It was snowy on the screen but with clear voice. I called tech support, where upon the technician following his trouble-shooting steps told me that I needed to plug in the "Yellow" jack from the back of the device to my television.

    I explained that I was using the Component cables which were Red, Blue and Green and that my TV did not have a "Yellow" Jack to plug into. The technician insisted that the device could not work unless the "Yellow" jack was plugged in. Mind you I had told him several times that I had successfully made copies, and that nothing had changed with my physical connections. Needless to say a horrible experience, and I ended up returning a product that is probably fine because of someone not listening to the customer.

    In a different call to my Internet provider Comcast, I had completely the opposite outcome. After troubleshooting why my connection was not working, I finally called Comcast. Now I know it's been a while since I've got my hands dirty with technology, but I still feel pretty comfortable troubleshooting network issues. Upon plugging my laptop directly into the Cable Modem, I realized that the problem was with their Cable Modem. So I called the Comcast tech support. I explained my situation and the steps I had taken. The Comcast rep told me "Can I put you on hold one moment, you clearly have taken some steps to isolate this and let me see if I can pick up where you left off." Literally within 2 minutes the router was up and running and my Internet was back up. He apologized for the inconvenience and then explained to me that they would add my device to their monitoring solution so that they would be notified again should this happen.

    Now that is Customer Service.

    Next on my hit list of topics: The mother of all Metrics "Service Outage Avoidance" - how this one set of metrics can be the key to your next raise.
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