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Podcast: Helsinki to Las Vegas in the service revolution

I was lucky enough to speak to Chris Pope, senior director of strategy at ServiceNow, ahead of Knowledge 16, ServiceNow ’s flagship event in Las Vegas. Chris talked about the future of ITSM, the ten-year anniversary of the Knowledge Conference and the importance of celebrating new customers with cake! You can listen to the podcast on SoundCloud: Are you planning to go to Knowledge 16? Let us know... 

Podcast Episode 11 – Structured Problem Analysis

In Episode 11 of The ITSM Review podcast Rebecca Beach discusses structured problem analysis and problem solving methodologies with guests Simon Morris and Tobias Nyberg. Topics include: Strategic activity Kepner Tregoe Slack time and overload Bias/challenging assumptions Maturity barriers Playing the blame game Sex, drugs and rock-n-roll Books mentioned and further reading/information: The New... 

Podcast Episode 10 – Self Service & Automation

In Episode 10 of the podcast Barclay Rae discusses the Self Service and automation with Simon Kent, Chief Innovation Officer at Sollertis Limited, Doug Tedder, ITSM Consultant at Tedder Consulting LLC  and Eddie Vidal, Manager of the UMIT Service Desk at the University of Miami. Topics include: What is self service? The disconnect between domestic self service and ITSM self service Self service... 

Podcast Episode 9 – SLM & the Currency of Business

In Episode 9 of the podcast, SLM and the Currency of Business, Barclay Rae and myself discuss Service Level Management with Clive Davey, IT Service Level Manager at a leading financial institution in the UK. Topics include: Business currency Cost versus value Collaboration Real business risk and impact ‘We the business’ View all our podcasts on SoundCloud or iTunes. Image Credit userMore Posts... 

Podcast Episode 8: ITSM Outside IT

ITSM Review Podcast Episode 8: ITSM Outside IT – Enterprise Service Management In this episode Barclay Rae, Shane Carlson from Fruition Partners and Martin Thompson discuss using ITSM principles and technology outside the IT department – known as Enterprise Service Management. Topics include: Shane reports that 3/10 new Fruition projects are outside the IT department HR is a leading area... 

Crossover Podcast: Episode 7 – ITSM versus ITAM

Episode 7 is the first in a series of crossover podcasts between The ITSM Review and The ITAM Review. Co-hosted by analysts Rebecca Beach and David Foxen, ITSM versus ITAM includes guests from each side of the divide: Rory Canavan (SAM Charter) Vawns Murphy Guest (Virgin Media) Agenda: Why are ITSM and ITAM so separate? Why Asset Management is so important to ITSM ITSM Solutions…Do they really... 

Podcast Episode 6 – ITIL Manifesto

In this episode regular host Barclay Rae talks to Rob Spencer regarding the ITIL Manifesto initiative. A community effort at articulating the core business values into bite-size chunks, an elevator pitch for ITIL. Links Rob Spencer, itSMF UK Transition SIG Vice-Chair, @ChangeRelease #ITILmanifesto Interview with Rob Spencer (German) “Nutzer sind trotz ITIL unzufrieden – ITIL Projekte scheitern.... 

Podcast Episode 5: SDI Winners "Less about IT and more about Service"

Thanks to our friends at SysAid for sponsoring this podcast. Episode 5 of the ITSM Review podcast hosted by Barclay Rae and Rebecca Beach. Guests: Karen Taylor, Service Delivery, CoSocius [Winner: Best Large Service Desk] Kirsty Watson, Service Manager, O2 UK [Winner: SDI 5 Star Accreditation] Sarah Lahav, CEO, SysAid Technologies [Winner: Best Vendor Customer Service Award] Agenda This podcast... 

Podcast Episode 4: Tribal Knowledge with Earl Begley

Thanks to our friends at ManageEngine for sponsoring this podcast. Episode 4 of the ITSM Review podcast hosted by Barclay Rae. Guests: Early Begley, Total Quality Manager, University of Kentucky (Earl’s posts on The ITSM Review , Earl on LinkedIn) Martin Thompson, ITSM Review Agenda “50 Completely Unexplainable Stock Photos No One Will Ever Use” Axelos: Promote short sprints for... 

Podcast Episode 3: Live from the Service Desk and IT Support Show (SITS)

SITS14 contributor of the year and podcast host Barclay Rae (right) with SITS event manager Laura Venables. Episode 3 of the ITSM Review Podcast. Hosted by SITS14 contributor of the year Barclay Rae (Congrats Barclay!). Podcast guests include a “Fruit salad” of ITSM folks: James Finister (TCS) Melanie Karunaratne (LANDESK) Stuart McGregor (BOMGAR) Toby Moore (ServiceDesk360, SITS) Suresh... 

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