Podcast: Helsinki to Las Vegas in the service revolution

Chris Pope, ServiceNowI 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 in the comments!

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Podcast Episode 11 – Structured Problem Analysis

2808468566_dc22dede4b_zIn 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:

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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 beyond IT
  • Customer experience
  • Keeping up with demand

View all our podcasts on SoundCloud or iTunes.

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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.

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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 for ITSM improvement
  • The IT department needs to be credible before embarking on other areas of the business (Why should I get your help with my critical business processes when it takes you 4 hours to reset a password).

Links mentioned in the podcast and further reading:

ITSM Reader Analytics

ITAM Tools Day

Oracle Seminar

Outside IT Review by Barclay Rae

 

The ITSM Review are holding a series of seminars this year headed by ITSM superstar Barclay Rae. We will be starting in March with Transforming User Experience – Enterprise Service Management & Self Service. For more information click here

 

This podcast was recorded at the end of October 2014.

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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:

Agenda:

  • Why are ITSM and ITAM so separate?
  • Why Asset Management is so important to ITSM
  • ITSM Solutions…Do they really do Asset Management?

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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 and Richard Horton from the itSMF UK Transition SIG will be presenting an overview of the ITIL Manifesto at the itSMF conference, Tuesday 11th November 13.15-14.00.

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

Thanks to our friends at SysAid for sponsoring this podcast.
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:

Agenda

This podcast was recorded live at the SDI Annual Conference. See more details and all the winners here

The three winners discuss the SDI awards and SDI certification process, the business benefits of exceptional service, Forrest Gump (see video below) and the evolution of Service Management careers.

“It is less about IT and more about the service” Kirsty Watson, O2

“There is no operations and the business – you ARE the business” Sarah Lahav, SysAid

“High Five! You Rock!” Rebecca Beach

Thanks to our friends at SysAid for sponsoring this podcast.

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Podcast Episode 5

CoSocius Winning Video

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Podcast Episode 4: Tribal Knowledge with Earl Begley

ManageEngine
Thanks to our friends at ManageEngine for sponsoring this podcast.

Episode 4 of the ITSM Review podcast hosted by Barclay Rae.

Guests:

Agenda

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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.
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:

Agenda:

  • General review of SITS and evolution of the show
  • Evolution of the ITSM market and traction with non-IT departments
  • Bringing younger folk into ITSM, Career Paths
  • Marketing in the ITSM Market, coaching exhibitors
  • The value of in-person networking
  • “The best conference I’ve ever been to”

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