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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Agile, DevOps, ITIL & Buzzword Bingo; BEYOND20 SIXTEEN Podcast

We are pleased to share our very first podcast on the BEYOND20 SIXTEEN conference next month.

 

I spoke to conference rockstars David Crouch and John Gilmore about life, the universe, ITIL, Agile and DevOps!

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David Crouch
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John Gilmore

David’s session is: ‘The pros and cons of adhering to a single best practice framework – tales from the trenches‘ and John’s session is about integrating SDLC, DevOps & ITSM so between the two of them, there was a wealth of experience on the line.

Some of the things we talked about were traditional versus Agile approaches, closed loop models and how ITIL has evolved over time.

 

 

 

You can listen to the podcast on SoundCloud.


 

Who and what would you like to hear on future podcasts? Please get in touch and let us know – Drop us a line, send us a Tweet, leave a comment on this blog post or post ideas on our community forum. Thanks.

 

BEYOND20 SIXTEEN Image Credits

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?

ITAM Review and ITSM Review Feeds

 

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

ITAM Review and ITSM Review Feeds

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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”

ITAM Review and ITSM Review Feeds

Podcast Episode 2: 'Hot tables' at SITS, ITSM Industry News, CSI and Barclay in his onesie?

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

Episode 2 of The ITSM Review Podcast!

Hosted by Barclay Rae and Rebecca Beach.

Special Guest: Stuart Rance from Optimal Service Management

ITSM Industry News

CSI

  • Most problem management is CSI
  • CSI – source of the biggest ROI
  • Metrics for change management, Real meaningful metrics for CSI
  • Stuart Rance – Balanced Scorecard Approach
  • 1. What does it look like for the customer?
  • 2. How well are my internal processes running?
  • 3. What do the finances look like?
  • 4. What am I doing to learn and improve?
  • Taking Service Forward

Our next Podcast is scheduled to be recorded at SITS14.

If you have industry news to share ahead of our next podcast please give me a shout.

Thanks to our friends at ManageEngine for sponsoring this podcast.

ITAM Review and ITSM Review Feeds

Podcast Episode 1: Pink14 and the best moustache in the world

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

We are pleased to lift the lid on our very first podcast!

Recorded at Pink14 in Las Vegas with Barclay Rae and Rebecca Beach with guest Ian Aitchison from LANDESK.

The team discuss Shadow IT, Axelos Announcements, Pink Conference agenda and other industry news (not forgetting the best moustache in the world!)

Listen on SoundCloud here (Itunes feed to follow soon).

Who and what would you like to hear on future podcasts? Please get in touch and let us know – Drop us a line, leave a comment on this blog post or post ideas on our community forum. Thanks.

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