Show Notes:
servicesphere.com/blog/2010/8/15/itsm-weekly-the-podcast-week-28.html

Students, Fire and the Perfect ITSM Storm

Your Hosts: Chris Dancy and Matthew Hooper (twitter #ITSMWP)

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

Sponsor: Cherwell Software

Sponsor Special: Higher Education and ITSM Software

Week 28 Topics:

* Beran-less
* VOTE FOR MARK FITZGERALD (you will by the end of the podcast)
* Who is Mark Fitzgerald
* Boise State University
* Help Desk vs Service Desk
* HDI Higher Education Forum
* Brand Equity (vs ITIL terminology)
* HDI Conferences
* What do you support on a help desk vs. what do GENERATIONS expect you to support.
* Maybe your customers don’t want to talk to you
* What generation is what…..
* Different Service Catalog for different audience (BLASPHEMY)
* Internal vs. External Service Desk….REALLY?
* Does Higher Education have a responsibility to TEACH IT consumers how to behave?
* Are business’s today missing the boat? (The PERFECT ITSM Storm)
* Keeping your HEAD above water vs Business and IT Alignment
* Who are the podcast customers? Defining a customer
* Rob England’s New Book, Basic Service Management
* Silence is COMMUNICATION
* Selling the communication of changing services
* Marketing Communication vs. SPIN
* Marketing Technique “Laddering”
* CIO out stumping, shaking hands and kissing babies
* CIO’s Command and Control vs. Consensus
* Real Life is much different than IT Decision making
* The Perfect Storm in IT is here
* Chris’s Dead Mom has a feature spot on the show
* Consumers today aren’t smarter, they just are fearless
* Up sizing social media folks
* Help Desk as an Entry Level? Hmmm
* Experiential Learning
* Abilene Christian University
* Homogeneous
* Ego and Pride
* G2G3 Simulation
* Pain vs. Reward Learning
* The Road Less Traveled
* I can’t show you how to use matches until I show you the power of fire.
* Boise Help Desk Site
* Mark Fitzgerald Contact