Show Notes: servicesphere.com/blog/2010/10/11/itsm-weekly-the-podcast-episode-36.html

SIM CIO Roundtable (Boston)
RedMonk Podcast
LinoIT (The ITSM ITIL Wall of Death)
Join.me
Free ITSM Tool (OTRS)
App Economy
Bearonvision Summons Ian Clayton
USMBOK History
OGC ITIL version number Fear (see page 6-7) > Know your customer
Walmart Customers > Own your brand
Customer Experience Management
TSA Junk Scanner
Thunder Cats
MIS Hooper if you’re NASTY
Pink 11 Conference Radical Elements
itSMF USA History and Founding
An Officer and a Gentleman
ITIL not the enemy
Nicholas Carr “IT Doesn’t Matter”
Viagra for ITSM
George Westerman defines customer
JUST LISTEN FOR THE NEXT FEW, TURN OFF EVERYTHING AND LISTEN
Service Transition (ITIL Book)
USMBOK
Incident is UNDER a service request, NOT at the same level (Inside out thinking)
311 Service Center
Dead Animals and Service Request
“Getting it in place is MORE important than getting it PERFECT first” – Matt Beran (Baby JC Wisdom #BJCW
Why would IT want to make things worse than they are?
Service Nursing, from Real ITSM
Build for Micro Single Purpose Apps (This is a recurring theme on podcast 26-31)
Select, Select, Submit
Google Search for Torch (Torch vs Flashlight)
To understand ITIL vs understand Service You need this
Sticky Website (we need Sticky Service Management)
Is it DNA that controls IT Self Service Usage?
Evolving to be self-center as IT professionals
The AxeMakers Gift
The Power of Prayer
Does Amazon do great customer service or did they condition you to their SERVICE MODEL?
Specialtys
Can you be an IT person and never focus on IT again (Bringing Service BACK, Brining Human BACK)
Where are the Metrics in Customer Centric vs IT centric management
We are the World (Show the experience and the pain)
No Beran didn’t send the Link (Service Fail)