1. ITSMROW Podcast Episode 47 Show Notes

    Getting a high score on pinball
    Ian Clayton
    Problem management webinar on Brightalk
    itSMF Problem Management event at Chelsea Football Club
    USMBOK Foundation Course
    CAPA Guidelines
    James was presenting at the problem management webinar
    Pearls of wisdom
    • Too much emphasis on the workflow in problem management
    • Problem managers shouldn’t come up with solutions
    • There rarely is a root cause of a problem
    • Adam and Eve are the root cause of everything
    • Problem Management is an opportunity to spend a penny to save a pound
    • The ‘Service’ in CSI is a distraction – Put the focus on Continuous Improvement
    • Correct, Prevent, Adapt, Perfect
    • Find things that are going wrong and make them go away

    LeadIT12 itSMF Australia
    Chris Dancy was on form (video)
    Ignite session – 20 slides in 5 mins
    Karen Ferris – Balanced Diversity (video)
    Rob England (video)
    #LeadIT Twitter Stream

    The Outside-In view
    • Press pause on ITSM and go chat with the customer
    • ITSM’ers are doing it for themselves with Outside-In and LEAN
    • Award winning IT groups are talking to their customers
    Most of us KNOW…better than we do. Our goal is to DO better…what we know!

    itSMF international – let’s work together
    How James does the podcast recordings - smoking jacket with port and cigar (video)

    Northampton University ITSM MSc course
    Barclay’s Service Desk Inspector
    Hornbill funding Ian’s USMBOK classes
    • Implementing frameworks improves things for IT, but not for our customers
    • We need a better Customer Engagement Strategy
    Let’s make IT happen (video)
    • Vendors need to take the position of trusted advisor
    • There is an appetite for getting engaged with customers
    Lockheed Martin is engaging with USMBOK

    A day in glass 2 (video)
    The customer is going beyond bringing your own device
    A magazine is an iPad that doesn’t work (video)
    They are teaching programming to 5 year olds
    Will SaaS make a difference to vendor and customer relationships?
    Hornbill’s 90% customer retention rate
    SDI Software Showcase
    • List your issues in RFPs, not a series of ITIL processes
    • Vendors need to ask more questions about what’s wrong?
    Zendesk for IT

    Next Episode – October 2012

    # vimeo.com/53512298 Uploaded 29 Plays / / 0 Comments Watch in Couch Mode
  2. The ITSMROWP crew reviews the upcoming ITSM12 show, which starts on Monday 5th November.

    Show notes to follow.

    # vimeo.com/52617786 Uploaded 17 Plays / / 0 Comments Watch in Couch Mode
  3. Getting a high score on pinball
    Ian Clayton
    Problem management webinar on Brightalk
    itSMF Problem Management event at Chelsea Football Club
    USMBOK Foundation Course
    CAPA Guidelines
    James was presenting at the problem management webinar
    Pearls of wisdom
    • Too much emphasis on the workflow in problem management
    • Problem managers shouldn’t come up with solutions
    • There rarely is a root cause of a problem
    • Adam and Eve are the root cause of everything
    • Problem Management is an opportunity to spend a penny to save a pound
    • The ‘Service’ in CSI is a distraction – Put the focus on Continuous Improvement
    • Correct, Prevent, Adapt, Perfect
    • Find things that are going wrong and make them go away

    LeadIT12 itSMF Australia
    Chris Dancy was on form (video)
    Ignite session – 20 slides in 5 mins
    Karen Ferris – Balanced Diversity (video)
    Rob England (video)
    #LeadIT Twitter Stream

    The Outside-In view
    • Press pause on ITSM and go chat with the customer
    • ITSM’ers are doing it for themselves with Outside-In and LEAN
    • Award winning IT groups are talking to their customers
    Most of us KNOW…better than we do. Our goal is to DO better…what we know!

    itSMF international – let’s work together
    How James does the podcast recordings - smoking jacket with port and cigar (video)

    Northampton University ITSM MSc course
    Barclay’s Service Desk Inspector
    Hornbill funding Ian’s USMBOK classes
    • Implementing frameworks improves things for IT, but not for our customers
    • We need a better Customer Engagement Strategy
    Let’s make IT happen (video)
    • Vendors need to take the position of trusted advisor
    • There is an appetite for getting engaged with customers
    Lockheed Martin is engaging with USMBOK

    A day in glass 2 (video)
    The customer is going beyond bringing your own device
    A magazine is an iPad that doesn’t work (video)
    They are teaching programming to 5 year olds
    Will SaaS make a difference to vendor and customer relationships?
    Hornbill’s 90% customer retention rate
    SDI Software Showcase
    • List your issues in RFPs, not a series of ITIL processes
    • Vendors need to ask more questions about what’s wrong?
    Zendesk for IT

    Next Episode – October 2012

    # vimeo.com/51291731 Uploaded 43 Plays / / 0 Comments Watch in Couch Mode
  4. The University of Northampton
    ITSM Conference
    We’re missing Matchett, Rae & Mann
    Sandra Whittleston
    Rachel Curtis – MSc ITSM
    Wayne Freeman – MSc ITSM

    Ben Clacy – The future of ITSM (video – especially for Australians)
    Matthew Burrows – priSM and SFIA
    Mentoring in ITSM education
    BCS mentoring IT professionals
    Msc ITSM at the University of Bolton
    Men don’t like role-play

    Higher education statistics agency
    eSkills use the figures

    Distance learning for ITSM
    ITIL Expert doesn’t mean you’re an expert
    Reading the Service Strategy book

    Rachel’s dissertation – Does introducing ITIL v3 in a global organization naturally bring process maturity?
    Don’t use Patrick’s papers for reference
    Wayne’s dissertation – The linkages between customer satisfaction and ITIL knowledge
    BACK2ITSM on Facebook
    Ivor Macfarlane
    The IT Skeptic - Rob England
    Servicesphere - Chris Dancy
    There are very few doctors in ITSM (video)

    How to get on the ITIL Master’s course
    Experience can lead you to a Master’s qualification
    The University of Northampton Dissertation Policy (PDF Download)
    Masquerading as a doctor

    Next Episode – September 2012

    # vimeo.com/51290687 Uploaded 1 Play / / 0 Comments Watch in Couch Mode
  5. Enterprise 2.0

    What happens at the Top of the world related to IT Service Management.

    Top of the world edition (TOW) September 2012

    HOSTS Episode 4: Daniel Billing, Aale Roos, Harry Repo, Michael Imhoff Nielsen

    Guest: Oscar Berg

    we are searching for a additional crew member representing Norway. Interested ? email: ITSMTOW@gmail.com - twitter: #ITSMTOW

    News_________________

    *Harrys main news - don't eat the fish in the Molndal river
    *ITSMF DK is coming up 26-27:th September - ITSM TOW will be recording
    *800 reads on Aales report on ITSM tool - seems to be a huge interest
    *Company that have Selfservice and Knowledge in tool is the most satisfied
    *Gartner magic quadrant
    *ITSMF SE - 22nd October - lots of international guests
    *2.0 - we are in a major shifts
    Main Topic_________________

    People have better devices at home and want to bring them to work. Will increase productivity.
    User-centric thinking in the enterprise

    Let changes take time, people need to time to adapt and use new technology.

    Dodge the silver bullet. It's not about the tools. it's not another storage of document
    It's about People interaction. sharing content and creating collaboration

    Wordpress and Flowdock use their own tool.
    Recognition is everyone

    ITSM pundits on the ITSMreview.
    Tobias Nybergs stepping out of the shadows

    Reputation measurement is tricky. Some tool exist like Klout, Peer index
    We need to reflect on how we work and find more efficient ways to work.

    Closing_________________

    People start thinking and get out of your safetyzone. Challenge yourself to do things better.
    Next recording will be done start of October - Stay tuned

    # vimeo.com/49665380 Uploaded 19 Plays / / 0 Comments Watch in Couch Mode

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