1. Chance meeting with Gary Case!
    Every Practitioner Radio gets copied, why is that?
    Business Relationship Manager
    SLM = Service Level Management, on ITSMWP ROW Episode 21
    Supplier Management for ITIL, the show
    Do you start by training a business person to learn IT or do you take an IT person and teach them to talk business?
    What types of KPI’s do you put around the job of Business Relationship Manager (the secret is in the sales department)
    Demand Management Podcast
    Service Owner vs. Account Manager vs. Business Relationship Manager

    # vimeo.com/30664401 Uploaded
  2. Show Notes:

    Text Notes:
    Troy’s Thunder Bolt Tip of The Day: The Role of Supplier Manager is to establish and manage relationships with trusted suppliers in such a way that they contribute positively to your overall service goals.

    Show Notes:

    Service Portfolio Management Episode 13
    All 14 Episodes of practitioner Radio
    Supplier Managers and Olympic Hockey
    Brother from another mother
    Just say no to the term “Outsource”!
    Talk to the Hand
    Service Strategy defines this part of the process, as in WHO does this piece of work
    Out-tasking vs. Outsourcing – TASKS inside my value chain
    Service owners, Supplier management group are both groups that make decisions on out-tasking
    The “C” word – Cloud
    What were we out-tasking BEFORE the cloud?
    Service Asset = Part Resource and Capability
    Procurements Job is to beat your supplier to a pulp, but is this good for business?
    Involving our sourcing partners IN the business process model
    Hollywood prenups and the mixed supplier Model
    Does process maturity make a difference when picking a supplier?
    Just because you speak Spanish as a second language doesn’t mean you can make a burrito.
    The difference between bridging suppliers to your systems or BRINGING them INTO the business.
    Where do BRM people get their skills?

    # vimeo.com/29577188 Uploaded
  3. Show Notes:

    Text Notes:
    ITIL 2011e (Changes focused on re-packaging and presentation of information in better ways)
    Service Catalog Book Link: https://www.pinkelephant.com/Products/PinkPUBLICATIONS/PinkBOOKS.htm
    Service Catalog Episode: Link: http://blogs.pinkelephant.com/index.php?/troy/comments/practitioner_radio_episode_7_the_it_service_catalog/
    Service Level Management Episode Link: http://blogs.pinkelephant.com/index.php?/troy/practitioner_radio_episode_3_-_service_level_management_and_slas/
    Service Portfolio and the CMDB
    Service Lifecycle Management (Concept, Requirements, Build, Test, Publish, Run, Retire)
    Demand Management Episode Link: http://blogs.pinkelephant.com/index.php?/troy/comments/practitioner_radio_episode_12_-_demand_management/
    Service Governance Roles (Service Owner, Service Category Owner?)
    The Service Portfolio is the business case for common processes
    The Service Definition Evolution, (Request - Service Catalog - Service Portfolio)
    Service Portfolio and Project Portfolio
    Service Portfolio Inputs (New Markets, Customer Requirements, CSI of Existing Services)
    Adding Complexity without Retiring Legacy
    IT Hoarders (CIO's Nightmare)
    Service Owner understands Service Use
    Client Relationship Manager understands Service Demand
    Project Portfolio and Application Focused versus Service Focused
    Service Oriented Cultural Evolution Link: http://blogs.pinkelephant.com/index.php?/troy/cultural_roadmap_for_itsm_adoption/
    Cloud Services and Service Portfolio Management
    Collections of Portfolios
    Service Portfolio The Picture On the Puzzle Box

    IT like any service provider is responsible for planning and managing their supply based on demand. Demand Management is in part about receiving and influencing demand based on their clients best interests

    # vimeo.com/28871652 Uploaded
  4. Demand Quote: Al Capone: I am like any other man, all I do is supply a demand
    Link: http://en.wikipedia.org/wiki/Al_Capone

    All providers have to manage demand and supply
    Service Desk: Erlang Calculators / Managing Service Desk Demand
    Link: http://www.erlang.com/calculator/erlc/

    Predicted Demand / Non Predicted Demand (History vs Transactional demand)
    Demand Mgmt requires constant monitoring
    Prince2 & PMBOK & Demand
    Links: http://www.prince-officialsite.com/
    Links: http://www.pmi.org/

    Project Management vs Portfolio Management (Service / Project)
    Demand feeds Portfolio Management
    Merger’s & Acquisitions and Demand Management
    The role of Architecture in Demand Management
    The role of Business Relationship Mangers Role and Demand Management
    Demand Management integrations with the Service Life Cycle
    The Service Catalog and Demand Management
    Normalizing Custom Services from SLA’s into the Service Catalog (shaping demand)
    Shaping Demand (Service Desk & Hosting Examples)
    Demand influences through price
    Show Back versus Charge Back (tool for moderating demand)
    Demand Management Tenants: (Receive, understand, predict) & (influence, shape)
    Three Types of SLA’s (Historic, Expected, Psychological)
    Quantified Self – Using Technology to monitor yourself
    Link: http://www.ted.com/talks/gary_wolf_the_quantified_self.html

    Demand Management & 1st line Support
    4 Entry points in ITIL for Demand Management
    Is A Password a Service Request or Incident?
    Link: http://blogs.pinkelephant.com/index.php?/troy/to_record_or_not_to_record_password_resets/

    Thunder Bolt Tip: IT like any service provider is responsible for planning and managing their supply based on demand. Demand Management is in part about receiving and influencing demand based on their clients best interests not their own.

    # vimeo.com/27601540 Uploaded
  5. Show Notes:

    Troy’s Thunder Bolt Tip of The Day: Availability Management is not just a report you run every month to satisfy Sr. Leadership. The report is only one output of a full process in the same way an SLA is the deliverable of Service Level Management

    Show Notes:

    The last episode number 10
    ITIL Implementation Roadmap (Availability Management)
    SLA is the outcome of Service Level Management
    The Availability report is the deliverable of the entire Availability Process
    The product is NOT the means to do something
    Google Dashboard of Availability
    Evolutions vs. Maturation
    Forget the IT can you have availability for Financial Operations?
    System vs. Application availability based on RISK
    Availability is closer to Problem Management
    Earning your ITIL Pins
    Design part of Availability can be done by a SEPARATE GROUP
    TIP 1: Take the Availability report and feed it INTO a problem analysis discussion (MINI BOLT)
    Breakfast with Pink
    The dance of demand management
    The ITIL exorsist
    Reactive vs. Proactive
    What is the ACTUAL day job of a “Service Architect”
    Martin Erb is Pink’s Service Architect on Twitter
    White Collar vs. Blue Collar ITIL

    # vimeo.com/25291300 Uploaded

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