1. Notes with links: http://www.servicesphere.com/blog/2013/10/29/the-value-of-training-itsmap-episode-39.html

    Show notes:
    Month in Review
    Lots of news and noise from Fusion13 in Nashville.

    Karen invited to participate in Pink Think Tank at PINK14 in Las Vegas Feb 2014 along with names like Rob England, Troy DuMoulin, Charles Betz, David Cannon, Charles Araujo, James Finister and Rodrigo Flores. Jack Probst will facilitate what will be an interesting day discussing where ITIL and ITSM is heading!

    Simone balancing work and personal life and had a chance to do more reading. Encourages people to look at Back2ITSM on Facebook and Google+. Simone participated in the inaugral itSMF UK Twitterchat, which was chaired by Kathryn Howard of itSMF NSW. Well done to itSMF Australia for leading the way on this use of social media channels.

    Tristan working hard on itSMF NZ conference planning and call for papers is out. Tristan was at the international AGM and CLC in Taipei. Some incredibly passionate people out there (internationally).

    Value in Training for ITSM?

    Team discuss the value proposition for ITSM training for both the organisation and the individual.

    Comparison of the structure of ITIL V2 training and ITIL V3 training.

    Debate the benefits of classroom versus online training.

    The timing of training is paramount.

    The advantage of simulations (experiential training).

    The ITSMAP – Episode 18 - with Mark Sutherland of G2G3.

    The ITSMAP – Episode 4 – with Peter Doherty on qualifications and credentials.

    The blog post the team disagrees with and so does the community on Back2ITSM on Facebook. Thanks to Sophie Danby for starting the discussion.

    How to determine the ROI of training.

    Picks of the Month

    Peter Hepworth visiting Australia in December. There will be a ½ day presentation and interactive workshop on 3rd December in Sydney and 4th December in Melbourne. Seats will be limited so watch out for the announcement and book early.

    CIO magazine publishes Gerard Norsa’s article ‘New Approaches to IT Service Management’ reflecting his discussion with two CIOs at the itSMF VIC Q3 seminar.

    Tristan’s pick – Safe Sniffing!

    Booby(s) of the Month

    Vatican misspells Jesus name.

    Save me Jebus


    The team will record Episode 40 on 27 November 2013.

    Suggestions for guests and podcast content to info@macanta.com.au

    # vimeo.com/78059678 Uploaded
  2. notes with links: http://www.servicesphere.com/blog/2013/8/15/axelos-all-areas-itsmap-episode-37.html

    HOSTS: Karen Ferris, Simone Moore, Rob England, Tristan Boot


    Month in Review

    itSMF LEADIT 2013 was an outstanding success. The podcast live from the floor of the itSMF Australia 16th conference can be listened to here.

    Special Guest – Peter Hepworth – CEO Axelos.

    Guest host Michael Billimoria joins Karen, Simone, Tristan and Rob. Michael is a Director on the board of itSMF Australia with the portfolio of Certifications and Qualifications.

    Peter Hepworth is CEO of the Joint Venture – AXELOS – formed to promote the Best Management Practice including ITIL and PRINCE2. Prior to 1st July 2013, Peter was Managing Director, UK and Ireland for Activision Blizzard.

    Peter describes what the joint venture with the Cabinet Office is all about and how Axelos fits in with Capita who initially formed the joint venture.

    Capita purchased G2G3 – how will gamification be leveraged for best practice such as ITIL?

    The team discusses the perception of the joint venture in the ITSM community.

    Rob asks if itSMF continue to provide support through volunteer efforts, how will Axelos support itSMF in return? Also, will ATOs pay more to provide ITIL training?

    Michael asks how does Axelos intend to engage with local ITSM practitioners in different regions, particularly those who are in Asia/Oceania – Through itSMF? Conference attendance? Webinars? Podcasts?

    Is there an expectation of a Services Agreement between Axelos and itSMFi if so, what is the expected scope (at a high level)?

    Simone says there has been a lot of talk by Capita regarding having formal one stop landing page re ITSM formal practice but staying dynamic for the practitioner community and 'not to get boring!' Yes it is commercialisation - but with a focus on duty of care to the industry.

    Is this a conflict of interest in any way - the battle between the dollar & what is delivered to respond to & mature the industry? Why is their one stop better than a 'community of practice' COP?

    Are Capita & JV partners practicing the framework/methods preached? i.e. if a consultant, practitioner or ordinary ITSM Joe walked in to Capita environment, would we see 'best practice’? It maybe not perfect but would it at least with the right activity & mechanism in place to continue the maturity focus?

    The impact on ATOs and examination institutes.

    The best way for people to keep up to date with what is happening at Axelos.

    The outputs from the recent 3 day workshop.

    How Axelos plans to engage with the global ITSM community.

    Picks of the Month

    itSMF LEADIT 2013

    Booby(s) of the Month

    Virgin ticketing system crash. Failure of Sabre reservation system.


    The team will record the Episode 38 on 25th September 2013.

    Suggestions for guests and podcast content to info@macanta.com.au

    # vimeo.com/72642647 Uploaded
  3. Notes with links: http://www.servicesphere.com/blog/2013/8/13/live-from-itsmf-australia-leadit-2013-itsmap-episode-36.html

    Karen, Simone and Rob talk to delegates at the itSMF Australia LEADIT 2013 conference about their experiences and highlights.

    Gerard Norsa interviewed Rob and Karen following their keynote presentations.


    The team will record the Episode 37 on 15th August 2013 with special guest Peter Hepworth, CEO of Axelos.

    Suggestions for guests and podcast content to info@macanta.com.au

    # vimeo.com/72259264 Uploaded
  4. HOSTS: Simone Moore, Rob England

    Special guest – Aprill Allen


    Month in Review

    · Simone takes the host role while Karen away this episode & special guest crew filling in for Tristan (bacon & all).

    · Capita Joint Venture gets named Axelos or should it be ‘Sir Axelot’ joining Rob’s ITIL Castle! Read more here

    · We’re all looking forward to seeing the results of the recent Axelos workshop – even Pengi made an appearance – check out who couldn’t resist a cuddle.

    · Rob believes the Asiana crash in San Francisco and other air crashes can teach us much about Root Cause Analysis – agree with that one!

    · Citrix published a free booklet of Rob’s articles on Sensible Service Management

    · Rob wondering where all the Chinese ITSM experts are in light of their biggest infrastructure build in history.

    · Simone in a peak period of training and consulting – a repeating pattern for the closing and opening of Financial Year period.

    · itSMFA & HDAA LeadIT conference only days away! Great registration deals still to be had through both these industry bodies.

    · IT gets a more positive look in at KM Australia 2013 Congress – fabulous presentation by Ezypay CTO, James King about their challenges, successes and lessons learned in sharing knowledge across IT. You can catch what happened on Storify here.

    · Aprill gearing up for launching some ITSM Marketing material balanced out with KM Congress activities.

    Whistling Dixie!

    Rob declines to give a rendition but kicks off the conversation around the unrealistic rosy fantasising of the world of whistle blowing and what that means to ITSM.

    · Are they Heroes, traitors, Whistle-Blowers or Spies?

    · Ed Snowden activity raises questions about the battle between company and personal ethics. Other examples include Zimmerman. More Snowden news here.

    · Rob’s older articles on Big Uncle vs. Big Brother still resonate. More here.

    · We get the government we deserve and an Orwellian one only rises up when the people let it.

    · Privacy rendered impossible by the "global village" so whether we should have it or not is academic.

    · Aprill shares her take about being hunted down. We no longer need the NSA to find us.

    · No secrets anymore! Employee data viewed, understanding who our influencers and nodes in the organisation are and issues of HR using candidates personal Facebook and Twitter IDs as opposed to only the professional skills they bring.

    · Aprill chats about concerns for those operating as the check & balance mechanism - risking their lives and credibility with zero protection. Great example is Russel Crowe’s film, The Insider

    · IT workers at the forefront of how the lack of privacy is used and abused for our protection and we need to search our souls to what we do and don't be a part of.

    · Are the ‘gates’ within IT realistic and allowing our people to be empowered as they need to be. ‘We’re not the inhibitor but the protector’

    · The cultural mind capture

    · “Trust = competency + character” Colonel Nate Allen quote from his work with the enterprise collaboration project for leaders within the US Army.

    · The crew struggles with the balance between personal ethics and various companies for whom you may do work and their personal experiences.

    · The HR and Leadership aspect within ITSM

    · Drawing the line between Trust vs. Law when you used to have access and it’s taken away.

    · The positive use of access gates and levels for IT Staff

    · Tumblr Obama reading your email

    Picks of the Month

    Aprill: Getklever.com Knowledge Centred Support (KCS) assessment and community resources without paying huge consulting dollars.

    · Simone: ITSM: The ITSM XX Perspectives on Google Plus Communities started by Farah Remtulla where a number of IT woman are jumping in and discussing issues about our place in the ITSM world such as: Missing in Action: Women.

    Booby(s) of the Month

    · Simone caught in Virgin Australia Outage causes Chaos; Ticketing Glitch but got to tweet with the Pilot!

    · Rob couldn’t stop tweeting about the earthquakes in New Zealand (After 40 years of quiet there have been 5 mega quakes on the Pacific Plate since 2000)

    · PayPal error: what if they never find how it happened

    @Plexent You guys don't seriously think you can trademark "Service Management Office" do you?

    Rob nearly ‘pukes’ at a recent quote in a vendor brochure – it’s mesmorising!

    Our next podcast is a “Special Interview with Peter Hepworth” accompanied by itSMFA’s Michael Billimoria on 15 August 2013.

    If you have any topic requests or guest recommendations for the crew via email at: info@maca

    # vimeo.com/71506706 Uploaded
  5. Episode 34 Show Notes

    Month in Review
    TFT13 was a resounding success. Amazing statistics collated by Chris Dancy. 76 million impressions following the live streaming. More than Knowledge13! Read all about TFT.

    Breed’s discussion with Chris Dancy reveals many organisations are now trying to get on board with the TFT concept. TFT compared to TED!

    Rob and Chris both presented at SDI and linked into the virtual conference.

    Appointment of Capita Joint Venture CEO Peter Hepworth. Peter joins from Activision Blizzard.

    Peter may be the next podcast guest. Watch this space!

    Finding and Managing Our Talent

    Special guest – Karen Gately

    Karen is a passionate optimist with unwavering belief in the power of the human spirit. An author, speaker, advisor and educator in the fields of human performance and leadership Karen brings a fresh perspective to what it takes to be a successful manager of people. Advocating an approach focused on leveraging both talent and energy Karen shows leaders how to drive performance through inspiring, results-based leadership. Karen is the author of two books: The Corporate Dojo: driving extraordinary results through spirited people and The People Manager’s Toolkit (published by Wiley July 2013). She is a Director at RyanGately.

    In one of the most comprehensive global surveys of corporate directors to date, HBR found that corporate directors identified talent management as their single greatest strategic challenge. Karen shares her thoughts. For many leaders tapping into their talent pool is not a core skill.

    In IT we often promote people out of technical roles into people management roles without them necessarily having the leadership capabilities or being equipped with them.

    A mindset shift is required. Success is not necessarily having people management responsibilities. People can have a major contribution to an organisation without management of people. A fundamental shift is required – there needs to be two career paths – technical guru and people leadership. The former may opt out of the latter. Today they can be forced into a career path with which they are not comfortable.

    There are great examples of trail blazers who recognise that they are not people leaders and engage others to do that. Fred Luddy of ServiceNow is an example where he chose to be CTO rather than CEO.

    We need to determine where we our heading – what is our vision and strategy – and then determine the talent we need to get there. Once we know what talent is needed we can determine if it exists within the organisation already.

    Retention of talent comes down to engagement with the organisation. Having a cultural environment built on a basis of trust and respect is a non-negotiable. People need to grow with the organisation.

    Measure of contribution is how someone contributed to business objectives. Leaders need to join the dots.

    In the survey ‘firing’ and ‘leveraging diversity’ were areas in which organisations failed dismally. Australia and New Zealand scored the lowest!

    It’s easier to restructure rather than fire! Leaders need to step up to the mark and their managers need to provide the support required. Performance management should happen all the time.

    There are born leaders but there are also people in the middle of the spectrum that can be taught to be highly effective. They do need the desire to lead people.

    Beige performance - 50% of the world’s workforce - the’whatever’ workers. How do we get beyond the compliant contribution? How do we get people excited? How do we get beyond beige?

    Karen’s books – The Corporate Dojo and People Manager’s Toolkit.

    Picks of the Month

    Linda King blog – Capita, G2G3 and NewCo – A View From the Inside


    Booby(s) of the Month
    ASIO hacking. Candy Crush!!! Breaking news - Australia has a new Prime Minister!


    The team will record the Episode 35 on 24th July 2013.

    Suggestions for guests and podcast content to info@macanta.com.au

    # vimeo.com/70235546 Uploaded

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