Your Hosts: Mark Kawasaki Matt Beran
Guest: Farah Remtulla, Consultant, KPMG
Farah: Practitioner turned consultant
Shout out to the IT Skeptic “ITIL end in tears”
Farah moved from Emery to KPMG 6 months ago
Biggest benefit – meeting practitioners in different places and problem solving
One of goals is to make impact in breaking preconceptions about consultants
First couple months learning client’s business
Many are overwhelmed, don’t have training budgets to go explore and use all the resources
Books find most often at clients are Gene Kim’s Visable Ops and Glen O’Donnell
KPMG have series of internal courses, industry based, that they motivate you to take
Consulting firms take note!
Concept Hooper talks about that eventually IT people won’t be provide services as cost effectively as external service providers – is that feasible?
Daniel Pink “A Whole New Mind” – we want to outsource because until we move away from this we don’t have room to get creative / pro-active
Can’t just focus on management part – what creative value can come out of ITSM?
You can lead a horse to water… self-realised is more powerful than being told
Unofficial acronym - KPMG = Keep Pimpin' My Goods!
Value of experiences from Emery? To be reminded how it feels in practitioner’s shoes
Started career young, as ambitious minority female brought challenges but was taught to be humble because whenever you walk into a room there is potential to learn from others - listening is so important
Each age group has different approach
Toby Moore in UK early 20s want to connect and find out why he got into ITSM?
Listeners - not everyone has privilege of knowing what you know – SHARE!
Show notes with links:
Hosts: Mark Kawasaki Matthew Hooper Matt Beran
Hanging out after TFT13
Takes time to consume all 24 presentations! Audio can save time
Saurabh did great job filling in last second and doing two presentations
Shout out to Tessa and Zoe at SDI for the work
New website helped a lot where to find
All three hosts presented at TFT13
Screenshare still needs to be better resolution
Maryville focusing on virtual team work
Sharing video gets point across better but is not the norm yet
Can read body language and pick up on visual signals via video
When you see scowls move on! Timing is everything
Hangouts On Air is still a bit like speaking to the mirror when you’re sharing your screen
Facilitators starting it off and wrapping up helps
WebEx has a whiteboard function but it sucks
Mark presenting without slides is challenging – nothing to hide behind
Like to see a consultant use no slides…
Oracle using Microsoft cloud services to host Saas apps – is this dinosaur club?
X-Box 1 – always watching - you can’t turn off the camera?!
Do we need to be less public or just clearer on consent?
Young generations have different view of privacy – are programmes like Jersey Shore part?
Comic strip set about future and privacy
Joint Venture now called Axelos
They have axelos.co.uk (not live yet) but not axelos.com – doesn’t sound global
Name is really close to Axios
Should we change the name of the Rest of The World podcast
Indian podcast starting
Local school districts buying mass load of ipads
Some don’t say you have to have devices but you do need them – homework online etc
Schools / local authorities don’t always think about TCO
Women running ITSM project for Teachers for America – said mission is to ensure every teacher has a solid career path – love when people can see the bigger picture
Have you backed up your Google reader?
Using Twitter instead of RSS feeds – using other people as a filter
Zappos tell customer service reps not to protect the company
Tour is incredible experience
Farah future podcast guest
Google balloon network – hot air balloons delivering internet to remote areas!
Start Up in Maine was investigate high-altitude power
Will internet be free in 20 years? Or a public service?
Maryville was looking at buying a process modelling tool, looked at Navvia – listened to podcast from 2010 he said “I’m going to leverage cloud and new technology to make a process modeller that I can sell to consulting firms” and he did it
Entrepreneurs need a BHAG (Big Hairy Ass Goal) ask Ivanka Menken
Like to see where TFT goes next..
Fusion: Maryville presenting, Hooper down as presenting?!
Hoping to see Ken Gonzalez as a booth babe for G2G3
Pink IT Executive conference in Arizona in August – too hot to leave hotel: Hostage as a Service
Your Hosts: Mark Kawasaki Matthew Hooper Matt Beran
Guest: Rob England, IT Skeptic
Standard+Case – what’s going on with that? Lots of interest, good feedback
“I gestate books like an elephant gestates”
30 second summary “a different way of viewing the reality of how we respond to any sort of situation”… “the reality is that you can’t standardise this stuff, you can’t make it all repeatable and boxed-up – the world refuses to be standardised and there’s a whole other half of the world that’s unique and has to be dealt with case by case”
Ability to improve – can optimise how we deal with cases as well as standard processes
Better morale – can’t promise a deadline so people not seen to be failing when it’s out of their control
The bigger the fire and more complex the burning building usually takes longer to put out
Genius Bar – just a different interface or a different way of dealing with standard?
Apple support model is impressive & feels good but sometimes not sure they’re fixing problem beneath
Hard for Saas based platforms to support custom apps but reality is the way you build custom apps either have good practice or don’t
It’s about Familiar vs unfamiliar - with any response
People don’t think about Total Costs, cost of supporting a new device over 3 years for example
BUT – it’s not IT’s fault – business has failed IT like a bad parent! Although they were just trying to get something done
It’s about enablement though you can’t fight shadow IT sometimes better to help
If business unit says we need a data base someone needs to say don’t go off and build it in Access yourself, you need to find the budget, find an expert to build something and support it
Educate the business
IT has been driven in to a defensive corner over last 20 years. Problem is systemic and comes from outside of IT
What would the IT Skeptic say about Standard+Case?! Will it make a difference? Will people pick it up and run with it – let’s see the value
How do you develop case worker skills? Currently only accreditation in NZ is for nurses, no generic one nor one specific to IT
But there is ‘Case Management’ – which makes you feel grateful for ITIL! Is getting better.
Cynefin model (in the book) by Dave Snowden, is a model for situation analysis. If it’s complicated or complex you need an expert
Idea of structuring people at levels up to Case Management – e.g. not giving new people Cases
Two books to give away! Get in touch to claim
First thing people need to kick the ideas around in their own organisations - try it out and give Rob some feedback
Your Hosts: Mark Kawasaki Matthew Hooper (twitter #ITSMWP)
Show notes with links: servicesphere.com/blog/2013/5/13/automating-the-future-itsm-weekly-the-podcast-episode-110.html
Guests: Wade Foster, CEO of Zapier @wadefoster
Zapier - automation tool, based on triggers and actions. B2B Saas applications to automate the tedious. About to hit 200 supported APIs.
Cloud to Cloud
Only with public APIs
APIs are accessible on websites so anyone can find and non-technical people can use – ‘Boss proof’
Vendor without public API can use but have to give Zapier access
Targeting SMBs but consumers do use to automate their personal needs
Wade was doing data automation for a mortgage company, as a non-technical person could see what should be automated but couldn’t do much about it. Wanted a tool to speed things up.
Everything gets standardised in the middle so it can automatically hook in with everything else
Will it get more complex? There is a filter layer already, but there’s a lot more that could be done – “enriching trigger data” i.e getting more data than currently available as a trigger
The simple model is worth a lot
Bigger challenge is contextual info and how to view over time
Chris Dancy does this well – tracking evrything in a calendar to get context and look back at
A dilemma could be whether to use a third party solution or push your existing vendor to provide it
Vendors find this kind of integration challenging
Vendors will end up building more specialised integrations – relying on third parties to fill in gaps
Security? Key thing is make sure to only make API access available to right people
Tools like Salesforce and MyWorkDay have it built in
Companies are listing integrations that are actually just Zapier powering them
Awesome examples – registering for an eventbrite event also registers them for goto webinar, then when attend event pushes them into email sequence, when they click on one go to web form, when they fill that out a sales guy gets it and knows they’re further down the funnel…
Need fewer angry interns to make these things happen
Is there a threshold to be careful of?
Customer-facing elements shouldn’t be obviously automated
Be human – follow up when you can
Two lines at the bank – no-one at the window to talk to a person, queue for the ATM
It’s a tough thing to get right. Requires human judgement. And listen to customer feedback
Things like transitive tweets – automatically deleted after certain time are good idea
Sometimes it’s good to build in time for a QA or sentiment analysis before sending an email or post
Early on a Zapier customer wanted to read evernote on kindle device, eventually he made it work himself (still not sure how!)
Chris Dancy text to say he’s a customer and a fan
Wade’s blog wadefoster.net – for personal reflection, way to document his experiences, and a reminder for future self
Get a time maintenance dog?
Book coming out documenting 101 best ways to use Zapier – with cool use cases across the spectrum. Subscribe to Zapier.com blog or follow @zapier for updates
notes with links: servicesphere.com/blog/2013/5/2/the-information-revolution-itsm-weekly-the-podcast-episode-1.html
The Matts are Live at HDI
After three years trying to get him on the show David Cannon is here!
ITIL author V3 2011 Strategy
Co-authored Service Operation 2007
Are books the right format still?
It’s a reference book not meant to be read cover to cover
Much of the criticism is focused on ITIL not being something it never claimed to be
How do we keep it current and relevant?
Make it open, editable, accessible, more Wiki-style maybe?
Could it be more tailor-able?
People talk about Service Management in place of Systems Management but really the systems support the services
Has running IT like a business got confused?
Original intention of ITSM was very broad - about how does a CIO conduct themselves when managing this diverse area of people and networks and systems?
Managing the information component – just as important as the technology element.
When you think of IT as a business don’t take it too far – it can be an irresponsible approach e.g. “we don’t care what you do with the storage we’re just hosting”
BMC has played a role trying to influence and change how things are defined in the industry
Going to see more coming from BMC around Governance
Got to maintain tension between leadership you’d like to provide and the reality of what your customers need from you
More thought it being given to how to join these together
BMC been in the market for decades and learned from their own and others mistakes
What’s next for David Cannon? Leaving BMC for Forrester starting 6th May
Forrester moving into consulting – analysts were getting more and more requests for follow up work
David to head up the INO (Infrastructure and Operations) area
What made ITIL so successful wasn’t the content, but it was accessible
Tendency we see in consulting organisations is protectiveness over their material
David in the community – has always been more of a personal thing
ITIL wave has become the parent of something different – doesn’t have a name yet
What’s going to happen after the revolution?
It’s not quite here yet
Wave of technological innovation been growing and growing – once in hand of individual user it’s an information revolution. Who’s going to step up and say these are the rules?
Real value of IT is still to be recognised. So much that Business is going to be able to do
During Pink13 was asked which great historical figure he’d like to speak to David said Karl Marx – because he understood the radical nature of change and how it effects society
What will the information revolution mean?!