1. Show Notes with Links:

    Show Notes:
    Your garage needs an upgrade! Service Desk v2

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

    Your Hosts: Daniel Billing, Aale Roos, Harry Repo, Michael Imhoff Nielsen

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

    Episode 1 Topics:

    Aales survey of the month
    (58 responses by e-mail, no anonymous)

    When you are producing high quality IT services,

    A) It is better to apply your own approach instead of using of any rigid framework. Agree 60/30%
    B) It is correct to rely on individuals and let them work independently. Disagree 50/40
    C) Implementing processes using hierarchical power/status does not work. Agree 70/20 (even stronger agreement from leaders 80/15)

    Fresh picks from the tweet stream

    24 May Riitta Raesmaa ‏@raesmaa:
    Saw this in FB group, love it! "Only IT people can be so immersed in their own issues that they forget the business."
    Back2ITSMS facebook group

    Swedish Companies are bad at Customer focus (Fatal happy)- in top 10 for other countries , but at 47:th place for sweden. -Baretts Value Center. (1000 swedes asked).

    Main Topic_________________

    Service Desk 2.0 - the new support function
    Howard Kendall
    Helpdesk on Google analytics
    James Finister twitter: @jimbofin
    Peer to Peer support needs
    Cisco - allow bring your own down but don't support them , then the mac users created their own support.
    ServiceNow has an active community that is working well
    HP/The Economist intelligence Unit - 66 % of Nordic companies allow BYOD. 55% are willing to support other platforms
    Service desk need to get specialized. Prepare to the future consumer.
    Service groups will cover more than ticket handling. IT to be more integrated to the business
    New capabilities for the Service groups to enable efficiency.

    Next recording will be done end of june - Stay tuned
    Internet hugs sent to Chris Dancy, for enabling this TOW podcast




    # vimeo.com/43783619 Uploaded
  2. Show Notes:

    Leaders, Managers and Elks

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

    Your Hosts: Daniel Billing, Aale Roos, Harry Repo, Michael Imhoff Nielsen

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

    Episode 2 Topics:

    ITSMF moscow - Aale speaking , Harry is conducting ITSMF monitoring on process maturity and Michael is patting his elks.
    Apple WWDC - IOS 6
    Yammer aquisition - Will microsoft replace any existing
    ServiceNow goes public (IPO)
    Howard Kendall - Service desk 2017 and beyond
    Aales survey of the month
    ( 82 responses by e-mail, no anonymous)
    The survey was about user rights. 1 in 4 give full rights to employees

    60 % think it hinders the users
    96 % think locking pc’s increases security
    25% gives uses full admin rights

    Security isn't about access to your gear, it's about culture and mindset. Free resources within security to monitor instead of locking down devices.

    Main Topic_________________
    Leadership vs Management
    what is this the difference? Michael shared his definitions: Management is controlling, monitoring and follow-up. Leadership is the vision and setting the direction. You should have both elements, but it's a rare combo.
    Governance is the management of management.
    Many ITSM project fails due to lack of governance.
    Discusion goes deeper targeting the ITIL terminology, such as Process and management. Is it only to to make ITIL look more cool and authoritarian, are we not only talking about administration, configuration and planning.
    Management is also about making the work easier.
    Your current position requires different mix of leadership and management
    Leaders are followed and as a primate we need someone to follow.
    The Manager is your parents and the Leader is your idol.
    Governance is your gameplan including the referees.
    Governance is not really a task for the ITSM, IT governance is a task for the board.
    What will happen if all managers would be removed, will the herd be scattered.
    IT is not often represented in the top management team.
    To be honest, we are missing out on great leaders.
    Next recording will be done end of july - Stay tuned

    # vimeo.com/45502075 Uploaded
  3. Settle differences without violence or destruction

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

    Top of the world edition (TOW) August 2012

    HOSTS Episode 3: Daniel Billing, Aale Roos, Harry Repo, Michael Imhoff Nielsen

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


    Aale is back from vacation, Harry is starting his and Michael haven't started. Daniel is still enjoying his 8 weeks (in your face!)
    Congratulations Aale - who got grand daugther no 2.
    * ITSMF International AGM in Stockholm September 21st.
    * ITSMF SE and DK have 10th anniversity
    * Mars landing
    * TFT12 - Tomorrow's IT service future today - Start in New Zealand on 5 December 2012 and FOLLOW the SUN until we finish in Hawaii. Vote for your favorite speaker.
    * Chris Dancy to BMC
    Aales survey of the month
    ( 41 responses by e-mail, no anonymous)

    * The questions was about maturity
    Used old KPMG scale: technology- processes- services- customer - business-centric
    70 % at level zero
    20 % at process level
    10 % at service level
    too many put business as a goal, real goal should be next level

    Main Topic_________________

    ITSM maturity - do we need a scale?
    *There is a lot of tool projects running now. is it due to greater process maturity or searching for shortcuts
    can you mature by changing tool - at least you can enhance the user experience , but a fool with a tool is still a fool.
    *Assessment of what (technology, people skills, organisation, processes, services) and is it maturity or capabilities or both?
    *You should start your assessment by asking the right questions - what do you want to achive?
    *Look into the Continual service improvement
    *Assessment models - CMMI, TIPA , ISO/IEC 15504 SPICE
    Stick to one assessment model otherwise it's impossible to benchmark/compare.
    * avoid self-assessment, companies tend to rate higher then their actual maturity.
    Most important question is what do you do with it
    Don't waste money just doing assessments, unless you want to fund consultants
    Aales survey method - spend one day at the service desk
    Reasons for assessing, is it just to show that we are doing what we are supposed to or is it for a true aim at improving for the benefit of the business?
    upcoming event where TOW will send live from the floor :
    ITSMF - DK 26-27 Sep
    ITSMF - FI 4-5 Oct
    ITSMF - SE 22 Oct
    Next recording will be done end of Aug - Stay tuned

    # vimeo.com/47414616 Uploaded

ITSM Weekly, The Podcast, Top of the World


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