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Video Book Review – Building an ITIL-based Service Management Department

Title: Building an ITIL® – based Service Management Department Author: Malcolm Fry Audience: IT Service Managers tasked with building a service management department Coverage: This book discusses how to build a well-constructed Service Management Department (SMD) by following nine steps. It discusses: the preparation needed before embarking on the project to build a SMD; how …
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Video Book Review – Creating and Driving Service Excellence

Title: Creating and Driving Service Excellence An Executive’s Guide to IT Service Management ISBN: 978-0-11-706902-2 Author: Sharon Taylor Audience: This book is an introduction to IT service management targeted at the business executive. Coverage: This executive guide starts by describing IT service management as a business imperative. Sharon uses case studies to illustrate the return …
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Video Seven Reminders Why We Need ITSM

A recent article in itnews.com.au called ‘Seven Reminders the World Runs on IT’ illustrated how IT systems have become so ingrained in every aspect of our day-to-day lives and the impact that failure can have. When I read the article my mind retitled it to ‘Seven Reminders Why We Need ITSM’. I suggest you read …
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Video Listening to Hear Not Listening to Speak

I recently wrote a blog about the importance of communication within organisational change management and the need for a comprehensive communication plan. I talked about the importance of raising awareness and soliciting opinions by asking. What is even more important is listening. Listening is an art in itself. In my book “Balanced Diversity – A …
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Video ITSM Antipodean Podcast Episode 34

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! …
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Video Karen Ferris Discusses BYOD and ITSM with Gerard Norsa for CIO

Highly functional personal devices are increasingly being adopted as technology tools in enterprise IT environments. This represents yet another challenge for CIOs and senior IT managers trying to use standards and frameworks-based IT service management (ITSM) processes for better governance and business benefits. There are many ITSM implications to be considered if you allow employees …
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Video ITSM Antipodean Podcast – Episode 25

EPISODE 25 SHOW NOTES Industry Advice on ITSM Technology – What Is It Worth? Month in Review Tristan – Just returned from itSMF International AGM in Stockholm held in conjunction with the Swedish Conference. Tristan recorded with the Top of the World podcast. Rob – Rob ran a Twitter chat on Service Catalogues. Rob grinding …
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Video ITSM Antipodean Podcast Episode 24

EPISODE 24 SHOW NOTES Standard and Case Approach Introduction Our new regular podcast host Rob England gives a potted history of himself and his alter ego the IT Skeptic. Month in Review Simone – New HDAA support news. Accepted presentation for TFT12. Tristan – New job is going well but requires more coffee! Rob – …
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Video ITSM Antipodean Podcast Episode 23

EPISODE 23 SHOW NOTES KNOWLEDGE MANAGEMENT AND ITSM Month in review Tristan started his new job and undergoing a great induction process. Karen & Tristan both recovering from a great itSMF Australia LEADIT12 conference on the Gold Coast. It was a resounding success. Social media was key at the conference and the pre-conference Twitter Chats …
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Video The Service Desk ~ 2017 and Beyond

Howard Kendall and Daniel Wood of the Service Desk Institute (SDI) have produced a paper that highlights the vision of both SDI and industry experts, service desk practitioners and managers for the service desk in 2017. It identifies key areas of change and how service desks should develop in coming years to meet the future …
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Video ITSM Antipodean Podcast ~ Episode 17

  Listen on iTunes here. RFP – THE GOOD THE BAD AND THE UGLY SHOW NOTES Month in review Tristan, Simone and Andrew discuss the past months highlights and lowlights while Karen travels the world again, attending the ITSMF International Publications forum in Warsaw. However, she does send her apologies. Tristan provided a bit of …
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Video ITSM Antipodean Podcast ~ Episode 15

Incidents, Problems & Chaos – ITSM WEEKLY ANTIPODEAN PODCAST EPISODE 15 from ServiceSphere on Vimeo. Download here Listen on iTunes here Subscribe / listen to all shows on Soundcloud SHOW NOTES Incidents, Problems & Chaos What happens when the bottom of the world chat about IT Service Management. HOSTS for Episode 15:  Simone Moore, Andrew …
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Video ITSM Antipodean Podcast ~ Episode 14

Swim, Swam, Swami – ITSM WEEKLY ANTIPODEAN PODCAST EPISODE 14 from ServiceSphere on Vimeo. Download here. Listen on iTunes here. Subscribe / listen to all shows on Soundcloud. Tristan, Andrew and Karen discuss the past months highlights and lowlights. A hectic start to 2012 and business is looking good. The IT job market seems to …
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Video ITSM Antipodean Podcast ~ Episode 12

  THE JOLLY GREEN GIANT IN THE ROOM – ITSM WEEKLY ANTIPODEAN PODCAST EPISODE 12 from ServiceSphere on Vimeo. Listen on iTunes here Download the MP3 here SHOW NOTES Month in review Simone, Tristan and Karen discuss the past months highlights and lowlights. Tristan attended Fusion USA Conference and itSMF AGM and returned to Christchurch for the …
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Video Change Management Needs to Change

Earlier this month Forrester issued a report entitled “The State of IT Service Management In 2011”. In conjunction with itSMF USA, Forrester surveyed 491 ITSM professionals and the report of results by Glenn O’Donnell contains a lot of interesting insights. The one that interested me the most was the state of Change Management. Although 95% …
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