ITSM Antipodean Podcast ~ Episode 11


Listen on iTunes here
Download the MP3 here


Month in review

Simone, Andrew and Karen discuss the past months highlights and lowlights. Tristan is unable to join due to illness but Andrew reckons he is still hung-over after celebrating the Kiwis win in the Rugby World Cup.

ANDREW’S SPECIAL OFFER FOR ITSMAP LISTENERS. Get 15% discount off Thinking Dimensions “IT Root Cause Analysis” training workshop in Sydney on 29/30 November by emailing Andrew Sauter at Thinking Dimensions and mention the ITSMAP podcast. That’s a $1300 course for $1100!

Key Benefits of this workshop:

  • Recover from major incidents faster
  • Prevent re-occurrence
  • Manage any crisis as a team through following a structured, focused and time efficient process.
  • Gain stakeholder buy-in for decisions
  • Dramatically improved decision making
  • Analyse risk more efficiently
  • You will have the ability to quickly analyse any situation and prioritise core issues which will remove up to 80% of the effects.
  • Learn skills that will reduce the number of incidents normally experienced.

Read more ITRCA Brochure.

Simone is dropping the ‘ITIL’ word from business conversations to shift the focus from ‘doing’ ITIL to implementing Service Management and shares a great article on ITIL adoption mistakes.

Karen is just glad to have finished her book on organisational change. The book will be available from the itSMF bookstore early November. ISBN 9780117080607.

The Team Discuss Mobile Computing and BYOD (Bring Your Own Device) with Special Guest Jodie Rugless.

Jodie is Manager of Information Services for the City of Charles Sturt in Adelaide. Prior to this recent position she was the CIO and Acting COO for the Royal District Nursing Service (RDNS). Jodie has been featured in CIO Magazine and The Australian (amongst others) in relation to her approach to mobile computing.

Jodie and the team discuss the concerns regarding BYOD model and whether they are founded or not.

BYOD may not be prevalent now but it is what the future holds.

BYOD raises employee attraction, engagement and retention. It increases productivity and reduces operational costs. It also raises issues for the Service Desk and support.

Mobility should be on the CIO agenda article.

Karen’s artcle on BYOD and the impact on ITSM. Read it here.

Will BYOD reduce sick leave? Hidden benefits for the organisation but not for the individual? HR concerns need to be addressed.

Mobile devices reduce time lost to travel especially for Simone who lives in the middle of Sydney harbor!

Jodie compares the difference between RDNS and local government. The council is on the brink of being paperless by bringing council members on to iPads. There are plans to automate the parking inspectors, road fixers etc. The potential to increase community interaction through mobile devices and emerging technology is exciting.

Real-time information via mobile devices in the health service dramatically increases quality, productivity and the level of care.

The days of the CIO being able to say: “No, we can’t do this” are numbered. The CIO is responsible to the business to enable delivery of solutions.

Enterprise solutions not yet mobile ready such as ERP applications.

BYOD is not new for many industries e.g. catering, hairdressing, and car maintenance.

National Broadband Network (NBN) will significantly change the face of BYOD and home computing. Jodie believes that most businesses have not thought about how NBN is going to impact their operation.

Buying habits and decision-making approaches are changing dramatically.

Booby(s) of the Month

Beware of the “reply all” option when ranting about your organisation. Google engineer apologizes for recent blog post. Read more here.

First State set police on man who showed them how 770,000 accounts could be ripped off. Read more here


The team will record Episode 12 on November 30.

Suggestions for guests and podcast content to


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