ITSM Antipodean Podcast – Episode 40

Month in Review

Tristan busy with itSMFNZ planning.

Simone listening to the evolutionary ITSM discussions on social media.

Karen preparing for the Peter Hepworth visit to Australia.

Service Management for the Business

Guest: Nanyi Gong is the ICT Manager at Laidlaw College. Laidlaw is an evangelical tertiary institution offering government accredited programmes in theology, ministry, counselling and teaching. At Laidlaw, (IT)SM has been not only applied to IT but also to other areas of the business including Facilities.

IT implemented first ITSM tools in October 2011. There are only 2 IT people in house. Decided to embrace more structure to manage outsource relationship. By May 2012 Facilities started to look at ITSM and the supporting tools.

Nanyi shares some interesting statistics – Facilities now have as many tickets as IT.

If you are not adding value why add more complexity? Keep it simple.

ITSM tool used mainly to manage demand. Took 4 weeks to define the services offered.

Nanyi quotes Aprill Allen in that a little bit of bribery is needed so Nanyi’s coffee and chocolate budget blew!

An authentic role model, added value and a trust relationship are needed. Need to get out into the business and understand what they need

Tools and processes have to be flexible and customised to business needs

Trying to get plumbers to log tickets didn’t work!

Service management for Shared Services at Department of Conservation in NZ

The business now loves the ability to measure and manage.

CERN uses ITIL to rethink facilities management.

Being a member of itSMF was invaluable for Nanyi’s research and not reinventing the wheel.

Why don’t we use CRM tools for service management?

If the ITSM tool is shared across the organisation, who foots the bill?

The CFO was the first person to log a ticket in the ITSM tool!

Be authentic, be a role model, add value and build a trust relationship….and your chocolate and coffee budget needs to be big enough

Picks of the Month win CIO 100 top gong for innovation.

Booby(s) of the Month

When Hashtags go wrong

Why we need backups!


The team will record end of year and the “farewell for now” podcast on December 12th 2013.

Suggestions for guests and podcast content to

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