Real-world talk about the opportunities and practicalities of IT Service Management http://www.itsmmanager.com/ en-us Copyright © 2009-2010 ITSM Manager administrator@itsmadviser.com webmaster@itsmadviser.com ITSM Manager The ITSM Manager audio podcast is published biweekly and addresses a need in the IT Service Management landscape to interpret and apply global best-practices to the real-world requirement of running IT as a business. Across market segments and organizations of all sizes, there are frequently repeated questions, concerns, and roadblocks along the ITSM road. And while the best-practice frameworks, standards, and guidelines like ITIL, ISO 20000, ISO 27001, COBIT, Lean, BiSL, MoF, and others are pertinent for, and adaptable to, any organization, every company's implementation is unique. Think of us as your ITSM eConsultant: insight provided a la carte, when you want it, without the cost of a consultant. Join us as we explore ITSM from inside the business, not the outside looking in. The ITSM Manager audio podcast is published biweekly and addresses a need in the IT Service Management landscape to interpret and apply global best-practices to the real-world requirement of running IT as a business. ITSM Manager administrator@itsmadviser.com href="http://itsmadviser.com/portal/podcasts/itsm-manager_v4-mod5x144.jpg" http://www.itsmadviser.com/portal/index.php 144 144 no ITSM, ITIL, ISO 20000, information technology, IT management, process management, BPM, quality management ITSM IT Service Management http://www.itsmmanager.com/ ITSM Manager administrator@itsmadviser.com Recorded live, this presentation was delivered in October by Ed Williams at the 2010 Arizona ITSM Summit. Ed talks about Lean, its major precepts, and its place in IT Service Management as a system for Continual Service Improvement. Recorded live, this presentation was delivered in October by Ed Williams at the 2010 Arizona ITSM Summit. Ed talks about Lean, its major precepts, and its place in IT Service Management as a system for Continual Service Improvement. Recorded live, this presentation was delivered in October by Ed Williams at the 2010 Arizona ITSM Summit. Ed talks about Lean, its major precepts, and its place in IT Service Management as a system for Continual Service Improvement. http://itsmadviser.com/portal/podcasts/ITSMpodcast0033_2010-11-22.mp3 Mon, 22 Nov 2010 01:00:00 GMT 43:23 Lean, Lean Thinking, kaizen, CSI, Continual Service Improvement, value proposition, value stream http://www.itsmmanager.com/ ITSM Manager administrator@itsmadviser.com Recorded live, this is the closing keynote presentation delivered in October by Mart Rovers at the 2010 Arizona ITSM Summit. With 260 registrants, this was the largest Southwest regional ITSM meeting to date. Recorded live, this is the closing keynote presentation delivered in October by Mart Rovers at the 2010 Arizona ITSM Summit. With 260 registrants, this was the largest Southwest regional ITSM meeting to date. Recorded live, this is the closing keynote presentation delivered in October by Mart Rovers at the 2010 Arizona ITSM Summit. With 260 registrants, this was the largest Southwest regional ITSM meeting to date. http://itsmadviser.com/portal/podcasts/ITSMpodcast0032_2010-11-01.mp3 Mon, 1 Nov 2010 01:00:00 GMT 31:44 ITIL, ISO 20000, ITSM frameworks, ITSM adoption failure, innovation, business enabler http://www.itsmmanager.com/ ITSM Manager administrator@itsmadviser.com These are brief observations about the Fusion 10 conference. Interest in ISO 20000 seemed higher this year; attendance overall seemed down; and itSMF USA announced that the 2011-2012 conferences would be held in conjunction with HDI. These are brief observations about the Fusion 10 conference. Interest in ISO 20000 seemed higher this year; attendance overall seemed down; and itSMF USA announced that the 2011-2012 conferences would be held in conjunction with HDI. These are brief observations about the Fusion 10 conference. Interest in ISO 20000 seemed higher this year; attendance overall seemed down; and itSMF USA announced that the 2011-2012 conferences would be held in conjunction with HDI. http://itsmadviser.com/portal/podcasts/ITSMpodcast0031_2010-10-04.mp3 Mon, 4 Oct 2010 01:00:00 GMT 15:13 itSMF, itSMF USA, HDI, Fusion, conference, exhibits, vendors, presentations http://www.itsmmanager.com/ ITSM Manager administrator@itsmadviser.com A conversational look at Fusion 10--the annual conference of itSMF USA--that runs through September 22 in Louisville, Kentucky. Mart and Ed talk about the advance agenda, past conferences, a wish list, and expectations for this year's event. A conversational look at Fusion 10--the annual conference of itSMF USA--that runs through September 22 in Louisville, Kentucky. Mart and Ed talk about the advance agenda, past conferences, a wish list, and expectations for this year's event. A conversational look at Fusion 10--the annual conference of itSMF USA--that runs through September 22 in Louisville, Kentucky. Mart and Ed talk about the advance agenda, past conferences, a wish list, and expectations for this year's event. http://itsmadviser.com/portal/podcasts/ITSMpodcast0030_2010-09-20.mp3 Mon, 20 Sep 2010 01:00:00 GMT 42:13 itSMF, itSMF USA, Fusion, conference, exhibits, vendors, presentations http://www.itsmmanager.com/ ITSM Manager administrator@itsmadviser.com This is the second of a two-part live recording of a recent Mart Rovers presentation in Arizona describing ISO/IEC 20000 and why it is not only the international ITSM standard, but why it is a vital baseline for IT Service Management. This is the second of a two-part live recording of a recent Mart Rovers presentation in Arizona describing ISO/IEC 20000 and why it is not only the international ITSM standard, but why it is a vital baseline for IT Service Management. This is the second of a two-part live recording of a recent Mart Rovers presentation in Arizona describing ISO/IEC 20000 and why it is not only the international ITSM standard, but why it is a vital baseline for IT Service Management. http://itsmadviser.com/portal/podcasts/ITSMpodcast0029_2010-09-06.mp3 Mon, 6 Sep 2010 01:00:00 GMT 34:46 ISO/IEC 20000, ISO 20000, ITSM standard, auditable standard, certification, minimum critical activities http://www.itsmmanager.com/ ITSM Manager administrator@itsmadviser.com This is part one of a two-part live recording of a recent Mart Rovers presentation in Arizona describing ISO/IEC 20000 and why it is not only the international ITSM standard, but why it is a vital baseline for IT Service Management. This is part one of a two-part live recording of a recent Mart Rovers presentation in Arizona describing ISO/IEC 20000 and why it is not only the international ITSM standard, but why it is a vital baseline for IT Service Management. This is part one of a two-part live recording of a recent Mart Rovers presentation in Arizona describing ISO/IEC 20000 and why it is not only the international ITSM standard, but why it is a vital baseline for IT Service Management. http://itsmadviser.com/portal/podcasts/ITSMpodcast0028_2010-08-23.mp3 Mon, 23 Aug 2010 01:00:00 GMT 26:39 ISO/IEC 20000, ISO 20000, ITSM standard, auditable standard, certification, minimum critical activities http://www.itsmmanager.com/ ITSM Manager administrator@itsmadviser.com Every four years, teams from 32 nations come together to battle for the world championship of the globe's most popular sport. But can we draw parallels between professional soccer and IT Service Management? The answer is: Of course we can! Every four years, teams from 32 nations come together to battle for the world championship of the globe's most popular sport. But can we draw parallels between professional soccer and IT Service Management? The answer is: Of course we can! Every four years, teams from 32 nations come together to battle for the world championship of the globe's most popular sport. But can we draw parallels between professional soccer and IT Service Management? The answer is: Of course we can! http://itsmadviser.com/portal/podcasts/ITSMpodcast0027_2010-08-09.mp3 Mon, 9 Aug 2010 01:00:00 GMT 16:36 business processes, business alignment, IT processes, process relationships, process interdependencies http://www.itsmmanager.com/ ITSM Manager administrator@itsmadviser.com Standard changes and service requests are two elements that can bring immediate ROI. However, ITIL v3 is unclear--even contradictory--when describing the two. In this episode we talk about guidance for utilizing them in real-world ITSM programs. Standard changes and service requests are two elements that can bring immediate ROI. However, ITIL v3 is unclear--even contradictory--when describing the two. In this episode we talk about guidance for utilizing them in real-world ITSM programs. Standard changes and service requests are two elements that can bring immediate ROI. However, ITIL v3 is unclear--even contradictory--when describing the two. In this episode we talk about guidance for utilizing them in real-world ITSM programs. http://itsmadviser.com/portal/podcasts/ITSMpodcast0026_2010-05-03.mp3 Mon, 3 May 2010 01:00:00 GMT 39:26 standard change, service request, change management, request fulfillment, ITIL v3, service automation http://www.itsmmanager.com/ ITSM Manager administrator@itsmadviser.com This episode is a recording of the presentation introducing the Accredited Training Council Trade Association. The ATCTA provides a new quality benchmark for ITSM education, and is important for anyone who provides, or takes, ITSM training. This episode is a recording of the presentation introducing the Accredited Training Council Trade Association. The ATCTA provides a new quality benchmark for ITSM education, and is important for anyone who provides, or takes, ITSM training. This episode is a recording of the presentation introducing the Accredited Training Council Trade Association. The ATCTA provides a new quality benchmark for ITSM education, and is important for anyone who provides, or takes, ITSM training. http://itsmadviser.com/portal/podcasts/ITSMpodcast0025_2010-04-12.mp3 Mon, 12 Apr 2010 01:00:00 GMT 1:46:25 ATCTA, ATCTA.org, ITSM training, ITSM education, Trustmark, quality standards, quality benchmark http://www.itsmmanager.com/ ITSM Manager administrator@itsmadviser.com Business Process Management has been a hot topic since 2003, and some feel that ITSM should be folded under BPM as sets of subprocesses. Ed Williams takes a brief look at the history of ITSM and BPM, and speculates about the future. Business Process Management has been a hot topic since 2003, and some feel that ITSM should be folded under BPM as sets of subprocesses. Ed Williams takes a brief look at the history of ITSM and BPM, and speculates about the future. Business Process Management has been a hot topic since 2003, and some feel that ITSM should be folded under BPM as sets of subprocesses. Ed Williams takes a brief look at the history of ITSM and BPM, and speculates about the future. http://itsmadviser.com/portal/podcasts/ITSMpodcast0024_2010-03-26.mp3 Fri, 26 Mar 2010 01:00:00 GMT 30:08 BPM, Business Process Management, BPI, BPMN, BPEL, XPDL, business strategy, ISO 9000 http://www.itsmmanager.com/ ITSM Manager administrator@itsmadviser.com The ISO/IEC 27000 series of international standards apply to a critical IT function: information systems security management. Mart Rovers joins Ed Williams to take an introductory look at the standard, specifically the auditable specification, ISO 27001. The ISO/IEC 27000 series of international standards apply to a critical IT function: information systems security management. Mart Rovers joins Ed Williams to take an introductory look at the standard, specifically the auditable specification, ISO 27001. The ISO/IEC 27000 series of international standards apply to a critical IT function: information systems security management. Mart Rovers joins Ed Williams to take an introductory look at the standard, specifically the auditable specification, ISO 27001. http://itsmadviser.com/portal/podcasts/ITSMpodcast0023_2010-03-08.mp3 Mon, 8 Mar 2010 01:00:00 GMT 36:00 ISO 27000, ISO/IEC 27000, ISO 27001, IT security, information security, auditable standard http://www.itsmmanager.com/ ITSM Manager administrator@itsmadviser.com References to Lean in the ITSM marketplace seem to have sprung up everywhere. Ed and Mart take a high-level look at Lean, its origins, and discuss misconceptions that are making Lean look more like a commercial offering than a management system. References to Lean in the ITSM marketplace seem to have sprung up everywhere. Ed and Mart take a high-level look at Lean, its origins, and discuss misconceptions that are making Lean look more like a commercial offering than a management system. References to Lean in the ITSM marketplace seem to have sprung up everywhere. Ed and Mart take a high-level look at Lean, its origins, and discuss misconceptions that are making Lean look more like a commercial offering than a management system. http://itsmadviser.com/portal/podcasts/ITSMpodcast0022_2010-02-22.mp3 Mon, 22 Feb 2010 01:00:00 GMT 1:02:49 Lean, Lean Manufacturing, Lean Thinking, kaizen, value stream, waste http://www.itsmmanager.com/ ITSM Manager administrator@itsmadviser.com ISO 20000 is a growing factor in the ITSM landscape. Mart Rovers joins Ed Williams to examine ISO 20000 in the current environment, compare it briefly to ITIL, and to look at the influence the standard has now, and will have in the near future. ISO 20000 is a growing factor in the ITSM landscape. Mart Rovers joins Ed Williams to examine ISO 20000 in the current environment, compare it briefly to ITIL, and to look at the influence the standard has now, and will have in the near future. ISO 20000 is a growing factor in the ITSM landscape. Mart Rovers joins Ed Williams to examine ISO 20000 in the current environment, compare it briefly to ITIL, and to look at the influence the standard has now, and will have in the near future. http://itsmadviser.com/portal/podcasts/ITSMpodcast0021_2010-02-08.mp3 Mon, 8 Feb 2010 01:00:00 GMT 39:52 ISO 20000, auditable standard, ITSM impact, ITIL comparison http://www.itsmmanager.com/ ITSM Manager administrator@itsmadviser.com This episode, Mart and Ed address questions submitted by the audience: where to start with an ITSM implementation; the single, biggest mistake we've seen; and a question from Japan that asks us to look ahead a year and predict the status of ITSM. This episode, Mart and Ed address questions submitted by the audience: where to start with an ITSM implementation; the single, biggest mistake we've seen; and a question from Japan that asks us to look ahead a year and predict the status of ITSM. This episode, Mart and Ed address questions submitted by the audience: where to start with an ITSM implementation; the single, biggest mistake we've seen; and a question from Japan that asks us to look ahead a year and predict the status of ITSM. http://itsmadviser.com/portal/podcasts/ITSMpodcast0020_2010-01-25.mp3 Mon, 25 Jan 2010 01:00:00 GMT 45:11 question and answer, starting ITSM, ITSM mistakes, future of IT, ITSM challenges http://www.itsmmanager.com/ ITSM Manager administrator@itsmadviser.com Tools are vital in the management of today's ITSM programs. In this episode Mart and Ed take a high-level look at ITSM tools, the types and histories of tools offered, and discuss some best-practices for ITSM tool architecture. Tools are vital in the management of today's ITSM programs. In this episode Mart and Ed take a high-level look at ITSM tools, the types and histories of tools offered, and discuss some best-practices for ITSM tool architecture. Tools are vital in the management of today's ITSM programs. In this episode Mart and Ed take a high-level look at ITSM tools, the types and histories of tools offered, and discuss some best-practices for ITSM tool architecture. http://itsmadviser.com/portal/podcasts/ITSMpodcast0019_2010-01-11.mp3 Mon, 11 Jan 2010 01:00:00 GMT 40:17 IT tools, ITSM tools, managing ITSM, tool suite, point solution, process automation http://www.itsmmanager.com/ ITSM Manager administrator@itsmadviser.com In this final installment of the series, Ed and Mart wrap-up their discussion of ITSM measurements and metrics by looking at design principles, the consideration of metrics as part of your continuous service improvement plan, and the DIKW model. In this final installment of the series, Ed and Mart wrap-up their discussion of ITSM measurements and metrics by looking at design principles, the consideration of metrics as part of your continuous service improvement plan, and the DIKW model. In this final installment of the series, Ed and Mart wrap-up their discussion of ITSM measurements and metrics by looking at design principles, the consideration of metrics as part of your continuous service improvement plan, and the DIKW model. http://itsmadviser.com/portal/podcasts/ITSMpodcast0018_2009-12-28.mp3 Mon, 28 Dec 2009 01:00:00 GMT 1:05:16 designing metrics, CSI model, balanced scorecard, DIKW, information and knowledge http://www.itsmmanager.com/ ITSM Manager administrator@itsmadviser.com In the 2nd of this 3-part series, Ed and Mart focus on the IT 'information chain.' Covered are CSFs and KPIs, why some IT measurements live forever despite being of little value, and how companies often overlook the human element in metrics. In the 2nd of this 3-part series, Ed and Mart focus on the IT 'information chain.' Covered are CSFs and KPIs, why some IT measurements live forever despite being of little value, and how companies often overlook the human element in metrics. In the 2nd of this 3-part series, Ed and Mart focus on the IT 'information chain.' Covered are CSFs and KPIs, why some IT measurements live forever despite being of little value, and how companies often overlook the human element in metrics. http://itsmadviser.com/portal/podcasts/ITSMpodcast0017_2009-12-14.mp3 Mon, 14 Dec 2009 01:00:00 GMT 57:42 information chain, activity metrics, technology metrics, CSF, KPI http://www.itsmmanager.com/ ITSM Manager administrator@itsmadviser.com In this three-part series, Ed and Mart explore measurements and metrics. They will take a fundamental look at the purposes of measurement, the metrics information chain, and a top-down planning and design approach. In this three-part series, Ed and Mart explore measurements and metrics. They will take a fundamental look at the purposes of measurement, the metrics information chain, and a top-down planning and design approach. In this three-part series, Ed and Mart explore measurements and metrics. They will take a fundamental look at the purposes of measurement, the metrics information chain, and a top-down planning and design approach. http://itsmadviser.com/portal/podcasts/ITSMpodcast0016_2009-11-30.mp3 Mon, 30 Nov 2009 01:00:00 GMT 44:12 metrics, CSF, KPI, strategic objective, balanced scorecard http://www.itsmmanager.com/ ITSM Manager administrator@itsmadviser.com ITSM Manager was a Platinum Exhibitor at the Arizona ITSM Summit last October, and Mart delivered a keynote titled, 'How ISO/IEC 20000 is Making Implementing ITSM Much Easier.' This presentation was recorded live, and is this week's podcast episode. ITSM Manager was a Platinum Exhibitor at the Arizona ITSM Summit last October, and Mart delivered a keynote titled, 'How ISO/IEC 20000 is Making Implementing ITSM Much Easier.' This presentation was recorded live, and is this week's podcast episode. ITSM Manager was a Platinum Exhibitor at the Arizona ITSM Summit last October, and Mart delivered a keynote titled, 'How ISO/IEC 20000 is Making Implementing ITSM Much Easier.' This presentation was recorded live, and is this week's podcast episode. http://itsmadviser.com/portal/podcasts/ITSMpodcast0015_2009-11-16.mp3 Mon, 16 Nov 2009 01:00:00 GMT 28:31 ISO 20000, minimum critical activities, easing implementation, ISO certification http://www.itsmmanager.com/ ITSM Manager administrator@itsmadviser.com From a presentation recorded live October 23 at the Arizona ITSM Summit in Phoenix, Mart and Bryon talk about a concept called 'The One-Minute ITSM Manager,' and describe 25 low-cost improvements you can make to your ITSM program. From a presentation recorded live October 23 at the Arizona ITSM Summit in Phoenix, Mart and Bryon talk about a concept called 'The One-Minute ITSM Manager,' and describe 25 low-cost improvements you can make to your ITSM program. From a presentation recorded live October 23 at the Arizona ITSM Summit in Phoenix, Mart and Bryon talk about a concept called 'The One-Minute ITSM Manager,' and describe 25 low-cost improvements you can make to your ITSM program. http://itsmadviser.com/portal/podcasts/ITSMpodcast0014_2009-11-09.mp3 Mon, 9 Nov 2009 01:00:00 GMT 31:01 low-cost improvements, rapid implementation, one-minute ITSM manager http://www.itsmmanager.com/ ITSM Manager administrator@itsmadviser.com In the past two episodes, Mart and Bryon have examined various ITSM frameworks and standards. In this final segment of the series, they discuss how IT managers can go about selecting, adopting, and deploying the best options for their needs. In the past two episodes, Mart and Bryon have examined various ITSM frameworks and standards. In this final segment of the series, they discuss how IT managers can go about selecting, adopting, and deploying the best options for their needs. In the past two episodes, Mart and Bryon have examined various ITSM frameworks and standards. In this final segment of the series, they discuss how IT managers can go about selecting, adopting, and deploying the best options for their needs. http://itsmadviser.com/portal/podcasts/ITSMpodcast0013_2009-11-02.mp3 Mon, 2 Nov 2009 01:00:00 GMT 22:02 frameworks, standards, guidelines, best practice, strategy, adoption, implementation http://www.itsmmanager.com/ ITSM Manager administrator@itsmadviser.com In this second of a three-part look at ITSM frameworks and standards, Mart and Bryon examine systems for governance, project and program management, and general IT Service Management, including the big two: ITIL and ISO 20000. In this second of a three-part look at ITSM frameworks and standards, Mart and Bryon examine systems for governance, project and program management, and general IT Service Management, including the big two: ITIL and ISO 20000. In this second of a three-part look at ITSM frameworks and standards, Mart and Bryon examine systems for governance, project and program management, and general IT Service Management, including the big two: ITIL and ISO 20000. http://itsmadviser.com/portal/podcasts/ITSMpodcast0012_2009-10-26.mp3 Mon, 26 Oct 2009 01:00:00 GMT 19:43 frameworks, standards, guidelines, best practice, governance, project management http://www.itsmmanager.com/ ITSM Manager administrator@itsmadviser.com There are many ITSM frameworks in use today. In this first of three parts, Mart and Bryon define the difference between a framework and a standard, explain how the two work together, and examine frameworks for quality management and quality improvement. There are many ITSM frameworks in use today. In this first of three parts, Mart and Bryon define the difference between a framework and a standard, explain how the two work together, and examine frameworks for quality management and quality improvement. There are many ITSM frameworks in use today. In this first of three parts, Mart and Bryon define the difference between a framework and a standard, explain how the two work together, and examine frameworks for quality management and quality improvement. http://itsmadviser.com/portal/podcasts/ITSMpodcast0011_2009-10-19.mp3 Mon, 19 Oct 2009 01:00:00 GMT 17:30 frameworks, standards, guidelines, best practice, quality improvement, quality management http://www.itsmmanager.com/ ITSM Manager administrator@itsmadviser.com ITSM programs involve organizational and cultural change at all levels of the company. Packaging and communicating the message of change requires care and planning. And in some cases may determine the success--or even existence--of your ITSM program. ITSM programs involve organizational and cultural change at all levels of the company. Packaging and communicating the message of change requires care and planning. And in some cases may determine the success--or even existence--of your ITSM program. ITSM programs involve organizational and cultural change at all levels of the company. Packaging and communicating the message of change requires care and planning. And in some cases may determine the success--or even existence--of your ITSM program. http://itsmadviser.com/portal/podcasts/ITSMpodcast0010_2009-10-12.mp3 Mon, 12 Oct 2009 01:00:00 GMT 28:42 marketing ITSM, marketing mindset, communication, silver bullet, organizational change http://www.itsmmanager.com/ ITSM Manager administrator@itsmadviser.com Bryon talks about Change Management from a practical perspective, defining what it means, why it's important, and how real-world requirements may differ from the descriptions in the frameworks. Bryon talks about Change Management from a practical perspective, defining what it means, why it's important, and how real-world requirements may differ from the descriptions in the frameworks. Bryon talks about Change Management from a practical perspective, defining what it means, why it's important, and how real-world requirements may differ from the descriptions in the frameworks. http://itsmadviser.com/portal/podcasts/ITSMpodcast0009_2009-10-05.mp3 Mon, 5 Oct 2009 01:00:00 GMT 29:24 change management, control process, business impact, risk, configuration management http://www.itsmmanager.com/ ITSM Manager administrator@itsmadviser.com This episode was recorded live on September 23 at Fusion '09, the annual conference of the itSMF USA. In this episode, Mart addresses the continually-developing landscape of ITSM tools, and the significant ROI to be gained from process automation. This episode was recorded live on September 23 at Fusion '09, the annual conference of the itSMF USA. In this episode, Mart addresses the continually-developing landscape of ITSM tools, and the significant ROI to be gained from process automation. This episode was recorded live on September 23 at Fusion '09, the annual conference of the itSMF USA. In this episode, Mart addresses the continually-developing landscape of ITSM tools, and the significant ROI to be gained from process automation. http://itsmadviser.com/portal/podcasts/ITSMpodcast0008_2009-09-28.mp3 Mon, 28 Sep 2009 01:00:00 GMT 41:01 ITSM tools, process automation, tool integration, automated workflow http://www.itsmmanager.com/ ITSM Manager administrator@itsmadviser.com Mart and Bryon discuss an underpinning concept of IT Service Management: what, exactly, is a service? Surprisingly, despite the fundamental nature of the term, the answer isn't as clear as it might seem at first glance. Mart and Bryon discuss an underpinning concept of IT Service Management: what, exactly, is a service? Surprisingly, despite the fundamental nature of the term, the answer isn't as clear as it might seem at first glance. Mart and Bryon discuss an underpinning concept of IT Service Management: what, exactly, is a service? Surprisingly, despite the fundamental nature of the term, the answer isn't as clear as it might seem at first glance. http://itsmadviser.com/portal/podcasts/ITSMpodcast0007_2009-09-21.mp3 Mon, 21 Sep 2009 01:00:00 GMT 24:36 ITSM, service, business service, IT service, service portfolio http://www.itsmmanager.com/ ITSM Manager administrator@itsmadviser.com Ed and Mart complete their discussion about what ITSM looks like from the viewpoint of the IT employee. They talk about the personal benefits of ITSM, including important perspectives of job retention and career improvement. Ed and Mart complete their discussion about what ITSM looks like from the viewpoint of the IT employee. They talk about the personal benefits of ITSM, including important perspectives of job retention and career improvement. Ed and Mart complete their discussion about what ITSM looks like from the viewpoint of the IT employee. They talk about the personal benefits of ITSM, including important perspectives of job retention and career improvement. http://itsmadviser.com/portal/podcasts/ITSMpodcast0006_2009-09-14.mp3 Mon, 14 Sep 2009 01:00:00 GMT 27:29 ITSM, IT employee, technical worker, middle management, training, preparation http://www.itsmmanager.com/ ITSM Manager administrator@itsmadviser.com Ed and Mart discuss what ITSM looks like from the viewpoint of the IT employee. They talk about why some IT workers are hesitant about ITSM, and what the truths are about the benefits, including the personal levels of job retention and career improvement. Ed and Mart discuss what ITSM looks like from the viewpoint of the IT employee. They talk about why some IT workers are hesitant about ITSM, and what the truths are about the benefits, including the personal levels of job retention and career improvement. Ed and Mart discuss what ITSM looks like from the viewpoint of the IT employee. They talk about why some IT workers are hesitant about ITSM, and what the truths are about the benefits, including the personal levels of job retention and career improvement. http://itsmadviser.com/portal/podcasts/ITSMpodcast0005_2009-09-07.mp3 Mon, 7 Sep 2009 01:00:00 GMT 25:59 IT employee, technical worker, middle management, training, preparation http://www.itsmmanager.com/ ITSM Manager administrator@itsmadviser.com This episode was recorded live at a joint meeting of the itSMF's Houston LIG and ISO 20000 SIG. In it, Mart talks about the ISO 20000 standard, what it is, and why it represents the minimum activities for achieving IT Service Management success. This episode was recorded live at a joint meeting of the itSMF's Houston LIG and ISO 20000 SIG. In it, Mart talks about the ISO 20000 standard, what it is, and why it represents the minimum activities for achieving IT Service Management success. This episode was recorded live at a joint meeting of the itSMF's Houston LIG and ISO 20000 SIG. In it, Mart talks about the ISO 20000 standard, what it is, and why it represents the minimum activities for achieving IT Service Management success. http://itsmadviser.com/portal/podcasts/ITSMpodcast0004_2009-08-31.mp3 Mon, 31 Aug 2009 01:00:00 GMT 1:00:15 20000, ISO standard, IT audit, auditable standard, benchmark, minimum critical activities http://www.itsmmanager.com/ ITSM Manager administrator@itsmadviser.com Today's CIO is tasked with walking a fine line between financial accountability, operational sustainability, and service excellence. Mart and Bryon discuss why ITSM should be important to the CIO, yet why some are hesitant to adopt it. Today's CIO is tasked with walking a fine line between financial accountability, operational sustainability, and service excellence. Mart and Bryon discuss why ITSM should be important to the CIO, yet why some are hesitant to adopt it. Today's CIO is tasked with walking a fine line between financial accountability, operational sustainability, and service excellence. Mart and Bryon discuss why ITSM should be important to the CIO, yet why some are hesitant to adopt it. http://itsmadviser.com/portal/podcasts/ITSMpodcast0003_2009-08-24.mp3 Mon, 24 Aug 2009 01:00:00 GMT 40:38 CIO, IT executive, service management, ITSM strategy http://www.itsmmanager.com/ ITSM Manager administrator@itsmadviser.com Fundamental concepts first. Since our primary focus is ITSM, it's appropriate we begin with a discussion of what IT Service Management means, and what misconceptions and misinterpretations continue to surround the term. Fundamental concepts first. Since our primary focus is ITSM, it's appropriate we begin with a discussion of what IT Service Management means, and what misconceptions and misinterpretations continue to surround the term. Fundamental concepts first. Since our primary focus is ITSM, it's appropriate we begin with a discussion of what IT Service Management means, and what misconceptions and misinterpretations continue to surround the term. http://itsmadviser.com/portal/podcasts/ITSMpodcast0002_2009-08-17.mp3 Mon, 17 Aug 2009 01:00:00 GMT 28:36 ITSM, defined, definition, service management, frameworks, standards http://www.itsmmanager.com/ ITSM Manager administrator@itsmadviser.com In this short, initial episode, Mart, Bryon, and Ed introduce themselves, talk a bit about their experience, and describe some of the plans for ITSM Manager In this short, initial episode, Mart, Bryon, and Ed introduce themselves, talk a bit about their experience, and describe some of the plans for ITSM Manager In this short, initial episode, Mart, Bryon, and Ed introduce themselves, talk a bit about their experience, and describe some of the plans for ITSM Manager http://itsmadviser.com/portal/podcasts/ITSMpodcast0001_2009-08-10.mp3 Mon, 10 Aug 2009 01:00:00 GMT 21:20 introductions, about us, bios, experience