Category Archives for "The ITSM Crowd"

The ITSM Crowd hangouts from ITSM Zone

ITSM Crowd 21 – DevOps: What does it mean for me?

In episode 21 of the ITSM Crowd we were joined by James Gander from Gander Service Management, and Rob England, author of the popular IT Skeptic blog. Our topic was DevOps, but looking specifically from the ops perspective to see how roles and skillsets might change in a DevOps future. DevOps isn’t NoOps We looked […]

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The ITSM Crowd hangouts from ITSM Zone

ITSM Crowd 20 – Building an Award Winning Service Desk

In episode 20 of the ITSM Crowd we were joined by David Wright from the Service Desk Institute and Damian Bowen from NTT Data.  David talked about the purpose of the Service Desk Institute and the benefits it offers to the service desk community, including conferences, training and the service desk certification scheme.  The certification […]

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The ITSM Crowd hangouts from ITSM Zone

ITSM Crowd 17: All About Agile Service Management

Episode 17 of the ITSM Crowd is all about Agile Service Management.  We had the honour of hosting Jayne Groll from the DevOps Institute, author of the Agile Service Management Guide, plus Ranger 4‘s Helen Beal and Daniel Breston and Suresh GP from Taub Solutions. In our discussion we looked at where this new are […]

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The ITSM Crowd hangouts from ITSM Zone

ITSM Crowd 15 & 16 Going Solo: Freelance work in ITSM

On May 5 we held 2 episodes of the ITSM Crowd to discuss our most popular topic yet – going solo.  Many of our training clients contact us asking about how they can become a trainer, coach, consultant or contractor in IT service management, so we got together our ITSM Zone team of mentors to […]

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How to Create a World Class Service Desk

This post has been kindly provided to us by Nicklas Fredriksson.  Part of ITSM Zone’s team of virtual mentors, Nicklas is a passionate, experienced and much appreciated ITSM magician with 20 years in the field. Former member of the ITIL Expert panel in Northern Europe, he is a much appreciated and highly valued ITIL teacher […]

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The ITSM Crowd hangouts from ITSM Zone

The ITSM Crowd 13 – Transforming Training

Organisations need to offer their staff more than just 3 days a year in a classroom.  What does a modern IT capability program look like? In episode 13 of the ITSM Crowd, Claire Agutter is joined by Simon Dorst and Michelle Major-Goldsmith from Kinetic IT.  Michelle and Simon are pioneering a 70:20:10 approach to training […]

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The ITSM Crowd hangouts from ITSM Zone

The ITSM Crowd Episode 14 – Challenging the ITSM Orthodoxy

Where is IT service management headed?  In this episode, we cover trichromatic ITSM and the increasing need for autonomy. In episode 14 of the ITSM Crowd, Claire Agutter was joined by Peter Johnson from CXI. Peter is blending his IT experience with his background in psychology to look at what really makes a successful IT […]

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The ITSM Crowd hangouts from ITSM Zone

The ITSM Crowd Episode 12 – Getting Value from Multiple Frameworks

How do businesses know what IT service management frameworks and standards to use?  The ITSM Crowd discuss this difficult topic In episode 12 of the ITSM Crowd, Claire Agutter was joined by ITSM gurus from Europe and Australia.  All part of ITSM Zone’s team mentor, Michelle Major-Goldsmith, Stuart Rance, Simone Moore, Steve Morgan and Simon […]

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