The Art of Service ITIL, ITSM & ISO 20k Daily Podcast

0817 A mishap, an observation and a quick way to get buy in from ANYONE

blokdijk — Fri, 17 Aug 2007 08:00:00 -0400

Guess what? The title says it all!!!! Today I expose a really REALLY easy way to help people understand the Business and IT alignment issue. Really I do! Have a listen!!!

File Download (12:35 min / 12 MB)

0814 ITIL on a shoestring. LIVE (kinda) from the ITSMF Melbourne

blokdijk — Tue, 14 Aug 2007 08:00:00 -0400

Helooooooooo everybody! Here it is day 3 of the ITSMF and because we had to get out of here on time yesterday (business calls) I wasn't able to inject you with the normal SMU goodness. SO......here it is! Enjoy!!!

File Download (6:05 min / 6 MB)

0813 LIVE!!! From the ITSMF Conference

blokdijk — Mon, 13 Aug 2007 08:00:00 -0400

Hey all! Here I am at the ITSMF Conference in Melbourne. Good times to be had by all and I've even had some podcast/vodcast fans approach the booth and give some fantastic feedback! I'll be reporting to you "live and pre-recorded" from the conference and filling you in on all the juicy details. Enjoy!!!

File Download (3:37 min / 3 MB)

0809 Read the question. Seriously!!! Some quick tips for Manager Exam Success!

blokdijk — Thu, 09 Aug 2007 08:00:00 -0400

I've been sitting at home correcting Mock Manager Exams allllll day and guess what? I've got a little story to tell all of you. Enjoy!!!

File Download (10:50 min / 10 MB)

0807 "Fly on the wall" podcast. The Ops Mgr and the Strategy Mgr TALK to each other.

blokdijk — Tue, 07 Aug 2007 08:00:00 -0400

To help polish off yesterday's podcast (and give more understanding of the v3 concept of a service) of Service Life cycle goodness, Mr. Announcer Guy and I decided to pre-record in from of a live pre-recorded studio audience (????) a conversation between the Ops Mgr and the Strategy Mgr. It just so happens that said conversation follows loosely the conversation held within the Service Strategy book but...hey....it's for educational purposes. :D Enjoy!!!

File Download (6:39 min / 6 MB)

0806 What IS a service (V2 vs V3) Straight from the book(s)! AND back to basics! All in one MONDAY!!!!

blokdijk — Mon, 06 Aug 2007 08:00:00 -0400

Heloooooooooooooooooooooooo loyal podcast listening public. Sorry I've been gone so long. Thanks to ALL of you who have contributed to us being so over-the-top busy for the next few months. We really appreciate your support and your thirsty minds. To make up for the long absence, today we are going to be doing a straight comparison between v2 and v3 in regards to what a service is. There is soooo much juicy info in them thar new books that I can't wait to share it with all of you. So, sit back ,relax and enjoy the education!!!!

File Download (12:31 min / 12 MB)

0723 Clearing the gray areas between Incidents, Service Request, Standard RFCs and RFCs

blokdijk — Mon, 23 Jul 2007 12:15:00 -0400

Today is a STRAIGHT FROM THE BOOK MONDAY about the often confusing shades of gray found in Incident Management. While riding on one of countless planes during my recent travels I reacquainted myself with the Foundations of IT Service Management based on ITIL book and I came across something I had forgotten about that could help all of you who are still a bit leery about the gray areas of Incident Management. Enjoy!!!

File Download (9:59 min / 9 MB)

0720 End to end isn't always the best way to look at things

blokdijk — Fri, 20 Jul 2007 08:00:00 -0400

Today's SMU was inspired by many hours spent reviewing and correcting several Manager Level mock exams that I am grading while on my travels. Yes an end to end view of your SERVICES is good at times but when we are talking about the activities within a process there is a tremendous amount of clarity that can be gained by FOCUSING on a SINGLE activity and drilling down into what happens and the benefits of that single activity before even thinking bout what will happen at the end.

File Download (10:30 min / 10 MB)

0718 How to be a GREAT (not good...GREAT) IT Manager

blokdijk — Wed, 18 Jul 2007 08:00:00 -0400

DANGER!!!! In this podcast you will be entering the "So common sense it might KILL you zone". While surfing around the net this past week I came across a so-good-it-shouldn't-be-LEGAL article entitled "10 tips on how to be a great IT manager". All throughout this fantastic piece of work are points that I often bring up at all levels of certification. I'm not going to go through all 10 points, I'll leave that up to you to read. HOWEVER (comma) I will give you the 4 points I like best. You can find the article here: http://resources.zdnet.co.uk/articles/features/0,1000002000,39288078,00.htm Enjoy!!!

ZDnet.co.uk :: Today's amazingly simple and effective article

File Download (10:28 min / 10 MB)

0716 Process Mapping.....THE REVENGE...er...finale

blokdijk — Mon, 16 Jul 2007 18:00:00 -0400

So just couldn't wait for the weekend to end eh? Well, here it is folks. One of the simplest, easiest ways to map your REAL WORLD to the ITIL activities and processes. Oh, and a little bit of relationship understanding between the processes thrown in for good measure. Why? Because we LIKE you. M-O-U-S-EEEEEEEEE.

File Download (9:58 min / 9 MB)

0714 Process Mapping Part 1 (Homework Friday)

blokdijk — Sat, 14 Jul 2007 08:00:00 -0400

What is "Process Mapping" well, you are going to have to wait until Monday to find out the full story but today we're going to give you a quick, easy assignment in preparation for what we're going to do to "Close the loop" on what Process Mapping is. Enjoy!!!

File Download (2:17 min / 2 MB)

0712 An easy tip for studying for your manager's exam

blokdijk — Thu, 12 Jul 2007 08:00:00 -0400

You can't even FATHOM how much fun we are having on our current 12 member in-house ITIL Manager/Masters course. Wall to wall framework bliss! SERIOUSLY! Today's SMU focuses on a little tip I like to give to help ease the strain of the Manager's exam. It's a "first step" tip that can help not only Manager focused people but Practitioner and Foundation level folks as well. Enjoy!!!!

File Download (10:15 min / 9 MB)

0711 ITIL helps RETAIN staff???? Did I read that right???

blokdijk — Wed, 11 Jul 2007 08:00:00 -0400

Today's "internationaly flavored" (you'll see) SMU comes from an article that I just can't WAIT to share with the world. Why? Well because not ONLY does it show how a government agency sucessfully deployed ITIL but it ALSO shows how one of the benifits was.......are you ready for this. It was a KEY to RETAINING staff. Has the world gone mad???? Nope, it's just gone ITIL. Enjoy!!!!

File Download (9:02 min / 8 MB)

0705 Release Policy: You still don't know what that means do you?

blokdijk — Thu, 05 Jul 2007 08:00:00 -0400

Hello all! Today's SMU came from an observation I made while giving the ITIL Practitioner Relase and Control course this week. Of course, we were talking about Release Management today and of COURSE most people's eyes were glazed over like a Krispy Kreme donut! Many said "meh" to the concept of a Release policy. That was of course, until after I gave them a "back to basics" definition and then....well....forced them to do an exercise on it. Today's SMU focuses on that one word that gives oh-so-much clarity into the core of the Release Management process: Policy. Trust me. You need this. ;-)

File Download (8:32 min / 8 MB)

0629 Retro Cast: Have you forgotten? Process not Project

The Art of Service — Fri, 29 Jun 2007 08:00:00 -0400

Original brodcast date 11/27

File Download (0:00 min / 9 MB)

0627 Tough, but WORTH IT, Monster Cable and others speak about ITIL

blokdijk — Wed, 27 Jun 2007 08:00:00 -0400

WOW! One of my favorite over-priced but worth it cable companies is doing ITIL. And reaping BIG benefits. Monster Cable. That's right THE Monster Cable. The beginning of today's article deals with a Telco company that has over 50k customers and is in year 3 of ITIL and reaping HUGE benefits. Tough, but worth it. Real world. En.....joy.

Today's Article :: SearchCIO.com

File Download (10:00 min / 9 MB)

0626 Manager's Exam Study tip. (With mock exam question and answer from EXIN)

blokdijk — Tue, 26 Jun 2007 08:00:00 -0400

So today is day 2 of our Manager program exam prep. There was a particular question on the mock exam that seemed to cause some discomfort with our attendees. The speech I gave them has been condensed into today's SMU. So, if you wondered what kind of questions you can expect to see on a Manager exam or you are curious as to how they mark the exams or you just want some info on how to study, today's tip is just for YOU. Enjoy!!!!

File Download (11:14 min / 10 MB)

0625 SFTB: Continuous Service Improvement Part 2: Taking the first step

blokdijk — Mon, 25 Jun 2007 08:00:00 -0400

Today's SFTB (Straight from the book) podcast comes once again from what looks like might just be my favorite v3 volume. Continuous Service Improvement. Last week Wednesday we talked a bit about the "Zero step" as I liked to call it of Identifying the vision, strategy, tactical and operational goals. Today, we recap some of that info and start talking about step 1 which states: "Define what you SHOULD" measure. Sit back relax and enjoy!!!!!

Continuous Service Improvement :: Today's Tome of ITIL goodness

File Download (13:41 min / 13 MB)

0621 Retro-cast: Working in Silos (orignally posted 11-07-2006)

The Art of Service — Thu, 21 Jun 2007 08:00:00 -0400

Hey all! We had a great ITIL awareness course today. During today's course I promised the class that I would post this podcast on the main page so they could find it easier. It deals with the issues and problems of working in silos and contains some great info. Enjoy!!!

File Download (0:00 min / 14 MB)

0619 STRAIGHT FROM THE v3 BOOK: Continual Service Improvement

blokdijk — Tue, 19 Jun 2007 08:00:00 -0400

In the new ITIL tomes there is some really cool information. I've just started my quest to read, digest and present to all of you some of the cool "new" things in the new v3 text. Today, I talk about something near and dear to my process loving heart. CONTINUOUS service improvement. Something most if not all of you forget about. Enjoy!!!!

File Download (12:35 min / 12 MB)

0618 Too much Co2, a late flight, and REAL WORLD FEEDBACK....Straight from the road...kinda.

blokdijk — Mon, 18 Jun 2007 09:06:00 -0400

Hey all! It's late, I'm not tired and I'm STILL buzzing with excitement from the Apollo 13 course I ran today. It's just you, me, a glass of water, some leftover cornbread a laptop and a story!!!! Enjoy!!!

File Download (4:45 min / 4 MB)

Retro-Cast: Discovering and uncovering your CMDB

The Art of Service — Thu, 14 Jun 2007 08:00:00 -0400

Hey all! Retro-cast today. Apollo 13 has got me away from the office and I didn't pack my headset. During the building the rocket stage of the Apollo 13 simulation there are some critical ties back to a good CMDB. I thought this podcast from December of last year was a good one to re-post for you latecomers to the SMU. Enjoy!!!!

File Download (7:00 min / 7 MB)

0613 Rounds 2 & 3 of Apollo 13

blokdijk — Wed, 13 Jun 2007 08:00:00 -0400

So we finished up round 2 and 3 today of the Apollo 13 training session. Wow, what an absolute blast it was. Especially since you need a minimum of 8 to play and we had...........3!!!!!!!!!! My multi-tasking ablilities were taken to the MAX and boy did I learn a lot more. A great experience all around! Have a listen for details!

File Download (7:34 min / 7 MB)

0612 The Joys of Apollo 13 (My firsthand experience)

blokdijk — Tue, 12 Jun 2007 08:00:00 -0400

The title says it all folks. I'm going through the simulation now (FINALLY) and I gotta tell you.....THIS is REALLY cool stuff!!!! How cool? Well, you are going to have to listen.

File Download (5:50 min / 5 MB)

0608 Who wants an "ITIL DIPLOMA??" APMG's cool new points based certification idea.

blokdijk — Fri, 08 Jun 2007 08:00:00 -0400

So, thanks to the powers of ITIL geek-blogs we were made aware of what I think will be a very cool idea. A points based certification structure that allows everyone with an ITIL certification to not only go from V2 to V3 quickly and easily. But also the idea of a new ITIL Diploma and for people with insatiable framework appetites an "Advanced Service Managements Professional Diploma". It would seem that APMG is lending some more credibility to the already sought after ITIL certifications by making it more "University friendly". The link to the blog : http://itilimp.blogspot.com/2007/06/itil-refresh-v3-qualification-scheme.html

ITILimp blog :: WOW! Have a look at THIS!!!!!

File Download (3:22 min / 3 MB)

0607 Application Management, ICT Mgmt & Release and Control: How they fit together

blokdijk — Thu, 07 Jun 2007 08:00:00 -0400

Today's ITIL SMU is a snippet from the Release & Control Course we are running this week. In it we talk about the role that Change, Release and Configuration Management play in requirements, design and build phases of ICT Mgmt and Application Development. You questions answered. Enjoy!

File Download (9:18 min / 9 MB)

0606 V3 Foundation success and....well.....bragging

blokdijk — Wed, 06 Jun 2007 08:00:00 -0400

Today's SMU is quick, short and full of info regarding our latest edition to our extensive framework education service catalog. I can't believe I didn't talk about this earlier. So, I am now. enjoy!!!!

File Download (4:28 min / 4 MB)

0605 RETROCAST: Sneaking in ITIL (original date 06-oct-2006)

The Art of Service — Tue, 05 Jun 2007 08:00:00 -0400

Today's SMU exposes the myth that you have to get approval to start implementing ITIL.........Kinda... It shows how one man, working for Ancestry.com managed to implement ITIL on his own terms WITHOUT approval from upper management. Guess what? He wasn't fired or nuttin! LOL. Another "Grade A" real-world-ITIL-in-action article for you, the loyal podcast listening public. Enjoy!!!

File Download (11:20 min / 11 MB)

0604 Yet another perfect framework union. SOA & ITIL (New article)

blokdijk — Mon, 04 Jun 2007 08:00:00 -0400

For today's SMU we revisit the SOA/ITIL perfect union. In today's SMU we get a bit deeper into the details of what SOA offers to your organization and how ITIL aligns PERFECTLY with SOA to ensure your SOA implementation is actually.....successful! Listen closely loyal podcast listeners. Today's SMU is chock full of mulit-framework goodness. Enjoy!!!

Today's Article :: SOA World Magazine

File Download (10:56 min / 10 MB)

0601 Back to basics (pt 2): Process Owners, Process Managers, Work Instructions and other things people forget about

blokdijk — Fri, 01 Jun 2007 08:00:00 -0400

No long drawn out text here folks. See yesterday's podcast for info. See? Told you!!!

File Download (8:49 min / 8 MB)

0531 Back to basics (pt1): Processes, effective, efficient....what the HECK does it MEAN? Really???

blokdijk — Thu, 31 May 2007 08:00:00 -0400

Ahhh the inspiration of a freshly revamped Foundation course. Brings a tear to my eye. New students, newly updated materials, new adventures and a "new" education specialist taking the helm of the course (while I scrutinize at the back of the class). Part one of this 2 part series takes a look at what ITIL is all about: Effective and efficient processes. But, what the heck do those 3 words REALLY mean? Well, we turn to the ITSMF book Foundations for ITSM based on ITIL for the answer. Gather all your "ITIL n00bs" supposed "experts" around the radio for this one. You may be in for a shock!!! Enjoy!!

Today's book :: MMMMMMMM tase-TAY!

File Download (9:02 min / 8 MB)

0530 Incident Management got you down????

blokdijk — Wed, 30 May 2007 08:00:00 -0400

Today's SMU focuses on some cool ways to keep your Incident management fresh like the morning dew. It comes from ITSMwatch.com (of course) and not only do you get some cool ideas, but you also get a quick tie-in by me to Capacity management. Enjoy!!!

Today's article :: ITSMwatch.com

File Download (7:48 min / 7 MB)

0529 Retro Cast: Destroying the "High availability ain't possible" myth

The Art of Service — Tue, 29 May 2007 02:24:00 -0400

Orignally posted October 18th. School is in session! Today was day one of our in-house ITIL Foundations Open course and as per usual I'm all fired up and excited about introducing ITIL to the masses. Because we have a course going, I thought I would try and do an SMU that covers some of the things we talked about in class. Only problem is, we don't talk about Availability Management until tomorrow morning so, it looks like I'm a tad bit early. Ah well!!!! Today's SMU is all about once again debunking myths. The myth that we're debunking today: Unattainable high availability. This is a long SMU and I had intended to break it up into 2 parts but, well, I just couldn't do that to you loyal podcast listeners out there. There's some amazing stuff in here!!!! Get it while it's hot!!!!

File Download (17:00 min / 16 MB)

0528 SFTB: Back to basics, ITSM Service Quality

blokdijk — Mon, 28 May 2007 08:00:00 -0400

Today's SMU is all about returning to where we started. Driving home the basic concepts that many seem to have forgotten when it comes to IT Service Quality. Not only that, but you get a great non-IT analogy thrown in to boot! Now how's THAT for consistent quality? Hmmmmmmm??????

File Download (11:02 min / 10 MB)

0524 RETRO-CAST: Getting your implementation to the next level using CMMi

The Art of Service — Thu, 24 May 2007 08:00:00 -0400

Hey folks! Burning the midnight oil tonight getting our new V3 materials in order. So, we're pulling a podcast out of the archives for your enjoyment. Today's SMU Retro-cast dates back to last year November. One of the biggest obstacles people new to ITIL have to overcome is how to apply the framework in their business. Today's SMU gives a great real-world way of showing how mature your ITIL implementation is. For anyone who wondered just what CMM (Capability Maturity Model) was, today you get a definitive answer. Not only that but you'll learn how it applies to your ITIL rollout and how it can help you go to the next level.

File Download (11:38 min / 12 MB)

0523 What a CMDB ISN'T and a quick easy view of version/variant for EVEN MORE clarity

blokdijk — Wed, 23 May 2007 02:18:00 -0400

Ohhhh you are going to LOVE today's podcast. Real world discussions/arguments on the CMDB. Versions/Variants. A sneak peek into what we do in our Manager's course (or at least the kind of discussions we have) and an easy-to-digest-real-world-answer on what the heck the difference is between a Version and a Variant. All rolled into one! Enjoy!!! http://blogs.ittoolbox.com/networking/guide/archives/what-a-cmdb-is-not-8945

Today's Article :: blogs.ITToolbox.com

File Download (8:54 min / 8 MB)

0522 ARCI / RACI diagrams: A quick way to formalize roles and responsibilities

blokdijk — Tue, 22 May 2007 08:00:00 -0400

Last week, I had the participants of the Support and Restore Practitioner course do an ARCI diagram on their organization. It was amazing how much clarity it brought to the Incident Management process for them. It was SO informative that I decided to run it today during the Managers' course. Guess what.....same results. What's an ARCI diagram you ask? How will it help me with implementing my processes? Well....I guess you are going to have to listen aren't you? Or....just click the link below this podcast. Either way. I guarentee you'll learn somehting.

ARCI (RACI) Diagram explanation :: Wikipedia....is there anything more fun????

File Download (9:28 min / 9 MB)

0521 SFTB: Bridging the application management gap in ITIL: ASL

blokdijk — Mon, 21 May 2007 02:53:00 -0400

Today's SFTB (Straight from the Book) goodness is lifted from the "Frameworks for IT Management" book and it deals with something we get a LOT of questions about. Application Management. Many an application developer has asked many a question during our courses regarding "What does ITIL say about applications" which is ......well....not much. That's what the Application Services Library Framework is for. So, you are wondering HOW to manage your applications better? Listen in for a quick overview of how ASL might be able to cure the insatiable appetite of your favorite "code monkey". Enjoy!

ASL Info :: Applications Services Library
Today's Book :: Frameworks for IT Managment

File Download (9:33 min / 9 MB)

0517 Retro Cast: Are your customers cheating?

The Art of Service — Thu, 17 May 2007 08:00:00 -0400

Enjoy this tasty little retro-cast from last year concerning ideas for communicating the value of your Interactive Voice Response System (IVRs) to your customers and users. As well as a great idea of HOW you can use it to give you valuable metrics for your IT Service Management initiative

File Download (0:00 min / 10 MB)

0516 The V3 Certification Levels REVEALED.......kinda.....

blokdijk — Wed, 16 May 2007 08:00:00 -0400

It's a bit of an old article but about 12 days ago the 16 strong international examination panel released some info on the new qualifications. What changes will they bring......um......we'll tell you once we finish reading over V3. ;-) Also, be sure to check out the IT Skeptic's article on the Service Catalogue. Good stuff as usual.

Today's Article :: ITSM Watch.com
The cranky-yet-cool IT Skeptic :: Another great article from the non-believing believer

File Download (6:32 min / 6 MB)

0515 ITIL V3 a...er...different opinion

blokdijk — Tue, 15 May 2007 08:00:00 -0400

One thing we love here at Service Management Central is to hear people's opinions. Whether good, bad or indifferent we embrace people's thoughts about ITSM and encourage discussion and criticism. While trolling the Internet we came across an interesting opinion on ITIL V3 and thought we'd share this perspective with all of you? How do you feel about the new version? Feel free to leave us a comment on our website or send us an e-mail. Enjoy!

Today's Blog :: ITpreneurs.com

File Download (7:00 min / 6 MB)

0514 STRAIGHT FROM THE BOOK: Are you STILL running like a factory??? I bet you are!!!!

blokdijk — Mon, 14 May 2007 08:00:00 -0400

Today's SFTB goodness is an excerpt that CLEARLY and EASILY demonstrates the difference between "old world" factory based organization structures and "new world" ITIL bliss process based organizations. It comes from the new Release and Control book by the ITSMF and man oh man is it good. It's amazing how 2 small pages can open up such a wealth of clarity. Enjoy!!!!

Today's Book :: IPRC a Practitoner Guide

File Download (11:45 min / 11 MB)

0508 STRAIGHT FROM THE NEW BOOK. ITSMF Release and Control. Variant vs Version Revisited

blokdijk — Tue, 08 May 2007 08:00:00 -0400

WOW!! The ITSMF have released a new book based on the ITIL Practitioner Release and Control exam!!! It is CHOCK FULL of easy to digest information. Last year, I did a podcast about the difficult-to-understand topic of variant vs version/CI. Well, you'll be happy to know that the ITSMF has given up some new, cool info on the topic. Plus, my own level of understanding has increased too so after we give you the "Straight from the book" explanation I give you my own spin on it. I hope you enjoy the new light we are shedding on the subject!!

Today's Book :: Get it while it's......er...room temperature
The ITSM community forum :: based on today's SMU

File Download (12:18 min / 11 MB)

0502 RETRO-CAST!!!!! Sox Compliance & ITIL

The Art of Service — Wed, 02 May 2007 08:16:00 -0400

hey folks! I have to post a retro podcast today. Loooong days of training foundation and helping to finish up a Managers course in the same day make for a tired, cranky entertrainer. LOL!!!!

File Download (0:00 min / 6 MB)

0501 Ivy League ITIL. U of Penn discusses how they accomplished the impossible. ITIL in a University.

blokdijk — Tue, 01 May 2007 08:00:00 -0400

One of the things I know from experience. ITIL is VERY VERY difficult to implement in a University environment. One of the BIGGEST factors is the at times extreme kingdoms that are built within a University. Silo's are not only used, they are used as a wall to keep "the others" out. So, why did UPenn pack the house at a recent conference in Las Vegas? What did they do? Luckily, we sent our own Bobby William Coooningwoodge to investigate. The UPenn rep. Robert "Buck" Buffington was on hand to give us a peek. Enjoy!!!!

Today's Article :: Mmmmmm Ivy Leage Goodness.

File Download (11:58 min / 11 MB)

0430 STRAIGHT FROM THE BOOK: What is Impact, Urgency, Priority?

blokdijk — Mon, 30 Apr 2007 08:00:00 -0400

One of the heated discussions that happens in EVERY course no matter what level of ITIL certification we train is that of defining Impact, Urgency and Priority and how they can be used to aid the escalation of Problem records. Today, we take a look at the "purist" definitions within ITIL and reveal a single critical sentence that is often overlooked. Then, we flesh it out a bit with the usual "EnterTrainer" enthusiasm. Enjoy!

File Download (12:27 min / 11 MB)

0427 Homework Friday: Do you REALLY know what bureaucracy means?

blokdijk — Fri, 27 Apr 2007 08:00:00 -0400

WOW! I'm getting flooded with ITSM questions and requests. Look out next week for me to answer them as promised here on the SMU. For now, I have a very interesting homework assignment for all of you that you can do to people whenever they bring up the word "bureaucracy". Trust me, you are going to love it. Take care@!!!!!

File Download (2:18 min / 2 MB)

0426 Attack of the IPAD! A rundown and of course opinions on the ITIL Practitioner exams

blokdijk — Thu, 26 Apr 2007 08:00:00 -0400

Just got back from the IPAD (ITIL Practitioner, Agree and Define) release party. The IPAD exam tests your knowledge (and endurance) of Service Level Management, Financial Management and the relationships the processes have between each other and with other ITIL disciplines. Today, I give a bit of a "rant" on the positioning of the exams and the importance they could and well SHOULD have with all of you. Enjoy!!!

File Download (13:31 min / 12 MB)

0425 A Thank you and a history lesson

blokdijk — Wed, 25 Apr 2007 08:00:00 -0400

Today is Anzac Day (Australia New Zealand Army Corps). For those not in the know it is like Memorial Day in the U.S. The whole of Australia pauses to remember those that have fallen before us so that we can take advantage of the freedoms we hold today. Like Memorial Day last year, I'd like to take time out in this podcast to remember those people. Thank you to all of you. We shall return tomorrow with the usual SMU. You'll find a quick history lesson inside. Enjoy!!!

Anzac Day :: Brief history of Anzac Day

File Download (4:23 min / 4 MB)

0424 Don't be afraid to ask...Podcast "Road Edition"

blokdijk — Tue, 24 Apr 2007 08:00:00 -0400

Today's SMU deals with something that happened today during the custom one day Service Level Management course we ran for a MAJOR player in the construction materials business. They have some really REALLY cool "SLAs" and statistics already but want to do things....BETTER. Today's SMU is a small snippet of what we spoke about and something that a lot of you out there probably forget when it comes to implementing this framework. Enjoy!!!

File Download (8:20 min / 8 MB)

0423 STRAIGHT FROM THE BOOK: The lonliest most IGNORED process.

The Art of Service — Mon, 23 Apr 2007 08:00:00 -0400

One of the activities of today's ITIL SMU:Straight from the book edition is simple, fair AND realistic. So why are so many of you not doing it? What is it? Well, you have to listen to find out....MWA HA HA HA HA HA!!!!!

File Download (11:13 min / 10 MB)

0420 Homework Friday....kinda

blokdijk — Thu, 19 Apr 2007 17:30:00 -0400

File Download (3:13 min / 3 MB)

0419 Oh what a feeling! The "process-process". ITIL principles disguised in a car factory.

blokdijk — Thu, 19 Apr 2007 04:02:00 -0400

WOW! I have finally found an article that REALLY drives home the ideas and passion that I have about my favorite little framework. The weird thing? This article has NOTHING to do with ITSM. Or DOES it?????? Today's ITIL SMU comes from an article written about why Toyota is such a successful car company. About why Toyota is CREATING jobs in my old home country of the U.S. of A. It gives some insight into WHY it is crushing its competition. Compelling, interesting and.....er.....groovy man. Enjoy http://www.fastcompany.com/magazine/111/open_no-satisfaction.html

Today's article :: Fastcompany.com

File Download (10:41 min / 10 MB)

0418 Some suggestions for starting Capacity Management

blokdijk — Wed, 18 Apr 2007 03:57:00 -0400

Today's SMU comes to us from ITSMwatch.com. It's just a quick excerpt from an article called "Bringing ITIL to Life:Automating Capacity Management". I decided to focus on the getting started section but there is some really cool info on Capacity Management automation in the article as well. Check the links below this podcast at our podcast site (www.theartofservice.com/podcast) to view the entire article. Enjoy!

Today's article :: ITSMwatch.com

File Download (7:28 min / 7 MB)

0417 PART 2: Service Agreement Timeframes: What's Too Long? Too Short? Just right?

blokdijk — Tue, 17 Apr 2007 05:48:00 -0400

As promised the final part of yesterday's ITIL Service Agreement Goodness. I think....wait.....I KNOW you are going to enjoy the clear, concise specifications that ITSMF Netherlands suggests as guidelines for Too Long, Too Short and Just Right. Now, who loves you ITIL heads more than us? That's right no one! Enjoy!!!

File Download (11:06 min / 10 MB)

0416 STRAIGHT FROM THE BOOK!!(pt1) 7 Factors that influence the duration of your Service Level Agreements

The Art of Service — Mon, 16 Apr 2007 08:00:00 -0400

Not only do you get some cool, "straight from the ITSMF horse's mouth" info today on things that could adversely affect the creation of your SLAs but you also get to here me sing a bit. Badly. For a millisecond. LOL!!! Today's SMU comes from the excellent ITIL supplementary tome written by the ITSMF called "Service Agreements: A Management Guide". Today, we focus on the 7 areas that could help to derail your SLA initiative. Tomorrow, we give you SPECIFIC TIMEFRAMES that this book considers to be "too long, too short, or just right" for the development of your Service Agreements. Yes, and it's still free to you. (But yes it would be nice if you clicked the link and bought the book as there are 82 pages of goodness waiting for you). ENJOY!!!!

Today's Book :: It's small, cheap and GOOD like a stick of gum!

File Download (10:13 min / 9 MB)

0413 Nothing special here but BIG things happening at Service Management Central

The Art of Service — Fri, 13 Apr 2007 08:00:00 -0400

File Download (1:55 min / 2 MB)

0412 Straight from another book! Service Agreements!

The Art of Service — Thu, 12 Apr 2007 08:00:00 -0400

Next week we're giving a 1 day Service Level Management workshop for one of our customers. While refreshing our material I decided to do some research into some of the newer ITSMF publication to see if there was something cool I could use as a reference. I thought you all would enjoy this. It's called "5 Myths of Service Management". Some good stuff. Enjoy!!!!!

Today's book :: Service Agreements: A Management Guide

File Download (11:15 min / 10 MB)

0410 STRAIGHT FROM THE BOOK/EXAM: What is an IT Service & the new Practitioner Practice Exam!!!

The Art of Service — Tue, 10 Apr 2007 08:00:00 -0400

Today's ITIL SMU is so full of useful AND useless information I just don't know what to do with myself. So, I guess I'll just tell you why I'm all excited: 1. It contains a "Straight from the book" example on what an IT service is. (No really it does!!!_ 2. Today's podcast was initiated by me taking/reviewing the mock exam for the new ITIL Practitioner:Agree & Define Exam. 3. It gives you some straight from the book & straight from the exam info on how you will be tested AND how to apply the information you find in the books to the exam 4. We've done over 100 podcasts! 5. This number comes after 4 6. This number is between 5 and 7 7. See? Told you the previous number was between 5 & 7!!!! Enjoy!!!

File Download (13:51 min / 13 MB)

0409 Retro Cast: Service Oriented Architecture & ITIL. Like Crocket and Tubbs

The Art of Service — Mon, 09 Apr 2007 08:00:00 -0400

We'll be back with the regular podcasts tomorrow. Here's an oldie but goodie that went OFF THE CHARTS last year. Due to the OVERWHELMING response to our last SOA/ITIL article we decided to give you more of what you want. Not only does this article once again show how well these two frameworks work together but specific examples are given by a real world SOA implementer. Remember folks, this article WASN'T written by an "ITILhead" but from the perspective of someone who is an SOA guru. ENJOY!!

File Download (0:00 min / 9 MB)

0406 Retro Cast: ITIL Gump

The Art of Service — Fri, 06 Apr 2007 08:00:00 -0400

Ahhh what the heck!! It's Friday, we're on a 4 day weekend and we've got HEAPS of new listeners. Here's an old school favorite. The ITIL Gump sketch.

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0405 A bad french accent, a movie reference and 5 easy steps to better IT to Business communication

The Art of Service — Thu, 05 Apr 2007 08:00:00 -0400

Today's ITIL SMU is yet another fantastic, outstanding, poignant, etc etc example of how 5 little ideas can create a powerhouse effect on the lack of communication between IT and the business. Yes, that's right 5 easy to follow steps....AND a badly imitated french accent....AND...a cool movie quote. All wrapped up in today's SMU. ITIL heads REJOICE!!! The humor is BACK!!!!!!! And STILL not funny!!! LOL

Today's article :: CIOupdate.com

File Download (11:56 min / 11 MB)

0404 Incident Management and Workarounds....the mystery revealed.

blokdijk — Wed, 04 Apr 2007 08:00:00 -0400

Hey you crazy ITIL podcast kids!!!! There were some throrough discussions today dealing with workarounds. It was such a good "question grilling" session that I decided to dedicate today's podcast to the subject. Enjoy!!!!

File Download (11:05 min / 10 MB)

0403 Addressing the PEOPLE issue.......again! Getting them involved!

The Art of Service — Tue, 03 Apr 2007 08:00:00 -0400

Today's ITIL SMU article excerpt comes from a place I haven't visited in quite some time. SearchCIO.com. In it, it lists some ideas you can use to get those stubborn non-believers on board. Not only does it contain some cool information but you get a little past history on me the EnterTrainer. Enjoy!!!

Today's article :: Searchcio.com

File Download (12:07 min / 11 MB)

0402 STRAIGHT FROM THE BOOK: Buying Software - A Best Practice Approach

blokdijk — Mon, 02 Apr 2007 08:00:00 -0400

You read the title correct loyal listeners. There is a "best practice" approach to buying software. No, I'm not reading from the ITIL books. Yes, it is a Prince 2 methodology. Yes, it's full of "common sense-isms" just like ITIL. Yes, it's just a highlight. Yes, we are giving a 5% discount for this book at our website just by using the coupon code "cast07" (no quotes). So for those of you who have been wondering how to find the right tool for your ITIL implementation, here's a great methodology to use to get you started! Enjoy!!!

Git yer software here! :: Today's excerpt
ITIL Software perspective ::
MMMMm more software frameworks :: ASL

File Download (0:00 min / 12.3 MB)

0330 Homework friday (I feel like Oprah)!!!!

The Art of Service — Fri, 30 Mar 2007 08:00:00 -0400

Oprah gave away free cars.....we're giving away LOADS of do-it-yourself templates and fact sheets and books for those who attend our courses here at Service Management Central. Today was the first day we did it and MAN does it feel good!!!!

File Download (2:58 min / 3 MB)

Microsoft gives a name to their Service Desk software and things get interesting....

The Art of Service — Thu, 29 Mar 2007 08:00:00 -0400

It's officially official. Micro$oft have finally have a name for their Service Desk/ITSM software suite. We'll be seeing it (in beta form) in about 30 days. http://presszoom.com/story_126723.html

Today's info ::

File Download (2:44 min / 3 MB)

0327 From a Novell shop to a Microsoft Shop. Change beats skills shortage!

The Art of Service — Tue, 27 Mar 2007 08:00:00 -0400

WOW! Today's ITIL SMU is chock full of real-world goodness. Not only does today's article highlight a success story with a typically bureaucratic government agency, it also sneaks in a bit of ITIL while doing so. A government agency in Australia recently changed their ENTIRE Novell based back end to Microsoft! Talk about a headache!!! So, why is the branch manager smiling about it? Ohhh, I think you know why..... ;-)

File Download (8:01 min / 7 MB)

0326 STRAIGHT FROM THE BOOK! The IT Strategy Management Process

The Art of Service — Mon, 26 Mar 2007 08:00:00 -0400

Implementing an IT framework? ITIL, Cobit, SOA, LMNOP, QRSTUV, WXYZ??? STILL having problems? Wish there was some way to manage all of your IT frameworks? Well, today we have a suggestion that you might like....A LOT!!!!! In today's highly informative podcast, we not only talk about common challenges (root causes even!!!) to all IT departments but how ITSMP can be the solution!!! Oh, and it's all for free!!!!!! Why? Because we love you?

The book highlighted today :: The IT Strategy Management Process
But wait!!! There's more!! :: Implementing Leading Standards for IT
Now how much would you pay! :: Managing Successful Programmes

File Download (19:28 min / 18 MB)

0320 Q&A Tuesday! Your Capacity Management Questions ANSWERED!

The Art of Service — Tue, 20 Mar 2007 08:00:00 -0400

Special thanks to the loyal ITIL podcast listeners who have stepped out of the ITIL shadows to ask some good ITIL questions. Today's SMU answers the questions sent in by several loyal listeners about the role Capacity Management plays when bringing in new systems to the infrastructure. Not only do you get my usual semi-entertaining ramblings, but you also get another straight from the ITIL Service Delivery book answer! All for FREE!!! Why? Well, because we love you that's why. Enjoy!!

Get your own! I've got my own! :: The gloriously cook "red book"
Little fish? Big pond? NO problem :: We've got you covered
What's Operations Management :: Find out now. Click here!!!

File Download (11:26 min / 11 MB)

0319 STRAIGHT FROM THE BOOK!! Availability Metrics

The Art of Service — Mon, 19 Mar 2007 08:00:00 -0400

Today's straight from the book ITIL SMU comes courtesy of Availability Management. A hot topic in all level of ITIL Certification courses we provide is on how to calculate "how we're doing" when it comes to Availability issues. Fear not my ITIL loving loyal podcast listeners. There actually ARE some suggestions WITH ADVANTAGES AND DISADVANTAGES right in the book. That's right folks, you read me correctly. Right in the book! Enjoy!!!

File Download (11:24 min / 11 MB)

0316 Homework Friday

The Art of Service — Fri, 16 Mar 2007 08:00:00 -0400

Today's ITIL SMU is a quick, short, less than two minute bundle of joy. It's time for the weekend folks and your homework assignment is light, fluffy and low calorie! Enjoy!

File Download (1:57 min / 2 MB)

0315 The "Touchy-Feely" People Podcast!

The Art of Service — Thu, 15 Mar 2007 08:00:00 -0400

I was inspired by yesterday's ITSMF quarterly meeting in which both presentations focused on organizational change and the people aspect of ITSM. Enjoy!!!

File Download (13:15 min / 12 MB)

0314 Program Management and Change Management (Part 2 of 2)

The Art of Service — Wed, 14 Mar 2007 08:00:00 -0400

Hey folks...this is it. Part 2 of our....uh...2 part ITIL series of the dividing line between Project Management and ITIL Change Management.

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0313 Your questions....ANSWERED! Defining the line between Change & Project Management

The Art of Service — Tue, 13 Mar 2007 08:00:00 -0400

WOOO HOOOO!!!! Today we do our first official "ITIL burning questions" episode and I'm really, REALLY excited. Today's ITIL SMU helps to bring a little more clarity to the question "Where does Change Management end and Project Management begin?". A fantastic question from a fantastic regular listener. For those of you who have the blue ITIL Service Support book, go and get it. We've got something special to show you!!!

Come visit us :: Stay a while, have some coffee...buy some books!

File Download (11:06 min / 10 MB)

0312 STRAIGHT FROM THE BOOK!!! Thresholds, Alarms and other pro-active things!!

The Art of Service — Mon, 12 Mar 2007 08:00:00 -0400

Guess who's back???? Fresh from a motivating and relaxing fast track ITIL Managers course, we hit the ground running today with a Capacity Management concept that is overlooked far too many times. It amazes me that even the most seasoned ITIL veteran forgets how the monitoring activity in Capacity Management can help them be more proactive in providing services to the customers. How so you might ask? Well my ITIL-heads, have a listen to find out!

Bust a cap in your implementation... :: Capacity Management that is...
Gotta catch em all :: The entire series

File Download (9:20 min / 9 MB)

0228 More FREE answers to your questions.

blokdijk — Wed, 28 Feb 2007 08:00:00 -0500

Thank you very much for those of you who sent your ITIL questions to us at podcast@theartofservice.com. Many of you have asked where you can find some free information about ITIL implementations. More specifically, HOW do OTHER people in the market do it? Well, that is a huge challenge but, if you listen to this podcast of ITIL goodness, we'll give you a direct link to real ITIL people answering real ITIL questions. Enjoy!!!!

ITIL Community :: Real people, real info, real good.
ITIL Community Forum ::

File Download (6:11 min / 6 MB)

0227 ITIL Refresh Myths Exposed. Straight from the source.

The Art of Service — Tue, 27 Feb 2007 08:00:00 -0500

For those of you not in the know, there is an official ITIL Refresh newsletter that is going out via e-mail and hard copy via snail mail. In it contains vital information as to the truth behind the ITIL refresh. In today's SMU, we take an excerpt from the last page of the first newsletter that went out concerning the ITIL refresh. We present to you the to 5 myths of the ITIL refresh.

Today's Article :: Get your news straight from the source
Get a head start :: V3 books...NOW
Pre-order :: Service Strategy
Pre-order :: Continual Service Improvement

File Download (7:33 min / 7 MB)

0226 STRAIGHT FROM THE BOOK!!! (What to put in your Service Agreement (SLAs)

blokdijk — Mon, 26 Feb 2007 08:00:00 -0500

Confused about what information you should put into your Service Agreements? Well wonder no more. Today we give you a quick, easy, 7 point response to that common ITIL question straight from an ITSMF publication that focuses on Service Agreements. After which we break down EACH point (6 out of 7 anyway) and give you more FREE info to aid you in reaching ITIL nirvana! And to think, all you had to do is give up 10 little minutes of your time! Who love ya???? WE DO!!!

Today's Article :: MMMMMM knowledge. Tastes like freedom!
Get the kit :: 'Cuz you need that.....

File Download (10:16 min / 9 MB)

0223 You've got buring questions.....we'll give you buring answers (Homework Friday)

blokdijk — Fri, 23 Feb 2007 08:00:00 -0500

This podcast is special for 2 reasons......both of which mean you will actually have to LISTEN to the podcast to know what that is. Homework Friday will never be the same again!

File Download (3:51 min / 4 MB)

0222 ITIL "Safety Tips" to ensure the longevity of your ITIL Implementation

blokdijk — Thu, 22 Feb 2007 08:00:00 -0500

Today's SMU comes from ITSMwatch.com. One of my favorite places on the web for real word info on the "How to do ITIL". It discusses several ITIL safety tips based on the Service Support processes. Not only is there some amazing information, in today's podcast, but there is also a blooper that I decided to leave in for your amusement. Podcasting on the road has some unique ambient noise challenges... .......... Enjoy!!!! Today's Article:http://www.itsmwatch.com/itil/article.php/11700_3657446_1

Today's Article :: ITSMwatch.com
Get some perspective :: Clues are easier to find than you think
A house is nothing :: Without a good foundation......
Got plans? :: So does this!!!

File Download (10:20 min / 10 MB)

0221 Free service catalog templates for EVERYONE WOOO HOOO!!!

blokdijk — Wed, 21 Feb 2007 08:00:00 -0500

Today's ITIL SMU is all about open source service catalogs. It would seem that a major player newScale Inc. has decided to sponsor an open source website that encourages people to submit and critique service catalogs and templates. For those of you out there who are struggling with this, your ITIL prayers have been answered! How cool is THIS???

home.businesswire.com :: Today's article
More than just a service catalog :: All the templates you need for Service Level Management....and then some!
Mindmaps :: Made in the mind....displayed on paper

File Download (7:24 min / 7 MB)

0220 A whitepaper, Novell and a new player in the ITIL space.

The Art of Service — Tue, 20 Feb 2007 08:00:00 -0500

Today's snippit of ITIL goodness comes from Gridtoday.com. It highlights a new service offering offered by Novell that is "blueprinted" or based on ITIL principles. Following the article is a white paper that explains what they are trying to achieve. I have to tell you, it sounds pretty cool. Not only does the white paper have some good basic info on their ITIL based product(s). But you could also use it to help communicate to your business the value of ITIL for your own implementation.

Gridtoday.com :: Today's article
The whitepaper :: Novell's infamously cool whitepaper.
Frameworks for ITSM :: Cobit? CMMi? ITIL? LXMFD?? What to chose?
Learn to speak "Microsoft ITIL" :: MOF pocket guide

File Download (9:54 min / 9 MB)

0219 STRAIGHT FROM THE BOOK!!! Application Sizing

The Art of Service — Mon, 19 Feb 2007 08:00:00 -0500

A hot topic lately in our ITIL Foundation courses is on the meaning and value of Application Sizing. It seems that this ITIL term confuses a lot of people. Well, to help clear the air, we decided to dedicate today's straight from the book podcast on that very topic. You know, it's amazing what you learn about ITIL when you actually READ the books!

Half the calories of the book form :: Same great taste!!
Capacity Managment with an ISO20k perspective :: Nothing like a good book!
This kit is better than K.I.T.T. :: Knight Rider reference aside, some good stuff here!!!!
Informative AND it makes a good hand to hand weapon :: The original

File Download (7:29 min / 7 MB)

0216 Using Availability Management to eliminate Incidents in 6 steps

The Art of Service — Fri, 16 Feb 2007 08:00:00 -0500

Saving the best for last, today's SMU retrospective is a podcast that went mostly unnoticed due to the newness of podcast site. Today's real-world-do-it-yourself article gives you yet another fantastic six step program for reducing incidents in your organization. Had problems trying to figure out just how to reduce your MTTR (Mean Time To Repair)????? THIS is the article for you. Another egg-sa-lent article that not only shows HOW to do it, but it also shows how the processes are dependent upon each other. Not many people realize or understand how important Availability Management is in relation to Incident Management.

Today's Article :: ITSMwatch.com
For the die-hard incident manager in all of us :: Incident Management Kit
The whole shebang!!! :: ITIL Service Support
Increase your availability NOW!!! :: Availability Management Kit

File Download (14:03 min / 13 MB)

0215 Configuratoin Managment STRAIGHT FROM THE BOOK: Ci or Variant revisited

The Art of Service — Thu, 15 Feb 2007 08:00:00 -0500

File Download (8:25 min / 8 MB)

0213 Governance and business need. (podcast retrospective with special guest "Dougennem" from the north pole.)

The Art of Service — Tue, 13 Feb 2007 08:00:00 -0500

Our favortie "Elf from the hood" stops in to help us out for today's podcast retrospective. It's all about questions you should ask to build your business case for ITIL or ANY other framework. What do you get when you mix a great article riddled with sarcasm, guest voice Mr. Announcer guy, and dash of EnterTrainer wit???? Why, you get today's SMU that's what! Today's article deals with IT governance in general. There is nary a framework acronym found in it. What it DOES contain is some of the best "focus on what the business needs are" information I've ever seen. This article is bursting at the seams with real-world-honest-to-goodness thought process that each and EVERY one of you loyal listeners NEEDS to ask yourselves. Whether it's ITIL, Cobit, CMM, Six Sigma, or whatever you are doing or plan on doing. Before you even get started you MUST read/listen to this article. And you know what? It tastes even sweeter cuz it's FREE!

The article from today's podcast :: Computerworld.com

File Download (14:42 min / 14 MB)

0212 How ITIL sits with all the other frameworks (podcast retrospective)

The Art of Service — Mon, 12 Feb 2007 08:00:00 -0500

Hello all! Mr Announcer Guy here! The EnterTrainer is out doing an in-house course and due to increased commitments, (and lack of internet access remotely) he has been unable to bring you your daily dose of podcast goodness. Over the next 3 days I will be bringing you some "best of" podcasts that we feel hit the mark on some of the hot topics out in the market. For those of you who are regular listeners, you may have heard this material before. For those of you who are new, WELCOME! These podcasts will save you from having to drill down in our website to find all their real world goodness.

The original article from where this podcast came from :: IT business edge

File Download (9:36 min / 9 MB)

0209 Homework Friday

The Art of Service — Fri, 09 Feb 2007 08:00:00 -0500

The title says it all!!!

Today's homework assignment ::

File Download (1:05 min / 1 MB)

0208 Overcoming Resistance

The Art of Service — Thu, 08 Feb 2007 08:00:00 -0500

Today's SMU is an excerpt from a lengthy article found in the dark corners of the Internet. It is an ITIL article written for an Insurance website. I know, ITIL & Insurance???? What do they have in common? A lot more than you think. The focus of today's slice of ITIL goodness is on overcoming resistance. A perfect compliment to yesterday's culture change focus. Real world people, with real world ideas about ITIL. Makes you feel all warm inside doesn't it??

Today's Article :: Insurancenetworking.com
Enabling Change :: Feed the need for knowledge
Change....NOW :: Adapt...overcome...succeed. Get a fat raise!
Managing Successful Programs :: Sure beats managing failure programs!!!

File Download (7:52 min / 7 MB)

0207 Culture Change, ITIL v3 and real world ITIL results

The Art of Service — Wed, 07 Feb 2007 08:00:00 -0500

Today's SMU is a triple whammy. Short, sweet and chock full of real-world ITIL info from people who have done it. Culture change is one of the hardest things about implementing our favorite little framework. Today's article brings it to light, albeit briefly.

Today's Article :: Computerworld.com

File Download (6:38 min / 6 MB)

0206 Straight from the horses mouth!!! ITIL v3 Update

The Art of Service — Tue, 06 Feb 2007 18:26:00 -0500

On the 29th of January a press release went out from EXIN and the ISEB about their decision to align with the APM Group (the new torch bearers of ITIL). Today's SMU deals with what I think is the most important paragraph in the press release!

The Press Release ::

File Download (4:26 min / 4 MB)

0205 - The return! Straight from the book: How charging can hurt you.

The Art of Service — Mon, 05 Feb 2007 08:00:00 -0500

Guess who's back? Back again? We are back! Tell a friend! It is the return of the SMU and all of us here are delighted, excited and several other words that end in "ed" to be back!!! Today, it's back to normal with "Straight from the book" Monday. This ITIL SMU is comes from the Service Delivery book. It is a case-study scenario that shows how charging can hurt a business if not done properly. Enjoy!!!

Go all the way with it :: Finance for ISO20k
Everything you need :: And a few things you don't
Service Level Management Kit :: All the documents. And I mean ALLL of them

File Download (7:15 min / 7 MB)

0111 Hooray! The Manager's exam is over!!!!

The Art of Service — Thu, 11 Jan 2007 00:09:00 -0500

We apologize for the delay in podcasts, we were doing some server migrations and upgrades and some of our podcasts were lost in the shuffle. For the next few days I'll be re-posting some of the information. Enjoy!!!

File Download (1:58 min / 1.8 MB)

0105 Homework Friday!!!! (Part 3)

The Art of Service — Fri, 05 Jan 2007 08:00:00 -0500

If I had to come up with a title for today's SMU it would be: "The Art of Service....ITIL Unplugged". Why? Well, because this is just a stripped down short, no intro, no filler podcast. What does that mean? Well, listen and see...er....hear. ITIL! ITIL! ITIL! OI! OI! OI!

File Download (1:43 min / 1.6 MB)

0104 Process and Procedures (Part 2)

The Art of Service — Thu, 04 Jan 2007 08:00:00 -0500

Sorry for the delay. As you will here from today's SMU we're doing some data migration getting ready for some changes here at The Art of Service (you special ITIL place on the web). As such, we had a complete ban on uploading new files to the server. FEAR NOT!!! We are back on the air and I've also just finished taking my ITIL Manager Service Delivery exam today. My brain.....hurts. Anyway, picking up where I left off from here is part 2 of our 3 part Forrester research paper. Enjoy!!!

File Download (7:37 min / 7 MB)

0103 People and Organization: Indirect ideas for direct results (Part 1)

The Art of Service — Wed, 03 Jan 2007 08:00:00 -0500

Today's SMU comes from a white paper from Forrester Research entitled: Thirty-One Best Practices for the Service Desk. In it, they address some key elements of success when trying to reach the ITIL nirvana of a high customer satisfaction rating. The white paper is about 15 pages long and I highly recommend it. For today's slice of ITIL heaven, I take a mere 3 points out of the "Best Practices for People and Organizations" that, in my opinion are too often overlooked in EVERY company I have worked with/for in the past. The amazing thing is, these ideas are a lot easier than you think.

Today's Whitepaper of goodness :: Thirty-One Best Practices for the Service Desk
Get some perspective :: Business perspective that is!
Ops Management :: Management of Operations

File Download (11:43 min / 10.7 MB)

0102 ITIL helps to eliminate "Blamestorming"

The Art of Service — Tue, 02 Jan 2007 08:00:00 -0500

New word added to the dictionary of geek terms. "Blamestorming". Isn't it great?? What does it mean? Well, I guess you'll have to listen to find out!!!! Today's SMU shows not only how effective ITIL can be for large organizations but it also shows how well it can work when the right tool is selected for the right job! Oh....and......HAPPY NEW YEAR!!!!!!!

Today's Article :: www.techweb.com

File Download (9:26 min / 8.7 MB)

1229 "Elf-Cast" Homework and Goodbye!

The Art of Service — Fri, 29 Dec 2006 08:00:00 -0500

Well, I guess that's it for Dougie and I. We're going to miss you loyal listeners. We hope you've learned something. We know we have. We'll see you next year......(sniff)....I'm not going to cry...(sniff)....nope...(sniff)....why did I just type that????

ISO20k :: It's good.....even for elves!!!

File Download (2:08 min / 2 MB)

1227 "Elf-Edition" Straight from the book: Planning to Implement ITSM

The Art of Service — Wed, 27 Dec 2006 08:00:00 -0500

One of the things that just annoys me down to my little elven toes it that people don't get FULLY involved in all of the FABULOUS books of ITIL. They only focus on the Service Support and Service Delivery books and then wonder why they have problems implementing it. HELLLLOOOOO PEOPLE there's a BOOK called PLANNING TO IMPLEMENT IT SERVICE MANAGEMENT!!!! (sigh....why did I just type a sigh???) So anyway today's SMU goes outside of the usual and gives you some really cool information found in one of the annexes of the Planning to Implement book. If you've had trouble explaining the benefits to the suits, here's your answer!!

Today's Fabuloussssss Book :: Planning to Implement SSSServicccce Management

File Download (8:05 min / 7.4 MB)

1222 Elven Homework Day

The Art of Service — Fri, 22 Dec 2006 08:00:00 -0500

The usual folks. A quick review of some of our previoussss oussstanding podcastssss. Dougie and I will have a great "Straight from the book" article for you on the 26th after the holidays. Till then!!!!

Today's "homework" :: MMMMMMM availability

File Download (1:19 min / 1.2 MB)

1221 "Elf-Cast" Playing the Game of ITIL (With special guest from the North Pole)

The Art of Service — Thu, 21 Dec 2006 08:00:00 -0500

Hey all you fabulous people out there! It's me! Samuel Elfenheimer the "happy elf". The EnterTrainer is up at the North Pole with the rest of the Art of Service crew helping Santa get through a few process issues. Doug "Dougenemm" Morris and I are holding down the fort for the holiday's. Don't worry, even though we're elves we're both well versed in the theory of ITIL and have some FABULOUS things to pass on to you. We're so excited!!!!! Have a listen!!!!

Today'ssssss Article :: It'ssssss jussst fabuloussssss

File Download (8:15 min / 7.6 MB)

1220 You've got questions. I got answers. (Limitations of ITIL)

The Art of Service — Wed, 20 Dec 2006 01:26:00 -0500

Today's SMU excerpt article is another one of those really cool Q&A type of articles that address many common questions people have with ITIL. I've lifted the following questions and answers: 1. What are the limitations of ITIL? 2. Should some companies avoid ITIL? If so, please characterize. 3. What size investment does a company typically have to make to adopt ITIL? It's the holiday season so I figure you just need something fast and informative....you get both today!!! Enjoy!!!

Today's article :: baselinemag.com

File Download (7:14 min / 6.6 MB)

1219 It doesn't get more real world than this.

The Art of Service — Tue, 19 Dec 2006 08:00:00 -0500

While helping an attendee during the ITIL Manager Course today I stumbled upon this OUTSTANDING document written by a real-world project manager who was selling the benefits of ITIL to a well known local University. Today's SMU is very short but it is chock FULL of real world content. Below is a link to the Google search that lead me to this really cool discovery. When you click the link, scroll down to the bottom of the page and click on the "Preparing for Success" link. I promise you, you won't regret it. How's THAT for real world?

The google search I ran that lead me to the discovery. :: 3 words searched, 13 pages of real-world info FOUND!!!!!!

File Download (3:48 min / 3.5 MB)

1218 Straight from the book: Vital ITIL (Where to start for small scale implementations)

The Art of Service — Mon, 18 Dec 2006 08:00:00 -0500

No you are not mistaken. Today's SMU title reads exactly like the name of an old Billy Idol album (Vital Idol)!!!! However, THIS vital ITIL is more useful. That is unless you are trying to throw and 80's party then....not so much. Today's slice of ITIL heaven gives light to one of the biggest questions we get from small business owners. "Where do I start?" The real answer is "Anywhere you like" but, luckily, in the new book published by the ITSMF international, they take all that real world experience and give you a fantastic suggestion. The best part about the "Small-scale Implementation" book is: It's only 98 pages!!!! Enjoy!

Today's excerpt comes from here :: It's not the size of your business that counts. It's how you use it!
The King Kong of planning :: The original "Planning to Implement" book
Vital Idol :: See? You thought I was joking didn't you?

File Download (7:39 min / 7 MB)

1214 SOX compliance made easy.....via ITIL.

The Art of Service — Thu, 14 Dec 2006 08:00:00 -0500

Today's SMU is a short but sweet one. It tells the happy tale of a real world customer who implemented ITIL and found out that SOX compliance wasn't all that hard after all. Short, sweet, to the point and filled to the brim with framework goodness!!!!

Today's Article :: Techworld.com

File Download (0:00 min / 5.7 MB)

1213 ITIL Version 3 update...and a bit of a soapbox rant from me.

The Art of Service — Wed, 13 Dec 2006 08:00:00 -0500

Today's SMU kinda-sorta-possibly-maybe got under my skin a bit. It is an article about the changes coming to ITIL with the new ITIL v3. There are some statements and comments, mostly from VENDORS about ITIL that annoyed me a bit. So, I had to disect them a little bit. ;-) Enjoy!!!!

Today's article :: Computing.co.uk

File Download (10:25 min / 9.6 MB)

1212 Examples of Bad Metrics and Good Metrics

The Art of Service — Tue, 12 Dec 2006 08:00:00 -0500

How do you follow up yesterday's ultra-popular (the stats were astronomical) podcast? Well, with another real-world, are-you-really-getting-the-most-out-of-your-metrics excerpt from the new "Metrics for IT Service Management" book we just added to our extensive library. The most amazing thing....this podcast just covers a mere 2 pages of information in this tiny little book. If you've every wondered how you should run your metrics, this is for you. WARNING: The content mentioned in this podcast could cause severe depression in those that are running metrics in the "bad" way. The good news is......you can actually change that!

Today's excerpt :: Metrics for IT Service Management....WOOO HOO!!!
MMMM....more metrics :: Metrics with ISO20k in mind

File Download (8:34 min / 7.9 MB)

1211 From the book: Configuration Item (CI) or Variant?? General guidance when building your Configuration Management Database

The Art of Service — Mon, 11 Dec 2006 08:00:00 -0500

Let's say you have 2 drives in the same machine that are almost exactly the same. One drive has a small performace tweak on it. Should you classify this as a seperate CI??? Today's SMU deals specifically with this common ITIL brainbending argument. If you are building your CMDB now or are making plans or heck, you've even got one in place, this article is for you. Enjoy!!!

Get a head start on your Config initiative :: All the documents
Today's snippet :: Service Support CD
Ditto :: Service Support Book
Test out early :: ITL Practitioner practice exam

File Download (7:34 min / 6.9 MB)

1208 A final homework assignment and a warm welcome.

The Art of Service — Fri, 08 Dec 2006 08:00:00 -0500

Hey all! Today's SMU is directed at those that were in the course today (welcome!) and the many new arrivals reflected in our statistics (err.....welcome to you too!!). During the 3days of "Foundation Wonderfullness" we touched upon many subjects that are covered in the link provided below. I hope my new attendees find the information as informative as the regular listeners who have provided feedback to us already. For those of you who are already regular listeners, take a day off, or have a listen to some of the podcasts you may have missed!!!! New content resumes on Monday! Take care!

Silos, Sigma, and other things starting with "S" :: Relevant info for relevant people

File Download (2:04 min / 1.9 MB)

1207 Uncovering Your Own CMDB (The Truth About Configuration Management)

The Art of Service — Thu, 07 Dec 2006 08:00:00 -0500

Once you understand what the CMDB really is, you can start to think about uncovering your own repositories of information. Today's SMU gives you some outstanding "startup" ideas for getting your Configuration Management Database off the ground. I've only taken a small part of this article and I highly recommend you read over the whole thing. This article destroys many myths and mysteries found in the secret world of Configuration Management.

Today's article :: ITSMwatch.com
Get a head start on your CMDB :: Templates rule!
ITIL says "what" this shows "how" :: Implementing Service Support

File Download (7:25 min / 6.8 MB)

1206 Important questions to ask your IT organization (and other reasons to adopt ISO20k)

The Art of Service — Wed, 06 Dec 2006 08:00:00 -0500

Today's SMU is one that will be used by listeners a thousand times over. The article is JUST THAT GOOD. Today's ITIL SMU was given to me by yet another loyal listener. It is probably one of the best, rational and well written pieces I've ever seen on not only WHY ISO20k (formerly BS15k) is good but it lists in it QUESTIONS TO ASK YOUR IT ORGANIZATION to reinforce the need for the standard!!!!! I can't tell you how excited I am about this fantastic discovery (Thanks Chris!!). Not only will you get a "layman's terms" thorough understanding of the standard (or WHY it's important) you will also get poignant questions to ask your organization. My all-time favorite is this one: Are we confident there is no dependency on specific staff to deliver business critical services? WOW!!!! That is a KILLER question. Listen on folks, print this one out and show it to every IT geek you know. Enjoy!!

BCS.org :: Today's ultra-super-mega-great article
Get the "skinny" on all the different frameworks :: A new addition to the library that must NOT be missed.
BS15k vs ISO20k :: It's a REALLY short book
Making metrics work for you :: I'm not kidding, you really can!!!

File Download (14:47 min / 13.6 MB)

1205 Straight from the book!!! Great Service Desk ideas for 2nd level support!

The Art of Service — Tue, 05 Dec 2006 08:00:00 -0500

Today's SMU is a double whammy of goodness. Thanks to the keen eye of a loyal listener, I had a dead link regarding the Service Desk at our ITIL podcast website. Not only did I fix that, but since he was looking for Service Desk info, I decided I would do another "Straight from the book" episode on the Service Desk to thank him for his input. The double whammy? Below this podcast you will find a link to the beta screenshots of Microsoft's Service Desk tool. That's right. You read that correctly. M$ is developing a Service Desk tool!!!

Old school cool. Read it for yourself :: Books can be fun!!!
New school swagger. Read it yourself :: Cd's make good frisbees as well as being informative!!!
"Uncle Gate's" Service Desk tool :: Screenshots sent in from a listener!
Think you can "Manage?" :: Find out and see.
This "kit" is cooler than "K.I.T.T." :: Hasslehof's got nothin' on these docs!
Got Foundations? Go the next step. :: Get the knowledge. Get certified. Get a pay raise. Get the point? Get MOVING!!!

File Download (10:33 min / 9.7 MB)

1204 A quick update and a homework assignment for new listeners

The Art of Service — Mon, 04 Dec 2006 08:00:00 -0500

Hey all!!!! Sorry it's been so long. Your friendly neighborhood ITIL EnterTrainer was in 3 different cities over 2 weeks. Somehow I managed to sneak in some vacation time in there too. Today's SMU is focuses on the HUGE amount of new listeners we have gained near the end of this year. It's my own personal awareness campaign!!! Tomorrow we return to the usual daily infusion of the best of what's out there. I've got so many cool things coming in the new year I'm BURSTING with excitement. Can't tell you just yet. Till then!!!

File Download (4:25 min / 4.1 MB)

1128 Straight from the book!!! Service Desk & Managing Service Breaches!

The Art of Service — Tue, 28 Nov 2006 08:00:00 -0500

Today's SMU comes straight out of the ITIL Service Support book with a bit of commentary by your friendly neighborhood ITIL enthusiast the EnterTrainer. Many a person in the ITIL Foundation course has raised the question about when the inevitable happens and we breach an SLA. How does the Service Desk handle that? How can we use the information to our BENEFIT? Well, my inquisitive ITIL heads, to find out the answer (suggestion really) to that, one need look no further than today's SMU! Enjoy!

Today's article :: Pages 50 & 51 of the Service Support book
Make your own service desk! :: Service Desk Kit

File Download (10:26 min / 9.6 MB)

1127 ITIL is NOT a project. It is a process. A process has no end!

The Art of Service — Mon, 27 Nov 2006 02:03:00 -0500

Hey all! I'm back in the hallowed halls of Service Management Central! It is good to be home. Very busy week so we have a short but sweet ITIL SMU for you today. I am currently attending our ITIL Manager course and if all goes well, I should be able to add that coveted red badge to my collection of "ITIL Bling". This Friday I also take the ITIL Practitoner Support and Restore exam. Big week for your friendly neighborhood EnterTrainer! Anyhow, today's article ties in DIRECTLY with a topic that came up in today's ITIL Manager course. It deals with the issue of looking at ITIL as a PROJECT instead of a PROCESS. I, of course give some well placed opinion at the end. Enjoy!!

Today's Article :: iTwire.com.au

File Download (9:20 min / 8.6 MB)

1122 There is no such thing as an ITIL compliant ANYTHING!!

The Art of Service — Wed, 22 Nov 2006 08:00:00 -0500

Sorry I've been away so long. At the end of my last Foundation course I went on vacation for a few days. I am back on the road doing the "ITIL Foundations Roadshow" in yet another city which means the SMU is BACK on the air. I know it sounds funny but man I missed doing my "show". Anyhow, today's SMU is a POWERFULL one that highlights something that really REALLY annoys me. It's the term "ITIL Compliance". Why? Because it doesn't exist! Today's SMU is a triple threat of EnterTrainer favoritism: 1. It's from ITSM watch one of my favorite places on the web. 2. It's written by the "IT Skeptic" one of my fave article writers. 3. It's about ITIL compliance my "love to hate" term. You are really going to enjoy this one folks!!!! Sit down, strap in and "git some learnin' done!" Yeeeeeeehaaaaaw!

Today's bitter, angry and so TRUE article :: ITSMwatch.com
Find out the TRUTH for yourself :: Service Delivery
Straight from the horses mouth :: Service Support
Size doesn't matter :: Small Scale ITIL

File Download (17:17 min / 15.8 MB)

1116 Implementing ITIL to a high level of maturity

The Art of Service — Thu, 16 Nov 2006 08:00:00 -0500

One of the biggest obstacles people new to ITIL have to overcome is how to apply the framework in their business. Today's SMU gives a great real-world way of showing how mature your ITIL implementation is. For anyone who wondered just what CMM (Capability Maturity Model) was, today you get a definitive answer. Not only that but you'll learn how it applies to your ITIL rolllout and how it can help you go to the next level.

File Download (12:39 min / 11.6 MB)

1115 Why SOA NEEDS IT Service Management

The Art of Service — Wed, 15 Nov 2006 08:00:00 -0500

SOA is great. Really really really great. But you know what, it's not enough. Today's SMU "Road Edition" focuses on some more fantastic real world information about the convergence of SOA and ITIL. Not only does it show HOW but it talks about WHY SOA needs ITIL to be successfull. Here's a hint: It involves eradicating silo's. Oh, and the acoustics in the hotel room are fantastic!!!

Today's article :: searchwebservices.techtarget.com
Total Service Management :: Get started with these fantastic titles

File Download (11:28 min / 10.5 MB)

1114 Problem Classification - Straight from the book.

The Art of Service — Tue, 14 Nov 2006 08:00:00 -0500

Classifying problems is one of the most important activities of good problem control. Today's SMU lifts problem classification straight from the Service Support book. You know, it's amazing what you find out when you actually READ it!

Today's article :: Service Support
Because you have to have it all :: Problem Management Documents
The Cliff Notes of ITIL :: Fast, quick and informative too!
Go all in!!! :: Like Texas Hold 'em poker!

File Download (12:40 min / 11.6 MB)

1113 So many great things so little time

The Art of Service — Mon, 13 Nov 2006 08:00:00 -0500

WOW! You loyal podcast listeners really know how to keep a guy busy! The next 2 weeks here at The Art of Service are going to be hectic for me. 2 foundations courses, podcasts, new videos, new content new new new NEW!!!! I'm so excited I could just burst!!!!! Today's podcast is just a quick thanks to all of you out there as well as a sliver of information about what we have planned for all of you in the future. We will return to the regular podcasts tomorrow. Thanks to all of you for making my job so much gosh darned fun!!!!!

File Download (2:41 min / 2.5 MB)

1110 A Special Thank-You and a brief history lesson

The Art of Service — Sat, 11 Nov 2006 08:00:00 -0500

This Saturday is Veteran's day. Judging by the stats, most of you are enjoying a 3 day weekend. As you friendly neighborhood EnterTrainer is a former member of the U.S. Military I just wanted to take the time to say thanks to those that have served before and after me.

File Download (3:03 min / 2.8 MB)

1109 You need to get that boulder off of your leg before you can climb the mountain

The Art of Service — Thu, 09 Nov 2006 08:00:00 -0500

The title of today's SMU is a direct quote from today's article. What do you get when you mix a great article riddled with sarcasm, guest voice Mr. Announcer guy, and dash of EnterTrainer wit???? Why, you get today's SMU that's what! Today's article deals with IT governance in general. There is nary a framework acronym found in it. What it DOES contain is some of the best "focus on what the business needs are" information I've ever seen. This article is bursting at the seams with real-world-honest-to-goodness thought process that each and EVERY one of you loyal listeners NEEDS to ask yourselves. Whether it's ITIL, Cobit, CMM, Six Sigma, or whatever you are doing or plan on doing. Before you even get started you MUST read/listen to this article. And you know what? It tastes even sweeter cuz it's FREE!

Today's Article :: Computerworld.com
Mmmmm other best practices :: Sooo tasty
Get a head start :: You WILL need ISO20k very very soon. Beat the competition to it!
Remove your underlying causes :: Be the life of the party!!!!

File Download (13:56 min / 12.8 MB)

1108 What ISO 20k means to you and your ITIL implementation

The Art of Service — Wed, 08 Nov 2006 08:00:00 -0500

The "new" ISO20k standard still confuses some people. Well, the good news is that I've been listening to "some people's" concerns and I came across this wonderful little article. In it, you will KNOW FOR SURE the difference between ITIL & ISO20k!! You will also get a brief and accurate history lesson on the birth of ISO20k. (Hint, blame the English). And find out WHY ITIL is just the start and WHY you NEED to have an ISO20k cert.

Today's Article :: itsmwatch.com
Previous ISO20K podcasts :: Now with more vowels!!!!
MMMMM ISO :: Chock full of ITSM goodness and NO calories.
MMMM ISO Cap Management :: Now with 25% more space!
A Page full of ISO :: Umm, just like the link says!

File Download (13:12 min / 12.1 MB)

1107 Frameworks working in silos is STILL working in silos.(Boooo! You know better than that)

The Art of Service — Tue, 07 Nov 2006 08:00:00 -0500

Six Sigma and ITIL together again in PERFECT harmony. A winning combination BUT ONLY if they, work TOGETHER and NOT AGAINST EACH OTHER. Many people new to ITIL ask what metrics can they run to see how they are doing. That is always a tough question because it all depends on what you are trying to accomplish. Luckily, Six Sigma exists to take care of that! Since we are talking about 2 frameworks, this SMU contains 2 (count em) 2 articles in one! The first is an outstanding quick definition of what Six Sigma does. The second, describes how Six Sigma and ITIL work together to accomplish multi-framework bliss. You'll also find links on this page that reference past "ITIL MASHUP" articles. An exciting, content filled Tuesday!!! Enjoy!

Today's First Article :: Just print it out and show it to those that don't understand
The "convergence" article :: ITIL & Six Sigma Sittin in a tree(again) k-i-s-s-i-n-g
Past multi-framework articles :: A whole page dedicated to mult-framework utopia
Six Sigma with an ITIL perspective :: Written by the ITSMF!! Can't do better than that!
Works well with others :: Because frameworks working is silo's is STILL working in Silo's

File Download (14:46 min / 13.5 MB)

1106 ITIL you what...It's SOA easy to bridge the gap between them

The Art of Service — Mon, 06 Nov 2006 08:00:00 -0500

Today's real-world advice is about those of you who think that running ITIL (IT Infrastructure Library) and SOA (Service Oriented Architecture) at the same time is a good idea. Well, it IS a good idea. HOWEVER (comma) if you are running them in the same ineffective silo like environment that is plaguing your IT organization, you are guaranteed NOT to get what you want out of either. Today's article shows us how to bridge the gap between the two current favorite acronyms in the IT world. I bet you can guess the single word answer to that can you? Hmmmmmm?????

Today's Article :: Networkworld.com
Make a framework tossed salad! :: Mmmmmm Tasty
Talk to 'em in their own language :: Become a business interpreter!
How are YOUR applications doing? :: Oh, they'll MANAGE.....
Do a double take :: All while speaking their language

File Download (8:19 min / 7.6 MB)

1103 SLAs & Incidents straight from the book

The Art of Service — Fri, 03 Nov 2006 08:00:00 -0500

You know it's funny. The book is ALWAYS better than the film. Our favorite little framework is no exception to that rule. What do classifying incidents and SLA's have to do with each other??? Well, as it turns out a whole heck of a lot! In my ongoing commitment to bringing you, the loyal podcast listening public the best in ITSM, I've decided to take you all on a ride with me as I bone up on my knowledge in preparation for the Practitioner Support and Restore test. Boy oh boy did I uncover some killer info.

See for yourself :: Service Delivery in a small compact space
Today's article :: Straight from the ancient tomes of Service Management!

File Download (17:55 min / 16.4 MB)

1102 Shhh! It's a secret.

The Art of Service — Thu, 02 Nov 2006 08:00:00 -0500

Special announcement today. Well, for some of you anyway. Our commitment to helping spread the joys of good sound service management doesn't stop at these podcasts!! Oh NO!!! We've been working on various other areas of ITIL education. All for FREE!!!!! (SHHHHHHHH!! Don't tell). Today's podcast deals directly with that. Anticipation got you all wound up? Well, click on today's link and see for yourself! MWA HA HA HA HA HA!!! (shhhhh.......)

Shhhhh! It's a secret :: Not really but you'll enjoy it anyway!!!!

File Download (2:11 min / 2 MB)

1101 ITIL v3 is coming? Wanna know what it's all about?

The Art of Service — Wed, 01 Nov 2006 08:00:00 -0500

This quick little article talks about the changes happening to ITIL due for release next year. It also has a few.....um....points that need a bit of correction so, I did just for all of you.

Today's article :: Globalservicesmedia.com

File Download (12:28 min / 11.4 MB)

1031 Use MTTR and get rid of those pesky incidents through Availability Management!

The Art of Service — Tue, 31 Oct 2006 08:00:00 -0500

You didn't read the title wrong. Today's real-world-do-it-yourself article gives you yet another fantastic six step program for reducing incidents in your organization. Had problems trying to figure out just how to reduce your MTTR (Mean Time To Repair)????? THIS is the article for you. Another egg-sa-lent article that not only shows HOW to do it, but it also shows how the processes are dependent upon each other. Not many people realize or understand how important Availability Management is in relation to Incident Management.

Today's Article :: ITSMwatch.com
For the die-hard incident manager in all of us :: Incident Management Kit
The whole shebang!!! :: ITIL Service Support
Increase your availability NOW!!! :: Availability Management Kit

File Download (13:22 min / 12.2 MB)

1030 PC Gaming & ITIL? You can't be serious!

The Art of Service — Mon, 30 Oct 2006 08:00:00 -0500

Sorry for the delay in last weeks SMU. I was out doing the usual exciting, high energy, information filled ITIL Foundations Course and ran into some process and equipment issues that didn't allow me to get my usual daily dose of ITSM happiness out. It's all better now :-D This hybrid podcast comes straight out of a PC Gaming magazine. Yup! That's right a PC gaming magazine! It focuses on the gaming mod community and unbeknownst to the author (but beknownst to me) it is CHOCK FULL of ITIL goodness. How is that you ask??? Give a listen and find out.

PC Power Play Magazine :: Where today's article came from

File Download (12:05 min / 11.1 MB)

1024 Capacity Management....THE REVENGE!!!!!

The Art of Service — Tue, 24 Oct 2006 08:00:00 -0400

Finisihing off yesterday's fantastic whitepaper on capacity management. Near the end of this podcast we give you people what you REALLY want and break down how Capacity Management relates to each and every one of the other ITIL processes. All this for FREE!!! How's THAT for value???

File Download (17:41 min / 16.2 MB)

1023 In-depth capacity management-o-rama!!! Part 1

The Art of Service — Mon, 23 Oct 2006 08:00:00 -0400

First and foremost THANK YOU to those that have sent comments and suggestions via e-mail to podcast@theartofservice.com. Today's SMU is born from one of those e-mails (See we DO read them!). This is a great in-depth real world white paper on the value of capacity management. It is so full of ITIL goodness I'm going to have to break it up into a 2 day event. For those looking for some fantastic info on Capacity. Your wait is OVER! Enjoy!!!!

File Download (15:08 min / 13.9 MB)

1020 One billion dollars STILL being wasted. (Sigh) When will you people LEARN!!!!!!

The Art of Service — Fri, 20 Oct 2006 08:00:00 -0400

Gartner, the research firm people love to hate has just released another startling statistic about an unfortunate trend in the IT world. It's sad but true and well, I'm sure most of you out there are STILL doing it. You know, peer pressure doesn't stop in high school. It runs rampant in the business world too. Listen up out there...this could be YOU. Oh, and the article deals primarily with the new Gigabit bandwidth. Curious yet? I thought you would be.

Today's article :: Networkworld.com
Don't be like the cool kids :: Learn to control your spending

File Download (10:09 min / 9.3 MB)

1019 ITIL plus Virtualization= A great capacity management idea

The Art of Service — Thu, 19 Oct 2006 08:00:00 -0400

Today's SMU deals with the art of capacity management. As I like to say, Availability and Capacity are the "kissing cousins" of the service delivery procesesses. Today's article shows how once again, looking at all the options can bring ITIL bliss to your organization. This article describes the benefits of virtualization and in doing inadvertantly hammers out several ITIL concepts, terms and ideas. Another great "how to" article served up nice and fresh to you. Enjoy!!!!

Gotta catch 'em all :: More collectable than baseball cards!
Stratego, chess, checkers etc :: They all involve this critical element
Today's Article :: sda-asia.com

File Download (14:00 min / 12.8 MB)

1018 High availability!!! HA!!! Not possible. No...wait.........it is?

The Art of Service — Wed, 18 Oct 2006 08:00:00 -0400

School is in session! Today was day one of our in-house ITIL Foundations Open course and as per usual I'm all fired up and excited about introducing ITIL to the masses. Because we have a course going, I thought I would try and do an SMU that covers some of the things we talked about in class. Only problem is, we don't talk about Availability Management until tomorrow morning so, it looks like I'm a tad bit early. Ah well!!!! Today's SMU is all about once again debunking myths. The myth that we're debunking today: Unattainable high availability. This is a long SMU and I had intended to break it up into 2 parts but, well, I just couldn't do that to you loyal podcast listeners out there. There's some amazing stuff in here!!!! Get it while it's hot!!!!

Today's Article :: Stuffed-to-the-gills-with Availability Management goodness
Increase your availability! :: Be seen EVERYWHERE!!!
Start from the beginning. :: Paperless is goooooood
Just the facts, ma'am :: The Cliff Notes of ITIL

File Download (17:25 min / 16 MB)

1017 Oh! Look! A new standard! How cuuuuute!!!!!

The Art of Service — Tue, 17 Oct 2006 08:00:00 -0400

Today's SMU is a short but good one. Today, while perusing new and exciting ITSM content to deliver to you loyal listeners I was given news by one of our consultants that the BSI (British Standards Institute) has created an IT Service Continuity Management Standard! How cool is THAT!!!! Now you no longer have to wait until disaster strikes to see if your plan is a good plan! Not to mention how cool this new standard will look on your "trophy wall" next to the other standard plaques.

Today's article :: Computerweekly.com
Straight from the horses mouth! :: BSI Website info on the new standard
No library is complete without them :: An INSTANT classic!!!!!
Get in touch with your ITSM roots :: Old school cool.
ITIL is just a start :: Go "all the way" to the top
ITSM part deux :: It's a seqel....only it doesn't stink
ISO 20k :: There are 2 parts the link for part 2 is on this page as welll
PAS 56 :: Business continuity standard
ISO 17799 :: Information Security Standard
ISO 9001 :: The BIG DADDY

File Download (7:35 min / 7 MB)

1016 Planning....it's the "Bees Knees" (Nature Analogy Alert!!!)

The Art of Service — Mon, 16 Oct 2006 08:00:00 -0400

By now you all know how much I love non-IT examples to help explain ITIL/IT processes and methodologies. In today's SMU, the analogy is that of bees in a hive. This SMU is all about the Deming cycle of improvement. Particularly the first step that people all too often don't do: Plan. Listen on loyal podcast listeners for another exciting SMU!!!!

Today's Article :: www.theage.com.au

File Download (12:58 min / 11.9 MB)

1013 Friday the 13th & 5 Steps to ITIL acceptance bliss

The Art of Service — Fri, 13 Oct 2006 08:00:00 -0400

Last day of the week folks. Can you smell the weekend? I can. Mainly because it's going into summer here and well....summer needs to learn how to use deodorant. But, I digress. You are used to service management excellence and today's article is no exception. In today's article, we learn the 5 key steps to helping your organization embrace and adopt ITIL. Yep! 5 Steps! That's it! Which means yet another effective (and efficient) SMU. Enjoy! Hear you Monday!

Today's article :: Search CIO.com (and I pronounce it right this time!)

File Download (7:55 min / 7.3 MB)

1012 Teach a man to fish......

The Art of Service — Thu, 12 Oct 2006 08:00:00 -0400

I've received many an e-mail (podcast@theartofservice.com) regarding Apollo 13 simulations. SO many in fact that I decided to give all of you a quick introduction to the simulation SMU style. The only thing better than an Art of Service ITIL Foundation's course? Is an Art of Service ITIL Foundation course that is immediately followed by a kick gluteus maximums Apollo 13 simulation to reinforce the processes by DOING them in a safe non-detrimental-to-your-actual-infrastructure environment. Thank me later. ;-)

Today's article :: CIO-asia.com
Learn by doing :: Don't worry we'll come to you!!
Go on...you KNOW you want it! :: Get it while it's.....um...available?

File Download (7:14 min / 6.6 MB)

1011 Shaping ITIL like clay, the way things SHOULD be done.

The Art of Service — Wed, 11 Oct 2006 06:53:00 -0400

Hey all. Just got back home from the final day of training the Foundations course. Due to the intense schedule ahead of me for the remainder of this week, I'm going to have to post the link to today's planned SMU. As always it is an outstanding article on ITIL. This article was written by the same author who wrote last weeks "Just Do It(IL)" article that talked about "sneaking in ITIL". For some fun, they point out a different approach... ENJOY!!!! *****EDIT****** Scratch the above paragraph!!!!!! Just posted the audio file for you "ITIL-Heads" out there. Enjoy!!!*******

Today's Article :: ITSMwatch.com

File Download (11:24 min / 10.5 MB)

1010 PHIL-osphy on the road.

The Art of Service — Tue, 10 Oct 2006 04:18:00 -0400

Today's SMU was a bit of a moral dilemma. I had a situation that occurred during class today and it stayed with me for so long I felt compelled to do a podcast on it and as such I decided to scrap the planned article for today. What got me so worked up today? Well, I guess you'll have to listen to this to know.

File Download (10:36 min / 9.7 MB)

1009 Change Management without the bottlenecks and beaurocracy? It isn't so!!!

The Art of Service — Mon, 09 Oct 2006 08:00:00 -0400

Ahhhh, back on the road again, trainin' folks on the joys of ITIL. Business travel RULES!!!! However (comma) I am STILL committed to bringing all of you loyal listeners out the the BEST of what's on the web so here it is. Yet another highly informative REAL WORLD how to article. This time on the processes everyone LOVES to HATE......Change Management. In today's "SMU....Road edition" we talk about something that many people have forgotten. Standard request for change and how they can help releive your backlog of change requests. To those in my course today I say "WELCOME!!!!" to the already loyal listeners I say.....um...hi....and...stuff.

Today's article :: itsmwatch.com
Change....NOW :: Learn how to change.
How to win friends and...manipulate people :: Negotiate like a pro
It all begins with this :: Strategy

File Download (13:47 min / 12.6 MB)

1006 PSSST!!!!! Hey you! We snuck the ITIL in just like you wanted.

The Art of Service — Fri, 06 Oct 2006 08:00:00 -0400

Read the article! NOW! Please. :: itsmwatch.com

File Download (11:40 min / 11 MB)

1005 ILM & ITIL, Mashup & Point/Counterpoint all in one!!

The Art of Service — Thu, 05 Oct 2006 08:00:00 -0400

Words cannot describe how PERFECT today's SMU is. The author of today's article wrote a piece a few days back on Information Lifecycle Management (ILM) and ITIL (Mashup theme) in that article he was skeptical on the convergence of the two. In the feedback he received from his article, he was invited to speak to one of the founding members of ITIL one on one. Then, he wrote a second article (Point/Counterpoint) on his feelings about ITIL after being properly educated on the subject. Guess where he stands now? Go on! Guess! There is an outstanding "cliff notes" history lesson in this article as well. Guaranteed to please!

The first "slightly uninformed" article :: esj.com/storage
The second "comfortably informed" article :: Today's article
Test your l337 H4x0r skillz :: We're not mocking you. But the quiz is.
Get more info, write it off on your taxes! :: We'll fly anywhere....really
Come visit us and get educated at the same time :: Course Schedule

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1004 SOA what? You still need to manage your services.

The Art of Service — Wed, 04 Oct 2006 08:00:00 -0400

You can make all the jokes you want to about call centers in India and about how much business is going there but here's what we all know: They are making a KILLING in the business world and are aggressively doing whatever they can to be competitive. Today's article comes from a website in India and it talks about the challenges of implementing SOA and a survey that was done on 333 North American IT companies. You'll never guess what they found that made businesses 2X more likely to have a successful SOA implementation. Okay! FINE!!! Maybe you did guess.

Read the article yourself! :: networkmagazineindia.com
Practice ITSM without hurting your infrastructure :: Houston, we have a solution!
The "Cliff Notes" of ITIL :: Short and sweet
Pretty, pretty pictures :: Some people are more visually stimulated
The only thing constant in life :: Is change....management

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1003 Counterpoint: You are irritated because it works.

The Art of Service — Tue, 03 Oct 2006 08:00:00 -0400

Yesterday we spoke about an article that highlighted how ITIL irritates IT managers. Today we rebuke that article with an article written by someone who felt pretty much the same way I did about it.

Read the actual article :: computerworld.com
Operations begins here :: Ops Starter Set
Do you REALLY need that new software? :: Get the skinny before giving up the fat...wallet
Got people issues :: So do we!!!!!
Cheaper than seeing a REAL tailor :: Less chemicals too.

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1002 ITIL, Irritating IT Managers for over 10 years.

The Art of Service — Mon, 02 Oct 2006 08:00:00 -0400

I found an article that REALLY struck my nerves. I had planned on reading it and then systematically tearing the article apart. Then while researching more info for all of you I found another article that uses today's SMU article as its basis for a counter-argument. So today, I bring you one point of view and tomorrow I bring you the counter-argument. The beginning of yet another highly informative, riveting week of Service Management Bliss!!!

Think ITIL is annoying? So does today's article :: Byteandswitch.com
Learn from other people's mistakes then hog all the glory for yourself :: How NOT to do ITSM
If you speak the language, your vacation will be better :: Acronym lovers rejoice!
Learn a new strategy. Conquer new enemies! :: Your new playbook

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0929 The usefulness of a cup is its emptiness (PHIL-osophy & Bruce Lee!!)

The Art of Service — Fri, 29 Sep 2006 08:00:00 -0400

It's Friday! WOOO HOOO! Today we take a look back at our weeks worth of cross-framework-bliss and discuss just what in the world I was getting at all this week. I was going to call it "Bridge the Gap Day" but it is MUCH more fun to rhyme my name with Bruce Lee. See you on Monday!

Today's Philosophical Article :: If you click on it now, you'll ruin the surprise.
C'mon over and see me sometime :: Education is the enemy of ignorance.
DIY Training :: Do it yourself....no really!
Don't "swim on dry land" :: Let them try it before they do it.

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We interrupt this regularly scheduled program.....

The Art of Service — Fri, 29 Sep 2006 05:00:00 -0400

Awwwww MAN! Don't you hate it when they barge in on your favorite TV show for some news bulletin? Well, not when it signifies the return of Bobby & Barry you don't. Barry Conrad Chimmerall and Bobby William Cooningwoodge return with an update on Version 3 of ITIL straight from the ITSMF conference in Utah. Part 1 of 3

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0928 COBIT and ISO and CMMi, oh my!

The Art of Service — Thu, 28 Sep 2006 08:00:00 -0400

We are in the home stretch of mash up week. And lookie here lookie here. Another fantastic article from the folks over at networkworld.com. Not only does it give great real world examples, but it also breaks down the differences between ITIL, COBIT, CMMi, and ISO 179999. All this served fresh to you for FREE! Now, who loves you more than us here at The Art of Service? That is right, NOBODY.

Read me! Print me! Pass me out like cheap candy! :: Networkworld.com
Stop listening and get started :: The Cliff Notes on all the processes
Did somebody say free? :: Test your l33t ITIL Skillz with this mock exam
ISO 179999 problems. This will help :: Security Management Kit

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0927 ITIL & COBIT, our two bits

The Art of Service — Wed, 27 Sep 2006 08:00:00 -0400

ITIL mash up week continues with this great article on the beautiful union of ITIL and COBIT. Two great tastes that taste great together.

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0926 Now, you play nice with all the other frameworks! Okay?

The Art of Service — Tue, 26 Sep 2006 08:00:00 -0400

Well, I did it again. This article should be reserved for the end of our ITIL mash-up theme but it is just too good to wait that long for. In this SMU, we have some audience participation that is required. Make sure you grab a pen and paper before listening. In this SMU, we have you sketch out a CLEAR and EASY TO UNDERSTAND example of just how well ITIL fits into the other frameworks out there. Cobit, Six Sigma, CMM, ISO, TQM. They are all here. OH!!! And since you love them so much there is another great sports analogy too!

The article :: itbusinessedge.com
The quick and dirty on CMM :: Grow your brain
More Cobit please, sir :: A quick guide on Cobit
Gotta catch em all :: Like the Pokemon of IT.
You all need this. TRUST me. :: You COULD do it without help. But that would be silly.

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0925 ITIL & Six Sigma sittin' in a tree K-I-S-S-I-N-G

The Art of Service — Mon, 25 Sep 2006 08:00:00 -0400

Our favorite best practice framework has a lot of good friends in the framework world. Today we take a look at the happy union of Six Sigma and ITIL. ITIL implementation need a little statistical help? Call Mr. Sigma. Got a handle on Mr. Sigma but want to take it to the next level? Invite his old buddy ITIL over. Another great article from "the other side of the fence".

I got Six Sigma and I want the ITIL :: Start your quest for knowledge with this book.
Show me the article!!! :: The full article from SixSigmazone.com
Change is good :: Need some help dealing with change?
How NOT to implement ITIL :: ITIL Evangelists BEWARE! They're making fun of you!
View ALL our 6 Sigma & ITIL Podcasts...NOW :: Like, NOW, now.....now....now.

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0922 Democracy inactioin...er...IN action.

The Art of Service — Fri, 22 Sep 2006 08:00:00 -0400

It's Friday and since none of us were brave enough to call in sick I decided to go easy on your ears today. We have a very special request for the ITSM podcast listening public. Want to know what that is? Well then Mr. (or Mrs...Ms..) download this here podcast and find out. We're waiting....

Survivor! ITIL! :: You've watched the TV show, now read the documents!!!

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0921 IT Service Management? ITIL? Frameworks? Meh. Useless.

The Art of Service — Thu, 21 Sep 2006 08:00:00 -0400

We're taking a negative approach to ITSM and ITIL. We love to hear differing opinions on our favorite "best practice" standards. One thing is for sure, they all have something in common: The negative points they make usually have nothing to do with the standard and EVERYTHING in HOW the standard was implemented. Today's article gives an OUTSTANDING viewpoint on what IT should be and what ITSM means to accomplish. We are DYING to hear your opinions on it so.....please post them in the comment section below.

Read the article :: computerworld.com
ITIL Survival :: Know where you are going? Then how do you know when you get there?
ITSM Learning :: Educate yourself!! Form your own opinions!! Become the life of the party!

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0920 I'll take the networking, the ERP and the...ahhh....email service...to go...supersize.

The Art of Service — Wed, 20 Sep 2006 08:00:00 -0400

This SMU focuses on the underused Service Catalog. A Service Catalog is an output of the Service Level Management process. At it's most basic level, it is like a "menu" of services. There is an outstanding CIO.com article that I use all the time during our ITIL foundations courses that shows a clear and cool REAL WORLD example of what I like to call an "uber catalog". It is an outstanding example of what a service catalog can be and as of yet I haven't found anything on the net that can top it. The article being referenced is quite lengthy but I took the good bits out of it for this SMU. If you are in IT, you NEED to read this article.

Read the full article here!!! :: CIO.com
The .ppt of the "uber catalog" :: Merrill Lynch's Service Catalog

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0919 A cure for the common CULT

The Art of Service — Tue, 19 Sep 2006 08:00:00 -0400

The People's Temple, Order of the Solar Temple, Heaven's Gate, The Davey Jones fan club, ALF. Cults have been a part of our history for years. Today's article talks about the "cult like" implementations that seem to be all to common lately. It is written by an actual contributor to the ITIL framework. In this article he talks about the "CULT" implementation and explains why, when it comes to implementing ITIL, rising to "Cult status" isn't such a good thing after all. Another great perspective from the web. Even if I mispronounced the website. (I made it rhyme with "Sergio")

View the article! :: searchcio.com
Don't know what a cult is?? :: Wikipedia does!

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0918 SOA & ITIL, Starsky & Hutch, Crocket & Tubbs, Laurel & Hardy, Ham & Burger.

The Art of Service — Mon, 18 Sep 2006 08:00:00 -0400

What do all of these things have in common??? They are all classic winning combinations. We kick Monday's SMU off with a BANG. Due to the OVERWHELMING response to our last SOA/ITIL article we decided to give you more of what you want. Not only does this article once again show how well these two frameworks work together but specific examples are given by a real world SOA implementer. Remember folks, this article WASN'T written by an "ITILhead" but from the perspective of someone who is an SOA guru. ENJOY!!

Read the article!! :: blogs.ittoolbox.com

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0915 Sports analogies ITIL = Best article of the week!!!!

The Art of Service — Fri, 15 Sep 2006 08:00:00 -0400

WOOOOO WEEEEE!!!! I am jazzed up today!!!!!! The final SMU of the week and not only did I find what I think is the PERFECT article highlighting what I personally think is the biggest thing missing in most ITIL implementations, but our own "Mr Announcer Guy" picked some really REALLY good intro music to kick us off into the weekend. Enjoy this one folks. It's our best yet!

Read the article! :: Computerworld.co.nz

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0914 More fun than playing canola oil Twister with a clown suit on! (and less fattening too)

The Art of Service — Thu, 14 Sep 2006 08:00:00 -0400

ITIL can be fun. No, really it can be! Stop snickering I'm SERIOUS!!! Today's SMU article takes a look at increasing buy-in with ITIL and ITSM through some clever and well put together games based on ITIL principles. You've read the books now play the game! It's ITIL......the HOME GAME!

Click here to read the article :: computerworld.com

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ISO 20K - Generating buy-in

The Art of Service — Thu, 14 Sep 2006 01:21:00 -0400

So you’ve decided to do it but not sure on how to approach the rest of the business on the joys of ISO20k? What do you do if you are already in the middle of an extensive ITIL implementation??? We once again invite Senior Consultant Ian Jones in to address just these issues.

Info straight from ISO :: ISO Website
More on ISO 20k :: The Art of Service

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0913 Service Oriented Architecture (SOA) & ITIL. 2 peas in a pod!

The Art of Service — Wed, 13 Sep 2006 08:00:00 -0400

"ITIL???? We don't need no steenking ITIL! We got the SOA!" exclaim some of you out there. But like chocolate syrup and ice cream, ITIL once again proves to be the PERFECT compliment to almost ANY other IT framework.

View the actual article :: Zdnet.com

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0912 The Good, The Active Directory, and the ITIL

The Art of Service — Tue, 12 Sep 2006 08:00:00 -0400

Are you an Active Directory guru? Are you using ITIL practices? No? Think everyone else is like you? Nope. The world is changing are you changing with it? Today's podcast shows the surprising results from an Active Directory conference survey.

View the article :: networkworld.com

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0911Get in the ring...(A new ITIL tool-set in the market)

The Art of Service — Mon, 11 Sep 2006 08:00:00 -0400

A tool-set vendor talks openly about ITIL, the benefits it has (all while plugging his software), and how the change in perspective is beneficial for those taking an Business Process Management (BPM), Business Service Management (BSA) or Service Oriented Architecture (SOA) approach.

View the article :: eqbiz.com

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0908 Hasta La Vista.....Baby!

The Art of Service — Fri, 08 Sep 2006 00:55:00 -0400

A senior member of the Commonweath Bank of Australia (CBA) shows his unyielding devotion to his ITIL project.....to the chagrin of his service desk manager and to the amusement of us!

View the article :: zdnet.com.au

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0907 Like hittin' the lottery!!!!

The Art of Service — Thu, 07 Sep 2006 08:00:00 -0400

How would you like to save $2 Million? One organization did by implementing ITIL

View the article :: computerworld.com.au

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Are your customers cheating?

The Art of Service — Tue, 05 Sep 2006 08:00:00 -0400

IVRs (Interactive Voice Response) systems are commonplace in today’s market and despised by customers because of poor implementation. We take a look at the BENEFITS that IVRs can give an organization (yes there are HUGE benefits to Service Management) and give some suggestions on how you can keep your IVRs AND keep those customers happy all at the same time.

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ISO 20k Explained (part 1)

The Art of Service — Fri, 25 Aug 2006 08:00:00 -0400

We sit down with Ian Jones, Senior ITSM Consultant for The Art of Service, and discuss the “new” ISO 20k Standard, a brief history of ITIL and most importantly, the difference between ITIL and the ISO standard. For those of you hankerin’ for some new acronyms mixed in with some juicy information, THIS is YOUR podcast!!

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ITIL Gump Process & Functions

The Art of Service — Mon, 07 Aug 2006 20:31:00 -0400

Forrest recalls a story of when Bubba explained to him the basics of what ITIL is.

Give in to peer pressure! Click here! :: The Art of Service

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ISO 20000 Crisis Situation (part 3)

The Art of Service — Mon, 07 Aug 2006 08:00:00 -0400

The negotiator is in and the…er…..negotiations begin. It's a tightrope walk from here. The IT staff are angry, full of caffeine and as such, in an unpredictable state.
Will the hotshot ISO 20k negotiator be able to handle the situation?? Can peace be restored??

Click me! Click Me!! :: The Art of Service

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ISO 20000 Crisis Situation (part 2)

The Art of Service — Sun, 06 Aug 2006 08:00:00 -0400

In a CB4Y news exclusive, Bobby manages to interview a bewildered staff member on the tense developing situation. The information he learns is stunning.
Soon after, a team of negotiators arrives. Can they help the situation? Will peace be restored?

C'mon! Take a chance. Click here! :: The Art of Service

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ISO 20000 Crisis Situation (part 1)

The Art of Service — Sat, 05 Aug 2006 08:00:00 -0400

In this podcast, we listen in to a major crisis happening in an organization in the midwest. The CIO has decided that the organization would benefit from the new ISO 20000 standard but the members of the IT department rebel.
We join our 4 time “Newso of the Year” winner Barry Conrad Chimmerall as he and 2 time “Right Place at the right time” winner Bobby William Coooningwoodge as they give us a play by play of the events that are unfolding.
What will happen during this intense standoff? Only time (and a free subscription to our podcast) will tell.

Drop in and see us! :: The Art of Service

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