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)