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Re: Exploring the New Style of IT and Service Management - August 15 webinar

chuck_darst

One follow up note (in addition to recommending the brighttalk recording and letting me know what you think). We had one polling question during yesterday's webinar

 

 

This lines up fairly well with the statistics that I shared - especially of most of the "don't knows" were rolled into the "more than 30".

 

For more information on this topic, I recommend a blog I wrote a few weeks ago discussing how many suppliers does your IT organization use.

 

Chuck

 

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About the Author

chuck_darst

HPE IT Service Management Product Marketing team manager spanning our solutions for the service desk, asset mngt, CMS, and more. My background is engineering and computer science in the networking and telecom worlds. As they used to say in Telcom, "the network is the business" (hence huge focus on service management). I always enjoyed working with customers and on the business side of things, so here I am in ITSM marketing.

Comments
MaryRasmussen

Chuck - All good stuff.  Some of the new Autonomy based features we have coming next in Service Anywhere self service  are so impressive (thanks for including that link to the video) - it makes me wonder if the days of needing to  talk with an IT person are soon to be extinct.  A win-win for both IT and the end-user in many senses. The user is empowered, and IT can focus their skills on the higher value tasks at hand.   What do you think? Mary

btmiller

This is a good read Chuck and what struck me right away were your four points: simplicity, speed, agility, and lower cost. I think that these resonate with customers of today and that your "download an app" example furthers these points very nicely.

 

This makes me think about discovery and how we fit in from your perspective. I look forward to the web cast on the 15th to learn more.

chuck_darst

Mary, Brian,

 

Thanks for the comments. I think that there will always be a reason to have someone manning the service desk. I came across a set of service desk business planning slides from 10 years ago. Deja Vu (all over again) in so many areas. But, things are clearly changing and the mobile, social, self-educated end-user is definitely on the rise.

 

Thinking about and preparing for this event, I thought multiple times of another Brighttalk event that Stuart Rance and I presented in March. It was around the future of the service desk, and we picked social. Stuart discussed that managing knowledge was going to become the main future role of the service desk. I agree more with each passing day. This comes back to Mary's comment. It also addresses all of the value points Brian mentioned. We will revisit this tomorrow morning.

 

Chuck

 

BTW, Brighttalk recordings are also good - if people can't join the event live.

chuck_darst

One follow up note (in addition to recommending the brighttalk recording and letting me know what you think). We had one polling question during yesterday's webinar

 

 

This lines up fairly well with the statistics that I shared - especially of most of the "don't knows" were rolled into the "more than 30".

 

For more information on this topic, I recommend a blog I wrote a few weeks ago discussing how many suppliers does your IT organization use.

 

Chuck

 

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