SPOCcast: Recent Episodes
HDI
The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. ©2020 HDI, all rights reserved. HDI is on the web at https://ubm.io/spoccast For over 30 years, HDI has partnered with thousands of organizations to improve their customer service and service management performance by educating their people, elevating their processes, and empowering their strategy.
Episode 28 is an interview with Rae Ann Bruno. Rae Ann is the President of Business Solutions Training, Inc (BST), an organization focused on training and consulting in various areas of ITIL, Knowledge-centered Service (KCS), Service Desk Improvement, Internal Marketing, Metrics and ITIL Process Improvement. Rae Ann was inducted into the HDI Hall of Fame in 2017 and was named one of Cherwell's IT Legends that same year. Rae Ann delivers session 601: Wow Your Customers, Don’t Just Satisfy Them at SupportWorld Live—A Digital Experience. https://supportworldlive.com The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. ©2020 HDI, all rights reserved.
Jason Wischer is a well-known leader in the HDI Local Chapter community. He'll be delivering Session 405 on this topic at SupportWorld Live - A Digital Experience https://www.hdiconference.com/ The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. ©2020 HDI, all rights reserved.
A conversation with David Moskowitz on systems thinking The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2020 HDI, all rights reserved.
Episode 25 of SPOCcast is an interview with Claire Agutter. Claire is the lead tutor of ITSM Zone, an organisation that specialises in best practice e-learning. Claire is also director of Scopism, and was lead architect for VeriSM, an approach for managing the digital organization. Claire is one of HDI’s top 25 thought leaders for 2020. Scopism: https://www.scopism.com/ ITSMZone: https://itsm.zone/ The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2020 HDI, all rights reserved.
Episode 24 is an interview with Ben Brennan. (Twitter: @why) Ben is the author of "Badass IT Support", and inventor of the QSTAC™ metric for IT customer experience. A former psychotherapist and musician, Ben brought his unique background to IT Support in San Francisco a decade ago. Since then, Brennan has helped transform IT teams for some of the country's leading tech firms including Box, Yahoo, Twitter, Jawbone, AOL, and Verizon Media, showing them how great communication, clearly defined and measurable goals, and an irreverent sense of humor can revolutionize a company's IT Department. The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2020 HDI, all rights reserved.
Episode 23 of SPOCcast is an interview with Charles Araujo, industry analyst, keynote speaker and best-selling author of The Quantum Age of IT. Charlie is the founder of The Institute for Digital Transformation, and believes that “what’s coming next represents as fundamental a change in how the world works as did the rise of the industrial age hundreds of years ago.” His email journal, Your Digital Future, is available at https://www.charlesaraujo.com/ The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2020 HDI, all rights reserved.
Deborah Monroe is a Master EQ Practitioner, an associate with the Institute for Organizational Performance, and an HDI business associate. Her session at Service Management World is called, "If it Weren't for These Freaking People: A Deep Dive into the Pool of Relationships" https://www.smworld.com/conference/Session?session=Session-407-If-it-Weren-39-t-for-These-Freaking-People-A-Deep-Dive-into-the-Pool-of-Relationships-2019-11-12 The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.
This episode is an interview with international speaker, trainer, and writer Julie Mohr (https://julielmohr.com) on disruption, building a chatbot, and the need for knowledge management. The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.
SPOCcast Episode 20 is an interview with Barclay Rae, one of HDI's Top 25 Thought Leaders, and an internationally-known ITSM consultant. He is a Lead Architect for ITIL4. The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.
Michael W. Kublin is the founder and President of PeopleTek, a leadership coaching and development company specializing in helping leaders, teams, organizations, and cultures achieve their full potential. https://www.peopletekcoaching.com The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.
Leslie O'Flahavan discusses the importance of clear written communication. Read more at https://www.ewriteonline.com The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.
David Cannon will deliver a session at Service Management World 2019 called "Strategy: Plain and Simple." http://www.smworld.com/conference/Session?session=Session-305-Strategy-Plain-and-Simple-2019-11-12 The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.
A conversation with Jeff Toister, author of "Getting Service Right: Overcoming the Hidden Obstacles to Outstanding Customer Service" and other books. His website is at https://www.toistersolutions.com Twitter: https://twitter.com/toister The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.
An interview with Donna Knapp, ITSM Academy's curriculum development manager and member of the DevOps Institute's Board of Regents. https://www.linkedin.com/in/donnaknappitsm/ The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.
Michael O'Leary is Client Services manager at Southern New Hampshire University. In this episode, Michael describes how his team supports students and staff. The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.
This episode is sponsored by LogMeIn Rescue. https://logmeinrescue.com
An interview with Chris Chagnon, an IT Service Management (ITSM) Architect who designs, develops, and maintains award-winning experiences for managing and carrying out the ITSM process. Chris is a PhD Candidate studying information systems with a focus on user and service experience. Follow Chris on Twitter @Chagn0n The article referenced in the interview is here: https://www.thinkhdi.com/library/supportworld/2019/self-service-metrics-part-1.aspx The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.
An interview with Doug Tedder, consultant and trainer, about Enterprise Service Management, the VeriSM™ approach, the value of training, and more. This podcast is copyright The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.
Phyllis Drucker talks about including the ability to fail, VeriSM™, continuous learning, business partnership with IT, Enterprise Service Management, Information Security, and more, including her sessions at HDI 2019 Conference & Expo http://bit.ly/2VmfZtv The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.
An interview with ITSM analyst, blogger, and speaker Stephen Mann about why implementing service management tools isn't the real task, and how we should be thinking about Enterprise Service Management. The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.
Pete McGarahan provides outstanding influence and contributions to the HDI community. He will be sharing wisdom at HDI 2019 Conference & Expo. http://bit.ly/2Mv5VuK The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.
HDI's director of training and content, Fancy Mills, on the value of training, changes for 2019 at HDI, and more. HDI Community Membership: https://www.thinkhdi.com/member/CommunityMembers Fancy's profile: https://www.thinkhdi.com/member/Fancy%20Mills/profile.aspx The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.
Simone Jo Moore talks about VUCA, FUD, resilience, resistance, and the human side of AI. Along the way, she discusses the US Coast Guard's motto, "Semper Paratus" (always ready), and about making the perfect margarita. The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.
Gregg Gregory, on Twitter @TeamsRock, talks about why and how teams work. Did you know there's a fifth stage beyond "forming, storming, norming, and performing"? Discover why Gregg believes so strongly in the power of teams. The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.
An interview with Patti Blackstaffe, CEO of Strategic Sense, Inc. Patti specializes in the people side of complex technology implementations. Follow her on Twitter at https://twitter.com/strategicsense. The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.
Jim Bolton, co-author of "Problem Management: A Practical Guide" discusses problem management value and methods, and talks about the training developed by Propoint Solutions now being offered by HDI. https://ubm.io/2EDlAI7 The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.
A conversation with Greg Sanker, author, blogger speaker, and CIO, about IT Change Management and service management. The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.
Aprill Allen - https://twitter.com/knowledgebird on Twitter - is the guest, and talks about the need for knowledge management in the face of coming AI, Machine Learning and automation, as well as other facets of knowledge management. The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.
A conversation with Stuart Rance, service management expert, author, consultant. Hosted by Roy Atkinson. The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.