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Bob Black

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POSTPONED: panel on service desk metrics (was Thursday, 17 April at 2 pm ET)

Posted By Bob Black 04-15-2025 10:30:00 AM
Found In Egroup: IT Support Services \ view thread
Greetings friends, One of the panelists is unavailable for our originally scheduled session from the ITSM CG on Service Desk metrics that was tentatively scheduled for Thursday, 17 April at 2 pm ET. Stay tuned for a revised date. ------------------------------ - Bob Black Director, IT Process and ...

POSTPONED: Panel on Service Desk metrics on Thursday, 17 April at 2 pm ET

Posted By Bob Black 04-15-2025 10:29:00 AM
Found In Egroup: IT Service Management \ view thread
Greetings friends, One of our panelists is unavailable for our originally scheduled session on Service Desk metrics that was tentatively scheduled for Thursday, 17 April at 2 pm ET. Stay tuned for a revised date. ------------------------------ - Bob Black Director, IT Process and Planning Miami University ...

RE: Meetup to discuss generative AI in service desk practices

Posted By Bob Black 04-09-2025 07:01:03 AM
Found In Egroup: IT Support Services \ view thread
Greetings friends, Reminder to stop by the zoom today at 3 pm ET to share experiences, thoughts, fears, and hopes about using generative AI in service desk activities. https://miamioh.zoom.us/j/83650126089?pwd=lG28c02EyMhtYemyLM6oFnD1Tt3Uv4.1&jst=2 Note: this session will not be recorded as it ...

RE: Meetup to talk about Generative AI in service desk practices

Posted By Bob Black 04-09-2025 07:00:28 AM
Found In Egroup: IT Service Management \ view thread
Greetings friends, Reminder to stop by the zoom today at 3 pm ET to share experiences, thoughts, fears, and hopes about using generative AI in service desk activities. https://miamioh.zoom.us/j/83650126089?pwd=lG28c02EyMhtYemyLM6oFnD1Tt3Uv4.1&jst=2 Note: this session will not be recorded as it ...

Meetup to discuss generative AI in service desk practices

Posted By Bob Black 04-04-2025 08:48:00 AM
Found In Egroup: IT Support Services \ view thread
Greetings friends, As part of our the ITSM CG focus series on the service desk practice, we are planning an informal meetup to talk about uses of Generative AI in service desk practices. If you are currently using generative AI in your service desk, have interest in doing so, or have concerns/fears ...

Meetup to talk about Generative AI in service desk practices

Posted By Bob Black 04-04-2025 08:47:00 AM
Found In Egroup: IT Service Management \ view thread
Greetings friends, As part of our current focus series on the service desk practice, we are planning an informal meetup to talk about uses of Generative AI in service desk practices. If you are currently using generative AI in your service desk, have interest in doing so, or have concerns/fears about ...

RE: Incident Management

Posted By Bob Black 04-04-2025 06:56:17 AM
Found In Egroup: IT Service Management \ view thread
Info on MiamiOH incident management practice available at https://miamioh.teamdynamix.com/TDClient/2385/ITSM/KB/ArticleDet?ID=103537 The early practice design materials date back to initial launch of formal incident management for us in ~2014 so some of it might be a little dated. It's largely withstood ...

RE: ITSM CG Service Desk Practice Focus Series Kick-off Panel set for 13 March at 3 pm ET

Posted By Bob Black 04-01-2025 01:07:15 PM
Found In Egroup: IT Support Services \ view thread
Greetings friends, The recording from our kick-off panel on service desk is available on ITSM wiki at https://sites.google.com/educause.edu/educause-cg-webpages/itsm/itsm-events Bonus: during the session, several folks asked for the training plan outline used at Illinois. They've graciously provided ...

RE: Service Desk Practice Focus Series Kick-off Panel set for 13 March at 3 pm ET

Posted By Bob Black 04-01-2025 01:07:00 PM
Found In Egroup: IT Service Management \ view thread
Greetings friends, The recording from our kick-off panel on service desk is available on ITSM wiki at https://sites.google.com/educause.edu/educause-cg-webpages/itsm/itsm-events Bonus: during the session, several folks asked for the training plan outline used at Illinois. They've graciously ...

RE: Service Desk Practice Focus Series Kick-off Panel set for 13 March at 3 pm ET

Posted By Bob Black 04-01-2025 01:06:31 PM
Found In Library: IT Service Management (ITSM)

March Open House on Friday at 4 pm ET

Posted By Bob Black 03-26-2025 01:33:00 PM
Found In Egroup: IT Service Management \ view thread
Greetings friends, Join us for the March ITSM open house at 4pm ET on Friday via zoom at miamioh.zoom.us/j/84359900987. Our typical approach is to do a round of introductions where we give people an opportunity to share what's on their mind. Recent conversations have centered around: ITSM Tool ...

RE: Service Desk Practice Focus Series Kick-off Panel set for 13 March at 3 pm ET

Posted By Bob Black 03-12-2025 09:34:16 AM
Found In Egroup: IT Service Management \ view thread
Greetings friends, Reminder that our first service management practice series, focused on the service desk, kicks off this week with a panel of service desk managers. Join our panelists to discuss their service desk practices. We hope to cover a range of topics including people (hiring, training, etc), ...

ITSM CG Service Desk Practice Focus Series Kick-off Panel set for 13 March at 3 pm ET

Posted By Bob Black 03-05-2025 08:49:00 AM
Found In Egroup: IT Support Services \ view thread
Greetings friends, Join the ITSM CG as we kick-off our first service management practice focus series with the service desk this month. Join our panelists to discuss their service desk practices. We hope to cover a range of topics including people (hiring, training, etc), tools and technologies, trends, ...

Service Desk Practice Focus Series Kick-off Panel set for 13 March at 3 pm ET

Posted By Bob Black 03-05-2025 08:47:00 AM
Found In Egroup: IT Service Management \ view thread
Greetings friends, We kick-off our first service management practice focus series with the service desk this month. Join our panelists to discuss their service desk practices. We hope to cover a range of topics including people (hiring, training, etc), tools and technologies, trends, and insights into ...

Anyone using AWS Connect for virtual agents in their service desk?

Posted By Bob Black 02-27-2025 12:51:14 PM
Found In Egroup: IT Service Management \ view thread
Greetings friends, We outsource our IT service desk through a Anthology, who is migrating from using human advisors to virtual agents this fall as the first point of contact for phone calls and chat interactions using the AWS Connect platform. We're nervous about this transition so I'm trying to trace ...

Any experiences with AWS Connect?

Posted By Bob Black 02-27-2025 12:49:52 PM
Found In Egroup: AI \ view thread
Greetings friends, We outsource our IT service desk through a Anthology, who is migrating from using human advisors to virtual agents this fall as the first point of contact for phone calls and chat interactions using the AWS Connect platform. We're nervous about this transition so I'm trying to trace ...

February Virtual Open House tomorrow at 4 pm ET

Posted By Bob Black 02-27-2025 07:35:52 AM
Found In Egroup: IT Service Management \ view thread
Greetings friends, I could swear I just sent this reminder for our January session, but here we are already at the end of February. Where did it go? Join us for the February ITSM open house at 4pm ET. Our typical approach is to do a round of introductions where we give people an opportunity to share ...

First monthly "Final Friday" open house of 2025 at 4 pm ET

Posted By Bob Black 01-31-2025 07:37:16 AM
Found In Egroup: IT Service Management \ view thread
Greetings friends, Apologies for the late notice. This month has FLOWN by for me. Join us for our first monthly ITSM open house of 2025 at 4pm ET. We host these open house on the last Friday of every month at 4 pm ET. So, mark your calendar and pop in to chat about service management. Our typical ...

RE: Seeking Insights on ITSM Governance Organization in Higher Education Institutions

Posted By Bob Black 01-10-2025 07:26:22 AM
Found In Egroup: IT Service Management \ view thread
It is common for service management efforts to begin with "borrowed time and resources" and then find more dedicated resources as they mature and demonstrate success. Practice owners, service level managers, and all the roles defined in ITIL are only roles. They are not meant to be positions but roles ...

RE: ITSM CG practice series in 2025 - service desk up first

Posted By Bob Black 12-18-2024 07:10:23 AM
Found In Egroup: IT Support Services \ view thread
Hello all, A quick reminder that the ITSM CG will be running our focus series on ITIL practices in 2025. We are starting with the service desk practice in January. Please take a moment to complete this survey to convey your interest in service-desk related topics and volunteer to participate in various ...