Check out the Twitter buzz for day 1 of #know12.

First of all - the Twitter search API isn't letting me pull back tweets based on volume so we only have a subset of the tweets sent today.

Lesson 1 - 2,000 attendees exceed the number of tweets you are allowed to pull back from Twitter without a commercial agreement.

The buzz today was:

• Debatable whether the reference to Berlin is the release or the man - there was a lot of talk about both today

New Orleans is buzzing this week.

Not just the live music in the bars on Bourbon Street. Or the expansive riverfront of the Mississippi*. Or the amazing cars dotted around the city that makes the whole city look like a movie set.

It's buzzing in the Hyatt hotel where ServiceNow customers and partners are amassing for Knowledge 12.

It was bound to happen sooner or later... you are diligently updating your Incident, you hit Submit and then realise you were writing in the Comments field rather than the Worknotes

D'oh

Comments are visible to customers, Work Notes are visible internally. Whilst we are all far too professional to write anything snarky about our customers in the WorkNotes you might sometimes annotate information that is better kept internal.

A few weeks ago I blogged over at The ITSM Review on 7 Benefits of Using a Known Error Database (KEDB).

I was wondering – do you have a Known Error Database? And are you getting the maximum value out of it?

The concept of a KEDB is interesting to me because it is easy to see how it benefits end users. Also because it is dynamic and constantly updated.
Most of all because it makes the job of the Servicedesk easier.

Yesterday I went to the Servicedesk and IT Show in Earls Court London.

ServiceNow were of course front and centre on the show floor and the staff and partners manning the stand looked absolutely swamped with people at times.

I went mainly to meet up with people, check out some of the sessions and to see new products.

Practice makes perfect.... Coaching makes perfection quicker

We work in an industry obsessed with metrics and performance. Strange then that we don't currently have a standardised process for measuring and improving the performance of our most expensive resources - our people.

Whilst we strive to automate and design repeatable processes there is a big variable factor involved in guaranteeing a successful outcome.

Over at The ITSM Review I've been talking about the Known Error Database in the context of both Problem and Incident Management.

The Known Error Database is a repository of information that describes all of the conditions in your IT systems that might result in an incident for your customers and users.

As users report issues support engineers would follow the normal steps in the Incident Management process. Logging, Categorisation, Prioritisation. Soon after that they should be on the hunt for a resolution for the user.

Continuing with my series on using Scrum methodology to improve your ITSM system.

Last time we covered some of the key roles that we need to identify to get started with our improvements as well as some terminology and concepts.

Yesterday Consulting Portal and IT Optimizer released the 7th Annual ITSM Industry survey.

Interesting reading and I wanted to share my thoughts...

Geographical split of respondants

It seems that the survey was open to visitors to both the Consulting Portal and IT Optimizer websites, although I wasn't aware of the survey before the results were published.

I just listened to the Gamification of the Service Desk webinar presented by Kim Liston, Michael Slabodnick and Tim Deniston from Omnicare.