Fusion 13 – Top 10 Take Homes

The ITSM Academy team who attended Fusion (Jayne, Lisa, Donna, Mike and Chantell) each contributed our top 2 take homes from this Fantastic conference…. for your reading pleasure….view the slide deck 😉

Also view our video’s on ITSM Academy’s YouTube Channel:

And read Jayne’s blog, Introducing the First Service Management Congress!

Until your next trip to LisaLand…Happy Reading! (and viewing)


Intellectual Rug Burn (IRB)

At the #SMFUSION13 Conference, I had a scary allergic reaction to some food at a restaurant. Three Benadryl later—no kidding—my team put me to bed. The next morning I was more than a little foggy when I attended Glenn O’Donnell (@glennodonnell) session, and I heard him say, “Intellectual Rug Burn”. That peaked my interest so much that I tweeted it, quoting him, and asked to share a frosty beverage that evening to learn more.

After the session, I asked Glenn about it. Here’s how that went:

(Hugs all around and my hearty congrats to Glenn for knocking it out of the ball park and then…)

Lisa: “You really intrigued me with that expression, ‘Intellectual Rug Burn,’ what did you mean by that?”

Glenn: “Excuse me”?

Lisa: “When you said, ‘Intellectual Rug Burn,’ what did you mean?”

Glenn: “Lisa, I said intellectual grunt work.”

Lisa: “Well, I heard what I heard…and then I tweeted it.”

No, that’s not embarrassing at ALL to have had that conversation with a lead analyst at Forrester…

To which Dhiraj Gupta (@dhiraj4772) quipped, “You have to come to the Cleveland LIG and present on Dirty ITSM.”  Sidebar, we are actually thinking of doing that, but in a way that’s humorous and informative without being offensive or too risqué – so if you have ideas email or tweet (@ITSM_Lisa) me.

Of course, we laughed a lot about my new favorite Fusion expression. Since I am an above average idiot, I shared the story with many of our industry friends. We are all in agreement, it’s a great expression, but what does it mean?

I’ve been thinking a lot about it. So I Googled it…I don’t know if I was surprised or not, but there are zero results found on the phrase…but it’s Awesome, because I’m coining it, and seriously thinking of registering the mark on it—LOL.

I asked my husband, but he got all political in his response, so I’m not going down that path with you.

So, my (perhaps still Benadryl fogged) brain started really thinking about it…Rug burn is something that hurts later, but while you’re getting it, you are so “involved” that you don’t notice it’s bad for you.

Add the word Intellectual with that, and one definition could be any conversation you have, with yourself or others, that feels good while you are doing it, but hurts later…

When put in that context, the first thing that comes to mind is gossip, whether it’s grousing about a co-worker, a competitor or an organization. It might feel cathartic to have the conversation, but what good ever comes from negativity? Wouldn’t it be better if our conversations centered on identifying problems, dissecting possible reasons, suggesting solutions and taking actionable steps to resolve the issue?

And I guess that’s my take-away from all of this. The next time I find myself having a conversation that I will later categorize as IRB, I’m not going to do it. Instead I will identify, dissect, suggest and take action! And I challenge all of you to do the same.

Because #ILoveMyJob, I don’t want any negativity in my culture, and let’s face it people, “The fish stinks from the head down.”

Until your next trip to LisaLand…Happy Conversing!


The Beauty of Buying

Once, many (many) years ago, I heard or read a sentence that has had a powerful impact on my professional life.  I’m sorry I don’t remember where it came from, because I would love to give credit where it is due, but I just don’t remember….

But the truth in this sentence is powerful in its simplicity.  “People love to buy stuff, but they hate being sold to”.

Think about that for a moment.  Close your eyes and recapture the excitement you felt the last time that you purchased something you were excited about.  The adrenaline rush you got when you made the “buy” decision.  I don’t care if it was a new purse, a car, a techno-gadget, etc.

Now, rethink that experience if you were being hounded by a sales person, who was trying to shove it down your throat.  You might not have purchased it.  If you did, their bad actions would have diminished the thrill of the purchase.

Our Vision at ITSM Academy is, “To be the first call every ITSM professional makes when contemplating training”.

Our Mantra, “It’s easy to buy from us”.

I think you see where I’m going with this.

For those lucky enough to have jobs centered on helping folks buy stuff – when done correctly – we get to share in their purchase high.  As an added bonus for us here at the Academy, we get to assist them in buying something that will actually help improve their jobs.  Even better, when they take the best practices back and start the cultural change needed to morph their IT shops into a service organization, we have the ability to positively impact thousands of people each year. 

How cool is that?  #ILoveMyJob

And all of us are sales people.  Even if your job has nothing to do with sales or marketing, you spend part of your day selling something to someone.  Whether it a new idea to your boss, convincing your husband to try a new restaurant, your kids to eat their vegetables, (I could go on and on, but I won’t).  I am convinced that there is at least one daily interaction in everyone’s life, where you are selling to someone.  So remember, don’t sell it to them, help them buy it 😉

Until your next trip to LisaLand…Happy Buying!


Welcome to LisaLand

People often say to me, “you should write a book”. As a matter of fact, three peers at the itSMF Fusion conference said it to me this week. And of course, my immediate reaction is, “I don’t have time to write a book”… and I don’t. But, one of our keynote speaker’s – Cindy Solomon – talked about courage. And I realized, I can be courageous and start a blog. It’s not a book, but I think my random moments of inspiration are better suited to short blogs anyway – LOL.

The plan is to write about the things I know… process improvement, motivating teams, using humor and storytelling skills to foster relationship, etc.

Check out my professional profile and connect with me on LinkedIn.