58. How To Stay Relevant? Tips And Tricks For IT Leaders With Anthony Orr Ticket Volume

16:46

In this special 100th episode of Ticket Volume – IT Podcast, we flip the script. Instead of interviewing a guest, host and InvGate Product Specialist Matt Beran takes a moment to reflect on the journey so far — what the podcast has meant to him, how it’s changed his perspective on IT, and the five biggest lessons he’s learned from over 100 conversations with industry leaders. He also revisits standout episodes that surprised him, challenged him, or simply stuck with him — from mental health to experience management to change enablement. Here’s a sneak peek: 1. Why complexity is unavoidable — and that’s okay. The value of sitting with a problem instead of rushing to fix it. How unexpected ideas can lead to breakthrough change. Why your network might be your biggest asset. A reminder that people are the heart of all tech. Whether you’ve been with us since episode one or just tuned in recently, this one’s for you. Thanks for being part of the Ticket Volume community! Don’t forget to like, subscribe, and share your thoughts — we’d love to hear from you.…

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99. Designing IT Services That Build Trust: Georgina Otubela on Service Design & Incident Management 30:36

13 weeks ago30:36

30:36

In this episode of Ticket Volume – IT Podcast, Matt Beran is joined by Georgina Otubela, Service Delivery Manager at Vita Bank, to dive deep into service design, incident management, and the role of trust in IT services. Gabriela shares her insights on how IT teams can build strong relationships with users, respond effectively to incidents, and balance automation with human interaction to create better service experiences. Here’s a sneak peek: 1. Why trust is the foundation of great IT services. 2. How to improve incident management by focusing on communication. 3. The role of automation in freeing up IT teams—and when not to use it. 4. Why transparency and accountability are key to service recovery. 5. How to recognize when you’ve designed a truly great IT service. Tune in for an insightful conversation packed with real-world advice for IT professionals looking to enhance their service management approach. Don’t forget to like, subscribe, and share your thoughts in the comments! #ServiceManagement #ITSM #IncidentManagement #Automation #ITLeadership #ITServiceDesign #CustomerExperience #ITTrust #TicketVolume #Podcast…

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98. IT Recycling done right: Alicia Syx on secure & sustainable ITAD 29:00

15 weeks ago29:00

29:00

In this episode of Ticket Volume – IT Podcast, Matt Beran sits down with Alicia Syx, IT Asset Disposition (ITAD) expert at Sycamore International, to expose the hidden risks and overlooked opportunities in IT recycling. From data security failures to unexpected financial benefits, Alicia reveals what most companies get wrong about disposing of their old tech—and how to fix it. Here’s a sneak peek: 1. The shocking reality of IT asset graveyards and untracked tech. 2. Why ""wiping a hard drive"" isn’t enough to keep your data safe. 3. The certifications that separate responsible IT recycling from risky disposal. 4. How companies can turn old tech into cash instead of paying to get rid of it. 5. The environmental impact of short-lived devices (and what to do about it). If your company still handles IT disposal like an afterthought, this episode will change your perspective. Listen now to learn how to protect your data, save money, and make IT recycling work for you! Don’t forget to like, subscribe, and share your thoughts in the comments! How does your organization handle IT recycling? #ITRecycling #ITAD #DataSecurity #TechDisposal #Ewaste #SustainableIT #ITAssetManagement #SecureIT #TicketVolume #Podcast…

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97. What Organizational Governance Really is: Insights From Valence Howden 26:53

17 weeks ago26:53

26:53

Governance—it’s a term we hear all the time in IT and business, but do we really understand it? In this episode of Ticket Volume – IT Podcast, Matt Beran sits down with Valence Howden, Advisory Fellow at InfoTech Research Group, to break down governance, its misconceptions, and how it can truly enable organizations instead of holding them back. Here’s a sneak peek: 1. What governance really means (hint: it’s not just bureaucracy). 2. How to spot healthy vs. unhealthy governance in your organization. 3. Why governance should be an enabler, not a roadblock to change. 4. The role of governance in IT teams, Change Management, and risk mitigation. 5. How to fix broken governance and make it work for your business. If governance has ever felt like a frustrating set of rules instead of a strategic advantage, this conversation is for you. Tune in now to rethink how governance impacts IT, decision-making, and organizational success! Don’t forget to like, subscribe, and share your thoughts in the comments! Have you experienced great (or terrible) governance in your organization? Let’s discuss! #OrganizationalGovernance #ITGovernance #ITLeadership #GovernanceFramework #ChangeManagement #DigitalTransformation #TicketVolume #Podcast…

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96. The Power of SLAs: Linda Lenox on Bridging Business and IT Through Meaningful Metrics 32:43

19 weeks ago32:43

32:43

In this episode of Ticket Volume, Matt Beran welcomes Linda Lenox, a Service Management expert with decades of experience transforming IT operations. Together, they dive into the art and science of crafting meaningful Service Level Agreements (SLAs) that align with business objectives, foster collaboration, and empower service desk teams. From overcoming the fear of SLAs to leveraging them as tools for continuous improvement, Linda shares actionable insights and real-world examples to inspire IT leaders. Here’s a sneak peek: 1. Why SLAs shouldn’t be a “stick” for service desk agents. 2. The importance of starting SLA discussions with current metrics. 3. How SLAs can bridge the gap between IT and the business. 4. Tips for balancing metrics like first call resolution and call times. 5. Using SLAs as a tool for service improvement, not just measurement. Tune in for an engaging conversation packed with practical advice for IT pros, service management leaders, and anyone striving to make SLAs a business enabler. Don’t forget to like, subscribe, and share your thoughts—we’d love to hear from you!…

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95. The Road to Zero Incidents: John Gordon on Preventative Incident Management 37:40

21 weeks ago37:40

37:40

In this episode of Ticket Volume, Matt Beran sits down with John Gordon, Senior VP of HP Managed Solutions Division, to explore how preventative Incident Management is reshaping IT operations. With a vision for zero-incident environments, John shares strategies to move from reactive problem-solving to proactive prevention, helping IT teams reduce downtime and improve user satisfaction. Here’s a sneak peek: 1. Why zero incidents should be every IT team’s goal. 2. The role of telemetry and automation in proactive IT operations. 3. How redefining SLAs can drive a preventative mindset. 4. The challenge of measuring hidden ROI—and why it’s worth it. 5. Lessons from HP’s success with preventative strategies. Tune in to learn how preventative Incident Management can transform your IT approach and hear actionable advice from one of the industry’s leading voices. Don’t forget to like, subscribe, and share your thoughts in the comments!…

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94. Optimizing Service Management for higher education: Insights with Vicki Rogers 31:17

23 weeks ago31:17

31:17

Optimizing Service Management in higher education with Vicki Rogers In this episode of Ticket Volume, Matt Beran sits down with Vicki Rogers, Director of Service Management at Georgia Tech, to explore the unique challenges and opportunities of service management in higher education. From fostering a community of practice across 26 institutions to leveraging data for driving change, Vicki shares her journey of collaboration, leadership, and people-first strategies. Here’s a sneak peek: 1. How to build a grassroots network for IT collaboration. 2. The importance of data in advocating for IT improvements. 3. Balancing diverse stakeholder needs in higher education IT. 4. Strategies for smaller institutions with limited resources. 5. Why humility and relationships are key to driving organizational change. Tune in for an inspiring conversation packed with actionable insights for IT leaders and service management pros. Don’t forget to like, subscribe, and share your thoughts—we’d love to hear from you!…

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93. IT Service Management Trends For 2025: Insights from Rob, Claire, and Mark 1:05:15

25 weeks ago1:05:15

1:05:15

In this episode of Ticket Volume, Matt Beran reunites with ITSM legends Rob England, Claire Agutter, and Mark Smalley to explore how 2024 shaped IT Service Management and what trends will define the years ahead. This dynamic conversation revisits last year’s predictions, reflects on the year’s pivotal events, and delves into the evolving landscape of Service Management. Here’s a sneak peek: 1. Why the open-source model faced challenges in 2024—and what it means for IT teams. 2. How AI is transforming workflows and becoming an integral part of ITSM. 3. The rise of niche professional communities and the shifting role of platforms like LinkedIn. 4. Cybersecurity wake-up calls and strategies for securing IT supply chains. 5. Predictions for 2025, including human-centric ITSM, sustainability, and adaptive frameworks. Join us for a thought-provoking discussion packed with insights, advice, and a few philosophical gems from three of ITSM’s brightest minds. Whether you’re an IT pro or just curious about the future of Service Management, this episode is a must-watch! Don’t forget to like, subscribe, and share your take on the trends shaping ITSM in the comments below!…

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92. Customer Experience And Emotional Intelligence: Key Insights and Strategies 42:16

27 weeks ago42:16

42:16

Emotional Intelligence, CX, and Building Community with Luke Jamieson and Michael Mattson In this episode of Ticket Volume, Matt Beran sits down with CX leaders Luke Jamieson and Michael Mattson to unpack the evolving roles of emotional intelligence and community-building in Customer and Employee Experience. From practical advice for fostering employee engagement to the game-changing impact of tools like AI and observability, this episode delivers actionable insights for modern leaders. Here’s a sneak peek: 1. Why emotional intelligence is the backbone of CX and EX. 2. The difference between employee engagement and experience (and why it matters). 3. How community-driven projects like Twenty20ish redefine networking. 4. Leveraging AI and Journey AI for better CX strategies. 5. Tips for newcomers starting out in CX and service roles. Tune in to explore how emotional intelligence and technology can transform the way we work and connect. Don’t miss it!…

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91. The Future of AI in IT: Insights from InvGate CEO Ariel Gesto 27:46

29 weeks ago27:46

27:46

AI, Leadership, and the Future of Service Management with Ariel Gesto. In this episode of Ticket Volume, Matt Beran sits down with Ariel Gesto, CEO and co-founder of InvGate, to explore the game-changing (and sometimes intimidating) role of AI in IT and business. From cutting through the hype to discussing how AI can truly enhance Service Management, Ariel shares invaluable insights on staying grounded while leading innovation. You’ll also hear his inspiring story of building InvGate from Buenos Aires into a global leader—and how passion and purpose drive his every decision.Here’s what’s inside: 1. Why fear of AI is holding businesses back. 2. How InvGate’s AI service layer delivers real value (without replacing people!). 3. The right way to adopt AI while maintaining governance and data integrity. 4. Ariel’s journey as a founder—and his advice for future entrepreneurs. 5. Why simplifying workflows can change lives for IT teams. If you’re curious about where AI fits in IT Service Management or want to hear what it takes to lead a global company, this episode is a must-watch! Don’t forget to like, subscribe, and share your thoughts in the comments. We’d love to hear your take on AI and the future of IT! --- Share your feedback! Help us improve Ticket Volume by taking our quick year-end survey at this link . Your input will shape our 2025 content! 🎙️✨…

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90. Building a Service Management Office: Lessons from JAMF's Journey on Ticket Volume Podcast 32:32

31 weeks ago32:32

32:32

In this episode of Ticket Volume, Matt Beran reconnects with the team behind JAMF’s Service Management Office (SMO) to explore their journey and success stories! Featuring insights from Melissa Dunham, Senior Director of IT Support and Services, along with Kyle Carlson and Minta Wahlers, this conversation sheds light on the practical steps and challenges involved in building a thriving SMO. Here’s a quick sneak peek: 1. How Knowledge Management boosts collaboration and efficiency. 2. Building trust and buy-in through thoughtful Change Management. 3. The essential distinctions between Release and Change Management. 4. Transforming IT Asset Management into a foundational practice. 5. The power of Organizational Change Management for smooth transitions. Tune in for an inspiring look into JAMF’s SMO and learn valuable strategies to support your own ITSM initiatives. --- Share your feedback! Help us improve Ticket Volume by taking our quick year-end survey at this link . Your input will shape our 2025 content! 🎙️✨…

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89. Rethinking ITSM: Ken Gonzalez on Organizational Capabilities, Customer-Centricity and Growth 37:54

33 weeks ago37:54

37:54

Join us as we dive into the latest Ticket Volume - IT podcast episode with the insightful Kenneth "Kengon" Gonzalez! This time, Kenneth, a former Gartner analyst and industry advisor, shares why focusing on organizational capabilities (not just tools!) is the future of IT Service Management and business growth. If you’ve ever wondered if ITSM is dead, or why Gartner retired its famous Magic Quadrant, this is for you! Get ready for some bold perspectives and a reimagined approach to customer success and organizational improvement. Here’s a quick sneak peek: 1. Why ITSM tools are losing their edge. 2. The power of organizational capabilities for real impact. 3. Moving from SLAs to XLAs for customer experience that matters. 4. Why maturity models might be holding you back. 5. The surprising reason Gartner retired the Magic Quadrant. Don't miss out on this refreshing look at ITSM and organizational evolution with Kenneth Gonzalez --- Share your feedback! Help us improve Ticket Volume by taking our quick year-end survey at this link . Your input will shape our 2025 content! 🎙️✨…

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88. Are Rigid Processes Hurting Service Management? Insights on Flexibility with Shane Carlson 40:11

35 weeks ago40:11

40:11

In this episode of Ticket Volume, Matt Beran chats with Shane Carlson, Director of Global Presales Strategic Services at Airtable, about the evolution of Service Management processes. They explore how rigid processes can hold teams back, the shift to more flexible patterns, and the impact of technology on modern workflows. Discover how agility and outcome-focused strategies are transforming Service Management. --- Share your feedback! Help us improve Ticket Volume by taking our quick year-end survey at this link . Your input will shape our 2025 content! 🎙️✨…

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87. Exploring Mental Health in Tech: Insights with Dr. Torres, Aileen Day, and Emily Hubbard 50:00

40 weeks ago50:00

50:00

In this episode of Ticket Volume, host Matt Beran dives into the crucial topic of technology and mental health. Joined by experts Dr. Erika Torres, Aileen Day, and Emily Hubbard, they explore the challenges tech professionals face, from empathy fatigue to communication breakdowns. Discover actionable insights on how to build healthier, more empathetic workplaces, the importance of soft skills, and the systemic changes needed to support mental well-being in tech. Don’t miss this enlightening conversation about the intersection of technology and mental health!…

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86. Is the IT Job Market in Crisis? Insights and Tips with David Lowe & Stephanie Lundberg 52:45

42 weeks ago52:45

52:45

Is the IT job market strong or in crisis? Where should you search for jobs? How do you land interviews and stand out? These are the main questions we tackle in this episode of Ticket Volume. Join host Matt Beran as he dives into the IT job market with experts David Lowe and Stephanie Lundberg. They explore current trends, challenges, and strategies for navigating the job landscape. Don't miss out on their valuable insights! Comment and subscribe to stay connected with us at InvGate. Let’s keep the conversation going!…

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85. The 5 levels of Service Management Maturity with Joshua Nelson, Alex Harding and Sarah Bulley 36:09

44 weeks ago36:09

36:09

Join us in Episode 85 of Ticket Volume as we delve into the world of Service Management Maturity and Service Desk Certifications with industry experts Joshua Nelson, Alex Harding, and Sarah Jayne Bulley. Discover the five levels of Service Desk Certifications, their importance in IT Service Management, and how achieving these certifications can elevate your organization's service desk operations. This episode offers valuable insights and practical advice for IT professionals looking to enhance their service delivery and align with industry best practices.…

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84. Sustainable IT & Enviromental, Social and Governance: Insights with Dr. Tuuli Bell 32:30

46 weeks ago32:30

32:30

Join us for an enlightening episode of the Ticket Volume podcast as host Matt Beran sits down with Dr. Tuuli Bell, a leading expert in sustainability and Environmental, Social, and Governance (ESG) criteria. In this discussion, they explore the critical role of sustainability across various sectors, including construction, textiles, and IT. Dr. Bell shares her extensive knowledge on how businesses can adopt sustainable practices, highlighting the importance of ESG in evaluating their societal impact. Discover how the IT industry is stepping up to the challenge, from energy-efficient data centers to the emerging field of green software development. Learn about the circular economy and how individuals can take actionable steps towards sustainability in their daily lives. Dr. Bell emphasizes that every effort counts, and together we can create a positive impact on our planet. Don’t miss this opportunity to gain valuable insights into sustainable practices and the future of ESG. Be sure to like, comment, and subscribe for more engaging discussions on sustainability and technology!…

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83. Revolutionizing ITSM with AI: Insights & Innovations with Daniel Ciolek 36:00

48 weeks ago36:00

36:00

Join us for a thrilling dive into the world of AI in IT Service Management with expert Daniel Ciolek from InvGate. In this episode, Daniel spills the secrets on how AI is transforming ITSM—from supercharging response times to enhancing document privacy. Get ready for a fun and insightful journey into the future of ITSM. Don’t miss out! What do you think of this episode? How are you using AI in ITSM? Let us know. See you in the next episode!…

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82. Are IT people socially awkward? Debunking 4 IT stereotypes 34:35

50 weeks ago34:35

34:35

Are IT professionals really socially awkward? Does rebooting solve everything? Join us in Episode 82 of Ticket Volume as Matt Beran and guests Chris Chagnon, Caitlin Price, and Valence Howden dive into common IT stereotypes. They explore the evolution of IT roles, discuss the industry's gender dynamics, and share how modern IT pros use fashion as a conversation starter. Discover how these myths hold up in today’s tech world. Listen in for a fresh, engaging perspective on the lives of IT specialists! Caitlin works as an Associate Support Analyst at Giant Eagle. Her passion is sharing information and telling the stories that need to be told. Valence is an International Speaker and an Info-Tech Distinguished Analyst. He was recognized by HDI as one of the Top 25 Thought Leaders. Chris Chagnon is an ITSM Innovator who designs and develops award-winning experiences for managing and carrying out the ITSM process.…

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81. Women of ITSM: A community for sharing and growing with Lucy Grimwade and Sophie Hussey 33:14

1 year ago33:14

33:14

There's a reality we can't deny: the IT world is dominated by men. Fortunately, spaces like Women of ITSM emerge, an online community designed by women for women. Led by Sophie Hussey and Lucy Grimwade, this platform aims to be a safe space to share experiences and grow personally and professionally. In this episode, our host, Matt Beran, engages in a dialogue with Sophie and Lucy about the challenges women face in the ITSM world, the importance of building community to achieve goals, and delves into the details of Women of ITSM.…

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80. NIS2 Implementation: Challenges And Tips, With Morten Eeg, Wathagi Ndungu & Gennady Kreukniet 40:12

1 year ago40:12

40:12

The NIS2 implementation deadline is upon us. Next October, the member states of the European Union and the organizations operating within their territories will need to adapt to this directive. If you work in cybersecurity and still don't know how to start this adaptation process or what needs to be taken into account to meet the deadline, don't worry. We've gathered three specialists to guide us through the process. Throughout this episode, Morten Eeg Ejrnæs Nielsen, Wathagi Ndungu, and Gennady Kreukniet engage in a dialogue with our host Matt Beran about NIS2 implementation and its primary challenges. Morten Eeg Ejrnæs Nielsen is an Advisor and Public Speaker on Information Security and Compliance. He currently serves as Security Advisor at Globeteam, where he does maturity assessments using NIST CSF, risk assessments based on the ISO27005 methodology, NIS2 implementation, GDPR counseling, auditing data processors, and internal audits. He has also worked teaching in NIS2 and GDPR. Wathagi Ndungu is the Security Expert Group Manager within ZEISS Group, which includes driving & enabling ZEISS-wide implementation for the European Union NIS2 Directive. She also served as a Responsible AI Consultant and Data Protection expert at the same company. Prior to this, she worked in Data Protection Compliance at Engel & Völkers Technology GmbH. Gennady Kreukniet is the CISO & Senior OT Security Consultant at Applied Risk (a DNV Company). Before this, he served first as Digital Innovation Consultant and then Senior Consultant at DNV.…

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79. How to Achieve Regulatory Compliance in Multinational Companies, With Jordan Thurston, SVP at Citi 27:57

1 year ago27:57

27:57

Ensuring regulatory compliance is an ongoing process that involves constantly adapting to new scenarios. Jordan Thurston, SVP at Citi, broke down what it means to work in Regulatory Portfolio Management and how to incorporate compliance practices into companies successfully. To illustrate this, he also explored the relationships between Compliance Management and ITAM. Bringing the episode to an end, Jordan shared the principles of the Dragonfly Construct, his personal theory that provides a new format for strategic management and process improvement. Jordan Thurston is the Senior Vice President and Global Head of Regulatory Portfolio Management & Performance Analytics at Citi. Previous to this, he served as VP and Product Group Manager & Regional ESG Champion Co-Head at Goldman Sachs. Jordan has ten years of management experience, ranging from retail to the financial industry, and including six years in Risk, Governance, and Vendor Management.…

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[Webinar] Wiring The Winning Organization: Automation, Innovation, And Adaptability 1:01:35

1 year ago1:01:35

1:01:35

What will the future bring to the workplace — and more importantly, how can organizations start adapting now? It's pretty clear by now that the way of working is changing rapidly. The eruption of generative AI greatly impacted how we see work, and its potential is enormous. There seems to be no limit to what it can do — and that's both exciting and frightening. But regardless of how we feel about it, there's a unifying thought popping into every leader's mind, "If we don't know how this will evolve, how can I prepare for it?" Gene Kim, author of "Wiring The Winning Organization," is here to help. In this webinar, he'll discuss, along with host Matt Beran, several ideas to wire your teams in a way flexible enough to adapt to the speed of change. In addition, they will explore multiple options to leverage automation and AI to build efficient IT services today. So, come join Gene and Matt in this webinar — and get a free AI tools map for service and support! Webinar topics: - Where we stand, and where the IT industry is heading. - How companies are working towards adaptability. - What the greatest organizations are doing TODAY to prepare for tomorrow. - The role of automation and AI in the future workplace. - How to create management systems that liberate people's minds. For the past 25 years, Gene Kim has been studying high-performing technology organizations. He is a Wall Street Journal bestselling author, researcher, and multiple award-winning CTO. He founded Tripwire, Inc. and acted as its CTO for 13 years. Some of his most famous books include "Wiring the Winning Organization," "The Unicorn Project," "The DevOps Handbook," and "The Phoenix Project."…

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78. Past, Present, And Future of the Workplace, With Christopher Dancy 35:50

1 year ago35:50

35:50

Register to our next webinar with Gene Kim to discuss how to wire the organization to adapt to the future here: https://invgate.com/ticket-volume/live/! When it comes to understanding the future of the workplace, Christopher Dancy makes the argument that, before anything else, we have to take a good look at where we come from and where we are at today. With this in mind, and looking to drive away from unnecessary fear and uncertainty, first he explores the present context and work conditions to point out the importance of incorporating people’s singularity and values to the work environment. Then, he shifts the focus towards technology, going through a little bit of history to introduce the concept of “adaptive platforms” to think about possible future scenarios in tech. Christopher Dancy, also known as “The World’s Most Connected Person,” is a highly recognized voice within the ITSM community. Before going independent as a consultant, author, and speaker, he served in different roles for companies such as LANDESK Software, CTOBMC Software, PinkElephant, ServiceNow, BMC, Healthways, and Compassware. Christopher also founded ServiceSphere, the first ITSM organization to market with offerings combining Social Media and ITSM.…

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[Webinar] How to Build a Multidisciplinary ITSM Project, With Jyoti Chopra and Darrel Popowich 36:51

1 year ago36:51

36:51

Download the 14 ITSM Framework Cheat Sheet here: https://bit.ly/43PAm6z | Register to the next live webinar here: https://bit.ly/3PO6amI. There's no unique way to decide how IT teams manage the delivery of IT services to customers. Multiple frameworks can come into play — and typically, simultaneously. The beauty of it is that your plan can be nurtured with multiple perspectives. The drawback is that you can get caught up in complex terminology and never implement said plan. Working with multiple expert team members is a challenge, but it's not impossible. And Jyoti Chopra and Darrel Popowich know how to do it. In this episode, they discuss how to think about and apply standards, frameworks, and concepts, introduce new ways of working with teams, and find and explore new methodologies. In addition, they emphasize the importance of solid communication within the team and with other teams to succeed with your ITSM project. Jyoti Chopra has over 15 years of experience stimulating and shaping business demand across various functions. She is currently the IT Business Relationship Manager at SCI Group Inc. Some of her previous roles include Director of IT at Sakshem IT Solution and Sr. IT Manager at Glaze Trading India. In addition, she was named Top BRM in 2023 by the Business Relationship Management Institute. Darrel Popowich is the Chief Visionary Officer and COO of the BRM Institute. He has over 25 years of experience in the IT world, occupying multiple positions — including Manager of IT Enterprise Services at TransAlta, Vice President of Information Technology at H&R Block Canada, and Managing Director at Online Business Systems. His primary focus is improving IT's capability to explicitly connect IT to business objectives that increase organizational value delivery.…

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77. ITSM, BRM, Agile, Project Management: Why None of Them Matter, With David Tomlinson 1:12:15

1 year ago1:12:15

1:12:15

Register to our next live webinar here: https://bit.ly/3Vkzjtm. What do ITSM, BRM, Agile, and Project Management frameworks have in common? Kicking off this year's season of Ticket Volume, David Tomlinson invites us to explore this question. He makes the argument that any successful framework implementation doesn’t mean obsessing over which one is better or finding a perfect fit and following it blindly. For this, he explains how organizations and leaders have to focus on adaptation, common sense, and the human factor when it comes to designing strong processes. David Tomlinson serves as Senior Learning Specialist and DevOps Ambassador for DevOps, Agile, Project, Program, and IT Service Management at QA Ltd. Before this, he also worked for over ten years as Senior Trainer Consultant at FGI Consultancy.…

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[LIVE SESSION] - The Future of IT Service Management 1:11:29

1 year ago1:11:29

1:11:29

Register here to win an "Introduction to ESM" book: https://bit.ly/3RMDADo! Same as every year, December arrives with trends, predictions, and the need to try to take a glimpse at the future. For the IT industry in particular, 2023 brought several changes – and a few game-changers. The eruption of AI is clearly a hot topic, and we have also witnessed a more profound shift towards experience, as well as a focus on capabilities and measuring value. And since we're not fortune-tellers, we brought a panel of experts to reveal what's in store for 2024 in the IT Service Management world. Should we be prepared for another groundbreaking innovation? Is there something else we need to prepare for? Only time will tell – but you can listen for some spoilers and predictions! Rob England, Claire Agutter, and Mark Smalley join Matt Beran to discuss the future of Service Management, specifically focusing on IT and other shared service functions. Formerly known as “The IT Skeptic”, Rob England is an active contributor to ITIL Service Strategy, The Unicorn Project, The Agile Manager, Open Management, The DevOps Handbook, a lead author of the VeriSM digital framework. Claire Agutter is currently the Director at ITSM Zone and Scopism. She's a Service Management trainer, consultant, author, and Chief Architect for VeriSM. She was recognized as an HDI Top 25 Thought Leader in 2018 and 2019 and was nominated as one of Computer Weekly's 50 Women in Tech. Self-defined as The IT Paradigmologist, Mark Smalley is an ITIL author and co-author, IT Management consultant and trainer, advisor, and former ambassador of organizations such as DevOps Agile Skills Association and ASL BiSL Foundation.…

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76. Unlocking the Main Elements of the Knowledge Centered Service, With Lana Kosnik 32:24

2 years ago32:24

32:24

The KCS offers a more collective approach to Knowledge Management through a defined method. Lana Kosnik, trainer in this system, explains here the main elements that make up the Knowledge Centered Service approach. She starts by explaining how the KCS coaching programs operate through a peer-to-peer perspective. Then she dives into the method’s main elements, including the eight solve and evolve processes, the core concepts, and the four principles that guide the whole system. To conclude, she shares some recommendations for what to do with legacy content when adopting the KCS, and lists the main benefits she has seen come along with the adoption. Lana Kosnik is a certified Knowledge Centered Service V6 Trainer and currently works as KCS Knowledge Management Practice Manager at Upland Software. Before this, she got her start in administrative roles and catering sales and operations. Lana also served as Part-Time Faculty at Oakland University.…

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75. How To Reduce The Fear of AI, With Mariena Quintanilla 29:41

2 years ago29:41

29:41

Based on her experience working with teams to introduce the tool, Mariena shares advice on how to reduce the fear of Generative AI, and some strategies on how to incorporate it into businesses and people's everyday tasks. Along this, she explores the process of upskilling and gives out recommendations for those looking to expand their expertise and get into something new. To finish off, she brings up the work she does with data analysis, focusing on root cause analysis and the importance of introducing insights from support teams for engineers to make improvements based on systemic and data driven analysis. Mariena Quintanilla is an Independent Consultant that works with startups on data quality testing and support systems. She has honed her skills as an organizational leader by helping to build customer facing engineering teams focused on customer data, custom data solutions, and technical support for data products. Prior to this, she spent 10 years in Product and Engineering.…

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74. Business Process Design in ITSM: How to Design Robust Business Processes?, With David Mainville 30:01

2 years ago30:01