))
89. Rethinking ITSM: Ken Gonzalez on Organizational Capabilities, Customer-Centricity and Growth
Manage episode 447891078 series 3345466
Content provided by InvGate. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by InvGate or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
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! 🎙️✨
111 episodes
Share
