In this episode of Bytes and Banter, Matt Beran joins us to talk about rethinking IT service management through a more human-centered, experimental lens. From his early days as a farm kid in Minnesota to becoming a consultant and podcast host, Matt shares why he chose service design over tech leadership—and why solving unique problems still excites him.
We dive into the emotional side of tech support, the limitations of surveys, and the real potential of AI in service management. Plus, Matt explains why IT needs to start listening to other departments and how being fearless (even if you fail) is key to building a meaningful career.
🎧 Want more from Matt? Check out https://mattberan.comÂ
Matt has over 20 years of experience in Service Management. He has served in multiple roles, including positions on the service desk, as a consultant, and experience designer. His clients included enterprises of many sizes and industries.
Known for challenging industry norms and practical approaches to Service Management, Matt is now a Sr. Product Specialist at InvGate, a software company building better IT experiences.Â
He is also the host of Ticket Volume, a podcast powered by InvGate, where he discusses topics such as IT, ITSM, Asset Management, cybersecurity, governance, and career development, along with different guests. In addition, he is a highly-regarded speaker at conferences. His favorite topics introduce new ways of thinking about service experiences and improving team collaboration.
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HDI Local Chapters is an all volunteer not-for-profit that brings Technical Support professionals together to connect, share and discuss common challenges, and learn from industry innovators and each other --- https://www.hdilocalchapters.org
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Bytes and Banter Podcast Team Â
Creative Producer/Host: Rocky McGuire - https://www.linkedin.com/in/rockymcguire/
Executive Producer: Terri Oropeza - https://www.linkedin.com/in/toropeza/
Associate Producer: Colleen Rush - https://www.linkedin.com/in/colleen-rush-3603241/
Associate Producer - Daniel Guinto - https://www.linkedin.com/in/daniel-guinto-7b723630/
Technical Producer: Dustin Canter - https://www.linkedin.com/in/dustincanter/
Podcast Operating System: https://www.PodTechs.com
Post-Production: https://www.PodTechs.com
