Shows
Ticket Volume - IT Podcast102. AI and Service Management: From PepsiCo's VR Training to Ethical DilemmasIn this episode of Ticket Volume – IT Podcast, host Matt Beran sits down with Prashant Arora (PepsiCo), Daniel Ciolek (InvGate), and Suzanne Galletly (AXELOS) to unpack how Artificial Intelligence is reshaping IT Service Management. From VR-powered training and digital twins to self-healing IT operations and ethical dilemmas, this episode explores both the promise and the pitfalls of AI in ITSM.Here’s a sneak peek:- How PepsiCo uses digital twins and VR to cut training from 2 months to 2 weeks.- The role of AI in ticket tria...
2025-10-241h 00
Ticket Volume - IT Podcast101. What Makes Teams Replace IT Tools? Triggers You Shouldn’t IgnoreWhen is it really time to replace IT tools? In this episode of Ticket Volume – IT Podcast, we dive into the warning signs, triggers, and challenges that push organizations to switch IT software.Host Matt Beran sits down with Ignacio Harriague (Director of Product Marketing at InvGate), Linda Lenox (Program Delivery Director at Hall's Culligan Water), and Sandi Conrad (Advisory Fellow at Info-Tech Research Group) to uncover the pain points that drive tool replacement, how to secure budget, and the mistakes to avoid when choosing a new solution.Here’s a...
2025-08-1954 min
Ticket Volume - IT Podcast100. Ticket Volume hits 100 episodes and shares 5 takeaways from the road so farIn 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.
2025-05-1516 min
Ticket Volume - IT Podcast91. The Future of AI in IT: Insights from InvGate CEO Ariel GestoAI, 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:
2024-11-2827 min
Ticket Volume - IT Podcast86. Is the IT Job Market in Crisis? Insights and Tips with David Lowe & Stephanie LundbergIs 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!
2024-08-2952 min
Ticket Volume - IT Podcast83. Revolutionizing ITSM with AI: Insights & Innovations with Daniel CiolekJoin 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!
2024-07-1836 min
Ticket Volume - IT Podcast82. Are IT people socially awkward? Debunking 4 IT stereotypesAre 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 th...
2024-07-0434 min
Ticket Volume - IT Podcast81. Women of ITSM: A community for sharing and growing with Lucy Grimwade and Sophie HusseyThere'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.
2024-06-1333 min
Ticket Volume - IT Podcast80. NIS2 Implementation: Challenges And Tips, With Morten Eeg, Wathagi Ndungu & Gennady KreuknietThe 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 E...
2024-05-3040 min
Ticket Volume - IT Podcast79. How to Achieve Regulatory Compliance in Multinational Companies, With Jordan Thurston, SVP at CitiEnsuring 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...
2024-05-0927 min
Ticket Volume - IT Podcast[Webinar] Wiring The Winning Organization: Automation, Innovation, And AdaptabilityWhat 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...
2024-05-021h 01
Ticket Volume - IT Podcast78. Past, Present, And Future of the Workplace, With Christopher DancyRegister 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 an...
2024-04-1135 min
Ticket Volume - IT Podcast[Webinar] How to Build a Multidisciplinary ITSM Project, With Jyoti Chopra and Darrel PopowichDownload 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 Jy...
2024-04-0436 min
Ticket Volume - IT Podcast77. ITSM, BRM, Agile, Project Management: Why None of Them Matter, With David TomlinsonRegister 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 To...
2024-03-141h 12
Ticket Volume - IT Podcast[LIVE SESSION] - The Future of IT Service ManagementRegister 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 re...
2023-12-191h 11
Ticket Volume - IT Podcast76. Unlocking the Main Elements of the Knowledge Centered Service, With Lana KosnikThe 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 th...
2023-12-0732 min
Ticket Volume - IT Podcast75. How To Reduce The Fear of AI, With Mariena QuintanillaBased 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...
2023-11-3029 min
Ticket Volume - IT Podcast74. Business Process Design in ITSM: How to Design Robust Business Processes?, With David MainvilleIn Service Management, business process design lays the foundation upon which everything else arises. David Mainville makes the point that robust business processes are the starting point of any solid strategy, as they are what brings together the business with IT.
He breaks down everything that should be included in the design process to make it accurate and complete from the start. David also talks about the Navvia Process Designer, his own software company, and touches on some of the most frequent mistakes related to process building, and what he sees coming in the future for this field of...
2023-11-2330 min
Ticket Volume - IT Podcast73. Learning From Practice In ITSM, With Ryan OgilvieWhen looking to improve ITSM processes, Ryan argues that the focus should be put on learning from practice. He shares his experience of ten years as an ITSM consultant, pointing out how important it is for organizations to look inwards, avoid working on autopilot, analyze the why’s behind their operations, and, when possible, come to their own conclusions for where and how to improve.
To finish off, Ryan touches on knowledge sharing, identifying the need for it to be short, functional, and practical to engage with.
Ryan Ogilvie has worked for the last ten years as an independent IT...
2023-11-1627 min
Ticket Volume - IT Podcast[LIVE SESSION] Knowledge Management Success: Tips, Tricks, And MetricsA proper Knowledge Management strategy is essential to an efficient IT support offering. However, achieving this may present some challenges. It requires time, effort, consistency, and, most importantly, to create awareness of its relevance.
But all hope is not lost! In this live session, Liz Bunger and Michelle Stumpf dive deep into the factors determining Knowledge Management success, including the Knowledge-Centered Support function, the knowledge funnel, and the path from knowledge to an article. Plus, they share tips and tricks for documenting, writing, and measuring.
Liz Bunger is the KCS Program Manager at Motive, where she develops and implements...
2023-11-0949 min
Ticket Volume - IT Podcast72. Building Community Within a Customer Support Team, With Neal TravisNeal Travis brings on the importance of building community, fostering strong relationships, and encouraging effective communication within a Customer Support team. He shares his current experience in AIHR, focusing on the work he does to motivate connections and share knowledge throughout the support team. Neal also talks about his experience with Support Driven, a community for Support professionals, and how his participation allows him to grow and improve in his day to day tasks.
Neal Travis is currently the Support and Admissions Manager for AIHR, an online learning and edtech company, and an active participant of the popular Support...
2023-11-0223 min
Ticket Volume - IT Podcast71. How to Become an ITSM Consultant, With Sophie HusseyHave you ever wanted to leave your current position and become an ITSM consultant? Here’s a little help in that direction! ITSM independent consultant and mentor Sophie Hussey shares her work process and how ITIL4 continues to provide a solid structure that allows organizations to focus on simplifying processes and finding what really is adding value to their workplace. For this, she specifically points out the importance of Change Enablement and Risk Management and lists other frameworks and strategies that she incorporates to her program.
Sophie Hussey has over 20 years of experience in the IT industry and since 2022 ha...
2023-10-2629 min
Ticket Volume - IT Podcast[LIVE SESSION] Staffing For Service: Models, Volumes, And TrainingHelp desk staffing gets more and more complex over time. How do you know when to hire, how to hire, and how many people to hire at the service desk? If you don't know, we have a panel to try to answer that for you! Jacob White, Kincy Clark, Simone Jo Moore, Daniel Breston, and Matt Beran discuss staffing for service, available models, and training to build the best IT support team.
Jacob White is a Consultant/Advisor with a rich background in Sales and Support. Before that, he was the Head of Customer Service at Adaptiva and the...
2023-10-1955 min
Ticket Volume - IT Podcast70. Emotional intelligence in leadership, with Deborah Monroe
The power of emotional intelligence capabilities in leadership shouldn’t be underestimated. Building upon her experience in IT and in learning and development, Deborah Monroe makes the point that strong psychological awareness and a people-centric approach can take you a long way. And, not only that, but it is also measurable and science-based information that has to be taken seriously. To finish off, she shares some practical insights on her experience with HDI training.
Deborah Monroe, also known as the people person in IT, is currently the president of Ignite Achievements International, and HDI Faculty Member at Informa Tech. Sh...
2023-10-1239 min
Ticket Volume - IT Podcast69. Unfolding Yet Another Service Management Model (YaSM), With Stefan KempterFollowing simple, straightforward, and adaptable rules to design Service Management processes was what Stefan Kempter had in mind when putting together the YaSM (Yet Another Service Management Model). However, as the name smartly implies, this idea doesn’t stand alone. Here, Stefan shares the process behind the making of the model, how it brings together different ITSM framework principles, and what organizations get from implementing it, including documents, templates and diagrams that avoid having to start every process from scratch. To finish off, he also gives out some valuable advice for other process-geeks like him.
Stefan Kempter is the Fo...
2023-10-0527 min
Ticket Volume - IT Podcast68. How to Become a Help Desk Technician? First Steps as an Agent, with Abby SiningerAbby Sininger is taking her first steps in IT having landed an internship as support analyst at GRE and shares her insights into what it’s like working on the front line of a help desk. As a young adult making her way into this field of work, she talks about which skills she believes are most important for the job, her educational background and current studies, and how she first got interested in tech through the program Women in STEM. Finally, Abby gives out some advice for people with similar interests and professional goals, and goes through what sh...
2023-09-2826 min
Ticket Volume - IT Podcast67. The power of Simulations in ITSM training, with James GanderITSM is all about serving the people. And that counts for both sides of the equation. IT industry veteran James Gander walks us through the power of simulations in ITSM training and service desk environments. He highlights their ability to encourage communication and collaboration amongst teams, and real-life experiences over pure books and theory. He also shares some recent projects, such as The Project Phoenix and MarsLander, and examples of remote simulations.
James Gander has over 30 years working in the IT industry. In 2010 he left full-time employment and started serving as Managing Director of Gander Service Management...
2023-09-2133 min
Ticket Volume - IT Podcast[LIVE SESSION] ITAM Challenges: Epic Fails, Red Flags, And Tales From the Battlefield | David FoxenThere's no point denying that IT Asset Management is a vital business process. However, implementing a strategy and improving it is no easy task. Matt Beran and David Foxen go over the most common ITAM challenges (and how to solve them). Plus, David's vast experience on the topic helped him collect (and share!) some epic fails, stories, and learnings.
David Foxen has dedicated his career to IT Asset Management. He's the Founder and Principal Consultant for SAM Beast Consulting Ltd and was named the ITAM Consultant of the Year in 2022 by "The ITAM Review." He has also founded the...
2023-09-1443 min
Ticket Volume - IT Podcast66. Mastering the art of training help desk staff, with Lisa SchwartzCo-founder of the ITSM Academy almost 20 years ago, Lisa Schwartz knows a thing or two about how to effectively train help desk staff in their jobs. Here, she goes through the training approach that went from classroom to microlearning, highlighting however the importance of not losing the sense of community. She also shares some practical strategies to stay relevant in teaching, such as adapting to different learning types and undergoing simulations and role changings. Finally, for the company's side of things, Lisa goes through advice on how to make sure they really are getting value out of the training...
2023-09-0742 min
Ticket Volume - IT Podcast65. How to Build a Strong Team Culture, With Gregg GregoryHow do you build a strong team culture? And what makes up solid leadership to do so? Gregg Gregory, a practiced expert, provides some key points on teamwork and guiding positions, and how to keep up both productivity and morale across the workplace. He goes through the foundations of what makes up an efficient team: teamwork, team culture, leadership, ground rules, and shared core values. He also shares some advice for leaders, such as the importance of sharing the whys, adapting to changing scenarios, and consulting behavior models to organize your team’s positions.
Gregg Greggory is an experienced tr...
2023-08-3138 min
Ticket Volume - IT Podcast64. The importance of IT Asset Management, With David FoxenHardware and Software Asset Management are the two sides of the IT Asset Management equation. This means, one simply can’t exist without the other. ITAM professional David Foxen takes us through the importance of IT Asset Management and where both practices stand today, especially after the pandemic, the steady movement towards remote work, and the supply chain issues that were faced along 2021. He points out how central being mindful about HAM has become for cost saving opportunities and the current shift of focus in SAM from compliance to a customer service mentality.
David Foxen is an ITAM Professional an...
2023-08-2432 min
Ticket Volume - IT Podcast63 . How to put an Experience Management strategy into effect, with Joshua NelsonBuilding upon his own work at Power Design and his years of research on the topic, Joshua Nelson dives into the world of Experience Management (XM) and the different processes it works along. He goes through some key components to put it into practice and develop an XM strategy, such as the single point of contact for end-user experiences, XLAs, the relative importance of metrics (and which ones are worth looking out for), and the value of relationship building.
Joshua Nelson is Director of Technology Experience at Power Design, Inc. and the best selling author of “Leadership Distilled, Serving wi...
2023-08-1731 min
Ticket Volume - IT Podcast[LIVE SESSION] The ITSM Implementation Roadmap, With Doug TedderThere are various phases of improving Service Management. However, the path might not be entirely clear. But worry not because in this Ticket Volume live episode, Doug Tedder shares an ITSM implementation roadmap! He and Matt discuss where to start, how to mature, and what "good" looks like. Get ready to dive into IT value maximization!
Doug Tedder is an IT Consultant and author specialized in helping businesses improve and leverage their use of IT organizations. He currently assists organizations in ITSM plan development, process implementation plans, ITSM and strategy roadmaps, and more. His experience also includes some remarkable...
2023-08-1035 min
Ticket Volume - IT Podcast62. A Field Guide on How to Build a Successful CMDB, With Allen Dixon
Building upon his years of experience with Configuration Management, Allen Dixon gets practical and dives deep into how to build a successful CMDB. He provides insights on what to prioritize through the building process, shining a light on the importance of clean and valuable data, communication with customers, the difference between a CMDB and an inventory, and the significance it has for Change Management. He finally puts together opportunities and gaps for future improvements to look out for.
Allen Dixon is an ITIL-trained professional with over two decades of IT experience across industries such as healthcare and automotive. For...
2023-08-0339 min
Ticket Volume - IT Podcast61. Where Does Organizational Change Management Stand Today, With Karen FerrisFrameworks are very popular in the Service Management world, and Organizational Change Management (OCM) is no exception. Karen Farris, an expert in the matter, explores the field in the current landscape, where change is becoming more frequent and faster. Based on the guidelines of her published – and recently updated – book, she goes through the OCM framework, explores the OCM process, and provides advice to leaders looking to implement change successfully.
Karen Ferris is an Independent Organizational Change Management and Leadership Guide, as well as a Service Management Expert at Macanta Consulting. She has published books on Organizational Change and work...
2023-07-2733 min
Ticket Volume - IT Podcast60. How to Measure Knowledge in IT? Skills vs. Theory, With Matthew BurrowsHow to measure knowledge in IT in a standardized way? Where does experience outside formal education chip in on this equation? Mathew Burrows brought his years of experience with the global skills and competency framework SFIA and with his company SkillsTX to unfold some possible answers to these points. Whether you’re recruiting, managing teams, or looking to stay relevant as a professional, he goes through successful learning processes, including both theory and applied learning, and encourages all professionals to create both a skills profile and a development plan.
Matthew Burrows is an internationally recognized thought leader, a SFIA Ac...
2023-07-2041 min
Ticket Volume - IT Podcast59. How To Run A Successful Help Desk - And Win An Award For It, With Moe SullimanWhat does it take to run a successful help desk? And what does it mean to win an award for it? From the motivational push that comes with it, to what the path to this reward looks like in the first place, Moe Suliman shares how to keep things running at high levels of purpose and productivity. He breaks down what it means to be a good help desk agent and focuses on the importance of providing them with a safe work environment to learn, a team work feeling, and clear models to look up to.
Moe Suliman is...
2023-07-1324 min
Ticket Volume - IT Podcast58. How to Stay Relevant? Tips And Tricks For IT Leaders with Anthony OrrAs with most professional domains, but especially in IT, staying relevant and updated is an everyday job. In this episode, ITIL author Anthony Orr brings on his long years of ITSM experience and leads us through what this looks like for him. He shares with us his chosen channels to stay informed, recommendations for IT teams and leadership roles, and gives us a sneak peak of what might be coming in ITIL 5 and the imperative importance of adopting business focus.
Anthony Orr is an ITIL and Executive ITSM Advisor-Consultant. He has been serving at HDI for over six years...
2023-07-0630 min
Ticket Volume - IT Podcast57. A How-To Guide On Boosting Team Morale, With Sandy ConferAs a true advocate for building and maintaining team morale, Sandy Confer brought all her experience on fostering team engagement whilst managing a service desk. She highlighted the importance of keeping teams motivated, having fun, and working together at all times, and, most importantly, provided a wide range of different strategies, practical tips, ideas, and activities to do so.
Sandy Confer is an IT Support Specialist with many years of experience in the field. She served as a Technical Support Associate for many years at Brodart, and is currently working in education as IT Support Specialist at Penn State...
2023-06-2931 min
Ticket Volume - IT Podcast56. A Crash Course on Value Stream Mapping For ITSM, with Waseem AhmedAs organizations grow in complexity and there is an increase in the visibility of corporate organization and interconnected processes, Value Streams have taken the center of the stage. Waseem Ahmed shares some key guidelines on how to get started with Value Stream Mapping for IT. He points out the importance of beginning with a strong service design and the need to keep a close eye on the continual improvement of the whole service lifecycle.
Waseem Ahmed has a long history of system and service experiences working in different roles and companies. Amongst them, he operated as Virtualization...
2023-06-2224 min
Ticket Volume - IT Podcast55. An introduction to Unified Service Management, with John WorthingtonThe current transition to an ESM approach can’t only rely on IT-based practices, processes, and frameworks. Certified coach John Worthington unlocks the power of Unified Service Management and explains how adopting this method can help achieve the standardization of services across the whole organization. He highlights its simplicity and the fact that it is able to support all coexisting frameworks as its strongest points to create a solid and stable foundation for enterprises to count on.
John Worthington is an ITIL V3 expert, an XLA master, and a certified USM coach. He has over 40 years of experience in In...
2023-06-1531 min
Ticket Volume - IT Podcast[LIVE SESSION] Experience is Squishy: How to Turn Sentiment Data Into ActionEmployee Experience is a determining factor that can sink an organization or make it stand out, and mastering it is not an option these days. To help you thrive, Jon Leighton (Nexthink) and Emily Schlick (Vizient) share some practical advice on how to improve employee experience.
Jon Leighton has been the Head of Customer Engagement and Advocacy at Nextink for four years. Before this, he's been in BMC Software, was the VP of Customer Success at 4me, and the Service Desk Leader at Southhampton City Council.
Emily Schlick is the Sr. Director of Technology Strategic Business Operations at Vizient...
2023-06-0844 min
Ticket Volume - IT Podcast54. How Can Systemic Thinking Benefit Digital Leadership, with Patti BlackstaffePatti Blackstaffe breaks down the main challenges and opportunities that digital leadership roles face towards the future. Building upon a Systemic Approach, she focuses on three main points: adapting to the ever changing landscape, making the necessary cognitive shift to successfully do so, and, at the center of it all, striving for collective cohesion by understanding the organization systemically, focusing on building both internal and external relationships, and providing enough power, autonomy, and communication instances with all team members.
Patti Blackstaffe is currently CEO and Transformational Specialist at Global Sway and serves as a fellow for the Institute of...
2023-06-0125 min
Ticket Volume - IT Podcast53. From Cross Functional Manager to Security & Governance Leader, with Jeevan LoboJeevan Lobo has piled up an impressive amount of leadership knowledge throughout his career, and is eager to share what he learned. In this episode, he walks Matt through his role as a Cross-Functional Manager, and how he transitioned to his current position as Security and Governance Leader. In addition, he shares some tips on how to implement new processes in an organization, measure success, and get teams actively involved.
Jeevan Lobo is currently the Vice President of Security and Governance in Citibank He is an ITIL Expert, and has over two decades of experience in IT. Jeevan has...
2023-05-2535 min
Ticket Volume - IT Podcast[LIVE SESSION] IT + CX: The Experience Sweet Spot, with Nate BrownWhile digital transformation isn't a prerequisite to improving customer experiences, it sure helps! However, it's not that simple. If you're trying to upgrade your digital experiences (or just looking to measure the perception of services and products better), join Matt Beran and Nate Brown (Arise) on this live session to understand and overcome the blockers and friction that tend to get in the way of great experiences.
Nate Brown is the Senior Director of CX at Arise and Co-Founder of CX Accelerator. His primary focus is helping employees understand the customer journey and how they play a...
2023-05-1841 min
Ticket Volume - IT Podcast52. A Practical Approach to Co-Creating Value Across the Organization, with David BarrowDavid Barrow, an all-round passionate and expert on the matter, discusses with our host the guiding principles of ITIL 4, where understanding how to co-create value is central. We examine why it's time to enable IT teams to work with suppliers and customers to deliver value, and why value creation must be extensively integrated into organizations and their supply chain. Then we look into a few practical ways to start applying this in your organization. Finally, David gives us a small sneak peek into some concepts described in his new book.
David Barrow is an IT professional, with 30...
2023-05-1134 min
Ticket Volume - IT Podcast51. IT Service Desk Fundamentals: Work Culture, a Solid Structure, and Certifications, with Sanjay NairAuthor of The Service Desk Handbook, Sanjay Nair talks to us about his book, where he compiled and organized the main elements of a well functioning Service Management tool. He points out the importance of having a good team, with the right people, and building a strong foundation for your help desk from the start. Then, he refers to his current work and emphasizes on the value of certifications, an accurate CMDB, and the challenges of implementing new work processes.
Sanjay Nair is an ITIL and COBIT certified Service Management professional with over 26 years...
2023-05-0430 min
Ticket Volume - IT Podcast50. ITIL: New Certification Schemes, Combined Frameworks, and Future Plans, with Markus Bause from PeopleCertITIL expert Markus Bause goes over some of the changes that have been made to the framework, and explains what the recertification scheme really implies and how it supports and offers relevant improvements. He also discusses the importance of orchestrating a combination of frameworks in order to adapt to different scenarios, and looks into possible future improvements – for which communication and cooperation with the community of users is crucial.
Markus Bause is currently the VP of Product at PeopleCert and has more than 25 years of experience working with ITIL training and implementations. He has worked as a consultant and di...
2023-04-2725 min
Ticket Volume - IT Podcast[LIVE SESSION] Service and Support Leadership in 2023Some people are born to lead, and Tony North is a natural. With over 18 years of managing teams, he knows there are always new ideas, tools, and things to try out. Join the second session of Ticket Volume Live to discuss how to lead people in Service and Support, how to put together the best IT team, and the latest trends to pull this off.
Tony North is the Senior Manager of IT Service at King County, WA. He is a service leader, Agile Program Manager, speaker, and veteran, with 20 years of experience in Service and Support. Before his...
2023-04-2053 min
Ticket Volume - IT Podcast49. How to transition into more sustainable IT practices, with Mark BradleyAdopting environmentally friendly measures is currently a central concern for all industries, and the tech world is not an exception. Mark Bradley walks us through what sustainability in IT really means, why it is our responsibility, and some possible next steps, challenges and opportunities, as well as the importance of getting educated on the subject and promoting collaboration between vendors.
Mark Bradley is the Senior Product Manager at Flexera. He has over 20 years of experience in the IT Industry and has gone through different roles until diving into IT Leadership and Service Management. He has worked for companies such...
2023-04-1328 min
Ticket Volume - IT Podcast48. A Look Into Servant Leadership and Putting People First, with Rocky McGuireThe ultimate goal for tech should be to improve people's everyday life, both employees and customers. Rocky McGuire (Unisys) shares with us what leaders should be putting their eye on, and some of the crucial parts of running a world class service desk team. He points out the value of investing in people, serving the community, and finding purpose in the workplace. He also takes a look into the future, where proactive and predictive solutions should be central and the customers' holistic experience should be priority.
Rocky McGuire is the Experience Manager at Unisys, an award winning HDI Certified...
2023-04-0626 min
Ticket Volume - IT Podcast47. Training is a Service — And Here's How You Can Get The Most Value, with Sean McCleanTraining can be seen from the trainer's or the trainee's perspective, and Sean McClean (ServiceNow) does both! He shares some thoughts on how acknowledging that training is a service improves the teaching and learning experience, and at the same time, he talks about certifications and why they're not enough by themselves.
Sean McClean has been a Master Technical Trainer and Training Evangelist at ServiceNow for 12 years and the Principal at Katalyst Now for almost 18 years. He's a speaker, as well as a self-defined professional listener and certification hound.
2023-03-3029 min
Ticket Volume - IT Podcast[LIVE SESSION] The CAB is dead: now what? Change Management in the modern businessAs enterprise technology rapidly evolves, the Change Advisory Board (CAB) has become less relevant. But is it CAB, or is it Change Management that’s dead? Greg Sanker delves into these concepts and explains how organizations can successfully manage change.
Greg Sanker is the Director of IT Support at Taylor Morrison. He's a consultant, speaker, and author with more than ten years in the ITSM industry. His areas of expertise include ITIL, Organizational Management of Change, Global IT Operations, IT Operations Management, and Business Processes Alignment.
2023-03-2353 min
Ticket Volume - IT Podcast46. It’s all about Sustainability: Tech and Progress involving People, with Barclay RaeBarclay Rae, consultant, author, and IT Service Management expert, analyses the changes in technology brought about by AI and goes through the environmental perspective. In this wide-ranging talk with Matt, he also highlights the importance of people in experience management.
Barclay Rae is a consultant, author, ITIL4 architect, and SDI standards co-author. His experience spans hundreds of service improvement projects, mainly in IT Service Management, but also in CRM, Contact Centre, and other service delivery areas.
2023-03-1637 min
Ticket Volume - IT Podcast45. Defend Against Cyberattacks: An Overview of the NIST Framework, with David MoskowitzWhat is the NIST Cybersecurity Framework? David Moskowitz, co-founder and Executive Director of the DVMS Institute, explains how organizations can leverage this framework's guidance to become adaptive, cyber-resilient digital businesses. Delve into this in-depth talk with Matt to check out fundamental concepts of cybersecurity.
David Moskowitz is the co-founder and Executive Director of the DVMS Institute LLC. He's the lead author of the Create, Protect, and Deliver Digital Business Value Series, including “Fundamentals of Adopting the NIST Cybersecurity Framework” and “A Practitioner’s Guide to Adapting the NIST Cybersecurity Framework."
2023-03-0940 min
Ticket Volume - IT Podcast44. Moving Towards a DEX Focus: Feeding into the Best of ITSM, with Ian Aitchison from NexthinkBy 2025, 50% of IT organizations will have established a DEX strategy, team, and management tool, up from 15% in 2022, according to a recent report. Ian Aitchison, VP of Product Management at Nexthink, dives into the benefits of implementing a Digital Employee Experience (DEX) strategy in ITSM. Listen to his insights about this hot topic and stay ahead of the curve.
Ian Aitchison is a senior software product portfolio leader and VP of Product Management at Nexthink. He is a public speaker on topics related to Digital Experience, ITSM, ESM, Automation, AI, and business technology futures. He is also co-host...
2023-03-0238 min
Ticket Volume - IT Podcast43. Taking Experience One Step Further: Building Feelings, with Doug RaboldEven though measuring is a considerable part of Experience Management, it's not the only aspect that matters. Doug Rabold (Amwell) is an advocate — and expert — of creating sentiments and building feelings. In this episode, he shares some insights into what experience should be, what Disney taught him, how he connects with others, and what he foresees as the future in Service Management.
Doug Rabold is the Senior Manager of Customer Support at Amwell and Chairman of the Board at HDI. He's a thought leader, author, international speaker, and certified trainer with a vast experience in Customer Experience, Serv...
2023-02-2324 min
Ticket Volume - IT Podcast42. Everyone hates surveys: how to turn things over, with Pasi Nikkanen from HappySignalsExperience can be difficult to seize. Surveys are the default go-to option, but that doesn't mean they're always the right move. Pasi Nikkanen (HappySignals) shares some insights to use them wisely and explains what to do after obtaining the data.
Passi Nikkanen is the Co-Founder, Chief Growth Officer, and Podcast Host at HappySignals. He has more than 20 years of experience in SaaS companies, where he went from working in Sales to Project, Portfolio, Strategy, and Leadership positions.
2023-02-1623 min
Ticket Volume - IT Podcast41. Where does ITSM come from? The history of Quality Management, with Michael CardinalWhat do the industrial revolutions have to do with Service Management? Michael Cardinal walks Matt through the history of Quality Management - from Taylorism to the Ishikawas - to understand how the notion of quality was shaped.
Michael Cardinal is a consultant and the Director of Business Process Management at Thirdera. Previously, he was a Practice Manager at TEKsystems and a Senior Instructor at ITSM Academy. But he's a history teacher at heart (a role he developed for over 20 years). As so, he's eager to track down the roots of new ideas and to reflect on how h...
2023-02-0932 min
Ticket Volume - IT Podcast40. Creating human leaders to improve experience, with Sally MildrenThough the concept (and concern) of experience is typically related to customers, employee experience shouldn't be overlooked. Sally Mildren talks about its relevance and the relationship between experience and revenue. Plus, she shares some tips to start implementing small but meaningful changes in your Standard Operating Procedures.
Sally Mildren is the Chief Executive Officer and Managing Partner of Boss Lady Consulting and ClarityPX. She has an extended background in healthcare, including a tenure in Kaiser Permanente as a Marketing Director and Centene Corporation/Coordinated Care as the Vice President of Customer Experience and Marketing.
2023-02-0231 min
Ticket Volume - IT Podcast39. Measuring agent performance to improve service desk quality, with Jason TurnerManaging a service desk is not only about ensuring that everything works, but also to look for opportunities to improve. Jason Turner (Princeton University) has A LOT of experience in that department and shares his methods to measure agent performance and boost service desk quality. Find insights on cold monitoring, scorecards, personalized feedback, and more!
Jason Turner is the Associate Director of Customer Support at Princeton University. He has over 20 years of experience in IT support, and his past tenure includes being the Service Desk Manager at the Children's Hospital of Philadelphia, the IT Support Center Manager...
2023-01-2629 min
Ticket Volume - IT Podcast38. Value Management and the difference between ITIL v3 and ITIL 4, with David BillouzThe change from ITIL v3 to ITIL 4 was not merely a number. David Billouz (ITIL Master) discusses the core differences of scope, talks about Value Streams, and introduces us to the world of Value Management. Plus, the importance of building an ITSM community and giving something back to others.
David Billouz is an ITIL Master, ITIL 4 Co-author and Assessor, and ITIL v3 Expert. He's currently a Partner at NH Prague Knowledge Centers and the President at OCIRIS. He also has experience as an ITIL Product Ambassador for AXELOS and an Auditor at PeopleCert.
2023-01-1925 min
Ticket Volume - IT Podcast37. Dipping your toes into IT support for schools, with Casey RutherfordDoing IT support for schools is not easy, but neither too complex. Casey Rutherford shares his experience building a service desk, helping teachers with new technologies, integrating platforms, and automating processes.
Casey Rutherford is the Director of Educational Technology and Innovation at Faribault Public Schools, but he's a teacher at heart. Prior to that, he was a Physics and Math teacher for 16 years.
2023-01-1230 min
Ticket Volume - IT Podcast36. How to implement ESM in your business and not die trying, with Darren RoseExpanding the Service Management mindset outside the IT department certainly has its challenges and roadblocks. Darren Rose (FSP) shares his thoughts on the matter and offers ideas about where to start, how to deal with the difficulties and put stakeholders in your pocket, and how to adapt to change and provide autonomy to your teams. Plus, he reflects on the two types of service touchpoints needed to provide good service.
Darren Rose is a Service Management Consultant at FSP and has worked for more than 15 years in the construction industry in roles related to service delivery. He's...
2023-01-0524 min
Ticket Volume - IT Podcast35. The 5 Elements of the VALUE Formula, with Ken Wendle from Edify ITSMProviding business value is perhaps the most desired (and complex) outcome for organizations. Ken Wendle (Edify ITSM) shares his *V*A*L*U*E Formula and explains why the execution part should be at the foundation to truly deliver value. Plus, he delves into the differences with the Business Model Canvas and describes how to combine them.
Ken Wendle is the Founder of Edify ITSM, where he's been an Instructor, Consultant, and Speaker for over 10 years. Prior to that, he worked for 15 years at HR and almost seven at Anheuser-Busch Companies. He's the author of "The *V...
2022-12-1522 min
Ticket Volume - IT Podcast34. An introduction to Sustainable IT, with Antonina DouannesThe term "Sustainable IT" was first introduced in IT publications in 2021, but it's not something new. Antonina Douannes explains its extent, shares the three key areas to put it into practice, and reflects on the right mindset to make these efforts count in the shortest possible time.
Antonina Douannes is a Digital and IT Sustainability Leader and ITIL 4 Lead Editor. With 15 years of experience in the digital and IT industry, she's the Co-founder and Executive Coach of Watermelon & FETA, a coaching program for aspiring leaders.
2022-12-0820 min
Ticket Volume - IT Podcast33. Learning, training, and the mindset behind taking courses, with Lisa Schwartz and David RatcliffeHave you ever felt like you were taking a course just because you needed to fill a gap in your resume? Lisa Schwartz (ITSM Academy) and David Ratcliffe (Pink Elephant) talk about the right mindset to study, the difference between learning and training, and the significant gap they detected among alumni regarding ITSM.
Lisa Schwartz has been the Chief Executive Officer at ITSM Academy for the last 18 years. She's also a Founding Partner at XLACollab, and a Co-founder and Board Member of the DevOps Institute.
David Ratcliffe has been President of Pink Elephant for the la...
2022-12-0233 min
Ticket Volume - IT Podcast32. What is Service Integration and Management (SIAM)? With Claire AgutterIt's more and more common for companies to work with multiple suppliers of services. But how can they make something cohesive out of the diversity? Claire Agutter shares the fundamentals and benefits of working with sourced services and using a SIAM approach to manage them.
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.
2022-11-2426 min
Ticket Volume - IT Podcast31. Laying the groundwork to take Service Management beyond IT, with Phyllis DruckerThough spreading the benefits of ITSM to the rest of the company can be tempting, the result might not be as promising as you thought. Phyllis Drucker shares some tips and thoughts to start on the right foot, create a foundation that acknowledges the diversity and complexity of all the areas involved, and set the right expectations.
Phyllis Drucker is an author, keynote speaker, Service Management thought leader, and Enterprise Service Management guru. Her areas of expertise include governance, customer service and support, process design and implementation, project management, and team building.
2022-11-1723 min
Ticket Volume - IT Podcast30. 5 reasons why transformations fail — and how simulations can help, with Paul Wilkinson70% of transformations fail, and Paul Wilkinson knows exactly why. Find out the five common reasons for this to happen, and discover how a (not so) new shiny thing can actually help. Plus, he talks simulation games, continual improvement, and reflection.
Self-described as the "retired pointy-fingered-grumpy-old-man-in-IT, Paul Wilkinson was the Business Development Director at GamingWorks for 19 years. With over 40 years of experience in the IT industry, he's an expert in helping organizations adopt IT management-related best practices and translate the theory into practice through the use of business simulation games.
2022-11-1021 min
Ticket Volume - IT Podcast29. How to go from ITSM professional to venture capital COO - and how to mix the two, with Aprill AllenOnce an ITSM professional (and knowledge management expert), Aprill Allen changed career paths five years ago to fully dedicate herself to being the COO of a joint venture capital firm with her husband. In this episode, she explains how she managed to take the leap, and how her former knowledge (pun intended) was essential for her new role. Plus, she shared some couples' advice for those who want to follow her lead and invest with their spouses.
Aprill Allen is currently the co-founder and COO of Tractor Ventures. She has 13 years of experience in C...
2022-11-0329 min
Ticket Volume - IT Podcast28. Therapy for businesses - or how to combine purpose, experience, and empathy to innovate, with Lorn CampbellOptimizing business processes is not an easy task. Lorn Campbell (Innovation Consultant for CDW) believes this can be done with just a bit of therapy. Learn how he conducts interviews and simulations to understand the company's purpose, provide a controlled experience, and achieve an innovative change based on empathy.
Lorn Campbell has been in the consultancy field since 1995 and is currently an Innovation Consultant for CDW, where he helps customers improve their IT, employees, and customer workflows. He's an expert at facilitating the delivery of complex projects through immersive experiences.
2022-10-2730 min
Ticket Volume - IT Podcast27 - How to measure employee experience? Start by focusing on perception, with Maddie Blumenthal from QSTACEmployee experience is a hot topic among companies, and Maddie Blumenthal (QSTAC) is here to help. She gives some great advice on how to measure it in a way that's as close to reality as possible - spoiler alert: just sending a survey won't do - and talks employee retention, onboarding, and how the IT department is absolutely crucial to all of this.
Maddie Blumenthal is VP of Customer Success at QSTAC and has an extensive experience in the field in companies such as FieldPulse, Verizon, Rainforest QA, and Bazaarvoice.
2022-10-2022 min
Ticket Volume - IT Podcast26. Personalized Support, the intersection between Customer Experience and IT, with Roy AtkinsonThere's data-driven, there's personalized, and there's trying to fake it all. No one knows the difference best than Roy Atkinson. Tag along to hear a fresh perspective on Customer Experience, a revaluation of the concept of Information Technology, and a wish to not forget about the customers' individual experiences when designing processes.
Roy Atkinson is one of the top influencers in the Service Desk and Support industry. He has contributed to books on Customer Service, Social Media, and IT Change Management. He was named one of the Top 50 Customer Service Experts of the Decade by Nextiva, and...
2022-10-1427 min
Ticket Volume - IT Podcast25. How does your organization feel? Thoughts on High-velocity, with Mark SmalleyYet-another-ITIL-auhor, Mark Smalley is here to talk experience, reflect on happiness at the workplace, and share some of his thoughts on "High-velocity IT" and its spin-off, "Reflections on High-velocity IT." An absolute must for Service Management professionals out there!
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. His main area of interest is the management of IT systems and services.
2022-10-0733 min
Ticket Volume - IT Podcast24. The risk of enablement and the power of Value Streams, with Daniel BrestonWith half a century in IT, Daniel Breston has seen it all. Here, he shares some learnings on one of his favorite topics (Value Streams). Plus, he advises leaders on how to properly enable (and not "empower") their teams and gets a bit mad when Matt mentions the concept of "best practices" — all while mentioning Batman and quoting Sherlock Holmes.
Daniel Breston is a retired coach, blogger, speaker, and writer with more than 50 years of experience in IT. In his own words, he has been "in almost all roles in IT, from Service Desk to...
2022-09-2926 min
Ticket Volume - IT Podcast23. Flow Science, focus, and whole health: 3 essential ingredients to successful IT, with Simone Jo MooreSimone Jo Moore's fresh take on how to look at work more healthily and efficiently is definitely worth a look. In this episode, she shares some ideas about Flow Science and explains how to be "in the zone" without overstaying our welcome.
Self-defined as a "framework mixologist," Simone Jo Moore is a renowned author and coauthor guiding organizations and individuals in adopting a "Humanising IT" perspective. Among her books, you can find "VeriSM Unwrapped and Applied" and "ITIL 4 High-velocity IT." She's been in HDI's Top 25 Industry Thought Leaders for the last five years and...
2022-09-2226 min
Ticket Volume - IT Podcast22. Why do people hate the help desk — and how to land your first IT job, with KevtechLooking for your first job in IT? Then this is what you need to listen to. Kevin Apolinario (a.k.a Kevtech IT Support)'s efforts to lower the entry bar for IT are well known, and in this episode, he shares some questions to ask hiring managers, what skills are indispensable for help desk agents, how to show your experience in your resume, and a fresh perspective on whether you should get certified.
Kevin Apolinario is Senior Desktop Engineer at Confidential and Senior Technical Trainer at a Technical Skills Development Platform. Better known...
2022-09-1513 min
Ticket Volume - IT Podcast21. The truth behind ITIL 4: a tad of processes and a pinch of humans to make value streams, with Katrina MacdermidIf you're planning on taking the ITIL 4 certification (or are in any way related to it), this episode is a must. Katrina Macdermid (ITIL master author) sheds some light — not without a bit of controversy — on the fundamentals of ITIL 4, what it went wrong, and what it got right. Join the conversation, and take with you the recipe to create effective value streams.
Katrina Macdermid is a consultant, educator, and IT Service Management Maturity Assessor. Her experience includes tenures at Jetstar Airways, Qantas, and Amadeus. She won three global awards in training and is an advocate of incorporating Human-Centered Desi...
2022-09-0826 min
Ticket Volume - IT Podcast20. The magic of connecting HR, IT, and culture for success, with Greg SankerWhat do IT and HR have in common? If you were thinking about tearing down silos once and for all, Greg Sanker (Taylor Morrison) has proof that'll back you up. In this episode, Matt and Greg discuss the need for communication between departments, the common concerns of areas that don't seem quite similar on the surface, and the way synergy could drive success.
Greg Sanker is the Director of IT Support at Taylor Morrison. He's a consultant, speaker, and author with more than ten years in the ITSM industry. His areas of expertise include...
2022-09-0126 min
Ticket Volume - IT Podcast19. Digital Employee Experience: the path to a people-centric IT organization, with Jon Leighton from NexthinkFor far too long, technology has been seen as the most important thing, not the experience of those consuming that technology. Jon Leighton (Nexthink) is here to say otherwise. Find out what a people-centric organization entails and how you can approach that in your organization.
Jon Leighton has been the Head of Customer Engagement and Advocacy at Nexthink for more than three years. Before this, he's been in BMC Software, was the VP of Customer Success at 4me and the Service Desk Leader at Southhampton City Council.
2022-08-2515 min
Ticket Volume - IT Podcast18. Insourcing, innovation, and building an inclusive support culture, with Tammy Ward and Niko MillerIt's time for a bit of disruption! Tammy Ward and Niko Miller (ATB Financial) walk us through what it's like to expand a people-first culture into every process of a company. From a shift to collaboration and a focus on mental health to an effective process to recruit staff that doesn't depend on a single person, they've transformed the service desk, the IT department, and the leadership in their company.
Tammy Ward is currently Managing Director, Team Member Collaboration & Enablement at ATB Financial, where she's been for the past 9 years as a People Leader...
2022-08-1823 min
Ticket Volume - IT Podcast17. Problem Management: How to start, how to grow, and where to find problems with Brian SkramstadProblems are everywhere, but you have to know what to look for to find the ones that really make a difference when solved. Experienced Problem Manager Brian Skramstad offers a view inside his head (and his processes) and provides a detailed description of how to work with data and make every effort count to solve problems right at their root cause (and not with just a band-aid).
Brian Skramstad is the IT Service Management Principal at Allianz Technology. He's been in IT support roles for over 20 years in companies such as Medtronic and Thomson...
2022-08-1117 min
Ticket Volume - IT Podcast16. Is ITIL 4 falling behind? The future of ITIL, with David Cannon from nfiniti3As organizations continue to innovate and push the boundaries of capabilities, we can't help but wonder if ITIL reflects that learning. David Cannon (nfiniti3) attempts to answer that and lends a helping hand to understand how the practices in ITIL reflect a broad spectrum of maturity and are giving cutting-edge teams enough to chew on for now. Plus, he discusses tooling-led maturity, increasing IT value, and how cost modeling will bring up skeletons in your closets.
David Cannon is the Executive Vice President for nfiniti3. He's an ITIL expert with many years in the...
2022-08-0419 min
Ticket Volume - IT Podcast15. Tier infinity: learning, retention, and loyalty in small IT teams, with Danny Kateli from MidrexIn small IT teams, the first and last tiers are exactly the same. Danny Kateli (Manager of IT Operations at Midrex) knows this by heart and shares some tips on loyalty, learning processes, and employee retention. If you were wondering how to keep your team motivated, how to engage with them, and how to facilitate a family-like environment that keeps your teammates around, this is the episode for you!
Danny Kateli is a retired military officer with experience in facilities management, recruiting, project management, and leadership. He worked as an IT Field Delivery Manager...
2022-07-2913 min
Ticket Volume - IT Podcast14. The ABC of building a Service Management Office, with Melissa Teater from JamfMelissa Teater (Director of Support and Experience at Jamf) shares her experience creating a Service Management Office to help expand a 20-year organization globally. The goal is to implement ITIL best practices across the company — hoping that a Service Management backbone would provide stability and scalability to their processes and platforms.
Melissa Teater is a 25-year veteran of Information Technology infrastructure, support operations, and service level management. She has extensive experience developing strategic support solutions for global operations, focusing on exceptional customer experience. In her career, she has also led large teams to thrive thr...
2022-07-2112 min
Ticket Volume - IT Podcast13. Want to write a great resume? Focus on the outcomes, with Robert FedorukYour resume should be more like a brochure — and less like a research paper. Robert Fedoruk (ServiceNow expert and a.k.a. The Duke) gives unfiltered advice on how to make your resume stand out from the pile. Spoiler alert: it all has to do with outcomes.
A self-described big mouth, Robert Fedoruk is known for being blunt and speaking his mind. He has over 14 years of experience in the ServiceNow ecosystem. He's a freelance consultant, coach, and speaker. Plus, he's the co-host of "CJ & The Duke Podcast."
2022-07-1417 min
Ticket Volume - IT Podcast12. Experience, leadership, and ESM are all related, with Jason WischerWhat do experience, ESM, and leadership have in common? Jason Wischer — consultant at KANINI and renowned leader — expands on the relations between these areas and gives a few tips on how to mix perspectives to be a good leader. So, if you want to make purple, listen on!
Jason Wischer is an advisor and consultant at KANINI, passionate about customer experience. Before becoming a freelance consultant, he spent some time at Crossfuze, Batteries Plus Bulbs, Thomson Reuters, and HDI.
2022-07-0713 min
Ticket Volume - IT Podcast11. The experience management shift in service management, with Alan Nance from XLA CollabWhy does experience management work so well? From org change to service management and an optimization framework, Alan Nance (XLA Collab) answers the questions about this newly popular approach to improving services and products.
Alan Nance is a leader in Experience Management, specifically in XLAs. He is the Co-Founder and President of XLA Collab, Advisory Board Member for HAL24K, and External Advisor on data, digital, and innovation strategy for the Royal Schiphol Group.
2022-06-3012 min
Ticket Volume - IT Podcast10. Robots everywhere! Robotics and AI in ITSM, with Mauricio Corona from BP GurusTrend or fad? Mauricio Corona (BP Gurus) has been following AI uses throughout the world, from Mexico to the Middle East. He bedazzles audiences by showing how humanoids can provide service, including in the ITSM industry. In this talk with Matt, he shares global trends on ITSM, enabling products and services using artificial intelligence, and implementing robots as part of an omnichannel communication strategy.
Mauricio Corona travels around the world bringing service management and business maturity to many countries while collecting experiences of the use of AI and robotics. He's the Chairman and Owner...
2022-06-2316 min
Ticket Volume - IT Podcast09. IT4IT: How it started and what version 3.0 will bring, with Micro Focus CTO Lars RosenWho's better to talk about IT4IT than one of the framework creators? Lars Rosen spills the beans about what to expect from IT4IT version 3.0, shares his experience using the standard, and even walks down memory lane to explain to Matt how such a collaborative work is pulled off. It all started with an idea no one wanted to listen to and ended up being a robust alternative to ITIL. And here's the story, in first person.
Lars Rossen created the first version of the IT4IT Reference Architecture, which formed the basis...
2022-06-1621 min
Ticket Volume - IT Podcast08. The face of service: support managers need inspiration too, with Megan EngelsMegan Engels' (VP of IT Support for Peoples Bank) answer to "What keeps you coming back to work every week?" fires up a much-needed talk about the people on the service desk. How to approach them, how to motivate them, what soft skills are essential, and how to know if this is the job for you. A key episode for managers and agents alike.
Megan Engels is the IT Support Manager for Peoples Bank. She's an experienced IT leader concerned about making IT accessible for everyone. She's got over 20 years of experience at Peoples...
2022-06-0916 min
Ticket Volume - IT Podcast07. Where does good service come from? A sneak peek with Kevin ClarkKevin Clark (ITSM consultant) has quite a unique career path. Along with Matt, they tried to figure out where good service comes from (spoiler alert: everywhere!). Catch their full talk on ITIL, difficulties of ESM, and the basis for a great ITSM solution.
Kevin Clark has 15 years of experience in IT service. He's a self-described passionate advocate for excellence and quality in Service Management, with a particular interest in the machinery behind good service. He's currently a Senior Consultant, and he's worked with brands such as ServiceNow and HP.
2022-06-0216 min
Ticket Volume - IT Podcast06. A crash course in software asset management, with Aaron DavenportAaron Davenport, Software Asset Manager at HCA, breaks down software asset management and talks first steps, roadblocks, GDPR, and certifications. He even surprised Matt with an asset management strategy walkthrough!
Aaron Davenport is a software asset management specialist, process owner, and organizational change expert. He also has an MBA in IT Business Administration. He's currently a senior consultant specializing in license optimization, and he's worked with companies such as Microsoft, IBM, Flexera Software, ServiceNow, Oracle, and Adobe.
2022-05-2616 min
Ticket Volume - IT Podcast05. Expanding beyond Service Management: DevOps, SRE and BRM, with Suresh GPSuresh GP (Top 25 Influencer in ITSM and Global Ambassador of the DevOps Institute) goes beyond service management to discuss with Matt how to bring value to a business through DevOps and SRE. Plus, he digs into customer experience and teases an opportunity for IT to stay relevant.
Suresh GP is a founder and managing director at TaUB Solutions. He has more than 19 years of IT experience in areas such as service management, IT governance, business relationship management (BRM), agile, and DevOps.
2022-05-1912 min
Ticket Volume - IT Podcast04. What are XLAs and why do they matter? With Rae Ann BrunoMatt and Rae Ann Bruno (ITIL, metrics, and processes trainer and consultant) deep dive into user experience to explain what Experience Level Agreements are and why they matter. Plus, they reflect on the relationship between SLAs and XLAs and answer the crucial question of who should be in charge of implementing them.
Rae Ann Bruno has over 15 years of management experience, with an emphasis on process re-engineering, employee development, and business alignment of IT services. She's a consultant and trainer in various areas of ITIL, knowledge-centered service, service desk improvement, communications, internal marketing, metrics...
2022-05-1219 min
Ticket Volume - IT Podcast03. IT leadership: Managing the 3 types of IT employees, with NJ RobinsonNot everyone can lead; some people are just drawn to it. NJ Robinson (expert in IT leadership) joins Matt to explore how leading in IT is different, the three types of team members, and how to adapt to each one.
NJ is a collaborative, forward-thinking IT leader with a 10-year track record of applying leadership, communication, and problem-solving skills to transform under-performing teams and make good teams great! He's a national speaker and leads in his current role for the 794th Communications Squadron. Find him on LinkedIn and hi-techleader.com.
2022-05-0514 min
Ticket Volume - IT Podcast02. Governance too slow? Time to speed it up! With Dan Aragon from Best BuyGovernance is a balancing act of speed and risk. Best Buy's Dan Aragon certainly has some experience on this topic, and he doesn't hesitate to share! Join Matt and Dan's discussion on managing processes, maturity, governance, and incident management for a take on those subjects.
Dan Aragon is a passionate and caring service management practitioner experienced in building practical and successful service management delivery teams and processes that create value in organizations. He has years of experience owning IT processes in Financial Services, Health, and Retail organizations. His most recent experience as a Director of IT Service...
2022-04-2812 min
Ticket Volume - IT Podcast01. Why IT needs new management methods, with Rob EnglandWhat is, what isn't, what should be and what shouldn't be service management. Join Matt on a philosophical chat about IT with the former IT Skeptic - yes, we asked what happened with our favorite blog (and he answered!).
Rob England is known for contributing to ITIL Service Strategy, The Unicorn Project, The Agile Manager, Open Management, The DevOps Handbook, and as the lead author of the VeriSM digital framework. Founding groups like itSMF New Zealand and WellyBAM (Business Agility Meetup), Rob connects IT professionals across regions and continents. Working with Dr. Cherry Vu as part of...
2022-04-2124 min
Ticket Volume - IT PodcastTrailer - Ticket Volume, a podcast for IT professionalsJoin IT Industry Analyst Matt Beran to chat about service management, technology, business, and news and trends for improving IT experiences in general. Every week, he discusses a different topic with an IT leader - from ITSM and cybersecurity to networking and more! Never miss an episode by subscribing to our profile. Ticket Volume is powered by InvGate, your gateway for better IT.
2022-04-1300 min