Ticket Volume - IT Podcast
Ticket Volume is an IT podcast produced by InvGate that focuses on improving IT experiences and service management. It brings together a community of service management professionals to share new ideas, perspectives, and practical advice. Episodes explore topics such as help desk operations, ITIL practices, and emerging trends in IT support. The show is aimed at IT leaders and support teams looking to deliver better service to their users.
Episodios
102. AI and Service Management: From PepsiCo's VR Training to Ethical Dilemmas
In 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.He
101. What Makes Teams Replace IT Tools? Triggers You Shouldn’t Ignore
When 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
100. Ticket Volume hits 100 episodes and shares 5 takeaways from the road so far
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 stando
99. Designing IT Services That Build Trust: Georgina Otubela on Service Design & Incident Management
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 b
98. IT Recycling done right: Alicia Syx on secure & sustainable ITAD
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
97. What Organizational Governance Really is: Insights From Valence Howden
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 (h
96. The Power of SLAs: Linda Lenox on Bridging Business and IT Through Meaningful Metrics
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 tool
95. The Road to Zero Incidents: John Gordon on Preventative Incident Management
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 s
94. Optimizing Service Management for higher education: Insights with Vicki Rogers
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 h
93. IT Service Management Trends For 2025: Insights from Rob, Claire, and Mark
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. W
92. Customer Experience And Emotional Intelligence: Key Insights and Strategies
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 to
91. The Future of AI in IT: Insights from InvGate CEO Ariel Gesto
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 gro
90. Building a Service Management Office: Lessons from JAMF's Journey on Ticket Volume Podcast
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’
89. Rethinking ITSM: Ken Gonzalez on Organizational Capabilities, Customer-Centricity and Growth
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 Quadra
88. Are Rigid Processes Hurting Service Management? Insights on Flexibility with Shane Carlson
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 Servi
87. Exploring Mental Health in Tech: Insights with Dr. Torres, Aileen Day, and Emily Hubbard
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,
86. Is the IT Job Market in Crisis? Insights and Tips with David Lowe & Stephanie Lundberg
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 mis
85. The 5 levels of Service Management Maturity with Joshua Nelson, Alex Harding and Sarah Bulley
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 operatio
84. Sustainable IT & Enviromental, Social and Governance: Insights with Dr. Tuuli Bell
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 businesse
83. Revolutionizing ITSM with AI: Insights & Innovations with Daniel Ciolek
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
82. Are IT people socially awkward? Debunking 4 IT stereotypes
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 myt
81. Women of ITSM: A community for sharing and growing with Lucy Grimwade and Sophie Hussey
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 abou
80. NIS2 Implementation: Challenges And Tips, With Morten Eeg, Wathagi Ndungu & Gennady Kreukniet
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
79. How to Achieve Regulatory Compliance in Multinational Companies, With Jordan Thurston, SVP at Citi
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 en
![[Webinar] Wiring The Winning Organization: Automation, Innovation, And Adaptability](https://d3t3ozftmdmh3i.cloudfront.net/staging/podcast_uploaded_episode/22456883/22456883-1714662943352-08e09eff9524f.jpg)
[Webinar] Wiring The Winning Organization: Automation, Innovation, And Adaptability
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
78. Past, Present, And Future of the Workplace, With Christopher Dancy
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 f
![[Webinar] How to Build a Multidisciplinary ITSM Project, With Jyoti Chopra and Darrel Popowich](https://d3t3ozftmdmh3i.cloudfront.net/staging/podcast_uploaded_episode/22456883/22456883-1712235533752-9b05d0b01664e.jpg)
[Webinar] How to Build a Multidisciplinary ITSM Project, With Jyoti Chopra and Darrel Popowich
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 i
77. ITSM, BRM, Agile, Project Management: Why None of Them Matter, With David Tomlinson
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
![[LIVE SESSION] - The Future of IT Service Management](https://d3t3ozftmdmh3i.cloudfront.net/staging/podcast_uploaded_episode/22456883/22456883-1702923798489-191c64bd86bc8.jpg)
[LIVE SESSION] - The Future of IT Service Management
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 experi
76. Unlocking the Main Elements of the Knowledge Centered Service, With Lana Kosnik
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
75. How To Reduce The Fear of AI, With Mariena Quintanilla
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 b
74. Business Process Design in ITSM: How to Design Robust Business Processes?, With David Mainville
In 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 t
73. Learning From Practice In ITSM, With Ryan Ogilvie
When 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 o
![[LIVE SESSION] Knowledge Management Success: Tips, Tricks, And Metrics](https://d3t3ozftmdmh3i.cloudfront.net/staging/podcast_uploaded_episode/22456883/22456883-1699290802083-d65ab607f732.jpg)
[LIVE SESSION] Knowledge Management Success: Tips, Tricks, And Metrics
A 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
72. Building Community Within a Customer Support Team, With Neal Travis
Neal 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 profession
71. How to Become an ITSM Consultant, With Sophie Hussey
Have 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
![[LIVE SESSION] Staffing For Service: Models, Volumes, And Training](https://d3t3ozftmdmh3i.cloudfront.net/staging/podcast_uploaded_episode/22456883/22456883-1697734637596-e8f938e3a4d33.jpg)
[LIVE SESSION] Staffing For Service: Models, Volumes, And Training
Help 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 Whit
70. 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
69. Unfolding Yet Another Service Management Model (YaSM), With Stefan Kempter
Following 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 wh
68. How to Become a Help Desk Technician? First Steps as an Agent, with Abby Sininger
Abby 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
67. The power of Simulations in ITSM training, with James Gander
ITSM 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
![[LIVE SESSION] ITAM Challenges: Epic Fails, Red Flags, And Tales From the Battlefield | David Foxen](https://d3t3ozftmdmh3i.cloudfront.net/staging/podcast_uploaded_episode/22456883/22456883-1694631357569-5f608ce4a664c.jpg)
[LIVE SESSION] ITAM Challenges: Epic Fails, Red Flags, And Tales From the Battlefield | David Foxen
There'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
66. Mastering the art of training help desk staff, with Lisa Schwartz
Co-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
65. How to Build a Strong Team Culture, With Gregg Gregory
How 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
64. The importance of IT Asset Management, With David Foxen
Hardware 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. H
63 . How to put an Experience Management strategy into effect, with Joshua Nelson
Building 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 a
![[LIVE SESSION] The ITSM Implementation Roadmap, With Doug Tedder](https://d3t3ozftmdmh3i.cloudfront.net/staging/podcast_uploaded_episode/22456883/22456883-1691692492055-c5e20dce53725.jpg)
[LIVE SESSION] The ITSM Implementation Roadmap, With Doug Tedder
There 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 special
62. 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
61. Where Does Organizational Change Management Stand Today, With Karen Ferris
Frameworks 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 provid
60. How to Measure Knowledge in IT? Skills vs. Theory, With Matthew Burrows
How 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 g
59. How To Run A Successful Help Desk - And Win An Award For It, With Moe Sulliman
What 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
58. How to Stay Relevant? Tips And Tricks For IT Leaders with Anthony Orr
As 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 i
57. A How-To Guide On Boosting Team Morale, With Sandy Confer
As 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
56. A Crash Course on Value Stream Mapping For ITSM, with Waseem Ahmed
As 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 continua
55. An introduction to Unified Service Management, with John Worthington
The 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 framework
![[LIVE SESSION] Experience is Squishy: How to Turn Sentiment Data Into Action](https://d3t3ozftmdmh3i.cloudfront.net/staging/podcast_uploaded_episode/22456883/22456883-1686233475227-be06febdb26c.jpg)
[LIVE SESSION] Experience is Squishy: How to Turn Sentiment Data Into Action
Employee 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 be
54. How Can Systemic Thinking Benefit Digital Leadership, with Patti Blackstaffe
Patti 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 systemical
53. From Cross Functional Manager to Security & Governance Leader, with Jeevan Lobo
Jeevan 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, an
![[LIVE SESSION] IT + CX: The Experience Sweet Spot, with Nate Brown](https://d3t3ozftmdmh3i.cloudfront.net/staging/podcast_uploaded_episode/22456883/22456883-1684354781871-61bd59042a71d.jpg)
[LIVE SESSION] IT + CX: The Experience Sweet Spot, with Nate Brown
While 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 g
52. A Practical Approach to Co-Creating Value Across the Organization, with David Barrow
David 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
51. IT Service Desk Fundamentals: Work Culture, a Solid Structure, and Certifications, with Sanjay Nair
Author 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,
50. ITIL: New Certification Schemes, Combined Frameworks, and Future Plans, with Markus Bause from PeopleCert
ITIL 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
![[LIVE SESSION] Service and Support Leadership in 2023](https://d3t3ozftmdmh3i.cloudfront.net/staging/podcast_uploaded_episode/22456883/22456883-1681925888364-5a07430d72f3f.jpg)
[LIVE SESSION] Service and Support Leadership in 2023
Some 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 Co
49. How to transition into more sustainable IT practices, with Mark Bradley
Adopting 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.
48. A Look Into Servant Leadership and Putting People First, with Rocky McGuire
The 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 th
47. Training is a Service — And Here's How You Can Get The Most Value, with Sean McClean
Training 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 E
![[LIVE SESSION] The CAB is dead: now what? Change Management in the modern business](https://d3t3ozftmdmh3i.cloudfront.net/production/podcast_uploaded_episode/22456883/22456883-1679596587517-61d94f12a225b.jpg)
[LIVE SESSION] The CAB is dead: now what? Change Management in the modern business
As 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
46. It’s all about Sustainability: Tech and Progress involving People, with Barclay Rae
Barclay 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 servic
45. Defend Against Cyberattacks: An Overview of the NIST Framework, with David Moskowitz
What 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
44. Moving Towards a DEX Focus: Feeding into the Best of ITSM, with Ian Aitchison from Nexthink
By 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 softw
43. Taking Experience One Step Further: Building Feelings, with Doug Rabold
Even 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 Rabo
42. Everyone hates surveys: how to turn things over, with Pasi Nikkanen from HappySignals
Experience 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 companie
41. Where does ITSM come from? The history of Quality Management, with Michael Cardinal
What 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 Instru
40. Creating human leaders to improve experience, with Sally Mildren
Though 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 Partn
39. Measuring agent performance to improve service desk quality, with Jason Turner
Managing 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 Directo
38. Value Management and the difference between ITIL v3 and ITIL 4, with David Billouz
The 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 Part
37. Dipping your toes into IT support for schools, with Casey Rutherford
Doing 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
36. How to implement ESM in your business and not die trying, with Darren Rose
Expanding 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 neede
35. The 5 Elements of the VALUE Formula, with Ken Wendle from Edify ITSM
Providing 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 I
34. An introduction to Sustainable IT, with Antonina Douannes
The 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 i
