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News and information for improving IT experiences. Ticket Volume connects a community of Service Management professionals with new ideas and perspectives. Powered by InvGate. New episodes each week!
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 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 at Pinnacle Foods Corporation, and a Solutions Director at Technisource.
January 26, 2023
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 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.
January 19, 2023
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 for 16 years.
January 12, 2023
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 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 an expert in ITSM and ESM implementations, as well as Service Architecture and Design.
January 05, 2023
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 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*A*L*U*E Formula" and was distinguished with the Ron Muns Lifetime Achievement Award in 2016.
December 15, 2022
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 in the digital and IT industry, she's the Co-founder and Executive Coach of Watermelon & FETA, a coaching program for aspiring leaders.
December 08, 2022
33. Learning, training, and the mindset behind taking courses, with Lisa Schwartz and David Ratcliffe
Have 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 last 31 years. He's also a blogger, industry commentator, and speaker, passionate about providing real-life, practical insights.
December 01, 2022
32. What is Service Integration and Management (SIAM)? With Claire Agutter
It'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.
November 24, 2022
31. Laying the groundwork to take Service Management beyond IT, with Phyllis Drucker
Though 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.
November 17, 2022
30. 5 reasons why transformations fail — and how simulations can help, with Paul Wilkinson
70% 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.
November 10, 2022
29. How to go from ITSM professional to venture capital COO - and how to mix the two, with Aprill Allen
Once 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 Customer Service and Network Operations and over 10 years as a specialist consultant in Knowledge Management to customer and internal IT teams.
November 03, 2022
28. Therapy for businesses - or how to combine purpose, experience, and empathy to innovate, with Lorn Campbell
Optimizing 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.
October 27, 2022
27 - How to measure employee experience? Start by focusing on perception, with Maddie Blumenthal from QSTAC
Employee 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.
October 20, 2022
26. Personalized Support, the intersection between Customer Experience and IT, with Roy Atkinson
There'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 his expertise has been featured by The Economist, Social Media Today, Computer World, BizTech Magazine, and more.
October 14, 2022
25. How does your organization feel? Thoughts on High-velocity, with Mark Smalley
Yet-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.
October 07, 2022
24. The risk of enablement and the power of Value Streams, with Daniel Breston
With 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 CIO." He's currently a board member of itSFMF UK, and once in a while picks up his old habits with part-time mentorships and workshops.
September 29, 2022
23. Flow Science, focus, and whole health: 3 essential ingredients to successful IT, with Simone Jo Moore
Simone 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 is a WomenTech & DevOps Institute Ambassador.
September 22, 2022
22. Why do people hate the help desk — and how to land your first IT job, with Kevtech
Looking 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 as Kevtech, his YouTube channel "Kevtech IT Support" is followed by 37K people looking to build a career path in IT.
September 15, 2022
21. The truth behind ITIL 4: a tad of processes and a pinch of humans to make value streams, with Katrina Macdermid
If 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 an ITIL Master, ITIL 4 co-author, consultant, and educator, and IT Service Management Maturity Assessor. Her experience includes tenures at Jetstar Airways, Qantas, and Amadeus. She won three global awards in ITIL training and is an advocate of incorporating Human-Centered Design into ITIL and IT Service Management.
September 08, 2022
20. The magic of connecting HR, IT, and culture for success, with Greg Sanker
What 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 ITIL, Organizational Management of Change, Global IT Operations, IT Operations Management, and Business Processes Alignment.
September 01, 2022
19. Digital Employee Experience: the path to a people-centric IT organization, with Jon Leighton from Nexthink
For 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.
August 25, 2022
18. Insourcing, innovation, and building an inclusive support culture, with Tammy Ward and Niko Miller
It'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. Previously, she's been in many roles on a help desk for energy companies in Canada. Former Best Buy Sales Associate, Nikolas Miller is the Senior Manager of End-User Support at ATB Financial, where he has also served as Product Manager and IT Analyst since 2017.
August 18, 2022
17. Problem Management: How to start, how to grow, and where to find problems with Brian Skramstad
Problems 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 Reuters. His main focus is on Problem and Incident Management.
August 11, 2022
16. Is ITIL 4 falling behind? The future of ITIL, with David Cannon from nfiniti3
As 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 industry and a variety of companies and roles. Some of his former positions are Chief Strategist in cybersecurity firms, Consulting Director for Forrester, and Director of an ITSM Practice at BMC.
August 04, 2022
15. Tier infinity: learning, retention, and loyalty in small IT teams, with Danny Kateli from Midrex
In 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 and IT Service Delivery Manager at CompuCom with a focus on process optimization. Afterward, he moved onto his current role as the Manager of IT Operations at Midrex, where he's in charge of network infrastructure, data center maintenance, IT security, and the Service Desk.
July 29, 2022
14. The ABC of building a Service Management Office, with Melissa Teater from Jamf
Melissa 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 through employee development, continuous improvement, and process efficiency. Melissa is a communication expert with the ability to integrate managed service providers to suit business needs.
July 21, 2022
13. Want to write a great resume? Focus on the outcomes, with Robert Fedoruk
Your 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."
July 14, 2022
12. Experience, leadership, and ESM are all related, with Jason Wischer
What 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.
July 07, 2022
11. The experience management shift in service management, with Alan Nance from XLA Collab
Why 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.
June 30, 2022
10. Robots everywhere! Robotics and AI in ITSM, with Mauricio Corona from BP Gurus
Trend 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 of BP Gurus, an active SDI Chief Transformation Officer, board member at ACIS_IT, Head of AI graduate programs at Universidad La Salle (Mexico), and Professor at Actuarial Science Faculty STEM Anahuac (Mexico).
June 23, 2022
09. IT4IT: How it started and what version 3.0 will bring, with Micro Focus CTO Lars Rosen
Who'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 for the standard in The Open Group. He's currently Micro Focus Fellow and CTO and continues to be the lead architect for the IT4IT initiative. He's an engineer and a researcher with an MBA focused on technology management and a Ph.D. in computer science.
June 16, 2022
08. The face of service: support managers need inspiration too, with Megan Engels
Megan 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 Bank and almost 15 in IT.
June 09, 2022
07. Where does good service come from? A sneak peek with Kevin Clark
Kevin 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.
June 02, 2022
06. A crash course in software asset management, with Aaron Davenport
Aaron 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.
May 26, 2022
05. Expanding beyond Service Management: DevOps, SRE and BRM, with Suresh GP
Suresh 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.
May 19, 2022
04. What are XLAs and why do they matter? With Rae Ann Bruno
Matt 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, and ITIL process improvement. Rae Ann is currently the President of Business Solutions Training, Inc.
May 12, 2022
03. IT leadership: Managing the 3 types of IT employees, with NJ Robinson
Not 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.
May 05, 2022
02. Governance too slow? Time to speed it up! With Dan Aragon from Best Buy
Governance 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 Management Process at Best Buy has him pushing Service Management governance to do more for the organization.
April 28, 2022
01. Why IT needs new management methods, with Rob England
What 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 their consulting team for Teal Unicorn, they change organizations and leadership with a myriad of business challenges.
April 21, 2022
Trailer - Ticket Volume, a podcast for IT professionals
Join 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.
April 13, 2022