Ticket Volume - IT Podcast

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 standout episodes that surprised him, challenged him, or simply stuck with him — from mental health to experience management to change enablement.

Here’s a sneak peek:

1. Why complexity is unavoidable — and that’s okay.

The value of sitting with a problem instead of rushing to fix it.

How unexpected ideas can lead to breakthrough change.

Why your network might be your biggest asset.

A reminder that people are the heart of all tech.

Whether you’ve been with us since episode one or just tuned in recently, this one’s for you. Thanks for being part of the Ticket Volume community!

Don’t forget to like, subscribe, and share your thoughts — we’d love to hear from you.

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 better service experiences.

Here’s a sneak peek:

1. Why trust is the foundation of great IT services.

2. How to improve incident management by focusing on communication.

3. The role of automation in freeing up IT teams—and when not to use it.

4. Why transparency and accountability are key to service recovery.

5. How to recognize when you’ve designed a truly great IT service.

Tune in for an insightful conversation packed with real-world advice for IT professionals looking to enhance their service management approach. Don’t forget to like, subscribe, and share your thoughts in the comments!

#ServiceManagement #ITSM #IncidentManagement #Automation #ITLeadership #ITServiceDesign #CustomerExperience #ITTrust #TicketVolume #Podcast

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. The shocking reality of IT asset graveyards and untracked tech.

2. Why ""wiping a hard drive"" isn’t enough to keep your data safe.

3. The certifications that separate responsible IT recycling from risky disposal.

4. How companies can turn old tech into cash instead of paying to get rid of it.

5. The environmental impact of short-lived devices (and what to do about it).

If your company still handles IT disposal like an afterthought, this episode will change your perspective. Listen now to learn how to protect your data, save money, and make IT recycling work for you!

Don’t forget to like, subscribe, and share your thoughts in the comments! How does your organization handle IT recycling?

#ITRecycling #ITAD #DataSecurity #TechDisposal #Ewaste #SustainableIT #ITAssetManagement #SecureIT #TicketVolume #Podcast

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 (hint: it’s not just bureaucracy).

2. How to spot healthy vs. unhealthy governance in your organization.

3. Why governance should be an enabler, not a roadblock to change.

4. The role of governance in IT teams, Change Management, and risk mitigation.

5. How to fix broken governance and make it work for your business.

If governance has ever felt like a frustrating set of rules instead of a strategic advantage, this conversation is for you. Tune in now to rethink how governance impacts IT, decision-making, and organizational success!

Don’t forget to like, subscribe, and share your thoughts in the comments! Have you experienced great (or terrible) governance in your organization? Let’s discuss!

#OrganizationalGovernance #ITGovernance #ITLeadership #GovernanceFramework #ChangeManagement #DigitalTransformation #TicketVolume #Podcast

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 tools for continuous improvement, Linda shares actionable insights and real-world examples to inspire IT leaders.

Here’s a sneak peek:

1. Why SLAs shouldn’t be a “stick” for service desk agents.

2. The importance of starting SLA discussions with current metrics.

3. How SLAs can bridge the gap between IT and the business.

4. Tips for balancing metrics like first call resolution and call times.

5. Using SLAs as a tool for service improvement, not just measurement.

Tune in for an engaging conversation packed with practical advice for IT pros, service management leaders, and anyone striving to make SLAs a business enabler. Don’t forget to like, subscribe, and share your thoughts—we’d love to hear from you!

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 sneak peek:

1. Why zero incidents should be every IT team’s goal.

2. The role of telemetry and automation in proactive IT operations.

3. How redefining SLAs can drive a preventative mindset.

4. The challenge of measuring hidden ROI—and why it’s worth it.

5. Lessons from HP’s success with preventative strategies.

Tune in to learn how preventative Incident Management can transform your IT approach and hear actionable advice from one of the industry’s leading voices. Don’t forget to like, subscribe, and share your thoughts in the comments!

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 her journey of collaboration, leadership, and people-first strategies.

Here’s a sneak peek:

1. How to build a grassroots network for IT collaboration.

2. The importance of data in advocating for IT improvements.

3. Balancing diverse stakeholder needs in higher education IT.

4. Strategies for smaller institutions with limited resources.

5. Why humility and relationships are key to driving organizational change.

Tune in for an inspiring conversation packed with actionable insights for IT leaders and service management pros. Don’t forget to like, subscribe, and share your thoughts—we’d love to hear from you!

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. Why the open-source model faced challenges in 2024—and what it means for IT teams.

2. How AI is transforming workflows and becoming an integral part of ITSM.

3. The rise of niche professional communities and the shifting role of platforms like LinkedIn.

4. Cybersecurity wake-up calls and strategies for securing IT supply chains.

5. Predictions for 2025, including human-centric ITSM, sustainability, and adaptive frameworks.

Join us for a thought-provoking discussion packed with insights, advice, and a few philosophical gems from three of ITSM’s brightest minds. Whether you’re an IT pro or just curious about the future of Service Management, this episode is a must-watch!

Don’t forget to like, subscribe, and share your take on the trends shaping ITSM in the comments below!

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 tools like AI and observability, this episode delivers actionable insights for modern leaders.

Here’s a sneak peek:

1. Why emotional intelligence is the backbone of CX and EX.

2. The difference between employee engagement and experience (and why it matters).

3. How community-driven projects like Twenty20ish redefine networking.

4. Leveraging AI and Journey AI for better CX strategies.

5. Tips for newcomers starting out in CX and service roles.

Tune in to explore how emotional intelligence and technology can transform the way we work and connect. Don’t miss it!

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, and the systemic changes needed to support mental well-being in tech. Don’t miss this enlightening conversation about the intersection of technology and mental health!

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 miss out on their valuable insights! Comment and subscribe to stay connected with us at InvGate. Let’s keep the conversation going!

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 operations.

This episode offers valuable insights and practical advice for IT professionals looking to enhance their service delivery and align with industry best practices.

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 businesses can adopt sustainable practices, highlighting the importance of ESG in evaluating their societal impact. Discover how the IT industry is stepping up to the challenge, from energy-efficient data centers to the emerging field of green software development. Learn about the circular economy and how individuals can take actionable steps towards sustainability in their daily lives. Dr. Bell emphasizes that every effort counts, and together we can create a positive impact on our planet. Don’t miss this opportunity to gain valuable insights into sustainable practices and the future of ESG. Be sure to like, comment, and subscribe for more engaging discussions on sustainability and technology!

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 ITSM? Let us know.

See you in the next episode!

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 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 the stories that need to be told. Valence is an International Speaker and an Info-Tech Distinguished Analyst. He was recognized by HDI as one of the Top 25 Thought Leaders. Chris Chagnon is an ITSM Innovator who designs and develops award-winning experiences for managing and carrying out the ITSM process.

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 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.

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 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 Eeg Ejrnæs Nielsen is an Advisor and Public Speaker on Information Security and Compliance. He currently serves as Security Advisor at Globeteam, where he does maturity assessments using NIST CSF, risk assessments based on the ISO27005 methodology, NIS2 implementation, GDPR counseling, auditing data processors, and internal audits. He has also worked teaching in NIS2 and GDPR. Wathagi Ndungu is the Security Expert Group Manager within ZEISS Group, which includes driving & enabling ZEISS-wide implementation for the European Union NIS2 Directive. She also served as a Responsible AI Consultant and Data Protection expert at the same company. Prior to this, she worked in Data Protection Compliance at Engel & Völkers Technology GmbH. Gennady Kreukniet is the CISO & Senior OT Security Consultant at Applied Risk (a DNV Company). Before this, he served first as Digital Innovation Consultant and then Senior Consultant at DNV.

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 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 Citi. Previous to this, he served as VP and Product Group Manager & Regional ESG Champion Co-Head at Goldman Sachs. Jordan has ten years of management experience, ranging from retail to the financial industry, and including six years in Risk, Governance, and Vendor Management.

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 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 Winning Organization," is here to help. In this webinar, he'll discuss, along with host Matt Beran, several ideas to wire your teams in a way flexible enough to adapt to the speed of change. In addition, they will explore multiple options to leverage automation and AI to build efficient IT services today. So, come join Gene and Matt in this webinar — and get a free AI tools map for service and support! Webinar topics: - Where we stand, and where the IT industry is heading. - How companies are working towards adaptability. - What the greatest organizations are doing TODAY to prepare for tomorrow. - The role of automation and AI in the future workplace. - How to create management systems that liberate people's minds. For the past 25 years, Gene Kim has been studying high-performing technology organizations. He is a Wall Street Journal bestselling author, researcher, and multiple award-winning CTO. He founded Tripwire, Inc. and acted as its CTO for 13 years. Some of his most famous books include "Wiring the Winning Organization," "The Unicorn Project," "The DevOps Handbook," and "The Phoenix Project."

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 from unnecessary fear and uncertainty, first he explores the present context and work conditions to point out the importance of incorporating people’s singularity and values to the work environment. Then, he shifts the focus towards technology, going through a little bit of history to introduce the concept of “adaptive platforms” to think about possible future scenarios in tech.

Christopher Dancy, also known as “The World’s Most Connected Person,” is a highly recognized voice within the ITSM community. Before going independent as a consultant, author, and speaker, he served in different roles for companies such as LANDESK Software, CTOBMC Software, PinkElephant, ServiceNow, BMC, Healthways, and Compassware.

Christopher also founded ServiceSphere, the first ITSM organization to market with offerings combining Social Media and ITSM.

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 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 Jyoti Chopra and Darrel Popowich know how to do it.
In this episode, they discuss how to think about and apply standards, frameworks, and concepts, introduce new ways of working with teams, and find and explore new methodologies. In addition, they emphasize the importance of solid communication within the team and with other teams to succeed with your ITSM project. Jyoti Chopra has over 15 years of experience stimulating and shaping business demand across various functions. She is currently the IT Business Relationship Manager at SCI Group Inc. Some of her previous roles include Director of IT at Sakshem IT Solution and Sr. IT Manager at Glaze Trading India. In addition, she was named Top BRM in 2023 by the Business Relationship Management Institute.
Darrel Popowich is the Chief Visionary Officer and COO of the BRM Institute. He has over 25 years of experience in the IT world, occupying multiple positions — including Manager of IT Enterprise Services at TransAlta, Vice President of Information Technology at H&R Block Canada, and Managing Director at Online Business Systems. His primary focus is improving IT's capability to explicitly connect IT to business objectives that increase organizational value delivery.

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 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 Tomlinson serves as Senior Learning Specialist and DevOps Ambassador for DevOps, Agile, Project, Program, and IT Service Management at QA Ltd. Before this, he also worked for over ten years as Senior Trainer Consultant at FGI Consultancy.

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 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 reveal what's in store for 2024 in the IT Service Management world. Should we be prepared for another groundbreaking innovation? Is there something else we need to prepare for? Only time will tell – but you can listen for some spoilers and predictions!

Rob England, Claire Agutter, and Mark Smalley join Matt Beran to discuss the future of Service Management, specifically focusing on IT and other shared service functions.

Formerly known as “The IT Skeptic”, Rob England is an active contributor to ITIL Service Strategy, The Unicorn Project, The Agile Manager, Open Management, The DevOps Handbook, a lead author of the VeriSM digital framework.

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.

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.

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 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 the main benefits she has seen come along with the adoption.

Lana Kosnik is a certified Knowledge Centered Service V6 Trainer and currently works as KCS Knowledge Management Practice Manager at Upland Software. Before this, she got her start in administrative roles and catering sales and operations. Lana also served as Part-Time Faculty at Oakland University.

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 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 analysis. Mariena Quintanilla is an Independent Consultant that works with startups on data quality testing and support systems. She has honed her skills as an organizational leader by helping to build customer facing engineering teams focused on customer data, custom data solutions, and technical support for data products. Prior to this, she spent 10 years in Product and Engineering.

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 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 practice. David Mainville is the CEO and Co-Founder of Navvia and a well known member of the Service Management community. Before this, he got his start as a Field Engineer and progressed through Senior Technical and Management roles over 13 years to eventually become National Manager of Professional Services at Amdahl Canada.

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 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 ITSM Coach and Consultant for Blackfriar Consulting. In the past, he has also served as Service Management Lead and ITSM Consultant at Shaw Communications, as an IT Process and Procurement Analyst at CalFrac Well Services, and other ITSM related roles at Burnco Rock Products, Interpipeline, and Agrium.

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 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 the strategy for the Customer Support Knowledge program. Prior to this, she was the Business Program Management - Knowledge at Paychex. Michelle Stumpf is the Head of Knowledge Management at Celonis, a KCS-certified trainer, and a Knowledge Management strategist. She has solid experience developing and implementing enterprise-level taxonomy, metadata, and governance strategy. Previously, she was the KCS (KM) Practice Director at RightAnswers and the Content-Knowledge Information Architect at Verizon.

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 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 Driven community. He has collected over a decade of experience in Customer-Centric Roles, getting his start managing customer and sales teams in retail Telecom.

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 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 has dedicated herself to ITSM independent consulting, serving as Director for Lapis Consulting Services. She has also worked in different roles that go from Support Analyst and Service Desk Team Leader to Head of Service Management at companies like Lewis Group and Lowell.

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 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 Director of Technical Support Engineering at CrowdStrike. Kincy Clark is the Founder of OneStudy.ai and the former Director of Support at Bolt. He has over 12 years of experience in team leadership, Program Management, strategy, operations, communication, and technical experience. Simone Jo Moore is a renowned author and coauthor guiding organizations and individuals in adopting a "Humanising IT" perspective. She's been in HDI's Top 25 Industry Thought Leaders for the last five years and is a WomenTech & DevOps Institute Ambassador. Daniel Breston is a retired coach, blogger, speaker, and writer with more than 50 years of experience in IT. He's currently a board member of itSFMF UK, and once in a while, he picks up his old habits with part-time mentorships and workshops.

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. She also works as Subject Matter Expert at Gerson Lehrman Group, Six Seconds Emotional Intelligence Network, and Rehabilitation Enables Dreams. Before this, Deborah served as a facilitator for over 30 years for Oxford Health, Spherion, Visiocom and STI knowledge.

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 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 Founder and current Managing Director of IT Process Maps GbR, Germany. He is also author of the YaSM Service Management Model and ITIL Process Maps. Stefan started off as a Pre-Sales and Technical Consultant at Signalbau Huber, served as Head of IT Architecture and Strategic Planning at ADAC, and spent five years as a Process Consultant at IDS Scheer AG.

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 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 she expects for her future. Abby Sininger is a Computer Science Major at St. Cloud State University in Minnesota and an aspiring software developer with a passion to inspire women to join STEM fields. She has served in roles as an administrative assistant at Simonson Lumber Company, a manager at House of Pizza, and recently landed a role as IT support analyst at Great River Energy.

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 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. He worked in the past in many IT roles at different companies like Xansa, Waikato District Health Board, Genesis Energy, the University of Auckland, Northpower, and Carter Holt Harvey. James is also a contributor to VeriSM and has made appearances on other IT media channels, like The ITSM Crowd, Karen Ferris's Conversations, and more.

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 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 ITAM Volunteers, which helped organizations struggling during the COVID pandemic through ITAM.

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 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 investment. Lisa Schwartz got her start in hospitality and applying Service Management standards, and currently specializes in ITSM, ITIL, Agile, DevOps and VSM training. She is also the Co-founder and CEO of ITSM Academy, Founding Partner for XLACollab, and the Co-founder for the DevOps Institute.

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 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 trainer and consultant, and a national leading authority in the areas of teamwork, leadership, and organizational culture. He has worked with over a thousand companies to build highly effective employee training and development strategies to build more cohesive teams. Gregg is also the host of the podcast “The Teamwork Advantage” and the author of two books on Leadership, “ONE Team - ONE Dream” and “The GPS of Leadership”.

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. 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 and principal consultant for SAM Beast Consulting Ltd. He worked doing ITAM at companies like Aeroflex, Santander, Arup and Johnson Matthey, among others. He also started ITAM volunteers, an organization that helped companies struggling to adapt Asset Management during the pandemic and currently serves as a committee member for ISO.

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 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 with Purpose”. He also has a PhD focused in Business Administration and Management, Information Systems and Enterprise Resource Management from California Intercontinental University. Formerly, he was a Program Manager for the district of Pasco Coun County.

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 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 roles as the President of itSMF USA, the Director of Managemetn Systems at The priSM Institute, and the Manager of Service Delivery at Roche Diagnostics.

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 the past nine years, he has been dedicated to IT Service Management and ITIL process implementation. He is a valued contributor to the book "VeriSM: Unwrapped and Applied" and has recently been named as DB Shanker's, Head of Regional Service and Operations Management for the Americans.

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 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 workplace resilience, and has served in the past as a Practice and Service Manager at Proactive Services and National Australia Bank.

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 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 Accredited Consultant, Assessor, and Trainer and the Co-Founder and President Emeritus of SkillsTX. He works with companies and governments to improve their Digital Skills Management Maturity. In the past, he also served as President of the Institute of Service Management and as a contributor to Service Management and Project Management standards and publications.

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 with a safe work environment to learn, a team work feeling, and clear models to look up to. Moe Suliman is currently Information Technology Help Desk Manager at Wajax. He is also the winner of the Best Service And Support Manager Of The Year 2023. Moe served a wide range of roles in IT, before finally getting into Service Management. He was Service Desk Manager for Axon Medical Technologies, Maeve's International Software, Rio Can Real Estate Investment Trust.

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 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 and is also currently a Solution Director for SDI Presence. In the past, he has worked for some of the most well known brands in ITSM, amongst which you can find Honeywell, the Department of Veteran Affairs, Axo, and BMC Cherwell.