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 …

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 …

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 i…

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 wor…

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 …

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…

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 to…

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 nurt…

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 …

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 witness…

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 mai…

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…

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 ac…

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 conc…

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 det…

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 …

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 val…

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 …

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 info…

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 to…

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 cu…

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.…

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 learnin…

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 strategi…

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, leadersh…

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…

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, th…

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 …

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 …

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 O…

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, o…

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 age…

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, a…

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 ti…

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 desig…

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 t…

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 …

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 coh…

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…

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 th…

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 a…

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 wo…

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…

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 Nort…

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 sub…

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 …

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 Mas…

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…

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 c…

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 t…