97. The state of ITXM/ITSM in the USA, with Matt Beran

The IT Experience Podcast

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1+ y ago 20:47

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Matt Beran, Host of Ticket Volume podcast and InvGate Product Specialist joins us to speak about the state of IT Service Management in the US, what the Americans do well and where they struggle. In this conversation, we come across interesting differences and similarities between regional ways of doing ITSM and generally applicable principles that help IT teams provide better services and experiences to the end-users.

Key Takeaways

The most difficult part of ITSM is dealing with people
Getting the basics right matters… a lot!
Unless IT is willing to really listen to the end-users, it is unlikely that improvements will have real world impact on end-users experience of IT.
Involving end-users in the creation of support articles leads to articles that real end-users understand and can use.

Ticket Volume podcast: https://invgate.com/ticket-volume/
Matt Beran on Linkedin: https://www.linkedin.com/in/mattberan/

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