Service Management Leadership Podcast
Episodes
Service Management Leadership - Technical Debt
09 Apr 2026
Contributed by Lukas
In this episode, Jeffrey discusses technical debt.Email Jeffrey with any questions or feedback ([email protected])Each week, Jeffrey w...
Service Management Leadership - Everything We Do Must Satisfy 1 of 2 Things
06 Apr 2026
Contributed by Lukas
In this episode, Jeffrey discusses how everything we do must satisfy 1 of 2 things.Email Jeffrey with any questions or feedback (jtefertiller@servicem...
Service Management Leadership - Doing Change Mgmt Better
02 Apr 2026
Contributed by Lukas
In this episode, Jeffrey discusses doing Change Management better.Email Jeffrey with any questions or feedback ([email protected])Each...
Service Management Leadership - Managed Services
30 Mar 2026
Contributed by Lukas
In this episode, Jeffrey discusses managed services.Email Jeffrey with any questions or feedback ([email protected])Each week, Jeffrey...
Service Management Leadership - Value of the CMDB
26 Mar 2026
Contributed by Lukas
In this episode, Jeffrey discusses the value of the CMDB.Email Jeffrey with any questions or feedback ([email protected])Each week, Je...
Service Management Leadership - We Need More Knowledge
23 Mar 2026
Contributed by Lukas
In this episode, Jeffrey discusses the need for more knowledge in our technology organizations.Email Jeffrey with any questions or feedback (jtefertil...
Service Management Leadership - Three Things To Know About Modernization Projects
19 Mar 2026
Contributed by Lukas
In this episode, Jeffrey discusses three things leaders must know about modernization projects.Email Jeffrey with any questions or feedback (jtefertil...
Service Management Leadership - Stakeholder Management
16 Mar 2026
Contributed by Lukas
In this episode, Jeffrey discusses stakeholder management.Email Jeffrey with any questions or feedback ([email protected])Each week, J...
Service Management Leadership - Should We Rethink Our Support Models?
12 Mar 2026
Contributed by Lukas
In this episode, Jeffrey discusses the possibility of rethinking our current support model that was developed decades ago.Email Jeffrey with any quest...
Service Management Leadership - Security is Risk Acceptance
09 Mar 2026
Contributed by Lukas
In this episode, Jeffrey discusses cybersecurity/information security.Email Jeffrey with any questions or feedback ([email protected])...
Service Management Leadership - Leaders Must Take Ownership in Decision-Making
05 Mar 2026
Contributed by Lukas
In this episode, Jeffrey discusses leadership decision-making.Email Jeffrey with any questions or feedback ([email protected])Each wee...
Service Management Leadership - How to Implement a Tool Correctly the First Time
02 Mar 2026
Contributed by Lukas
In this episode, Jeffrey discusses tool implementation.Email Jeffrey with any questions or feedback ([email protected])Each week, Jeff...
Service Management Leadership - Four Ingredients for An Awesome CMDB
26 Feb 2026
Contributed by Lukas
In this episode, Jeffrey discusses four ingredients for an awesome CMDB.Email Jeffrey with any questions or feedback ([email protected]...
Service Management Leadership - The Difference Between An Asset and A Configuration item
23 Feb 2026
Contributed by Lukas
In this episode, Jeffrey discusses the difference between an asset and a configuration item (CI).Email Jeffrey with any questions or feedback (jtefert...
Service Management Leadership - AI Governance
19 Feb 2026
Contributed by Lukas
In this episode, Jeffrey discusses AI GovernanceEach week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management ...
Service Management Leadership - Two CSFs Required For Every New Project
16 Feb 2026
Contributed by Lukas
In this episode, Jeffrey discusses how leaders can evaluate projectsEach week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and...
Service Management Leadership - Helping Your Service Management Program Become Relevant Again
12 Feb 2026
Contributed by Lukas
In this episode, Jeffrey discusses how to help your service management organization become relevant againEach week, Jeffrey will be sharing his knowle...
Service Management Leadership - Do Not Treat AI Initiatives Like Other Tech Projects
09 Feb 2026
Contributed by Lukas
In this episode, Jeffrey encourages leaders not to treat AI projects like other technology projectsEach week, Jeffrey will be sharing his knowledge on...
Service Management Leadership - Assessment
05 Feb 2026
Contributed by Lukas
In this episode, Jeffrey talks about the Service Management Leadership service offering of an assessmentEach week, Jeffrey will be sharing his knowled...
Service Management Leadership - Adoption
02 Feb 2026
Contributed by Lukas
In this episode, Jeffrey discusses how to gain adoptionEach week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Mana...
Service Management Leadership - SMO Part 2
29 Jan 2026
Contributed by Lukas
In this episode, Jeffrey discusses the Service Management Office (SMO)Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) a...
Service Management Leadership - Data-Based Decisions
26 Jan 2026
Contributed by Lukas
In this episode, Jeffrey discusses data-based decisionsEach week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Mana...
Service Management Leadership - SMO Part 1
22 Jan 2026
Contributed by Lukas
In this episode, Jeffrey discusses the Service Management Office (SMO)Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) a...
Service Management Leadership - Service Delivery
19 Jan 2026
Contributed by Lukas
In this episode, Jeffrey discusses service deliveryEach week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Manageme...
Service Management Leadership - Improving Your CMDB
15 Jan 2026
Contributed by Lukas
In this episode, Jeffrey discusses one method to improving your CMDBEach week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and...
Service Management Leadership - Evaluating Competing Initiatives
12 Jan 2026
Contributed by Lukas
In this episode, Jeffrey discusses how to evaluate competing iniativesEach week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) a...
Service Management Leadership - You Must Get Closer to Understand
08 Jan 2026
Contributed by Lukas
In this episode, Jeffrey discusses the need to get closer to the issue in order to understandEach week, Jeffrey will be sharing his knowledge on Servi...
Service Management Leadership - Data
06 Jan 2026
Contributed by Lukas
In this episode, Jeffrey discusses trusting data.Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management...
Service Management Leadership - Incorporating AI
01 Jan 2026
Contributed by Lukas
In this episode, Jeffrey discusses how to incorporate AIEach week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Man...
Service Management Leadership - Acknowledging Our Reliance on Technology
29 Dec 2025
Contributed by Lukas
In this episode, Jeffrey discusses how we need to adapt given our increasing reliance on technologyEach week, Jeffrey will be sharing his knowledge on...
Service Management Leadership - Merry Christmas and Happy Holidays
25 Dec 2025
Contributed by Lukas
We - at Service Management Leadership - want to wish you all the best this holiday season
Service Management Leadership - Delivery Should Match the Maturity
22 Dec 2025
Contributed by Lukas
In this episode, Jeffrey discusses the need to match our service delivery to our maturityEach week, Jeffrey will be sharing his knowledge on Service D...
Service Management Leadership - Value of Expertise
18 Dec 2025
Contributed by Lukas
In this episode, Jeffrey discusses the value of expertiseEach week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Ma...
Service Management Leadership - Doing the Small Things Well
15 Dec 2025
Contributed by Lukas
In this episode, Jeffrey discusses the need to do the small things - like decommissioning - well. Each week, Jeffrey will be sharing his knowledge on ...
Service Management Leadership - Should Service Management Be Centralized or Decentralized?
11 Dec 2025
Contributed by Lukas
In this episode, Jeffrey discusses the topic of centralized versus decentralized service managementEach week, Jeffrey will be sharing his knowledge on...
Service Management Leadership - Are You a Chef or a Baker
08 Dec 2025
Contributed by Lukas
In this episode, Jeffrey discusses the difference between a chef and a baker.Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mon...
Service Management Leadership - Knowledge Management
04 Dec 2025
Contributed by Lukas
In this episode, Jeffrey discusses the need for Knowledge ManagementEach week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and...
Ep 69: “People First: Reality Check” – James Finister, Part 3
04 Dec 2025
Contributed by Lukas
In the Season 2 finale, James Finister and I explore career evolution across life stages, questioning whether IT truly puts people first despite claim...
Service Management Leadership - What Behaviors Are You Incentivizing?
01 Dec 2025
Contributed by Lukas
In this episode, Jeffrey encourages leaders to examine what they incentivize because that is what they will receive.Each week, Jeffrey will be sharing...
“Talk to People. That’s Where the Real Learning Happens.” – Rina Brahmbhatt and Ramy Shehata
28 Nov 2025
Contributed by Lukas
Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or a...
Service Management Leadership - Omelets, Not Eggs
27 Nov 2025
Contributed by Lukas
In this episode, Jeffrey discusses how leaders should seek outcomes, not activities.Each week, Jeffrey will be sharing his knowledge on Service Delive...
Service Management Leadership - AI Governance
24 Nov 2025
Contributed by Lukas
In this episode, Jeffrey discusses AI and AI governance.Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Man...
“Mentors Shape Your Career—Conversations Shape Your Growth” – Rina Brahmbhatt and Ramy Shehata
21 Nov 2025
Contributed by Lukas
Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or a...
Service Management Leadership - Service Management Office (SMO)
20 Nov 2025
Contributed by Lukas
In this episode, Jeffrey discusses the Service Management Office (SMO)Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) a...
Ep 68: “Beyond Technical Skills Alone” – James Finister, Part 2
20 Nov 2025
Contributed by Lukas
In Episode 68, James Finister and I continue exploring human value in technology organizations. We discuss empowered decision-making versus command-an...
Service Management Leadership - Before You Implement a Tool
17 Nov 2025
Contributed by Lukas
In this episode, Jeffrey shares two aspects to execute before implementing your next tool.Each week, Jeffrey will be sharing his knowledge on Service ...
“Wrong Data In, Wrong Decisions Out: The Human Edge in an AI World” – Rina Brahmbhatt and Ramy Shehata
14 Nov 2025
Contributed by Lukas
Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or a...
Service Management Leadership - CMDB Part 5
13 Nov 2025
Contributed by Lukas
In this episode, Jeffrey continues series on the CMDB, discussing servicesEach week, Jeffrey will be sharing his knowledge on Service Delivery (Monday...
Ep 67: “Human Intelligence Remains Irreplaceable” – James Finister, Part 1
13 Nov 2025
Contributed by Lukas
In Episode 67, I reconnect with James Finister to explore how people are becoming devalued as "just resources" in the AI era. We discuss the...
Service Management Leadership - Two Unspoken CSFs
10 Nov 2025
Contributed by Lukas
In this episode, Jeffrey encourages leaders to consider two unspoken critical success factors for their next initiative.Each week, Jeffrey will be sha...
“Service Management Keeps You Connected to Everything” – Rina Brahmbhatt and Ramy Shehata
07 Nov 2025
Contributed by Lukas
Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or a...
Service Management Leadership - CMDB Part 4
06 Nov 2025
Contributed by Lukas
In this episode, Jeffrey continues his series on the CMDB, discussing ongoing governanceEach week, Jeffrey will be sharing his knowledge on Service De...
Service Management Leadership - Accepting Risk
03 Nov 2025
Contributed by Lukas
In this episode, Jeffrey discusses the topic of risk and how we must learn to acknowledge and accept or mitigate the risk.Each week, Jeffrey will be s...
“Sometimes the Real Incident Is Just a Lack of Diligence” – Rina Brahmbhatt and Ramy Shehata
31 Oct 2025
Contributed by Lukas
Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or a...
Service Management Leadership - CMDB Part 3
30 Oct 2025
Contributed by Lukas
In this episode, Jeffrey continues his series on the CMDB, gaining stakeholder adoptionEach week, Jeffrey will be sharing his knowledge on Service Del...
Ep 66: “Ethics Meets Economic Reality” – Andrew Davis, Part 2
29 Oct 2025
Contributed by Lukas
In Episode 66, Andrew Davis and I continue our conversation, examining the intersection of ethical capitalism and economic turbulence. We explore "LAM...
Service Management Leadership - Making Decisions With Imperfect Data
27 Oct 2025
Contributed by Lukas
In this episode, Jeffrey encourages leaders to learn how to make decisions with imperfect and flawed data.Each week, Jeffrey will be sharing his knowl...
“No Two Major Incidents Are Ever the Same — You Learn by Living It” – Rina Brahmbhatt and Ramy Shehata
24 Oct 2025
Contributed by Lukas
Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or a...
Service Management Leadership - CMDB Part 2
23 Oct 2025
Contributed by Lukas
In this episode, Jeffrey continues his series on the CMDB, discussing scope and governanceEach week, Jeffrey will be sharing his knowledge on Service ...
Service Management Leadership - Do Not Try To Solve Every Edge Case
20 Oct 2025
Contributed by Lukas
In this episode, Jeffrey encourages leaders not to try to solve for every edge case and to focus on the fundamentals.Each week, Jeffrey will be sharin...
“In 2027, AI Will Run Without Oversight. That’s What Scares Me.” – Final Thought with Rina Brahmbhatt and Prof. Ahmed Banafa
17 Oct 2025
Contributed by Lukas
Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or a...
Service Management Leadership - CMDB Part 1
16 Oct 2025
Contributed by Lukas
In this episode, Jeffrey begins a series on the CMDB, emphasizing the relationships between Change and Config (CMDB)Each week, Jeffrey will be sharing...
Ep 65: “Beyond Tools To Transformation” – Andrew Davis
16 Oct 2025
Contributed by Lukas
In Episode 65, I reconnect with Andrew Davis after his transition from AutoRabbit. We explore his unique journey from Buddhist monk to DevOps speciali...
Service Management Leadership - A Story
13 Oct 2025
Contributed by Lukas
In this episode, Jeffrey tells a story from his past. It appeals to all aspects of service delivery.Each week, Jeffrey will be sharing his knowledge o...
“Be Ready for Change—Every 10 to 15 Years, a New Technology Flips Everything” — Rina Brahmbhatt and Prof. Ahmed Banafa
10 Oct 2025
Contributed by Lukas
Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or a...
Service Management Leadership - The Who and How Matter More Than The What
09 Oct 2025
Contributed by Lukas
In this episode, Jeffrey uses a corollary in project management to emphasize why service management leaders should invest in people and processesEach ...
Service Management Leadership - ServiceNow Best Practices, Part 3
06 Oct 2025
Contributed by Lukas
In this episode, Jeffrey discusses ServiceNow Best Practices from RedRiver.com, Part 3Each week, Jeffrey will be sharing his knowledge on Service Deli...
“The Minute You Think You’ve Learned Enough, It’s Time to Go Down” — Rina Brahmbhatt and Prof. Ahmed Banafa
03 Oct 2025
Contributed by Lukas
Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or a...
Service Management Leadership - ITIL Best Practices For User Experience
02 Oct 2025
Contributed by Lukas
In this episode, Jeffrey discusses the ITSM.tools blog on best practices for user experienceEach week, Jeffrey will be sharing his knowledge on Servic...
Service Management Leadership - ServiceNow Best Practices, Part 2
29 Sep 2025
Contributed by Lukas
In this episode, Jeffrey discusses ServiceNow Best Practices from RedRiver.com, Part 2Each week, Jeffrey will be sharing his knowledge on Service Deli...
“If You Can’t Explain It Simply, You Don’t Understand It” – Rina Brahmbhatt and Prof. Ahmed Banafa
26 Sep 2025
Contributed by Lukas
Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or a...
Service Management Leadership - Why Many Organizations Choose Not To Adopt ITIL4
25 Sep 2025
Contributed by Lukas
In this episode, Jeffrey discusses why many organizations choose not to transition to ITIL4Each week, Jeffrey will be sharing his knowledge on Service...
Service Management Leadership - ServiceNow Best Practices, Part 1
22 Sep 2025
Contributed by Lukas
In this episode, Jeffrey discusses ServiceNow Best Practices from RedRiver.com, Part 1Each week, Jeffrey will be sharing his knowledge on Service Deli...
“Not Everyone Needs to Code — But Everyone Needs to Understand” – Rina Brahmbhatt and Prof. Ahmed Banafa
19 Sep 2025
Contributed by Lukas
Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or anyon...
Service Management Leadership - Why Service Management Is More Than Tools
18 Sep 2025
Contributed by Lukas
In this episode, Jeffrey discusses why we should avoid thinking of service management in just tool termsEach week, Jeffrey will be sharing his knowled...
Service Management Leadership - Having A Clear Vision
15 Sep 2025
Contributed by Lukas
In this episode, Jeffrey discusses the need for a clear visionEach week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Servi...
“AI Won’t Replace You, But Someone Using AI Might” – Rina Brahmbhatt and Prof. Ahmed Banafa
12 Sep 2025
Contributed by Lukas
Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or a...
Service Management Leadership - Do Not Be Like Pilots
11 Sep 2025
Contributed by Lukas
In this episode, Jeffrey discusses why we need to not fall into the same trap and rely heavily on technologyEach week, Jeffrey will be sharing his kno...
Service Management Leadership - Target Operating Models
08 Sep 2025
Contributed by Lukas
In this episode, Jeffrey discusses Target Operating Models. Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service...
“You’re the Pilot, AI Is Just the Copilot” – How to Stay Relevant in the Age of AI – Rina Brahmbhatt and Prof. Ahmed Banafa
05 Sep 2025
Contributed by Lukas
Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or a...
Service Management Leadership - Goose That Laid the Golden Egg
04 Sep 2025
Contributed by Lukas
In this episode, Jeffrey the need to continue to build capabilitiesEach week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and ...
Service Management Leadership - Why Transformations Fail
01 Sep 2025
Contributed by Lukas
In this episode, Jeffrey discusses why 88% of transformations fail. Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and...
"AI Feels Like the Internet All Over Again—Just in Fast Forward" – Rina Brahmbhatt and Prof. Ahmed Banafa
29 Aug 2025
Contributed by Lukas
Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or a...
Service Management Leadership - Three Changes In ITIL4
28 Aug 2025
Contributed by Lukas
In this episode, Jeffrey discusses three changes in ITIL4 from ITILv3Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) an...
Ep 64: “Business-First Security Strategy” – Jeffrey Wheatman
28 Aug 2025
Contributed by Lukas
In this episode, Jeffrey Wheatman and I explore the future of security and risk management, discussing the persistent communication challenges CISOs f...
Service Management Leadership - Kyndryl People Readiness Report, Part 4
25 Aug 2025
Contributed by Lukas
In this episode, Jeffrey discusses the Kyndryl People Readiness Report, Part 4. Each week, Jeffrey will be sharing his knowledge on Service Delivery (...
"One Phone Call Can Change Your Life, and the Internet Changed Everything" – Rina Brahmbhatt and Prof. Ahmed Banafa
22 Aug 2025
Contributed by Lukas
Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or a...
Service Management Leadership - Impact of AI on ITSM/ITIL4
21 Aug 2025
Contributed by Lukas
In this episode, Jeffrey discusses the impact of AI on service management. Each week, Jeffrey will be sharing his knowledge on Service Delivery (Monda...
Ep 63: “Mitigating AI Risk Through Learning” – Jeffrey Wheatman
21 Aug 2025
Contributed by Lukas
In this episode, Jeffrey Wheatman and I dive deep into AI's security implications and broader societal impact. We explore the three-bubble AI risk...
Service Management Leadership - Kyndryl People Readiness Report, Part 3
18 Aug 2025
Contributed by Lukas
In this episode, Jeffrey discusses the Kyndryl People Readiness Report, Part 3. Each week, Jeffrey will be sharing his knowledge on Service Delivery (...
“People Remember How You Made Them Feel, Not Just What You Built” – Rina Brahmbhatt and Hind Diouani
15 Aug 2025
Contributed by Lukas
Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or a...
Service Management Leadership - Technical Support Encouragement
14 Aug 2025
Contributed by Lukas
In this episode, Jeffrey discusses the technical supportEach week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Man...
Service Management Leadership - Kyndryl People Readiness Report, Part 2
11 Aug 2025
Contributed by Lukas
In this episode, Jeffrey discusses the Kyndryl People Readiness Report, Part 2. Each week, Jeffrey will be sharing his knowledge on Service Delivery (...
"Technology Evolves, But It’s People Who Define Its Purpose" – Rina Brahmbhatt and Hind Diouani
08 Aug 2025
Contributed by Lukas
Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or a...
Service Management Leadership - State of XLA, Part 2
07 Aug 2025
Contributed by Lukas
In this episode, Jeffrey discusses the State of XLA report from XLA Institute. This is part 2 of 2. Each week, Jeffrey will be sharing his knowledge o...
Ep 62: “Breaking Down Organizational Silos” – Jeffrey Wheatman
06 Aug 2025
Contributed by Lukas
In this episode, I reconnect with Jeffrey Wheatman, Senior VP Cyber Risk Strategist at BlackKite and former Gartner analyst colleague. We explore the ...
Service Management Leadership - Kyndryl People Readiness Report, Part 1
04 Aug 2025
Contributed by Lukas
In this episode, Jeffrey discusses the Kyndryl People Readiness Report, Part 1. Each week, Jeffrey will be sharing his knowledge on Service Delivery (...
"Learning to Learn Is the Real Skill – and It Never Ends" – Rina Brahmbhatt and Hind Diouani
01 Aug 2025
Contributed by Lukas
Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or a...
Service Management Leadership - State of XLA, Part 1
31 Jul 2025
Contributed by Lukas
In this episode, Jeffrey discusses the State of XLA report from XLA Institute. This is part 1 of 2. Each week, Jeffrey will be sharing his knowledge o...
Service Management Leadership - Part 5 of Series on IT Experience
28 Jul 2025
Contributed by Lukas
In this episode, Jeffrey discusses Part 5 on IT Experience from the Happy Signals 2025 Benchmark Report. This episode is on the topic of IT support ch...