Service Management Leadership Podcast
Episodes
"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...
"No One Will Build Your Career for You — Take Ownership, Seek Clarity, Show Up" – Rina Brahmbhatt and Hind Diouani
25 Jul 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 - ITIL4 Guiding Principles
24 Jul 2025
Contributed by Lukas
In this episode, Jeffrey discusses the ITIL4 Guiding PrinciplesEach week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Serv...
Ep 61: “Moving Organizations From Reactive To Proactive Thinking” – Jon Hansen, Part 2
24 Jul 2025
Contributed by Lukas
In this episode, Jon Hansen and I continue our in-depth exploration of collaboration and interconnectedness, examining how organizations can transitio...
Service Management Leadership - Part 4 of Series on IT Experience
21 Jul 2025
Contributed by Lukas
In this episode, Jeffrey discusses Part 4 on IT Experience from the Happy Signals 2025 Benchmark Report. This episode is on the topic of experience du...
“You Don’t Have to Build It to Lead It: The Power of Support Roles in Tech” – Rina Brahmbhatt and Hind Diouani
18 Jul 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 - ITIL4 4 Dimensions
17 Jul 2025
Contributed by Lukas
In this episode, Jeffrey discusses the ITIL4 4 Dimensions of Service ManagementEach week, Jeffrey will be sharing his knowledge on Service Delivery (M...
Service Management Leadership - Part 3 of Series on IT Experience
14 Jul 2025
Contributed by Lukas
In this episode, Jeffrey discusses Part 3 on IT Experience from the Happy Signals 2025 Benchmark Report. This episode is on the topic of experience du...
Musician, Teacher and ITSM Professional - Final thoughts with Rina Brahmbhatt and Karen Brusch
11 Jul 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 - Is it Innovation or Improvement?
10 Jul 2025
Contributed by Lukas
A brief discussion about the tension between innovation and improvementEach week, Jeffrey will either be sharing his knowledge or interviewing guests ...
Ep 60: "On Collaboration and Communication" - Jon Hansen
10 Jul 2025
Contributed by Lukas
In Episode 60, I sit down with Jon, a procurement expert with over 40 years of experience, to explore why organizations struggle with collaboration an...
Service Management Leadership - Part 2 of Series on IT Experience
07 Jul 2025
Contributed by Lukas
In this episode, Jeffrey discusses Part 2 on IT Experience from the Happy Signals 2025 Benchmark Report. This episode is on IT Support. Each week, Jef...
Service Management Leadership - ITSM Assessments
03 Jul 2025
Contributed by Lukas
In this episode, Jeffrey discusses ITSM AssessmentsEach week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Manageme...
Service Management Leadership - Part 1 of Series on IT Experience
30 Jun 2025
Contributed by Lukas
In this episode, Jeffrey discusses Part 1 on IT Experience from the Happy Signals 2025 Benchmark Report. This episode is the preview to the series wit...
Service Management Leadership - You're Doing It Even If Not Called By the Same Name
26 Jun 2025
Contributed by Lukas
In this episode, Jeffrey discusses that you are doing service management even if you do not call it service managementEach week, Jeffrey will be shari...
Service Management Leadership - Part 2 - Building a Business Continuity Program
23 Jun 2025
Contributed by Lukas
In this episode, Jeffrey discusses Part 2 on how to build a business continuity programEach week, Jeffrey will be sharing his knowledge on Service Del...
Service Management Leadership - ITIL4 Practices
19 Jun 2025
Contributed by Lukas
In this episode, Jeffrey discusses ITIL4 PracticesEach week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Managemen...
Ep 59: “Getting Beyond Fear” – David Flesh, Part 3
19 Jun 2025
Contributed by Lukas
In the final segment of our conversation, David Flesh and I explore how to transform fear-driven reactions during economic storms into strategic oppor...
Service Management Leadership - Part 1 - Building a Business Continuity Program
16 Jun 2025
Contributed by Lukas
In this episode, Jeffrey discusses Part 1 on how to build a business continuity programEach week, Jeffrey will be sharing his knowledge on Service Del...
Service Management Leadership - User Experience
12 Jun 2025
Contributed by Lukas
In this episode, Jeffrey discusses a funny story regarding user experienceEach week, Jeffrey will be sharing his knowledge on Service Delivery (Monday...
Ep. 58: “Crafting Practical Responses” – David Flesh, Part 2
12 Jun 2025
Contributed by Lukas
In Episode 58, David Flesh and I continue our discussion on navigating economic uncertainty, focusing on practical strategies for IT leaders. We explo...
Service Management Leadership - Part 4 of Series on Digital Experience
09 Jun 2025
Contributed by Lukas
In this episode, Jeffrey discusses Part 4 of the NextThink Blog: Let’s Talk Numbers: 15 Indispensable Stats about DEX & End-User Computing. This...
Service Management Leadership - Improvement Projects
05 Jun 2025
Contributed by Lukas
In this episode, Jeffrey discusses a funny story regarding partially-completed projectsEach week, Jeffrey will be sharing his knowledge on Service Del...
Ep 57: “Navigating Economic Storms” – David Flesh, Part 1
04 Jun 2025
Contributed by Lukas
In this episoe, kengon sits down with David Flesh, founder of DCF Consults and veteran IT leader with over 30 years of experience. They explore strate...
Service Management Leadership - Part 3 of Series on Digital Experience
02 Jun 2025
Contributed by Lukas
In this episode, Jeffrey discusses Part 3 of the NextThink Blog: Let’s Talk Numbers: 15 Indispensable Stats about DEX & End-User Computing. This...
Service Notes - Rina Brahmbhatt and Karen Brush Episode 2
30 May 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 Best Practices, Part 4 , Leadership in Service Management
29 May 2025
Contributed by Lukas
In this episode, Jeffrey discusses Part 4 of the discussion on service management best practices. This focused on the leadership aspects of service ma...
Ep 56: The Rising Cost of Higher Education - A Vanishing American Promise
28 May 2025
Contributed by Lukas
In this episode, I explore the dramatic transformation of American higher education from an accessible pathway to opportunity in the 1970s to today...
Service Management Leadership - Part 2 of Series on Digital Experience
26 May 2025
Contributed by Lukas
In this episode, Jeffrey discusses Part 2 of the NextThink Blog: Let’s Talk Numbers: 15 Indispensable Stats about DEX & End-User Computing. This...
ServiceNotes - Rina Brahmbhatt and Karen Brusch
23 May 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 Best Practices, Part 3 , Service Request Management
22 May 2025
Contributed by Lukas
In this episode, Jeffrey discusses Part 3 of the discussion on service management best practices. This focused on Service Request Management.Each week...
Ep 55: “AI: Getting Philosophical” – James Finister, Part 4
22 May 2025
Contributed by Lukas
In this concluding segment, James and kengon explore the practical steps for effective AI governance integration. They discuss the importance of compr...
Service Management Leadership - Part 1 of Series on Digital Experience
19 May 2025
Contributed by Lukas
In this episode, Jeffrey discusses Part 1 of the NextThink Blog: Let’s Talk Numbers: 15 Indispensable Stats about DEX & End-User Computing. This...
Beyond the Call: A Mother’s Advocacy and the Heart of Home Care
16 May 2025
Contributed by Lukas
In this powerful one-off episode of ServiceNotes, host Rina Brahmbhatt sits down with a remarkable mother whose journey caring for her child with spec...
Service Management Leadership - Service Management Best Practices, Part 2 , Incident Management
15 May 2025
Contributed by Lukas
In this episode, Jeffrey discusses Part 2 of the discussion on service management best practices. This focused on Incident Management.Each week, Jeffr...
Ep 54: "AI: Risky Business?" James Finister, Part 3
14 May 2025
Contributed by Lukas
In this penultimate segment, James and I delve into risk management approaches for AI implementation, exploring the balance between reasonable precaut...
Service Management Leadership - Service Delivery Changes Coming In The Next Five Years
12 May 2025
Contributed by Lukas
In this episode, Jeffrey discusses how Service Delivery success will change over the next five years. Each week, Jeffrey will be sharing his knowledge...
Rina Brahmbhatt and Priyanka Sharma - Final Episode
09 May 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 Best Practices, Part 1 , Change Management
08 May 2025
Contributed by Lukas
In this episode, Jeffrey discusses Part 1 of the discussion on service management best practices. This focused on Change Management/Enablement.Each we...
Ep 53: "Emulated Empathy" - James Finister, Part 2
07 May 2025
Contributed by Lukas
In this continuation of our conversation, James and I explore the practical implications of AI ethics in organizational contexts. We discuss assessmen...
Service Management Leadership - Measuring Service Delivery Success
05 May 2025
Contributed by Lukas
In this episode, Jeffrey discusses how to measure Service Delivery success. Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mond...
Rina Brahmbhatt and Priyanka Sharma - Episode 4
02 May 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 - How to Calculate Service Costing According to Gen AI
01 May 2025
Contributed by Lukas
In this episode, Jeffrey discusses a method for service costing. Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Se...
Ep 52: "The Ethics of AI" - James Finister, Part 1
01 May 2025
Contributed by Lukas
In this episode kengon engages with AI ethics expert James Finister in a thought-provoking discussion about Anthropic's study, suggesting Claude h...
Service Management Leadership - Mapping Dependencies
28 Apr 2025
Contributed by Lukas
In this episode, Jeffrey discusses how to map dependencies for service delivery. Each week, Jeffrey will be sharing his knowledge on Service Delivery ...
Rina Brahmbhatt and Priyanka Sharma - Episode 3
25 Apr 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 Metrics According to Gen AI
24 Apr 2025
Contributed by Lukas
In this episode, Jeffrey discusses a perspective on service management metrics. Each week, Jeffrey will be sharing his knowledge on Service Delivery (...
Ep 51: "The Wrap Up" - Tracy Berry, Part 3
24 Apr 2025
Contributed by Lukas
In this episode, kengon finishes up his conversation with Tracy Berry on competitive intelligence. This one's a bit shorter than usual. You're...
Service Management Leadership - How Best To Operationalize Projects
21 Apr 2025
Contributed by Lukas
In this episode, Jeffrey discusses how to operationalize modernization and other projects. Each week, Jeffrey will be sharing his knowledge on Service...
Service Management Leadership - How to Perform Root-Cause Analysis According to Gen AI
17 Apr 2025
Contributed by Lukas
In this episode, Jeffrey discusses a method to Problem Management root-cause analysis (RCA). Each week, Jeffrey will be sharing his knowledge on Servi...
Service Management Leadership - Prioritizing Service Delivery Projects
14 Apr 2025
Contributed by Lukas
In this episode, Jeffrey discusses how to prioritize Service Delivery projects. Each week, Jeffrey will be sharing his knowledge on Service Delivery (...
Rina Brahmbhatt and Priyanka Sharma - Episode 1
11 Apr 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...
Ep 50: “Getting Started with CI” – Tracy Berry, Part 2
10 Apr 2025
Contributed by Lukas
In this episode kengon continues his conversation with Tracy Berry on competitive intelligence
Service Management Leadership - Reasons Why Modernization Projects Fail
07 Apr 2025
Contributed by Lukas
In this episode, Jeffrey discusses why many most modernization efforts fail. Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mon...
Rina Brahmbhatt and David Cannon - Full Episode
04 Apr 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 - How to Transition to ITIL4 According to Gen AI
03 Apr 2025
Contributed by Lukas
In this episode, Jeffrey discusses a path to ITIL4. Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Managem...
Ep 49: "Competitive Intelligence" - Tracy Berry
02 Apr 2025
Contributed by Lukas
In this episode, kengon talks with his long-time friend and collaborator Tracy Berry on competitive intelligence and why it's more important today...
Service Management Leadership - Forgotten Aspect of Modernization Efforts
31 Mar 2025
Contributed by Lukas
In this episode, Jeffrey discusses the forgotten aspect in most modernization efforts.Each week, Jeffrey will be sharing his knowledge on Service Deli...
David Cannon and Rina Brambhatt - ServiceNotes Episode 6
28 Mar 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 - Knowledge Management
27 Mar 2025
Contributed by Lukas
In this episode, Jeffrey discusses the three important reasons to invest in a knowledge management program.Each week, Jeffrey will be sharing his know...
Ep 48: Framework Lifecycle Assessment Model
26 Mar 2025
Contributed by Lukas
Organizations have been using frameworks like ITIL, DevOps, Agile and other similar offers for decades. We've not had a means of determining wheth...
Service Management Leadership - Goldman Sachs AI Use Case
24 Mar 2025
Contributed by Lukas
In this episode, Jeffrey discusses an interesting AI use case from Goldman Sachs.Each week, Jeffrey will be sharing his knowledge on Service Delivery ...
Rina Brarhmbhatt and David Cannon - Episode 5
21 Mar 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 Difficulty of a Quality CMDB
20 Mar 2025
Contributed by Lukas
In this episode, Jeffrey discusses the unspoken ways to improve your CMDB.Each week, Jeffrey will be sharing his knowledge on Service Delivery (Monday...
Ep 47: "AI Literacy" — Bruce Daley, Part 2
20 Mar 2025
Contributed by Lukas
In this episode kengon finishes up his conversation with Bruce Daley, talking about LLMs, output veracity, and the growing need for AI literacy in the...
Service Management Leadership - Modernization Initiatives Success Criteria
17 Mar 2025
Contributed by Lukas
In this episode, Jeffrey discusses the success criteria of modernization efforts.Each week, Jeffrey will be sharing his knowledge on Service Delivery ...
David Cannon and Rina Brahmbhatt - Episode 4
14 Mar 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 - Jeffrey's Lessons Learned
13 Mar 2025
Contributed by Lukas
In this episode, Jeffrey discusses the three things he learned while working at a very large firm. You will love this episode!Each week, Jeffrey will ...
Ep 46: “AI: If You Build It, Will They Come?” – Bruce Daley
13 Mar 2025
Contributed by Lukas
In this episode kengon talks with Bruce Daley about life as an analyst, what it's like to be the founder of an AI startup, and why he's enthus...
Service Management Leadership - BC-DR Alignment
10 Mar 2025
Contributed by Lukas
In this episode, Jeffrey discusses the need to align Business Continuity with Disaster Recovery and with Service Delivery.Each week, Jeffrey will be s...
David Cannon and Rina Brahmbhatt - Episode 3
07 Mar 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 Success
06 Mar 2025
Contributed by Lukas
In this episode, Jeffrey discusses how success will look differently in every organization.Each week, Jeffrey will be sharing his knowledge on Service...
Ep 45: "AR Meets AI" -- Leonard Goffe [UPDATED]
06 Mar 2025
Contributed by Lukas
In this episode, kengon talks with Leonard Goffe about all things Analyst Relations and also where it intersects with AI, including some guidance for ...
Service Management Leadership - Jevons Paradox
03 Mar 2025
Contributed by Lukas
In this episode, Jeffrey discusses the Jevons Paradox or Jevons Effect.Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) ...
Rina Brahmbhatt and David Cannon - Episode 2
28 Feb 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 AI in IT, Part 4
27 Feb 2025
Contributed by Lukas
In this episode, Jeffrey discusses the State of AI in IT from Atomicwork. This is Part 4 of 4. Each week, Jeffrey will be sharing his knowledge on Se...
Ep 44: Kairos Learning: Driving Proactive Skill Development
27 Feb 2025
Contributed by Lukas
In this Episode, kengon lays out the rationale for and a brief description of a new model for learning, training, and development called Kairos Learni...
Service Management Leadership - Operational Resilience, Part 4
24 Feb 2025
Contributed by Lukas
In this episode, Jeffrey discusses the State of Resilience Report from Cockroach Labs. This is Part 4 of 4. Each week, Jeffrey will be sharing his kn...
David Cannon and Rina - Service Notes Episode 1
21 Feb 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 AI in IT, Part 3
20 Feb 2025
Contributed by Lukas
In this episode, Jeffrey discusses the State of AI in IT from Atomicwork. This is Part 3 of 4. Each week, Jeffrey will be sharing his knowledge on Se...
Ep 43: “Legal Stuff and Deepfakes, Oh my!” – Matt Stamper, Part 3
20 Feb 2025
Contributed by Lukas
In this episode kengon finishes up his conversation with Matt Stamper. It's a bit longer than normal, so be prepared! Terms of Service, privacy po...
Service Management Leadership - Operational Resilience, Part 3
17 Feb 2025
Contributed by Lukas
In this episode, Jeffrey discusses the State of Resilience Report from Cockroach Labs. This is Part 3 of 4. Each week, Jeffrey will be sharing his kn...
Service Management Leadership - State of AI in IT, Part 2
13 Feb 2025
Contributed by Lukas
In this episode, Jeffrey discusses the State of AI in IT from Atomicwork. This is Part 2 of 4. Each week, Jeffrey will be sharing his knowledge on Se...
Ep 42: "Digital Exhaust" - Matt Stamper, Part 2
13 Feb 2025
Contributed by Lukas
In this episode, kengon continues the conversation with Matt Stamper talking about the role of policy in the modern organization, the impact of social...
Service Management Leadership - Operational Resilience, Part 2
10 Feb 2025
Contributed by Lukas
In this episode, Jeffrey discusses the State of Resilience Report from Cockroach Labs. This is Part 2 of 4. Each week, Jeffrey will be sharing his kn...
Bonus Full Episode - Ken & Rina
09 Feb 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 AI in IT, Part 1
06 Feb 2025
Contributed by Lukas
In this episode, Jeffrey discusses the State of AI in IT from Atomicwork. This is Part 1 of 4. Each week, Jeffrey will be sharing his knowledge on Se...