Service Management Leadership Podcast
Episodes
Ep 40: “On XLAs” – Alan Nance, Part 2
09 Jan 2025
Contributed by Lukas
In this episode, kengon finished up his conversation with Alan Nance on XLAs
Service Management Leadership - The Cost of Rework
06 Jan 2025
Contributed by Lukas
In this episode, Jeffrey discusses the cost of rework and why avoiding rework is important Each week, Jeffrey will be sharing his knowledge on Servic...
Service Management Leadership - ITIL's Information Security Management Practice
02 Jan 2025
Contributed by Lukas
In this episode, Jeffrey discusses ITIL's Information Security Management Practice Each week, Jeffrey will be sharing his knowledge on Service Delive...
Service Management Leadership - Empathy
30 Dec 2024
Contributed by Lukas
In this episode, Jeffrey discusses empathy Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thu...
Service Management Leadership - Configure The Tool For The Organization's Needs
26 Dec 2024
Contributed by Lukas
In this episode, Jeffrey discusses why the toolsets must be adapted to the organization Each week, Jeffrey will be sharing his knowledge on Service D...
ServiceNotes Wrap 2024 with Jeffrey, Sherrina and Kengon
22 Dec 2024
Contributed by Lukas
Welcome to Service Notes, the ultimate podcast for diving deep into the dynamic world of IT Service Management, hosted by Rina Brahmbhatt! Whether you...
Service Management Leadership - Warning Against Taking A Tool-Centric View
19 Dec 2024
Contributed by Lukas
In this episode, Jeffrey discusses a warning for those with a tool-centric view of service management and asset management Each week, Jeffrey will be...
Ep 39 — "On XLAs…" — Alan Nance
19 Dec 2024
Contributed by Lukas
In this episode, kengon talks with Alan Nance about Experience Level Agreements (XLAs). This is one of those conversations I've wanted to have for qui...
Service Management Leadership - A Different Decision-Making Method
16 Dec 2024
Contributed by Lukas
In this episode, Jeffrey discusses a different method for decision making Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mond...
ServiceNotes: What is ITIL?
15 Dec 2024
Contributed by Lukas
Welcome to Service Notes, the ultimate podcast for diving deep into the dynamic world of IT Service Management, hosted by Rina Brahmbhatt! Whether you...
Service Management Leadership - The Golden Triangle Needs Vertical and Horizontal
12 Dec 2024
Contributed by Lukas
In this episode, Jeffrey discusses why the golden triangle of service management needs vertical and horizontal support Each week, Jeffrey will be sha...
Service Management Leadership - OCM Take Less Time
09 Dec 2024
Contributed by Lukas
In this episode, Jeffrey discusses why we need to be proactive with OCM Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays...
ServiceNotes. - Full Episode with Jeffrey Tefertiller - Career Advise, AI and Ice Tea!
08 Dec 2024
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 - Does Having The Best Camera Ensure Great Photos?
05 Dec 2024
Contributed by Lukas
In this episode, Jeffrey discusses why having the best tools is not always the answer Each week, Jeffrey will be sharing his knowledge on Service Del...
Service Management Leadership - A Story From Home Building
02 Dec 2024
Contributed by Lukas
In this episode, Jeffrey discusses a story from home building and how it relates to service delivery Each week, Jeffrey will be sharing his knowledge...
ServiceNotes - Get to konw Jeffrey and his favourite things beside Service Management
01 Dec 2024
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...
Ep 38: "To RTO or not RTO..."
27 Nov 2024
Contributed by Lukas
In this episode kengon takes on the challenge of examining RTO mandates. What the first and second order impacts are and what we should do about it.
Service Management Leadership - Using Recipes
25 Nov 2024
Contributed by Lukas
In this episode, Jeffrey discusses the reasons we use recipes and why they are important Each week, Jeffrey will be sharing his knowledge on Service ...
Season 3 - Episode 4 with Jeffrey Tefertiller Service Management and AI
24 Nov 2024
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 - You Can Outsource The Work, Not The Accountability
21 Nov 2024
Contributed by Lukas
In this episode, Jeffrey discusses why you can outsource the work, not the accountability Each week, Jeffrey will be sharing his knowledge on Service...
Ep 37: "Being Of Service" - John McArthur, Part 2
20 Nov 2024
Contributed by Lukas
In this episode, kengon finishes up his conversation with John McArthur on his "Big Pivot" from working in tech to driving innovation in music.
Service Management Leadership - Like Mowed Grass
18 Nov 2024
Contributed by Lukas
In this episode, Jeffrey discusses how we should be thinking in outcomes Each week, Jeffrey will be sharing his knowledge on Service Delivery (Monday...
ServiceNotes Episode 3 with Jeffrey Tefertiller how to start career in Service Management
17 Nov 2024
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 - Putting A Bandage Over A Gaping Hole
14 Nov 2024
Contributed by Lukas
In this episode, Jeffrey discusses the need to address the underlying issues in service management and service delivery Each week, Jeffrey will be sh...
Ep 36: “And now for something completely different…” – John McArthur
13 Nov 2024
Contributed by Lukas
In this episode, kengon talks with John McArthur about making a significant career transition out of high-tech and into professional music. Listen to ...
Service Management Leadership - Solving The Wrong Problem
11 Nov 2024
Contributed by Lukas
In this episode, Jeffrey discusses the implications of solving the wrong problem or solving for the symptoms, not the underlying problem Each week, J...
ServiceNotes Season 3 - Episode 2 with Jeffrey Tefertiller
10 Nov 2024
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 - Wisdom From Socrates
07 Nov 2024
Contributed by Lukas
This episode is about pursuing wisdom Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursday...
Ep 35 - "Form Frames Function" - Greg Sanker, Part 2
06 Nov 2024
Contributed by Lukas
In this episode, kengon wraps up his conversation with Greg Sanker. They talk about GRC (governance, risk, and compliance), complexity, form, music, a...
Service Management Leadership - Enterprise Service Delivery
04 Nov 2024
Contributed by Lukas
In this episode, Jeffrey discusses enterprise service delivery and its implications Each week, Jeffrey will be sharing his knowledge on Service Deliv...
Season 3 - Episode 1 ServiceNotes Interview with Jeffrey Teffertiller
03 Nov 2024
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 - Hard Times
31 Oct 2024
Contributed by Lukas
This episode is about the times we live in Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thu...
Ep 34: "AI: Govern This!" -- Greg Sanker
31 Oct 2024
Contributed by Lukas
In this episode, kengon talks with Greg Sanker about governance, risk, and compliance, and how these relate to AI.
Service Management Leadership - AI Business Cases
28 Oct 2024
Contributed by Lukas
In this episode, Jeffrey discusses a recent article on AI and its implications Each week, Jeffrey will be sharing his knowledge on Service Delivery (...
Full Guest Interview with Sherrina Job - Season 2 Episode 6
27 Oct 2024
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 - AI Capabilities
24 Oct 2024
Contributed by Lukas
This episode is about having a different perspective of AI Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service...
Ep 33: “Up, Down, and All Around” – Doland White, Part 2
24 Oct 2024
Contributed by Lukas
In this episode, kengon finishes up his conversation with Doland White on leadership. Well, at least, it's finished *for now*! There's a lot packed in...
Service Management Leadership - Hiring Better
21 Oct 2024
Contributed by Lukas
In this episode, Jeffrey discusses a recent Gallup poll and its implications Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mo...
ServiceNotes Season 2 Guest Interview with Sherrina Job - Episode 5
20 Oct 2024
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 - Needing Context
17 Oct 2024
Contributed by Lukas
This episode is about having a framework Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thurs...
Ep 32: “Leading In Turbulent Times” - Doland White
17 Oct 2024
Contributed by Lukas
In this episode kengon talks with his long-time friend and collaborator Doland White about leadership and why it's needed now more than ever.
Service Management Leadership - Having True Enterprise Service Delivery
14 Oct 2024
Contributed by Lukas
In this episode, Jeffrey discusses what true enterprise service delivery really is and offers you something to consider Each week, Jeffrey will be sh...
ServiceNotes with Sherrina Job - Season 2 Episode 4
13 Oct 2024
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 - AI Advice
10 Oct 2024
Contributed by Lukas
This episode is about AI Advice Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). J...
Ep 31: “How To Fail At Leadership While Actually Trying”
10 Oct 2024
Contributed by Lukas
In this episode, Kengon starts a conversation about a new, non-traditional approach to leadership and leadership development. Before diving into the d...
Service Management Leadership - Discussing AI
07 Oct 2024
Contributed by Lukas
In this episode, Jeffrey discusses a recent article on AI and its implications Each week, Jeffrey will be sharing his knowledge on Service Delivery (...
Service Notes Season 2 - Episode 3 with Sherrina Job
06 Oct 2024
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 - Assessing Risk
03 Oct 2024
Contributed by Lukas
This episode is about understanding risk Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thurs...
Service Management Leadership - Discussing the Flexera State of ITAM, Part 2
30 Sep 2024
Contributed by Lukas
This episode is part two of two with Jeffrey discussing key aspects of the 2024 Flexera State of ITAM report Each week, Jeffrey will be sharing his k...
Service Notes - Season 2 Episode 1 with Sherrina Job
29 Sep 2024
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 - The Golden Triangle of Service Management
26 Sep 2024
Contributed by Lukas
This episode is about improving service management Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Managem...
Ep 30: “Career Management in Uncertain Times” - Shane Carlson, Part 2
26 Sep 2024
Contributed by Lukas
In this episode, kengon wraps up his conversation on career management with Shane Carlson. This is a little bit longer than normal, so prepare yoursel...
Service Management Leadership - Discussing the Flexera State of ITAM, Part 1
23 Sep 2024
Contributed by Lukas
This episode is part one of two with Jeffrey discussing key aspects of the 2024 Flexera State of ITAM report Each week, Jeffrey will be sharing his k...
Service Notes - Season 2 Episode 1 with Sherrina Job
22 Sep 2024
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 - Growth
19 Sep 2024
Contributed by Lukas
This episode is about growth and pursuing it for happiness Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service...
Ep 29: "Career Management in Uncertain Times” - Shane Carlson
19 Sep 2024
Contributed by Lukas
In this episode, kengon talks with his long-time friend and colleague Shane Carlson about "career management" and whether that is "stil...
Service Management Leadership - With Bryan Finster, Part 3
16 Sep 2024
Contributed by Lukas
This episode is part three of a three-part interview with CD expert, Bryan Finster, discussing the CrowdStrike outage Each week, Jeffrey will be shar...
Season Finale: Personal Insights with Rhonda Downing
15 Sep 2024
Contributed by Lukas
In this special season finale of Service Notes, we bring back Rhonda Downing for a more personal conversation. Throughout this season, Rhonda has shar...
Service Management Leadership - Service Delivery
12 Sep 2024
Contributed by Lukas
This episode is about service delivery Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursday...
Ep 28: “AI Risk?? What Risk?!”
12 Sep 2024
Contributed by Lukas
In this episode, sit with kengon for a bit and let's spend a little time thinking about resources for AI Risk Management!
Service Management Leadership - With Bryan Finster, Part 2
09 Sep 2024
Contributed by Lukas
This episode is part two of a three-part interview with CD expert, Bryan Finster, discussing the CrowdStrike outage Each week, Jeffrey will be sharin...
Service Notes Episode - Rhonda Downing's Part 5 Did we miss the mark?
08 Sep 2024
Contributed by Lukas
In this Episode I and Rhonda briefly discuss the importance of Organizational Change Management, and whether Rhonda has any favorite OCM tool? Listen...
Service Management Leadership - Digital Transformation
05 Sep 2024
Contributed by Lukas
This episode is about digital transformation Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Th...
Service Management Leadership - With Bryan Finster, Part 1
02 Sep 2024
Contributed by Lukas
This episode is part one of a three-part interview with CD expert, Bryan Finster, discussing the CrowdStrike outage Each week, Jeffrey will be sharin...
Service Notes Episode Final - Rhonda Downing's Part 4 Words of Wisdom for newcomers
01 Sep 2024
Contributed by Lukas
In this episode, Rhonda offers some truly valuable advice for newcomers entering the world of service management. Her key message? Roll up your sleeve...
Service Management Leadership - With Guest Patrick Benoit, Part 3
29 Aug 2024
Contributed by Lukas
This episode is part three of a three-part interview with Patrick Benoit, a seasoned CISO and GRC leader. Each week, Jeffrey will be sharing his know...
Service Management Leadership - With Guest Dr. Jordan Thurston, Part 3
26 Aug 2024
Contributed by Lukas
This episode is part three of a three-part interview with process improvement expert and author, Dr. Jordan Thurston. He is the author of “Walk Amon...
Service Notes Episode 3 - Rhonda Downing's Part 3 Staying focused, challenges and lessons (including cats)
25 Aug 2024
Contributed by Lukas
In this episode of "Service Notes," we continue our conversation with Rhonda Downing, a seasoned professional in IT Service Management. Rhon...
Service Management Leadership - With Guest Patrick Benoit, Part 2
22 Aug 2024
Contributed by Lukas
This episode is part two of a three-part interview with Patrick Benoit, a seasoned CISO and GRC leader. Each week, Jeffrey will be sharing his knowle...
Ep 27: "Confessions Of A Serial Entrepreneur" - Tolga Tarhan
21 Aug 2024
Contributed by Lukas
In this episode, kengon talks with his long-time friend Togla Tarhan about what it's like to be a successful entrepreneur and what he's learne...
Service Management Leadership - With Guest Dr. Jordan Thurston, Part 2
19 Aug 2024
Contributed by Lukas
This episode is part two of a three-part interview with process improvement expert and author, Dr. Jordan Thurston. He is the author of “Walk Among ...
Service Notes - Rhonda Downing Part 2
18 Aug 2024
Contributed by Lukas
Rhonda Downing’s Career Journey – From the Unexpected to the Unstoppable In this episode of Service Notes, we’re picking up where we left off wi...
Service Management Leadership - With Guest Patrick Benoit, Part 1
15 Aug 2024
Contributed by Lukas
This episode is part one of a three-part interview with Patrick Benoit, a seasoned CISO and GRC leader. Each week, Jeffrey will be sharing his knowle...
Ep 26 - “Thingify At Your Own Risk” - Andrew Davis, Part 2
14 Aug 2024
Contributed by Lukas
In this episode, kengon wraps up his conversation with Andrew Davis on his book "Flow Engineering." It's slightly longer than usual, so ...
Service Management Leadership - With Guest Dr. Jordan Thurston, Part 1
12 Aug 2024
Contributed by Lukas
This episode is part one of a three-part interview with process improvement expert and author, Dr. Jordan Thurston. He is the author of “Walk Among ...
Service Notes - Rhonda Downing Part 1
11 Aug 2024
Contributed by Lukas
Do you want to know the difference between OCM and Technical Change, and the skills required to perform these roles? Listen now :)
Service Management Leadership - With Guest Barclay Rae, Part 2
08 Aug 2024
Contributed by Lukas
This episode is part two of a two-part interview with Barclay Rae, long-time ITIL author and the author of the ITIL4 Problem Management practice guide...
Ep 25: “Get Into The Flow” - Andrew Davis
07 Aug 2024
Contributed by Lukas
In this episode kengon talks with Andrew Davis about his new book "Flow Engineering." It's not often that we'd say "don't m...
Service Management Leadership - With Guest Tom Sweet, Part 2
05 Aug 2024
Contributed by Lukas
This episode is part two of a two-part interview with veteran CIO and CISO, Thomas Sweet, talking about the topic of mergers and acquisitions. Each w...
ServiceNotes - Coming Soon!
04 Aug 2024
Contributed by Lukas
Are you eager to learn about Service Management? Join me, Rina Brahmbhatt on this exciting journey. Thank you for listening!
Service Management Leadership - With Guest Barclay Rae, Part 1
01 Aug 2024
Contributed by Lukas
This episode is part one of a two-part interview with Barclay Rae, long-time ITIL author and the author of the ITIL4 Problem Management practice guide...
Ep 24 - “Prepare To Launch” - Engaging Potential Sponsors
31 Jul 2024
Contributed by Lukas
In this episode, kengon finishes up his conversation with Elton Dadow of GingrTech on simulations. This is going to cover how to deal with simulation ...
Service Management Leadership - With Guest Tom Sweet, Part 1
29 Jul 2024
Contributed by Lukas
This episode is part one of a two-part interview with veteran CIO and CISO, Thomas Sweet, talking about the topic of mergers and acquisitions. Each w...
Service Management Leadership - Bots, Bots, Bots
25 Jul 2024
Contributed by Lukas
In this episode, Jeffrey discusses bots Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursd...
Ep 23: “In It to Win It!” — Setting Things Up for Success
25 Jul 2024
Contributed by Lukas
In this episode, we continue our journey into the world of experiential learning and business simulations with Elton Dadow of GingrTech and talk about...
Service Management Leadership - Service Delivery - "Turning Fragility Into Agility"
22 Jul 2024
Contributed by Lukas
In this episode, Jeffrey discusses the service delivery issues that caused him to write "Turning Fragility Into Agility", published June 26....
Service Management Leadership - Buying Guides
18 Jul 2024
Contributed by Lukas
In this episode, Jeffrey discusses "who do you believe when making purchases?". Each week, Jeffrey will be sharing his knowledge on Service...
Ep 22 - “Back to Reality” - Another Take on Simulations
17 Jul 2024
Contributed by Lukas
In this episode, we are continuing our journey into the world of experiential learning and business simulations by conversing with Elton Dadow of Ging...
Service Management Leadership - Service Delivery - "Turning Fragility Into Agility"
15 Jul 2024
Contributed by Lukas
In this episode, Jeffrey discusses the service delivery issues that caused him to write "Turning Fragility Into Agility", published June 26....
Service Management Leadership - Rethinking Transformation Skillsets
11 Jul 2024
Contributed by Lukas
In this episode, Jeffrey discusses transformations. Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Management Man...
Service Management Leadership - Service Delivery - "Turning Fragility Into Agility"
08 Jul 2024
Contributed by Lukas
In this episode, Jeffrey discusses the service delivery issues that caused him to write "Turning Fragility Into Agility", coming out June 26...
Service Management Leadership - Guest Host Luigi Ferri Talking About Project Concept
05 Jul 2024
Contributed by Lukas
Luigi Ferri takes the mic to talk about Project Concept in this Service Management Leadership Podcast episode. Here is Luigi's LinkedIn profile:...
Service Management Leadership - Celebration!
04 Jul 2024
Contributed by Lukas
In this episode, Jeffrey discusses celebrating wins. Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Manag...
Service Management Leadership - Service Delivery - "Turning Fragility Into Agility"
01 Jul 2024
Contributed by Lukas
In this episode, Jeffrey discusses the service delivery issues that caused him to write "Turning Fragility Into Agility", published June 26....
Service Management Leadership - Guest Host Luigi Ferri Talking About Issue Register
28 Jun 2024
Contributed by Lukas
Luigi Ferri takes the mic to talk about Issue Register in this Service Management Leadership Podcast episode. Here is Luigi's LinkedIn profile: ...
Service Management Leadership - Service Delivery
27 Jun 2024
Contributed by Lukas
In this episode, Jeffrey discusses service delivery. Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Manag...
Ep 21 - "What Do You Think?" - Curating A Point Of View
26 Jun 2024
Contributed by Lukas
In this episode, kengon builds upon the work done in Ep 07 to talk about how to craft and curate a point of view. Roll up your sleeves and get ready t...
Service Management Leadership - Service Delivery Issues
24 Jun 2024
Contributed by Lukas
In this episode, Jeffrey discusses the service delivery issues that caused him to write "Turning Fragility to Agility", coming out June 26....
Service Management Leadership - Guest Host Luigi Ferri Talking About Management by Objectives
21 Jun 2024
Contributed by Lukas
Luigi Ferri takes the mic to talk about Management by Objectives in this Service Management Leadership Podcast episode. Here is Luigi's LinkedIn...
Service Management Leadership - Think Like a Coin Counter
20 Jun 2024
Contributed by Lukas
In this episode, Jeffrey discusses Change Management Each week, Jeffrey will be sharing his knowledge on Service Management (Mondays) and Asset Manag...