Service Management Leadership Podcast

Ep 20: “Make It Real” – Crafting Meaningful Stories

19 Jun 2024

Contributed by Lukas

In this episode, kengon finishes his discussion with Stu McDonald of Sunburst Simulations. He also takes on some topical items regarding where things ...

Service Management Leadership - Understanding Risk

17 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...

Global ITAM Summit - Starring Alexander Golev Discussing Microsoft Software Licensing

13 Jun 2024

Contributed by Lukas

Alexander and SAMExpert are Microsoft licensing experts, helping organizations with all types of Microsoft licensing needs and situations.

Ep 19: “Stu, Tell Me A Story?” – How Simulations Are Built

12 Jun 2024

Contributed by Lukas

In this episode, kengon continues his discussion with Stu McDonald of Sunburst Simulations on how simulations are built and what we can/should expect ...

Service Management Leadership - Someone Has To Tunnel

10 Jun 2024

Contributed by Lukas

In this episode, Jeffrey discusses the value of OCM Each week, Jeffrey will be sharing his knowledge on Service Management (Mondays) and Asset Manage...

Service Management Leadership - Guest Host Luigi Ferri Talking About Management by Exception

07 Jun 2024

Contributed by Lukas

Luigi Ferri takes the mic to talk about Management by Exception in this Service Management Leadership Podcast episode. Here is Luigi's LinkedIn ...

Global ITAM Summit - Starring Piaras MacDonnell Discussing IBM Software Licensing

06 Jun 2024

Contributed by Lukas

Piaras is the founder of License Hawk, a consulting organization focused on optimizing IBM software licensing

Ep 18 – “Play It Again, Stu!” – Developing Competencies Through Simulations

05 Jun 2024

Contributed by Lukas

In this episode, kengon starts a series of conversations intended to cover experiential learning and simulations. We’re starting the series off with...

Service Management Leadership - Taking Your Time

03 Jun 2024

Contributed by Lukas

In this episode, Jeffrey discusses how some things just take time Each week, Jeffrey will be sharing his knowledge on Service Management (Mondays) an...

Service Management Leadership - Guest Host Luigi Ferri Talking About Scrum and Agile

31 May 2024

Contributed by Lukas

Luigi Ferri takes the mic to talk about Scrum and Agile in this Service Management Leadership Podcast episode. Here is Luigi's LinkedIn profile: ...

Global ITAM Summit - Starring Jeffrey Tefertiller Discussing the Need For Strong ITAM Program Leadership

30 May 2024

Contributed by Lukas

Jeffrey is the founder of Service Management Leadership, a consultancy focused on Service Management, Asset Management, and Digital Transformation

Ep 17 - "Data, Data, Everyhwere!" - Dr. Mauricio Corona, Part 3

29 May 2024

Contributed by Lukas

In this episode, kengon finishes his conversation with Mauricio, talking about the massive amounts of data available today and how people can get star...

Service Management Leadership - Is It Ever Acceptable To Put a Ticket Into Pending to Make the SLA

27 May 2024

Contributed by Lukas

In this episode, Jeffrey discusses SLAs and putting tickets into "pending" state Each week, Jeffrey will be sharing his knowledge on Servic...

Global ITAM Summit - Starring Rory Canavan Discussing Machine Learning and Software Asset Management

23 May 2024

Contributed by Lukas

Rory and SAM Charter help organizations understand and optimize their software asset processes. He has been a leader in the industry for a long time. ...

Ep 16: “Elementary, Dear Data!” – Dr. Mauricio Corona, Part 2

22 May 2024

Contributed by Lukas

In this episode, kengon continues his discussion with Mauricio, diving deep into the challenge of managing data and establishing a firm foundation for...

Service Management Leadership - With Guest Stephen Taylor - Part 3

20 May 2024

Contributed by Lukas

In this episode, Stephen and Jeffrey discuss "Enterprise Service Management" and what it may look like in the future. Each week, Jeffrey wi...

Global ITAM Summit - Starring Pamela Fulmer Discussing the Legal Aspects of Software Asset Management

16 May 2024

Contributed by Lukas

Pamela Fulmer is an Attorney specializing in the legal aspects of Software Asset Management. She has tremendous expertise in the area, protecting orga...

Ep. 15 - "Let The Robot Do It" - Dr. Mauricio Corona, Part 1

15 May 2024

Contributed by Lukas

In this episode, kengon starts a multipart conversation with Dr. Mauricio Corona on robotics and AI. There isn't always a straight line between an...

Service Management Leadership - With Guest Stephen Taylor - Part 2

13 May 2024

Contributed by Lukas

In this episode, Stephen discusses artificial intelligence and machine learning and their relative impact to banking and other industries. Each week,...

Global ITAM Summit - Starring Craig Guarente Discussing Oracle Software Optimization

09 May 2024

Contributed by Lukas

Craig is the founder of Palisade Compliance, an organization established to help companies optimize their Oracle software licensing.

Ep 14 - Mental Health in IT

08 May 2024

Contributed by Lukas

In this episode, kengon starts a conversation with Daniel Breston on the importance of addressing mental health concerns for those working in/around I...

Service Management Leadership - With Guest Stephen Taylor - Part 1

06 May 2024

Contributed by Lukas

In this episode, Stephen shares how he helped build a unique banking platform. He also discusses complexity and risk and the regulatory aspects of ban...

Global ITAM Summit - All Six Sessions

02 May 2024

Contributed by Lukas

Thank you for listening to the Global ITAM Summit. Each of these presentations will re-air in the coming weeks. Make sure that you show your support ...

Ep 13 - Cultural Factors and Collaboration

01 May 2024

Contributed by Lukas

In this episode, kengon talks about some recent events and readings which address the impact of cultural factors on how team members collaborate. It h...

Service Management Leadership - Striking The Balance

29 Apr 2024

Contributed by Lukas

A brief discussion about metrics and measures Each week, Jeffrey will be sharing his knowledge on Service Management (Mondays) and Asset Management (...

Service Management Leadership - Guest Host Luigi Ferri Talking Advanced Persistent Threats

26 Apr 2024

Contributed by Lukas

Luigi Ferri takes the mic to talk about Advanced Persistent Threats in this Service Management Leadership Podcast episode. Here is Luigi's Linke...

Service Management Leadership - Brooks Law

25 Apr 2024

Contributed by Lukas

A brief discussion about Brooks Law and its impact on IT Asset Management https://www.linkedin.com/events/globalitamsummit7178801112748105730/comment...

Ep. 12 - SFIA, Part 2

24 Apr 2024

Contributed by Lukas

In this episode, kengon continues the conversation with John Kleist on how SFIA can provide value to organizations, hiring managers, and individual pr...

Service Management Leadership - The Impact of AI, Part 3

22 Apr 2024

Contributed by Lukas

A brief discussion about artificial intelligence governance Each week, Jeffrey will be sharing his knowledge on Service Management (Mondays) and Asse...

Service Management Leadership - Guest Host Luigi Ferri Talking About Anomaly Detection versus Behavior Detection

19 Apr 2024

Contributed by Lukas

Luigi Ferri takes the mic to talk about Anomaly Detection versus Behavior Detection in this Service Management Leadership Podcast episode. Here is L...

Service Management Leadership - Hardware Asset Management

18 Apr 2024

Contributed by Lukas

A brief discussion about HAM https://www.linkedin.com/events/globalitamsummit7178801112748105730/comments/ Each week, Jeffrey will be sharing his kn...

Episode 11 - SFIA, Part 1

17 Apr 2024

Contributed by Lukas

In this Episode, kengon starts a discussion with John Kleist around the value of SFIA (Skills Framework for the Information Age) to organizations, man...

Service Management Leadership - The Impact of AI, Part 2

15 Apr 2024

Contributed by Lukas

A brief discussion about artificial intelligence Each week, Jeffrey will be sharing his knowledge on Service Management (Mondays) and Asset Managemen...

Service Management Leadership - Guest Host Luigi Ferri Talking About Active Attack

12 Apr 2024

Contributed by Lukas

Luigi Ferri takes the mic to talk about Active Attack in this Service Management Leadership Podcast episode. Here is Luigi's LinkedIn profile: h...

Service Management Leadership - Technology Capabilities

11 Apr 2024

Contributed by Lukas

A brief discussion about the compounding nature of technology https://www.linkedin.com/events/globalitamsummit7178801112748105730/comments/ Each wee...

Episode 10 - Design Thinking

10 Apr 2024

Contributed by Lukas

In this episode, kengon invites Mart Rovers back for a conversation around his work with Design Thinking in the context of organizations

Value Streams - change the way you manage major incidents

09 Apr 2024

Contributed by Lukas

Malek Haddad and David Cannon talk about how using the concept of Value Streams in ITIL 4 could make a significant difference in the effective managem...

Service Management Leadership - The Impact of AI

08 Apr 2024

Contributed by Lukas

A brief discussion about artificial intelligence Each week, Jeffrey will be sharing his knowledge on Service Management (Mondays) and Asset Managemen...

Service Management Leadership - Guest Host Luigi Ferri Talking About Access Control Policy

05 Apr 2024

Contributed by Lukas

Luigi Ferri takes the mic to talk about Access Control Policy in this Service Management Leadership Podcast episode. Here is Luigi's LinkedIn pr...

Service Management Leadership - Conformance

04 Apr 2024

Contributed by Lukas

A brief discussion about the conformance of shoes https://www.linkedin.com/events/globalitamsummit7178801112748105730/comments/ Each week, Jeffrey wi...

Episode 09 - "You Are What You Eat..."

03 Apr 2024

Contributed by Lukas

In this Episode, kengon walks through some basic aspects of training and development: Common reasons why to NOT engage in training and development ...

ITIL 4: Value Streams and Change Enablement

02 Apr 2024

Contributed by Lukas

David Cannon and Malek Haddad discuss how understanding value streams helps to manage IT changes more effectively

Service Management Leadership - Too Many Outages

01 Apr 2024

Contributed by Lukas

A brief discussion about the recent outages Each week, Jeffrey will be sharing his knowledge on Service Management (Mondays) and Asset Management (Th...

Service Management Leadership - Guest Host Luigi Ferri Talking About Exploitation

29 Mar 2024

Contributed by Lukas

Luigi Ferri takes the mic to talk about Exploitation in this Service Management Leadership Podcast episode. Here is Luigi's LinkedIn profile: ht...

Service Management Leadership - TCO

28 Mar 2024

Contributed by Lukas

A brief discussion about total cost of ownership Use this link to sign up for the Global ITAM Summit: https://www.linkedin.com/events/globalitamsummi...

Ep 08 - Standards, Frameworks, and Conformance – Oh my!

27 Mar 2024

Contributed by Lukas

In this episode, kengon talks with Mart Rovers of Interprom about the role and relevancy of standards in today's organizations

Service Management Leadership - The Value Of Expertise

25 Mar 2024

Contributed by Lukas

A brief discussion about expertise Each week, Jeffrey will be sharing his knowledge on Service Management (Mondays) and Asset Management (Thursdays)....

Service Management Leadership - Guest Host Luigi Ferri Talking About Horizon Scanning

22 Mar 2024

Contributed by Lukas

Luigi Ferri takes the mic to talk about Horizon Scanning in this Service Management Leadership Podcast episode. Here is Luigi's LinkedIn profile...

Service Management Leadership - The Changing Locale Of Workloads

21 Mar 2024

Contributed by Lukas

A brief discussion about transparent metrics Use this link to sign up for the Global ITAM Summit: https://forms.gle/ZGPCK8PbtxbvPupq6 Each week, Jef...

Ep 07 - Thinking Like An Analyst

20 Mar 2024

Contributed by Lukas

In this episode, kengon will take a slight departure to examine what it means to be an analyst, what it takes to be successful at being one, and offer...

Service Management Leadership - Your CMDB Needs A Well-Rounded Approach

18 Mar 2024

Contributed by Lukas

A brief discussion about the CMDB Each week, Jeffrey will be sharing his knowledge on Service Management (Mondays) and Asset Management (Thursdays). ...

Service Management Leadership - Guest Host Luigi Ferri Talking About Risk Retention

15 Mar 2024

Contributed by Lukas

Luigi Ferri takes the mic to talk about Risk Retention in this Service Management Leadership Podcast episode. Here is Luigi's LinkedIn profile: ...

Service Management Leadership - Transparency

14 Mar 2024

Contributed by Lukas

A brief discussion about transparent metrics Use this link to sign up for the Global ITAM Summit: https://forms.gle/ZGPCK8PbtxbvPupq6 Each week, Je...

Improve service mapping with Value Streams

13 Mar 2024

Contributed by Lukas

The ability to map IT services to business activity is a key part of service management - but many organizations struggle to do this. This episode con...

Ep 06 - To Train or Not To Train, Part 2

13 Mar 2024

Contributed by Lukas

kengon continues the conversation with Mark Edmead on the state of the training and development market and how people should be thinking about it

Service Management Leadership - Artificial Intelligence and ITSM

11 Mar 2024

Contributed by Lukas

A brief discussion about AI in ITSM Each week, Jeffrey will be sharing his knowledge on Service Management (Mondays) and Asset Management (Thursdays)...

Service Management Leadership - Guest Host Luigi Ferri Talking About Risk Tolerance Line

08 Mar 2024

Contributed by Lukas

Luigi Ferri takes the mic to talk about Risk Tolerance Line in this Service Management Leadership Podcast episode. Here is Luigi's LinkedIn prof...

Service Management Leadership - Importance of ITAM Processes

07 Mar 2024

Contributed by Lukas

A brief discussion about the importance of asset management processes and their relative importance Use this link to sign up for the Global ITAM Summ...

Ep. 005 - "To Train or Not To Train, Part 1"

06 Mar 2024

Contributed by Lukas

This week we start a two-part discussion on professional training and development with Mark Edmead of MTE Advisors

David and Malek talk Value Streams

04 Mar 2024

Contributed by Lukas

Value streams are an important part of ITIL 4. What are they, and why are they so important? David Cannon of PeopleCert and Malek Haddad of AHEAD disc...

Service Management Leadership - The AT&T Outage and ITSM

04 Mar 2024

Contributed by Lukas

A brief discussion about the AT&T outage Each week, Jeffrey will be sharing his knowledge on Service Management (Mondays) and Asset Management (T...

Service Management Leadership - Guest Host Luigi Ferri Talking About Risk

01 Mar 2024

Contributed by Lukas

Luigi Ferri takes the mic to talk about Risk in this Service Management Leadership Podcast episode. Here is Luigi's LinkedIn profile: https://it...

Service Management Leadership - ITAM Importance

29 Feb 2024

Contributed by Lukas

A brief discussion about the different areas of asset management and their relative importance Use this link to sign up for the Global ITAM Summit: h...

Episode 4 - "Technostress, Part 2"

28 Feb 2024

Contributed by Lukas

In this episode, kengon wraps up his conversation with Hank Marquis on "Technostress," talking about impacts, assessment methods, and action...

David Cannon and Ken Jarvis Discuss Benefits of Incorporating ITIL - Cybersecurity

27 Feb 2024

Contributed by Lukas

In this episode, David & Ken talk about how incorporating ITIL can benefit cybersecurity

Service Management Leadership - The Importance of ITIL/ITSM

26 Feb 2024

Contributed by Lukas

A brief discussion about ITIL/ITSM from a tech beacon article Each week, Jeffrey will be sharing his knowledge on Service Management (Mondays) and As...

Service Management Leadership - Guest Host Luigi Ferri Talking About Business Case

23 Feb 2024

Contributed by Lukas

Luigi Ferri takes the mic to talk about Business Case in this Service Management Leadership Podcast episode. Here is Luigi's LinkedIn profile: h...

Service Management Leadership - Technical Debt

22 Feb 2024

Contributed by Lukas

A brief discussion about technical debt in the context of asset management Use this link to sign up for the Global ITAM Summit: https://forms.gle/ZGP...

Episode 003 - Technostress, Part 1

21 Feb 2024

Contributed by Lukas

In this episode, kengon has his first guest -- Dr. Hank Marquis! The topic of the week is "Technostress" and you're not going to want to...

David Cannon and Ken Jarvis Discuss Benefits of Incorporating ITIL - Attract People

20 Feb 2024

Contributed by Lukas

In this episode, David & Ken talk about how incorporating ITIL helps attract and retain people

Service Management Leadership - The Broad ITSM World

19 Feb 2024

Contributed by Lukas

A brief discussion about ITSM Each week, Jeffrey will be sharing his knowledge on Service Management (Mondays) and Asset Management (Thursdays). Jef...

Service Management Leadership - Guest Host Luigi Ferri Talking About Warranty

16 Feb 2024

Contributed by Lukas

Luigi Ferri takes the mic to talk about Warranty in this Service Management Leadership Podcast episode. Here is Luigi's LinkedIn profile: https:...

Service Management Leadership - Asset Lifecycle Management

15 Feb 2024

Contributed by Lukas

A brief discussion about asset lifecycle management Use this link to sign up for the Global ITAM Summit: https://forms.gle/ZGPCK8PbtxbvPupq6 Each...

Episode 2 - “I See What You’re Saying” – The Power of Visual Communication

14 Feb 2024

Contributed by Lukas

In this episode kengon walks us through how to get started with visual communication and why it's important to start developing this skill NOW!

David Cannon and Ken Jarvis Discuss Benefits of Incorporating ITIL - Helping Innovation

13 Feb 2024

Contributed by Lukas

In this episode, David & Ken talk about how ITIL helps innovation

Service Management Leadership - Measure Twice, Cut Once

12 Feb 2024

Contributed by Lukas

A brief discussion about metrics and measuring Each week, Jeffrey will be sharing his knowledge on Service Management (Mondays) and Asset Management ...

Service Management Leadership - Guest Host Luigi Ferri Talking About Utility

09 Feb 2024

Contributed by Lukas

Luigi Ferri takes the mic to talk about Utility in this Service Management Leadership Podcast episode. Here is Luigi's LinkedIn profile: https:/...

Service Management Leadership - Asset Management Opportunities

08 Feb 2024

Contributed by Lukas

A brief discussion about asset management Use this link to sign up for the Global ITAM Summit: https://forms.gle/ZGPCK8PbtxbvPupq6 Each week, Jeff...

Episode 01 - Hats Off To You

07 Feb 2024

Contributed by Lukas

kengon kicks off the series with a discussion of the book "Six Thinking Hats" by Edward De Bono

David Cannon and Ken Jarvis Discuss Benefits of Incorporating ITIL - Operational Stability

06 Feb 2024

Contributed by Lukas

In this episode, David & Ken talk about how ITIL improves operational stability

Service Management Leadership - Schrodinger's Cat and ITSM

05 Feb 2024

Contributed by Lukas

A brief discussion about objectivity in our ITSM programs Each week, Jeffrey will be sharing his knowledge on Service Management (Mondays) and Asset ...

Service Management Leadership - Guest Host Luigi Ferri Talking About Service Relationship

02 Feb 2024

Contributed by Lukas

Luigi Ferri takes the mic to talk about Service Relationship in this Service Management Leadership Podcast episode. Here is Luigi's LinkedIn pro...

Service Management Leadership - Viewing Our Asset Management Programs Differently

01 Feb 2024

Contributed by Lukas

A brief discussion about two perspectives we should have for asset management Use this link to sign up for the Global ITAM Summit: https://forms.gle/...

Esoteric Curiosities - The Beginning

31 Jan 2024

Contributed by Lukas

This is the inaugural episode of Esoteric Curiosities -- a podcast with Kenneth ("kengon") Gonzalez. This one has a simple intent: Get to k...

David Cannon and Ken Jarvis Discuss Benefits of Incorporating ITIL - Cost Savings

30 Jan 2024

Contributed by Lukas

In this episode, David & Ken talk about direct savings of using incorporating ITIL

Service Management Leadership - Understanding the Potential Outcomes

29 Jan 2024

Contributed by Lukas

A brief discussion about digital transformation Each week, Jeffrey will be sharing his knowledge on Service Management (Mondays) and Asset Management...

Service Management Leadership - Guest Host Luigi Ferri Talking About Service Level Agreements

26 Jan 2024

Contributed by Lukas

Luigi Ferri takes the mic to talk about Service Level Agreements in this Service Management Leadership Podcast episode. Here is Luigi's LinkedIn...

Service Management Leadership - A Gartner Article On Technical Debt

25 Jan 2024

Contributed by Lukas

A brief discussion about technical debt Here is the link to sign up for the Global ITAM Summit: https://forms.gle/ZGPCK8PbtxbvPupq6 Each week, Jeff...

David Cannon Discusses The Future Of IT Service Management

23 Jan 2024

Contributed by Lukas

This is a great episode where David talks about the many aspects that contribute to what service management will become in the future.

Service Management Leadership - One View of The Future Of ITSM

22 Jan 2024

Contributed by Lukas

A brief discussion about the future of service management Each week, Jeffrey will be sharing his knowledge on Service Management (Mondays) and Asset ...

Service Management Leadership - Guest Host Luigi Ferri Talking About Service Consumption

19 Jan 2024

Contributed by Lukas

Luigi Ferri takes the mic to talk about Service Consumption in this Service Management Leadership Podcast episode. Here is Luigi's LinkedIn prof...

Service Management Leadership - Is Data An Asset?

18 Jan 2024

Contributed by Lukas

A brief discussion about treating data like an asset Here is the link to sign up for the Global ITAM Summit: https://forms.gle/ZGPCK8PbtxbvPupq6 Eac...

David Cannon Discusses The Vision For ITIL In The Americas

16 Jan 2024

Contributed by Lukas

In this episode, David talks about what we should expect for ITIL in the Americas. It is an exciting time for the ITIL product.

Service Management Leadership - A Retread Service Management Program

15 Jan 2024

Contributed by Lukas

A brief discussion about service management Each week, Jeffrey will be sharing his knowledge on Service Management (Mondays) and Asset Management (Th...

Service Management Leadership - Guest Host Luigi Ferri Talking About Organizational Velocity

12 Jan 2024

Contributed by Lukas

Luigi Ferri takes the mic to talk about Organizational Velocity in this Service Management Leadership Podcast episode. Here is Luigi's LinkedIn ...

Service Management Leadership - Transforming An Asset Management Program

11 Jan 2024

Contributed by Lukas

A brief discussion about hardware asset management Here is the link to sign up for the Global ITAM Summit: https://forms.gle/ZGPCK8PbtxbvPupq6 Each ...

David Cannon Discusses The Broad PeopleCert Portfolio

09 Jan 2024

Contributed by Lukas

In this episode, David discusses the broad PeopleCert portfolio and how the different products fit together.

Service Management Leadership - The Lens For Service Management

08 Jan 2024

Contributed by Lukas

A brief discussion about thinking of service management through the lens of the four dimensions Each week, Jeffrey will be sharing his knowledge on S...

Service Management Leadership - Guest Host Luigi Ferri Talking About Organizational Resilience

05 Jan 2024

Contributed by Lukas

Luigi Ferri takes the mic to talk about Organizational Resilience in this Service Management Leadership Podcast episode. Here is Luigi's LinkedI...

Service Management Leadership - Why Hardware Asset Management is Important

04 Jan 2024

Contributed by Lukas

A brief discussion about hardware asset management Each week, Jeffrey will be sharing his knowledge on Service Management (Mondays) and Asset Managem...