Ticket Volume - IT Podcast

102. AI and Service Management: From PepsiCo's VR Training to Ethical Dilemmas

24 Oct 2025

Contributed by Lukas

In this episode of Ticket Volume – IT Podcast, host Matt Beran sits down with Prashant Arora (PepsiCo), Daniel Ciolek (InvGate), and Suzanne Galletl...

101. What Makes Teams Replace IT Tools? Triggers You Shouldn’t Ignore

19 Aug 2025

Contributed by Lukas

When is it really time to replace IT tools? In this episode of Ticket Volume – IT Podcast, we dive into the warning signs, triggers, and challenges ...

100. Ticket Volume hits 100 episodes and shares 5 takeaways from the road so far

15 May 2025

Contributed by Lukas

In this special 100th episode of Ticket Volume – IT Podcast, we flip the script.Instead of interviewing a guest, host and InvGate Product Specialist...

99. Designing IT Services That Build Trust: Georgina Otubela on Service Design & Incident Management

20 Mar 2025

Contributed by Lukas

In this episode of Ticket Volume – IT Podcast, Matt Beran is joined by Georgina Otubela, Service Delivery Manager at Vita Bank, to dive deep into se...

98. IT Recycling done right: Alicia Syx on secure & sustainable ITAD

06 Mar 2025

Contributed by Lukas

In this episode of Ticket Volume – IT Podcast, Matt Beran sits down with Alicia Syx, IT Asset Disposition (ITAD) expert at Sycamore International, t...

97. What Organizational Governance Really is: Insights From Valence Howden

20 Feb 2025

Contributed by Lukas

Governance—it’s a term we hear all the time in IT and business, but do we really understand it? In this episode of Ticket Volume – IT Podcast, M...

96. The Power of SLAs: Linda Lenox on Bridging Business and IT Through Meaningful Metrics

06 Feb 2025

Contributed by Lukas

In this episode of Ticket Volume, Matt Beran welcomes Linda Lenox, a Service Management expert with decades of experience transforming IT operations. ...

95. The Road to Zero Incidents: John Gordon on Preventative Incident Management

23 Jan 2025

Contributed by Lukas

In this episode of Ticket Volume, Matt Beran sits down with John Gordon, Senior VP of HP Managed Solutions Division, to explore how preventative Incid...

94. Optimizing Service Management for higher education: Insights with Vicki Rogers

09 Jan 2025

Contributed by Lukas

Optimizing Service Management in higher education with Vicki Rogers In this episode of Ticket Volume, Matt Beran sits down with Vicki Rogers, Directo...

93. IT Service Management Trends For 2025: Insights from Rob, Claire, and Mark

26 Dec 2024

Contributed by Lukas

In this episode of Ticket Volume, Matt Beran reunites with ITSM legends Rob England, Claire Agutter, and Mark Smalley to explore how 2024 shaped IT Se...

92. Customer Experience And Emotional Intelligence: Key Insights and Strategies

12 Dec 2024

Contributed by Lukas

Emotional Intelligence, CX, and Building Community with Luke Jamieson and Michael Mattson In this episode of Ticket Volume, Matt Beran sits down with...

91. The Future of AI in IT: Insights from InvGate CEO Ariel Gesto

28 Nov 2024

Contributed by Lukas

AI, Leadership, and the Future of Service Management with Ariel Gesto. In this episode of Ticket Volume, Matt Beran sits down with Ariel Gesto, CEO an...

90. Building a Service Management Office: Lessons from JAMF's Journey on Ticket Volume Podcast

14 Nov 2024

Contributed by Lukas

In this episode of Ticket Volume, Matt Beran reconnects with the team behind JAMF’s Service Management Office (SMO) to explore their journey and suc...

89. Rethinking ITSM: Ken Gonzalez on Organizational Capabilities, Customer-Centricity and Growth

31 Oct 2024

Contributed by Lukas

Join us as we dive into the latest Ticket Volume - IT podcast episode with the insightful Kenneth "Kengon" Gonzalez! This time, Kenneth, a former Gart...

88. Are Rigid Processes Hurting Service Management? Insights on Flexibility with Shane Carlson

17 Oct 2024

Contributed by Lukas

In this episode of Ticket Volume, Matt Beran chats with Shane Carlson, Director of Global Presales Strategic Services at Airtable, about the evolution...

87. Exploring Mental Health in Tech: Insights with Dr. Torres, Aileen Day, and Emily Hubbard

13 Sep 2024

Contributed by Lukas

In this episode of Ticket Volume, host Matt Beran dives into the crucial topic of technology and mental health. Joined by experts Dr. Erika Torres, ...

86. Is the IT Job Market in Crisis? Insights and Tips with David Lowe & Stephanie Lundberg

29 Aug 2024

Contributed by Lukas

Is the IT job market strong or in crisis? Where should you search for jobs? How do you land interviews and stand out? These are the main questions we ...

85. The 5 levels of Service Management Maturity with Joshua Nelson, Alex Harding and Sarah Bulley

15 Aug 2024

Contributed by Lukas

Join us in Episode 85 of Ticket Volume as we delve into the world of Service Management Maturity and Service Desk Certifications with industry experts...

84. Sustainable IT & Enviromental, Social and Governance: Insights with Dr. Tuuli Bell

01 Aug 2024

Contributed by Lukas

Join us for an enlightening episode of the Ticket Volume podcast as host Matt Beran sits down with Dr. Tuuli Bell, a leading expert in sustainability ...

83. Revolutionizing ITSM with AI: Insights & Innovations with Daniel Ciolek

18 Jul 2024

Contributed by Lukas

Join us for a thrilling dive into the world of AI in IT Service Management with expert Daniel Ciolek from InvGate. In this episode, Daniel spills the ...

82. Are IT people socially awkward? Debunking 4 IT stereotypes

04 Jul 2024

Contributed by Lukas

Are IT professionals really socially awkward? Does rebooting solve everything? Join us in Episode 82 of Ticket Volume as Matt Beran and guests Chris C...

81. Women of ITSM: A community for sharing and growing with Lucy Grimwade and Sophie Hussey

13 Jun 2024

Contributed by Lukas

There's a reality we can't deny: the IT world is dominated by men. Fortunately, spaces like Women of ITSM emerge, an online community designed...

80. NIS2 Implementation: Challenges And Tips, With Morten Eeg, Wathagi Ndungu & Gennady Kreukniet

30 May 2024

Contributed by Lukas

The NIS2 implementation deadline is upon us. Next October, the member states of the European Union and the organizations operating within their territ...

79. How to Achieve Regulatory Compliance in Multinational Companies, With Jordan Thurston, SVP at Citi

09 May 2024

Contributed by Lukas

Ensuring regulatory compliance is an ongoing process that involves constantly adapting to new scenarios. Jordan Thurston, SVP at Citi, broke down what...

[Webinar] Wiring The Winning Organization: Automation, Innovation, And Adaptability

02 May 2024

Contributed by Lukas

What will the future bring to the workplace — and more importantly, how can organizations start adapting now? It's pretty clear by now that th...

78. Past, Present, And Future of the Workplace, With Christopher Dancy

11 Apr 2024

Contributed by Lukas

Register to our next webinar with Gene Kim to discuss how to wire the organization to adapt to the future here: https://invgate.com/ticket-volume/live...

[Webinar] How to Build a Multidisciplinary ITSM Project, With Jyoti Chopra and Darrel Popowich

04 Apr 2024

Contributed by Lukas

Download the 14 ITSM Framework Cheat Sheet here: https://bit.ly/43PAm6z | Register to the next live webinar here: https://bit.ly/3PO6amI. There's ...

77. ITSM, BRM, Agile, Project Management: Why None of Them Matter, With David Tomlinson

14 Mar 2024

Contributed by Lukas

Register to our next live webinar here: https://bit.ly/3Vkzjtm. What do ITSM, BRM, Agile, and Project Management frameworks have in common? Kicking of...

[LIVE SESSION] - The Future of IT Service Management

19 Dec 2023

Contributed by Lukas

Register here to win an "Introduction to ESM" book: https://bit.ly/3RMDADo! Same as every year, December arrives with trends, predictions, ...

76. Unlocking the Main Elements of the Knowledge Centered Service, With Lana Kosnik

07 Dec 2023

Contributed by Lukas

The KCS offers a more collective approach to Knowledge Management through a defined method. Lana Kosnik, trainer in this system, explains here the mai...

75. How To Reduce The Fear of AI, With Mariena Quintanilla

30 Nov 2023

Contributed by Lukas

Based on her experience working with teams to introduce the tool, Mariena shares advice on how to reduce the fear of Generative AI, and some strategie...

74. Business Process Design in ITSM: How to Design Robust Business Processes?, With David Mainville

23 Nov 2023

Contributed by Lukas

In Service Management, business process design lays the foundation upon which everything else arises. David Mainville makes the point that robust busi...

73. Learning From Practice In ITSM, With Ryan Ogilvie

16 Nov 2023

Contributed by Lukas

When looking to improve ITSM processes, Ryan argues that the focus should be put on learning from practice. He shares his experience of ten years as a...

[LIVE SESSION] Knowledge Management Success: Tips, Tricks, And Metrics

09 Nov 2023

Contributed by Lukas

A proper Knowledge Management strategy is essential to an efficient IT support offering. However, achieving this may present some challenges. It requi...

72. Building Community Within a Customer Support Team, With Neal Travis

02 Nov 2023

Contributed by Lukas

Neal Travis brings on the importance of building community, fostering strong relationships, and encouraging effective communication within a Customer ...

71. How to Become an ITSM Consultant, With Sophie Hussey

26 Oct 2023

Contributed by Lukas

Have you ever wanted to leave your current position and become an ITSM consultant? Here’s a little help in that direction! ITSM independent consulta...

[LIVE SESSION] Staffing For Service: Models, Volumes, And Training

19 Oct 2023

Contributed by Lukas

Help desk staffing gets more and more complex over time. How do you know when to hire, how to hire, and how many people to hire at the service desk? I...

70. Emotional intelligence in leadership, with Deborah Monroe

12 Oct 2023

Contributed by Lukas

The power of emotional intelligence capabilities in leadership shouldn’t be underestimated. Building upon her experience in IT and in learning and ...

69. Unfolding Yet Another Service Management Model (YaSM), With Stefan Kempter

05 Oct 2023

Contributed by Lukas

Following simple, straightforward, and adaptable rules to design Service Management processes was what Stefan Kempter had in mind when putting togethe...

68. How to Become a Help Desk Technician? First Steps as an Agent, with Abby Sininger

28 Sep 2023

Contributed by Lukas

Abby Sininger is taking her first steps in IT having landed an internship as support analyst at GRE and shares her insights into what it’s like work...

67. The power of Simulations in ITSM training, with James Gander

21 Sep 2023

Contributed by Lukas

ITSM is all about serving the people. And that counts for both sides of the equation. IT industry veteran James Gander walks us through the power of s...

[LIVE SESSION] ITAM Challenges: Epic Fails, Red Flags, And Tales From the Battlefield | David Foxen

14 Sep 2023

Contributed by Lukas

There's no point denying that IT Asset Management is a vital business process. However, implementing a strategy and improving it is no easy task. ...

66. Mastering the art of training help desk staff, with Lisa Schwartz

07 Sep 2023

Contributed by Lukas

Co-founder of the ITSM Academy almost 20 years ago, Lisa Schwartz knows a thing or two about how to effectively train help desk staff in their jobs. H...

65. How to Build a Strong Team Culture, With Gregg Gregory

31 Aug 2023

Contributed by Lukas

How do you build a strong team culture? And what makes up solid leadership to do so? Gregg Gregory, a practiced expert, provides some key points on te...

64. The importance of IT Asset Management, With David Foxen

24 Aug 2023

Contributed by Lukas

Hardware and Software Asset Management are the two sides of the IT Asset Management equation. This means, one simply can’t exist without the other. ...

63 . How to put an Experience Management strategy into effect, with Joshua Nelson

17 Aug 2023

Contributed by Lukas

Building upon his own work at Power Design and his years of research on the topic, Joshua Nelson dives into the world of Experience Management (XM) an...

[LIVE SESSION] The ITSM Implementation Roadmap, With Doug Tedder

10 Aug 2023

Contributed by Lukas

There are various phases of improving Service Management. However, the path might not be entirely clear. But worry not because in this Ticket Volume l...

62. A Field Guide on How to Build a Successful CMDB, With Allen Dixon

03 Aug 2023

Contributed by Lukas

Building upon his years of experience with Configuration Management, Allen Dixon gets practical and dives deep into how to build a successful CMDB. H...

61. Where Does Organizational Change Management Stand Today, With Karen Ferris

27 Jul 2023

Contributed by Lukas

Frameworks are very popular in the Service Management world, and Organizational Change Management (OCM) is no exception. Karen Farris, an expert in th...

60. How to Measure Knowledge in IT? Skills vs. Theory, With Matthew Burrows

20 Jul 2023

Contributed by Lukas

How to measure knowledge in IT in a standardized way? Where does experience outside formal education chip in on this equation? Mathew Burrows brought ...

59. How To Run A Successful Help Desk - And Win An Award For It, With Moe Sulliman

13 Jul 2023

Contributed by Lukas

What does it take to run a successful help desk? And what does it mean to win an award for it? From the motivational push that comes with it, to what ...

58. How to Stay Relevant? Tips And Tricks For IT Leaders with Anthony Orr

06 Jul 2023

Contributed by Lukas

As with most professional domains, but especially in IT, staying relevant and updated is an everyday job. In this episode, ITIL author Anthony Orr bri...

57. A How-To Guide On Boosting Team Morale, With Sandy Confer

29 Jun 2023

Contributed by Lukas

As a true advocate for building and maintaining team morale, Sandy Confer brought all her experience on fostering team engagement whilst managing a se...

56. A Crash Course on Value Stream Mapping For ITSM, with Waseem Ahmed

22 Jun 2023

Contributed by Lukas

As organizations grow in complexity and there is an increase in the visibility of corporate organization and interconnected processes, Value Streams h...

55. An introduction to Unified Service Management, with John Worthington

15 Jun 2023

Contributed by Lukas

The current transition to an ESM approach can’t only rely on IT-based practices, processes, and frameworks. Certified coach John Worthington unlocks...

[LIVE SESSION] Experience is Squishy: How to Turn Sentiment Data Into Action

08 Jun 2023

Contributed by Lukas

Employee Experience is a determining factor that can sink an organization or make it stand out, and mastering it is not an option these days. To help ...

54. How Can Systemic Thinking Benefit Digital Leadership, with Patti Blackstaffe

01 Jun 2023

Contributed by Lukas

Patti Blackstaffe breaks down the main challenges and opportunities that digital leadership roles face towards the future. Building upon a Systemic Ap...

53. From Cross Functional Manager to Security & Governance Leader, with Jeevan Lobo

25 May 2023

Contributed by Lukas

Jeevan Lobo has piled up an impressive amount of leadership knowledge throughout his career, and is eager to share what he learned. In this episode, h...

[LIVE SESSION] IT + CX: The Experience Sweet Spot, with Nate Brown

18 May 2023

Contributed by Lukas

While digital transformation isn't a prerequisite to improving customer experiences, it sure helps! However, it's not that simple. If you'...

52. A Practical Approach to Co-Creating Value Across the Organization, with David Barrow

11 May 2023

Contributed by Lukas

David Barrow, an all-round passionate and expert on the matter, discusses with our host the guiding principles of ITIL 4, where understanding how to c...

51. IT Service Desk Fundamentals: Work Culture, a Solid Structure, and Certifications, with Sanjay Nair

04 May 2023

Contributed by Lukas

Author of The Service Desk Handbook, Sanjay Nair talks to us about his book, where he compiled and organized the main elements of a well functioning S...

50. ITIL: New Certification Schemes, Combined Frameworks, and Future Plans, with Markus Bause from PeopleCert

27 Apr 2023

Contributed by Lukas

ITIL expert Markus Bause goes over some of the changes that have been made to the framework, and explains what the recertification scheme really impli...

[LIVE SESSION] Service and Support Leadership in 2023

20 Apr 2023

Contributed by Lukas

Some people are born to lead, and Tony North is a natural. With over 18 years of managing teams, he knows there are always new ideas, tools, and thing...

49. How to transition into more sustainable IT practices, with Mark Bradley

13 Apr 2023

Contributed by Lukas

Adopting environmentally friendly measures is currently a central concern for all industries, and the tech world is not an exception. Mark Bradley wal...

48. A Look Into Servant Leadership and Putting People First, with Rocky McGuire

06 Apr 2023

Contributed by Lukas

The ultimate goal for tech should be to improve people's everyday life, both employees and customers. Rocky McGuire (Unisys) shares with us what l...

47. Training is a Service — And Here's How You Can Get The Most Value, with Sean McClean

30 Mar 2023

Contributed by Lukas

Training can be seen from the trainer's or the trainee's perspective, and Sean McClean (ServiceNow) does both! He shares some thoughts on how ...

[LIVE SESSION] The CAB is dead: now what? Change Management in the modern business

23 Mar 2023

Contributed by Lukas

As enterprise technology rapidly evolves, the Change Advisory Board (CAB) has become less relevant. But is it CAB, or is it Change Management that’s...

46. It’s all about Sustainability: Tech and Progress involving People, with Barclay Rae

16 Mar 2023

Contributed by Lukas

Barclay Rae, consultant, author, and IT Service Management expert, analyses the changes in technology brought about by AI and goes through the environ...

45. Defend Against Cyberattacks: An Overview of the NIST Framework, with David Moskowitz

09 Mar 2023

Contributed by Lukas

What is the NIST Cybersecurity Framework? David Moskowitz, co-founder and Executive Director of the DVMS Institute, explains how organizations can lev...

44. Moving Towards a DEX Focus: Feeding into the Best of ITSM, with Ian Aitchison from Nexthink

02 Mar 2023

Contributed by Lukas

By 2025, 50% of IT organizations will have established a DEX strategy, team, and management tool, up from 15% in 2022, according to a recent report. I...

43. Taking Experience One Step Further: Building Feelings, with Doug Rabold

23 Feb 2023

Contributed by Lukas

Even though measuring is a considerable part of Experience Management, it's not the only aspect that matters. Doug Rabold (Amwell) is an advocate — ...

42. Everyone hates surveys: how to turn things over, with Pasi Nikkanen from HappySignals

16 Feb 2023

Contributed by Lukas

Experience can be difficult to seize. Surveys are the default go-to option, but that doesn't mean they're always the right move. Pasi Nikkanen (HappyS...

41. Where does ITSM come from? The history of Quality Management, with Michael Cardinal

09 Feb 2023

Contributed by Lukas

What do the industrial revolutions have to do with Service Management? Michael Cardinal walks Matt through the history of Quality Management - from Ta...

40. Creating human leaders to improve experience, with Sally Mildren

02 Feb 2023

Contributed by Lukas

Though the concept (and concern) of experience is typically related to customers, employee experience shouldn't be overlooked. Sally Mildren talks abo...

39. Measuring agent performance to improve service desk quality, with Jason Turner

26 Jan 2023

Contributed by Lukas

Managing a service desk is not only about ensuring that everything works, but also to look for opportunities to improve. Jason Turner (Princeton Unive...

38. Value Management and the difference between ITIL v3 and ITIL 4, with David Billouz

19 Jan 2023

Contributed by Lukas

The change from ITIL v3 to ITIL 4 was not merely a number. David Billouz (ITIL Master) discusses the core differences of scope, talks about Value Stre...

37. Dipping your toes into IT support for schools, with Casey Rutherford

12 Jan 2023

Contributed by Lukas

Doing IT support for schools is not easy, but neither too complex. Casey Rutherford shares his experience building a service desk, helping teachers wi...

36. How to implement ESM in your business and not die trying, with Darren Rose

05 Jan 2023

Contributed by Lukas

Expanding the Service Management mindset outside the IT department certainly has its challenges and roadblocks. Darren Rose (FSP) shares his thoughts ...

35. The 5 Elements of the VALUE Formula, with Ken Wendle from Edify ITSM

15 Dec 2022

Contributed by Lukas

Providing business value is perhaps the most desired (and complex) outcome for organizations. Ken Wendle (Edify ITSM) shares his *V*A*L*U*E Formula an...

34. An introduction to Sustainable IT, with Antonina Douannes

08 Dec 2022

Contributed by Lukas

The term "Sustainable IT" was first introduced in IT publications in 2021, but it's not something new. Antonina Douannes explains its extent, shares t...

33. Learning, training, and the mindset behind taking courses, with Lisa Schwartz and David Ratcliffe

01 Dec 2022

Contributed by Lukas

Have you ever felt like you were taking a course just because you needed to fill a gap in your resume? Lisa Schwartz (ITSM Academy) and David Ratcliff...

32. What is Service Integration and Management (SIAM)? With Claire Agutter

24 Nov 2022

Contributed by Lukas

It's more and more common for companies to work with multiple suppliers of services. But how can they make something cohesive out of the diversity? Cl...

31. Laying the groundwork to take Service Management beyond IT, with Phyllis Drucker

17 Nov 2022

Contributed by Lukas

Though spreading the benefits of ITSM to the rest of the company can be tempting, the result might not be as promising as you thought. Phyllis Drucker...

30. 5 reasons why transformations fail — and how simulations can help, with Paul Wilkinson

10 Nov 2022

Contributed by Lukas

70% of transformations fail, and Paul Wilkinson knows exactly why. Find out the five common reasons for this to happen, and discover how a (not so) ne...

29. How to go from ITSM professional to venture capital COO - and how to mix the two, with Aprill Allen

03 Nov 2022

Contributed by Lukas

Once an ITSM professional (and knowledge management expert), Aprill Allen changed career paths five years ago to fully dedicate herself to being the C...

28. Therapy for businesses - or how to combine purpose, experience, and empathy to innovate, with Lorn Campbell

27 Oct 2022

Contributed by Lukas

Optimizing business processes is not an easy task. Lorn Campbell (Innovation Consultant for CDW) believes this can be done with just a bit of therapy....

27 - How to measure employee experience? Start by focusing on perception, with Maddie Blumenthal from QSTAC

20 Oct 2022

Contributed by Lukas

Employee experience is a hot topic among companies, and Maddie Blumenthal (QSTAC) is here to help. She gives some great advice on how to measure it in...

26. Personalized Support, the intersection between Customer Experience and IT, with Roy Atkinson

14 Oct 2022

Contributed by Lukas

There's data-driven, there's personalized, and there's trying to fake it all. No one knows the difference best than Roy Atkinson. Tag along to hear a ...

25. How does your organization feel? Thoughts on High-velocity, with Mark Smalley

07 Oct 2022

Contributed by Lukas

Yet-another-ITIL-auhor, Mark Smalley is here to talk experience, reflect on happiness at the workplace, and share some of his thoughts on "High-veloci...

24. The risk of enablement and the power of Value Streams, with Daniel Breston

29 Sep 2022

Contributed by Lukas

With half a century in IT, Daniel Breston has seen it all. Here, he shares some learnings on one of his favorite topics (Value Streams). Plus, he advi...

23. Flow Science, focus, and whole health: 3 essential ingredients to successful IT, with Simone Jo Moore

22 Sep 2022

Contributed by Lukas

Simone Jo Moore's fresh take on how to look at work more healthily and efficiently is definitely worth a look. In this episode, she shares some ideas ...

22. Why do people hate the help desk — and how to land your first IT job, with Kevtech

15 Sep 2022

Contributed by Lukas

Looking for your first job in IT? Then this is what you need to listen to. Kevin Apolinario (a.k.a Kevtech IT Support)'s efforts to lower the entry ba...

21. The truth behind ITIL 4: a tad of processes and a pinch of humans to make value streams, with Katrina Macdermid

08 Sep 2022

Contributed by Lukas

If you're planning on taking the ITIL 4 certification (or are in any way related to it), this episode is a must. Katrina Macdermid (ITIL master au...

20. The magic of connecting HR, IT, and culture for success, with Greg Sanker

01 Sep 2022

Contributed by Lukas

What do IT and HR have in common? If you were thinking about tearing down silos once and for all, Greg Sanker (Taylor Morrison) has proof that'll back...

19. Digital Employee Experience: the path to a people-centric IT organization, with Jon Leighton from Nexthink

25 Aug 2022

Contributed by Lukas

For far too long, technology has been seen as the most important thing, not the experience of those consuming that technology. Jon Leighton (Nexthink)...

18. Insourcing, innovation, and building an inclusive support culture, with Tammy Ward and Niko Miller

18 Aug 2022

Contributed by Lukas

It's time for a bit of disruption! Tammy Ward and Niko Miller (ATB Financial) walk us through what it's like to expand a people-first culture into eve...

17. Problem Management: How to start, how to grow, and where to find problems with Brian Skramstad

11 Aug 2022

Contributed by Lukas

Problems are everywhere, but you have to know what to look for to find the ones that really make a difference when solved. Experienced Problem Manager...

16. Is ITIL 4 falling behind? The future of ITIL, with David Cannon from nfiniti3

04 Aug 2022

Contributed by Lukas

As organizations continue to innovate and push the boundaries of capabilities, we can't help but wonder if ITIL reflects that learning. David Cannon (...

15. Tier infinity: learning, retention, and loyalty in small IT teams, with Danny Kateli from Midrex

29 Jul 2022

Contributed by Lukas

In small IT teams, the first and last tiers are exactly the same. Danny Kateli (Manager of IT Operations at Midrex) knows this by heart and shares som...

14. The ABC of building a Service Management Office, with Melissa Teater from Jamf

21 Jul 2022

Contributed by Lukas

Melissa Teater (Director of Support and Experience at Jamf) shares her experience creating a Service Management Office to help expand a 20-year organi...