PODCAST · technology
Ticket Volume - IT Podcast
by InvGate
News and information for improving IT experiences. Ticket Volume connects a community of Service Management professionals with new ideas and perspectives. Powered by InvGate. New episodes soon!
Episodes
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102. AI and Service Management: From PepsiCo's VR Training to Ethical Dilemmas
In this episode of Ticket Volume – IT Podcast, host Matt Beran sits down with Prashant Arora (PepsiCo), Daniel Ciolek (InvGate), and Suzanne Galletly (AXELOS) to unpack how Artificial Intelligence is reshaping IT Service Management. From VR-powered training and digital twins to self-healing IT...
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101. What Makes Teams Replace IT Tools? Triggers You Shouldn’t Ignore
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 that push organizations to switch IT software. Host Matt Beran sits down with Ignacio Harriague (Director of Product Marketing at InvGate), Linda…
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100. Ticket Volume hits 100 episodes and shares 5 takeaways from the road so far
In this special 100th episode of Ticket Volume – IT Podcast, we flip the script. Instead of interviewing a guest, host and InvGate Product Specialist Matt Beran takes a moment to reflect on the journey so far — what the podcast has meant to him, how it’s changed his perspective on IT, and the…
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99. Designing IT Services That Build Trust: Georgina Otubela on Service Design & Incident Management
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 service design, incident management, and the role of trust in IT services. Gabriela shares her insights on how IT teams can build strong relationships...
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98. IT Recycling done right: Alicia Syx on secure & sustainable ITAD
In this episode of Ticket Volume – IT Podcast, Matt Beran sits down with Alicia Syx, IT Asset Disposition (ITAD) expert at Sycamore International, to expose the hidden risks and overlooked opportunities in IT recycling. From data security failures to unexpected financial benefits, Alicia reveals...
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97. What Organizational Governance Really is: Insights From Valence Howden
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, Matt Beran sits down with Valence Howden, Advisory Fellow at InfoTech Research Group, to break down governance, its misconceptions, and how it can truly...
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96. The Power of SLAs: Linda Lenox on Bridging Business and IT Through Meaningful Metrics
In this episode of Ticket Volume, Matt Beran welcomes Linda Lenox, a Service Management expert with decades of experience transforming IT operations. Together, they dive into the art and science of crafting meaningful Service Level Agreements (SLAs) that align with business objectives, foster...
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95. The Road to Zero Incidents: John Gordon on Preventative Incident Management
In this episode of Ticket Volume, Matt Beran sits down with John Gordon, Senior VP of HP Managed Solutions Division, to explore how preventative Incident Management is reshaping IT operations. With a vision for zero-incident environments, John shares strategies to move from reactive…
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94. Optimizing Service Management for higher education: Insights with Vicki Rogers
Optimizing Service Management in higher education with Vicki Rogers In this episode of Ticket Volume, Matt Beran sits down with Vicki Rogers, Director of Service Management at Georgia Tech, to explore the unique challenges and opportunities of service management in higher education. From…
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93. IT Service Management Trends For 2025: Insights from Rob, Claire, and Mark
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 Service Management and what trends will define the years ahead. This dynamic conversation revisits last year’s predictions, reflects on the year’s...
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92. Customer Experience And Emotional Intelligence: Key Insights and Strategies
Emotional Intelligence, CX, and Building Community with Luke Jamieson and Michael Mattson In this episode of Ticket Volume, Matt Beran sits down with CX leaders Luke Jamieson and Michael Mattson to unpack the evolving roles of emotional intelligence and community-building in Customer and Employee...
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91. The Future of AI in IT: Insights from InvGate CEO Ariel Gesto
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 and co-founder of InvGate, to explore the game-changing (and sometimes intimidating) role of AI in IT and business. From cutting through the hype to...
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90. Building a Service Management Office: Lessons from JAMF's Journey on Ticket Volume Podcast
In this episode of Ticket Volume, Matt Beran reconnects with the team behind JAMF’s Service Management Office (SMO) to explore their journey and success stories! Featuring insights from Melissa Dunham, Senior Director of IT Support and Services, along with Kyle Carlson and Minta Wahlers, this...
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89. Rethinking ITSM: Ken Gonzalez on Organizational Capabilities, Customer-Centricity and Growth
Join us as we dive into the latest Ticket Volume - IT podcast episode with the insightful Kenneth "Kengon" Gonzalez! This time, Kenneth, a former Gartner analyst and industry advisor, shares why focusing on organizational capabilities (not just tools!) is the future of IT Service Management and...
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88. Are Rigid Processes Hurting Service Management? Insights on Flexibility with Shane Carlson
In this episode of Ticket Volume, Matt Beran chats with Shane Carlson, Director of Global Presales Strategic Services at Airtable, about the evolution of Service Management processes. They explore how rigid processes can hold teams back, the shift to more flexible patterns, and the impact of...
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87. Exploring Mental Health in Tech: Insights with Dr. Torres, Aileen Day, and Emily Hubbard
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, Aileen Day, and Emily Hubbard, they explore the challenges tech professionals face, from empathy fatigue to communication breakdowns. Discover...
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86. Is the IT Job Market in Crisis? Insights and Tips with David Lowe & Stephanie Lundberg
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 tackle in this episode of Ticket Volume. Join host Matt Beran as he dives into the IT job market with experts David Lowe and Stephanie Lundberg.…
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85. The 5 levels of Service Management Maturity with Joshua Nelson, Alex Harding and Sarah Bulley
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 Joshua Nelson, Alex Harding, and Sarah Jayne Bulley. Discover the five levels of Service Desk Certifications, their importance in IT Service...
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84. Sustainable IT & Enviromental, Social and Governance: Insights with Dr. Tuuli Bell
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 and Environmental, Social, and Governance (ESG) criteria. In this discussion, they explore the critical role of sustainability across various...
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83. Revolutionizing ITSM with AI: Insights & Innovations with Daniel Ciolek
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 secrets on how AI is transforming ITSM—from supercharging response times to enhancing document privacy. Get ready for a fun and insightful journey...
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82. Are IT people socially awkward? Debunking 4 IT stereotypes
Are IT professionals really socially awkward? Does rebooting solve everything? Join us in Episode 82 of Ticket Volume as Matt Beran and guests Chris Chagnon, Caitlin Price, and Valence Howden dive into common IT stereotypes. They explore the evolution of IT roles, discuss the industry's gender...
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81. Women of ITSM: A community for sharing and growing with Lucy Grimwade and Sophie Hussey
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 by women for women. Led by Sophie Hussey and Lucy Grimwade, this platform aims to be a safe space to share experiences and grow personally and...
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80. NIS2 Implementation: Challenges And Tips, With Morten Eeg, Wathagi Ndungu & Gennady Kreukniet
The NIS2 implementation deadline is upon us. Next October, the member states of the European Union and the organizations operating within their territories will need to adapt to this directive. If you work in cybersecurity and still don't know how to start this adaptation process or what needs to...
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79. How to Achieve Regulatory Compliance in Multinational Companies, With Jordan Thurston, SVP at Citi
Ensuring regulatory compliance is an ongoing process that involves constantly adapting to new scenarios. Jordan Thurston, SVP at Citi, broke down what it means to work in Regulatory Portfolio Management and how to incorporate compliance practices into companies successfully. To illustrate this…
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[Webinar] Wiring The Winning Organization: Automation, Innovation, And Adaptability
What will the future bring to the workplace — and more importantly, how can organizations start adapting now? It's pretty clear by now that the way of working is changing rapidly. The eruption of generative AI greatly impacted how we see work, and its potential is enormous. There seems to be no...
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78. Past, Present, And Future of the Workplace, With Christopher Dancy
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/! When it comes to understanding the future of the workplace, Christopher Dancy makes the argument that, before anything else, we have to take a...
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[Webinar] How to Build a Multidisciplinary ITSM Project, With Jyoti Chopra and Darrel Popowich
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 no unique way to decide how IT teams manage the delivery of IT services to customers. Multiple frameworks can come into play — and typically,...
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77. ITSM, BRM, Agile, Project Management: Why None of Them Matter, With David Tomlinson
Register to our next live webinar here: https://bit.ly/3Vkzjtm. What do ITSM, BRM, Agile, and Project Management frameworks have in common? Kicking off this year's season of Ticket Volume, David Tomlinson invites us to explore this question. He makes the argument that any successful framework...
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[LIVE SESSION] - The Future of IT Service Management
Register here to win an "Introduction to ESM" book: https://bit.ly/3RMDADo! Same as every year, December arrives with trends, predictions, and the need to try to take a glimpse at the future. For the IT industry in particular, 2023 brought several changes – and a few game-changers. The eruption…
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76. Unlocking the Main Elements of the Knowledge Centered Service, With Lana Kosnik
The KCS offers a more collective approach to Knowledge Management through a defined method. Lana Kosnik, trainer in this system, explains here the main elements that make up the Knowledge Centered Service approach. She starts by explaining how the KCS coaching programs operate through a...
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75. How To Reduce The Fear of AI, With Mariena Quintanilla
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 strategies on how to incorporate it into businesses and people's everyday tasks. Along this, she explores the process of upskilling and gives out...
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74. Business Process Design in ITSM: How to Design Robust Business Processes?, With David Mainville
In Service Management, business process design lays the foundation upon which everything else arises. David Mainville makes the point that robust business processes are the starting point of any solid strategy, as they are what brings together the business with IT. He breaks down everything that...
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73. Learning From Practice In ITSM, With Ryan Ogilvie
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 an ITSM consultant, pointing out how important it is for organizations to look inwards, avoid working on autopilot, analyze the why’s behind their...
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[LIVE SESSION] Knowledge Management Success: Tips, Tricks, And Metrics
A proper Knowledge Management strategy is essential to an efficient IT support offering. However, achieving this may present some challenges. It requires time, effort, consistency, and, most importantly, to create awareness of its relevance. But all hope is not lost! In this live session, Liz...
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72. Building Community Within a Customer Support Team, With Neal Travis
Neal Travis brings on the importance of building community, fostering strong relationships, and encouraging effective communication within a Customer Support team. He shares his current experience in AIHR, focusing on the work he does to motivate connections and share knowledge throughout the...
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71. How to Become an ITSM Consultant, With Sophie Hussey
Have you ever wanted to leave your current position and become an ITSM consultant? Here’s a little help in that direction! ITSM independent consultant and mentor Sophie Hussey shares her work process and how ITIL4 continues to provide a solid structure that allows organizations to focus on...
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[LIVE SESSION] Staffing For Service: Models, Volumes, And Training
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? If you don't know, we have a panel to try to answer that for you! Jacob White, Kincy Clark, Simone Jo Moore, Daniel Breston, and Matt Beran discuss...
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70. Emotional intelligence in leadership, with Deborah Monroe
The power of emotional intelligence capabilities in leadership shouldn’t be underestimated. Building upon her experience in IT and in learning and development, Deborah Monroe makes the point that strong psychological awareness and a people-centric approach can take you a long way. And, not only...
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69. Unfolding Yet Another Service Management Model (YaSM), With Stefan Kempter
Following simple, straightforward, and adaptable rules to design Service Management processes was what Stefan Kempter had in mind when putting together the YaSM (Yet Another Service Management Model). However, as the name smartly implies, this idea doesn’t stand alone. Here, Stefan shares the...
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68. How to Become a Help Desk Technician? First Steps as an Agent, with Abby Sininger
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 working on the front line of a help desk. As a young adult making her way into this field of work, she talks about which skills she believes are most...
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67. The power of Simulations in ITSM training, with James Gander
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 simulations in ITSM training and service desk environments. He highlights their ability to encourage communication and collaboration amongst teams,...
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[LIVE SESSION] ITAM Challenges: Epic Fails, Red Flags, And Tales From the Battlefield | David Foxen
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. Matt Beran and David Foxen go over the most common ITAM challenges (and how to solve them). Plus, David's vast experience on the topic helped him…
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66. Mastering the art of training help desk staff, with Lisa Schwartz
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. Here, she goes through the training approach that went from classroom to microlearning, highlighting however the importance of not losing the sense…
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65. How to Build a Strong Team Culture, With Gregg Gregory
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 teamwork and guiding positions, and how to keep up both productivity and morale across the workplace. He goes through the foundations of what makes…
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64. The importance of IT Asset Management, With David Foxen
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. ITAM professional David Foxen takes us through the importance of IT Asset Management and where both practices stand today, especially after the...
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63 . How to put an Experience Management strategy into effect, with Joshua Nelson
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) and the different processes it works along. He goes through some key components to put it into practice and develop an XM strategy, such as the…
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[LIVE SESSION] The ITSM Implementation Roadmap, With Doug Tedder
There are various phases of improving Service Management. However, the path might not be entirely clear. But worry not because in this Ticket Volume live episode, Doug Tedder shares an ITSM implementation roadmap! He and Matt discuss where to start, how to mature, and what "good" looks like. Get...
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62. A Field Guide on How to Build a Successful CMDB, With Allen Dixon
Building upon his years of experience with Configuration Management, Allen Dixon gets practical and dives deep into how to build a successful CMDB. He provides insights on what to prioritize through the building process, shining a light on the importance of clean and valuable data, communication...
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61. Where Does Organizational Change Management Stand Today, With Karen Ferris
Frameworks are very popular in the Service Management world, and Organizational Change Management (OCM) is no exception. Karen Farris, an expert in the matter, explores the field in the current landscape, where change is becoming more frequent and faster. Based on the guidelines of her published…
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60. How to Measure Knowledge in IT? Skills vs. Theory, With Matthew Burrows
How to measure knowledge in IT in a standardized way? Where does experience outside formal education chip in on this equation? Mathew Burrows brought his years of experience with the global skills and competency framework SFIA and with his company SkillsTX to unfold some possible answers to these...
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ABOUT THIS SHOW
News and information for improving IT experiences. Ticket Volume connects a community of Service Management professionals with new ideas and perspectives. Powered by InvGate. New episodes soon!
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Frequently Asked Questions
How many episodes does Ticket Volume - IT Podcast have?
Ticket Volume - IT Podcast currently has 114 episodes available on PodParley. New episodes are automatically indexed when they're published to the podcast feed.
What is Ticket Volume - IT Podcast about?
News and information for improving IT experiences. Ticket Volume connects a community of Service Management professionals with new ideas and perspectives. Powered by InvGate. New episodes soon!
How often does Ticket Volume - IT Podcast release new episodes?
Ticket Volume - IT Podcast publishes regularly with 114 episodes available. Check the episode list for the typical release schedule.
Where can I listen to Ticket Volume - IT Podcast?
You can listen to Ticket Volume - IT Podcast on PodParley by clicking any episode. We provide an embedded audio player for direct listening, and you can also subscribe via your preferred podcast app using the RSS feed.
Who hosts Ticket Volume - IT Podcast?
Ticket Volume - IT Podcast is created and hosted by InvGate.
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