All Episodes

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

[LIVE SESSION] - The Future of IT Service Management

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

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

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

73. Learning From Practice In ITSM, With Ryan Ogilvie

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

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

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

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

70. Emotional intelligence in leadership, with Deborah Monroe

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

[LIVE SESSION] Service and Support Leadership in 2023

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

34. An introduction to Sustainable IT, with Antonina Douannes

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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