Service Management Leadership Podcast

In this episode, kengon wraps up his conversation on career management with Shane Carlson. This is a little bit longer than normal, so prepare yourself!

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 knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity servi...

Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or anyone looking to optimize their organization's processes. We deliver valuable insights every week with expert interviews, and practical tips to help you succeed. Each episode explores different aspects of service management—from organizational ch...

This episode is about growth and pursuing it for happiness Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagem...

In this episode, kengon talks with his long-time friend and colleague Shane Carlson about "career management" and whether that is "still a thing"

This episode is part three of a three-part interview with CD expert, Bryan Finster, discussing the CrowdStrike outage Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continu...

In this special season finale of Service Notes , we bring back Rhonda Downing for a more personal conversation. Throughout this season, Rhonda has shared her extensive experience and wisdom in IT Service Management, but in today’s episode, we take a step back to learn more about the person behind the professional. Join us as Rhonda opens up about her life beyond IT, sharing personal stories, her g...

This episode is about service delivery Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.   Jeffrey ha...

In this episode, sit with kengon for a bit and let's spend a little time thinking about resources for AI Risk Management!

This episode is part two of a three-part interview with CD expert, Bryan Finster, discussing the CrowdStrike outage Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuit...

In this Episode I and Rhonda briefly discuss the importance of Organizational Change Management, and whether Rhonda has any favorite OCM tool? Listen to find out :)

This episode is about digital transformation Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.   Jeff...

This episode is part one of a three-part interview with CD expert, Bryan Finster, discussing the CrowdStrike outage Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuit...

In this episode, Rhonda offers some truly valuable advice for newcomers entering the world of service management. Her key message? Roll up your sleeves and dive in—do what you love and enjoy the process. It's about getting hands-on and embracing the challenges that come your way. Rhonda also highlights the importance of having a coach or a mentor to guide you through your journey. These relati...

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 knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services...

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 Among the Dragonflies, How Leaders Streamline Efficiencies Through Process Improvement.” Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leaders...

In this episode of "Service Notes," we continue our conversation with Rhonda Downing, a seasoned professional in IT Service Management. Rhonda shares her experiences of staying focused and tackling some of the challenges in her career and the lessons she's learned, including the meaning of 'so many different ways to skin a cat.' Don't miss next week's episode, where R...

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 knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services....

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 learned along the way. If tech entrepreneurship is of interest to you, this is an episode you won't want to miss!

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 the Dragonflies, How Leaders Streamline Efficiencies Through Process Improvement.” Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadershi...

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 with Rhonda Downing, the go-to Change Expert. Last week, we explored various change models and how Rhonda found herself managing complex changes on a global scale. For her, people are the core of successful change management, and she’s mastered the art of ma...

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 knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services....

In this episode, kengon wraps up his conversation with Andrew Davis on his book "Flow Engineering." It's slightly longer than usual, so grab a drink and/or snack and settle in for some fun!

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 the Dragonflies, How Leaders Streamline Efficiencies Through Process Improvement.” Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadershi...

Do you want to know the difference between OCM and Technical Change, and the skills required to perform these roles? Listen now :)