Service Management Leadership Podcast

In this episode, Jeffrey discusses Part 5 on IT Experience from the Happy Signals 2025 Benchmark Report. This episode is on the topic of IT support channels. 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 Manage...

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 c...

In this episode, Jeffrey discusses the ITIL4 Guiding Principles 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.servicem...

In this episode, Jon Hansen and I continue our in-depth exploration of collaboration and interconnectedness, examining how organizations can transition from reactive to proactive thinking. We discuss pandemic preparedness, tariff wars, the "strand commonality" theory, and practical strategies for building curiosity-driven cultures that embrace collective impact over individual optimizati...

In this episode, Jeffrey discusses Part 4 on IT Experience from the Happy Signals 2025 Benchmark Report. This episode is on the topic of experience during requests. 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...

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 c...

In this episode, Jeffrey discusses the ITIL4 4 Dimensions of Service Management 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...

In this episode, Jeffrey discusses Part 3 on IT Experience from the Happy Signals 2025 Benchmark Report. This episode is on the topic of experience during incidents. 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, Asse...

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...

A brief discussion about the tension between innovation and improvement Each week, Jeffrey will either be sharing his knowledge or interviewing guests from the technology, Service Management, or Business Continuity leadership communities.  Stay tuned as tomorrow's show is one you will not want to miss. Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in S...

In Episode 60, I sit down with Jon, a procurement expert with over 40 years of experience, to explore why organizations struggle with collaboration and communication. Through compelling real-world examples, Jon demonstrates how breaking down silos and engaging stakeholders can transform performance from failure to exceptional success.

In this episode, Jeffrey discusses Part 2 on IT Experience from the Happy Signals 2025 Benchmark Report. This episode is on IT Support. 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, an...

In this episode, Jeffrey discusses ITSM Assessments 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...

In this episode, Jeffrey discusses Part 1 on IT Experience from the Happy Signals 2025 Benchmark Report. This episode is the preview to the series with great nuggets thrown in. 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 Manag...

In this episode, Jeffrey discusses that you are doing service management even if you do not call it service management 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 Contin...

In this episode, Jeffrey discusses Part 2 on how to build a business continuity program 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...

In this episode, Jeffrey discusses ITIL4 Practices 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....

In the final segment of our conversation, David Flesh and I explore how to transform fear-driven reactions during economic storms into strategic opportunities. We discuss moving beyond traditional cost-cutting to build stronger stakeholder relationships, drive innovation, and position IT as a value driver rather than a cost center.

In this episode, Jeffrey discusses Part 1 on how to build a business continuity program 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 web...

In this episode, Jeffrey discusses a funny story regarding user experience 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 w...

In Episode 58, David Flesh and I continue our discussion on navigating economic uncertainty, focusing on practical strategies for IT leaders. We explore rigorous project evaluation, vendor partnership assessment, contract optimization, and redefining "wins" to emphasize stakeholder value and organizational mission alignment over traditional cost-cutting approaches.

In this episode, Jeffrey discusses Part 4 of the NextThink Blog: Let’s Talk Numbers: 15 Indispensable Stats about DEX & End-User Computing. This episode is focused on software usage. 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 Ser...

In this episode, Jeffrey discusses a funny story regarding partially-completed projects 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...

In this episoe, kengon sits down with David Flesh, founder of DCF Consults and veteran IT leader with over 30 years of experience. They explore strategies for navigating economic uncertainty, moving beyond cost-cutting reflexes, and how IT organizations can maintain strategic value while weathering financial storms through customer-centric approaches.

In this episode, Jeffrey discusses Part 3 of the NextThink Blog: Let’s Talk Numbers: 15 Indispensable Stats about DEX & End-User Computing. This episode is focused on unseen issues. 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 Serv...