Service Management Leadership Podcast

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...

In this episode, Jeffrey discusses Part 4 of the discussion on service management best practices. This focused on the leadership aspects 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 Mana...

In this episode, I explore the dramatic transformation of American higher education from an accessible pathway to opportunity in the 1970s to today's debt-laden system. We'll examine the economic drivers behind skyrocketing costs and their far-reaching consequences for individuals, society, and America's global competitiveness.

In this episode, Jeffrey discusses Part 2 of the NextThink Blog: Let’s Talk Numbers: 15 Indispensable Stats about DEX & End-User Computing. This episode is focused on technology disruptions. 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 specializin...

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...

In this episode, Jeffrey discusses Part 3 of the discussion on service management best practices. This focused on Service Request 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 Adviso...

In this concluding segment, James and kengon explore the practical steps for effective AI governance integration. They discuss the importance of comprehensive audits, appropriate resource allocation, reconsideration of metrics, and awareness of international regulations. James also offers valuable recommendations for listeners seeking to deepen their understanding of AI ethics and governance.

In this episode, Jeffrey discusses Part 1 of the NextThink Blog: Let’s Talk Numbers: 15 Indispensable Stats about DEX & End-User Computing. This episode is focused on impacts to digital 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 spec...

In this powerful one-off episode of ServiceNotes , host Rina Brahmbhatt sits down with a remarkable mother whose journey caring for her child with special needs has turned her into a relentless advocate—not only for her family, but for an entire community of home care workers. With raw honesty and heartfelt wisdom, she shares what it's like to navigate complex systems, build support networks,...

In this episode, Jeffrey discusses Part 2 of the discussion on service management best practices. This focused on Incident 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...

In this penultimate segment, James and I delve into risk management approaches for AI implementation, exploring the balance between reasonable precautions and legal liabilities. We discuss the "slippery slope" of unmanaged AI adoption in organizations, contextual challenges across different applications, and practical steps for responsible AI governance.

In this episode, Jeffrey discusses how Service Delivery success will change over the next five years. 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.  ...

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 cha...

In this episode, Jeffrey discusses Part 1 of the discussion on service management best practices. This focused on Change Management/Enablement. 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 Advi...

In this continuation of our conversation, James and I explore the practical implications of AI ethics in organizational contexts. We discuss assessment mechanisms, recruitment bias concerns, emulated empathy risks, the importance of integrating AI governance into existing frameworks, and the emerging legal landscape surrounding AI accountability.

In this episode, Jeffrey discusses how to measure Service Delivery success. 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...

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 cha...

In this episode, Jeffrey discusses a method for service costing. 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.service...

In this episode kengon engages with AI ethics expert James Finister in a thought-provoking discussion about Anthropic's study, suggesting Claude has developed a moral framework. James shares insights on the distinction between AI ethical responses and true moral agency, highlighting the importance of responsible AI assessment.

In this episode, Jeffrey discusses how to map dependencies for 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 websit...

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 cha...

In this episode, Jeffrey discusses a perspective on service management metrics. 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, kengon finishes up his conversation with Tracy Berry on competitive intelligence. This one's a bit shorter than usual. You're welcome! :-)

In this episode, Jeffrey discusses how to operationalize modernization and other 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&#3...

In this episode, Jeffrey discusses a method to Problem Management root-cause analysis (RCA). 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&...