Ticket Volume - IT Podcast

Your resume should be more like a brochure — and less like a research paper. Robert Fedoruk (ServiceNow expert and a.k.a. The Duke) gives unfiltered advice on how to make your resume stand out from the pile. Spoiler alert: it all has to do with outcomes. A self-described big mouth, Robert Fedoruk is known for being blunt and speaking his mind. He has over 14 years of experience in the ServiceNow e...

What do experience, ESM, and leadership have in common? Jason Wischer — consultant at KANINI and renowned leader — expands on the relations between these areas and gives a few tips on how to mix perspectives to be a good leader. So, if you want to make purple, listen on! Jason Wischer is an advisor and consultant at KANINI, passionate about customer experience. Before becoming a freelance consulta...

Why does experience management work so well? From org change to service management and an optimization framework, Alan Nance (XLA Collab) answers the questions about this newly popular approach to improving services and products. Alan Nance is a leader in Experience Management, specifically in XLAs. He is the Co-Founder and President of XLA Collab, Advisory Board Member for HAL24K, and External Ad...

Trend or fad? Mauricio Corona (BP Gurus) has been following AI uses throughout the world, from Mexico to the Middle East. He bedazzles audiences by showing how humanoids can provide service, including in the ITSM industry. In this talk with Matt, he shares global trends on ITSM, enabling products and services using artificial intelligence, and implementing robots as part of an omnichannel communic...

Who's better to talk about IT4IT than one of the framework creators? Lars Rosen spills the beans about what to expect from IT4IT version 3.0, shares his experience using the standard, and even walks down memory lane to explain to Matt how such a collaborative work is pulled off. It all started with an idea no one wanted to listen to and ended up being a robust alternative to ITIL. And here's the s...

Megan Engels' (VP of IT Support for Peoples Bank) answer to "What keeps you coming back to work every week?" fires up a much-needed talk about the people on the service desk. How to approach them, how to motivate them, what soft skills are essential, and how to know if this is the job for you. A key episode for managers and agents alike. Megan Engels is the IT Support Manager for Peoples Bank. She...

Kevin Clark (ITSM consultant) has quite a unique career path. Along with Matt, they tried to figure out where good service comes from (spoiler alert: everywhere!). Catch their full talk on ITIL, difficulties of ESM, and the basis for a great ITSM solution. Kevin Clark has 15 years of experience in IT service. He's a self-described passionate advocate for excellence and quality in Service Managemen...

Aaron Davenport, Software Asset Manager at HCA, breaks down software asset management and talks first steps, roadblocks, GDPR, and certifications. He even surprised Matt with an asset management strategy walkthrough! Aaron Davenport is a software asset management specialist, process owner, and organizational change expert. He also has an MBA in IT Business Administration. He's currently a senior c...

Suresh GP (Top 25 Influencer in ITSM and Global Ambassador of the DevOps Institute) goes beyond service management to discuss with Matt how to bring value to a business through DevOps and SRE. Plus, he digs into customer experience and teases an opportunity for IT to stay relevant. Suresh GP is a founder and managing director at TaUB Solutions. He has more than 19 years of IT experience in areas s...

Matt and Rae Ann Bruno (ITIL, metrics, and processes trainer and consultant) deep dive into user experience to explain what Experience Level Agreements are and why they matter. Plus, they reflect on the relationship between SLAs and XLAs and answer the crucial question of who should be in charge of implementing them. Rae Ann Bruno has over 15 years of management experience, with an emphasis on pro...

Not everyone can lead; some people are just drawn to it. NJ Robinson (expert in IT leadership) joins Matt to explore how leading in IT is different, the three types of team members, and how to adapt to each one. NJ is a collaborative, forward-thinking IT leader with a 10-year track record of applying leadership, communication, and problem-solving skills to transform under-performing teams and make...

Governance is a balancing act of speed and risk. Best Buy's Dan Aragon certainly has some experience on this topic, and he doesn't hesitate to share! Join Matt and Dan's discussion on managing processes, maturity, governance, and incident management for a take on those subjects. Dan Aragon is a passionate and caring service management practitioner experienced in building practical and successful s...

What is, what isn't, what should be and what shouldn't be service management. Join Matt on a philosophical chat about IT with the former IT Skeptic - yes, we asked what happened with our favorite blog (and he answered!). Rob England is known for contributing to ITIL Service Strategy, The Unicorn Project, The Agile Manager, Open Management, The DevOps Handbook, and as the lead author of the VeriSM...

Join IT Industry Analyst Matt Beran to chat about service management, technology, business, and news and trends for improving IT experiences in general. Every week, he discusses a different topic with an IT leader - from ITSM and cybersecurity to networking and more! Never miss an episode by subscribing to our profile. Ticket Volume is powered by InvGate, your gateway for better IT.