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Ticket Volume - IT PodcastClaimedEpisodes
InvGate
Ticket Volume - IT Podcast
ClaimedA weekly Technology podcast
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Episodes of Ticket Volume
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Jan 23rd, 2025
In this episode of Ticket Volume, Matt Beran sits down with John Gordon, Senior VP of HP Managed Solutions Division, to explore how preventative Incident Management is reshaping IT operations. With a vision for zero-incident environments, John shares strategies to move from reactive problem-solving to proactive prevent...
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Jan 9th, 2025
Optimizing Service Management in higher education with Vicki RogersIn this episode of Ticket Volume, Matt Beran sits down with Vicki Rogers, Director of Service Management at Georgia Tech, to explore the unique challenges and opportunities of service management in higher education. From fostering a community of pract...
Categories
Dec 26th, 2024
In this episode of Ticket Volume, Matt Beran reunites with ITSM legends Rob England, Claire Agutter, and Mark Smalley to explore how 2024 shaped IT Service Management and what trends will define the years ahead. This dynamic conversation revisits last year’s predictions, reflects on the year’s pivotal events, and delve...
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Dec 12th, 2024
Emotional Intelligence, CX, and Building Community with Luke Jamieson and Michael MattsonIn this episode of Ticket Volume, Matt Beran sits down with CX leaders Luke Jamieson and Michael Mattson to unpack the evolving roles of emotional intelligence and community-building in Customer and Employee Experience. From prac...
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Nov 28th, 2024
AI, Leadership, and the Future of Service Management with Ariel Gesto. In this episode of Ticket Volume, Matt Beran sits down with Ariel Gesto, CEO and co-founder of InvGate, to explore the game-changing (and sometimes intimidating) role of AI in IT and business.From cutting through the hype to discussing how AI can t...
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Nov 14th, 2024
In this episode of Ticket Volume, Matt Beran reconnects with the team behind JAMF’s Service Management Office (SMO) to explore their journey and success stories! Featuring insights from Melissa Dunham, Senior Director of IT Support and Services, along with Kyle Carlson and Minta Wahlers, this conversation sheds light o...
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Oct 31st, 2024
Join us as we dive into the latest Ticket Volume - IT podcast episode with the insightful Kenneth "Kengon" Gonzalez! This time, Kenneth, a former Gartner analyst and industry advisor, shares why focusing on organizational capabilities (not just tools!) is the future of IT Service Management and business growth.If you’...
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Oct 17th, 2024
In this episode of Ticket Volume, Matt Beran chats with Shane Carlson, Director of Global Presales Strategic Services at Airtable, about the evolution of Service Management processes. They explore how rigid processes can hold teams back, the shift to more flexible patterns, and the impact of technology on modern workfl...
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Sep 13th, 2024
In this episode of Ticket Volume, host Matt Beran dives into the crucial topic of technology and mental health. Joined by experts Dr. Erika Torres, Aileen Day, and Emily Hubbard, they explore the challenges tech professionals face, from empathy fatigue to communication breakdowns. Discover actionable insights on ho...
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Aug 29th, 2024
Is the IT job market strong or in crisis? Where should you search for jobs? How do you land interviews and stand out? These are the main questions we tackle in this episode of Ticket Volume. Join host Matt Beran as he dives into the IT job market with experts David Lowe and Stephanie Lundberg. They explore current tr...
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Aug 15th, 2024
Join us in Episode 85 of Ticket Volume as we delve into the world of Service Management Maturity and Service Desk Certifications with industry experts Joshua Nelson, Alex Harding, and Sarah Jayne Bulley.Discover the five levels of Service Desk Certifications, their importance in IT Service Management, and how achievin...
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Aug 1st, 2024
Join us for an enlightening episode of the Ticket Volume podcast as host Matt Beran sits down with Dr. Tuuli Bell, a leading expert in sustainability and Environmental, Social, and Governance (ESG) criteria. In this discussion, they explore the critical role of sustainability across various sectors, including construct...
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Jul 18th, 2024
Join us for a thrilling dive into the world of AI in IT Service Management with expert Daniel Ciolek from InvGate. In this episode, Daniel spills the secrets on how AI is transforming ITSM—from supercharging response times to enhancing document privacy. Get ready for a fun and insightful journey into the future of ITSM...
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Jul 4th, 2024
Are IT professionals really socially awkward? Does rebooting solve everything? Join us in Episode 82 of Ticket Volume as Matt Beran and guests Chris Chagnon, Caitlin Price, and Valence Howden dive into common IT stereotypes.They explore the evolution of IT roles, discuss the industry's gender dynamics, and share how ...
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Jun 13th, 2024
There's a reality we can't deny: the IT world is dominated by men. Fortunately, spaces like Women of ITSM emerge, an online community designed by women for women. Led by Sophie Hussey and Lucy Grimwade, this platform aims to be a safe space to share experiences and grow personally and professionally. In this episod...
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May 30th, 2024
The NIS2 implementation deadline is upon us. Next October, the member states of the European Union and the organizations operating within their territories will need to adapt to this directive.If you work in cybersecurity and still don't know how to start this adaptation process or what needs to be taken into account...
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May 9th, 2024
Ensuring regulatory compliance is an ongoing process that involves constantly adapting to new scenarios. Jordan Thurston, SVP at Citi, broke down what it means to work in Regulatory Portfolio Management and how to incorporate compliance practices into companies successfully. To illustrate this, he also explored the rel...
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May 2nd, 2024
What will the future bring to the workplace — and more importantly, how can organizations start adapting now? It's pretty clear by now that the way of working is changing rapidly. The eruption of generative AI greatly impacted how we see work, and its potential is enormous. There seems to be no limit to what it can d...
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Apr 11th, 2024
Register to our next webinar with Gene Kim to discuss how to wire the organization to adapt to the future here: https://invgate.com/ticket-volume/live/!When it comes to understanding the future of the workplace, Christopher Dancy makes the argument that, before anything else, we have to take a good look at where we com...
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Apr 4th, 2024
Download the 14 ITSM Framework Cheat Sheet here: https://bit.ly/43PAm6z | Register to the next live webinar here: https://bit.ly/3PO6amI.There's no unique way to decide how IT teams manage the delivery of IT services to customers. Multiple frameworks can come into play — and typically, simultaneously.The beauty of it ...
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Mar 14th, 2024
Register to our next live webinar here: https://bit.ly/3Vkzjtm.What do ITSM, BRM, Agile, and Project Management frameworks have in common? Kicking off this year's season of Ticket Volume, David Tomlinson invites us to explore this question. He makes the argument that any successful framework implementation doesn’t me...
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Dec 19th, 2023
Register here to win an "Introduction to ESM" book: https://bit.ly/3RMDADo!Same as every year, December arrives with trends, predictions, and the need to try to take a glimpse at the future. For the IT industry in particular, 2023 brought several changes – and a few game-changers. The eruption of AI is clearly a hot ...
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Dec 7th, 2023
The KCS offers a more collective approach to Knowledge Management through a defined method. Lana Kosnik, trainer in this system, explains here the main elements that make up the Knowledge Centered Service approach. She starts by explaining how the KCS coaching programs operate through a peer-to-peer perspective.Then ...
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Nov 30th, 2023
Based on her experience working with teams to introduce the tool, Mariena shares advice on how to reduce the fear of Generative AI, and some strategies on how to incorporate it into businesses and people's everyday tasks. Along this, she explores the process of upskilling and gives out recommendations for those looking...
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Nov 23rd, 2023
In Service Management, business process design lays the foundation upon which everything else arises. David Mainville makes the point that robust business processes are the starting point of any solid strategy, as they are what brings together the business with IT.He breaks down everything that should be included in ...
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