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 come from and where we are at today. With this in mind, and looking to drive away from unnecessary fear and uncertainty, first he explores the present context and work conditions...

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 is that your plan can be nurtured with multiple perspectives. The drawback is that you can get caught up in complex terminology and never implement said plan.Working with...

Register for our next live webinar to discuss multidisciplinary ITSM projects 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 mean obsessing over which one is better or finding a perfect fit and following it blindly. For this, he explains how organizations...

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 topic, and we have also witnessed a more profound shift towards experience, as well as a focus on capabilities and measuring value. And since we're not fortune-tellers, we...

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 she dives into the method’s main elements, including the eight solve and evolve processes, the core concepts, and the four principles that guide the whole system. To conclude,...

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 to expand their expertise and get into something new. To finish off, she brings up the work she does with data analysis, focusing on root cause analysis and the importance of...

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 the design process to make it accurate and complete from the start. David also talks about the Navvia Process Designer, his own software company, and touches on some of the most...

When looking to improve ITSM processes, Ryan argues that the focus should be put on learning from practice. He shares his experience of ten years as an ITSM consultant, pointing out how important it is for organizations to look inwards, avoid working on autopilot, analyze the why’s behind their operations, and, when possible, come to their own conclusions for where and how to improve. To finish off, Ryan touches on knowledge sharing, identifying the need for it to be short, functional, and...

A proper Knowledge Management strategy is essential to an efficient IT support offering. However, achieving this may present some challenges. It requires time, effort, consistency, and, most importantly, to create awareness of its relevance. But all hope is not lost! In this live session, Liz Bunger and Michelle Stumpf dive deep into the factors determining Knowledge Management success, including the Knowledge-Centered Support function, the knowledge funnel, and the path from knowledge to an...

Neal Travis brings on the importance of building community, fostering strong relationships, and encouraging effective communication within a Customer Support team. He shares his current experience in AIHR, focusing on the work he does to motivate connections and share knowledge throughout the support team. Neal also talks about his experience with Support Driven, a community for Support professionals, and how his participation allows him to grow and improve in his day to day tasks. Neal...

Have you ever wanted to leave your current position and become an ITSM consultant? Here’s a little help in that direction! ITSM independent consultant and mentor Sophie Hussey shares her work process and how ITIL4 continues to provide a solid structure that allows organizations to focus on simplifying processes and finding what really is adding value to their workplace. For this, she specifically points out the importance of Change Enablement and Risk Management and lists other frameworks and...

Help desk staffing gets more and more complex over time. How do you know when to hire, how to hire, and how many people to hire at the service desk? If you don't know, we have a panel to try to answer that for you! Jacob White, Kincy Clark, Simone Jo Moore, Daniel Breston, and Matt Beran discuss staffing for service, available models, and training to build the best IT support team. Jacob White is a Consultant/Advisor with a rich background in Sales and Support. Before that, he was the Head...

The power of emotional intelligence capabilities in leadership shouldn’t be underestimated. Building upon her experience in IT and in learning and development, Deborah Monroe makes the point that strong psychological awareness and a people-centric approach can take you a long way. And, not only that, but it is also measurable and science-based information that has to be taken seriously. To finish off, she shares some practical insights on her experience with HDI training. Deborah Monroe,...

Following simple, straightforward, and adaptable rules to design Service Management processes was what Stefan Kempter had in mind when putting together the YaSM (Yet Another Service Management Model). However, as the name smartly implies, this idea doesn’t stand alone. Here, Stefan shares the process behind the making of the model, how it brings together different ITSM framework principles, and what organizations get from implementing it, including documents, templates and diagrams that avoid...

Abby Sininger is taking her first steps in IT having landed an internship as support analyst at GRE and shares her insights into what it’s like working on the front line of a help desk. As a young adult making her way into this field of work, she talks about which skills she believes are most important for the job, her educational background and current studies, and how she first got interested in tech through the program Women in STEM. Finally, Abby gives out some advice for people with...

ITSM is all about serving the people. And that counts for both sides of the equation. IT industry veteran James Gander walks us through the power of simulations in ITSM training and service desk environments. He highlights their ability to encourage communication and collaboration amongst teams, and real-life experiences over pure books and theory. He also shares some recent projects, such as The Project Phoenix and MarsLander, and examples of remote simulations. James Gander has over 30...

There's no point denying that IT Asset Management is a vital business process. However, implementing a strategy and improving it is no easy task. Matt Beran and David Foxen go over the most common ITAM challenges (and how to solve them). Plus, David's vast experience on the topic helped him collect (and share!) some epic fails, stories, and learnings. David Foxen has dedicated his career to IT Asset Management. He's the Founder and Principal Consultant for SAM Beast Consulting Ltd and was...

Co-founder of the ITSM Academy almost 20 years ago, Lisa Schwartz knows a thing or two about how to effectively train help desk staff in their jobs. Here, she goes through the training approach that went from classroom to microlearning, highlighting however the importance of not losing the sense of community. She also shares some practical strategies to stay relevant in teaching, such as adapting to different learning types and undergoing simulations and role changings. Finally, for the...

How do you build a strong team culture? And what makes up solid leadership to do so? Gregg Gregory, a practiced expert, provides some key points on teamwork and guiding positions, and how to keep up both productivity and morale across the workplace. He goes through the foundations of what makes up an efficient team: teamwork, team culture, leadership, ground rules, and shared core values. He also shares some advice for leaders, such as the importance of sharing the whys, adapting to changing...

Hardware and Software Asset Management are the two sides of the IT Asset Management equation. This means, one simply can’t exist without the other. ITAM professional David Foxen takes us through the importance of IT Asset Management and where both practices stand today, especially after the pandemic, the steady movement towards remote work, and the supply chain issues that were faced along 2021. He points out how central being mindful about HAM has become for cost saving opportunities and the...

Building upon his own work at Power Design and his years of research on the topic, Joshua Nelson dives into the world of Experience Management (XM) and the different processes it works along. He goes through some key components to put it into practice and develop an XM strategy, such as the single point of contact for end-user experiences, XLAs, the relative importance of metrics (and which ones are worth looking out for), and the value of relationship building. Joshua Nelson is Director of...

There are various phases of improving Service Management. However, the path might not be entirely clear. But worry not because in this Ticket Volume live episode, Doug Tedder shares an ITSM implementation roadmap! He and Matt discuss where to start, how to mature, and what "good" looks like. Get ready to dive into IT value maximization! Doug Tedder is an IT Consultant and author specialized in helping businesses improve and leverage their use of IT organizations. He currently assists...

Building upon his years of experience with Configuration Management, Allen Dixon gets practical and dives deep into how to build a successful CMDB. He provides insights on what to prioritize through the building process, shining a light on the importance of clean and valuable data, communication with customers, the difference between a CMDB and an inventory, and the significance it has for Change Management. He finally puts together opportunities and gaps for future improvements to look out...

Frameworks are very popular in the Service Management world, and Organizational Change Management (OCM) is no exception. Karen Farris, an expert in the matter, explores the field in the current landscape, where change is becoming more frequent and faster. Based on the guidelines of her published – and recently updated – book, she goes through the OCM framework, explores the OCM process, and provides advice to leaders looking to implement change successfully. Karen Ferris is an Independent...