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 to point out the importance of incorporating people’s singularity and values to the work environment. T ..read more

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 multiple expert team members is a challenge, but it's not impossible. And Jyoti Chopra and Darrel Popowich ..read more

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 and leaders have to focus on adaptation, common sense, and the human factor when it comes to designing stron ..read more

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, she shares some recommendations for what to do with legacy content when adopting the KCS, and lists the ..read more

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 practical to engage with. Ryan Ogilvie has worked for the last ten years as an independent ITSM Coach and ..read more

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 article. Plus, they share tips and tricks for documenting, writing, and measuring. Liz Bunger is the KC ..read more

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 Travis is currently the Support and Admissions Manager for AIHR, an online learning and edtech company, and ..read more

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 strategies that she incorporates to her program. Sophie Hussey has over 20 years of experience in the ..read more

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 of Customer Service at Adaptiva and the Director of Technical Support Engineering at CrowdStrike. Kincy C ..read more

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, also known as the people person in IT, is currently the president of Ignite Achievements International, and ..read more