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. Don’t miss out! What do you think of this episode? How are you using AI in ITSM? Let us know. See you in the next episode ..read more

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 episode, our host, Matt Beran, engages in a dialogue with Sophie and Lucy about the challenges women face in the ITSM world, the importance of building community to achieve goals, and delves into the details of Women of ITSM ..read more

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 to meet the deadline, don't worry. We've gathered three specialists to guide us through the process. Throughout this episode, Morten Eeg Ejrnæs Nielsen, Wathagi Ndungu, and Gennady Kreukniet engage in a dialogue with our host Matt Beran about NIS2 implementation and its primary c ..read more

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 relationships between Compliance Management and ITAM. Bringing the episode to an end, Jordan shared the principles of the Dragonfly Construct, his personal theory that provides a new format for strategic management and process improvement. Jordan Thurston is the Senior Vice Presiden ..read more

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 do — and that's both exciting and frightening. But regardless of how we feel about it, there's a unifying thought popping into every leader's mind, "If we don't know how this will evolve, how can I prepare for it?" Gene Kim, author of "Wiring The Winning Organization," is here to he ..read more

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