The “ITOps, DevOps, AIOps - All Things Ops” podcast is dedicated to operating and managing modern large-scale IT infrastructures. If you want to learn best prac...
Ep. 49 – 90% First-Contact Resolution: How to Build a Secure, Efficient IT Helpdesk– with Peg Kearney
How do you hit 90% first-contact resolution—and keep it there?In this episode, Elias speaks with Peg Kearney, Director of IT Operations at the University of Arizona College of Nursing, about how her helpdesk team maintains a 90% first-contact resolution rate by hiring top talent and providing them with the right tools and system access. Peg also highlights the importance of treating endpoints as critical infrastructure, managing IT in a HIPAA-compliant environment, and using VR labs to transform nursing education.You'll learn:1. Why endpoints post a major IT risk—and how to protect them2. How to improve first-contact resolution at the helpdesk3. The impact of remote tools on operational efficiency4. Navigating HIPAA compliance during cloud migration5. How VR labs are revolutionizing nursing education___________Get in touch with Peg on LinkedIn: https://www.linkedin.com/in/peg-kearney-574b831/___________About the host Elias Voelker: Elias is the VP for North America at Checkmk. He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons.Get in touch with Elias via LinkedIn or email [email protected].___________Podcast Music:Music by Ströme, used by permission‚Panta Rhei‘ written by Mario Schoenhofer(c)+p 2022, Compost Medien GmbH & Co KGhttps://stroeme.com/https://compost-rec.com/Thanks to our friends at SAWOO for producing this episode with us!
--------
41:45
Ep. 48 - From Surviving to Thriving: How a Major Cyberattack Sparked a Full IT Transformation - with Thomas Klithav Hansen
A major cyberattack led Blue Water Shipping to completely transform its IT infrastructure—and now, they're stronger than ever.In this episode, host Elias Voelker sits down with Thomas Klithav Hansen, Head of IT Operations at Blue Water Shipping, to discuss how the attack became the catalyst for a transformative IT journey. You’ll learn:1. The role of enterprise architecture in driving IT success2. Why product-based IT organizations foster agility and clarity3. How cost and value transparency empowers business decisions4. The importance of aligning user experience with operational metrics___________Get in touch with Thomas Klithav Hansen on LinkedIn: https://www.linkedin.com/in/thomaskh/ ___________Details about Blue Water Shipping: Website: https://www.bws.net/ Industry: Transportation, Logistics, Supply Chain and StorageCompany size: 1,001-5,000 employeesFounded: 1972___________About the host Elias Voelker: Elias is the VP for North America at Checkmk. He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons.Get in touch with Elias via LinkedIn or email [email protected].___________Podcast Music:Music by Ströme, used by permission‚Panta Rhei‘ written by Mario Schoenhofer(c)+p 2022, Compost Medien GmbH & Co KGhttps://stroeme.com/https://compost-rec.com/Thanks to our friends at SAWOO for producing this episode with us!
--------
34:11
Ep. 47 - 35,000 to 130,000 Students in 5 Years: Scaling IT at Internationale Hochschule - with Thomas Singbartl
Since 2019, Thomas Singbartl, Head of Global IT Operations at Internationale Hochschule (IU), has supported the university's astonishing growth journey from 35,000 to 130,000 students.Join host Elias Voelker in this episode as Thomas shares how IT fueled IU’s exponential growth, why the term “digital transformation” no longer applies, and how Syntea, IU’s AI learning companion, is revolutionizing education. He also outlines his vision for AI in IT operations, from process optimization to empowering help desk teams with more meaningful work.You'll learn:1. Similarities and differences between IT in media and education2. How IT enabled IU’s exponential growth during the COVID years3. Why “digital transformation” is no longer a relevant term4. The role of AI in modern education with IU’s Syntea5. Thomas’ vision for AI’s future in IT operations___________Get in touch with Thomas Singbartl on LinkedIn: https://www.linkedin.com/in/thomassingbartl/ ___________Details about Internationale Hochschule: Website: https://www.iu.de/ Industry: Higher EducationCompany size: 1,001-5,000 employeesHeadquarters: Erfurt, ThueringenFounded: 1998 ___________About the host Elias Voelker: Elias is the VP for North America at Checkmk. He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons.Get in touch with Elias via LinkedIn or email [email protected].___________Podcast Music:Music by Ströme, used by permission‚Panta Rhei‘ written by Mario Schoenhofer(c)+p 2022, Compost Medien GmbH & Co KGhttps://stroeme.com/https://compost-rec.com/Thanks to our friends at SAWOO for producing this episode with us!
--------
31:27
Ep. 46 - IT for the City of Atlanta: Building Scalable and Resilient Systems - with Tameka Neely-Dudley
What can we learn about resilience, scalability, and workforce development from the IT organization of the 6th-largest metro in the US?In this episode, Tameka Neely-Dudley, Director of IT Infrastructure Operations and Service Delivery for the City of Atlanta, shares insights from her nearly 25-year career, beginning as an intern and growing into a key leader managing Atlanta's complex IT landscape. Tameka reveals how her early experience preparing for Y2K laid the groundwork for building resilient systems, scaling IT services for a booming metro area, and using internships to attract and develop diverse tech talent.You'll learn:1. How Y2K lessons shape today’s continuity planning2. Strategies for scaling IT in a fast-growing metro3. The power of internships in recruiting IT talent - in the public sector and beyond___________Get in touch with Tameka Neely-Dudley on LinkedIn: https://www.linkedin.com/in/tameka-neely-dudley-565018177/___________Details about the City of Atlanta: Website: https://www.atlantaga.gov/ Industry: Government Administration Company size: 8,000+ employees Headquarters: Atlanta, Georgia, USA Founded: 1847___________About the host Elias Voelker: Elias is the VP for North America at Checkmk. He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons.Get in touch with Elias via LinkedIn or email [email protected].___________Podcast Music:Music by Ströme, used by permission‚Panta Rhei‘ written by Mario Schoenhofer(c)+p 2022, Compost Medien GmbH & Co KGhttps://stroeme.com/https://compost-rec.com/Thanks to our friends at SAWOO for producing this episode with us!
--------
31:10
Ep. 45 - The Metrics That Matter: Optimizing ITSM by Focusing on Customer Effort – with Huseyin Uysal
Which KPIs really matter in IT Service Management?In this episode, Elias sits down with Huseyin Uysal, Head of Global Service Desk at ISS, to uncover what separates successful IT service management from the rest. With a wealth of experience managing global teams and optimizing IT processes, Huseyin reveals the metrics that really matter, how customer effort is often overlooked, and the strategies his team used to slash ticket resolution times in half despite a surge in ticket volumes.You'll learn:1. Which KPIs actually drive value in IT service management (and which don’t)2. Why focusing on "customer effort" is crucial for IT support success3. How to handle a threefold increase in ticket volume without losing control4. The key lessons from bringing outsourced tasks back in-house5. How empowering your team can drastically cut ticket resolution times___________Get in touch with Huseyin Uysal on LinkedIn: https://www.linkedin.com/in/huysal89/ ___________Details about ISS:Website: https://www.issworld.com/enIndustry: Facilities ServicesCompany size: 10,001+ employeesHeadquarters: Copenhagen, Denmark___________About the host Elias Voelker:Elias is the VP for North America at Checkmk. He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons.Get in touch with Elias via LinkedIn or email [email protected].___________Podcast Music:Music by Ströme, used by permission‚Panta Rhei‘ written by Mario Schoenhofer(c)+p 2022, Compost Medien GmbH & Co KGhttps://stroeme.com/ https://compost-rec.com/ ___________Thanks to our friends at SAWOO for producing this episode with us!
The “ITOps, DevOps, AIOps - All Things Ops” podcast is dedicated to operating and managing modern large-scale IT infrastructures. If you want to learn best practices from other Leaders in IT operations, this show is for you. Each episode features an interview with a senior IT executive or Thought Leader, discussing topics like: 1. How to manage the increasing complexity of hybrid IT infrastructures 2. How to effectively leverage automation to “do more with less” 3. Getting the most out of monitoring and observability for hybrid IT infrastructures 4. Managing ITOps and DevOps teams
Listen to ITOps, DevOps, AIOps - All Things Ops, All-In with Chamath, Jason, Sacks & Friedberg and many other podcasts from around the world with the radio.net app
Ireland