News and information for improving IT experiences. Ticket Volume connects a community of Service Management professionals with new ideas and perspectives. Power...
99. Designing IT Services That Build Trust: Georgina Otubela on Service Design & Incident Management
In this episode of Ticket Volume – IT Podcast, Matt Beran is joined by Georgina Otubela, Service Delivery Manager at Vita Bank, to dive deep into service design, incident management, and the role of trust in IT services. Gabriela shares her insights on how IT teams can build strong relationships with users, respond effectively to incidents, and balance automation with human interaction to create better service experiences.Here’s a sneak peek:1. Why trust is the foundation of great IT services.2. How to improve incident management by focusing on communication.3. The role of automation in freeing up IT teams—and when not to use it.4. Why transparency and accountability are key to service recovery.5. How to recognize when you’ve designed a truly great IT service.Tune in for an insightful conversation packed with real-world advice for IT professionals looking to enhance their service management approach. Don’t forget to like, subscribe, and share your thoughts in the comments!#ServiceManagement #ITSM #IncidentManagement #Automation #ITLeadership #ITServiceDesign #CustomerExperience #ITTrust #TicketVolume #Podcast
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30:36
98. IT Recycling done right: Alicia Syx on secure & sustainable ITAD
In this episode of Ticket Volume – IT Podcast, Matt Beran sits down with Alicia Syx, IT Asset Disposition (ITAD) expert at Sycamore International, to expose the hidden risks and overlooked opportunities in IT recycling. From data security failures to unexpected financial benefits, Alicia reveals what most companies get wrong about disposing of their old tech—and how to fix it.Here’s a sneak peek:1. The shocking reality of IT asset graveyards and untracked tech.2. Why ""wiping a hard drive"" isn’t enough to keep your data safe.3. The certifications that separate responsible IT recycling from risky disposal.4. How companies can turn old tech into cash instead of paying to get rid of it.5. The environmental impact of short-lived devices (and what to do about it).If your company still handles IT disposal like an afterthought, this episode will change your perspective. Listen now to learn how to protect your data, save money, and make IT recycling work for you!Don’t forget to like, subscribe, and share your thoughts in the comments! How does your organization handle IT recycling?#ITRecycling #ITAD #DataSecurity #TechDisposal #Ewaste #SustainableIT #ITAssetManagement #SecureIT #TicketVolume #Podcast
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29:00
97. What Organizational Governance Really is: Insights From Valence Howden
Governance—it’s a term we hear all the time in IT and business, but do we really understand it? In this episode of Ticket Volume – IT Podcast, Matt Beran sits down with Valence Howden, Advisory Fellow at InfoTech Research Group, to break down governance, its misconceptions, and how it can truly enable organizations instead of holding them back.Here’s a sneak peek:1. What governance really means (hint: it’s not just bureaucracy).2. How to spot healthy vs. unhealthy governance in your organization.3. Why governance should be an enabler, not a roadblock to change.4. The role of governance in IT teams, Change Management, and risk mitigation.5. How to fix broken governance and make it work for your business.If governance has ever felt like a frustrating set of rules instead of a strategic advantage, this conversation is for you. Tune in now to rethink how governance impacts IT, decision-making, and organizational success!Don’t forget to like, subscribe, and share your thoughts in the comments! Have you experienced great (or terrible) governance in your organization? Let’s discuss!#OrganizationalGovernance #ITGovernance #ITLeadership #GovernanceFramework #ChangeManagement #DigitalTransformation #TicketVolume #Podcast
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26:53
96. The Power of SLAs: Linda Lenox on Bridging Business and IT Through Meaningful Metrics
In this episode of Ticket Volume, Matt Beran welcomes Linda Lenox, a Service Management expert with decades of experience transforming IT operations. Together, they dive into the art and science of crafting meaningful Service Level Agreements (SLAs) that align with business objectives, foster collaboration, and empower service desk teams. From overcoming the fear of SLAs to leveraging them as tools for continuous improvement, Linda shares actionable insights and real-world examples to inspire IT leaders.
Here’s a sneak peek:
1. Why SLAs shouldn’t be a “stick” for service desk agents.
2. The importance of starting SLA discussions with current metrics.
3. How SLAs can bridge the gap between IT and the business.
4. Tips for balancing metrics like first call resolution and call times.
5. Using SLAs as a tool for service improvement, not just measurement.
Tune in for an engaging conversation packed with practical advice for IT pros, service management leaders, and anyone striving to make SLAs a business enabler. Don’t forget to like, subscribe, and share your thoughts—we’d love to hear from you!
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32:43
95. The Road to Zero Incidents: John Gordon on Preventative Incident Management
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 prevention, helping IT teams reduce downtime and improve user satisfaction.
Here’s a sneak peek:
1. Why zero incidents should be every IT team’s goal.
2. The role of telemetry and automation in proactive IT operations.
3. How redefining SLAs can drive a preventative mindset.
4. The challenge of measuring hidden ROI—and why it’s worth it.
5. Lessons from HP’s success with preventative strategies.
Tune in to learn how preventative Incident Management can transform your IT approach and hear actionable advice from one of the industry’s leading voices. Don’t forget to like, subscribe, and share your thoughts in the comments!
News and information for improving IT experiences. Ticket Volume connects a community of Service Management professionals with new ideas and perspectives. Powered by InvGate. New episodes every other week!
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