LinkedIn’s rising IT-service-management voice Paul Brandvold joins HappySignals host Sakari Kyrö to unpack why plain-language storytelling, real-world leadership, and a healthy dose of common sense are reshaping how internal IT support shows value. From the hidden pressures driving talent away to the grassroots expertise you’ll need when rolling out AI, Paul shares practical lessons every CIO, IT director, and service-desk lead can act on today.

Key Take-aways

• Storytelling cuts through ITSM jargon. Simple analogies turn “boring” concepts into messages people remember.
• Common sense beats framework dogma. Follow ITIL where it helps, but bend the rules when reality demands it. 
• Heroes are curious, service-minded “yes people.” They learn fast, step outside comfort zones, and keep teams resilient. 
• Listen to the grassroots on AI. Front-line agents understand user pain far better than top-down strategy decks. 
• Business stakeholders must see ITSM as a partner. Empathy and appreciation turn “thankless” support into joint value creation. 
• Relentless upskilling is non-negotiable. Automation will claim repetitive tasks, but opens new roles for people who adapt.

Resources & Links mentioned

• Paul Brandvold on LinkedIn – follow his daily ITSM insights ⁠https://www.linkedin.com/in/paulbrandvold⁠
• ITIL® Home – official site for the IT service-management framework Paul references ⁠https://www.axelos.com/best-practice-solutions/itil⁠

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