With over 13 years of experience, David Cole is passionate about IT service management and its impact. He has held various roles in IT service delivery, including Internet Support Specialist at AT&T, Service Desk Analyst and Lead at enpro Industries, and now IT Director at RadSource Technologies. David focuses on building collaborative teams, gathering metrics, and providing excellent customer service. He believes proper ITSM implementation enhances workflows, communication, and security across organizations.

Get the inside scoop on IT service management from our seasoned guest David Cole. With over 13 years in the trenches, he’s an open book when it comes to optimizing workflows and customer service in IT support. You’ll get David’s takes on help desk vs service desk vs ITSM—hear how they differ and complement each other. David has tested various ITSM platforms, so he’ll share which ones have helped his organization enhance reporting and accountability. And he’ll give us his prediction on how AI will shake up ITSM. Whether you’re new to the field or a longtime leader, this episode is chock-full of actionable advice to step up your IT service management game.