The IT Experience Podcast

97. The state of ITXM/ITSM in the USA, with Matt Beran

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Matt Beran, Host of Ticket Volume podcast and InvGate Product Specialist joins us to speak about the state of IT Service Management in the US, what the Americans do well and where they struggle. In this conversation, we come across interesting differences and similarities between regional ways of doing ITSM and generally applicable principles that help IT teams provide better services and experiences to the end-users. 

Key Takeaways 

  • The most difficult part of ITSM is dealing with people
  • Getting the basics right matters… a lot!
  • Unless IT is willing to really listen to the end-users, it is unlikely that improvements will have real world impact on end-users experience of IT.  
  • Involving end-users in the creation of support articles leads to articles that real end-users understand and can use.
    • Ticket Volume podcast: https://invgate.com/ticket-volume/
    • Matt Beran on Linkedin: https://www.linkedin.com/in/mattberan/


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      HappySignals YouTube Channel: ⁠⁠https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA⁠⁠

      Take the ITXM Foundation Course here - ⁠⁠https://www.happysignals.com/itxm-foundation⁠

      Read more about HappySignals ITXM Framework here - ⁠⁠https://www.happysignals.com/itxm-framework-it-experience-management⁠⁠

      Learn more about HappySignals - ⁠⁠https://www.happysignals.com/⁠⁠

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