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!

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