Service Notes

Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or anyone looking to optimize their organization's processes. We deliver valuable insights every week with expert interviews, and practical tips to help you succeed. Each episode explores different aspects of service management—from organizational change to technical transformations—while keeping the conversation engaging and relatable. With a mix of industry expertise and real-world stories, Service Notes is here to guide you through the challenges and triumphs of creating outstanding service experiences.

In this episode we speak to Paul, the Founder and CEO of Halo ITSM, and discuss his personal journey, navigating a career in Service Management, and his unique take on AI in Service Management.

Episode Highlights:

• From Rural Scotland to a Billion-Dollar Valuation: Paul shares how his IT career began 21 years ago doing a bit of everything in the north of Scotland, which eventually led to building Net Help Desk and later rebranding it to Halo ITSM.
• University vs. Hands-On Experience: Paul and Rina discuss whether traditional university degrees are still necessary, and how throwing young professionals into the deep end at Halo often results in phenomenal, rapid growth compared to classroom learning.
• Disrupting the Enterprise Giants: Learn how Halo ITSM is taking on massive incumbents like ServiceNow and Salesforce. Paul explains their 100% product-led strategy, which relies on organic word-of-mouth growth rather than funding massive, inefficient outbound sales teams.
• Transparent Pricing and Halo Impact: In a rare industry move, Paul explains how Halo actually lowers its prices as its revenue scales. He also introduces "Halo Impact," a charitable initiative committing $10 million in free licensing to major organizations like the Red Cross, UNICEF, and Oxfam.
• Building a "Maverick" Culture: Inspired by Ricardo Semler's book Maverick, Paul discusses building a company built on deep trust, autonomy, and an absolute lack of segregation of duties—meaning no one is "too important" to do administrative work, and everyone is invested in the company's success.
• Staying Grounded in a Fast-Paced Industry: Despite his massive success and playing tennis with Richard Branson, Paul emphasizes the importance of living a normal life, working standard hours, and relying on the efficiency and resourcefulness ingrained in him during his working-class upbringing.
• The Reality of AI: Paul shares a refreshing, grounded perspective on the current AI hype in enterprise software, viewing it as just one small component of a larger workflow platform rather than the entirety of the business.
• Career Advice: Paul leaves listeners with advice on avoiding the trap of short-term gratification and social media comparisons, urging professionals to focus on themselves and long-term thinking.

Tune in and let's take one note at a time!

Welcome to ServiceNotes, the podcast where we explore ideas, experiences, and leadership shaping the world of IT service management.

In this episode, I interview Anu, a successful entrepreneur and author who transitioned from a background in civil engineering to a high-level career in IT service management. She discusses co-founding her firm, Indry, and her recent move into the AI sector with her new venture, L5. A significant portion of the conversation focuses on her book, "Sticking On," which she wrote to provide career guidance and emotional reassurance to her daughter and other women in technology. Anu shares her "SANE" framework for maintaining sanity through structure, alignment, nourishment, and enjoyment while navigating the "invisible load" of modern work. She also advocates for a "grit to game plan" approach, encouraging professionals to supplement their persistence with clear, actionable milestones. Ultimately, she highlights the importance of family support and staying adaptable as technological landscapes continue to shift.

Let’s begin.

Welcome to ServiceNotes, the podcast where we explore ideas, experiences, and leadership shaping the world of IT service management.

Today’s episode is a special one. Last year, I had the privilege of speaking with Alan Nance, founder of XLA. Alan was widely respected in our industry for his deep expertise, thoughtful perspective, and his willingness to speak honestly about what it really takes to deliver meaningful service experiences.

Recently, we learned of Alan’s passing. As I revisited our conversation, I was reminded of the wisdom he shared not just about service management practices, but about leadership, empathy, and the importance of focusing on the human experience behind every service we deliver.

In this episode, Alan talks candidly about moving beyond traditional metrics, understanding experience level agreements, and why organizations must rethink how they measure success in IT services. His insights remain incredibly relevant for anyone working in service management today.

It was an honor to have this conversation with him, and I’m grateful we can share his voice, perspective, and experience with the community.

This episode is shared in appreciation of Alan’s contributions to the field and the openness with which he shared his knowledge.

Let’s begin.

Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or anyone looking to optimize their organization's processes.

We deliver valuable insights every week with expert interviews, and practical tips to help you succeed.

Each episode explores different aspects of service management—from organizational change to technical transformations—while keeping the conversation engaging and relatable. With a mix of industry expertise and real-world stories,

Service Notes is here to guide you through the challenges and triumphs of creating outstanding service experiences.

In this episode we speak to Tanya Byod and discuss her personal journey, navigating career in Service Management and AI in Service Management.

In this episode you will learn how,

To enhance your knowledge in ITSM, Visit 24 Trainings

Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or anyone looking to optimize their organization's processes.

We deliver valuable insights every week with expert interviews, and practical tips to help you succeed.

Each episode explores different aspects of service management—from organizational change to technical transformations—while keeping the conversation engaging and relatable. With a mix of industry expertise and real-world stories,

Service Notes is here to guide you through the challenges and triumphs of creating outstanding service experiences.

In this episode we speak to Tanya Byod and discuss her personal journey, navigating career in Service Management and AI in Service Management.

In this episode you will learn how,

To enhance your knowledge in ITSM, Visit 24 Trainings

Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or anyone looking to optimize their organization's processes.

We deliver valuable insights every week with expert interviews, and practical tips to help you succeed.

Each episode explores different aspects of service management—from organizational change to technical transformations—while keeping the conversation engaging and relatable. With a mix of industry expertise and real-world stories,

Service Notes is here to guide you through the challenges and triumphs of creating outstanding service experiences.

In this episode we speak to Tanya Byod and discuss her personal journey, navigating career in Service Management and AI in Service Management.

In this episode you will learn how,

To enhance your knowledge in ITSM, Visit 24 Trainings

Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or anyone looking to optimize their organization's processes.

We deliver valuable insights every week with expert interviews, and practical tips to help you succeed.

Each episode explores different aspects of service management—from organizational change to technical transformations—while keeping the conversation engaging and relatable. With a mix of industry expertise and real-world stories,

Service Notes is here to guide you through the challenges and triumphs of creating outstanding service experiences.

In this episode we speak to Tanya Byod and discuss her personal journey, navigating career in Service Management and AI in Service Management.

In this episode you will learn how,

To enhance your knowledge in ITSM, Visit 24 Trainings

Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or anyone looking to optimize their organization's processes.

We deliver valuable insights every week with expert interviews, and practical tips to help you succeed.

Each episode explores different aspects of service management—from organizational change to technical transformations—while keeping the conversation engaging and relatable. With a mix of industry expertise and real-world stories,

Service Notes is here to guide you through the challenges and triumphs of creating outstanding service experiences.

In this episode we speak to Tanya Byod and discuss her personal journey, navigating career in Service Management and AI in Service Management.

In this episode you will learn how,

To enhance your knowledge in ITSM, Visit 24 Trainings

Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or anyone looking to optimize their organization's processes.

We deliver valuable insights every week with expert interviews, and practical tips to help you succeed.

Each episode explores different aspects of service management—from organizational change to technical transformations—while keeping the conversation engaging and relatable. With a mix of industry expertise and real-world stories,

Service Notes is here to guide you through the challenges and triumphs of creating outstanding service experiences.

In this episode we speak to Tanya Byod and discuss her personal journey, navigating career in Service Management and AI in Service Management.

In this episode you will learn how,

To enhance your knowledge in ITSM, Visit 24 Trainings

Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or anyone looking to optimize their organization's processes.

We deliver valuable insights every week with expert interviews, and practical tips to help you succeed.

Each episode explores different aspects of service management—from organizational change to technical transformations—while keeping the conversation engaging and relatable. With a mix of industry expertise and real-world stories,

Service Notes is here to guide you through the challenges and triumphs of creating outstanding service experiences.

In this episode we speak to Tanya Byod and discuss her personal journey, navigating career in Service Management and AI in Service Management.

In this episode you will learn how,

To enhance your knowledge in ITSM, Visit 24 Trainings