Optimizing Service Management in higher education with Vicki Rogers

In this episode of Ticket Volume, Matt Beran sits down with Vicki Rogers, Director of Service Management at Georgia Tech, to explore the unique challenges and opportunities of service management in higher education. From fostering a community of practice across 26 institutions to leveraging data for driving change, Vicki shares her journey of collaboration, leadership, and people-first strategies.

Here’s a sneak peek:

1. How to build a grassroots network for IT collaboration.

2. The importance of data in advocating for IT improvements.

3. Balancing diverse stakeholder needs in higher education IT.

4. Strategies for smaller institutions with limited resources.

5. Why humility and relationships are key to driving organizational change.

Tune in for an inspiring conversation packed with actionable insights for IT leaders and service management pros. Don’t forget to like, subscribe, and share your thoughts—we’d love to hear from you!

In this episode of Ticket Volume, Matt Beran reunites with ITSM legends Rob England, Claire Agutter, and Mark Smalley to explore how 2024 shaped IT Service Management and what trends will define the years ahead. This dynamic conversation revisits last year’s predictions, reflects on the year’s pivotal events, and delves into the evolving landscape of Service Management.

Here’s a sneak peek:

1. Why the open-source model faced challenges in 2024—and what it means for IT teams.

2. How AI is transforming workflows and becoming an integral part of ITSM.

3. The rise of niche professional communities and the shifting role of platforms like LinkedIn.

4. Cybersecurity wake-up calls and strategies for securing IT supply chains.

5. Predictions for 2025, including human-centric ITSM, sustainability, and adaptive frameworks.

Join us for a thought-provoking discussion packed with insights, advice, and a few philosophical gems from three of ITSM’s brightest minds. Whether you’re an IT pro or just curious about the future of Service Management, this episode is a must-watch!

Don’t forget to like, subscribe, and share your take on the trends shaping ITSM in the comments below!

Emotional Intelligence, CX, and Building Community with Luke Jamieson and Michael Mattson

In this episode of Ticket Volume, Matt Beran sits down with CX leaders Luke Jamieson and Michael Mattson to unpack the evolving roles of emotional intelligence and community-building in Customer and Employee Experience. From practical advice for fostering employee engagement to the game-changing impact of tools like AI and observability, this episode delivers actionable insights for modern leaders.

Here’s a sneak peek:

1. Why emotional intelligence is the backbone of CX and EX.

2. The difference between employee engagement and experience (and why it matters).

3. How community-driven projects like Twenty20ish redefine networking.

4. Leveraging AI and Journey AI for better CX strategies.

5. Tips for newcomers starting out in CX and service roles.

Tune in to explore how emotional intelligence and technology can transform the way we work and connect. Don’t miss it!

AI, Leadership, and the Future of Service Management with Ariel Gesto. In this episode of Ticket Volume, Matt Beran sits down with Ariel Gesto, CEO and co-founder of InvGate, to explore the game-changing (and sometimes intimidating) role of AI in IT and business.

From cutting through the hype to discussing how AI can truly enhance Service Management, Ariel shares invaluable insights on staying grounded while leading innovation. You’ll also hear his inspiring story of building InvGate from Buenos Aires into a global leader—and how passion and purpose drive his every decision.Here’s what’s inside:

1. Why fear of AI is holding businesses back.

2. How InvGate’s AI service layer delivers real value (without replacing people!).

3. The right way to adopt AI while maintaining governance and data integrity.

4. Ariel’s journey as a founder—and his advice for future entrepreneurs.

5. Why simplifying workflows can change lives for IT teams. If you’re curious about where AI fits in IT Service Management or want to hear what it takes to lead a global company, this episode is a must-watch!

Don’t forget to like, subscribe, and share your thoughts in the comments. We’d love to hear your take on AI and the future of IT!

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In this episode of Ticket Volume, Matt Beran reconnects with the team behind JAMF’s Service Management Office (SMO) to explore their journey and success stories! Featuring insights from Melissa Dunham, Senior Director of IT Support and Services, along with Kyle Carlson and Minta Wahlers, this conversation sheds light on the practical steps and challenges involved in building a thriving SMO.

1. How Knowledge Management boosts collaboration and efficiency.

Tune in for an inspiring look into JAMF’s SMO and learn valuable strategies to support your own ITSM initiatives.

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Help us improve Ticket Volume by taking our quick year-end survey at this link. Your input will shape our 2025 content! 🎙️✨

Join us as we dive into the latest Ticket Volume - IT podcast episode with the insightful Kenneth "Kengon" Gonzalez! This time, Kenneth, a former Gartner analyst and industry advisor, shares why focusing on organizational capabilities (not just tools!) is the future of IT Service Management and business growth.

If you’ve ever wondered if ITSM is dead, or why Gartner retired its famous Magic Quadrant, this is for you! Get ready for some bold perspectives and a reimagined approach to customer success and organizational improvement.

Here’s a quick sneak peek:

1. Why ITSM tools are losing their edge.

2. The power of organizational capabilities for real impact.

3. Moving from SLAs to XLAs for customer experience that matters.

4. Why maturity models might be holding you back.

5. The surprising reason Gartner retired the Magic Quadrant.

Don't miss out on this refreshing look at ITSM and organizational evolution with Kenneth Gonzalez

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Help us improve Ticket Volume by taking our quick year-end survey at this link. Your input will shape our 2025 content! 🎙️✨

In this episode of Ticket Volume, Matt Beran chats with Shane Carlson, Director of Global Presales Strategic Services at Airtable, about the evolution of Service Management processes. They explore how rigid processes can hold teams back, the shift to more flexible patterns, and the impact of technology on modern workflows.

Discover how agility and outcome-focused strategies are transforming Service Management.

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Share your feedback!

Help us improve Ticket Volume by taking our quick year-end survey at this link. Your input will shape our 2025 content! 🎙️✨

In this episode of Ticket Volume, host Matt Beran dives into the crucial topic of technology and mental health.

Is the IT job market strong or in crisis? Where should you search for jobs? How do you land interviews and stand out? These are the main questions we tackle in this episode of Ticket Volume.

Join us in Episode 85 of Ticket Volume as we delve into the world of Service Management Maturity and Service Desk Certifications with industry experts Joshua Nelson, Alex Harding, and Sarah Jayne Bulley.

Discover the five levels of Service Desk Certifications, their importance in IT Service Management, and how achieving these certifications can elevate your organization's service desk operations.

This episode offers valuable insights and practical advice for IT professionals looking to enhance their service delivery and align with industry best practices.