Service Management Leadership Podcast with Jeffrey Tefertiller

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Each week, Jeffrey will be interviewing guests from the technology, Service Management, or Business Continuity leadership communities. Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, CIO Advisory, and Business Continuity services. The firm's website is www.servicemanagement.us. Jeffrey is an accomplished author with five acclaimed books in the subject area

Jeffrey Tefertiller


    • Jun 19, 2025 LATEST EPISODE
    • weekdays NEW EPISODES
    • 11m AVG DURATION
    • 1,028 EPISODES


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    Latest episodes from Service Management Leadership Podcast with Jeffrey Tefertiller

    Service Management Leadership - ITIL4 Practices

    Play Episode Listen Later Jun 19, 2025 6:13


    In this episode, Jeffrey discusses ITIL4 PracticesEach week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with eight acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

    Ep 59: “Getting Beyond Fear” – David Flesh, Part 3

    Play Episode Listen Later Jun 19, 2025 24:20


    In the final segment of our conversation, David Flesh and I explore how to transform fear-driven reactions during economic storms into strategic opportunities. We discuss moving beyond traditional cost-cutting to build stronger stakeholder relationships, drive innovation, and position IT as a value driver rather than a cost center.

    Service Management Leadership - Part 1 - Building a Business Continuity Program

    Play Episode Listen Later Jun 16, 2025 9:01


    In this episode, Jeffrey discusses Part 1 on how to build a business continuity programEach week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

    Service Management Leadership - User Experience

    Play Episode Listen Later Jun 12, 2025 6:14


    In this episode, Jeffrey discusses a funny story regarding user experienceEach week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with eight acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

    Ep. 58: “Crafting Practical Responses” – David Flesh, Part 2

    Play Episode Listen Later Jun 12, 2025 26:54


    In Episode 58, David Flesh and I continue our discussion on navigating economic uncertainty, focusing on practical strategies for IT leaders. We explore rigorous project evaluation, vendor partnership assessment, contract optimization, and redefining "wins" to emphasize stakeholder value and organizational mission alignment over traditional cost-cutting approaches.

    Service Management Leadership - Part 4 of Series on Digital Experience

    Play Episode Listen Later Jun 9, 2025 5:18


    In this episode, Jeffrey discusses Part 4 of the NextThink Blog: Let's Talk Numbers: 15 Indispensable Stats about DEX & End-User Computing. This episode is focused on software usage.Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

    Service Management Leadership - Improvement Projects

    Play Episode Listen Later Jun 5, 2025 6:45


    In this episode, Jeffrey discusses a funny story regarding partially-completed projectsEach week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

    Ep 57: “Navigating Economic Storms” – David Flesh, Part 1

    Play Episode Listen Later Jun 4, 2025 25:05


    In this episoe, kengon sits down with David Flesh, founder of DCF Consults and veteran IT leader with over 30 years of experience. They explore strategies for navigating economic uncertainty, moving beyond cost-cutting reflexes, and how IT organizations can maintain strategic value while weathering financial storms through customer-centric approaches.

    Service Management Leadership - Part 3 of Series on Digital Experience

    Play Episode Listen Later Jun 2, 2025 5:43


    In this episode, Jeffrey discusses Part 3 of the NextThink Blog: Let's Talk Numbers: 15 Indispensable Stats about DEX & End-User Computing. This episode is focused on unseen issues.Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

    Service Notes - Rina Brahmbhatt and Karen Brush Episode 2

    Play Episode Listen Later May 30, 2025 16:05


    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 Karen Brusch, and discuss her personal journey, navigate career in Service Management and AI in Service Management.Tune in and let's take one note at a time!

    Service Management Leadership - Service Management Best Practices, Part 4 , Leadership in Service Management

    Play Episode Listen Later May 29, 2025 6:30


    In this episode, Jeffrey discusses Part 4 of the discussion on service management best practices. This focused on the leadership aspects of service management.Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

    Ep 56: The Rising Cost of Higher Education - A Vanishing American Promise

    Play Episode Listen Later May 28, 2025 14:33


    In this episode, I explore the dramatic transformation of American higher education from an accessible pathway to opportunity in the 1970s to today's debt-laden system. We'll examine the economic drivers behind skyrocketing costs and their far-reaching consequences for individuals, society, and America's global competitiveness.

    Service Management Leadership - Part 2 of Series on Digital Experience

    Play Episode Listen Later May 26, 2025 5:02


    In this episode, Jeffrey discusses Part 2 of the NextThink Blog: Let's Talk Numbers: 15 Indispensable Stats about DEX & End-User Computing. This episode is focused on technology disruptions.Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

    ServiceNotes - Rina Brahmbhatt and Karen Brusch

    Play Episode Listen Later May 23, 2025 8:18


    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 Karen Brusch, and discuss her personal journey, navigate career in Service Management and AI in Service Management.Tune in and let's take one note at a time!

    Service Management Leadership - Service Management Best Practices, Part 3 , Service Request Management

    Play Episode Listen Later May 22, 2025 4:53


    In this episode, Jeffrey discusses Part 3 of the discussion on service management best practices. This focused on Service Request Management.Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

    Ep 55: “AI: Getting Philosophical” – James Finister, Part 4

    Play Episode Listen Later May 22, 2025 24:10


    In this concluding segment, James and kengon explore the practical steps for effective AI governance integration. They discuss the importance of comprehensive audits, appropriate resource allocation, reconsideration of metrics, and awareness of international regulations. James also offers valuable recommendations for listeners seeking to deepen their understanding of AI ethics and governance.

    Service Management Leadership - Part 1 of Series on Digital Experience

    Play Episode Listen Later May 19, 2025 6:29


    In this episode, Jeffrey discusses Part 1 of the NextThink Blog: Let's Talk Numbers: 15 Indispensable Stats about DEX & End-User Computing. This episode is focused on impacts to digital experience.Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

    Beyond the Call: A Mother's Advocacy and the Heart of Home Care

    Play Episode Listen Later May 16, 2025 26:44


    In this powerful one-off episode of ServiceNotes, host Rina Brahmbhatt sits down with a remarkable mother whose journey caring for her child with special needs has turned her into a relentless advocate—not only for her family, but for an entire community of home care workers.With raw honesty and heartfelt wisdom, she shares what it's like to navigate complex systems, build support networks, and give voice to those who are often overlooked. This episode brings forward the human side of service—where dedication, love, and advocacy intersect.Whether you're in tech, caregiving, or community work, this episode is a moving reminder that service is personal—and that sometimes, the loudest voices for change come from the quietest corners.Listen in for a story that will inspire, challenge, and uplift.

    Service Management Leadership - Service Management Best Practices, Part 2 , Incident Management

    Play Episode Listen Later May 15, 2025 6:57


    In this episode, Jeffrey discusses Part 2 of the discussion on service management best practices. This focused on Incident Management.Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

    Ep 54: "AI: Risky Business?" James Finister, Part 3

    Play Episode Listen Later May 14, 2025 22:13


    In this penultimate segment, James and I delve into risk management approaches for AI implementation, exploring the balance between reasonable precautions and legal liabilities. We discuss the "slippery slope" of unmanaged AI adoption in organizations, contextual challenges across different applications, and practical steps for responsible AI governance.

    Service Management Leadership - Service Delivery Changes Coming In The Next Five Years

    Play Episode Listen Later May 12, 2025 9:32


    In this episode, Jeffrey discusses how Service Delivery success will change over the next five years. Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

    Rina Brahmbhatt and Priyanka Sharma - Final Episode

    Play Episode Listen Later May 9, 2025 15:33


    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 Priyanka Sharma about how she started her career, and what's her hidden talent. Let's get to know the person behind the professional role.Tune in and let's take one note at a time!

    Service Management Leadership - Service Management Best Practices, Part 1 , Change Management

    Play Episode Listen Later May 8, 2025 7:34


    In this episode, Jeffrey discusses Part 1 of the discussion on service management best practices. This focused on Change Management/Enablement.Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

    Ep 53: "Emulated Empathy" - James Finister, Part 2

    Play Episode Listen Later May 7, 2025 27:09


    In this continuation of our conversation, James and I explore the practical implications of AI ethics in organizational contexts. We discuss assessment mechanisms, recruitment bias concerns, emulated empathy risks, the importance of integrating AI governance into existing frameworks, and the emerging legal landscape surrounding AI accountability.

    Service Management Leadership - Measuring Service Delivery Success

    Play Episode Listen Later May 5, 2025 7:47


    In this episode, Jeffrey discusses how to measure Service Delivery success. Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

    Rina Brahmbhatt and Priyanka Sharma - Episode 4

    Play Episode Listen Later May 2, 2025 8:45


    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 Priyanka Sharma about how she started her career, and what's her hidden talent. Let's get to know the person behind the professional role.Tune in and let's take one note at a time!

    Service Management Leadership - How to Calculate Service Costing According to Gen AI

    Play Episode Listen Later May 1, 2025 7:36


    In this episode, Jeffrey discusses a method for service costing. Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

    Ep 52: "The Ethics of AI" - James Finister, Part 1

    Play Episode Listen Later May 1, 2025 25:32


    In this episode kengon engages with AI ethics expert James Finister in a thought-provoking discussion about Anthropic's study, suggesting Claude has developed a moral framework. James shares insights on the distinction between AI ethical responses and true moral agency, highlighting the importance of responsible AI assessment.

    Service Management Leadership - Mapping Dependencies

    Play Episode Listen Later Apr 28, 2025 8:02


    In this episode, Jeffrey discusses how to map dependencies for service delivery. Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

    Rina Brahmbhatt and Priyanka Sharma - Episode 3

    Play Episode Listen Later Apr 25, 2025 8:45


    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 Priyanka Sharma about how she started her career, and what's her hidden talent. Let's get to know the person behind the professional role.Tune in and let's take one note at a time!

    Service Management Leadership - Service Management Metrics According to Gen AI

    Play Episode Listen Later Apr 24, 2025 11:02


    In this episode, Jeffrey discusses a perspective on service management metrics. Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

    Ep 51: "The Wrap Up" - Tracy Berry, Part 3

    Play Episode Listen Later Apr 24, 2025 17:21


    In this episode, kengon finishes up his conversation with Tracy Berry on competitive intelligence. This one's a bit shorter than usual. You're welcome! :-)

    Service Management Leadership - How Best To Operationalize Projects

    Play Episode Listen Later Apr 21, 2025 8:16


    In this episode, Jeffrey discusses how to operationalize modernization and other projects. Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

    Rina Brahmbhatt and Priyanka Sharma - Episode 2

    Play Episode Listen Later Apr 18, 2025 24:02


    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 Priyanka Sharma about how she started her career, and what's her hidden talent. Let's get to know the person behind the professional role.Tune in and let's take one note at a time!

    Service Management Leadership - How to Perform Root-Cause Analysis According to Gen AI

    Play Episode Listen Later Apr 17, 2025 8:34


    In this episode, Jeffrey discusses a method to Problem Management root-cause analysis (RCA). Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

    Service Management Leadership - Prioritizing Service Delivery Projects

    Play Episode Listen Later Apr 14, 2025 7:57


    In this episode, Jeffrey discusses how to prioritize Service Delivery projects. Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

    Rina Brahmbhatt and Priyanka Sharma - Episode 1

    Play Episode Listen Later Apr 11, 2025 10:19


    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 Priyanka Sharma about how she started her career, and what's her hidden talent. Let's get to know the person behind the professional role.Tune in and let's take one note at a time!

    Ep 50: “Getting Started with CI” – Tracy Berry, Part 2

    Play Episode Listen Later Apr 10, 2025 20:27


    In this episode kengon continues his conversation with Tracy Berry on competitive intelligence

    Service Management Leadership - Reasons Why Modernization Projects Fail

    Play Episode Listen Later Apr 7, 2025 8:06


    In this episode, Jeffrey discusses why many most modernization efforts fail. Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

    Rina Brahmbhatt and David Cannon - Full Episode

    Play Episode Listen Later Apr 4, 2025 60:03


    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 David Cannon about ITIL, AI, Career Journey and more.Tune in and let's take one note at a time!

    Service Management Leadership - How to Transition to ITIL4 According to Gen AI

    Play Episode Listen Later Apr 3, 2025 8:51


    In this episode, Jeffrey discusses a path to ITIL4. Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

    Ep 49: "Competitive Intelligence" - Tracy Berry

    Play Episode Listen Later Apr 2, 2025 25:26


    In this episode, kengon talks with his long-time friend and collaborator Tracy Berry on competitive intelligence and why it's more important today than ever.

    Service Management Leadership - Forgotten Aspect of Modernization Efforts

    Play Episode Listen Later Mar 31, 2025 5:36


    In this episode, Jeffrey discusses the forgotten aspect in most modernization efforts.Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays).Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

    David Cannon and Rina Brambhatt - ServiceNotes Episode 6

    Play Episode Listen Later Mar 28, 2025 9:02


    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 David Cannon about his likes and dislikes!Tune in and let's take one note at a time!

    Service Management Leadership - Knowledge Management

    Play Episode Listen Later Mar 27, 2025 5:38


    In this episode, Jeffrey discusses the three important reasons to invest in a knowledge management program.Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays).Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

    Ep 48: Framework Lifecycle Assessment Model

    Play Episode Listen Later Mar 26, 2025 18:25


    Organizations have been using frameworks like ITIL, DevOps, Agile and other similar offers for decades. We've not had a means of determining whether or not they are keeping pace with what's happening in the marketplace and whether they're meeting the needs of the constituents they serve. In this episode, Kengon takes some time to discuss a new area of research—the Framework Lifecycle Assessment Model. This is a structured approach to systematically assessing where frameworks sit in their natural evolution.

    Service Management Leadership - Goldman Sachs AI Use Case

    Play Episode Listen Later Mar 24, 2025 6:26


    In this episode, Jeffrey discusses an interesting AI use case from Goldman Sachs.Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays).Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

    Rina Brarhmbhatt and David Cannon - Episode 5

    Play Episode Listen Later Mar 21, 2025 14:04


    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 David Cannon, and discuss his personal journey, navigate career in Service Management and AI in Service Management.Tune in and let's take one note at a time!

    Service Management Leadership - The Difficulty of a Quality CMDB

    Play Episode Listen Later Mar 20, 2025 4:06


    In this episode, Jeffrey discusses the unspoken ways to improve your CMDB.Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays).Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

    Ep 47: "AI Literacy" — Bruce Daley, Part 2

    Play Episode Listen Later Mar 20, 2025 20:01


    In this episode kengon finishes up his conversation with Bruce Daley, talking about LLMs, output veracity, and the growing need for AI literacy in the workplace.

    Service Management Leadership - Modernization Initiatives Success Criteria

    Play Episode Listen Later Mar 17, 2025 5:29


    In this episode, Jeffrey discusses the success criteria of modernization efforts.Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays).Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

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