Podcasts about enterprise service management

Most startups bolt AI onto old products.  ⁨@ravennahq⁩  reimagined the entire workflow.  When we first met Kevin Coleman and Taylor Halliday, it was clear they weren't just chasing the hype cycle. They were pairing AI-native architecture with deep founder-market fit, and rebuilding how internal ops work — from first principles. Their new company, Ravenna, is going after a $160B+ market dominated by legacy players. But instead of being intimidated by incumbents, they got focused, making some smart moves that more early-stage teams should consider: 1) Speak with 30+ customers before writing a line of code 2) Define a clear ICP and pain points 3) Build natively for Slack — where support actually happens 4) Prioritize automation, iteration, and real workflow transformation 5) Stayed radically transparent with investors and early customers At Madrona, we love backing teams that combine ambition with discipline — and Kevin and Taylor are doing just that. In this episode of Founded & Funded, they sit down with Madrona Managing Director Tim Porter and talk through their journey, what they'd do differently the second time around, and how they're building a durable, agentic platform for internal support. If you're a founder building in AI, SaaS, or ops — this conversation is full of lessons worth hearing. Transcript: https://bit.ly/4ju2Cml Chapters:  (00:00) Introduction (00:23) Meet the Founders: Taylor Halliday and Kevin Coleman (02:05) The Birth of Ravenna: Identifying the Problem (03:05) The Concept of Enterprise Service Management (04:02) The Journey from Idea to Execution (04:31) Customer Insights and Market Fit (06:42) Building a Next-Generation Platform (10:43) Slack Integration and AI Automation (14:37) Partnering with Slack: A Strategic Move (17:13) Leveraging Slack for Knowledge Management (20:13) Balancing Focus and Vision (21:07) Discovering ITSM: A Hidden Market (21:40) Expanding Beyond IT: The Universal Help Desk (24:30) ServiceNow and the AI Revolution (27:03) Building a Transparent and Collaborative Culture (29:37) Recruiting Top AI Talent (31:59) Navigating Market Realities and Customer Focus (37:59) Advice for Aspiring Founders

Enterprise service is undergoing a radical reinvention—and not just in terms of technology. In this episode, inspired by the article Connecting disconnected people and processes: The reinvention of enterprise service, we dive into the transformation of enterprise service management from reactive fixes to predictive, connected, and value-driven strategies.You'll hear how businesses are moving away from isolated service models toward deeply integrated ecosystems that connect people, processes, data, and assets. Whether it's outcome-based contracts, immersive omnichannel support, or intelligent field service, this isn't just about doing service better—it's about redefining what service means.What You'll Learn in This Episode:1. The Real Cost of Disconnected SystemsHow silos between departments, systems, and even physical assets create risk and inefficiencyWhy a lack of unified data leads to poor customer experiences and underused insights2. From Products to Outcomes: Reinventing Service ModelsThe shift toward products-as-a-service (e.g. selling “thrust hours” instead of engines)Why companies are building revenue models around asset performance, not asset ownership3. Immersive, Frictionless Customer ExperiencesThe need for seamless, cross-channel support—from chat to self-service to in-field techniciansHow AI and unified workspaces help agents deliver faster, smarter resolutions4. Precision and Proactivity in the FieldUsing AI and scheduling tools to get the right people and parts in the right place at the right timeEmpowering field service workers with mobile intelligence and automated safety protocols5. Revolutionizing Equipment Performance with IoT + AIEmbedding sensors into machines to predict failures before they occurThe rise of data-driven maintenance models that reduce downtime and extend asset life6. The Power of End-to-End ConnectivityWhy surface-level apps and fragmented systems don't cut it anymoreThe business case for a single management framework—“one system to rule them all”Key Takeaways:Enterprise service management is shifting from reactive problem-solving to proactive value creation.A shared digital thread connects every touchpoint—from design and delivery to support and upgrades.Composable, AI-powered systems are unlocking new business models, like outcome-based contracts and usage-based billing.Optimized service efficacy means not just doing more, but doing what actually moves the needle.SAP and other innovators are enabling businesses to move from isolated fixes to intelligent networks.Subscribe to our podcast for more deep dives into the reinvention of business models and service delivery. Visit The Future of Commerce for expert insights into how enterprise technology is transforming customer experiences. Share this episode with leaders in IT, operations, or service delivery looking to elevate enterprise performance.

In dieser Folge des #ITundTECH Podcasts spricht Holger Winkler mit Sebastian Kurrek, Product Owner | Service Management bei greenique, über Enterprise Service Management (ESM). Im Mittelpunkt steht die Diskussion über einen zeitgemäßen Service und wie dieser effizient und skalierbar in Unternehmen etabliert werden kann.Auf der technischen Seite sehen wir uns die Umsetzung bzw. die Vorzüge von Enterprise Service Management mit Atlassian-Tools an. Das sind die Themen des Interviews im Detail:Was ist Enterprise Service Management (ESM) – eine DefinitionWann kann ESM helfen und was ist dabei zu beachtenESM als Voraussetzung für Skalierbarkeit und höhere EffizienzVorteile der Atlassian-Toolkette als Basis für hervorragendes Enterprise Service ManagementBesonderheiten des Enterprise Service Managements mit AtlassianDas standardisierte Einführungsverfahren für ESM von greeniqueDas Angebot von greenique im DetailSie lernen außerdem das Angebot unseres Interview-Partners greenique im Detail kennen. Anmeldung zum Next Level Event “Enterprise Service Management mit Jira” direkt auf https://www.greenique.de/next-level-event Abonnieren Sie unseren Kanal, um auf dem neuesten Stand zu bleiben!Weiterführende Informationen zur Firma greenique GmbH & Co. KG:► Internet: https://greenique.de/ ► LinkedIn-Firmenseite: https://www.linkedin.com/company/greenique/ ► Sebastian Kurrek auf LinkedIn: http://www.linkedin.com/in/sebastian-kurrek-68363b153 —Über den #ITundTECH für Deutschland Podcast:Der Podcast mit CEOs innovativer Softwarehersteller, IT-Dienstleister oder TECH-Unternehmen aus Deutschland!► Abonniere unseren Youtube-Kanal: https://www.youtube.com/@itundtech ► Abonniere unseren Podcast: https://www.itundtech.de/podcast► Besuche uns auf unserer Webseite: https://www.itundtech.de/ ► Vernetze dich mit Holger Winkler auf LinkedIn: https://www.linkedin.com/in/holger-winkler/—Sie sind CEO eines innovativen Unternehmens aus dem IT- und TECH-Umfeld und hätten Lust, als Gast in den ITundTECH für Deutschland Podcast eingeladen zu werden?Dann melden Sie sich hier: https://www.itundtech.de

In this episode, Stephen and Jeffrey discuss "Enterprise Service Management" and what it may look like in the future. Each week, Jeffrey will be sharing his knowledge on Service Management (Mondays) and Asset 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 1,400 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

In this episode, Darren Rose, a service management consultant, discusses enterprise service management (ESM) and its practical implementation. He emphasizes the importance of collaboration and cultural readiness within organizations to successfully implement ESM. Darren also highlights the significance of measuring and reporting to understand the current state and progress of ESM. He suggests using behavioral markers and personas to tailor ESM practices to different user profiles. Additionally, Darren addresses common challenges in implementing ESM and the need for strong leadership support. He concludes by discussing the benefits of starting with small, interconnected initiatives to demonstrate the value of ESM. In this conversation, Darren Rose discusses the importance of multi-service collaboration, the power of purpose, success stories and personal change, trial and error, defining success and measuring progress, over-engineering and the need for flexibility, building resilience in uncertain times, and creating a resilient culture. Collaboration and cultural readiness are crucial for successful implementation of enterprise service management (ESM). Organizations should foster a collaborative environment and prioritize user-centric decision-making. Measuring and reporting are essential to understand the current state and progress of ESM. Organizations should focus on measuring employee experience and satisfaction, rather than just ticket resolution metrics. Behavioral markers and personas can help tailor ESM practices to different user profiles. Understanding user preferences and support needs is key to providing a personalized and effective service experience. Implementing ESM can face challenges, such as resistance to change and lack of accountability. It is important to address these challenges and ensure that the motivation for ESM is driven by enhancing service offerings, rather than just cost-saving. Driving the momentum for ESM requires support from various stakeholders, including suppliers, senior leaders, and enthusiastic advocates within the organization. Getting started with ESM can be done by implementing small initiatives across different lines of service, focusing on interconnected activities to demonstrate the value of ESM. Multi-service collaboration is essential for organizations to benefit from a unified approach across different lines of service. Purpose is a strong motivator for individuals and teams, and it helps create a shared collective purpose and goal. Success stories and personal change can drive the adoption of new ways of working and collaboration. Trial and error is a natural part of the process, and patience and flexibility are key in finding what works. Defining success and measuring progress are important for staying motivated and making improvements. Over-engineering can be counterproductive, and flexibility is needed to adapt and find simpler solutions. Building resilience in uncertain times requires a strong organizational culture that is embedded in values and supported by leadership. Creating a resilient culture involves recruiting the right people, aligning objectives with culture, and holding people accountable to cultural expectations. -- To learn more about IT Experience Management (ITXM) Framework™, visit ⁠⁠⁠www.happysignals.com/itxm-framework-it-experience-management⁠⁠⁠ To learn about our Built-in XLA Management features: ⁠⁠⁠https://www.happysignals.com/product/xla-management⁠⁠⁠ Read our Practical Guide to XLAs: ⁠⁠⁠https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas

A brief discussion about Enterprise Service Management Each week, Jeffrey will either be sharing his knowledge or interviewing guests from the technology, Service Management, or Business Continuity leadership communities.  Stay tuned as tomorrow's show is one you will not want to miss. 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 seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,400 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page. Branding by Balaji - Follow him at @bwithbranding on Instagram #ITSM #ITIL #AssetManagement #ServiceManagement #IT #BusinessContinuity #Transformation

A brief discussion about the future of enterprise service management Each week, Jeffrey will either be sharing his knowledge or interviewing guests from the technology, Service Management, or Business Continuity leadership communities.  Stay tuned as tomorrow's show is one you will not want to miss. 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 seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,400 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page. Branding by Balaji - Follow him at @bwithbranding on Instagram #ITSM #ITIL #AssetManagement #ServiceManagement #IT #BusinessContinuity #Transformation

Check out the interview with Mr. Samer Hani, Director of Sales & Operations of Matrix42 EEMEA Matrix42 will be attending GITEX AFRICA from May 31 to June 2 in Morocco. to empower organizations to simplify and automate their IT operations while enhancing user experience and productivity. At GITEX, we'll be showcasing the power of a single platform for client management tools, including Unified Endpoint Management and Enterprise Service Management. Our team is looking forward to meeting customers and raising awareness about Matrix42. Visit our stand #2C-40C and learn more about how Matrix42 can simplify your IT operations and improve your endpoint and service management capabilities.Get your tickets and join us

Check out the interview with Mr. Samer Hani, Director of Sales & Operations of Matrix42 EEMEA Matrix42 will be attending GITEX AFRICA from May 31 to June 2 in Morocco. to empower organizations to simplify and automate their IT operations while enhancing user experience and productivity. At GITEX, we'll be showcasing the power of a single platform for client management tools, including Unified Endpoint Management and Enterprise Service Management. Our team is looking forward to meeting customers and raising awareness about Matrix42. Visit our stand #2C-40C and learn more about how Matrix42 can simplify your IT operations and improve your endpoint and service management capabilities.Get your tickets and join us

David Barrow, an all-round passionate and expert on the matter, discusses with our host the guiding principles of ITIL 4, where understanding how to co-create value is central. We examine why it's time to enable IT teams to work with suppliers and customers to deliver value, and why value creation must be extensively integrated into organizations and their supply chain. Then we look into a few practical ways to start applying this in your organization. Finally, David gives us a small sneak peek into some concepts described in his new book. David Barrow is an IT professional, with 30 years of experience working with IT across multiple industries, and the recently published author of ‘Co-creating value in organizations with ITIL 4‘. He is an ITIL 4 Strategic Leader recognised by BCS, The Chartered Institute for Information Technology, as a Chartered IT Professional and Fellow. He is also a Contributor to VeriSM's Service Management for a Digital Age. David worked as a Service Desk Analyst at IBM, where over the eight years he was there, became a process owner. Since then, he has taken on different roles that go from Business Relationship Management to Service Delivery Management at Fidelity Cab Gemini, and Rackspace. His consulting experience is also quite broad with roles in Design and Enterprise Service Management.

Introducing enterprise agility in the company requires a new level of transparency and end-to-end tool support. As a software provider, Atlassian provides its customers with tools such as Jira Align to enable transparency even driven by numbers. What is Jira Align and why does it fit into an Enterprise Agility world? Stephan Müller is Sr. Enterprise Solutions Advocate in the area of Jira Service Management and is responsible for IT and Enterprise Service Management projects for major customers and global accounts.  As a guest of Patrick Rudloff, he talks about the role of Enterprise Agility at Atlassian and what role Jira Align plays here. He also looks at the role of enterprise service management in the context of enterprise agility and gives us an idea of what companies can expect in the future.

In dieser Episode des ITundTech-Podcasts spricht Holger Winkler mit Sven Lüttgens, dem CEO von GEBRA-IT GmbH, über Low-Code ERP-Systeme im Vergleich zu traditionellen ERP-Systemen.Themen, die im Gespräch behandelt werden, sind die Probleme von herkömmlichen ERP-Systemen sowie die Vorteile von Cloud-basierten ERP-Systemen und des Low-Code-Ansatzes in ERP-Systemen.Sven Lüttgens erläutert insbesondere die Vorteile des Low-Code-Systems von GEBRA-IT und wie diese im Vergleich zu herkömmlichen ERP-Systemen hinsichtlich Handhabung und Kosten überzeugen.Zudem erfahren Sie, wie Low-Code-ERP-Systeme Unternehmen dabei helfen, sich an sich ändernde Anforderungen anzupassen und welche Vorteile dies mit sich bringt.Hören Sie sich jetzt diese spannende Episode an und informieren Sie sich über die Zukunft des ERP-Systems!Weiterführende Informationen zur Firma GEBRA-IT GmbH:► Internet: https://gebra-it.de► LinkedIn-Firmenseite: https://www.linkedin.com/company/gebrait/ ► Sven Luettgens auf LinkedIn: https://www.linkedin.com/in/sven-luettgens —Über den #ITundTECH für Deutschland Podcast:Der Podcast mit CEO's innovativer Softwarehersteller, IT-Dienstleister oder TECH-Unternehmen aus Deutschland!► Abonniere unseren Youtube-Kanal: https://www.youtube.com/@itundtech ► Abonniere unseren Podcast: https://www.itundtech.de/podcast► Besuche uns auf unserer Webseite: https://www.itundtech.de/ Der Gastgeber:Neben seiner Funktion als Vorstand der CONBREY MANAGEMENT AG ► https://www.conbrey.com ist Holger Winkler seit 2013 Sachverständiger für digitale Leadgewinnung (DESAG). Er hat sich vor allem auf den Vertrieb in der IT- und TECH-Branche spezialisiert. Seit 2009 konnte Holger bereits mehr als 350 Unternehmen zu deutlich mehr Kunden und steigenden Umsätzen verhelfen.Zu den Kunden von CONBREY zählen unter anderem Firmen wie Databoat AG, Trevisto AG, Robotron Schweiz GmbH, T&G Automation GmbH, ISC Consultants und über 100 weitere Unternehmen.Bereits mit seinem IT-Vertriebs Podcast ► https://www.conbrey.com/it-vertriebs-podcast. sorgte Holger Winkler für Aufsehen in der Branche. ► Vernetze dich mit Holger Winkler auf LinkedIn: https://www.linkedin.com/in/holger-winkler/—Sie sind CEO eines innovativen Unternehmens aus dem IT- und TECH-Umfeld und hätten Lust, als Gast in den ITundTECH für Deutschland Podcast eingeladen zu werden?Dann melden Sie sich hier: https://www.itundtech.de/participate

In this podcast, Mike Downard, President of Silicon Mountain, and Kevin Howard, Sales Manager at Carahsoft, discuss how nontechnical teams are embracing digital practices like enterprise service management (ESM) solutions through Atlassian's Jira Service Management tool to enhance daily workflow.

Gast: Alexander Weber, Geschäftsführer der Labtagon GmbHBeschreibung: In dieser Folge von #ITundTECH spricht Gastgeber Holger Winkler mit Alexander Weber über die Enterprise Service Management Software von Matrix42 und die Erweiterungen, die von Labtagon zur Verfügung gestellt werden. Die ESM-Software von Matrix42 ist eine führende Anwendung in diesem Bereich, die viele Aufgaben im Bereich Finance und HR mit Bordmitteln lösen kann. Doch Unternehmen haben unterschiedliche Prozesslandschaften, weshalb Erweiterungen nötig werden. Alexander Weber erklärt, wie Labtagon durch seine Erweiterungen dazu beitragen kann, wertvolle Arbeitszeit zu sparen und Prozesse schneller und effizienter zu gestalten.Themen:Was ist die Enterprise Service Management Software von Matrix42?Wie können Erweiterungen von Labtagon helfen, Prozesse schneller und effizienter zu gestalten?Welche konkreten Matrix42-Erweiterungen hat Labtagon im Angebot?Wie kann man die ESM-Software von Matrix42 optimal nutzen?Hashtags: #ITundTECH, #Matrix42, #ESM, #LabtagonWeiterführende Informationen zur Firma Firma Labtagon GmbH:► Internet: https://www.labtagon.com/► https://www.labtagon.com/products/► LinkedIn-Firmenseite: https://www.linkedin.com/company/labtagon-gmbh/ ► Alexander Weber auf LinkedIn: https://www.linkedin.com/in/alexander-weber-4a9174185/—Über den #ITundTECH für Deutschland Podcast:Der Podcast mit CEO's innovativer Softwarehersteller, IT-Dienstleister oder TECH-Unternehmen aus Deutschland!► Abonniere unseren Youtube-Kanal: https://www.youtube.com/@itundtech ► Abonniere unseren Podcast: https://www.itundtech.de/podcast► Besuche uns auf unserer Webseite: https://www.itundtech.de/ Der Gastgeber:Neben seiner Funktion als Vorstand der CONBREY MANAGEMENT AG ► https://www.conbrey.com ist Holger Winkler seit 2013 Sachverständiger für digitale Leadgewinnung (DESAG). Er hat sich vor allem auf den Vertrieb in der IT- und TECH-Branche spezialisiert. Seit 2009 konnte Holger bereits mehr als 350 Unternehmen zu deutlich mehr Kunden und steigenden Umsätzen verhelfen.Zu den Kunden von CONBREY zählen unter anderem Firmen wie Databoat AG, Trevisto AG, Robotron Schweiz GmbH, T&G Automation GmbH, ISC Consultants und über 100 weitere Unternehmen.Bereits mit seinem IT-Vertriebs Podcast ► https://www.conbrey.com/it-vertriebs-podcast. sorgte Holger Winkler für Aufsehen in der Branche. ► Vernetze dich mit Holger Winkler auf LinkedIn: https://www.linkedin.com/in/holger-winkler/—Sie sind CEO eines innovativen Unternehmens aus dem IT- und TECH-Umfeld und hätten Lust, als Gast in den ITundTECH für Deutschland Podcast eingeladen zu werden?Dann melden Sie sich hier: https://www.itundtech.de/participate

Rhonda Vetere is a seasoned C-Suite technology executive and icon who has worked across industries in global technology. A change agent for digital transformation, she has led the way for growth with more than 23 mergers and acquisitions at companies.   A passionate leader in technology across industries, Rhonda has worked in global executive positions at Estée Lauder Companies, AIG, HP Enterprise Services, Barclays / Lehman, Bank One / JPMorgan Chase, CompuServe, UUNET, MCI, and Worldcom. She has lived and worked internationally—in New York, Hong Kong, Singapore, London, Mumbai, and across India—and has managed teams of more than 20,000 people.   As an industry expert and influencer, Vetere has been a keynote speaker and panelist at many conferences and events, including the World Economic Forum in Davos, WIT (Women in Technology) Connect, Microsoft Global CIO Summit, Dell EMC World, and the United States Vice Presidential Candidate Debate. Rhonda has been recognized for her leadership and influence, notably with a 2017 Stevie Award for Excellence in Transforming Business and as a multi-year Top 100 CIO/CTO executive leader in STEM by STEMconnector.   Grit & Grind is Vetere's second book—she is also the co-author of an HP special edition book, Enterprise Service Management for Dummies.   An avid sports fan and real-world corporate athlete, Rhonda stays focused and sharp by competing in marathons and triathlons on a regular basis—over 70 events thus far, including triathlons, half-marathons, marathons, and IRONMAN 70.3 mile triathlons. She recently ran 55 miles in the Serengeti as part of a girls and women's empowerment fundraiser: the first women-only run of its kind.   Rhonda's wisdom, integrity, loyalty, and beauty exudes in all that she does.  She radiates pure graciousness and grit.  Her ability to listen to her soul's voice without any distraction exemplifies her focus, discipline, and honor as she leads with the perfect blend of heart, mind, and assertive action.  She sees the invisible and hears the unheard.  She is loyal and nothing stops her as she fearlessly takes actionable steps where no one would even think of ever going,  From devoted friendships + family, to creating schools and building enterprises globally she lives her life true to her word.  She has helped thousands of  souls around the world to awaken their strengths + gifts while offering reputable resources and creative mindful solutions.     I am so blessed to call this amazing woman my friend.   Enjoy this show and may it inspire you to step out in this world and take a courageous leap into doing what you always dreamt to do!     CONNECT WITH RHONDA Website: https://www.rhondavetere.com/  IG @rhondamvetere   CONNECT WITH JANET: *Register for the Annual Vision Quest- January 15th access until Dec 31 2023! bit.ly/VQ2023 JOIN THE SOUL STAR MEMBERSHIP: https://www.janetnamaste.com/soulstar  (use code JNPOD for 10% off) IG - https://www.instagram.com/janet.namaste/  + https://www.instagram.com/rawrealtalks_/  YouTube - https://www.youtube.com/JanetNamaste Support the show: https://www.etsy.com/shop/TheNamasteLoveShoppe

Eine Enterprise Service Management Software (ESM) - praktisch eine Art Ticketsystem - hilft Fachabteilungen Anfragen zu verwalten.In dieser Ausgabe von #ITundTech spricht Alexander Weber, Geschäftsführer der Labtagon GmbH über erfolgreiche Kundenprojekte im Bereich Finance und HR, bei denen ein ESM als intelligentes Ticketsystem der Schlüssel zur Eindämmung der die E-Mail-Flut ist. Erfahre, warum Enterprise Service Management Software wertvolle Arbeitszeit spart und wie sich Mitarbeiter in Fachabteilungen auf die eigentlichen Kernprozesse der Abteilung konzentrieren können.► Über das Enterprise Service Management (ESM) Matrix42:Die Fachabteilungen erhalten von verschiedenen internen und externen Quellen Anfragen. Die Anfragen können E-Mail, Mails oder Telefonate sein. Diese Anfragen werden häufig durch einzelne Personen verwaltet. Es gibt unter Umständen ein Team Postfach, in dem die Anfragen gesammelt eingehen. Dennoch ist die Übersichtlichkeit ab einer gewissen Unternehmensgrösse ein Problem.Nicht nur hinsichtlich der Servicequalität, sondern auch für die Verantwortlichen der Prozesse:Wie viele Anfragen kommen eigentlich rein? Wie ist die Bearbeitungszeit? Was hat Priorität? Alles das wird nach *Bauchgefühl* entschieden und nach dem Motto "... bisher ist es immer noch gutgegangen". Die Abteilung leiden unter permanenten Stress... Die Lösung liefert ein intelligentes Ticketsystem, das in Form des ESM Matrix42 bereits in zahlreichen Fachabteilungen von der Labtagon GmbH eingeführt wurde und dort hervorragende Dienste leistet.Weiterführende Informationen zur Firma Labtagon GmbH:► Internet: https://www.labtagon.com/► LinkedIn-Firmenseite: https://www.linkedin.com/company/labtagon-gmbh/► Alexander Weber auf LinkedIn: https://www.linkedin.com/in/alexander-weber-4a9174185/—Über den #ITundTECH für Deutschland Podcast:Der Podcast mit CEO's innovativer Softwarehersteller, IT-Dienstleister oder TECH-Unternehmen aus Deutschland!► Abonniere unseren Youtube-Kanal: https://www.youtube.com/@itundtech ► Abonniere unseren Podcast: https://www.itundtech.de/podcast► Besuche uns auf unserer Webseite: https://www.itundtech.de/ —Der Gastgeber:Neben seiner Funktion als Vorstand der CONBREY MANAGEMENT AG ► https://www.conbrey.com ist Holger Winkler seit 2013 Sachverständiger für digitale Leadgewinnung (DESAG). Er hat sich vor allem auf den Vertrieb in der IT und TECH-Branche spezialisiert. Seit 2009 konnte Holger bereits mehr als 350 Unternehmen zu deutlich mehr Kunden und steigenden Umsätzen verhelfen.Zu den Kunden von CONBREY zählen unter anderen Firmen wie Databoat AG, Trevisto AG, Robotron Schweiz GmbH, T&G Automation GmbH, ISC Consultants und über 100 weitere Unternehmen.Bereits mit seinem IT-Vertriebs Podcast ► https://www.conbrey.com/it-vertriebs-podcast sorgte Holger Winkler für Aufsehen in der Branche. ► Vernetze dich mit Holger Winkler auf LinkedIn: https://www.linkedin.com/in/holger-winkler/—Sie sind CEO eines innovativen Unternehmens aus dem IT- und TECH-Umfeld und hätten Lust, als Gast in den ITundTECH für Deutschland Podcast eingeladen zu werden?Dann melden Sie sich hier: https://www.itundtech.de/participate

Rhonda Vetere is a seasoned C-Suite executive and passionate global leader in technology! Recognized as one of Most Powerful Women in Technology and a two-time author, Rhonda continues to be on a mission to empower & inspire others through sport and STEAM (science, technology, engineering, arts, and math/medical).  A Global C Suite Executive and athlete herself, she applies this mental model in & out of the office, guiding how she leads her life with others around her. Rhonda is an active leader — whether she's spearheading corporate initiatives around the world, competing in another IRONMAN 70.3 mile triathlon, or mentoring students & athletes globally. Rhonda has worked across industries and countries as a CIO, CTO, global executive, and digital transformation change agent.  Vetere is the author of Grit & Grind and co-author of an HP special edition book, Enterprise Service Management for Dummies. With an ability to support mergers, create synergies across lines of business, and leverage her onshore/offshore experience, Rhonda is a results-oriented, client-focused executive and delivers value by driving technology improvements for cost and performance to drive the right business outcomes. To accurately describe the indescribable is not a feat we are willing to endeavour upon; instead all we can say is buckle up because Rhonda is here and you will not be disappointed. 

Though spreading the benefits of ITSM to the rest of the company can be tempting, the result might not be as promising as you thought. Phyllis Drucker shares some tips and thoughts to start on the right foot, create a foundation that acknowledges the diversity and complexity of all the areas involved, and set the right expectations. Phyllis Drucker is an author, keynote speaker, Service Management thought leader, and Enterprise Service Management guru. Her areas of expertise include governance, customer service and support, process design and implementation, project management, and team building.

Enterprise service management, or ESM, is the concept of applying IT service management to other areas of the business, with the common goal to improve efficiency, performance and results.With employee experience becoming increasingly important in the midst of the great resignation, could ESM be the key to protecting your company?On this episode of the EM360 Podcast, Editor Matt Harris speaks to Martin Schirmer, President of Enterprise Service Management at IFS, about:Why EX is becoming a top priorityThe cost of bad EX and how to stop thisImplementing ESM within organisations

On Today's Show:"We tend to focus on technology, and so the soft touchy feely becomes secondary. We need to switch that around. We need to start thinking always about how the customers are going to use whatever we provide and then start designing to that." - Lakshmi AshokFar too often, organizations put tech first and user experience second. In doing so they build a digital foundation that will steer away users and inevitably lead to patchwork fixes down the line. Lakshmi Ashok is the Vice President of Enterprise Service Management at Leidos. She joins to tell us why focus on DUX is so crucial, where businesses are getting things wrong, and the approaches to take to get it right.Key Takeaways:What DUX is and why it mattersWhy building out a good DUX early is cost effectiveHow Leidos is applying their own recommendations

Leadership is the capacity to translate vision into reality. Today we had the privilege of interacting with Nerys Mutlow. A visionary lady with a hell lot of experience in IT. This one-hour session taught me a lot of things that you learn with experience.ServiceNow is a tool for digital 'evolution' I mean wow what a profound statement.From #Know22 to #citizen_development to #resourcing to #leadership to #childhood to #loveforhorses to #affective_automation. Importance of investing in business change. Importance of investing in talent... The difference between working for a Service-Based or Product BasedStrategy to interact with C-level people. Importance of storytelling. Can ServiceNow be a strategic tool instead of an Enterprise Service Management tool?The analogy between the operating model of business is like a human body.

Rhonda Vetere is a seasoned C-Suite executive and passionate global leader in technologyRecognized as one of Most Powerful Women in Technology and a two-time author, Rhonda is an active leader — whether she's spearheading corporate initiatives around the world, competing in another IRONMAN 70.3 mile triathlon, or mentoring students & athletes globally in STEM through sports.Rhonda has worked across industries as a CIO, CTO, global executive, and digital transformation change agent at Herbalife Nutrition, Santander Bank, nThrive / Pamplona Capital Management, Estée Lauder Companies, AIG, HP Enterprise Services, Barclays / Lehman, Bank One / JPMorgan Chase, CompuServe, UUNET, MCI, and Worldcom.She has lived and worked internationally – in New York, Hong Kong, Singapore, London, Mumbai, and across India – and has managed teams of up to 20,000 people. Vetere is the author of Grit & Grind and co-author of an HP special edition book, Enterprise Service Management for Dummies.With an ability to support mergers, create synergies across lines of business, and leverage her onshore/offshore experience, Rhonda is a results-oriented, client-focused executive and delivers value by driving technology improvements for cost and performance to drive the right business outcomes.From her experience as Chief Technology Officer at Estée Lauder Companies, Rhonda has deep domain expertise in technology and data. Her role included global leadership across 162 countries and running the technology & operations team. She spearheaded the transformation of the IT capabilities foundation into a digital environment at record industry pace, without business disruption, around the world – while saving $28 million a year.Recognition & InvolvementRhonda has been recognized with for her leadership and influence, notably as one of the Top 50 Most Powerful Women in Technology by the National Diversity Council in 2019 and 2020, and Stevie Award for Excellence in Transforming Business (competing with over 1500 CIOs and CTOs) in 2017. In 2021, she was one of The Most Admired Women Leaders in Business, Top 20 Businesswomen Leading the Charge, 2021 Most Influential Businesswoman in Technology by Corporate Vision Magazine, 2021 Top CIO/CTO by the Tech Inclusion Conference, and Top 100 DEI Leaders in 2021by Mogul.She has been featured in renowned publications, including Forbes, Huffington Post, Thrive, Moneyish, CNBC, Women of Influence, Financial Post, Triathlete Magazine, SWAAY Magazine, and more. She contributes her perspective and knowledge through serving on boards for professional, educational, and athletic institutions, including The Boys & Girls Clubs of America, VETtoCEO, African Community & Conservation Foundation (ACCF) Ambassador, Longwood University, George Mason University School of Business, SWAAY Magazine, and Xcelocloud Inc. 

Today's guest is Gerald Harris, Director of ServiceNow in the IT industry. Gerald is an innovative IT leader with heavy experience in Enterprise Service Management and Platform Business Transformation. He works with clients to help modernize and consolidate operations and, by doing so, lay the foundation for innovation. He believes that Digital Transformation isn't about one tool or another... it's about implementing a strong platform business model with the RIGHT people, processes and tools. In the episode, Gerald will discuss: Key learns throughout his career to date, Trends he is seeing within Digital Transformation across enterprise customers, The platform business model, Why ServiceNow is the platform of choice, What's next for the ServiceNow platform, Building and managing a winning team, and Advice he would offer to his younger self

Each Wednesday, Jeffrey will be discussing topics in the technology, Service Management, or Business Continuity areas. Stay tuned as next week's show is one you will not want to miss. 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 six acclaimed books in the subject area and a popular YouTube channel with approximately 1,300 videos on various topics. Also, please follow the Service Management Leadership LinkedIn page. Thank you to Balaji at Sky10 for the graphics

This technology podcast explores the newest tools, solutions, industry trends, and current best practices in the world or IT. Whether you are a pro or new to Enterprise Service Management, hear from certified IT experts as they share real process-driven techniques for improving service delivery, the customer experience, and digital transformation. In today's episode, presented by Flycast Partners, Bobby McCullough talks about "Tool Sprawl" and its effects on IT as well as the challenges of overcoming siloed data.

This technology podcast explores the newest tools, solutions, and current best practices in the world or IT. Whether you are a pro or new to Enterprise Service Management, hear from certified IT experts as they share real process-driven techniques for improving service delivery, the customer experience, and digital transformation. In today's episode, presented by Flycast Partners, Bobby McCullough talks about the 7 security practices to defend networks and protect against attacks and breaches.

IT service management, ITSM, is about IT teams managing the end-to-end delivery of IT services to customers. ITSM has now expanded to "ESM" - Enterprise Service Management. We invited Christoffer Johansson and Magnus Sundset from Eficode Sweden to talk about what's going on in ITSM and ESM. Work more efficiently using Advanced Roadmaps in Jira https://hubs.li/H0Z2cYJ0 Run your IT services at full speed and with full control https://hubs.li/H0Z2d1C0 Christoffer Johansson on LinkedIn https://www.linkedin.com/in/christoffer-johansson-15b537b9/ Magnus Sundset on LinkedIn https://www.linkedin.com/in/magnussundset/

In this episode, AXELOS' Akshay Anand is joined by Andrea Kis, Principal Consultant at Devoteam, Jay Srinivasan, CEO at atSpoke (recently acquired by Okta), and Ian Aitchison, VP Product Management at Nextthink to talk about the adoption and use cases of Enterprise Service Management (ESM). They're also sharing tips to help organization succeed in their ESM programmes.This week's “shout-out” goes to Kenneth ('Kengon') Gonzalez, a veteran of the US military, and of the IT/SM world. He's worked in software development, support and operations, and most recently has been an advisor to CEOs and CIOs around the world.Visit www.AXELOS.com to find out more about our best practice guidance.Follow us on Social Media:LinkedIn: [www.linkedin.com/company/4999764]Facebook: [www.facebook.com/AXELOSGBP]Twitter: [www.twitter.com/axelos_gbp]YouTube: [www.youtube.com/user/AXELOSBestPractice]

Digital transformation has gone from vision to reality for many companies. And they're starting to ask themselves, what's next? Where do we go from here? In today's Friday Fast Fifteen, host Kim Funk and David Stevenson, Practice Director, ITx here at Crossfuze talk about the new buzzword, Enterprise Service Management or ESM. Platforms like ServiceNow are connecting technologies in new ways and making once siloed organizations improve efficiencies and drive growth – by tying it all together.  

Egy éve gyökeresen megváltozott a munkavégzés, és a bevett szervezeti működés is átalakult, ami új folyamatokat, új megoldásokat igényelt. Simon Anita, a TOPdesk képviselője előadásában arról beszélt, hogyan tud egy cég a pandémia utáni hibrid munkavégzés mellett is kiváló szolgáltatást nyújtani, illetve, hogy ebben milyen szerepe van az Enterprise Service Management megoldásnak. A dobozos megoldás kapcsán a ticketing és a szoltáltatásmenedzsment is górcső alá került, illetve az is, hogy milyen esetekben segíti a szervezet működését az ESM, továbbá a szervezet fejlettségi szintjeinek skálázására és a gyakorlati megvalósítás mikéntjére is sor került.

On this episode of The Humans of DevOps Podcast, DevOps Institute's very own Eveline Oehrlich joins Jason Baum to explore her epic journey through the IT Industry including challenges, triumphs and experiences that shaped the human she is today. Eveline is an independent research director at the DevOps Institute. She held the position of VP women in tech and Research Director at Forrester Research, where she led and conducted research on a variety of topics including DevOps, Digital Operational Excellence, IT and Enterprise Service Management, Cognitive Intelligence and Application Performance Management for 13 years. She has advised executives and teams around the world on challenges and potential changes in people, processes, and technology. She is the author of many research papers and thought leadership pieces and is a moderator and speaker. She has more than 25 years of experience in the IT industry.Eveline helps companies adapt their IT organization, processes, and tools for high-performance teams that enable their business partners to achieve better business results. She has helped some of the world’s largest companies implement new strategies, workflows, and automation tools

  Espresso Talks welcomes Micro Focus Platinum Partner Whitlock and is joined by Kate Seamans, Director of Service Management previously Micro Focus / HPE AMS Practice Manager SMA.   Kate has extensive experience in the IT Service Management industry, currently studying for her ITIL v4 course, always learning and sharing her extensive knowledge on Enterprise Service Management. In this Women in Technology episode, we explore the paradigm of going from working for an enterprise-scale organization trying to implement ITSM, to her journey to Micro Focus who made the software to Whitlock been a strategic partner who now helps global customers implement ITSM. Sponsored by: Whitlock Founded in 2003, with the clear commitment to: Our Position: Helping global enterprise IT identify, plan, and deliver Next-Generation IT Operations Our workplace: Attracting, developing and retaining the most talented and caring professionals within our industry, and continually promoting their personal growth. Our thinking: Differentiating ourselves with a valuing others approach that emphasizes effective listening, accountability, results, and, above all else, the highest ethical and professional standards. Our performance: Our passion is performing as expected, and we have well-defined processes that address both elements of our passion, namely, the explicit understanding of your criteria for success, and the corresponding and requisite elements of a successful engagement. Our operations: Managing our business in such a way that we continue to achieve superb and sustainable financial performance while adhering to the business-to-business requirements of our clients and partners. Our attitude: “Nothing great was ever achieved without enthusiasm.” We exemplify affirmative thinking and enthusiasm knowing full well that without these we don’t stand a chance of realizing our goal (and frankly, neither do you). Contact us: info2@whitlockis.com or 919-941-1900  

This episode explores "obsolescence as a terrible disease in IT" and how important it is to both "run the business and change it at the same time" in an industry that usually evolves at a fast pace, while balancing their customer's needs to stay solidly reliable, as Angeles Blanco puts it. She is the Global Product Owner of Enterprise Service Management at Santander Global Tech, which serves the global IT projects of Grupo Santander, one of the largest financial institutions in the world. Not only she is quite a consummate professional, she is also a Barça fan, which makes her my favorite guest so far :). Tina Turner - "The Best" was her choice of song and it's quite adequate for the conversation. This episode is sponsored by Flexera.

Joseph joins Jeffrey as the twelfth guest on the Service Management Leadership podcast. Topics range from his roles spanning different industries, to the role of Enterprise Service Management in the future. Each week, Jeffrey will be interviewing guests from the technology, Service Management, or Business Continuity leadership communities. Stay tuned as next week's show is one you will not want to miss. 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 and a popular YouTube channel with approximately 1,000 videos on various topics. Also, please follow the Service Management Leadership LinkedIn page.

Listen to Atlassian State and Local Channel Manager, Shayla Sander, talk about implementing enterprise service management and what it could mean for your agency.

Many service teams face the same similar challenges when trying to align work across different departments. Today we hear from Wout van den Eijnden, a TOPdesker with 7+ years of experience breaking down departmental barriers, and facilitating a streamlined experience for service departments working across more than one unit. “Think big, Start small” is a philosophy that has helped him when working with numerous organizations with this challenge, tune in to hear more tips and tricks.   For feedback, or to subscribe to alerts when new episodes are out: check out page.topdesk.com/topcast

Digital transformation is a big challenge but it is also an excellent opportunity. How does Canada compare with the rest of the world? What is the biggest digital potential for public sector? Digital is speeding up the process of citizen engagement and making it easier for citizens to be served. In this episode of CGE Radio, J. Richard Jones talks with Robert (Bob) Osborn, Chief Technology Officer for Service Now (Federal) about the challenges and opportunities for the Government of Canada, how to solve digital issues and to make citizens engagement more efficient. Bob is an accomplished senior executive who has held many high level IT leadership positions, including Director of Logistics IT for the U.S. Army G4, Deputy J6/CIO for U.S. Transportation Command, and CIO of the National Nuclear Security Administration where he was responsible for the Nation’s nuclear weapons design and manufacturing information. He has led major IT and organizational transformations throughout his career and is an acknowledged thought leader recognized across the public sector market. As a user of ServiceNow, Bob led ITIL based Enterprise Service Management standardization within the Federal Government. Bob also served as a United States Marine Corps officer for 27 years. Hear more about data, AI and 5G and how this will help in the overall process and government services. 

Jordan Husney is the founder and CEO of Parabol, a meeting software product for agile teams, particularly those distributed around the world. Jordan shares his insights with host Dan Turchin around the difference between teams & interest groups, key rules of engagement for productive meetings, and his thoughts on what the future of work will look like for employees & knowledge workers around the globe. He also shares a fascinating perspective on how his experience as a start-up founder has allowed him to see a different side of America. Challenges for CIO's and IT Leaders Addressed in this Podcast:1. How do you make meetings more engaging and productive?2. How to deal with the office narcissist?3. What's the difference between a team and an interest group? And, why should you care?4. What are effective rules of engagement to actually make meetings useful?To learn more about Parabol, visit: https://www.parabol.co/To learn more about Astound, visit: https://astound.ai/

Der Wechsel von ITSM zu Enterprise-Service-Management ist wahrscheinlich wie der Wechsel von der Grundschule ins Gymnasium - jetzt können wir zeigen,was wir gelernt haben. ESM richtig begriffen und umgesetzt ist ein ganz klarer Wandel!

Help desks are not the only teams that take and fulfill requests from employees in organizations. Marketing teams are asked to approve copy. Facilities teams are asked to fix broken doors. Legal teams are asked to review contracts. The difference is that help desk teams do not have a reputation of being a black hole. Everyone knows that they can fill out a form and get help. Even if it is "eventually." This is not the same for business teams. Most of the time, we need to know who in marketing or facilities or legal, we need to ask. Then we send an email. Here's the problem, with that approach, there is no way to count the requests, track how long requests take, know what to do when someone goes on vacation. In other words, there is no transparency. Kate Caldecott, Chief Operating Officer at ThinkTilt and Simon Herd, Founder and CEO of ThinkTilt join Nice Work! to help us understand why business teams need to adopt principles of ITSM and why they should do it with Jira Service Desk. They even wrote a white paper about it called, "From ITSM to ESM: Enterprise Service Management with Jira Service Desk."  Learn more about Kate and Simon: That ThinkTilt White Paper: http://info.thinktilt.com/itsm-to-esm-white-paper ThinkTilt Website: http://www.thinktilt.com Kate on Linkedin: https://www.linkedin.com/in/kate-caldecott-01762312/ Simon on ThinkTilt: https://www.linkedin.com/in/simonherd/ Thanks so much for listening! If you like this episode, please subscribe to “Nice Work! An Atlassian Ecosystem Podcast" and rate and review wherever you get your podcasts: Apple Podcasts Stitcher Spotify Follow us on Social Media: ServiceRocket YouTube Twitter Facebook Linkedin Instagram Bill Cushard Twitter Linkedin Instagram

Jennifer Hill talks to author, speaker and C-level executive, Rhonda Vetere, about her new book “Grit & Grind.” Rhonda discusses the 10 principles for lasting success in business. She emphasizes “bone-deep confidence” and talks about pushing yourself out of your comfort zone. gritandgrindbook.com Rhonda Vetere is a seasoned C-Suite technology icon, two-time author, mentor, speaker, and corporate athlete. A passionate leader in technology across industries, Rhonda has lived and worked internationally – in New York, Hong Kong, Singapore, London, Mumbai, and across India – and managed teams of more than 20,000 people and managed teams in over 162 countries. Rhonda is a change agent for digital transformation who has led the way for growth with more than 23 mergers and acquisitions at companies. She has worked in global executive positions at Estée Lauder Companies, AIG, HP Enterprise Services, Barclays / Lehman, Bank One / JPMorgan Chase, CompuServe, UUNET, MCI, and Worldcom. As an industry expert and influencer, Vetere has been a keynote speaker and panelist at many conferences and events, including the World Economic Forum in Davos, WIT (Women in Technology) Connect, Microsoft Global CIO Summit, Dell EMC World, and the U.S. Vice Presidential Candidate Debate. Rhonda has been recognized with for her leadership and influence, notably as a multi-year Top 100 CIO/CTO Executive Leader in STEM by STEMconnector. Grit & Grind is Vetere's second book – she is also the co-author of an HP special edition book, Enterprise Service Management for Dummies. An avid sports fan and real-world corporate athlete, Rhonda stays focused and sharp by competing in marathons and triathlons on a regular basis – over 70 events thus far, including triathlons, half-marathons, marathons, and IRONMAN 70.3 mile triathlons. She recently ran 55 miles in the Serengeti as part of a girls and women's empowerment fundraiser: the first women-only run of its kind.

An interview with Doug Tedder, consultant and trainer, about Enterprise Service Management, the VeriSM™ approach, the value of training, and more. This podcast is copyright The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

Phyllis Drucker talks about including the ability to fail, VeriSM™, continuous learning, business partnership with IT, Enterprise Service Management, Information Security, and more, including her sessions at HDI 2019 Conference & Expo http://bit.ly/2VmfZtv The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

An interview with ITSM analyst, blogger, and speaker Stephen Mann about why implementing service management tools isn't the real task, and how we should be thinking about Enterprise Service Management. The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

Jennifer Hill speaks with the President of nThrive, Rhonda Vetere, about what it took for her to get to the C-Suite and to create sustainable success. Rhonda discusses the attributes that leaders have, and the importance of taking care of yourself first before you can effectively lead a team. rhondavetere.com Rhonda has worked across industries as a global executive and change agent at nThrive / Pamplona Capital Management, Este´e Lauder Companies, AIG, HP Enterprise Services, Barclays / Lehman, Bank One / JPMorgan Chase, CompuServe, UUNET, MCI, and Worldcom. She has lived and worked internationally – in New York, Hong Kong, Singapore, London, Mumbai, and across India – and has managed teams of up to 20,000 people. Vetere is also the co-author of an HP special edition book, “Enterprise Service Management for Dummies”. With an ability to support mergers, create synergies across lines of business, and leverage her onshore/offshore experience, Rhonda is a results-oriented, client-focused executive and delivers value by driving technology improvements for cost and performance to drive the right business outcomes. From her experience as Chief Technology Officer at Este´e Lauder Companies, Rhonda has deep domain expertise in technology and data. Her role included global leadership across 162 countries and running the technology & operations team. She spearheaded the transformation of the IT capabilities foundation into a digital environment at record industry pace, without business disruption, around the world – while saving $28 million a year. Rhonda has been recognized with for her leadership and influence, notably with a 2017 Stevie Award for Excellence in Transforming Business (competing with over 1500 CIOs and CTOs), and has been featured in renowned publications, including Forbes, Huffington Post, Thrive, Moneyish, CNBC, Women of Influence, Financial Post, Triathlete Magazine, SWAAY Magazine, and more. She contributes her perspective and knowledge through serving on boards for professional, educational, and athletic institutions, including the US Olympics and Paralympics, The Canadian Cloud Council, Longwood University, George Mason University School of Business, SWAAY Magazine, Miss Fashion Week, and Xcelocloud Inc. A dynamic leader both at work and play, Vetere is constantly training for and competing in events – over 65 so far, including triathlons, half-marathons, marathons, and IRONMAN triathlons (single-day races that consist of a 2.4-mile swim, a 112-mile bicycle ride, and a marathon 26.22-mile run). She is a member of the New York Road Runners (NYRR), plays golf, and encourages her friends and associates to pursue active, healthy lifestyles as an integral part of career success and improving performance. Rhonda (still!) enjoys traveling for work and fun, and mentoring professionals, athletes, and students. She appreciates the opportunity to engage with others, empowering women and girls to seize their moments and share their passions with the world.

Innovation in artificial intelligence (AI) is rapidly gaining traction across the business operations landscape. Businesses expect AI-powered technology to help them innovate faster and better so they can stay relevant to customers. Enterprise Service Management allows organizations to integrate different departments more effectively for smoother business processes, facilitating better, faster, and cheaper operations. In this episode of Infosys Podcast, Infosys anchor Alex speaks with Gaurav Dutt Uniyal, IT Service Management Practice Lead at Infosys, about how and why must enterprises adopt service management.

In this episode Barclay Rae, Shane Carlson and Martin Thompson discuss using ITSM principles and technology outside the IT department (such as HR).