Podcasts about it service management

Our council conversations continue with Councilmembers Yolanda Trout-Manuel and Kate Baldwin! Councilmember Trout-Manuel, who served as acting deputy mayor for a portion of last year, began serving on the council in January 2014 and currently represents Auburn on the Sound Cities Association (SCA) Domestic Violence Initiative Regional Task Force, SCA Children and Youth Advisory Board, National League of Cities (NLC) Hispanic Elected Officials (HELO), and the National Association of Latino Elected and Appointed Officials (NALEO). Councilmember Trout-Manuel also serves on the Auburn Prevention Coalition for the Auburn School District.  Councilmember Baldwin joined the City of Auburn in January 2022 and is in her first term. Councilmember Baldwin is a Senior Advisory Architect who consults on IT Service Management and ServiceNow software for major public and private organizations throughout the PNW and across the United States. She has worked for Milestone Technologies since 2012, going from one of the most junior consultants brought on staff, to becoming both the youngest and first female solution architect within the practice.   

AI usage has skyrocketed in the past 2 years, with many commonplace apps and software now featuring an AI integration in some form.  With the rapid development and possibilities unlocked with this powerful technology, it can be tempting to go full steam ahead with implementing AI use into your day-to-day business activities. However, new technologies come with new risks that need to be understood and mitigated before any potential incidents. In this episode Mark Philip, Information Security Manager at Cloud Direct, joins Ian to discuss emerging AI risks and how you can build AI resilience into your existing practices. You'll learn ·      Who is Mark? ·      Who is Cloud Direct? ·      How can you assess your current level of AI resilience? ·      What are some of the key threats that AI systems currently face, and how can you mitigate these? ·      How can you utilise AI to enhance your security? ·      What is best practice when responding to an AI related security incident?   Resources ·      Cloud Direct ·      Isologyhub    In this episode, we talk about: [02:05] Episode Summary – We invite Cloud Direct's Information Security Manager, Mark Philip, onto the show to discuss AI risks and how to build in AI resilience into your existing security practices.   [03:25] Who is Mark Philip?: While his primary role is as an Information Security Manager at Cloud Direct, a little known fact about him is that he is an amateur triathlete! At London earlier in 2024, he was lucky enough to bump into Alistair Brownlee, who is the UK's two time gold olympic medalist in triathlon. [05:10] Who are Cloud Direct? – Founded in 2003, Cloud Direct are a Microsoft Azure expert MSP that is the top of Microsoft accreditation that any partner can hold, putting them in the top 5% of Microsoft partners globally. They offer consultancy and professional managed services, specialising in Microsoft Cloud, which is all underpinned with security across the whole Microsoft stack. They also assist with digital transformation and modernisation. [06:30] Assessing the current AI risk landscape: Ian points out that a recent report from the Capgemini Research Institute found that 97% or organisations are using generative AI. With this increase in AI use, there is a correlation with an increase in security incidents related to AI. Mark adds that this technology is so new, with a lot of larger software companies such as Microsoft pushing AI elements into their tools. So there is a learning curve involved with utilising the technology. There is also a lack of Risk Assessment being done in relation to AI, not a lot of though is going into the use of AI on a day-to-day basis. If you're using an AI platform, you need to ask yourself: What is this platform actually doing with the data I'm inputting? There is also the fact that shady individuals are already leveraging this technology with the likes of deep fakes, bad bots and more sophisticated phishing schemes – and the harsh truth is that they're going to get better at it over time. [08:20] What is AI resilience and why is it so important? – AI resilience is about equipping businesses with the processes that control the use and deployment of AI usage, so that they can anticipate and mitigate any AI risks effectively. Similar to ISO Standards, this would involve a risk-based approach. However, this will look very different depending on your business and how you are using AI. For example, the risks of someone using AI to generate a transcript of meeting notes will be much lower in comparison to a healthcare company using complex sets of data with AI to synthesize new medicines. So, if you are using AI you need to consider what the inherent risks could be, and that would be dependent on the data you're processing i.e. is it sensitive data? And then factor in if the software is publicly available (such as ChatGPT), or it is a closed model under your control? Asking these types of questions will give you a more realistic outlook on the risk landscape you face. [10:35] How can a business assess their current level of AI resilience? AI is here to stay, so you won't be able to avoid if forever. So first, you need to embrace and understand it, and that includes creating a clear picture of your use cases. Mark states they did this exercise internally at Cloud Direct when they were starting to use Microsoft's Co-Pilot. They asked themselves: ·      What sort of data is the software interacting with? ·      What data are we putting into it? ·      How do Microsoft manage the program and related security? ·      Are Mircrosoft storing any of that data? It's not just about the security either, you need to understand why your using AI and if it will actually be to your benefit. A lot of people are using it because it's new and shiny, but if it's not actively helping you achieve your business goals, then it's more of a distraction than anything else. For those looking for additional guidance on AI policies, risks and resilience, there's a lot of guidance provided by both ISO and the NCSC. ISO 42001 in particular is useful for both people using AI and developers creating AI. If you're stuck on where to start, a Gap Analysis is a fantastic tool to see where you are currently and what gaps you need to bridge in your security to cover any AI usage, and to see how well you are complying with current legal requirements (the EU AI Act is now in effect!). Another tool is a Risk Assessment. You may not process what many would consider sensitive data, such as healthcare information, but even if you store and hold customer data, then you need to ensure that any AI you use doesn't pose a risk to it. [14:30] How can AI improve security and resilience? – Sticking with Microsoft as an example, as they are releasing a lot of AI driven tools, they can be used to fill gaps that humans may not have the time to do. Once example of this is monitoring and sending security alerts, previously a system may have just sent this to a human member of staff to resolve, but now AI security tools can act on those alerts on your behalf. So, if you have limited IT resources, this could be a fantastic addition to your security set-up. It also eliminates the lag of human response, and AI can look at things in a way a human wouldn't think to.   [17:55] How do people stay ahead of the curve in the evolving AI landscape? – You should be using the myriad of resources available to learn about AI, as there are webinars, social media feeds, blogs and videos released constantly. Microsoft in particular are offering a comprehensive feed of information relating to AI, the risks and new technologies in development. The key is to understand AI before integrating it into your business. Don't just jump at the new shiny toys being advertised to you, go to reputable sources such as the ICO, NCSC, Cyber Essentials and regulatory bodies to learn about the technology, the benefits it can bring in addition to the risks you need to mitigate against. Mark can vouch for Microsoft's though leadership in this field, as they keep all of their customers up-to-date with all of their AI related developments. Cloud Direct themselves are also putting out some great content, so don't forget to check out their resources. If you are already utilising Microsoft's tools, the Cloud Direct can help explain how their new tools can apply to your business. If you're looking for assistance with ISO 42001, then Blackmores can help you with implementing a robust AI Management System. [21:40] What is best practice when responding to an AI related incident? – To be honest, there's no reason to not treat it like any other security incident. We've already adapted to more sophisticated security risks as a result of the move towards home and hybrid working over the pandemic. This simply another stage along in this ever changing security landscape. You should treat it like assessing any new step, and you likely have all the processes in place for analysing risk already in place, simply apply them to the usage of AI and put in place the necessary governance based on your findings. Standards such as ISO 20000 IT Service Management and ISO 22301 Business Continuity are fantastic tools of you're new to this sort of incident response planning. If you've already been certified to these standards, then you likely have the following in place already: ·      Risk Assessments ·      Business Impact Assessments ·      Business Continuity Plans ·      Recovery Plans Simply add AI as an additional risk factor into your existing management system and update the necessary documentation to include actions and considerations for its use. If you update your Business Continuity and recovery plans, then make sure to test them! Don't just assume that they will work, put them to the test and adjust until you're comfortable that in a real incident, everyone in the business knows how to react, what to communicate and how to get back up and running. [24:00] What are Mark's predictions for the field of AI resilience? – People need to look at the opportunities in utilising AI, a lot of people are using it without really understanding it so there's a lot of learning still to do. So, he expects to see a lot of businesses fully grasping how they can use AI to their advantage in the coming years. With that comes the challenge of ensuring it's integrated safely, with the right governance embedded to ensure its safe and ethical usage across entire organisations. Another big challenge is the handling data privacy within AI. Scams are only going to get more complex as AI develops, and you need to ensure your business can protect against that as much as possible. Also businesses should carefully consider what AI platforms they choose to use. Ensure you understand what data is being input and stored, and the level of control you have over it. All of this to say, there are a lot of massive benefits of using AI and you should shy away from it. But, you need to ensure you are using it safely and ethically. [27:30] What is Mark's book recommendation? – The hunt for Red October by Tom Clancy [28:45] What is Mark's favorite quote? – “I have a bad feeling about this…” – Star Wars Want to learn more about Cloud Direct? Check out their website. We'd love to hear your views and comments about the ISO Show, here's how: ●     Share the ISO Show on Twitter or Linkedin ●     Leave an honest review on iTunes or Soundcloud. Your ratings and reviews really help and we read each one. Subscribe to keep up-to-date with our latest episodes: Stitcher | Spotify | YouTube |iTunes | Soundcloud | Mailing List

In this episode of Ticket Volume, Matt Beran reunites with ITSM legends Rob England, Claire Agutter, and Mark Smalley to explore how 2024 shaped IT Service Management and what trends will define the years ahead. This dynamic conversation revisits last year's predictions, reflects on the year's pivotal events, and delves into the evolving landscape of Service Management. Here's a sneak peek: 1. Why the open-source model faced challenges in 2024—and what it means for IT teams. 2. How AI is transforming workflows and becoming an integral part of ITSM. 3. The rise of niche professional communities and the shifting role of platforms like LinkedIn. 4. Cybersecurity wake-up calls and strategies for securing IT supply chains. 5. Predictions for 2025, including human-centric ITSM, sustainability, and adaptive frameworks. Join us for a thought-provoking discussion packed with insights, advice, and a few philosophical gems from three of ITSM's brightest minds. Whether you're an IT pro or just curious about the future of Service Management, this episode is a must-watch! Don't forget to like, subscribe, and share your take on the trends shaping ITSM in the comments below!

Welcome to Service Notes, the ultimate podcast for diving deep into the dynamic world of IT Service Management, hosted by Rina Brahmbhatt! Whether you're a seasoned professional or just curious about the field, this podcast is your go-to source for insights, success stories, and expert advice. Join Rina as she explores how technology, people, and processes come together to deliver incredible value in today's fast-paced business environments. Each episode features engaging conversations with industry experts, offering a behind-the-scenes look at the challenges and triumphs that define the ITSM landscape. Discover what it takes to be the glue that holds IT together, ensuring everything runs smoothly from behind the scenes. Learn how you can make a visible impact every single day by mastering the art of service management. Subscribe now to ServiceNotes and embark on an exciting journey of learning and growth. Tune in, stay inspired, and transform your career with the knowledge and motivation you'll gain from each episode. Keep learning, keep growing, and thank you for listening to Servic

Welcome to Service Notes, the ultimate podcast for diving deep into the dynamic world of IT Service Management, hosted by Rina Brahmbhatt! Whether you're a seasoned professional or just curious about the field, this podcast is your go-to source for insights, success stories, and expert advice. Join Rina as she explores how technology, people, and processes come together to deliver incredible value in today's fast-paced business environments. Each episode features engaging conversations with industry experts, offering a behind-the-scenes look at the challenges and triumphs that define the ITSM landscape. Discover what it takes to be the glue that holds IT together, ensuring everything runs smoothly from behind the scenes. Learn how you can make a visible impact every single day by mastering the art of service management. Subscribe now to ServiceNotes and embark on an exciting journey of learning and growth. Tune in, stay inspired, and transform your career with the knowledge and motivation you'll gain from each episode. Keep learning, keep growing, and thank you for listening to ServiceNotes!

AI, Leadership, and the Future of Service Management with Ariel Gesto. In this episode of Ticket Volume, Matt Beran sits down with Ariel Gesto, CEO and co-founder of InvGate, to explore the game-changing (and sometimes intimidating) role of AI in IT and business. From cutting through the hype to discussing how AI can truly enhance Service Management, Ariel shares invaluable insights on staying grounded while leading innovation. You'll also hear his inspiring story of building InvGate from Buenos Aires into a global leader—and how passion and purpose drive his every decision.Here's what's inside: 1. Why fear of AI is holding businesses back. 2. How InvGate's AI service layer delivers real value (without replacing people!). 3. The right way to adopt AI while maintaining governance and data integrity. 4. Ariel's journey as a founder—and his advice for future entrepreneurs. 5. Why simplifying workflows can change lives for IT teams. If you're curious about where AI fits in IT Service Management or want to hear what it takes to lead a global company, this episode is a must-watch! Don't forget to like, subscribe, and share your thoughts in the comments. We'd love to hear your take on AI and the future of IT! --- Share your feedback! Help us improve Ticket Volume by taking our quick year-end survey at this link. Your input will shape our 2025 content!

Join us as we dive into the latest Ticket Volume - IT podcast episode with the insightful Kenneth "Kengon" Gonzalez! This time, Kenneth, a former Gartner analyst and industry advisor, shares why focusing on organizational capabilities (not just tools!) is the future of IT Service Management and business growth. If you've ever wondered if ITSM is dead, or why Gartner retired its famous Magic Quadrant, this is for you! Get ready for some bold perspectives and a reimagined approach to customer success and organizational improvement. Here's a quick sneak peek: 1. Why ITSM tools are losing their edge. 2. The power of organizational capabilities for real impact. 3. Moving from SLAs to XLAs for customer experience that matters. 4. Why maturity models might be holding you back. 5. The surprising reason Gartner retired the Magic Quadrant. Don't miss out on this refreshing look at ITSM and organizational evolution with Kenneth Gonzalez!

Which KPIs really matter in IT Service Management?In this episode, Elias sits down with Huseyin Uysal, Head of Global Service Desk at ISS, to uncover what separates successful IT service management from the rest. With a wealth of experience managing global teams and optimizing IT processes, Huseyin reveals the metrics that really matter, how customer effort is often overlooked, and the strategies his team used to slash ticket resolution times in half despite a surge in ticket volumes.You'll learn:1. Which KPIs actually drive value in IT service management (and which don't)2. Why focusing on "customer effort" is crucial for IT support success3. How to handle a threefold increase in ticket volume without losing control4. The key lessons from bringing outsourced tasks back in-house5. How empowering your team can drastically cut ticket resolution times___________Get in touch with Huseyin Uysal on LinkedIn: https://www.linkedin.com/in/huysal89/ ___________Details about ISS:Website: https://www.issworld.com/enIndustry: Facilities ServicesCompany size: 10,001+ employeesHeadquarters: Copenhagen, Denmark___________About the host Elias Voelker:Elias is the VP for North America at Checkmk. He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons.Get in touch with Elias via LinkedIn or email podcast@checkmk.com.___________Podcast Music:Music by Ströme, used by permission‚Panta Rhei‘ written by Mario Schoenhofer(c)+p 2022, Compost Medien GmbH & Co KGhttps://stroeme.com/ https://compost-rec.com/ ___________Thanks to our friends at SAWOO for producing this episode with us! 

What separates a well-oiled IT operation from one constantly putting out fires? In this episode, we dive deep into the world of IT Service Management (ITSM) with Haroon Hasan, author of "Choose to Lead" and Director of IT Service Management and Governance at Computacenter. With 20+ years of experience, Haroon shares insights on optimizing ITSM for operational excellence. He covers quick ITSM assessments, the benefits of a mature ITSM model, the role of leadership in driving change, and more.You'll learn:1. Key questions to ask in your initial ITSM assessment.2. The different ITSM maturity levels.3. Why top-down leadership drives ITSM success.4. The benefits of a mature ITSM model.5. The value of real-time metrics in enhancing IT services.6. Essential leadership principles from Haroon's book "Choose to Lead".___________Get in touch with Haroon Hasan on LinkedIn: https://www.linkedin.com/in/haroon-hasan/ Download Haroon's book "Choose to Lead" here: https://amzn.to/47J0emG ___________Details about Computacenter:Website: https://www.computacenter.com/ Industry: Information Technology & ServicesCompany size: 10,001+ employeesHeadquarters: Hatfield, HertfordshireFounded: 1981___________About the host Elias Voelker:Elias is the VP for North America at Checkmk. He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons.Get in touch with Elias via LinkedIn or email podcast@checkmk.com.___________Podcast Music:Music by Ströme, used by permission‚Panta Rhei‘ written by Mario Schoenhofer(c)+p 2022, Compost Medien GmbH & Co KGhttps://stroeme.com/ https://compost-rec.com/ ___________Thanks to our friends at SAWOO for producing this episode with us! 

Why you should listenGain valuable knowledge from Merv Small, who has over 12 years of experience building a successful ServiceNow practice. Learn how to maximize the platform's capabilities and drive value for your organization.Discover Merv's unique approach to generating leads through ServiceNow and personal networks, providing actionable strategies that you can implement in your own business.Explore how ServiceNow can effectively complement other platforms like Salesforce, and learn how to create a seamless technology ecosystem that enhances operational efficiency and user experience.Are you unsure how to leverage ServiceNow alongside platforms like Salesforce? In this episode of the Paul Higgins Show, I chat with Merv Small from Agiro, who shares his 12 years of experience in building a successful ServiceNow practice.Merv discusses effective lead generation, the synergy between ServiceNow and Salesforce, and his innovative approach to creating a blended team through offshore development. With an inspiring journey from hip-hop artist to tech leader, Merv offers valuable insights for anyone looking to enhance their understanding of ServiceNow and its integration with other platforms.About Merv SmallAs a tech founder and Cloud platform specialist, Merv brings a unique blend of executive leadership and hands-on experience to propel organisations toward digital excellence.With over 18 years dedicated to application management and ITIL, coupled with over 12 years of hands-on and strategic involvement in the ServiceNow domain, Merv is well-versed in driving Business Process improvement, IT Service Management, IT Strategy, IT Training, Project Management, Technical Development, and ServiceNow Platform Management.As a seasoned ServiceNow trainer and lecturer, Merv has had the privilege of imparting knowledge to ServiceNow professionals including ServiceNow employees and by delivering training support at the prestigious ServiceNow Knowledge conference in Las Vegas, he was also entrusted to pioneer the delivery of the first-ever ServiceNow University course offered in the APAC region at Western Sydney University (WSU).Resources and LinksAgiro.com.auMerv's LinkedIn profilePrevious episode: 567 - Cracking the Verticalization Code with Tom HallCheck out more episodes of The Paul Higgins ShowThe Tech Consultant's RoadmapJoin our newsletterJoin the Tech CollectiveSuggested resourcesFind out more about Paul and how he can help you

In this special season finale of Service Notes, we bring back Rhonda Downing for a more personal conversation. Throughout this season, Rhonda has shared her extensive experience and wisdom in IT Service Management, but in today's episode, we take a step back to learn more about the person behind the professional. Join us as Rhonda opens up about her life beyond IT, sharing personal stories, her guiding life principles, and what she wishes she could tell her younger self. It's an inspiring, reflective, and heartwarming way to close out this season of Service Notes. Whether you're in IT or just looking for a dose of personal motivation, this episode will leave you with valuable takeaways for both your career and your life. Thank you for being part of this journey with us. Stay tuned for more in future seasons of Service Notes—but for now, enjoy this final conversation with Rhonda Downing. Don't forget to subscribe, leave a review, and share this episode with others who might enjoy it!

In this episode of "Service Notes," we continue our conversation with Rhonda Downing, a seasoned professional in IT Service Management. Rhonda shares her experiences of staying focused and tackling some of the challenges in her career and the lessons she's learned, including the meaning of 'so many different ways to skin a cat.' Don't miss next week's episode, where Rhonda will discuss her favorite things and share her final words of wisdom for anyone looking to break into IT Service Management. Hit subscribe and stay tuned!

Join us in Episode 85 of Ticket Volume as we delve into the world of Service Management Maturity and Service Desk Certifications with industry experts Joshua Nelson, Alex Harding, and Sarah Jayne Bulley. Discover the five levels of Service Desk Certifications, their importance in IT Service Management, and how achieving these certifications can elevate your organization's service desk operations. This episode offers valuable insights and practical advice for IT professionals looking to enhance their service delivery and align with industry best practices.

In July 2024, A logic error in an update for CrowdStrike's Falcon software caused 8.5 million windows computers to crash. While a fix was pushed out shortly after, the nature of the error meant that a full recovery of all effected machines took weeks to complete. Many businesses were caught up in the disruption, regardless of if this affected them directly or by proxy due to affected suppliers. So, what can businesses learn from this? Today, Ian Battersby and Steve Mason discuss the aftermath of the CrowdStrike crash, the importance of good business continuity and what actions all businesses should take to ensure they are prepared in the event of an IT incident. You'll learn ·      What happened following the CrowdStrike crash? ·      How long did it take businesses to recover? ·      Which ISO management system standards would this impact? ·      How can you use your Management System to address the affects of an IT incident? ·      How would this change your understanding of the needs and expectations of interested parties? ·      How do risk assessments factor in where IT incidents are concerned?   Resources ·      Isologyhub ·      ISO 22301 Business Continuity     In this episode, we talk about: [00:30] Join the isologyhub – To get access to a suite of ISO related tools, training and templates. Simply head on over to isologyhub.com to either sign-up or book a demo. [02:05] Episode summary: Ian Battersby is joined by Steve Mason to discuss the recent CrowdStrike crash, the implications on your Management system and business continuity lessons learned that you can apply ahead of any potential future incidents.   [03:00] What happened following the CrowdStrike crash?– In short, An update to CrowdStrike's Falcon software brought down computer systems globally. 8.5 million windows systems, which in reality is less than 1% of windows systems, were affected as a result of this error. Even still, the damage could still be felt from key pillars of our societal infrastructure, with a lot of hospitals and transportation like trains and airlines being the worst affected. [04:45] How long did it take CrowdStrike to issue a fix? – CrowdStrike fixed the issue in about 30 minutes, but this didn't mean that computers affected would be automatically fixed. In many cases applying the fix meant that engineers had to go on site to many different locations which is both time consuming and costly. In some cases Microsoft said that some computers might need as many as 15 reboots to clear the problem. So, a fix that many were hoping would solve the issue ended up taking a few weeks to fully resolve as not everyone has IT or tech support in the field to issue a manual reboot. A lot of businesses were caught out as they don't factor this into their recovery time, some assuming that an issue like this is guaranteed to be fixed within 48 hours, which is not something you can promise. You need to be realistic when filling out a Business Impact Assessment (BIA). [07:55] How do you know in advance if an outage will need physical intervention to resolve? – There is a lesson to be learnt from this most recent issue. You need to take a look at your current business continuity plans and ask yourself: ·      What systems to you use? ·      How reliable are the third-party applications that you use? ·      If an issue like this to reoccur, how would it affect us? ·      Do we have the necessary resource to fix it? i.e. staff on site if needed? Third-parties will have a lot of clients, some may even prioritise those that pay a more premium package, so you can't always count on them for a quick fix. [09:10] How does this impact out businesses in terms of our management standards? – When we begin to analyse how this has impacted our management systems, we can't afford to say ‘We don't use CrowdStrike therefore it did not impact us' – it may have impacted your suppliers or your customers. Even if there was zero impact, lessons can be learned from this event for all companies. Standards that were directly affected by the outage were: ·      ISO 22301 – Business Continuity: Recovery times RPO and RTO; BIA; Risk Assessments ·      ISO 27001 – Information Security: Risk Assessment; Likelihood; Severity; BCP; ICT readiness ·      ISO 20000-1 – IT Service Management; Risk Assessment of service delivery; Service continuity; Service Availability Remember, our management systems should reflect reality and not aspiration [11:30] How do we use our Management Systems to navigate a path of corrective action and continual improvement? – First and foremost an event like this must be raised as an Incident – in this case it would no doubt have been a Major Incident for some companies. This incident will typically be recorded in the company's system for capturing non-conformities or continual improvement. You could liken this to how ISO 45001 requires you to report accidents and incidents. From the Incident a plan can be created which should include changes to be considered or made to the management system. The Incident should lead us to conducting a lessons learned activity to determine where changes and improvements need to be made. We are directed in all standards to Understanding the Organisation and its context The key requirement here is to determine the internal and external issues that can impact your management system, and prevent it from being effective. Whatever method a company uses for this, perhaps a SWOT and PESTLE; the CrowdStrike/Microsoft Outage should be included in this analysis as a threat and/or Technical issue. [15:15] What are the lessons learned from our supply chain? – In many ISO Standards, such as ISO 9001 and ISO 27001, there is a requirement to review your suppliers and the effectiveness of the service they're delivering. So you could send them an e-mail to ask how they have dealt with the issue, what actions did they take and how long did it take to fully restore services. This is a collaborative process that you can factor into your own risk assessments, as you can make a better judgement on future risk level if you are privy to their recovery plans. Many people still think of that requirement only in relation to goods and products. i.e. has my order been delivered ect. However, it relates to services such as IT infrastructure as well. You rely on that service, so evaluate how well it's being delivered. [17:35] Join the isologyhub and get access to limitless ISO resources – From as little as £99 a month, you can have unlimited access to hundreds of online training courses and achieve certification for completion of courses along the way, which will take you from learner to practitioner to leader in no time. Simply head on over to the isologyhub to sign-up or book a demo. [19:50] Once you have established lessons learnt, what's next?  – The Standards provide a logical path to work through. One of the first steps is to conduct a SWOT and PESTLE, and doing so after a major incident is recommended, as your threats and weaknesses may have changed as a result. Do not simply put the sole blame on a third-party who an incident may of originated from. This is about your response and recovery, your plans coming into effect to deal with the situation, not about who is at fault. One such finding may be your lack of business continuity plans, in which case, looking at implementing aspects of ISO 22301 may be an action to consider. It's also important to note down any positives from the incident too. You may have dealt with something very fast, communicated the issue effectively and worked with clients to ensure that their level of service was minimally impacted. If a team dealt with a situation particularly well, they should be recognised for that, as it really does go a long way. [23:55] The importance of revisiting your SWOT and PESTLE: These exercises shouldn't just be a one time thing. You should be addressing these after incidents and any major changes within the business. Ideally, you should be looking at these in all your meetings, as many actions may need to be escalated to a strategic level. If you'd like to learn about how one of our clients embraced SWOT and PESTLE, and used it to their advantage, check out episode 53. [25:20] How has our understanding of the needs and expectations of Interested Parties been changed? - How has the Outage impacted the needs and expectations of interested parties? Understanding this might lead companies to ask questions about the robustness and effectiveness of different parts of the management system: ·      Risk Assessment ·      BIA for BCP ·      Recovery Plans ·      DR plans ·      Service Continuity [27:50] What should you be considering with your risks assessments? - Risk Assessments, if they follow the traditional methodology, with have Likelihood and Impact/Severity scores an in the light of this outage, and any event, the likelihood and Impact scores should be updated. If a company has set the likelihood as ‘once every 5 years' it should seriously consider changing this to ‘once every 6 months' or 'once every year' to understand if this poses any new risks to the business. The likelihood score would of course be updated every year until it has recovered to ‘once every 5 years'. The impact is important to look at. If a company has been impacted by this outage, what has it cost the company to recover – talk to finance and other departments to understand the cost and change the scoring accordingly. [33:20] Why should a business carry out a risks assessment as part of lessons learnt? - Our risk assessments are not a one-off, but should be living documents that reflect the status of threats to the business. In ISO 27001 there is a statement to identify the ‘Consequences of  unintended changes,' and it could be argued that an Outage on the level of the CrowdStrike/Microsoft outage was an ‘unintended change that led to consequences in many businesses. So, use your risk assessments as live tools to report on the reality facing the organisation. Similarly, BIA assessments for BCP should be reviewed to determine if the assumed impact reflects the real impact; also look at the recovery plans to see if they are effective. If a recovery plan has stated that this type of incident could be recovered in 48 hours, and in reality it has taken 2 weeks, it means that recovery times in terms of RPO and RTO should be reviewed. Remember - your management system should reflect reality and not aspiration. If you'd like to book a demo for the isologyhub, simply contact us and we'd be happy to give you a tour. We'd love to hear your views and comments about the ISO Show, here's how: ●     Share the ISO Show on Twitter or Linkedin ●     Leave an honest review on iTunes or Soundcloud. Your ratings and reviews really help and we read each one. Subscribe to keep up-to-date with our latest episodes: Stitcher | Spotify | YouTube |iTunes | Soundcloud | Mailing List

Transforming MSPs to TSPs with TechGrid's Unified IT Service Platform In this episode of Great Things with Great Tech, we dive into the transformation of managed service providers (MSPs) into Technology Service Providers (TSPs) with Phillip Wegner, Founder and CEO of TechGrid. Discover how TechGrid is revolutionizing IT service management by integrating scattered tools, automating digital workflows, and providing a unified platform to enhance efficiency and service delivery. Phillip shares insights into the evolution of the IT landscape and explains how TechGrid addresses the challenges of today's fragmented IT infrastructure. Founded in 2006 and headquartered in Charlotte, North Carolina, TechGrid is pioneering a new era for IT services. Key Topics Discussed: TSP vs MSP: Explore the crucial differences and why TSPs are essential in the modern IT environment. TechGrid's Journey: Phillip takes us from the early days of SecureEdge to the innovative creation of TechGrid, a platform designed to unify IT service management. IT Management Challenges: Learn about the fragmentation in the IT channel and the importance of integrated tools and digital workflows. Evolution of IT Services: Understand the transition from traditional MSPs to TSPs and how TechGrid facilitates this shift.Innovative Solutions: Discover how TechGrid's marketplace, digital workflows, and embedded financial services are transforming the operational model for TSPs. Future Growth and Vision: Insights into TechGrid's growth following their $9.2M Series A funding from Bellini Capital, and their future scaling strategies. Technology and Concepts Mentioned: TechGrid, Technology Service Provider, Managed Service Provider, Digital Workflows, Automation, IT Service Management, Marketplace, Financial Services, Cloud, SaaS, As-a-Service. ☑️ Web: https://techgrid.com ☑️ Crunchbase: https://www.crunchbase.com/organization/techgrid ☑️ Support the Channel: https://ko-fi.com/gtwgt ☑️ Be on #GTwGT: Contact via Twitter @GTwGTPodcast or visit https://www.gtwgt.com ☑️ Subscribe to YouTube: https://www.youtube.com/@GTwGTPodcast?sub_confirmation=1 Check out the full episode on our platforms: • YouTube: https://youtu.be/kmB_pjGb5Js • Spotify: https://open.spotify.com/episode/2l9aZpvwhWcdmL0lErpUHC?si=x3YOQw_4Sp-vtdjyroMk3Q • Apple Podcasts: https://podcasts.apple.com/us/podcast/darknet-diaries-with-jack-rhysider-episode-83/id1519439787?i=1000654665731 Follow Us: • Website: https://gtwgt.com • Twitter: https://twitter.com/GTwGTPodcast • Instagram: https://instagram.com/GTwGTPodcast ☑️ Music: https://www.bensound.com

Join us for a thrilling dive into the world of AI in IT Service Management with expert Daniel Ciolek from InvGate. In this episode, Daniel spills the secrets on how AI is transforming ITSM—from supercharging response times to enhancing document privacy. Get ready for a fun and insightful journey into the future of ITSM. Don't miss out! What do you think of this episode? How are you using AI in ITSM? Let us know. See you in the next episode!

This episode is sponsored by Netsuite by Oracle, the number one cloud financial system, streamlining accounting, financial management, inventory, HR, and more.   NetSuite is offering a one-of-a-kind flexible financing program. Head to  https://netsuite.com/EYEONAI to know more.     In this episode of the Eye on AI podcast, join us as we sit down with Avi Kedmi, CEO of SysAid, to explore the transformative power of AI in IT service management.   Avi shares his journey from the high-tech industry to leading SysAid, a pioneer in IT service management solutions. With over 20 years of experience, Avi discusses how SysAid is leveraging AI to revolutionize service management through predictive modeling and generative AI.   Discover how SysAid's AI-driven solutions reduce ticket volumes and enhance customer satisfaction by automating IT services. Avi provides an inside look at SysAid's AI Co-Pilot, a comprehensive AI suite designed to optimize IT service delivery and support.   Explore the unique features of SysAid's platform, including its ease of use, no-code interface, and seamless integration with existing IT systems. Avi explains how SysAid's AI capabilities enable real-time data processing and decision-making, improving efficiency and response times.   Learn about the future of AI in IT service management, as Avi delves into the potential for AI-driven automation and the development of smarter IT solutions. He also highlights SysAid's strategic approach to staying competitive in a rapidly evolving industry.   Tune in to understand how SysAid is setting new standards in AI-powered IT service management and what this means for the future of IT support.   Don't forget to like, subscribe, and hit the notification bell for more insights into the technologies driving the AI revolution.     Get 20% off SysAid Copilot using this link: https://www.sysaid.com/lp/sysaid-copilot-s?utm_source=youtube&utm_medium=cpc&utm_campaign=short-craig   Stay Updated: Craig Smith Twitter: https://twitter.com/craigss Eye on A.I. Twitter: https://twitter.com/EyeOn_AI   (00:00) Preview and Introduction (02:38) Avi Kedmi's Background (04:37) SysAid's Role in the ITSM Market (06:39) SysAid Co-Pilot: AI-Powered IT Solutions (08:31) Importance of Generative AI in Service Management (12:23) Conversational Interfaces and Large Language Models (14:20) AI Applications in IT Service Management (21:16) Automated Pre-Processing and Document Handling (25:33) AI's Role in Reducing Ticket Volumes (28:56) Ensuring Accuracy and Relevance (30:46) Cross-Channel Accuracy Management (34:03) SysAid's Mid-Market Focus and Strategic Positioning (37:52) Market Segmentation and Competitive Advantage (39:17) Digitization and Future Market Trends (43:54) Challenges with Knowledge Base Maintenance (46:48) Future Developments and Industry Trends (47:39) SysAid's Vision for AI and IT Service Management

Erweitere dein Wissen über digitale Sicherheit mit "Cybersecurity ist Chefsache". In der neuesten Episode begrüßt Gastgeber Nico Werner den erfahrenen IT-Experten David Manzer. Mit über 20 Jahren Erfahrung in der IT-Branche, spezialisiert auf Systemadministration, Webentwicklung sowie IT-Service-Management und Informationssicherheit, bietet David Manzer mit seinem Unternehmen ND Concepts GmbH ein umfassendes Spektrum an Sicherheitsdienstleistungen an. Dazu zählen Incident Response Service, Awareness-Maßnahmen und CISO-Assist-Service, um Unternehmen in der Abwehr digitaler Bedrohungen zu stärken. In dieser fesselnden Podcast-Episode tauchen Nico und David tief in die Welt der IT-Sicherheit ein. Sie erörtern einen realen Vorfall, bei dem ein angenommener Hackerangriff für Unruhe innerhalb eines Unternehmens sorgte. Durch eine methodische Analyse des Ereignisses konnten erhebliche Sicherheitsmängel festgestellt und in der Folge effektive Gegenmaßnahmen eingeleitet werden. Die Experten diskutieren ausführlich, welche Fehltritte zu dem Vorfall führten und wie solche Vorfälle in Zukunft verhindert werden können. Sie betonen die Bedeutung von präventiven Strategien und wie wichtig es ist, dass Geschäftsführer eine proaktive Rolle im Management der Cybersicherheit ihres Unternehmens einnehmen.

Erweitere dein Wissen über digitale Sicherheit mit "Cybersecurity ist Chefsache". In der neuesten Episode begrüßt Gastgeber Nico Werner den erfahrenen IT-Experten David Manzer. Mit über 20 Jahren Erfahrung in der IT-Branche, spezialisiert auf Systemadministration, Webentwicklung sowie IT-Service-Management und Informationssicherheit, bietet David Manzer mit seinem Unternehmen ND Concepts GmbH ein umfassendes Spektrum an Sicherheitsdienstleistungen an. Dazu zählen Incident Response Service, Awareness-Maßnahmen und CISO-Assist-Service, um Unternehmen in der Abwehr digitaler Bedrohungen zu stärken. In dieser fesselnden Podcast-Episode tauchen Nico und David tief in die Welt der IT-Sicherheit ein. Sie erörtern einen realen Vorfall, bei dem ein angenommener Hackerangriff für Unruhe innerhalb eines Unternehmens sorgte. Durch eine methodische Analyse des Ereignisses konnten erhebliche Sicherheitsmängel festgestellt und in der Folge effektive Gegenmaßnahmen eingeleitet werden. Die Experten diskutieren ausführlich, welche Fehltritte zu dem Vorfall führten und wie solche Vorfälle in Zukunft verhindert werden können. Sie betonen die Bedeutung von präventiven Strategien und wie wichtig es ist, dass Geschäftsführer eine proaktive Rolle im Management der Cybersicherheit ihres Unternehmens einnehmen.

Erweitere dein Wissen über digitale Sicherheit mit "Cybersecurity ist Chefsache". In der neuesten Episode begrüßt Gastgeber Nico Werner den erfahrenen IT-Experten David Manzer. Mit über 20 Jahren Erfahrung in der IT-Branche, spezialisiert auf Systemadministration, Webentwicklung sowie IT-Service-Management und Informationssicherheit, bietet David Manzer mit seinem Unternehmen ND Concepts GmbH ein umfassendes Spektrum an Sicherheitsdienstleistungen an. Dazu zählen Incident Response Service, Awareness-Maßnahmen und CISO-Assist-Service, um Unternehmen in der Abwehr digitaler Bedrohungen zu stärken. In dieser fesselnden Podcast-Episode tauchen Nico und David tief in die Welt der IT-Sicherheit ein. Sie erörtern einen realen Vorfall, bei dem ein angenommener Hackerangriff für Unruhe innerhalb eines Unternehmens sorgte. Durch eine methodische Analyse des Ereignisses konnten erhebliche Sicherheitsmängel festgestellt und in der Folge effektive Gegenmaßnahmen eingeleitet werden. Die Experten diskutieren ausführlich, welche Fehltritte zu dem Vorfall führten und wie solche Vorfälle in Zukunft verhindert werden können. Sie betonen die Bedeutung von präventiven Strategien und wie wichtig es ist, dass Geschäftsführer eine proaktive Rolle im Management der Cybersicherheit ihres Unternehmens einnehmen.

Today's guest is Felipe Oehrwald, Manager (Specialist Lead) – Technology Strategy Transformation at Deloitte. As a ServiceNow Global Elite Partner with over 11 years of experience delivering ServiceNow transformation programs for over 5500 clients, Deloitte understands this new world of work. With deep industry expertise, they have integrated advisory services into over 6000 ServiceNow implementations and innovation-led operations. Together, Deloitte can re-architect work and help you unlock business value to create a better future. Passionate about transforming service delivery through ServiceNow, Felipe brings extensive expertise in IT Service Management, Service Portfolio Management, rollouts and developing effective ServiceNow strategies. As a dedicated learning manager for Deloitte, he ensures continuous growth and knowledge enhancement in ServiceNow. With a demonstrated track record, Felipe possesses the expertise and a profound understanding of optimizing CVs, market demands and strategically enhancing one's chances of securing positions in top consulting companies. In this episode, Felipe talks about: His journey into the world of ServiceNow, An overview of Deloitte's ServiceNow team in Germany, Shifting from heavy customizations to strategic configurations for stability, Focusing on strategic advantage and documentation, Prioritizing foundational processes for successful technology integration, Shifting focus to innovation and user experience over internal concerns, Urgency to act on Generative AI for strategic advantage

For the Demoralized:Evan Carlson, COO at EasyVista, shares his incredible story of a challenge that tested his entire organization and what they learned that ultimately inspired their success.Change can reveal weakness and even destroy……it can also represent OPPORTUNITY for growth, innovation, and unity.There is ALWAYS more change coming. Have you acknowledged it?Have you communicated it?Are you preparing for it?Evan gets that leaders win when they proactive in anticipating the change vs reacting and being caught on their heals.His message helped me look at leading teams through change in a MUCH different way!It likely will for you too.—--EasyVista provide IT Service Management and IT Operations Management solutions that are innovative and sustainable. He was the first employee over 14 years ago in the US for the Europe headquartered company, joining at a time of significant transformation in the IT Service Management market. His professional career has been in technology where change is a constant and something that he embraces and thrives on.LinkedIn Profile https://www.linkedin.com/in/evancarlson/Company Link: https://www.easyvista.com/it/What You'll Discover in this EpisodeThe Leadership Secret He Learned “Dialing for Dollars”An Unexpected Twist that Led to His Success.The Rock Band That Motivates Him.-----Connect with the Host, #1 bestselling author Ben FanningSpeaking and Training inquiresSubscribe to my Youtube channelLinkedInInstagramTwitter

In Elixir Wizards Office Hours Episode 2, "Discovery Discoveries," SmartLogic's Project Manager Alicia Brindisi and VP of Delivery Bri LaVorgna join Elixir Wizards Sundi Myint and Owen Bickford on an exploratory journey through the discovery phase of the software development lifecycle. This episode highlights how collaboration and communication transform the client-project team dynamic into a customized expedition. The goal of discovery is to reveal clear business goals, understand the end user, pinpoint key project objectives, and meticulously document the path forward in a Product Requirements Document (PRD). The discussion emphasizes the importance of fostering transparency, trust, and open communication. Through a mutual exchange of ideas, we are able to create the most tailored, efficient solutions that meet the client's current goals and their vision for the future. Key topics discussed in this episode: Mastering the art of tailored, collaborative discovery Navigating business landscapes and user experiences with empathy Sculpting project objectives and architectural blueprints Continuously capturing discoveries and refining documentation Striking the perfect balance between flexibility and structured processes Steering clear of scope creep while managing expectations Tapping into collective wisdom for ongoing discovery Building and sustaining a foundation of trust and transparency Links mentioned in this episode: https://smartlogic.io/ Follow SmartLogic on social media: https://twitter.com/smartlogic Contact Bri: bri@smartlogic.io What is a PRD? https://en.wikipedia.org/wiki/Productrequirementsdocument Special Guests: Alicia Brindisi and Bri LaVorgna.

Today's guest is Shannon Chapman, Director of IT Service Delivery at Norwegian Cruise Line Holdings Ltd. Founded in 1966, Norwegian Cruise Line has been the premier innovator in the cruise line industry for nearly 60 years. They were the first to eliminate set dining times and provide guests with the freedom to cruise on their timetable to over 450 incredible destinations around the world. In the coming years, Norwegian's commitment to innovation will continue to raise the bar for the cruise industry. Shannon leads their ServiceNow team to enable delivery of IT Services to end-users. She partners with business owners and IT service owners to implement automation and achieve overall labor cost-savings, along with improving the user experience. Shannon and her team manages the end-to-end development lifecycle and leads the creation, implementation and streamlining of IT Service Management processes. She also leads delivery of ServiceNow development along with overall platform manageability including upgrades. In this episode, Shannon will discuss: Her background and ServiceNow journey to date, Her current work in prioritizing ServiceNow enhancements for NCLH, Boosting ServiceNow adoption with personalized work anniversary celebrations, Enhancing the workplace experience by streamlining hardware asset management for efficiency, Automating credit card merchant tracking to significantly reduce processing time, How the automated test framework cuts testing time & streamlines ServiceNow upgrades, Her key advice for a successful platform implementation

Register for our next live webinar to discuss multidisciplinary ITSM projects here: https://bit.ly/3Vkzjtm. What do ITSM, BRM, Agile, and Project Management frameworks have in common? Kicking off this year's season of Ticket Volume, David Tomlinson invites us to explore this question. He makes the argument that any successful framework implementation doesn't mean obsessing over which one is better or finding a perfect fit and following it blindly. For this, he explains how organizations and leaders have to focus on adaptation, common sense, and the human factor when it comes to designing strong processes. David Tomlinson serves as Senior Learning Specialist and DevOps Ambassador for DevOps, Agile, Project, Program, and IT Service Management at QA Ltd. Before this, he also worked for over ten years as Senior Trainer Consultant at FGI Consultancy.

Register here to win an "Introduction to ESM" book: https://bit.ly/3RMDADo! Same as every year, December arrives with trends, predictions, and the need to try to take a glimpse at the future. For the IT industry in particular, 2023 brought several changes – and a few game-changers. The eruption of AI is clearly a hot topic, and we have also witnessed a more profound shift towards experience, as well as a focus on capabilities and measuring value. And since we're not fortune-tellers, we brought a panel of experts to reveal what's in store for 2024 in the IT Service Management world. Should we be prepared for another groundbreaking innovation? Is there something else we need to prepare for? Only time will tell – but you can listen for some spoilers and predictions! Rob England, Claire Agutter, and Mark Smalley join Matt Beran to discuss the future of Service Management, specifically focusing on IT and other shared service functions. Formerly known as “The IT Skeptic”, Rob England is an active contributor to ITIL Service Strategy, The Unicorn Project, The Agile Manager, Open Management, The DevOps Handbook, a lead author of the VeriSM digital framework. Claire Agutter is currently the Director at ITSM Zone and Scopism. She's a Service Management trainer, consultant, author, and Chief Architect for VeriSM. She was recognized as an HDI Top 25 Thought Leader in 2018 and 2019 and was nominated as one of Computer Weekly's 50 Women in Tech. Self-defined as The IT Paradigmologist, Mark Smalley is an ITIL author and co-author, IT Management consultant and trainer, advisor, and former ambassador of organizations such as DevOps Agile Skills Association and ASL BiSL Foundation.

In this episode, we're joined by Simone Jo Moore, an expert in enterprise IT Service management. Simone delves into the considerations surrounding AI in IT Service Management, emphasizing the importance of ethics and maintaining a human-centric approach. Tune in as she sheds light on the delicate balance of AI as a tool, not a crutch, in the ever-evolving landscape of IT services. Ps. This description was written by AI, using it as a tool, not a crutch. :) --- 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

Today's guest is Marcel Horn, Practice Lead ServiceNow at Contec-X GmbH. Founded in 2002, Contec-X offer first-class software solutions for IT, product/project development and innovation-oriented company areas. These solutions are based on the standard software Clarity PPM® and/or the ServiceNow platform, which Contec-X adapt for your company as an authorized and certified partner. It is the company's mission to implement software solutions to digitize and optimize processes so that you and your company achieve better results! Marcel is a seasoned IT professional with over 10 years of comprehensive experience in IT Service Management, Project Management and Enterprise Architecture. He has led high-performing teams in companies like Contec-X GmbH and ins-pi GmbH, demonstrating excellence in implementing ServiceNow applications, integration and configuration. His expertise is further supported by a strong foundation of ServiceNow certifications, and proficiency in using UPM·X, Designer and FREELUCY applications to drive IT service delivery and business process improvements. In this episode, Marcel discusses: How he got into the world of ServiceNow, Challenges he's faced working within ServiceNow, Current trends he is seeing in the ServiceNow ecosystem, Addressing gaps and their impact on implementations, Why ServiceNow is the best PPM solution, Where he sees the platform evolving in the coming years

In this episode, our podcast host, Matthew O'Neill takes us on a deep dive “Exploring DORA”, Europe's new Digital Operational Resilience Act which is being suggested, will be as significant for Financial Services as GDPR has been to the rest of us.Matthew discusses the key provisions of DORA and how it aims to ensure the robustness and resilience of the financial system in the digital age. We'll uncover Matthew's take on the motivations behind the act, its implications for financial institutions, IT service provider partners, and even the regulators, all with the aim of providing protection for consumers. From cyber threats to operational disruptions, DORA's framework addresses a wide range of risks and sets new standards for digital operational resilience. Matthew makes it clear that regulators from other jurisdictions are watching with interest.In addition, we learn of Matthew's unprecedented journey in the financial sector; from an office junior at a local bank in the UK to becoming the Head of Infrastructure and Operations in Asia and then the Global Head of Data centres and IT Service Management at one of the world's largest banks, and then on to his landing here at VMware. Matthew's take on DORA gives you a true insider's perspective. It's a must-listen!3 Takeaways:DORA emphasizes that operational resilience is not limited to financial services firms alone. The entire ecosystem supporting critical services must be considered. This means mapping out end-to-end processes, understanding who and what is involved, and ensuring full observability to keep things running optimally.DORA introduces a significant shift in regulatory testing. Supervisors will now conduct tests on production systems especially where these are sharing cloud infrastructure with multiple firms. Stress testing operational resilience will become a priority, moving away from a mere tick-box exercise.To comply with DORA's requirements, both financial service providers and their partner firms should invest in regulatory risk professionals and banking risk specialists. The act will challenge existing assumptions and practices. It might reveal whether claims of regulatory constraints are genuine or merely used as an excuse for avoiding technological advancements. This suggests that firms will need to navigate a potentially uncomfortable period of reevaluation and adaptation.Key Quotes: It's not just about the financial services firm.It's also about, the whole ecosystem that supports you in the provision of what are deemed as critical or important services. So, if you have one of those types of service, you've really got to map out end to end, how that operates, who operates through, who's touching what part of it and making sure that you're not just monitoring it, but you've got like full observability as to what's going on, who's doing what, where, when, and why, and if anything goes wrong, how quickly you can bring that back.The big differences now though, is that there will now be testing performed and you've got to perform tests, but it's also the supervisors are likely to be performing tests and they'll be performing tests on production systems that are potentially running on the same cloud infrastructures as many other [financial service] firms and many other firms. So, there's going to be much more stress testing of that operational resilience than it ever being a kind of a governance, tick box exercise. So I think that's one thing that's got folks concerned.What's going to happen here is there's going to be an increased level of transparency. I can kind of say maybe an implicit increase in levels of trust between FSI firms and their supplier partners, because the supplier partners are going to be held to account for what's running. And if they don't know what's running,that's a little bit of a hard position to be in. So, I think an unintended consequence of this is actually going to be a greater amount of visibility. for the firms that are uncomfortable with that, and there will be some, then their risk appetites might take them back to, ‘Oh, actually now we need to be doing more on prem or we now need to move some of that workload away from public clouds and into colo facilities or back into data centers.' Or vice versa, ‘actually, we've got such a great relationship with this.Hyperscaler, we need to put more with them.'”The more critical service providers and partner firms that we work with need to seriously think about employing some banking risk managers and regulatory risk professionals to help them navigate the potential of where this could go. I think it's going to be a little bit uncomfortable for a little bit of the time. One of the objections that often comes up talking with a customer about implementation or the potential to, to consume more technology is, ‘Oh yeah, the regulator won't let me do that'.or, ‘that's against our regulatory stance'. Or ‘the regulator is used in that way.' We and our supplier partners are about to experience, well, what does that, what does that really mean? Is that something you're literally hiding behind or is it something that there is, um, there's a lot of truth in?About the HostsMatthew O'Neill is a husband, dad, geek, and Industry Managing Director, Advanced Technology Group in the Office of the CTO at VMware.You can find Matthew on LinkedIn and Twitter.Brian Hayes is an audiophile, dad, builder of sheds, maker of mirth, world traveler and EMEA Financial Services Industry Lead at VMware.You can find Brian on LinkedIn.BIO:Matthew is a Financial Services Industry thought leader, helping VMware customers and partners get the most from their technology investments. He is one of the senior leaders in VMware's GTM Strategic Ecosystem & Industry Solutions team. He works with customers, partners, the media and industry analysts to differentiate VMware's capabilities.  Matthew works closely with the Strategic Ecosystem of partners, ISVs, Hyperscalers and Global Systems Integrators to develop industry-specific solutions to fulfil Financial Services customers' requirements.Within the Industry Solutions team, Matthew is at the forefront of the new ways of working, driving delivery of industry solutions from ideation through GTM to adoption and improving VMware's industry relevance.Matthew is a former Managing Director from HSBC, where he was the Global Head of Data Centres & IT Service Management. he spent five years in Hong Kong running IT Infrastructure & Operations across the Asia Pacific region and, before that, was responsible for HSBC's EUC & Telecoms globally.Matthew brings this extensive Financial Services Executive expertise to share lessons, insights and opportunities with customers, partners and colleagues on their Cloud Journeys, Employee Experience and Digitisation/Digitalisation Transformations. He is called upon to provide opinion and actionable insight on the breadth of Financial Services, from the role of Artificial intelligence to Operational Resilience and even emerging regulations.

Often seen as the poor cousin to ISO 9001, ISO 20000 Service Management largely gets ignored in favor of the more popular Quality Management Standard. To be fair, it's title may have done it a disservice in the past. Being known as the IT Service Management Standard prior to 2018, it was often perceived as only applicable to IT service providers, when in actuality it could be adopted by any business! So, what is ISO 20000 exactly? The aim of the standard is to provide a framework for an effective end-to-end service management system which encompasses the entire lifecycle of a service from concept and design, through to service removal and end-of-life. It's best adopted by businesses who provide a service, particularly those that operate a help / service desk system. In this weeks' episode, Steve Mason joins Mel to discuss what ISO 20000 is, who can use and benefit from the Standard and how it fits in with other more widely adopted ISO Standards. You'll learn ●      What is ISO 20000? ●      Who is ISO 20000 designed for? ●      What are the benefits of ISO 20000? ●      A brief overview of the Standard ●      How ISO 20000 integrates with other ISO Standards   Resources ●      isologyhub ●      ISO 20000   In this episode, we talk about: [00:50] Why are we talking about this Standard? We've had a lot of interest in a few of our informative videos available on YouTube over the past year, with ISO 20000 content constantly ranking in our top 5 most watched videos every month. [01:00]  ISO 20000-1 was previously known as the ‘IT Service Management Standard', but since it's most recent update in 2018, it's simply known as the ‘Service Management Standard' now. [03:10] Why is ISO 20000 one of Steve's favourite Standards? – It takes some of the aspects of quality a step further and actually gives you much clearer detail on how you can improve your management systems. So, if you've got a Service Management System in any way, shape or form, this is the standard to go. It's also one of the easiest standards to audit because there's some very simple questions to ask that can highlight some very obvious weaknesses. This can lead to significant improvement when compared to the likes of ISO 9001. [04:05] What Is ISO 20000? –  ISO20000-1:2018 is a Service Management standard which has evolved from the IT industry and the ITIL Framework for Service Management; but today it can be used in all types of Service Industries particularly where there is a need for a Help Desk / Service Desk system. Some may ask, isn't this what ISO 9001 can do? In short, no. ISO 9001 will give you a bare framework of how to create a Quality Management System, but it won't give you the fundamental details of how to improve that Service Management System, and that's where ISO 20000 comes in. [05:39] Who is ISO 20000 applicable to? – Any business that provides a service, but more specific examples include: IT Service provider, call centres, gas / electricity providers, retail ect. [07:15] A high level overview of ISO 20000 – This Standard follows the Standard structure that many other ISO Standards follow. The first 3 clauses are all informative, starting from clause 4 we have: ·       4.0 Context of the Organisation ·       5.0 Leadership ·       6.0 Planning ·       7.0 Support of Service Management System ·       8.0 Operation of the Service Management System ·       9.0 Performance Evaluation ·       10.0 Improvement Clause 8.0 is where ISO 20000 fills in the gaps for other Standards, as it covers topics such as: ·       Service Portfolio ·       Relationship and Agreement ·       Supply and Demand ·       Service Design, Build and Transition ·       Resolution ·       Service Assurance [08:20] Familiar to some – Those in Service Management may recognise some of those terms, but may not use that exact wording. For example ‘relationships and agreements' may be more commonly known as Service Level Agreements and Operating Level Agreements – which can be a business critical area for some. [10:45] What are the benefits of ISO 20000? -  Improve the planning and introduction of services: This standard would help you understand what it is you need to do to introduce that new service, go through the planning, testing through a proper change management system and launch through a release and deployment management system. SLA's and OLA's - Achieve Service Level Agreements (SLAs) and Operating Level Agreements (OLAs) will be achieved consistently month on month. Reduce Stress - It will help to reduce employee stress as service request, incident and problem queues become manageable. Knowledge articles can be created to document incidents and solutions for future reference. Improved quality of service through continual improvement gained from Incidents and Problem fixes resulting in both time and financial savings. [12:30] ISO 20000 to the rescue -  Steve recounts an experience he had at a company that had an outstanding issue ticket queue of 800. With the introduction of elements of ISO 20000, they we able to reduce this ludicrous amount down to 30! [14:05] A top recommendation -  We'd highly recommend that you consider doing a Gap Analysis against ISO 20000. Even if you have no plans to implement it, you can still benefit from the findings. [14:40] Further resources -  You can purchase the Standard directly from the ISO website. We also have a number of short courses covering specific clauses in ISO 20000, available in the isologyhub. [15:55] How does ISO 20000 fit in with other ISO Standards?-  ISO20000-1:2018 has now been remodelled using the High Level Standard (HLS) framework so that clauses 4 to 7 and 9 to 10 can all be interconnected with only minor differences due to the nature of each standard. Essentially, if you already have ISO9001:2015 or ISO27001:2013 most of the framework for ISO20000-1:2018 will have already been done; all that would be required is to address the service aspects in those six clause before tackling the main work in clause 8. [18:20] Business Continuity -  ISO 20000 specifies a section on ‘service continuity management' which can neatly slot in with ISO 22301 – the Standard for Business Continuity. While ISO 22301 focuses on the bigger picture, the ISO 20000 element focuses on how a service can continue for a customer during an incident or accident occurring. We'd love to hear your views and comments about the ISO Show, here's how: ●      Share the ISO Show on Twitter or Linkedin ●      Leave an honest review on iTunes or Soundcloud. Your ratings and reviews really help and we read each one. Subscribe to keep up-to-date with our latest episodes: Stitcher | Spotify | YouTube |iTunes | Soundcloud | Mailing List

Building upon his years of experience with Configuration Management, Allen Dixon gets practical and dives deep into how to build a successful CMDB. He provides insights on what to prioritize through the building process, shining a light on the importance of clean and valuable data, communication with customers, the difference between a CMDB and an inventory, and the significance it has for Change Management. He finally puts together opportunities and gaps for future improvements to look out for. Allen Dixon is an ITIL-trained professional with over two decades of IT experience across industries such as healthcare and automotive. For the past nine years, he has been dedicated to IT Service Management and ITIL process implementation. He is a valued contributor to the book "VeriSM: Unwrapped and Applied" and has recently been named as DB Shanker's, Head of Regional Service and Operations Management for the Americans.

Today's guest is John Barber, Founder at Streamliner Consulting. After working 12 years in large corporations such as Expedia and ServiceNow, John decided to use his skills and knowledge to help small to medium sized businesses. John recognized in 2016 that many small and medium sized businesses don't have the regular business analysis resources to regularly evaluate and improve their processes, procedures and supporting tools. Because of this, they often suffer from lost productivity and profit potential that they sometimes don't even realize. By adapting and expanding the IT Service Management best practices, known to help enterprise level  corporations be more efficient, effective and profitable at delivering their services, to the small to medium sized businesses, Streamliner Consulting is dedicated to maximizing their clients business potential, while balancing the cost of improvements. Their goal is to help small and medium sized businesses have enterprise level business process analysis and continual service improvement to maximize their success.  In this episode, John will discuss: His work as an architect and deciding to go out on his own, Deciding which clients are the best fit & the value he brings, The importance of building relationships, Understanding customer needs & managing their expectations, How effective a good dashboard is to drive through deliverables, and His advice for companies when deciding to implement ServiceNow

Becoming a tech leader is a journey that unfolds over time and requires a combination of experience and dedication. Walter Alan Cantrell's path to becoming a respected leader in the technology industry exemplifies this process. He embraced opportunities for growth, taking on progressively challenging roles that allowed him to cultivate both technical expertise and leadership abilities. Today, as an accomplished tech leader, Cantrell's extensive knowledge and experience are not only invaluable but also serve as an inspiration for aspiring leaders. His remarkable journey serves as a reminder that true leadership is not defined by titles alone, but by the ability to empower others, foster innovation, and leave a lasting impact in the realm of technology.Here's more about Walter Alan CantrellWalter Alan Cantrell, Director of IT Service Management of Vanderbilt University Medical www.vanderbilthealth.com

As organizations grow in complexity and there is an increase in the visibility of corporate organization and interconnected processes, Value Streams have taken the center of the stage. Waseem Ahmed shares some key guidelines on how to get started with Value Stream Mapping for IT. He points out the importance of beginning with a strong service design and the need to keep a close eye on the continual improvement of the whole service lifecycle. Waseem Ahmed has a long history of system and service experiences working in different roles and companies. Amongst them, he operated as Virtualization Service Delivery Manager for American Airlines and Vice President of Production Operations Core Technology Infrastructure for Citi. He currently serves as the director of IT Service Management at BECU, a not-for-profit financial cooperative.

Julia Anderson, Chief Technology Officer at Campbell Soup, and Kristen Lamoreaux, President & CEO of Lamoreaux Search, join host Maryfran Johnson for this CIO Leadership Live interview, jointly produced by CIO.com and the CIO Executive Council. They discuss tech salary trendlines, talent market volatility, benefits of 'shadow IT', upskilling the IT workforce and more. This episode is sponsored by TOPdesk, a leading provider of IT Service Management software. Learn more at https://www.topdesk.com/en.

Entdecken Sie die Bedeutung von IT Service Management und wie es Ihr Unternehmen voranbringen kann. In diesem Video teilen Bert Kondruß von der USU AG und Martin Kuppinger wertvolle Einblicke über die Lösungen von USU und den Mehrwert von Software as a Service (SaaS). Optimieren Sie Ihre IT-Services und erreichen Sie Ihre Unternehmensziele schneller.

Donagh Herlihy, Chief Digital & Information Officer at Subway, joins host Maryfran Johnson for this CIO Leadership Live interview, jointly produced by CIO.com and the CIO Executive Council. They discuss IT/business revival, 5 turnaround strategies, insourcing tech talent, dynamic development and more. This episode is sponsored by TOPdesk, a leading provider of IT Service Management software. Learn more at https://www.topdesk.com/en.

Matt Beran, Host of Ticket Volume podcast and InvGate Product Specialist joins us to speak about the state of IT Service Management in the US, what the Americans do well and where they struggle. In this conversation, we come across interesting differences and similarities between regional ways of doing ITSM and generally applicable principles that help IT teams provide better services and experiences to the end-users.  Key Takeaways  The most difficult part of ITSM is dealing with people Getting the basics right matters… a lot! Unless IT is willing to really listen to the end-users, it is unlikely that improvements will have real world impact on end-users experience of IT.   Involving end-users in the creation of support articles leads to articles that real end-users understand and can use. Ticket Volume podcast: https://invgate.com/ticket-volume/ Matt Beran on Linkedin: https://www.linkedin.com/in/mattberan/ --- HappySignals YouTube Channel: ⁠⁠https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA⁠⁠ Take the ITXM Foundation Course here - ⁠⁠https://www.happysignals.com/itxm-foundation⁠ Read more about HappySignals ITXM Framework here - ⁠⁠https://www.happysignals.com/itxm-framework-it-experience-management⁠⁠ Learn more about HappySignals - ⁠⁠https://www.happysignals.com/⁠⁠

Today's guest is Teresa Purdy, Vice President, Technology Global Practice Leader at NewRocket. Founded in 2016, NewRocket delivers meaningful experiences and extraordinary results with ServiceNow. They bring innovative and creative solutions to over 1000 customers around the globe to Financial Services, Healthcare, Government, Insurance, and Technology companies. NewRocket has delivered over 4000 successful projects through world-class implementations and integrated solutions across the entire ServiceNow platform. Teresa is a transformational leader with over 20 years' experience successfully delivering large projects and managing products related to IT Service Management, Human Resources, CSM, GRC, & ERP Technology. She has vast hands-on experience in all aspects of technical design, application installation, system migrations, & security concepts/controls, as well as proficiency in large scale environments implementation, operations support, & life-cycle management within a range of industries including the sports, government, retail and manufacturing sectors. In the episode, Teresa will talk about: Her day-to-day role at NewRocket, The importance of community and leading with empathy, How they are making an impact for their customers, Engage, Engineering, Excellence, Focusing on their core values, Challenges they overcame to achieve success and Trends in automation that excite her for the future

Barclay Rae, consultant, author, and IT Service Management expert, analyses the changes in technology brought about by AI and goes through the environmental perspective. In this wide-ranging talk with Matt, he also highlights the importance of people in experience management. Barclay Rae is a consultant, author, ITIL4 architect, and SDI standards co-author. His experience spans hundreds of service improvement projects, mainly in IT Service Management, but also in CRM, Contact Centre, and other service delivery areas.

Hello and welcome back to a new episode of Her HypeSquad with Bosstrack In this conversation I talk with Heather Brizzi, Director of IT Service Management at White Cap. Heather and I talk about being intentional with your career, understanding your why, knowing your strengths, good hard vs. bad hard, and staying curious About Heather Brizzi: Heather Brizzi is Director of IT Service Management for White Cap. She is a Cleveland, OH native who has been leading in Information Technology for over two decades. Throughout her career, Heather has been a transformational leader focused on technology-related operations in the support, services, and project portfolio space. She leverages her strengths in developing and coaching others to build strong, capable teams that excel in service and solutions enabled by technology. Heather has a passion for connecting people to purpose and hopes to assist them in pursuing their best life by understanding their skills, how they can use them, and developing plans to realize those dreams. She recently gave her first TEDx talk at Indiana University in 2022, “Building Resilience on the Playground” in their Playgrounds series. Heather has been a leadership panelist, moderator, and speaker inspiring others throughout her career. Contact Heather: LinkedIn: @heather-brizzi

Kannan Solaiappan, Head of Reliability and Data Engineering at Circles Life, joins Corey on Screaming in the Cloud to discuss building a team in a start-up environment and the complexities of balancing reliability and security with scale. Kannan describes the challenges of building a semi-platform multiple instances model and how products like Severalnines have helped identify and optimize potential problems before they affect customers. Kannan and Corey also discuss the impact that major outages had on the world at large when it came to fault-tolerance on entry points, and Kannan explains how guardrails can improve reliability without creating the same resistance from engineers that governance can. About KannanWith over 20 years of experience in the technology industry, Kannan Solaiappan is a highly motivated and passionate leader with a track record of driving results. With a background in software development, operations, architecture, security, and Agile transformation, Kannan has served as a Head of DevOps/Reliability/Data Engineering & Architecture, managing budgets of over 10 million dollars. Kannan has successfully led teams of up to 80 members and has a strong background in building and maintaining world-class organizational structures and cultures.Currently, Kannan is leading a team of SRE, DevOps, and Data Engineering professionals at Circles Life, Asia's first fully digital telco, where Kannan  is working towards building the world's best Telco SAAS platform with a focus on CiCD, observability, reliability, resilience, and security.Kannan has a diverse set of skills including IT Service Management, team management, IT strategy, vendor management, site reliability engineering, Architecture and leadership.Links Referenced: Severalnines: https://severalnines.com/ Circles.Life: https://circles.life Circles.Life Instagram: https://www.instagram.com/circleslifesg/ Circles.Life Twitter: https://twitter.com/circleslifesg Circles.Life Facebook: https://www.facebook.com/CirclesLifeSG/

The guest in this episode is Antonina Klentsova, IT expert in Digital and Sustainable transformation. She is one of the contributors to the ITIL4 framework and well known professional in the IT Service Management industry. The episode goes deep below the surface to look at the impact of human sciences on ITIL4, the deeper significance of sustainability, diplomacy and what successful transformation looks like. Key Takeaways Diplomacy and Sustainability go hand-in-hand, even in an IT Service Management context. Sustainability is about achieving our objectives now, without jeopardizing the future. Transformation projects take time, and when the members of the team start doing things (the new way) without thinking about it, that is when you know the job is done. Links: Antoninas LinkedIn profile: https://www.linkedin.com/in/klentsova/ Antonina on the Axelos podcast: https://the-axelos-best-practice-podcast.simplecast.com/episodes/digital-it-strategy-assessment-q8Dg5UBV Blog “Making a business case for sustainability in digital and IT” https://www.axelos.com/resource-hub/blog/a_business_case_for_sustainability_in_digital_and_it Service Management Leadership podcast on the topic of Sustainability https://anchor.fm/jeffrey-tefertiller/episodes/Service-Management-Leadership---Sustainability-e1nrk25/a-a6oeeln --- HappySignals YouTube Channel: https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA Take the ITXM™ foundation course here - https://itxm.academy/itxm-foundation/ Read more about ITXM™ framework here - https://www.happysignals.com/itxm-framework-it-experience-management Learn more about HappySignals - https://www.happysignals.com/

Elya McCleave has been taking risks her whole life. In this fascinating Nomad Futurist podcast, McCleave shares her inspiring journey from Uzbekistan to Canada where she is now the Founder of Innovorg, a SaaS company dedicated to helping businesses optimize employee and customer success. McCleave's journey was fueled by her vision and determination to actualize her potential. She discusses with Phil and Nabeel the many challenges she faced including assimilation into a foreign culture, learning the nuances of English, and finding her voice as a female leader in a male-dominated industry. The daughter of engineers, McCleave was encouraged by her parents to pursue her goals. Initially obtaining a degree in civil engineering, she shifted her focus to other aspects of contemporary tech, emigrated to Canada and secured a position as a first line engineer, moving up through the ranks as she became focused on customer success — something she is passionate about. “I'm not your typical technical leader, technical founder. I'm more focused on customer relationships, the operations, the customer success, the sales elements.” McCleave talks about the challenge of achieving an authentic communication style, of finding her voice as a woman in business. Some mentors suggested that she not share personal details of her life with her staff, others suggested that she was too direct. “Now I realize the only way forward is just to be yourself…especially with your staff…letting them get to know who you really are makes things much more fun and much more enjoyable in the workplace.” McCleave talks about the emotional rollercoaster she has experienced as a founder, negotiating the ups and downs of her own business. Her biggest challenge is the loneliness she faces after having worked in companies with large teams, alongside VPs, directors, and managers. “All of a sudden I'm a solo founder in my little office, with my laptop doing my thing. Trying to build a product and rally the people around me.” McCleave talks about the importance of having friends and family to counterbalance the loneliness that can come with entrepreneurship.  But she clearly thrives on taking chances and is extremely upbeat about the necessity of living with risk. “You need to rely on the universe, know that it has your back, and everything will work out in the end.” Her advice to people starting out, especially immigrants who are pursuing a corporate career: “Companies do not nurture authenticity. There's the notion of your being a great soldier and producing great results. But producing great results can also mean having your own personality, having your own great style…so don't be afraid to be yourself and let your colleagues and your boss get to know you.” Elya McCleave has two decades of global leadership experience in IT Service Management and Customer Success. She is a vibrant, veteran leader of the Cloud industry, responsible for pioneering and reshaping the customer experiences of many successful organizations.  Since leaving the corporate world, McCleave founded a SaaS company, Innovorg, to help more businesses focus on employee and customer growth. Innovorg is an ambitious, ground-breaking analytics and skills building solution that has been refined from years of listening to customers, the employees that serve them, product managers and executives who build their business around achieving complete customer satisfaction. 

Welcome to this new season of The IT Experience Podcast. This season we'll introduce Sakari from HappySignals as another host, Sakari is curious about behaviours and data, and data about behaviours. Welcome Sakari, so happy to have in the podcasts as well, some might already know you from the The Global IT Experience Benchmark webinars, as you are the owner of that report. "I have always been fascinated by why people do the things they do. What metrics drive the right kind behaviours and so forth. This is at the core of IT Service Management as well, where interactions between IT and end-users needs to be measured in some ways, and where metrics and KPIs are in place to encourage and enforce specific actions at work in the IT organisations." - Sakari Kyrö Hope you enjoy this season and we'll give the first episode very soon, so make sure you are subscribed and have the podcast app ready to go! --- HappySignals YouTube Channel: https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA Take the ITXM™ foundation course here - https://itxm.academy/itxm-foundation/ Read more about ITXM™ framework here - https://www.happysignals.com/itxm-framework-it-experience-management Learn more about HappySignals - https://www.happysignals.com/

Eric Rivera, Solution Architect at Red8 discusses some of the keys to design a highly resilient IT system, some of the best ways to vet an IT Service Management solution, and the importance of keeping your data safe in the cloud.

Craig's background is in software engineering and driving positive customer experiences.  He is a driven, self-starting technology enthusiast who has a record of generating success both for my company and for my customers. As a skilled strategist, Craig has created and managed projects to improve operational productivity, revenue generation, and reduce costs across small and large organizations. Boasting over 20 years of customer-facing experience, working with customers in 30+ countries, Craig has developed a diverse understanding of cultural expectations and business processes. He has worked closely with Support, Services, Success, Development, and Marketing teams on topics like CX Processes, Scaling Global Teams, Software Engineering, IT Service Management, and Requirements Gathering. For the global teams that he has led, Craig has designed, built, and executed successful outsourcing strategies, scaled success, support, and professional service processes, and implemented cross-functionally solutions to prepare for and accelerate growth.  Key Takeaways.  Craig's background story and how he landed into cx What's it like to travel and engage in business in  30+ countries globally? Craig provides us with the personal insights and lessons he's learned over the yearsCreating a diverse customer journey mapWhy taking into account all your avatars is important when developing a marketing strategy for your product or serviceHow to improve cx in the outsourcing nicheEnsuring your in-house support team is in perfect harmony and effortlessly engaged Why a great working environment and culture is important for business successCraig's strategy for knowledge managementThe importance of providing your outsourcers with as much inside info as possible What's next from here? Craig shares his perspective on the future of customer support Connect with Craig Linkedin - https://www.linkedin.com/in/cstoss/ Website - https://www.stoss.ca/  Twitter - https://twitter.com/stossinsupport?lang=en 

Today's guest is Bharti Sharma, Global Head of ITSM, Service Availability and Service Management Platform at Aon. Bharti is a high-impact professional with over two decades of rich multi-cultural experience in leading IT Strategy, Service Operations & Delivery. She is passionate about developing ideas and driving initiatives towards enterprise service management and digital transformation to enable business outcomes. Bharti is also a strong advocate of Diversity & Inclusion and develop culturally diverse, equitable and inclusive teams. In her current role, Bharti is accountable for designing, managing and reporting on core IT Service Management processes across the enterprise to drive service availability improvements at Aon. She is also responsible for the strategy, design, governance and implementation of ServiceNow as the Enterprise Service Management Platform to enable IT and business teams to deliver high quality, consistent outcomes by leveraging best practices towards driving transformation and innovative solutions. In the episode, Bharti will talk about: Her journey within ServiceNow & her current role at Aon, Why ServiceNow is the platform of choice, Macro trends she is seeing within Digital Transformation, The value that ServiceNow brings to organizations, Advice to C-Suite executives embarking on their transformation journey, 3 steps to building a winning team and Advice she would offer to her younger self

On this episode, Ami Kassar interviews Deborah Moses Elton, CEO of VerisVisalign, on how digital transformation evolved over the pandemic, and how it impacts businesses of all shapes and sizes. Deborah is the CEO of VerisVisalign. The local IT services company is a long-term Microsoft Partner, specializing in Microsoft technologies and process optimization. The company is a certified woman-owned enterprise, with certifications from PA, MD, DE (WBE), the Federal government (WOSB), and the National Council of Women Business Owners (NAWBO). She attended Montgomery County Community College (Pennsylvania) and Temple University, and has furthered her career with certifications in management, leadership, and information technology areas. She holds memberships in several local executive organizations. She has served many years as a mentor in Temple University's annual Be Your Own Boss Bowl business plan competition. Deborah is an active speaker and trainer, and an ITIL® Expert in the IT Service Management practitioner realm (ITIL®). She is a former recipient of the Brava! Award, and the company has several times been honored on the Philly 100 list. Deborah is also the author of Change Your Life! The CORE Approach ™ to Creating the Life You Want, a personal change methodology based on the concepts of Choice, Opportunity, Responsibility, and Expectation. She is married and lives with her husband in suburban Philadelphia, is a mom to four grown children, three grandchildren, and several fur babies. She is an active leader in the local community and fund-raising events, and can often be seen on the stage of local theatres. Recorded 10/25/2021.

Continued conversation with Rob Larsen and Tim Smith, Directors of QA at Fiserv. We learn how Fiserv's Shared Services Enterprise QA Group is invaluable in maintaining excellence, and how their IT Service Management quadrant gives insights into test standards and reporting. This dynamic duo are brimming with expert advice having worked together for 25+ years.