Podcasts about itsm

In today's Cloud Wars Minute, I analyze how Sana is helping Workday transform from a system of record into a system of action. Highlights 0:00 — Workday has announced two new agents: Sana for IT Service Management, or ITSM, and Sana Travel Agent. To recap, Workday acquired Sana at the end of 2025, and since then, the technology has evolved into Workday's employee AI layer, what the company describes as its "front door for work." 0:42 — Sana for ITSM automates workflows for tasks like employee onboarding, off-boarding, access changes, and standard IT requests, while the Sana Travel Agent helps employees plan work trips, book travel, and manage expenses. Both agents are built directly on Workday, meaning they have the same security and governance protocols by default, and tap into the bespoke contextual company data and policy information contained within the platform. 00:57 — Cloud Wars founder Bob Evans commented on the development in the official Workday press release: "Extending agents into adjacent workflows like onboarding, travel, and expenses, where Workday already has the people and finance data and policies, is not only practical but also a transformational way to help HR and finance leaders meet and exceed their objectives." 01:25 — Workday's acquisition of Sana was a pivotal moment in the company's recent history and accelerated its push in the enterprise AI era. The deal signaled a strategic evolution beyond Workday's traditional role as a system of record for HR and finance processes. 01:44 — At the same time, that deep system of record foundation is exactly what makes Sana's autonomous AI agents such a strong fit, because the agents can operate with rich context, permissions, policy, and workflow data already embedded within the platform.     Visit Cloud Wars for more.

In today's Cloud Wars Minute, I look at how ServiceNow's AI strategy, open platform, and workflow data fabric are driving its next phase of growth. Highlights 00:02 — ServiceNow is off to a hot start, not only with its quarterly results, but also in how CEO Bill McDermott is framing where the company is right now and, in terms of that, how that new position, which he says is, "We're 100% AI native," is going to allow them to pursue five what he called hyper-growth markets for quite some time. 01:06 — Who is AI native, and who is just sort of glossing over, applying some AI lipstick to their traditional solutions and technologies? The term that ServiceNow uses to refer to that latter category is AI sidecars, where they say that's just a little AI glomming onto traditional technology, and that's becoming less appealing to customers. 02:34 — Among the highlights he pointed out to support the strength of the company, he said, "We've got a $28 billion RPO, remaining performance obligation, that grew 23.5% in Q1." In addition to that, he said, "We've got the most open enterprise platform." 03:14 — First, its core ITSM business. He said with the complexity that's going on in enterprises and the more reliance on data that's going to be taking place here in the AI era, we're going to see a 50x —not 50%, 50x — boom in the number of tickets that are being sent through for IT support. 04:12 — He talked about what's going on there with Moveworks and the changes that ServiceNow has made to that, and how that's going to simplify things and help bring down the anxiety some people have about AI. And finally, he said, "Our workflow data fabric," which helps pull all the data together, is so essential for what's going on now with AI. Visit Cloud Wars for more.

New Wave Of Phishing Emails with SVG Files https://isc.sans.edu/diary/New%20Wave%20Of%20Phishing%20Emails%20with%20SVG%20Files/33040 Android 2026-06-01 security patch level vulnerability details https://source.android.com/docs/security/bulletin/2026/2026-06-01 Poly Voice Possible Remote Control of Certain Poly Devices CVE-2026-0826 https://support.hp.com/us-en/document/ish_15052661-15052687-16/hpsbpy04083 https://www.rapid7.com/blog/post/ve-cve-2026-0826-critical-unauthenticated-stack-buffer-overflow-hp-poly-vvx-trio-voip-phones-fixed/ Security Advisory Ivanti Neurons for ITSM (CVE-2026-9614) https://hub.ivanti.com/s/article/Security-Advisory-Ivanti-Neurons-for-ITSM-CVE-2026-9614?language=en_US My Upcoming Classes https://www.sans.org/profiles/dr-johannes-ullrich

Connect to John Gilroy on LinkedIn   https://www.linkedin.com/in/john-gilroy/ Want to listen to other episodes? www.Federaltechpodcast.com Two of the least well-known, but most important acronyms in federal technology are ITSM and ITOM. IT Service Management focuses on services and user experience, while IT Operations Management focuses on technical performance and monitoring. These two concepts are the backbone for maintaining the massive federal IT systems we see everywhere. Today, we sat down with Seth Gardner from BMC Helix, who details how BMC Helix can provide insights for service management. He starts with the importance of visibility and generating clean, reusable data for AI. Gardner maintains AI is only as good as the data behind it—and most federal agencies are still "re-wrangling" fragmented systems. In this episode, BMC Helix explains how correlating incidents across 12+ tools can pinpoint root cause and dramatically reduce mean time to resolution. He also touches on the importance of data sovereignty and security in multi-tenant environments. The conversation concludes with Seth outlining BMC Helix's differentiator in adapting to rapid technological changes.

Today's guest is Stéphanie Paul, ServiceNow Consultant at Thales. Founded in 2000, Thales Group is a French multinational technology company that specializes in aerospace, defence, cybersecurity and digital identity solutions, serving governments, critical infrastructure operators and industrial clients worldwide. Thales designs and delivers advanced systems in areas such as avionics, radar, communications, space and secure information systems, with a strong focus on innovation and mission-critical technologies.For over 10 years, Stéphanie has led IT Service Management (ITSM) transformations at scale within complex international organizations. Stéphanie helps enterprises evolve ServiceNow from a ticketing platform into a true governance and operating model enabler. Stéphanie operates at the intersection of strategy and delivery: designing target operating models, building robust ITSM governance frameworks, structuring CMDB/CSDM architecture and driving adoption across large, distributed environments.In the episode, Stéphanie discusses:0:00 Her journey to becoming a people-first ITSM leader driving standardised ServiceNow transformation2:51 How excessive customization harms scalability, upgrades and long-term support4:16 Overcoming change resistance, balancing priorities and avoiding over customization6:52 Being people and culture-focused and building governance for lasting impact10:08 Encouraging women in IT, including to learn, certify, build confidence and network12:25 ITSM will evolve as foundational platform and strong data enables AI integration15:35 Plans to strengthen ITSM foundation, deepen AI expertise and improve customer impactTo find out more about all the great work happening at Thales, check out the website www.thalesgroup.com

To solve the employee-support problem, “you actually have to solve the automation problem,” Serval co-founder and CEO Jake Stauch tells Bloomberg Intelligence senior technology analyst Anurag Rana on the Tech Disruptors podcast. In this episode, they discuss why Jake believes IT service-management (ITSM) providers such as ServiceNow are being disrupted by AI-native automation rather than better ticketing systems. They examine Serval's approach to turning natural-language requests into deterministic workflows, why large enterprises are willing to replace entrenched ITSM platforms despite long migration cycles and how AI could reshape employee support, automation and the economics of internal service teams.

In this episode of the PurePerformance Podcast, Andi and Brian sit down with Chris LaBrado—Solutions Architect for AI Enablement, FSO, SRE, and ITSM at HSN/QVC, where he has spent an incredible 27 years shaping operational excellence. Their conversation dives deep into how AI is transforming software creation, enterprise workflows, and even the very role of developers.Chris shares how the barrier to entry for building tools and automation has dropped overnight thanks to natural‑language-based development: “Everyone can now create automation or tools without having to worry about the syntax.” He explains why AI is rapidly becoming the primary interface into the enterprise—capable of navigating presentations, emails, and complex back‑office systems—and why the future of engineering may shift from human‑oriented coding to AI-driven development models such as MDCD (MarkDown Continuous Development).The discussion also takes unexpected but fascinating detours into Chris's background as a former bowling‑industry podcaster, his recent work with generative agents like DynaClaude, his Vibe Coded Root Cause Agent, and a philosophical exploration of AI, creativity, and the concept of singularity.Amidst all the change, Chris remains optimistic: “AI opens up a lot of new opportunity for everyone willing to adapt. It will result in us creating more things that ultimately help us as humans.” This episode is a thoughtful, energizing look at where software engineering is headed—and why the future might be brighter than we think.Links we discussedChris LaBrado on LinkedIn: https://www.linkedin.com/in/chrislabrado/Mo Gawdat, former Google Executive on the Singularity "moment of truth": https://x.com/vitrupo/status/2008824930646057380?s=20CEO of NVIDIA had an interesting excerpt from interview: https://x.com/MinusWells/status/2031974516155695414?s=20Elon Musk on speed of AI: https://x.com/r0ck3t23/status/2031639621465931903?s=20AI brain emulation of a fly (e.g. "a sign of the times"): https://x.com/alexwg/status/2030217301929132323?s=20Elon on fiat currency transforming based on AI manufacturing loop: https://x.com/elonmusk/status/2020202496547844312?s=20Fiat currency moves to model based on thermodynamics: https://x.com/r0ck3t23/status/2033371028202602547?s=20

In the middle of a major incident, security teams face a brutal paradox: the faster things move, the harder it becomes to capture what's actually happening. Cydarm Technologies was built to solve exactly that. Vaughan Shanks, Co-Founder and CEO, describes the platform as a system of record for the SOC -- a purpose-built case management tool that captures who knew what, when, and why, in real time, throughout the lifecycle of an incident. Most of Cydarm's customers sit in government, defense, and critical infrastructure -- organizations where the pressure of regulatory compliance, legal accountability, and board-level reporting is highest. But the value extends well beyond compliance. Shanks draws a direct line from his time in Australian federal government to the philosophy behind Cydarm: good record keeping is good governance. When a capital-I incident is declared, legal, HR, communications, the C-Suite, and the board all need a view in. Cydarm's fine-grained, attribute-based access control makes it possible to give each stakeholder exactly the access they need -- and no more. What sets Cydarm apart from the ticketing systems most teams already have? Shanks puts it plainly: ITSM was built for IT service management, not adversarial cyber threats. The volume, velocity, and variety of SecOps are simply different. Cydarm is designed to feel more like WhatsApp and less like ITSM -- rich data format support, Easy Connect integrations, and a collaborative experience built specifically for high-frequency security operations. Teams that have built workarounds in existing tools know the maintenance burden that comes with it. Cydarm eliminates that mess. The post-incident dimension is where the system of record pays compounding dividends. Shanks outlines three paths: individual incident reports with adjustable significance levels for different audiences; longitudinal metrics capture that reveals the threat environment your controls aren't blocking; and resource justification data that gives security leaders the evidence to defend headcount and budgets. One customer -- a security leader at a major household brand -- had never experienced a breach, and had long struggled to justify the size of their team. With Cydarm's metrics, they finally had the data to make the argument. This is a Brand Spotlight. A Brand Spotlight is a ~15 minute conversation designed to explore the guest, their company, and what makes their approach unique. Learn more: https://www.studioc60.com/creation#spotlight GUEST Vaughan Shanks, Co-Founder and CEO, Cydarm Technologieshttps://www.linkedin.com/in/vaughan-shanks/ RESOURCES Cydarm Technologies: https://www.cydarm.com KEYWORDS Vaughan Shanks, Cydarm Technologies, Sean Martin, brand spotlight, brand story, brand marketing, marketing podcast, cyber incident response, SOC case management, security operations, incident management platform, system of record, RSAC Conference 2026, NIST incident response, playbook management, SecOps, ITSM alternatives, post-incident review, threat metrics, CISO accountability Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Serval is one of the fastest-growing AI-native enterprise software companies right now, and this episode is a rare inside look at the deliberate architectural, go-to-market, and talent decisions behind that growth. Jake Stauch breaks down why he made the contrarian bet to build a full system of record rather than layer on top of existing tools, why ITSM is more vulnerable to AI disruption than CRM, ERP, or HRIS, and how Serval is winning Fortune 500 deals against a $14B incumbent with a fraction of the resources. Beyond the product, Jake gets into the organizational decisions that underpin Serval's velocity — why recruiting is the #1 job of every employee, how to prevent talent bar decay as you scale from 8 to 200 people, and how the role of the manager is shifting as ICs own more scope than ever. Threading it all together is a founder's honest account of what it means to build a horizontal software company when the models are improving, the infrastructure is shifting, and the window to displace a legacy incumbent is open but won't stay open forever.   (0:00) Intro (1:25) What is Serval? (4:51) Early Doubts and Strategy (6:34) AI Tailwinds in ITSM (8:04) Competing with ServiceNow (9:41) Why ITSM Is Vulnerable (11:52) Automation via Codegen (16:27) Critical Guardrails (28:32) Internal Support Complexity (30:24) Hiring as the Moat (31:44) Dream Team Recruiting (33:49) Managers vs Super ICs (36:44) Junior Engineers and AI Native Workflows (43:13) Quickfire   With your co-hosts:  @jacobeffron  - Partner at Redpoint, Former PM Flatiron Health  @patrickachase  - Partner at Redpoint, Former ML Engineer LinkedIn  @ericabrescia  - Former COO Github, Founder Bitnami (acq'd by VMWare)  @jordan_segall  - Partner at Redpoint

Unlock the Atlassian and Isos Technology podcast to hear digital transformation experts discuss how Atlassian Jira Service Management enables greater operational resilience, stronger compliance and better mission outcomes. Discover how to align people and processes by using strategic change management to overcome cultural resistance and ensure modernization leads to scalable, long-term mission success.

Register for the ITSM Summit 2026 at https://www.happysignals.com/itxm-summit/In this episode, Frank Fütz shares insights into IT experience management (ITXM), its importance, practical applications, and how it bridges the gap between traditional KPIs and actual user experience. Discover how to leverage ITXM to improve service quality, employee satisfaction, and business outcomes.Takeaways:The evolution from ITSM to ITXMThe impact of user experience on IT performanceUsing experience level agreements (XLAs) to measure successLinking KPIs to employee and customer satisfactionScaling ITXM across organizationsFollow Frank in LinkedIn: https://www.linkedin.com/in/frankfuetz/

Send a textThis week's enterprise software developments underscore a widening gap between rapid AI-driven platform innovation and the unresolved execution risks embedded in large-scale ERP programs. On one side of the ledger, Mendix and OutSystems both advanced their agentic AI roadmaps with new releases aimed at operationalizing autonomous workflows, while ServiceNow's unveiling of its AI Experience, Sprinklr's new AI capabilities, and Braze's product enhancements at Forge 2025 reinforce how aggressively vendors across ITSM, CX, and marketing automation are repositioning around AI-first interaction layers. Salesforce's latest Slack updates and Upstream Works' enhanced agent desktop further extend this trend into collaboration and contact center operations, signaling that AI augmentation is now table stakes across front-office and service environments. In parallel, Plex's expanded connected worker integrations highlight how these same concepts are being pushed into manufacturing execution and workforce enablement, while Cleo's invoice payment and financing solution reflects growing pressure to modernize B2B financial operations. Yet this innovation narrative is tempered by Daedong USA's loss of an injunction in its ERP dispute—placing its $11.4 billion suit in jeopardy—which serves as a reminder that beneath the AI acceleration, legacy implementation failures, legal exposure, and governance breakdowns continue to create material risk for enterprises betting on large transformation programs.In today's episode, we invited a panel of industry analysts for a live discussion on LinkedIn to analyze current enterprise software stories. We covered many grounds including the direction and roadmaps of each enterprise software vendors. Finally, we analyzed future trends and how they might shape the enterprise software industry.Video: https://www.youtube.com/watch?v=_Arr9GjwOBsQuestions for Panelists?

What if the fastest way to modernise HR isn't ripping out systems or buying another mega-platform but connecting what you already have in a smarter way?In this episode of the HRchat Podcast, Bill Banham sits down with James Davies, CEO of Kinetic Data, to explore how an agility layer can transform fragmented HR and enterprise processes into simple, human-centred workflows employees actually use.James shares his journey from help desk technician to leading a platform trusted by the U.S. Department of Defense and Fortune 2000 organisations. Along the way, he explains why so many HR and digital transformation programmes stall in “upgrade purgatory”—and how starting with user experience, not technology, creates faster change, safer upgrades, and better adoption.We explore how orchestration across HRIS, ITSM, ERP, and identity systems enables a single front door for employee requests—everything from access and time off to kudos and performance reviews—without adding platform bloat.The conversation also dives into compliance in highly regulated environments. James explains how reading policy (instead of blindly following tradition) unlocks digitisation without weakening controls, enabling smarter renewals, integrated training records, and smoother first-day experiences.Inside Kinetic Data, James outlines a four-pillar operating model—Growth, Product, Success, and Operations—and reflects on servant leadership, empathy built through doing the work, and how intentional culture has kept employee turnover close to zero.If you're wrestling with complex systems, slow upgrades, or HR processes that push employees back to manual work, this episode offers a practical blueprint for reducing friction, freeing up budget for innovation, and building durable software that works under pressure—with a memorable Toyota Land Cruiser analogy along the way.Key topics include:Help desk roots and a service-first mindsetWhy modernisation is about coordination, not more toolsThe agility layer across HRIS, ITSM, ERP, and identityDesigning employee experience before system architectureCompliance lessons from DoD and federal environmentsReducing maintenance to fund innovationServant leadership, introversion, and near-zero turnoverBuilding “Land Cruiser” software that just worksSupport the showFeature Your Brand on the HRchat PodcastThe HRchat show has had 100,000s of downloads and is frequently listed as one of the most popular global podcasts for HR pros, Talent execs and leaders. It is ranked in the top ten in the world based on traffic, social media followers, domain authority & freshness. The podcast is also ranked as the Best Canadian HR Podcast by FeedSpot and one of the top 10% most popular shows by Listen Score. Want to share the story of how your business is helping to shape the world of work? We offer sponsored episodes, audio adverts, email campaigns, and a host of other options. Check out packages here. Follow us on LinkedIn Subscribe to our newsletter Check out our in-person events

SolarWinds TechPod returns with its annual IT trends and predictions episode — and 2026 is all about Agentic AI. In this episode of SolarWinds TechPod, hosts Sean Sebring and Chrystal Taylor are joined by Sascha Giese (SolarWinds) and Lauren Okruch (SolarWinds Product Marketing) to break down how AI, ITSM, automation, governance, and resilience will shape IT operations in 2026. As a leader in IT management, observability, and IT service management, SolarWinds offers a unique perspective on how Agentic AI is moving IT from automation to autonomous action — and what that means for governance, security, and the evolving role of IT teams. Topics covered in this SolarWinds TechPod episode: What Agentic AI means for modern IT organizations How SolarWinds sees AI evolving beyond traditional automation The rise of shadow AI and shadow IT in enterprise environments Why IT governance and trust are critical in 2026 How ITSM is changing with AI-driven workflows Energy, sustainability, and cost considerations of AI at scale Resilience, multi-cloud strategies, and right-compute decision making Why IT is no longer just a cost center — but an innovation engine This episode is essential listening for SolarWinds users, IT leaders, sysadmins, service desk teams, and technology decision-makers preparing for the next era of AI-powered IT operations. Subscribe to SolarWinds TechPod for expert insights on ITSM, observability, AI in IT, automation, and digital transformation — straight from the SolarWinds community.

Artificial intelligence adoption is accelerating without formal ownership as employees, customers, and patients integrate AI tools into daily decisions. Surveys from Gallup show 45% of U.S. employees use AI at work at least occasionally, while research cited by OpenAI indicates roughly 60% of American adults recently used AI for health-related questions. Zoho and Arion Research report that 41% of organizations have strengthened privacy measures after adopting AI, reflecting growing concern about data exposure and accountability. For MSPs, the shift places liability closer to the systems being used rather than the vendors supplying them.Trust in digital media is also eroding as AI-generated content becomes harder to distinguish from authentic material. Instagram CEO Adam Mosseri states that assuming photos or videos reflect real events is no longer reliable and suggests verification at the point of capture rather than labeling generated content. This approach reframes trust as a technical system rather than a social assumption. For IT providers, the issue extends beyond social platforms to security footage, compliance evidence, training data, and any asset where authenticity must be demonstrated.At the same time, automation and AI training are converging on the same constraint: expert judgment. HireArt's 2025 AI Trainer Compensation Report shows subject-matter experts earning $60 to more than $180 per hour, compared with under $20 for generalist data labelers, reflecting the cost of errors in regulated or technical fields. Kaseya's 2025 EMEA MSP Benchmark Report finds that while nearly 75% of MSPs expect revenue growth, 45% face staffing and skills shortages, increasing reliance on automation built on accurate data and curated exceptions.Major vendors are embedding judgment directly into platforms. ServiceNow's planned $7.75 billion acquisition of Armis expands asset classification and risk scoring within workflows. Freshworks' acquisition of FireHydrant integrates AI-driven incident management into ITSM. Google Cloud's revamped Partner Network shifts incentives toward outcome-based tiers beginning in 2026. For MSPs and IT service leaders, these moves concentrate responsibility around interpretation, governance, and accountability, even as tools increasingly define risk and success.Four things to know today00:00 Surveys Show AI Adoption Is Happening Without Ownership as Employees, Customers, and Patients Lead Usage04:50 Instagram's CEO Says Trust Is No Longer Assumed as AI Forces Proof-of-Reality Models07:22 AI and MSP Automation Are Converging on the Same Bottleneck: Expert Judgment09:52 Vendors Shift From Tools to Judgement as ServiceNow, Freshworks, and Google Cloud Embed Risk, Incidents, and Outcomes This is the Business of Tech.    Supported by:  https://scalepad.com/dave/

Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or anyone looking to optimize their organization's processes.We deliver valuable insights every week with expert interviews, and practical tips to help you succeed.Each episode explores different aspects of service management—from organizational change to technical transformations—while keeping the conversation engaging and relatable. With a mix of industry expertise and real-world stories,Service Notes is here to guide you through the challenges and triumphs of creating outstanding service experiences.In this episode we speak to Ramy Shehata, and discuss his personal journey, navigating career in Service Management and AI in Service Management.In this episode you will learn how, No Two Major Incidents Are Ever the Same — You Learn by Living ItTo enhance your knowledge in ITSM, Visit 24 Trainings

Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or anyone looking to optimize their organization's processes.We deliver valuable insights every week with expert interviews, and practical tips to help you succeed.Each episode explores different aspects of service management—from organizational change to technical transformations—while keeping the conversation engaging and relatable. With a mix of industry expertise and real-world stories,Service Notes is here to guide you through the challenges and triumphs of creating outstanding service experiences.In this episode we speak to Ramy Shehata, and discuss his personal journey, navigating career in Service Management and AI in Service Management.In this episode you will learn how, No Two Major Incidents Are Ever the Same — You Learn by Living ItTo enhance your knowledge in ITSM, Visit 24 Trainings

Build better ServiceNow apps by understanding the full anatomy of successful ones.  Today we cover process, build, and legacy anatomy to help your builds earn more success.MENTIONED IN THIS EPISODE:- ServiceNow Build Week- Document your solution or CJ eats your lunch - Outcomes, Outcomes, Outcomes, Outcomes - CatalystsABOUT USCory and Robert are vendor agnostic freelance ServiceNow architects.Cory is the founder of TekVoyant.Robert is just some guy.Sponsor Us!

Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or anyone looking to optimize their organization's processes.We deliver valuable insights every week with expert interviews, and practical tips to help you succeed.Each episode explores different aspects of service management—from organizational change to technical transformations—while keeping the conversation engaging and relatable. With a mix of industry expertise and real-world stories,Service Notes is here to guide you through the challenges and triumphs of creating outstanding service experiences.In this episode we speak to Ramy Shehata, and discuss his personal journey, navigating career in Service Management and AI in Service Management.In this episode you will learn how, No Two Major Incidents Are Ever the Same — You Learn by Living ItTo enhance your knowledge in ITSM, Visit 24 Trainings

People ask "how can I interview for TOP ServiceNow talent if I don't know much about ServiceNow".  This episode teaches you- The 3 Characteristics of TOP ServiceNow talent.- Creating "hard to fake" questions that reveal those characteristics.- Setting up virtual test environments.MENTIONED IN THIS EPISODE:- Understanding the limits of personal performance- Success on ServiceNow, without ServiceNowABOUT USCory and Robert are vendor agnostic freelance ServiceNow architects.Cory is the founder of TekVoyant.Robert is just some guy.Sponsor Us!

Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or anyone looking to optimize their organization's processes.We deliver valuable insights every week with expert interviews, and practical tips to help you succeed.Each episode explores different aspects of service management—from organizational change to technical transformations—while keeping the conversation engaging and relatable. With a mix of industry expertise and real-world stories,Service Notes is here to guide you through the challenges and triumphs of creating outstanding service experiences.In this episode we speak to Ramy Shehata, and discuss his personal journey, navigating career in Service Management and AI in Service Management.In this episode you will learn how, No Two Major Incidents Are Ever the Same — You Learn by Living ItTo enhance your knowledge in ITSM, Visit 24 Trainings

Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or anyone looking to optimize their organization's processes.We deliver valuable insights every week with expert interviews, and practical tips to help you succeed.Each episode explores different aspects of service management—from organizational change to technical transformations—while keeping the conversation engaging and relatable. With a mix of industry expertise and real-world stories,Service Notes is here to guide you through the challenges and triumphs of creating outstanding service experiences.In this episode we speak to Ramy Shehata, and discuss his personal journey, navigating career in Service Management and AI in Service Management.In this episode you will learn how, No Two Major Incidents Are Ever the Same — You Learn by Living ItTo enhance your knowledge in ITSM, Visit 24 Trainings

In today's Cloud Wars Minute, I unpack how Salesforce is reinventing IT support with its new Agentforce platform.Highlights00:11 — Salesforce has launched Agentforce IT Service. This product suite is described by the company as an agent-first, conversational-first IT support solution. Unlike lengthy back-and-forth interactions with service desk staff, the new system introduces a conversation-based resolution model that's available 24/7.01:15 — Muddu Sudhakar, SVP and GM, IT and HR Service at Salesforce, said, "The fragmented, legacy ITSM model is fundamentally broken. By building Agentforce IT Service natively on the Salesforce and Service Cloud platform, we are driving a conversation-first, agent-first revolution — with product and technology innovation that transforms IT and HR..."01:43 — Agentforce IT Services represents a significant breakthrough that's sure to save IT teams hundreds of hours with its unique agent-first, conversation-first approach. Support is instant and personalized. Salesforce has made a remarkable entrance into the ITSM space, making a powerful impact with its unified, agent-driven strategy. Visit Cloud Wars for more.

In this episode of Ticket Volume – IT Podcast, host Matt Beran sits down with Prashant Arora (PepsiCo), Daniel Ciolek (InvGate), and Suzanne Galletly (AXELOS) to unpack how Artificial Intelligence is reshaping IT Service Management. From VR-powered training and digital twins to self-healing IT operations and ethical dilemmas, this episode explores both the promise and the pitfalls of AI in ITSM.Here's a sneak peek:- How PepsiCo uses digital twins and VR to cut training from 2 months to 2 weeks.- The role of AI in ticket triage, automation, and knowledge management.- Why “AI bias” can overload top performers while others do less.- The limits of AI models and why “AI is extremely silly… and powerful.”- Governance, ethics, and why loneliness is now considered a business risk.Whether you're curious about real-world AI use cases, worried about risks, or trying to understand where Service Management is heading, this conversation delivers insights from every angle.Don't forget to like, subscribe, and share your thoughts in the comments! How is your organization approaching AI in ITSM?#AIinITSM #ServiceManagement #ArtificialIntelligence #ITOperations #ITLeadership #TicketVolume #Podcast

Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or anyone looking to optimize their organization's processes.We deliver valuable insights every week with expert interviews, and practical tips to help you succeed.Each episode explores different aspects of service management—from organizational change to technical transformations—while keeping the conversation engaging and relatable. With a mix of industry expertise and real-world stories,Service Notes is here to guide you through the challenges and triumphs of creating outstanding service experiences.In this episode we speak to Ramy Shehata, and discuss his personal journey, navigating career in Service Management and AI in Service Management.In this episode you will learn how, No Two Major Incidents Are Ever the Same — You Learn by Living ItTo enhance your knowledge in ITSM, Visit 24 Trainings

Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or anyone looking to optimize their organization's processes.We deliver valuable insights every week with expert interviews, and practical tips to help you succeed.Each episode explores different aspects of service management—from organizational change to technical transformations—while keeping the conversation engaging and relatable. With a mix of industry expertise and real-world stories,Service Notes is here to guide you through the challenges and triumphs of creating outstanding service experiences.In this episode we speak to Prof. Ahmed Banafa, and discuss his personal journey, navigating career in Service Management and AI in Service Management.In this episode you will learn how, One Phone Call Can Change Your Life—and the Internet Changed EverythingTo enhance your knowledge in ITSM, Visit 24 Trainings

Today's guest is Scott Livingston, Director, IT Service Strategy, Transition and Improvement at enGen. Founded in 2014, enGen - a subsidiary of Highmark Health - transforms healthcare through technology-driven operations. Serving over 11 million members, it integrates people, processes and systems via its TechOps approach. Its platforms, including the EHS administrative system, Predictal™ care management and Providius provider tools, enhance efficiency, improve outcomes and simplify the healthcare experience.Scott is an accomplished IT executive leading a 115-person international Platform and Service Management organization with a ~$14M annual budget. He drives strategic initiatives across Service Management, including generative AI adoption, ServiceNow ITSM/ITOM implementation and ITSM analytics. Known for building strong stakeholder relationships, Scott delivers operational efficiency, cost savings and measurable business value by aligning technology, strategy and high-performing teams to organizational objectives.In the episode, Scott discusses:0:00 His journey as an IT leader blending service management with healthcare technology4:27 Choosing ServiceNow for innovation, scalability, and future readiness8:28 Pursuing zero service desk and zero incident vision11:23 Their rapid ServiceNow adoption, now advancing with generative AI17:43 Balancing self-implementation with a strong partner collaboration for growth21: 23 Investing in AI-driven automation to transform healthcare efficiency and outcomes

Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or anyone looking to optimize their organization's processes.We deliver valuable insights every week with expert interviews, and practical tips to help you succeed.Each episode explores different aspects of service management—from organizational change to technical transformations—while keeping the conversation engaging and relatable. With a mix of industry expertise and real-world stories,Service Notes is here to guide you through the challenges and triumphs of creating outstanding service experiences.In this episode we speak to Prof. Ahmed Banafa, and discuss his personal journey, navigating career in Service Management and AI in Service Management.In this episode you will learn how, One Phone Call Can Change Your Life—and the Internet Changed EverythingTo enhance your knowledge in ITSM, Visit 24 Trainings

Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or anyone looking to optimize their organization's processes.We deliver valuable insights every week with expert interviews, and practical tips to help you succeed.Each episode explores different aspects of service management—from organizational change to technical transformations—while keeping the conversation engaging and relatable. With a mix of industry expertise and real-world stories,Service Notes is here to guide you through the challenges and triumphs of creating outstanding service experiences.In this episode we speak to Prof. Ahmed Banafa, and discuss his personal journey, navigating career in Service Management and AI in Service Management.In this episode you will learn how, One Phone Call Can Change Your Life—and the Internet Changed EverythingTo enhance your knowledge in ITSM, Visit 24 Trainings

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

Join host Helen Gidney, Head of Architecture at Softcat, as she sits down with Adam Spearing, VP of AI Go-To-Market for EMEA at ServiceNow, and Oliver Meadows, ITXM Sales Lead at Softcat. Together, they explore how organisations can streamline internal service operations, dismantle silos, and harness AI to enhance the end-user experience. Whether you're in IT, HR, Finance, or Operations — this episode is packed with insights for you. What's covered in this episode: Redefining Service OperationsWhat service operations mean in today's business landscapeMoving beyond ITSM to drive enterprise-wide transformation Maximising EfficiencyPlatform consolidation strategiesDoing more with less through smarter workflows AI & Automation in ActionWhere AI and automation are making a tangible impactFrom governance to data-driven decision-making Leadership in a Changing EnvironmentHow leaders can adapt to evolving business structuresAligning service delivery with rising user expectationsSoftcat's Explain IT podcast is the place where we discuss, debate and demystify tech in simple, jargon-free language.For more information visit softcat.com.This podcast is produced by The Podcast Coach. Hosted on Acast. See acast.com/privacy for more information.

Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or anyone looking to optimize their organization's processes.We deliver valuable insights every week with expert interviews, and practical tips to help you succeed.Each episode explores different aspects of service management—from organizational change to technical transformations—while keeping the conversation engaging and relatable. With a mix of industry expertise and real-world stories,Service Notes is here to guide you through the challenges and triumphs of creating outstanding service experiences.In this episode we speak to Prof. Ahmed Banafa, and discuss his personal journey, navigating career in Service Management and AI in Service Management.In this episode you will learn how, One Phone Call Can Change Your Life—and the Internet Changed EverythingTo enhance your knowledge in ITSM, Visit 24 Trainings

nullEDGE is a first of its kind virtual conference for ServiceNow professionals with a 40 speaker lineup focusing on delivering valuable insights you can use in your instances NOW.nullEDGE is on Oct 17, so REGISTER NOW. MENTIONED IN THIS EPISODE:- Jace Benson- Jeff Jessie- The Chuck Tomasi You Never KnewABOUT USCory and Robert are vendor agnostic freelance ServiceNow architects.Cory is the founder of TekVoyant.Robert is just some guy.Sponsor Us!

In this episode, Emily is joined by guest Chad Engstrom to unpack how agile role expectations have shifted over the last few years and where the industry is heading. They discuss how to understand the hiring organisation in interviews and what candidates can do to improve their chances of securing their dream job.   About the Featured Guest Chad Engstrom is an Account Manager at TEKsystems. Across his almost 3 years with TEKsystems, Chad has held both recruiting and customer facing roles. As a recruiter, Chad specialized in the Agile space and he now helps his customers navigate their Agile Maturity and help them achieve their Agile goals and journeys.    Follow Chad Engstrom on LinkedIn (https://www.linkedin.com/in/chad-engstrom/) The Women in Agile community champions inclusion and diversity of thought, regardless of gender, and this podcast is a platform to share new voices and stories with the Agile community and the business world, because we believe that everyone is better off when more, diverse ideas are shared. Podcast Library: www.womeninagile.org/podcast Women in Agile Org Website: www.womeninagile.org  Connect with us on social media! LinkedIn: www.linkedin.com/company/womeninagile/ Instagram: www.instagram.com/womeninagile/ Please take a moment to rate and review the Women in Agile podcast on your favorite podcasting platform. This is the best way to help us amplify the voices and wisdom of the talent women and allies in our community! Be sure to take a screenshot of your rating and review and post it on social media with the hashtag #womeninagile to help spread the word and continue to elevate Women in Agile.   About our Host Emily Lint is a budding industry leader in the realm of business agility. Energetic and empathetic she leverages her knowledge of psychology, business, technology, and mindfulness to create a cocktail for success for her clients and peers. Her agile journey officially started in 2018 with a big move from Montana to New Mexico going from traditional ITSM and project management methodologies to becoming an agile to project management translator for a big government research laboratory. From then on she was hooked on this new way of working. The constant innovation, change, and retrospection cured her ever present craving to enable organizations to be better, do better, and provide an environment where her co-workers could thrive.  Since then she has started her own company and in partnership with ICON Agility Services serves, coaches, and trains clients of all industries in agile practices, methodologies, and most importantly, mindset. Please check out her website (www.lintagility.com) to learn more. You can also follow Emily on LinkedIn (https://www.linkedin.com/in/emilylint/). 

Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or anyone looking to optimize their organization's processes.We deliver valuable insights every week with expert interviews, and practical tips to help you succeed.Each episode explores different aspects of service management—from organizational change to technical transformations—while keeping the conversation engaging and relatable. With a mix of industry expertise and real-world stories,Service Notes is here to guide you through the challenges and triumphs of creating outstanding service experiences.In this episode we speak to Prof. Ahmed Banafa, and discuss his personal journey, navigating career in Service Management and AI in Service Management.In this episode you will learn how, One Phone Call Can Change Your Life—and the Internet Changed EverythingTo enhance your knowledge in ITSM, Visit 24 Trainings

Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or anyone looking to optimize their organization's processes.We deliver valuable insights every week with expert interviews, and practical tips to help you succeed.Each episode explores different aspects of service management—from organizational change to technical transformations—while keeping the conversation engaging and relatable. With a mix of industry expertise and real-world stories,Service Notes is here to guide you through the challenges and triumphs of creating outstanding service experiences.In this episode we speak to Prof. Ahmed Banafa, and discuss his personal journey, navigating career in Service Management and AI in Service Management.In this episode you will learn how, One Phone Call Can Change Your Life—and the Internet Changed EverythingTo enhance your knowledge in ITSM, Visit 24 Trainings

Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or anyone looking to optimize their organization's processes.We deliver valuable insights every week with expert interviews, and practical tips to help you succeed.Each episode explores different aspects of service management—from organizational change to technical transformations—while keeping the conversation engaging and relatable. With a mix of industry expertise and real-world stories,Service Notes is here to guide you through the challenges and triumphs of creating outstanding service experiences.In this episode we speak to Prof. Ahmed Banafa, and discuss his personal journey, navigating career in Service Management and AI in Service Management.In this episode you will learn how, One Phone Call Can Change Your Life—and the Internet Changed EverythingTo enhance your knowledge in ITSM, Visit 24 Trainings

Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or anyone looking to optimize their organization's processes.We deliver valuable insights every week with expert interviews, and practical tips to help you succeed.Each episode explores different aspects of service management—from organizational change to technical transformations—while keeping the conversation engaging and relatable. With a mix of industry expertise and real-world stories,Service Notes is here to guide you through the challenges and triumphs of creating outstanding service experiences.In this episode we speak to Prof. Ahmed Banafa, and discuss his personal journey, navigating career in Service Management and AI in Service Management.In this episode you will learn how, One Phone Call Can Change Your Life—and the Internet Changed EverythingTo enhance your knowledge in ITSM, Visit 24 Trainings

Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or anyone looking to optimize their organization's processes.We deliver valuable insights every week with expert interviews, and practical tips to help you succeed.Each episode explores different aspects of service management—from organizational change to technical transformations—while keeping the conversation engaging and relatable. With a mix of industry expertise and real-world stories,Service Notes is here to guide you through the challenges and triumphs of creating outstanding service experiences.In this episode we speak to Prof. Ahmed Banafa, and discuss his personal journey, navigating career in Service Management and AI in Service Management.In this episode you will learn how, One Phone Call Can Change Your Life—and the Internet Changed EverythingTo enhance your knowledge in ITSM, Visit 24 Trainings

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

Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or anyone looking to optimize their organization's processes.We deliver valuable insights every week with expert interviews, and practical tips to help you succeed.Each episode explores different aspects of service management—from organizational change to technical transformations—while keeping the conversation engaging and relatable. With a mix of industry expertise and real-world stories,Service Notes is here to guide you through the challenges and triumphs of creating outstanding service experiences.In this episode we speak to Hind Diouani and discuss her personal journey, navigating career in Service Management and AI in Service Management.In this episode you will learn how, No One Will Build Your Career for You — Take Ownership, Seek Clarity, Show UpTo enhance your knowledge in ITSM, Visit 24 Trainings

In this episode of the Agilists: Aspire and Achieve podcast, host Emily Lint chats with Alena Keck about the realities of leading international teams across the U.S., Europe, and beyond.   About the Featured Guest: Alena Keck is an experienced Transformation Leader who has led complex, enterprise-wide change initiatives across Europe and the U.S.—from building an omnichannel Digital Solution Center at Mercedes-Benz Financial Services USA, driving engineering transformation at Aptiv, and aligning digital strategy and ways of working at Porsche, to heading the Lean-Agile Center of Excellence at Vodafone/VOIS. Her passion: driving purposeful transformation that delivers sustainable value—with people always at the core. Follow her on linked in at https://www.linkedin.com/in/alena-keck/   The Women in Agile community champions inclusion and diversity of thought, regardless of gender, and this podcast is a platform to share new voices and stories with the Agile community and the business world, because we believe that everyone is better off when more, diverse ideas are shared. Podcast Library: www.womeninagile.org/podcast Women in Agile Org Website: www.womeninagile.org Connect with us on social media! LinkedIn: www.linkedin.com/company/womeninagile/ Instagram: www.instagram.com/womeninagile/ Twitter: www.twitter.com/womeninagileorg   Please take a moment to rate and review the Women in Agile podcast on your favorite podcasting platform. This is the best way to help us amplify the voices and wisdom of the talent women and allies in our community! Be sure to take a screenshot of your rating and review and post it on social media with the hashtag #womeninagile to help spread the word and continue to elevate Women in Agile. About our Host: Emily Lint is a budding industry leader in the realm of business agility. Energetic and empathetic she leverages her knowledge of psychology, business, technology, and mindfulness to create a cocktail for success for her clients and peers. Her agile journey officially started in 2018 with a big move from Montana to New Mexico going from traditional ITSM and project management methodologies to becoming an agile to project management translator for a big government research laboratory. From then on she was hooked on this new way of working. The constant innovation, change, and retrospection cured her ever present craving to enable organizations to be better, do better, and provide an environment where her co-workers could thrive. Since then she has started her own company and in partnership with ICON Agility Services serves, coaches, and trains clients of all industries in agile practices, methodologies, and most importantly, mindset. Please check out her website (www.lintagility.com) to learn more. You can also follow Emily on LinkedIn (https://www.linkedin.com/in/emilylint/).

Ever felt the post go live blues?  Ever noticed momentum waning after a deployment?  In this episode we explore ways to improve YOUR growth and success while keeping ServiceNow an engine of innovation in your enterprise.MENTIONED IN THIS EPISODE:The Power of User Councils for your ServiceNow PlatformABOUT USCory and Robert are vendor agnostic freelance ServiceNow architects.Cory is the founder of TekVoyant.Robert is just some guy.Sponsor Us!

Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or anyone looking to optimize their organization's processes.We deliver valuable insights every week with expert interviews, and practical tips to help you succeed.Each episode explores different aspects of service management—from organizational change to technical transformations—while keeping the conversation engaging and relatable. With a mix of industry expertise and real-world stories,Service Notes is here to guide you through the challenges and triumphs of creating outstanding service experiences.In this episode we speak to Hind Diouani and discuss her personal journey, navigating career in Service Management and AI in Service Management.In this episode you will learn how, No One Will Build Your Career for You — Take Ownership, Seek Clarity, Show UpTo enhance your knowledge in ITSM, Visit 24 Trainings

Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or anyone looking to optimize their organization's processes.We deliver valuable insights every week with expert interviews, and practical tips to help you succeed.Each episode explores different aspects of service management—from organizational change to technical transformations—while keeping the conversation engaging and relatable. With a mix of industry expertise and real-world stories,Service Notes is here to guide you through the challenges and triumphs of creating outstanding service experiences.In this episode we speak to Hind Diouani and discuss her personal journey, navigating career in Service Management and AI in Service Management.In this episode you will learn how, No One Will Build Your Career for You — Take Ownership, Seek Clarity, Show UpTo enhance your knowledge in ITSM, Visit 24 Trainings

Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or anyone looking to optimize their organization's processes.We deliver valuable insights every week with expert interviews, and practical tips to help you succeed.Each episode explores different aspects of service management—from organizational change to technical transformations—while keeping the conversation engaging and relatable. With a mix of industry expertise and real-world stories,Service Notes is here to guide you through the challenges and triumphs of creating outstanding service experiences.In this episode we speak to Hind Diouani and discuss her personal journey, navigating career in Service Management and AI in Service Management.In this episode you will learn how, No One Will Build Your Career for You — Take Ownership, Seek Clarity, Show UpTo enhance your knowledge in ITSM, Visit 24 Trainings

"How do I learn ServiceNow" is an ever more complicated question with how rapidly AI is changing the ecosystem.CJ & The Duke make the case to still learn platform fundamentals alongside AI.They also give tips on how AI might help accelerate your learning.MENTIONED IN THIS EPISODE:The Duke's questions to ChatGPTABOUT USCory and Robert are vendor agnostic freelance ServiceNow architects.Cory is the founder of TekVoyant.Robert is just some guy.Sponsor Us!

Send us a textBlending IT Service Management (ITSM) with Customer Experience (CX) might raise eyebrows—kind of like pineapple on pizza—but for some businesses, it's the perfect combo. In industries where support teams double as customer-facing heroes, separating internal service workflows from external customer engagement creates more chaos than clarity. That's where platforms like Freshsales come into play, aiming to bridge that gap by unifying data, aligning teams, and simplifying service delivery. But as the lines blur between ITSM and CX, the real question becomes: can Freshsales truly deliver on both fronts—and how does it compare to rivals who specialize in just one side of the equation?In today's episode, we invited a panel of industry experts for a live discussion on LinkedIn to conduct an independent review of Freshsales' capabilities. We covered many grounds, including where Freshsales might be a fit in the enterprise architecture and where it might be overused. Finally, they analyze many data points to help understand the core strengths and weaknesses of Freshsales.Background Soundtrack: Away From You – Mauro SommFor more information on growth strategies for SMBs using ERP and digital transformation, visit our community at wbs.rocks or elevatiq.com. To ensure that you never miss an episode of the WBS podcast, subscribe on your favorite podcasting platform.

Another day, another phishing campaign abusing google.com open redirects Google s links from it s maps page to hotel listings do suffer from an open redirect vulnerability that is actively exploited to direct users to phishing pages. https://isc.sans.edu/diary/Another%20day%2C%20another%20phishing%20campaign%20abusing%20google.com%20open%20redirects/31950 Adobe Patches Adobe patched 12 different applications. Of particular interest is the update to ColdFusion, which fixes several arbitrary code execution and arbitrary file read problems. https://helpx.adobe.com/security/security-bulletin.html Samsung Patches magicInfo 9 Again Samsung released a new patch for the already exploited magicInfo 9 CMS vulnerability. While the description is identical to the patch released last August, a new CVE number is used. https://security.samsungtv.com/securityUpdates#SVP-MAY-2025 Ivanti Patches Critical Ivanti Neurons Flaw Ivanti released a patch for Ivanti Neurons for ITSM (on-prem only) fixing a critical authentication bypass vulnerability. Ivanti also points to its guidance to secure the underlying IIS server to make exploitation of flaws like this more difficult

If budget weren't an issue, what AI tool would you implement first in your business?What's stopping your team from going all-in on AI for IT?Are XLAs the new gold standard for service performance?What's your take on Experience-Level Agreements (XLAs)? Are they the future of customer satisfaction?Do you trust AI to deflect tickets and reduce support workload?Hey there, tech enthusiasts! Today we're diving into how AI is rewriting the rules of IT support—especially for small and mid-sized businesses. From outdated SLAs to dynamic, experience-driven XLAs, this episode breaks down how AI-powered ITSM is helping companies move from reactive service models to proactive, personalized support systems Join our expert panelists, Joshua Lawrence, IT Service Manager – United Trust Bank, Ravi Tharisayi, Senior Director, PMM - Freshworks, and Shivam Bhandary Solution Engineer – Freshworks. to discover how automation can enhance empathy, how lean IT teams can scale smarter (not harder), and why investing in AI tools today is essential for delivering better employee and customer experiences tomorrow.If you're a tech-savvy entrepreneur, IT strategist, or business leader looking to future-proof your operations— this episode is packed with practical insights on how AI is reshaping IT support through automation, empathy, and experience-first service—you don't want to miss it!