Podcasts about service desk

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The conversation centers on the evolving role of automation in Managed Service Providers (MSPs), particularly the implementation of human-in-the-loop AI systems. Mathieu Tougas, CEO of Mizo Technologies, emphasizes that while automation can significantly enhance efficiency—reporting a 26% increase in technician capacity and a 30% reduction in escalations—maintaining human oversight is crucial for ensuring service quality. This approach allows technicians to delegate low-value tasks to AI agents while focusing on higher-value customer interactions, thereby preserving the essential human element in service delivery.Tougas outlines the methodology behind these efficiency gains, which involves analyzing ticket resolution times before and after deploying Mizo's solutions. The data indicates that technicians can handle more tickets in less time, which can lead to reduced staffing needs without compromising service quality. He also addresses common misconceptions among MSPs regarding AI, particularly the fear of losing control over service quality when delegating tasks to automated systems. Instead, he argues that AI should be viewed as a tool to enhance technician capabilities rather than replace them.The discussion also touches on the importance of integrating AI tools into existing workflows without causing disruption. Mizo Technologies employs a two-week fine-tuning period to adapt its systems to the specific processes of each MSP, ensuring a smoother transition and minimizing the need for extensive retraining. This gradual approach allows organizations to build trust in the AI systems while optimizing their service desk operations.For MSPs and IT service leaders, the key takeaway is the necessity of balancing automation with human oversight to maintain service quality. As the industry moves towards greater automation, understanding the right contexts for AI deployment and ensuring robust processes are in place will be essential for maximizing efficiency and customer satisfaction. Embracing AI thoughtfully can lead to significant operational improvements while still addressing the critical need for human interaction in service delivery.

Topdesk begon ooit als Delftse softwareontwikkelaar, maar groeide in dertig jaar uit tot een internationale speler. Het bedrijf ontkomt niet aan de enorme AI-transformatie. Wat betekent kunstmatige intelligentie voor de toekomst van de servicedesk op kantoor en voor de mensen die daar werken? Wolter Smit, topman en aandeelhouder van softwareontwikkelaar Topdesk, is te gast in BNR Zakendoen. Macro met Mujagić/Boot Elke dag een intrigerende gedachtewisseling over de stand van de macro-economie. Op maandag en vrijdag gaat presentator Thomas van Zijl in gesprek met econoom Arnoud Boot, de rest van de week praat Van Zijl met econoom Edin Mujagić. Ook altijd terug te vinden als je een aflevering gemist hebt. Blik op de wereld Wat speelt zich vandaag af op het wereldtoneel? Het laatste nieuws uit bijvoorbeeld Oekraïne, het Midden-Oosten, de Verenigde Staten of Brussel hoor je iedere werkdag om 12.10 van onze vaste experts en eigen redacteuren en verslaggevers. Ook los te vinden als podcast. Boardroompanel ABN Amro legt bijna een miljard op tafel voor een overname van hypotheekbank NIBC. En: het bestuur van Albert Heijn kijkt met onvrede naar een protestactie van FNV. Dat en meer bespreken we om 11.30 in het boardroompanel met Lizzy Doorewaard, toezichthouder bij onder andere de NPO en Anton Wiggers, partner bij Themis Company. Luister Boardroompanel Zakenlunch Elke dag, tijdens de lunch, geniet je mee van het laatste zakelijke nieuws, actuele informatie over de financiële markten en ander economische actualiteiten. Op een ontspannen manier word je als luisteraar bijgepraat over alles wat er speelt in de wereld van het bedrijfsleven en de beurs. En altijd terug te vinden als podcast, mocht je de lunch gemist hebben. Contact & Abonneren BNR Zakendoen zendt elke werkdag live uit van 11:00 tot 13:30 uur. Je kunt de redactie bereiken via e-mail. Abonneren op de podcast van BNR Zakendoen kan via bnr.nl/zakendoen, of via Apple Podcast en Spotify. See omnystudio.com/listener for privacy information.

En un paso decisivo hacia la nueva era del soporte técnico, ManageEngine presentó la última versión de ServiceDesk Plus, ahora potenciada con inteligencia artificial generativa, donde incorpora automatización contextual, flujos inteligentes y un asistente virtual, que mejoran la eficiencia en la gestión de servicios TI.

Which techniques and methods use by threat actors are bypassing security parametersReducing your cyber risk - using lessons learned from recent high-profile attacksStrategies to protect your service desk against identity-based attacksThom Langford, Host, teissTalkhttps://www.linkedin.com/in/thomlangford/Paul Holland, Cyber Capability Manager, Royal Mailhttps://www.linkedin.com/in/paulinfosec/Lukas Weber, Senior Vice President, AlixPartnershttps://www.linkedin.com/in/lukaswebr/Rebecca Stephenson, Specialist Lead Lecturer, Highlands Collegehttps://www.linkedin.com/in/creative-minds-in-cyber/Darren James, Senior Product Manager, Specopshttps://www.linkedin.com/in/darren-james-91055310

Alberto Francis champions end-user empathy, proactive insights, and monetization at GTIA ChannelCon “I heart Service Desk.” — Alberto Francis, President & CEO, Black Birch Group At ChannelCon 2025, hosted by GTIA in Nashville, Alberto Francis of Black Birch Group sat down with Doug Green, Publisher of Technology Reseller News, to deliver a bold and unexpected message: the service desk deserves more love—and attention as a growth driver. Francis, a self-described “talker” with a background in financial services IT, explained how his passion for human connection led him to build a company centered on crafting customized service desk experiences for MSPs. “It's the one place users interact with us daily,” said Francis. “It should be loved 24/7.” According to Francis, the service desk is an untapped source of business intelligence. “Why is it that 20 new user onboardings don't trigger a conversation about growth?” he asked, citing missed opportunities for MSPs to proactively engage clients on automation, workflow efficiency, and scaling support. He envisions a smarter, more proactive desk that not only solves tickets but flags business trends before they reach the executive suite. Black Birch Group's approach is to build desks that deliver “white-glove” experiences with KPI strategies that go beyond vanity metrics. Instead of just measuring closure rates, Francis encourages MSPs to ask, “Are we collecting insights that drive business?” His message to MSPs at ChannelCon: “Let's start by talking. If we work together to improve the desk, opportunities will follow.” Francis believes that passion and proactive design can turn the service desk from a cost center into a strategic advantage. To learn more, visit blackbirchgroup.com

This episode is sponsored by Trusona. Visit trusona.com/idac to learn more.In this episode of the Identity of the Center podcast, Jeff and Jim discuss identity verification challenges with Ori Eisen, the founder and CEO of Trusona. The conversation explores the problems surrounding help desk authentication and how Trusona's new product, ATO Protect, aims to address these issues by confirming caller identities, even in scenarios involving social engineering and advanced AI threats. Ori explains the technology behind document scanning, data triangulation, and geolocation to validate identities. The episode also includes an intriguing hack challenge for listeners to test the robustness of Trusona's solutions. Check out the detailed demo on Trusona's website and join the challenge!Timestamps00:00 Introduction and Episode Excitement01:16 Introducing the Guest: Ori Eisen from Trusona02:11 The Problem with Passwordless Authentication03:53 The Rise of Gen AI and Its Impact on Security04:51 Understanding ATO Protect and Its Importance16:10 How ATO Protect Works: A Step-by-Step Guide27:51 The Puppeteering Scam Unveiled28:24 Fingerprinting the Fraudsters29:11 Real-Time Fraud Detection Demo29:42 Challenges in Penetration Testing30:08 Combating Man-in-the-Middle Attacks30:41 The Ultimate Security Challenge33:44 Verifying Caller Identity41:24 Future Threats in Cybersecurity42:10 AI: The Double-Edged Sword49:08 Issuing the Hack Challenge52:45 Conclusion and Final ThoughtsConnect with Ori: https://www.linkedin.com/in/orieisen/Learn more about Trusona: https://www.trusona.com/idacConnect with us on LinkedIn:Jim McDonald: https://www.linkedin.com/in/jimmcdonaldpmp/Jeff Steadman: https://www.linkedin.com/in/jeffsteadman/Visit the show on the web at idacpodcast.comKeywords:IDAC, Identity at the Center, Jeff Steadman, Jim McDonald, Trusona, Ori Eisen, Identity Verification, Help Desk Security, Service Desk, Passwordless, Authentication, KBA, Knowledge-Based Authentication, Cybersecurity, Identity and Access Management, IAM, Multi-Factor Authentication, MFA, Zero Trust, Identity Proofing#IDAC #Trusona #Passwordless #Cybersecurity #IdentityManagement #HelpDesk #ZeroTrust

Western Governors University (WGU) needed a solution that could support the needs of their staff and students. We sat down with Darin Graves, Senior Manager, Service Desk, at WGU to learn how moving to the cloud enabled new channels and new visibility into metrics that drove better experiences.  

When something goes wrong with IT at work, chances are you'll be asked to submit a service ticket. This is a tale as old as time – see a problem, submit a ticket, wait for the service desk to come to your help.But all this could be set for change. Advances in technology have opened the door to software problems being detected and remediated automatically, while internal learning platforms could also provide employees with the information they need to fix issues themselves.How will all this come together, and is it really just around the corner?In this episode, Jane and Rory speak to Samuele Gantner, chief product officer at Nexthink, to get a better understanding of the direction IT support is headed and why the service desk might soon be a thing of the past.

www.iotusecase.com#MASCHINENBAU #WARTUNGIn der 162. Folge des IoT Use Case Podcasts spricht Gastgeberin Ing. Madeleine Mickeleit mit Markus Eibl, Produktmanager bei UNTHA shredding technology, über die Digitalisierung im Maschinenbau und datenbasierte Wartung. UNTHA entwickelt industrielle Zerkleinerungsmaschinen und setzt auf das eigene Kundenportal MyUNTHA, um Maschinenzustände transparent zu machen, Wartungsprozesse zu digitalisieren und Ersatzteilmanagement zu vereinfachen. Wir sprechen über die Herausforderungen bei der Aufbereitung hunderter Maschinendaten, den Weg hin zu einer einfachen Ampellogik für Zustandsanzeigen und die Vision, in Zukunft über einen eigenen App Store digitale Services flexibel bereitzustellen.Folge 162 auf einen Blick (und Klick):(07:11) Herausforderungen, Potenziale und Status quo – So sieht der Use Case in der Praxis aus(16:49) Lösungen, Angebote und Services – Ein Blick auf die eingesetzten Technologien(24:43) Ergebnisse, Geschäftsmodelle und Best Practices – So wird der Erfolg gemessenPodcast ZusammenfassungIn dieser Folge geht es um die Digitalisierung im Maschinenbau und die Frage: Wie lassen sich teure Produktionsausfälle vermeiden?Die Ausgangslage:Industrieschredder von UNTHA verarbeiten bis zu 50 Tonnen Material pro Stunde. Ein ungeplanter Stillstand verursacht enorme Kosten. Oft sind es Verschleißteile oder Störungen, die klassische Wartungsintervalle nicht rechtzeitig erkennen.Die Herausforderungen:Maschinen liefern über 100 Messwerte – doch wie lassen sich diese auf verständliche Handlungsempfehlungen reduzieren?Wartungsprozesse sind oft ineffizient, die Ersatzteilbeschaffung unübersichtlich.Unterschiedliche digitale Reifegrade der Kunden: vom kleinen Handwerksbetrieb bis zum internationalen Recyclingkonzern.Die Lösung:Das Kundenportal MyUNTHA von UNTHA bündelt drei Module:GENIUS: Condition Monitoring und Reporting in Echtzeit.Wartungsmanager: Digitale Wartungspläne mit Erinnerungen und Anleitungen – auch für ungeschultes Personal.Ersatzteilkatalog mit 3D-Modellen: Bauteile identifizieren und direkt bestellen.Künftig werden diese Module noch stärker vernetzt — vom Zustandswert direkt zur Handlungsempfehlung und Ersatzteilbestellung.Der Ausblick:Ein eigener App Store für flexible Zusatzfunktionen und perspektivisch ein KI-gestützter Service Desk, um Support-Prozesse weltweit zu optimieren.Learnings von UNTHA:Keep it simple – in Pricing, Kommunikation und Benutzerführung.Monitoring ist entscheidend für Weiterentwicklung.Digitalisierung gelingt nur, wenn alle Prozesse reibungslos zusammenspielen.Jetzt reinhören und erfahren, wie datenbasierte Wartung deinen Maschinenbetrieb zukunftssicher macht!-----Relevante Folgenlinks:Madeleine (https://www.linkedin.com/in/madeleine-mickeleit/)Markus (https://www.linkedin.com/in/markus-eibl-83a748202/)MyUNTHA Kundenportal (https://www.untha.com/de/myuntha)elunic (https://www.elunic.com/de/)Jetzt IoT Use Case auf LinkedIn folgen

Welcome to Episode 398 of the Microsoft Cloud IT Pro Podcast. In this episode Ben meets up with Harm Veenstra at the annual Microsoft MVP Summit. They chat a bit about Harm experience as an MVP and his path to becoming an MVP. Then the move into a few technologies near and dear to Harm, PowerShell and Microsoft Intune. They start off talking about some of the ways Harm uses PowerShell and some of his favorite scripts. They talk about how he uses PowerShell with Intune, in particular using it with remediation scripts. Harm Veenstra Harm started working at 18, from a ServiceDesk employee to a workspace and system engineer at a large insurance firm in the Netherlands. 1996, those were the days! After working there for almost 11 years, Harm had different system engineer jobs and learned much about Citrix, Cisco, VMWare, storage, and Microsoft. Currently, He's employed at NEXXT (https://www.nexxt.one) as a Consultant, mainly in Endpoint Management, but He does anything Microsoft

Topping interviews Corey Lowe who is the IT Service Desk Manager at Heidelberg Materials. Tune in to hear Corey's unique story from US Marines communications division to joining technology via the telecom industry to moving to helpdesk IT at one of the largest material producers on the planet. Also learn about Corey's extracurricular activities from being a ordained minister to helping people by providing financial advice to raising his family and a cute unique story on how he first met his wife. Check our Corey's family dance studio https://www.facebook.com/d2dtrainingco/Topping Talks is Sponsored by Topping Technologies & ExpressVPN. Protect your online privacy https://www.xvuslink.com/?a_fid=toppi... also if your business needs IT assistance you can reach Topping Technologies at sales@toppingtechnologies.comFollow Topping on Twiitter-https://twitter.com/NicTopping

Dan O'Connor, Vice President, Service Desk Delivery at HCTec, says that resolving a customer service call involves a lot more than fixing the problem that the customer bought. You have to leave the customer feeling that you cared about them. Conveying that sense of care might be more important than solving the problem. Furthermore, every call is about patient care, even if it's helping a staff person use their computer. That's because they are all ultimately serving a patient. In this video, O'Connor explores service desks with Audrius Polikaitis, Chief Information Officer at UI Health, which serves several campuses at the University of Illinois. Originally, UI Health assigned tasks to multiple departments—IT, facilities, etc.—but decided they needed a “single front door” for anyone needing help. They do ask callers to distinguish between regular service and the “clinical service desk,” which mostly helps people use the EPIC EHR. Learn more about University of Illinois Health: https://hospital.uillinois.edu/ Learn more about HCTEC: https://hctec.com/ Health IT Community: https://www.healthcareittoday.com/

Join Tom in this insightful podcast episode recorded at the HDI Philly event held at Princeton University. Delve into groundbreaking strategies and cutting-edge technologies, including AI, to revolutionize your service desk operations. Drawing from his leadership at Expivia, where he expanded the team to over 600 professionals, and his innovative work at OttoQA, Tom shares advanced methods that enhance operational efficiency and elevate customer satisfaction. Explore the latest trends, tools, and best practices reshaping service desks across industries. Whether you aim to optimize your current operations or completely transform your service approach, this episode offers expert advice and actionable insights to propel you to the forefront of industry excellence.If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.Please check us out at expiviausa.com, or email us at info@expivia.net!Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel

In this episode, Mark Banfield, CEO of 1E, discusses the emerging market of Digital Employee Experience (DEX). He explains how 1E's technology monitors and manages the digital experience of employees on their devices, identifying and remedying issues before they impact productivity. Mark emphasizes the importance of providing a great employee experience, as it directly translates to a great customer experience. He also highlights the role of technical and executive champions in driving the adoption of DEX solutions. The conversation delves into the measurement of DEX, the impact on IT service desks, and the potential for cost savings and productivity gains. Mark shares insights on building trust with customers, the value of authenticity, and the significance of every employee's role in the organization.Tune in and learn more about this episode of the Revenue Builders Podcast.HERE ARE SOME KEY SECTIONS TO CHECK OUT[00:03:03] Introduction to digital employee experience (DEX) and its importance[00:04:30] How DEX is measured and its impact on employee productivity[00:07:37] Cost savings and efficiency gains through DEX[00:11:39] The impact of digital friction on employee morale and retention[00:12:08] Addressing onboarding challenges with new applications[00:13:54] The digital adoption platform is a white hot space with great opportunities[00:16:02] The executive champion is usually a VP of infrastructure, end user computing, or digital workplace[00:23:45] Building trust and relationships with customers is crucial in sales[00:34:02] Transitioning from a CRO to a CEO role requires accountability and adapting to new responsibilities[00:44:57] Importance of projecting a future for individuals to see themselves inADDITIONAL RESOURCESLearn more about aligning customer-facing teams to improve execution: https://forc.mx/48o1jyPConnect and learn more about Mark Banfield.https://www.linkedin.com/in/markbanfield/https://www.linkedin.com/company/1e/HIGHLIGHT QUOTES[00:55:25] "There's no shortcuts. One of the four values in OneE is belief. And I put that value in place when I got here, because I thought, in my view, that whether you think you can or whether you think you can't, you're right."[00:56:00] "There are no shortcuts to success, it's about putting in the work and pushing yourself."[00:57:43] "There's no elevator for success. You have to take the stairs."

Navigate the complexities of IT automation with the Automate IT podcast, hosted by Automox's David van Heerden. Each episode dives deep into automation strategies, expert insights, and actionable advice to simplify your IT operations. Explore the far-reaching capabilities of automation in IT and make Automate IT your go-to resource.Book Discussed: https://the1thing.com/book/

24x7 Advantage Technical Service Desk delivers world class service, world class MSP opportunity, Special Holiday Podcast: How can you be on-game, when much of your U.S. based staff might otherwise want to watch The Game? It's the busiest travel day of the year, in the US. Family. Holiday… Football. And several well-known and well learned experiences says that these are the days when an MSP's customer might just happen to need technical support. And that need just happens to coincide when staffing to meet that need can be challenging. How can you be on-game, when much of your U.S. based staff might otherwise want to watch The Game? 24x7 Advantage Technical Service Desk 24x7 Advantage offers U.S. and Canada based MSPs an ability to offer the support their customers need, all the time, detaching place, season, and calendar staffing and service demand issues with an always ready posture. “Our clients are keen to be competitive - outsourcing in one form or another is a common model.  But they also require service excellence. They don't necessarily want their own customers to know they are outsourcing, so the integration of our white label services into their own needs to be seamless, and our services flawless. We've been successful in delivering this to our clients,” says Michelle Fiegehen of 24x7 Advantage. In this timely podcast, Fiegehen tells us about 24x7 Advantage and how it adds a market advantage to any MSP looking to stand out in a crowded market and become that on-going go-to resource that creates on-going opportunities and growth. The company utilizes minimum level 2 support engineers who have a proven track record of technical expertise and high-resolution rate. To make sure her team reflects a deep bench of experience, Fiegehen has pushed turnover rate almost to zero, by offering premium benefits. She also leverages time differences to her team's advantage, utilizing a global workforce who are working during a regular workday while it's nighttime in America. “Most clients start small to try us out, then gradually expand their usage once they see the benefits and realize the risk is low.” As good experiences aggregate, the relationship typically grows. “After 3 months, we have enough data to propose a range of pricing models with varying degrees of flexibility. For example, some clients remain on a draw down model, others prefer to switch to a per device model.” In addition to the Global Service Desk, 24x7 Advantage offers NOC, SOC, Patch Management, remote support, email management, backup and storage management, policy enforcement and performance reporting. Visit www.24x7advantage.com  email sales@24x7advantage.com or US 646 7661949 24x7 Advantage Technical Service Desk

Show Notes

Roger Grimes is an industry expert and the Data Driven Defense Evangelist for KnowBe4. In this episode, Roger and host Charlie Osborne discuss the spate of social engineering attacks that are targeting IT service desk agents, which aim to hijack Okta Super Administrator accounts to access and abuse identity management. To learn more about our sponsor, KnowBe4, visit https://knowbe4.com

Are you a recent college graduate who's wondering what's next? If you have a passion for technology and problem-solving, then a career in IT support might be the perfect fit for you!In this video, we sit down with Caleb, who recently landed his dream job as an IT Support Specialist straight out of college. Caleb shares his experience and gives us an inside look into what it takes to succeed in this field. We share valuable insights and tips for those who are interested in pursuing a career in IT support. He talks about the skills and knowledge that he gained in college that helped him in his new role, as well as the challenges he faced and how he overcame them.Caleb Wright Linkedin: https://www.linkedin.com/in/cwrightech/Bad Panda Tech YouTube: https://www.youtube.com/@BadPandaTechSupport the show

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

Shoutout to Lacey Elmange, Executive Director, SouthFloridaCIO at InspireCIO, for introducing us!Interested in attending the San Antonio Live Podcast Tour Experience?Checkout the agenda below:Ready to Register? Email me at joe@techtables.com.

She has been with the state for 30 years and enjoys spending time with her family and friends, as well as the Montana outdoors. She loves Starbucks coffee (Americano and Dark Mochas).

And a big thank you to our brand partners who keep this podcast free to the listener:Nagarro is a leading provider of digital government services, partnering with state, local, and federal clients on some of their most strategic technology projects. Nagarro offers expertise in Digital Services, Legacy Modernization, Case Management, Data & AI, Service Desk, Cyber Security, and more. To learn more, check out www.nagarro.com.In this episode of The Public Sector Show by TechTables, Emilio Salabarria, Deputy Senior Executive Advisor at Cyber Florida, discusses Florida's critical infrastructure risk assessment. Emilio emphasizes the significance of cybersecurity and the challenges associated with engaging both private and public sectors in the assessment process. He shares Cyber Florida's innovative grassroots campaign aimed at fostering participation and collaboration statewide. If you're in Florida, don't miss the opportunity to attend the upcoming CyberWorks tabletop exercise in Hillsborough County on June 9th, where Emilio will provide free lunch. For more information, email esalabarria@cyberflorida.org.Timestamps:(00:00) Introduction(01:00) Critical infrastructure risk assessment mission(02:30) Importance of building relationships to get participation(03:45) Grassroots campaign through CyberSecureFlorida.org(05:00) Establishing a baseline for the state of Florida(05:53) Need for detailed cyber security help(08:30) Use of Idaho National Lab's cybersecurity evaluation tool(11:10) Importance of ransomware readiness assessment(20:11) Collaboration with Florida Digital Service(21:30) Success stories of tabletop exercise for small and medium counties(25:00) CyberWorks Workshop on June 9th, 2023, at 5:30pmGet new episodes directly in your inbox - We send updates every week, and bonus content over the weekend. Join the newsletter and show —> https://www.techtables.com/Listen on:

And a big thank you to our brand partners who keep this podcast free to the listener:Nagarro is a leading provider of digital government services, partnering with state, local, and federal clients on some of their most strategic technology projects. Nagarro offers expertise in Digital Services, Legacy Modernization, Case Management, Data & AI, Service Desk, Cyber Security, and more. To learn more, check out www.nagarro.com.In the Public Sector Show by TechTables, Jim Walker, Advisory Board Member & fmr. VP, Public Sector at Roboyo discusses the benefits of Robotic Process Automation (RPA) in the public sector. Examples include Ohio's use of a bot to streamline the process of adding newborns to Medicaid, New York's use of RPA to handle a surge in unemployment claims during the pandemic, and Georgia's use of RPA to automate the renewal process for food stamp recipients. Jim emphasizes the importance of humanizing bots and personalizing them to make them more valuable to employees. He encourages government agencies to embrace automation to serve citizens better - Make America Great by Building Back Better with intelligent automation.Get new episodes directly in your inbox - We send updates every week and bonus content over the weekend. Join the newsletter and show —> https://www.techtables.com/Listen on:

And a big thank you to our brand partners who keep this podcast free to the listener:Nagarro is a leading provider of digital government services, partnering with state, local, and federal clients on some of their most strategic technology projects. Nagarro offers expertise in Digital Services, Legacy Modernization, Case Management, Data & AI, Service Desk, Cyber Security, and more. To learn more, check out www.nagarro.com.Ready to take your leadership skills to the next level? In today's podcast episode on The Public Sector Show by TechTables, Glenn and Joe share their invaluable experiences and insights on how servant leadership can drive organizational success. By prioritizing the team, supporting their growth, and creating a culture of trust, you can build a team that is invested in the mission and each other.Glenn stresses the importance of every action matching the commitment shown to the team, with humility and a focus on putting the team first. He also tells us about his upcoming book on effective leadership, which promises to be an invaluable resource for anyone looking to grow their skills.Joe discusses his experiences coaching high school basketball and the importance of prioritizing the team dynamic over individual egos. But it's not just about sports - he dives into understanding the needs of end-users and customers in public sector services, and why empathy is so crucial for building trust.This episode is brimming with practical tips and a wealth of knowledge on how to create a culture of trust, respect, and mutual support in any team environment. So tune in and let Glenn and Joe inspire you to become a true servant leader!Timestamps:(01:39) Focus on culture(02:17) Importance of creating a great culture for long-term success(05:10) Joe reads an excerpt from "The Culture Code" by Daniel Coyle(13:22) Emotional safety and the importance of team success over individual success(30:41) Commitment to the team and servant leadership(40:13) The importance of trust in leadership(40:59) The importance of empathy in building trustWe send out a free weekly podcast and a newsletter highlighting human-centric stories from public sector CIOs, CISOs, and technology leaders across federal, state, city, county, and higher education.Sign up for Behind the Mic by TechTables https://www.techtables.com/Listen on:

And a big thank you to our brand partners who keep this podcast free to the listener:Nagarro is a leading provider of digital government services, partnering with state, local, and federal clients on some of their most strategic technology projects. Nagarro offers expertise in Digital Services, Legacy Modernization, Case Management, Data & AI, Service Desk, Cyber Security, and more. To learn more, check out www.nagarro.com.Today on The Public Sector Show by TechTables, we hear from Phil Komarny, CIO, of Maryville University of Saint Louis, where he is focused on revolutionizing education through personalization and data. He discusses how Maryville is using collective technology to create a more engaging digital experience for its learners, and how he envisions a future where educational data is used to create personalized learning journeys for every student. He also emphasizes the importance of leadership and courage in driving change and innovation in higher education.Timestamps:(00:00) - Introduction(00:38) - Phil's background and the mission of Maryville University(03:35) - Personalized learning journeys and the importance of understanding student data(08:41) - Leveraging technology to create lifelong relationships with students(11:35) - The role of AI in creating personalized learning journeys(14:23) - The importance of leadership and courage in higher education(18:12) - Maryville's approach to innovation and change(20:29) - The role of collective technology in empowering educators and learners(24:45) - Phil's advice for technology leaders(27:23) - The benefits of automation and AI in higher education(29:27) - Conclusion and where to find PhilWe send out a free weekly podcast and a newsletter highlighting human-centric stories from public sector CIOs, CISOs, and technology leaders across federal, state, city, county, and higher education.Sign up for Behind the Mic by TechTables https://www.techtables.com/Listen on:

***Shoutout to Digital Era Group and FIU for hosting Secure Miami on May 4th, 2023, and having Joe Toste host a panel.Also a big thank you to our brand partners who keep this podcast free to the listener:Nagarro is a leading provider of digital government services, partnering with state, local, and federal clients on some of their most strategic technology projects. Nagarro offers expertise in Digital Services, Legacy Modernization, Case Management, Data & AI, Service Desk, Cyber Security, and more. To learn more, check out www.nagarro.com.Today on The Public Sector Show by TechTables, we hear from Joe Toste's panel discussion on The Future of Public Cloud Security: Emerging Technologies and Trends at Secure Miami.Timestamps:(00:00) Introduction(01:55) Helvetiella Longoria discusses securing a multi-cloud environment(05:30) - Andrew Phillips discusses the pros and cons of securing a multi-cloud environment(06:49) - Michelle Jackman discusses trends and challenges in multi-cloud security(11:00) Julie O'Brien introduces herself and discusses securing a multi-cloud environment(12:13) Helvetiella Longoria discusses challenges in securing higher education environments(15:41) Andrew Phillips discusses financial and cost optimization in public cloud security(16:08) "You can't secure what you don't know you have" - Andrew Phillips(21:50) "You have to take a holistic approach" - Michelle Jackman(25:49) "It's a shared responsibility" - Helvetiella Longoria(34:22) "It's a people problem" - Joe TosteWe send out a free weekly podcast and a newsletter highlighting human-centric stories from public sector CIOs, CISOs, and technology leaders across federal, state, city, county, and higher education.Sign up for Behind the Mic by TechTables https://www.techtables.com/Listen on:

Author of The Service Desk Handbook, Sanjay Nair talks to us about his book, where he compiled and organized the main elements of a well functioning Service Management tool. He points out the importance of having a good team, with the right people, and building a strong foundation for your help desk from the start. Then, he refers to his current work and emphasizes on the value of certifications, an accurate CMDB, and the challenges of implementing new work processes. Sanjay Nair is an ITIL and COBIT certified Service Management professional with over 26 years of experience in the field. He's also the author of The Service Desk Handbook. Currently, he is the Manager of IT Operations at Knet. Sanjay has also previously served as Help Desk Manager at Automated System Company and he ran the Network Operations Center and Service Desk at the National Bank of Kuwait.

A big thank you to our brand partners who keep this podcast free to the listener:Nagarro is a leading provider of digital government services, partnering with state, local, and federal clients on some of their most strategic technology projects. Nagarro offers expertise in Digital Services, Legacy Modernization, Case Management, Data & AI, Service Desk, Cyber Security, and more. To learn more, check out www.nagarro.com.Today on The Public Sector Show by TechTables, we talk about lessons from NASA and EPA on curiosity, mentorship, cybersecurity, breaking barriers, and more with Renee Wynn, fmr. CIO, NASA.Connect with Renee: https://www.linkedin.com/in/renee-wynn-8935a24/Timestamps:(00:00) Intro(02:41) EPA and the Simpsons(06:36) Entrepreneurial Financial Lessons(13:48) Keeping a Childlike Curiosity(19:48) Cybersecurity from Earth and Space(27:15) Legacy IT: The Good & Bad(31:26) The CIO Iterative Process(36:19) How to Find & Maintain Team Cadence(40:43) How to Pivot from Missed Opportunity(50:41) OutroWe send out a free weekly podcast and a newsletter highlighting human-centric stories from public sector CIOs, CISOs, and technology leaders across federal, state, city, county, and higher education.Sign up for Behind the Mic by TechTables https://www.techtables.com/Listen on:

A big thank you to our brand partners who keep this podcast free to the listener:Nagarro is a leading provider of digital government services, partnering with state, local, and federal clients on some of their most strategic technology projects. Nagarro offers expertise in Digital Services, Legacy Modernization, Case Management, Data & AI, Service Desk, Cyber Security, and more. To learn more, check out www.nagarro.com.Today on The Public Sector Show by TechTables we talk about making space for others to succeed, what separates good from great CIOs, using empathy to build a Smart City, and more with Rob Lloyd, Deputy City Manager, and Khaled Tawfik, CIO, City of San José.Connect with Rob: https://www.linkedin.com/in/roblloyd/Connect with Khaled: https://www.linkedin.com/in/iktawfik/Timestamps00:00 Intro06:04 The Best Boba in San Jose08:34 How to Hire Your Replacement11:25 Making Space for Success13:05 What Separates Good from Great CIOs17:04 Jumping into the Role of CIO18:55 Building a Smart City, Empathy-First20:31 Broadband and Digital Empowerment22:12 San Jose's Start-Up Mentality27:33 Top Takeaways from CIOs37:08 OutroWe send out a free weekly podcast and a newsletter highlighting human-centric stories from public sector CIOs, CISOs, and technology leaders across federal, state, city, county, and higher education.Sign up for Behind the Mic by TechTables https://www.techtables.com/Listen on:

A big thank you to our brand partners who keep this podcast free to the listener:Nagarro is a leading provider of digital government services, partnering with state, local, and federal clients on some of their most strategic technology projects. Nagarro offers expertise in Digital Services, Legacy Modernization, Case Management, Data & AI, Service Desk, Cyber Security, and more. To learn more, check out www.nagarro.com.On this episode of The Public Sector Show by TechTables, we talk about transitioning from the DOD into local government service, Brownsville's 5-year plan, infrastructure wins, and more with Jorge Cardenas, CIO, the City of Brownsville.Connect with Jorge: https://www.linkedin.com/in/jorge-cardenas-it-vp-director/Timestamps00:00 Intro01:30 From DOD to Brownsville CIO04:12 Brownsville 5-year Plan08:36 The $100MM Broadband Project11:52 Next Initiatives13:10 How to Get City-Wide Buy-In15:05 Cybersecurity and Network Security Plans16:37 Lessons from DOD18:48 The Complexities of Dealing with Hard Problems22:33 Jorge's Favorite Books25:02 OutroWe send out a free weekly podcast and a newsletter highlighting human-centric stories from public sector CIOs, CISOs, and technology leaders across federal, state, city, county, and higher education.Sign up for Behind the Mic by TechTables https://www.techtables.com/Listen on:

A big thank you to our brand partners who keep this podcast free to the listener:Nagarro is a leading provider of digital government services, partnering with state, local, and federal clients on some of their most strategic technology projects. Nagarro offers expertise in Digital Services, Legacy Modernization, Case Management, Data & AI, Service Desk, Cyber Security, and more. To learn more, check out www.nagarro.com.Today on The Public Sector Show by TechTables, we catch up on buy-in and empowering your staff, why communication is crucial in cybersecurity, why now is a great time to move over to a career in public sector cybersecurity, and Q&A Mailbag time with Gavin Green, Chief Information Security Officer at Florida Office of State Courts Administrator.Connect with Gavin: https://www.linkedin.com/in/gavingreen/Timestamps:00:00 Intro01:32 Big Leadership Strategies From Little League Football04:24 How to Navigate Practice vs Gametime Strategies06:28 Buy-in and Empowering Your Team11:53 Why Communication in Cybersecurity is Crucial14:11 Shifting the Traditional CIO/CISO Hierarchy16:57 Lessons from Leadership on a Submarine19:54 From Private to Public Sector23:13 Mailbag Q&A: What is the biggest challenge your organization is facing this year regarding the workforce?25:39 Mailbag Q&A: What is your involvement in the planning and disbursement of the CIS security funds for the state of Florida, or the Florida State Administrative courts?28:37 Mailbag Q&A: What is the most rewarding part of your day?30:18 Who does Gavin nominate to hear from next on TechTables Public Sector Show?31:38 OutroWe send out a free weekly podcast and a newsletter highlighting human-centric stories from public sector CIOs, CISOs, and technology leaders across federal, state, city, county, and higher education.Sign up for Behind the Mic by TechTables https://www.techtables.com/Listen on:

In this episode I get to talk with Daniel Post about data classification and data governance. Dan is a Senior Sales Engineer for Varonis. He has been in the industry for a while and has knowledge that we break down into 'bite sized' chunks to make it easier for your staff to consume.Talking Points:Where does a company first start their Data Classification and Governance journey?What are some of the challenges that a company can expect when it comes to data classification?What are you seeing in the field right now that makes it hard for companies in their data governance program?Now that data lives in the 'Hybrid' world, how does data governance work when you have data on network drives like Isilon and cloud drives like Microsoft or Box?Does it integrate with a CMDB/ticketing system like Service Now or Service Desk, so your GRC team can take 'action' on it?Podcast Sponsor: The sponsor for this episode is Varonis. Varonis is a cybersecurity solutions company that is very mature in the Data Classification and Governance space. They are based out of good ole' New York City! Proceeds from this sponsorship will be going to the Autism Support of Kent County Michigan. Pam and her team help parents with finding support idea/solutions for their children with Autism. More information here - https://www.autismsupportofkentcounty.org/

Managing a service desk is not only about ensuring that everything works, but also to look for opportunities to improve. Jason Turner (Princeton University) has A LOT of experience in that department and shares his methods to measure agent performance and boost service desk quality. Find insights on cold monitoring, scorecards, personalized feedback, and more! Jason Turner is the Associate Director of Customer Support at Princeton University. He has over 20 years of experience in IT support, and his past tenure includes being the Service Desk Manager at the Children's Hospital of Philadelphia, the IT Support Center Manager at Pinnacle Foods Corporation, and a Solutions Director at Technisource.

Meet Nicholas Freund, Founder and CEO of Workstream.io. Nicholas spearheads a seed-stage technology startup that integrates directly with analytical tools data, and existing workflows, to empower data teams to use data assets in a more effective way.01:50 Meet Nichola Freund05:18 Why leave the golden child : Tesla?14:10 Time to start another data company18:37 A startup in COVID21:30 The Workstream pitch25:30 A use case example29:16 Competitive differentiation34:40 Monetization and growth39:31 Launch complete41:42 Kill Your service desk!46:03 Company culture48:31 Recommended booksLinkedIn: linkedin.com/in/nick-from-workstreamWebsite: https://www.workstream.ioWant to be featured as a guest on Making Data Simple? Reach out to us at almartintalksdata@gmail.com and tell us why you should be next. The Making Data Simple Podcast is hosted by Al Martin, WW VP Technical Sales, IBM, where we explore trending technologies, business innovation, and leadership ... while keeping it simple & fun.

This week Dave and I talk about the iPhone 14 and some of the new ways it's connected to the Apple Watch. We look at a couple of new commercials and how innovative companies are trying to become to capture our attention. I also reveal my favorite Apple commercial of all time. Dave and I discuss sharing Wi-Fi passwords and Apple's iOS 16 feature list. MasterClass: I highly recommend you check it out. Get unlimited access to EVERY MasterClass, and as a listener of The Dalrymple Report, you get 15% off an annual membership! Go to MASTERCLASS.com/dalrymplenow. That's MASTERCLASS.com/dalrymple for 15% off MasterClass. Kolide: Is your Service Desk struggling with remote work and a mix of Mac, Windows, and Linux devices? Kolide can help. Learn more here. Show Notes: Gruber on being in the Steve Jobs Theater for last week's Apple event Volkswagen Uber One and Sarah Silverman iOS 16 experiment Don't miss the built-in Astronomy customized iOS 16 Lock Screen Apple's official iOS 16 Feature List Apple Explains iPhone's New “Fake AirPods” alert iPhone 14 Pro's Always-On Display Intelligently Turns Off When You Leave the Room With an Apple Watch Shantaram

Apple held its annual event this week at its Cupertino, Calif. headquarters. There were a lot of products announced, including new Apple Watches, new iPhones and new AirPods Pro. Dave and I take some time to talk about all of the products, and colors, of everything the company announced. Brought to you by: Kolide: Is your Service Desk struggling with remote work and a mix of Mac, Windows, and Linux devices? Kolide can help. Learn more here. New Relic: Use the data platform made for the curious! Right now, you can get access to the whole New Relic platform and 100GB of data per month free, forever – no credit card required! Sign up at New Relic.com/dalrymple. Show Notes: iPhone 14 iPhone 14 Pro Apple Watch Series 8 Apple Watch Ultra Apple Watch SE AirPods Pro

Pickleball is on the show for the very first time as Dave recounts a funny story from the weekend. We also look at what some of the rumors are for Apple's upcoming event, and what "Far Out" could possibly mean. An original unopened iPhone sold at auction this week—how much would you pay for it? This week Dave digs into a couple of reader emails as we return to Columbia House. Brought to you by: Kolide: Is your Service Desk struggling with remote work and a mix of Mac, Windows, and Linux devices? Kolide can help. Learn more here. Show Notes: Pickleball Far Out poll Mark Gurman's Far Out take Apple and Globalstar Rumored to Announce Satellite Connectivity Feature for iPhone 14 at September 7 Event T-Mobile announcement is real, though not clear what FCC hurdles they'll have to jump through before things can go live Unopened Original iPhone Sells for $35,000 at Auction Selecting multiple images trick in your iPhone app Former Apple engineer accused of stealing automotive trade secrets pleads guilty

What is the most popular social media platform and how much should we trust them? That's one of the topics on this week's podcast. We also talk about Daring Fireball's anniversary and Apple showing ads on its iCloud platform even though you may pay for it. Dave and I also play the Notable People game, which almost derailed the podcast entirely. Brought to you by: Kolide: Is your Service Desk struggling with remote work and a mix of Mac, Windows, and Linux devices? Kolide can help. Learn more here. Show Notes: Daring Fireball is 20 Teens, the fall of Facebook, and social media Apple Finds Its Next Big Business: Showing Ads on Your iPhone The Notable People game Sidney. Apple TV+, Sept 23rd Five Days At Memorial, Apple TV+ The Greatest Beer Run Ever

Have you ever heard someone say, “I'm too busy putting out fires”? What if the only way to get ahead of those fires was to make way for change—to improve the foundations and infrastructure to reduce the fires you had to put out? This episode will discuss the fantastical balancing act of maintaining operational excellence while creating space for growth and improvement. 

Benjamin and Zac discuss all the new features and changes in iOS 16 beta 5, including the new battery percentage option. Also, the iPhone 14 Pro is rumored to get more expensive, and the 2022 iPad Pro might have a new 4-port connector. Sponsored by Helix Sleep: Learn more and take the Helix Sleep quiz at helixsleep.com/9to5mac. Sponsored by Zocdoc: Go to Zocdoc.com/happyhour and download the Zocdoc app to sign-up for free and book a top-rated doctor. Many are available as soon as today. Sponsored by Pillow: Pillow is an all-in-one sleep tracking solution to help you get a better night's sleep. Download it from the App Store today. Sponsored by Kolide: Is your Service Desk struggling with remote work and a mix of Mac, Windows, and Linux devices? Kolide can help. Learn more here. Follow Zac Hall @apollozac Benjamin Mayo @bzamayo Read More The good news about Apple's rumored iPhone 14 Pro price hike Bloomberg: Apple tells suppliers to make at least 90 million iPhone 14 units Here's everything we know so far about the 2022 iPad Pro Apple expands original podcasts investment as it hunts for compelling stories to adapt into TV+ shows Kuo: iPhone 14 Pro and iPhone 14 Pro Max to get more expensive NASA is sending an iPad around the moon to help test Alexa in space Third iOS 16 public beta now available with new battery percentage icon, more Kuo: iPhone 14 series not facing impacts on supply chain as mass production and shipment schedule are on track Apple and Kim Kardashian collaborate on unique Beats Fit Pro line Kuo: AirPods to switch to USB-C for charging alongside iPhone 15 in 2023 Find My has a new sound alert with iOS 16 beta 5, here's how it sounds iOS 16 beta 5 adds ‘Copy and Delete' option for sharing screenshots without clutter AAPL acquisitions fell dramatically in 2021 and 2022, show regulatory filings iPhone 14 event: Apple begins production of virtual keynote for September Rumor: 2022 iPad Pro to feature two new ‘four-pin connectors' for accessories Listen to more Happy Hour Episodes Subscribe Apple Podcasts Overcast Spotify Listen to more 9to5 Podcasts Apple @ Work Alphabet Scoop Electrek The Buzz Podcast Space Explored Rapid Unscheduled Discussions Enjoy the podcast? Shop Apple at Amazon to support 9to5Mac Happy Hour or shop 9to5Mac Merch!

Benjamin and Zac catch up on Apple's quarterly earnings results from last week, and bemoan the ongoing expansion of Apple's ad business. iPadOS 16 will also reportedly be delayed until October for the first time. There are also iOS 16 always-on display leaks and Apple Studio Display woes to discuss. Sponsored by Kolide: Is your Service Desk struggling with remote work and a mix of Mac, Windows, and Linux devices? Kolide can help. Learn more here. Sponsored by Ladder: Go to Ladder.com/HappyHour today to see if you're instantly approved. Sponsored by MindNode: MindNode is the most delightful mind mapping and outlining app for your Mac, iPad, iPhone & Apple Watch.  Featured as Apple's "Editor's Choice" & "App of the Day", MindNode is a free download on the App Store & Mac App Store. Sponsored by Pillow: Pillow is an all-in-one sleep tracking solution to help you get a better night's sleep. Download it from the App Store today. Follow Zac Hall @apollozac Benjamin Mayo @bzamayo Read More Apple Studio Display firmware 15.5 drops amid speaker problem complaints Rumored 10th-generation iPad schematics show new rear camera module design, flat edge chassis, no headphone jack? Apple delaying iPadOS 16 release to October; iOS 16 still expected in September Hiring trends indicate Apple plans to significantly expand its ads business AAPL investors need to see inside the company's “$70 billion black box,” say analysts Apple preps Android switchers for iPhone 14 with new explainer video $50 gift card with Apple TV purchase promotion available again at the US Apple Store, also launches in other countries Apple overhauls iPhone checkout experience with larger images, focus on trade-ins, more Apple expanding App Store ads from search to ‘Today' tab and more Listen to more Happy Hour Episodes Subscribe Apple Podcasts Overcast Spotify Listen to more 9to5 Podcasts Apple @ Work Alphabet Scoop Electrek The Buzz Podcast Space Explored Rapid Unscheduled Discussions Enjoy the podcast? Shop Apple at Amazon to support 9to5Mac Happy Hour or shop 9to5Mac Merch!

When you started as a systems administrator, you might have connected servers, swapped out hard drives, run down spare components, and dragged around a crash cart. Those days might not be completely over, but the chances you physically interact with your systems grow smaller and smaller each day. In an era of virtualization, cloud-first, and software as a service, where does this leave the lowly systems administrator? These questions and more are discussed and debated by Technical Content Manager for the SolarWinds® Community Kevin M. Sparenberg and SolarWinds Manager of Information Technology Noel Barbee on this episode. How you do your job may have changed, but the role in your organization is as important as ever.  © 2022 SolarWinds Worldwide, LLC. All rights reserved.

Rene Ritchie has moved on from his YouTube channel to take a job with Google. Apple Music Sessions kicked off in Nashville with some country artists leading the way in the services new feature. Dave and I talk about some controversy with the M1 and M2 Macs, and Apple Arcade is getting rid of some of the first companies to offer games for the service. Brought to you by: Zocdoc: NOW is the time to prioritize your health. Go to Zocdoc.com/DALRYMPLE and download the Zocdoc app to sign-up for FREE and book a top-rated doctor. Many are available as soon as today. Kolide: Is your Service Desk struggling with remote work and a mix of Mac, Windows, and Linux devices? Kolide can help. Learn more here. Show Notes: Rene Ritchie joins Google as YouTube's Creator Liaison Apple the ‘most likely winner' of $3 billion NFL deal, UEFA Champions League could be next Apple introduces Apple Music Sessions Gruber on the difference between the M1 and M2 MacBooks Air Kirk McElhearn on the drastic drop in SSD speed from M1 to M2 MacBook Air Watch MKBHD's review Why are 15 games leaving Apple Arcade? Netflix Tests Another Way to Charge for Password Sharing

Apple announced that its showed have been nominated for 52 Emmy Awards with Ted Lasso leading the way. One of its new shows, Severance, also had a good showing with 14 nominations. Apple is rumored to be in the lead to take over broadcasting rights for the NFL and could also be looking at the UEFA Champions League in Europe. There are new rumors of an Apple Watch Pro—Dave and I take a look at that and what it could mean for users. Brought to you by: MasterClass: I highly recommend you check it out. Get unlimited access to EVERY MasterClass, and as a listener of The Dalrymple Report, you get 15% off an annual membership! Go to MASTERCLASS.com/dalrymplenow. That's MASTERCLASS.com/dalrymple for 15% off MasterClass. Kolide: Is your Service Desk struggling with remote work and a mix of Mac, Windows, and Linux devices? Kolide can help. Learn more here. Show Notes: Apple scores record-breaking 52 Emmy Award nominations Apple the ‘most likely winner' of $3 billion NFL deal, UEFA Champions League could be next Apple Watch Pro Seven iOS 16 beta features to check out Also, these hidden features