Ticket Volume - IT Podcast

InvGate
Ticket Volume - IT Podcast

News and information for improving IT experiences. Ticket Volume connects a community of Service Management professionals with new ideas and perspectives. Powered by InvGate. New episodes every other week!

  1. 92. Customer Experience And Emotional Intelligence: Key Insights and Strategies

    1 DAY AGO

    92. Customer Experience And Emotional Intelligence: Key Insights and Strategies

    Emotional Intelligence, CX, and Building Community with Luke Jamieson and Michael Mattson In this episode of Ticket Volume, Matt Beran sits down with CX leaders Luke Jamieson and Michael Mattson to unpack the evolving roles of emotional intelligence and community-building in Customer and Employee Experience. From practical advice for fostering employee engagement to the game-changing impact of tools like AI and observability, this episode delivers actionable insights for modern leaders. Here’s a sneak peek: 1. Why emotional intelligence is the backbone of CX and EX. 2. The difference between employee engagement and experience (and why it matters). 3. How community-driven projects like Twenty20ish redefine networking. 4. Leveraging AI and Journey AI for better CX strategies. 5. Tips for newcomers starting out in CX and service roles. Tune in to explore how emotional intelligence and technology can transform the way we work and connect. Don’t miss it!

    42 min
  2. 91. The Future of AI in IT: Insights from InvGate CEO Ariel Gesto

    NOV 28

    91. The Future of AI in IT: Insights from InvGate CEO Ariel Gesto

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

    28 min
  3. 90. Building a Service Management Office: Lessons from JAMF's Journey on Ticket Volume Podcast

    NOV 14

    90. Building a Service Management Office: Lessons from JAMF's Journey on Ticket Volume Podcast

    In this episode of Ticket Volume, Matt Beran reconnects with the team behind JAMF’s Service Management Office (SMO) to explore their journey and success stories! Featuring insights from Melissa Dunham, Senior Director of IT Support and Services, along with Kyle Carlson and Minta Wahlers, this conversation sheds light on the practical steps and challenges involved in building a thriving SMO. Here’s a quick sneak peek: 1. How Knowledge Management boosts collaboration and efficiency. 2. Building trust and buy-in through thoughtful Change Management. 3. The essential distinctions between Release and Change Management. 4. Transforming IT Asset Management into a foundational practice. 5. The power of Organizational Change Management for smooth transitions. Tune in for an inspiring look into JAMF’s SMO and learn valuable strategies to support your own ITSM initiatives. --- Share your feedback! Help us improve Ticket Volume by taking our quick year-end survey at this link. Your input will shape our 2025 content! 🎙️✨

    33 min
  4. 89. Rethinking ITSM: Ken Gonzalez on Organizational Capabilities, Customer-Centricity and Growth

    OCT 31

    89. Rethinking ITSM: Ken Gonzalez on Organizational Capabilities, Customer-Centricity and Growth

    Join us as we dive into the latest Ticket Volume - IT podcast episode with the insightful Kenneth "Kengon" Gonzalez! This time, Kenneth, a former Gartner analyst and industry advisor, shares why focusing on organizational capabilities (not just tools!) is the future of IT Service Management and business growth. If you’ve ever wondered if ITSM is dead, or why Gartner retired its famous Magic Quadrant, this is for you! Get ready for some bold perspectives and a reimagined approach to customer success and organizational improvement. Here’s a quick sneak peek: 1. Why ITSM tools are losing their edge. 2. The power of organizational capabilities for real impact. 3. Moving from SLAs to XLAs for customer experience that matters. 4. Why maturity models might be holding you back. 5. The surprising reason Gartner retired the Magic Quadrant. Don't miss out on this refreshing look at ITSM and organizational evolution with Kenneth Gonzalez --- Share your feedback! Help us improve Ticket Volume by taking our quick year-end survey at this link. Your input will shape our 2025 content! 🎙️✨

    38 min
  5. 88. Are Rigid Processes Hurting Service Management? Insights on Flexibility with Shane Carlson

    OCT 17

    88. Are Rigid Processes Hurting Service Management? Insights on Flexibility with Shane Carlson

    In this episode of Ticket Volume, Matt Beran chats with Shane Carlson, Director of Global Presales Strategic Services at Airtable, about the evolution of Service Management processes. They explore how rigid processes can hold teams back, the shift to more flexible patterns, and the impact of technology on modern workflows. Discover how agility and outcome-focused strategies are transforming Service Management. --- Share your feedback! Help us improve Ticket Volume by taking our quick year-end survey at this link. Your input will shape our 2025 content! 🎙️✨

    40 min
  6. 87. Exploring Mental Health in Tech: Insights with Dr. Torres, Aileen Day, and Emily Hubbard

    SEP 13

    87. Exploring Mental Health in Tech: Insights with Dr. Torres, Aileen Day, and Emily Hubbard

    In this episode of Ticket Volume, host Matt Beran dives into the crucial topic of technology and mental health. Joined by experts Dr. Erika Torres, Aileen Day, and Emily Hubbard, they explore the challenges tech professionals face, from empathy fatigue to communication breakdowns. Discover actionable insights on how to build healthier, more empathetic workplaces, the importance of soft skills, and the systemic changes needed to support mental well-being in tech. Don’t miss this enlightening conversation about the intersection of technology and mental health!

    50 min
  7. 86. Is the IT Job Market in Crisis? Insights and Tips with David Lowe & Stephanie Lundberg

    AUG 29

    86. Is the IT Job Market in Crisis? Insights and Tips with David Lowe & Stephanie Lundberg

    Is the IT job market strong or in crisis? Where should you search for jobs? How do you land interviews and stand out? These are the main questions we tackle in this episode of Ticket Volume. Join host Matt Beran as he dives into the IT job market with experts David Lowe and Stephanie Lundberg. They explore current trends, challenges, and strategies for navigating the job landscape. Don't miss out on their valuable insights! Comment and subscribe to stay connected with us at InvGate. Let’s keep the conversation going!

    53 min
  8. 85. The 5 levels of Service Management Maturity with Joshua Nelson, Alex Harding and Sarah Bulley

    AUG 15

    85. The 5 levels of Service Management Maturity with Joshua Nelson, Alex Harding and Sarah Bulley

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

    36 min
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5
out of 5
7 Ratings

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News and information for improving IT experiences. Ticket Volume connects a community of Service Management professionals with new ideas and perspectives. Powered by InvGate. New episodes every other week!

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