Ticket Volume Powered by InvGate

Ensuring regulatory compliance is an ongoing process that involves constantly adapting to new scenarios. Jordan Thurston, SVP at Citi, broke down what it means to work in Regulatory Portfolio Management and how to incorporate compliance practices into companies successfully. To illustrate this, he also explored the relationships between Compliance Management and ITAM. Bringing the episode to an end, Jordan shared the principles of the Dragonfly Construct, his personal theory that provides a new format for strategic management and process improvement.


Jordan Thurston is the Senior Vice President and Global Head of Regulatory Portfolio Management & Performance Analytics at Citi. Previous to this, he served as VP and Product Group Manager & Regional ESG Champion Co-Head at Goldman Sachs. Jordan has ten years of management experience, ranging from retail to the financial industry, and including six years in Risk, Governance, and Vendor Management.

What will the future bring to the workplace — and more importantly, how can organizations start adapting now?

It's pretty clear by now that the way of working is changing rapidly. The eruption of generative AI greatly impacted how we see work, and its potential is enormous. There seems to be no limit to what it can do — and that's both exciting and frightening.

But regardless of how we feel about it, there's a unifying thought popping into every leader's mind, "If we don't know how this will evolve, how can I prepare for it?"

Gene Kim, author of "Wiring The Winning Organization," is here to help. In this webinar, he'll discuss, along with host Matt Beran, several ideas to wire your teams in a way flexible enough to adapt to the speed of change. In addition, they will explore multiple options to leverage automation and AI to build efficient IT services today.

So, come join Gene and Matt in this webinar — and get a free AI tools map for service and support!

Webinar topics:

- Where we stand, and where the IT industry is heading.
- How companies are working towards adaptability.
- What the greatest organizations are doing TODAY to prepare for tomorrow.
- The role of automation and AI in the future workplace.
- How to create management systems that liberate people's minds.

For the past 25 years, Gene Kim has been studying high-performing technology organizations. He is a Wall Street Journal bestselling author, researcher, and multiple award-winning CTO. He founded Tripwire, Inc. and acted as its CTO for 13 years. Some of his most famous books include "Wiring the Winning Organization," "The Unicorn Project," "The DevOps Handbook," and "The Phoenix Project."

Register to our next webinar with Gene Kim to discuss how to wire the organization to adapt to the future here: https://invgate.com/ticket-volume/live/!When it comes to understanding the future of the workplace, Christopher Dancy makes the argument that, before anything else, we have to take a good look at where we come from and where we are at today.

With this in mind, and looking to drive away from unnecessary fear and uncertainty, first he explores the present context and work conditions to point out the importance of incorporating people’s singularity and values to the work environment. Then, he shifts the focus towards technology, going through a little bit of history to introduce the concept of “adaptive platforms” to think about possible future scenarios in tech.

Christopher Dancy, also known as “The World’s Most Connected Person,” is a highly recognized voice within the ITSM community. Before going independent as a consultant, author, and speaker, he served in different roles for companies such as LANDESK Software, CTOBMC Software, PinkElephant, ServiceNow, BMC, Healthways, and Compassware.

Christopher also founded ServiceSphere, the first ITSM organization to market with offerings combining Social Media and ITSM.

Download the 14 ITSM Framework Cheat Sheet here: https://bit.ly/43PAm6z | Register to the next live webinar here: https://bit.ly/3PO6amI.

There's no unique way to decide how IT teams manage the delivery of IT services to customers. Multiple frameworks can come into play — and typically, simultaneously.The beauty of it is that your plan can be nurtured with multiple perspectives. The drawback is that you can get caught up in complex terminology and never implement said plan.Working with multiple expert team members is a challenge, but it's not impossible. And Jyoti Chopra and Darrel Popowich know how to do it.In this episode, they discuss how to think about and apply standards, frameworks, and concepts, introduce new ways of working with teams, and find and explore new methodologies. In addition, they emphasize the importance of solid communication within the team and with other teams to succeed with your ITSM project.

Jyoti Chopra has over 15 years of experience stimulating and shaping business demand across various functions. She is currently the IT Business Relationship Manager at SCI Group Inc. Some of her previous roles include Director of IT at Sakshem IT Solution and Sr. IT Manager at Glaze Trading India. In addition, she was named Top BRM in 2023 by the Business Relationship Management Institute.Darrel Popowich is the Chief Visionary Officer and COO of the BRM Institute. He has over 25 years of experience in the IT world, occupying multiple positions — including Manager of IT Enterprise Services at TransAlta, Vice President of Information Technology at H&R Block Canada, and Managing Director at Online Business Systems. His primary focus is improving IT's capability to explicitly connect IT to business objectives that increase organizational value delivery.

Register to our next live webinar here: https://bit.ly/3Vkzjtm.

What do ITSM, BRM, Agile, and Project Management frameworks have in common? Kicking off this year's season of Ticket Volume, David Tomlinson invites us to explore this question.

He makes the argument that any successful framework implementation doesn’t mean obsessing over which one is better or finding a perfect fit and following it blindly. For this, he explains how organizations and leaders have to focus on adaptation, common sense, and the human factor when it comes to designing strong processes.

David Tomlinson serves as Senior Learning Specialist and DevOps Ambassador for DevOps, Agile, Project, Program, and IT Service Management at QA Ltd. Before this, he also worked for over ten years as Senior Trainer Consultant at FGI Consultancy.

Register here to win an "Introduction to ESM" book: https://bit.ly/3RMDADo!



Same as every year, December arrives with trends, predictions, and the need to try to take a glimpse at the future. For the IT industry in particular, 2023 brought several changes – and a few game-changers. The eruption of AI is clearly a hot topic, and we have also witnessed a more profound shift towards experience, as well as a focus on capabilities and measuring value.



And since we're not fortune-tellers, we brought a panel of experts to reveal what's in store for 2024 in the IT Service Management world. Should we be prepared for another groundbreaking innovation? Is there something else we need to prepare for? Only time will tell – but you can listen for some spoilers and predictions!



Rob England, Claire Agutter, and Mark Smalley join Matt Beran to discuss the future of Service Management, specifically focusing on IT and other shared service functions.



Formerly known as “The IT Skeptic”, Rob England is an active contributor to ITIL Service Strategy, The Unicorn Project, The Agile Manager, Open Management, The DevOps Handbook, a lead author of the VeriSM digital framework.



Claire Agutter is currently the Director at ITSM Zone and Scopism. She's a Service Management trainer, consultant, author, and Chief Architect for VeriSM. She was recognized as an HDI Top 25 Thought Leader in 2018 and 2019 and was nominated as one of Computer Weekly's 50 Women in Tech.



Self-defined as The IT Paradigmologist, Mark Smalley is an ITIL author and co-author, IT Management consultant and trainer, advisor, and former ambassador of organizations such as DevOps Agile Skills Association and ASL BiSL Foundation.