Ticket Volume - IT Podcast

Hosted by InvGate

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114

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Oct 2025

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About the show

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 soon!

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60 recent

October 24, 2025Episode 1021 hr 0 min

102. AI and Service Management: From PepsiCo's VR Training to Ethical Dilemmas

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

August 19, 2025Episode 10154 min

101. What Makes Teams Replace IT Tools? Triggers You Shouldn’t Ignore

When is it really time to replace IT tools? In this episode of Ticket Volume – IT Podcast, we dive into the warning signs, triggers, and challenges that push organizations to switch IT software.Host Matt Beran sits down with Ignacio Harriague (Director of Product Marketing at InvGate), Linda Lenox (Program Delivery Director at Hall's Culligan Water), and Sandi Conrad (Advisory Fellow at Info-Tech Research Group) to uncover the pain points that drive tool replacement, how to secure budget, and the mistakes to avoid when choosing a new solution.Here’s a sneak peek:The real pain points that push teams to switch IT tools.Why shadow IT emerges when tools no longer fit.How to articulate ROI and secure budget for new solutions.Common pitfalls in tool selection (and how to avoid them).What IT leaders should measure to prove value.Whether you’re already considering a replacement or just want to recognize the early warning signs, this episode is packed with practical insights for IT leaders navigating tool change.Don’t forget to like, subscribe, and share your thoughts in the comments! When did your team realize it was time to replace an IT tool?#replaceittools #switchittools #itleadership #itsm #servicemanagement #itsolutions #itpodcast #ticketvolume

May 15, 2025Episode 10016 min

100. Ticket Volume hits 100 episodes and shares 5 takeaways from the road so far

In this special 100th episode of Ticket Volume – IT Podcast, we flip the script.Instead of interviewing a guest, host and InvGate Product Specialist Matt Beran takes a moment to reflect on the journey so far — what the podcast has meant to him, how it’s changed his perspective on IT, and the five biggest lessons he’s learned from over 100 conversations with industry leaders.He also revisits standout episodes that surprised him, challenged him, or simply stuck with him — from mental health to experience management to change enablement.Here’s a sneak peek:1. Why complexity is unavoidable — and that’s okay.The value of sitting with a problem instead of rushing to fix it.How unexpected ideas can lead to breakthrough change.Why your network might be your biggest asset.A reminder that people are the heart of all tech.Whether you’ve been with us since episode one or just tuned in recently, this one’s for you. Thanks for being part of the Ticket Volume community!Don’t forget to like, subscribe, and share your thoughts — we’d love to hear from you.

March 20, 2025Episode 9930 min

99. Designing IT Services That Build Trust: Georgina Otubela on Service Design & Incident Management

In this episode of Ticket Volume – IT Podcast, Matt Beran is joined by Georgina Otubela, Service Delivery Manager at Vita Bank, to dive deep into service design, incident management, and the role of trust in IT services. Gabriela shares her insights on how IT teams can build strong relationships with users, respond effectively to incidents, and balance automation with human interaction to create better service experiences.Here’s a sneak peek:1. Why trust is the foundation of great IT services.2. How to improve incident management by focusing on communication.3. The role of automation in freeing up IT teams—and when not to use it.4. Why transparency and accountability are key to service recovery.5. How to recognize when you’ve designed a truly great IT service.Tune in for an insightful conversation packed with real-world advice for IT professionals looking to enhance their service management approach. Don’t forget to like, subscribe, and share your thoughts in the comments!#ServiceManagement #ITSM #IncidentManagement #Automation #ITLeadership #ITServiceDesign #CustomerExperience #ITTrust #TicketVolume #Podcast

March 6, 2025Episode 9829 min

98. IT Recycling done right: Alicia Syx on secure & sustainable ITAD

In this episode of Ticket Volume – IT Podcast, Matt Beran sits down with Alicia Syx, IT Asset Disposition (ITAD) expert at Sycamore International, to expose the hidden risks and overlooked opportunities in IT recycling. From data security failures to unexpected financial benefits, Alicia reveals what most companies get wrong about disposing of their old tech—and how to fix it.Here’s a sneak peek:1. The shocking reality of IT asset graveyards and untracked tech.2. Why ""wiping a hard drive"" isn’t enough to keep your data safe.3. The certifications that separate responsible IT recycling from risky disposal.4. How companies can turn old tech into cash instead of paying to get rid of it.5. The environmental impact of short-lived devices (and what to do about it).If your company still handles IT disposal like an afterthought, this episode will change your perspective. Listen now to learn how to protect your data, save money, and make IT recycling work for you!Don’t forget to like, subscribe, and share your thoughts in the comments! How does your organization handle IT recycling?#ITRecycling #ITAD #DataSecurity #TechDisposal #Ewaste #SustainableIT #ITAssetManagement #SecureIT #TicketVolume #Podcast

February 20, 2025Episode 9726 min

97. What Organizational Governance Really is: Insights From Valence Howden

Governance—it’s a term we hear all the time in IT and business, but do we really understand it? In this episode of Ticket Volume – IT Podcast, Matt Beran sits down with Valence Howden, Advisory Fellow at InfoTech Research Group, to break down governance, its misconceptions, and how it can truly enable organizations instead of holding them back.Here’s a sneak peek:1. What governance really means (hint: it’s not just bureaucracy).2. How to spot healthy vs. unhealthy governance in your organization.3. Why governance should be an enabler, not a roadblock to change.4. The role of governance in IT teams, Change Management, and risk mitigation.5. How to fix broken governance and make it work for your business.If governance has ever felt like a frustrating set of rules instead of a strategic advantage, this conversation is for you. Tune in now to rethink how governance impacts IT, decision-making, and organizational success!Don’t forget to like, subscribe, and share your thoughts in the comments! Have you experienced great (or terrible) governance in your organization? Let’s discuss!#OrganizationalGovernance #ITGovernance #ITLeadership #GovernanceFramework #ChangeManagement #DigitalTransformation #TicketVolume #Podcast

February 6, 2025Episode 9632 min

96. The Power of SLAs: Linda Lenox on Bridging Business and IT Through Meaningful Metrics

In this episode of Ticket Volume, Matt Beran welcomes Linda Lenox, a Service Management expert with decades of experience transforming IT operations. Together, they dive into the art and science of crafting meaningful Service Level Agreements (SLAs) that align with business objectives, foster collaboration, and empower service desk teams. From overcoming the fear of SLAs to leveraging them as tools for continuous improvement, Linda shares actionable insights and real-world examples to inspire IT leaders. Here’s a sneak peek: 1. Why SLAs shouldn’t be a “stick” for service desk agents. 2. The importance of starting SLA discussions with current metrics. 3. How SLAs can bridge the gap between IT and the business. 4. Tips for balancing metrics like first call resolution and call times. 5. Using SLAs as a tool for service improvement, not just measurement. Tune in for an engaging conversation packed with practical advice for IT pros, service management leaders, and anyone striving to make SLAs a business enabler. Don’t forget to like, subscribe, and share your thoughts—we’d love to hear from you!

January 23, 2025Episode 9537 min

95. The Road to Zero Incidents: John Gordon on Preventative Incident Management

In this episode of Ticket Volume, Matt Beran sits down with John Gordon, Senior VP of HP Managed Solutions Division, to explore how preventative Incident Management is reshaping IT operations. With a vision for zero-incident environments, John shares strategies to move from reactive problem-solving to proactive prevention, helping IT teams reduce downtime and improve user satisfaction. Here’s a sneak peek: 1. Why zero incidents should be every IT team’s goal. 2. The role of telemetry and automation in proactive IT operations. 3. How redefining SLAs can drive a preventative mindset. 4. The challenge of measuring hidden ROI—and why it’s worth it. 5. Lessons from HP’s success with preventative strategies. Tune in to learn how preventative Incident Management can transform your IT approach and hear actionable advice from one of the industry’s leading voices. Don’t forget to like, subscribe, and share your thoughts in the comments!

January 9, 2025Episode 9431 min

94. Optimizing Service Management for higher education: Insights with Vicki Rogers

Optimizing Service Management in higher education with Vicki Rogers In this episode of Ticket Volume, Matt Beran sits down with Vicki Rogers, Director of Service Management at Georgia Tech, to explore the unique challenges and opportunities of service management in higher education. From fostering a community of practice across 26 institutions to leveraging data for driving change, Vicki shares her journey of collaboration, leadership, and people-first strategies. Here’s a sneak peek: 1. How to build a grassroots network for IT collaboration. 2. The importance of data in advocating for IT improvements. 3. Balancing diverse stakeholder needs in higher education IT. 4. Strategies for smaller institutions with limited resources. 5. Why humility and relationships are key to driving organizational change. Tune in for an inspiring conversation packed with actionable insights for IT leaders and service management pros. Don’t forget to like, subscribe, and share your thoughts—we’d love to hear from you!

December 26, 2024Episode 931 hr 5 min

93. IT Service Management Trends For 2025: Insights from Rob, Claire, and Mark

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