Service Management Leadership Podcast

In this concluding segment, James and kengon explore the practical steps for effective AI governance integration. They discuss the importance of comprehensive audits, appropriate resource allocation, reconsideration of metrics, and awareness of international regulations. James also offers valuable recommendations for listeners seeking to deepen their understanding of AI ethics and governance.

In this episode, Jeffrey discusses Part 1 of the NextThink Blog: Let’s Talk Numbers: 15 Indispensable Stats about DEX & End-User Computing. This episode is focused on impacts to digital experience.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.

In this powerful one-off episode of ServiceNotes, host Rina Brahmbhatt sits down with a remarkable mother whose journey caring for her child with special needs has turned her into a relentless advocate—not only for her family, but for an entire community of home care workers.With raw honesty and heartfelt wisdom, she shares what it's like to navigate complex systems, build support networks, and give voice to those who are often overlooked. This episode brings forward the human side of service—where dedication, love, and advocacy intersect.Whether you're in tech, caregiving, or community work, this episode is a moving reminder that service is personal—and that sometimes, the loudest voices for change come from the quietest corners.Listen in for a story that will inspire, challenge, and uplift.

In this episode, Jeffrey discusses Part 2 of the discussion on service management best practices. This focused on Incident 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.

In this penultimate segment, James and I delve into risk management approaches for AI implementation, exploring the balance between reasonable precautions and legal liabilities. We discuss the "slippery slope" of unmanaged AI adoption in organizations, contextual challenges across different applications, and practical steps for responsible AI governance.

In this episode, Jeffrey discusses how Service Delivery success will change over the next five years. 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 Priyanka Sharma about how she started her career, and what's her hidden talent. Let's get to know the person behind the professional role.Tune in and let’s take one note at a time!

In this episode, Jeffrey discusses Part 1 of the discussion on service management best practices. This focused on Change Management/Enablement.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.

In this continuation of our conversation, James and I explore the practical implications of AI ethics in organizational contexts. We discuss assessment mechanisms, recruitment bias concerns, emulated empathy risks, the importance of integrating AI governance into existing frameworks, and the emerging legal landscape surrounding AI accountability.

In this episode, Jeffrey discusses how to measure Service Delivery success. 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.