

Service Management Leadership Podcast
Service Management Leadership Podcast
Thank you for visiting the Service Management Leadership Podcast. Our goal is to elevate conversations across the globe. This podcast platform will feature prominent leaders in the industry willing to share their expertise. Below, you will see a schedule of podcast hosts:
■ Monday: Jeffrey Tefertiller – Service Delivery topics
■ Tuesday: David Cannon, PeopleCert
■ Wednesday: Kenneth Gonzalez
■ Thursday: Jeffrey Tefertiller – Service Management topics
■ Friday: Rina Rhambhatt-Barot - Variety of service management and IT topics
Please subscribe and rate wherever you listen to podcasts.
■ Monday: Jeffrey Tefertiller – Service Delivery topics
■ Tuesday: David Cannon, PeopleCert
■ Wednesday: Kenneth Gonzalez
■ Thursday: Jeffrey Tefertiller – Service Management topics
■ Friday: Rina Rhambhatt-Barot - Variety of service management and IT topics
Please subscribe and rate wherever you listen to podcasts.
Episodes
Mentioned books

Oct 27, 2025 • 5min
Service Management Leadership - Making Decisions With Imperfect Data
In this episode, Jeffrey encourages leaders to learn how to make decisions with imperfect and flawed data.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.

Oct 24, 2025 • 11min
“No Two Major Incidents Are Ever the Same — You Learn by Living It” – Rina Brahmbhatt and Ramy Shehata
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 Ramy Shehata, and discuss his personal journey, navigating career in Service Management and AI in Service Management.In this episode you will learn how, No Two Major Incidents Are Ever the Same — You Learn by Living ItTo enhance your knowledge in ITSM, Visit 24 Trainings

Oct 23, 2025 • 7min
Service Management Leadership - CMDB Part 2
In this episode, Jeffrey continues his series on the CMDB, discussing scope and governanceEach 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.

Oct 20, 2025 • 5min
Service Management Leadership - Do Not Try To Solve Every Edge Case
In this episode, Jeffrey encourages leaders not to try to solve for every edge case and to focus on the fundamentals.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.

Oct 17, 2025 • 9min
“In 2027, AI Will Run Without Oversight. That’s What Scares Me.” – Final Thought with Rina Brahmbhatt and Prof. Ahmed Banafa
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 Prof. Ahmed Banafa, and discuss his personal journey, navigating career in Service Management and AI in Service Management.In this episode you will learn how, One Phone Call Can Change Your Life—and the Internet Changed EverythingTo enhance your knowledge in ITSM, Visit 24 Trainings

Oct 16, 2025 • 6min
Service Management Leadership - CMDB Part 1
In this episode, Jeffrey begins a series on the CMDB, emphasizing the relationships between Change and Config (CMDB)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.

Oct 16, 2025 • 29min
Ep 65: “Beyond Tools To Transformation” – Andrew Davis
In Episode 65, I reconnect with Andrew Davis after his transition from AutoRabbit. We explore his unique journey from Buddhist monk to DevOps specialist, discussing how pain signals necessary change, why technology alone can't solve collaboration problems, and his new venture Living Code integrating personal transformation with organizational performance.

Oct 13, 2025 • 6min
Service Management Leadership - A Story
In this episode, Jeffrey tells a story from his past. It appeals to all aspects of service delivery.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.

Oct 10, 2025 • 8min
“Be Ready for Change—Every 10 to 15 Years, a New Technology Flips Everything” — Rina Brahmbhatt and Prof. Ahmed Banafa
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 Prof. Ahmed Banafa, and discuss his personal journey, navigating career in Service Management and AI in Service Management.In this episode you will learn how, One Phone Call Can Change Your Life—and the Internet Changed EverythingTo enhance your knowledge in ITSM, Visit 24 Trainings

Oct 9, 2025 • 5min
Service Management Leadership - The Who and How Matter More Than The What
In this episode, Jeffrey uses a corollary in project management to emphasize why service management leaders should invest in people and processesEach 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.


