Service Management Leadership Podcast

In this episode, I reconnect with Jeffrey Wheatman, Senior VP Cyber Risk Strategist at BlackKite and former Gartner analyst colleague. We explore the persistent challenge of organizational silos, examining how security and IT professionals can break down barriers through empathy, cross-functional understanding, and effective business communication strategies.

In this episode, Jeffrey discusses the Kyndryl People Readiness Report, Part 1. 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 Hind Diouani and discuss her personal journey, navigating career in Service Management and AI in Service Management.In this episode you will learn how, No One Will Build Your Career for You — Take Ownership, Seek Clarity, Show UpTo enhance your knowledge in ITSM, Visit 24 Trainings

In this episode, Jeffrey discusses the State of XLA report from XLA Institute. This is part 1 of 2. 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 episode, Jeffrey discusses Part 5 on IT Experience from the Happy Signals 2025 Benchmark Report. This episode is on the topic of IT support channels. 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 Hind Diouani and discuss her personal journey, navigating career in Service Management and AI in Service Management.In this episode you will learn how, No One Will Build Your Career for You — Take Ownership, Seek Clarity, Show UpTo enhance your knowledge in ITSM, Visit 24 Trainings

In this episode, Jeffrey discusses the ITIL4 Guiding PrinciplesEach 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 episode, Jon Hansen and I continue our in-depth exploration of collaboration and interconnectedness, examining how organizations can transition from reactive to proactive thinking. We discuss pandemic preparedness, tariff wars, the "strand commonality" theory, and practical strategies for building curiosity-driven cultures that embrace collective impact over individual optimization.

In this episode, Jeffrey discusses Part 4 on IT Experience from the Happy Signals 2025 Benchmark Report. This episode is on the topic of experience during requests. 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 Hind Diouani and discuss her personal journey, navigating career in Service Management and AI in Service Management.In this episode you will learn how, No One Will Build Your Career for You — Take Ownership, Seek Clarity, Show UpTo enhance your knowledge in ITSM, Visit 24 Trainings