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PODCAST

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

technology

All Episodes

00:28:32

Ep 64: “Business-First Security Strategy” – Jeffrey...

Service Management Leadership Podcast ·

2025/08/28

In this episode, Jeffrey Wheatman and I explore the future of security and risk management, discussing the persistent communication challenges CISOs face, the need for business-focused risk quantification, vendor accountability, and the importance of building feedback loops while moving away from blame-based cultures toward continuous improvement.

en-us

00:07:05

Service Management Leadership - Kyndryl People...

Service Management Leadership Podcast ·

2025/08/25

In this episode, Jeffrey discusses the Kyndryl People Readiness Report, Part 4. 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

en-us

00:10:39

"One Phone Call Can Change Your Life, and the...

Service Management Leadership Podcast ·

2025/08/22

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

en-us

00:06:55

Service Management Leadership - Impact of AI on...

Service Management Leadership Podcast ·

2025/08/21

In this episode, Jeffrey discusses the impact of AI on service 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

en-us

00:26:24

Ep 63: “Mitigating AI Risk Through Learning” –...

Service Management Leadership Podcast ·

2025/08/21

In this episode, Jeffrey Wheatman and I dive deep into AI's security implications and broader societal impact. We explore the three-bubble AI risk model, discuss governance challenges, examine the digital divide's potential consequences, and emphasize the critical importance of continuous learning in our rapidly evolving technological landscape.

en-us

00:07:16

Service Management Leadership - Kyndryl People...

Service Management Leadership Podcast ·

2025/08/18

In this episode, Jeffrey discusses the Kyndryl People Readiness Report, Part 3. 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

en-us

00:11:48

“People Remember How You Made Them Feel, Not Just...

Service Management Leadership Podcast ·

2025/08/15

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

en-us

00:06:06

Service Management Leadership - Technical Support...

Service Management Leadership Podcast ·

2025/08/14

In this episode, Jeffrey discusses the technical supportEach 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

en-us

00:06:39

Service Management Leadership - Kyndryl People...

Service Management Leadership Podcast ·

2025/08/11

In this episode, Jeffrey discusses the Kyndryl People Readiness Report, Part 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

en-us

00:10:10

"Technology Evolves, But It’s People Who Define Its...

Service Management Leadership Podcast ·

2025/08/08

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

en-us

00:05:17

Service Management Leadership - State of XLA, Part 2

Service Management Leadership Podcast ·

2025/08/07

In this episode, Jeffrey discusses the State of XLA report from XLA Institute. This is part 2 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

en-us

00:33:50

Ep 62: “Breaking Down Organizational Silos” – Jeffrey...

Service Management Leadership Podcast ·

2025/08/06

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.

en-us

00:07:56

Service Management Leadership - Kyndryl People...

Service Management Leadership Podcast ·

2025/08/04

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

en-us

00:13:07

"Learning to Learn Is the Real Skill – and It Never...

Service Management Leadership Podcast ·

2025/08/01

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

en-us

00:08:03

Service Management Leadership - State of XLA, Part 1

Service Management Leadership Podcast ·

2025/07/31

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

en-us

00:08:27

Service Management Leadership - Part 5 of Series on...

Service Management Leadership Podcast ·

2025/07/28

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

en-us

00:10:04

"No One Will Build Your Career for You — Take...

Service Management Leadership Podcast ·

2025/07/25

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

en-us

00:07:55

Service Management Leadership - ITIL4 Guiding Principles

Service Management Leadership Podcast ·

2025/07/24

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

en-us

00:37:02

Ep 61: “Moving Organizations From Reactive To...

Service Management Leadership Podcast ·

2025/07/24

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.

en-us

00:05:52

Service Management Leadership - Part 4 of Series on...

Service Management Leadership Podcast ·

2025/07/21

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

en-us

1,078 results

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