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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

00:10:31

“Wrong Data In, Wrong Decisions Out: The Human Edge...

Service Management Leadership Podcast ·

2025/11/14

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

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00:04:18

Service Management Leadership - CMDB Part 5

Service Management Leadership Podcast ·

2025/11/13

In this episode, Jeffrey continues series on the CMDB, discussing servicesEach 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

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00:25:23

Ep 67: “Human Intelligence Remains Irreplaceable” –...

Service Management Leadership Podcast ·

2025/11/13

In Episode 67, I reconnect with James Finister to explore how people are becoming devalued as "just resources" in the AI era. We discuss the irreplaceable role of human emotional intelligence, the service desk as organizational diamond, military decision-making wisdom, and why automation can't replace human judgment and empathy.

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00:04:13

Service Management Leadership - Two Unspoken CSFs

Service Management Leadership Podcast ·

2025/11/10

In this episode, Jeffrey encourages leaders to consider two unspoken critical success factors for their next initiative.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

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00:10:10

“Service Management Keeps You Connected to...

Service Management Leadership Podcast ·

2025/11/07

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

00:06:36

Service Management Leadership - CMDB Part 4

Service Management Leadership Podcast ·

2025/11/06

In this episode, Jeffrey continues his series on the CMDB, discussing ongoing 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

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00:03:46

Service Management Leadership - Accepting Risk

Service Management Leadership Podcast ·

2025/11/03

In this episode, Jeffrey discusses the topic of risk and how we must learn to acknowledge and accept or mitigate the risk.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

en-us

00:10:20

“Sometimes the Real Incident Is Just a Lack of...

Service Management Leadership Podcast ·

2025/10/31

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

00:07:15

Service Management Leadership - CMDB Part 3

Service Management Leadership Podcast ·

2025/10/30

In this episode, Jeffrey continues his series on the CMDB, gaining stakeholder adoptionEach 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

en-us

00:32:46

Ep 66: “Ethics Meets Economic Reality” – Andrew...

Service Management Leadership Podcast ·

2025/10/29

In Episode 66, Andrew Davis and I continue our conversation, examining the intersection of ethical capitalism and economic turbulence. We explore "LAME" (Layoffs As Marketing Exercises), the empathy gap in AI systems, trust erosion in organizations, and how maximizing Natural Intelligence helps navigate uncertainty with wisdom rather than fear.

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00:04:30

Service Management Leadership - Making Decisions With...

Service Management Leadership Podcast ·

2025/10/27

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

en-us

00:11:21

“No Two Major Incidents Are Ever the Same — You Learn...

Service Management Leadership Podcast ·

2025/10/24

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

00:07:26

Service Management Leadership - CMDB Part 2

Service Management Leadership Podcast ·

2025/10/23

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

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00:04:40

Service Management Leadership - Do Not Try To Solve...

Service Management Leadership Podcast ·

2025/10/20

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

en-us

00:09:22

“In 2027, AI Will Run Without Oversight. That’s What...

Service Management Leadership Podcast ·

2025/10/17

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

00:05:47

Service Management Leadership - CMDB Part 1

Service Management Leadership Podcast ·

2025/10/16

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

en-us

00:28:54

Ep 65: “Beyond Tools To Transformation” – Andrew Davis

Service Management Leadership Podcast ·

2025/10/16

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.

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00:05:31

Service Management Leadership - A Story

Service Management Leadership Podcast ·

2025/10/13

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

en-us

00:08:15

“Be Ready for Change—Every 10 to 15 Years, a New...

Service Management Leadership Podcast ·

2025/10/10

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

00:05:22

Service Management Leadership - The Who and How...

Service Management Leadership Podcast ·

2025/10/09

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

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1,096 results

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