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Register to our next webinar with Gene Kim to discuss how to wire the organization to adapt to the future here: https://invgate.com/ticket-volume/live/!When it comes to understanding the future of the workplace, Christopher Dancy makes the argument that, before anything else, we have to take a good look at where we come from and where we are at today.

With this in mind, and looking to drive away from unnecessary fear and uncertainty, first he explores the present context and work conditions to point out the importance of incorporating people’s singularity and values to the work environment. Then, he shifts the focus towards technology, going through a little bit of history to introduce the concept of “adaptive platforms” to think about possible future scenarios in tech.

Christopher Dancy, also known as “The World’s Most Connected Person,” is a highly recognized voice within the ITSM community. Before going independent as a consultant, author, and speaker, he served in different roles for companies such as LANDESK Software, CTOBMC Software, PinkElephant, ServiceNow, BMC, Healthways, and Compassware.

Christopher also founded ServiceSphere, the first ITSM organization to market with offerings combining Social Media and ITSM.

Download the 14 ITSM Framework Cheat Sheet here: https://bit.ly/43PAm6z | Register to the next live webinar here: https://bit.ly/3PO6amI.

There's no unique way to decide how IT teams manage the delivery of IT services to customers. Multiple frameworks can come into play — and typically, simultaneously.The beauty of it is that your plan can be nurtured with multiple perspectives. The drawback is that you can get caught up in complex terminology and never implement said plan.Working with multiple expert team members is a challenge, but it's not impossible. And Jyoti Chopra and Darrel Popowich know how to do it.In this episode, they discuss how to think about and apply standards, frameworks, and concepts, introduce new ways of working with teams, and find and explore new methodologies. In addition, they emphasize the importance of solid communication within the team and with other teams to succeed with your ITSM project.

Jyoti Chopra has over 15 years of experience stimulating and shaping business demand across various functions. She is currently the IT Business Relationship Manager at SCI Group Inc. Some of her previous roles include Director of IT at Sakshem IT Solution and Sr. IT Manager at Glaze Trading India. In addition, she was named Top BRM in 2023 by the Business Relationship Management Institute.Darrel Popowich is the Chief Visionary Officer and COO of the BRM Institute. He has over 25 years of experience in the IT world, occupying multiple positions — including Manager of IT Enterprise Services at TransAlta, Vice President of Information Technology at H&R Block Canada, and Managing Director at Online Business Systems. His primary focus is improving IT's capability to explicitly connect IT to business objectives that increase organizational value delivery.

Register to our next live webinar here: https://bit.ly/3Vkzjtm.

What do ITSM, BRM, Agile, and Project Management frameworks have in common? Kicking off this year's season of Ticket Volume, David Tomlinson invites us to explore this question.

He makes the argument that any successful framework implementation doesn’t mean obsessing over which one is better or finding a perfect fit and following it blindly. For this, he explains how organizations and leaders have to focus on adaptation, common sense, and the human factor when it comes to designing strong processes.

David Tomlinson serves as Senior Learning Specialist and DevOps Ambassador for DevOps, Agile, Project, Program, and IT Service Management at QA Ltd. Before this, he also worked for over ten years as Senior Trainer Consultant at FGI Consultancy.

Register here to win an "Introduction to ESM" book: https://bit.ly/3RMDADo!



Same as every year, December arrives with trends, predictions, and the need to try to take a glimpse at the future. For the IT industry in particular, 2023 brought several changes – and a few game-changers. The eruption of AI is clearly a hot topic, and we have also witnessed a more profound shift towards experience, as well as a focus on capabilities and measuring value.



And since we're not fortune-tellers, we brought a panel of experts to reveal what's in store for 2024 in the IT Service Management world. Should we be prepared for another groundbreaking innovation? Is there something else we need to prepare for? Only time will tell – but you can listen for some spoilers and predictions!



Rob England, Claire Agutter, and Mark Smalley join Matt Beran to discuss the future of Service Management, specifically focusing on IT and other shared service functions.



Formerly known as “The IT Skeptic”, Rob England is an active contributor to ITIL Service Strategy, The Unicorn Project, The Agile Manager, Open Management, The DevOps Handbook, a lead author of the VeriSM digital framework.



Claire Agutter is currently the Director at ITSM Zone and Scopism. She's a Service Management trainer, consultant, author, and Chief Architect for VeriSM. She was recognized as an HDI Top 25 Thought Leader in 2018 and 2019 and was nominated as one of Computer Weekly's 50 Women in Tech.



Self-defined as The IT Paradigmologist, Mark Smalley is an ITIL author and co-author, IT Management consultant and trainer, advisor, and former ambassador of organizations such as DevOps Agile Skills Association and ASL BiSL Foundation.

The KCS offers a more collective approach to Knowledge Management through a defined method. Lana Kosnik, trainer in this system, explains here the main elements that make up the Knowledge Centered Service approach. She starts by explaining how the KCS coaching programs operate through a peer-to-peer perspective.



Then she dives into the method’s main elements, including the eight solve and evolve processes, the core concepts, and the four principles that guide the whole system. To conclude, she shares some recommendations for what to do with legacy content when adopting the KCS, and lists the main benefits she has seen come along with the adoption.


Lana Kosnik is a certified Knowledge Centered Service V6 Trainer and currently works as KCS Knowledge Management Practice Manager at Upland Software. Before this, she got her start in administrative roles and catering sales and operations. Lana also served as Part-Time Faculty at Oakland University.

Based on her experience working with teams to introduce the tool, Mariena shares advice on how to reduce the fear of Generative AI, and some strategies on how to incorporate it into businesses and people's everyday tasks. Along this, she explores the process of upskilling and gives out recommendations for those looking to expand their expertise and get into something new.

To finish off, she brings up the work she does with data analysis, focusing on root cause analysis and the importance of introducing insights from support teams for engineers to make improvements based on systemic and data driven analysis.

Mariena Quintanilla is an Independent Consultant that works with startups on data quality testing and support systems. She has honed her skills as an organizational leader by helping to build customer facing engineering teams focused on customer data, custom data solutions, and technical support for data products. Prior to this, she spent 10 years in Product and Engineering.