In this episode, Jeffrey discusses Part 2 on IT Experience from the Happy Signals 2025 Benchmark Report. This episode is on IT Support. 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 ...
Jul 07, 2025•6 min
In this episode, Jeffrey discusses ITSM Assessments 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 ...
Jul 03, 2025•6 min
In this episode, Jeffrey discusses Part 1 on IT Experience from the Happy Signals 2025 Benchmark Report. This episode is the preview to the series with great nuggets thrown in. 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.s...
Jun 30, 2025•6 min
In this episode, Jeffrey discusses that you are doing service management even if you do not call it 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 ...
Jun 26, 2025•5 min
In this episode, Jeffrey discusses Part 2 on how to build a business continuity program 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...
Jun 23, 2025•8 min
In this episode, Jeffrey discusses ITIL4 Practices 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 i...
Jun 19, 2025•6 min
In the final segment of our conversation, David Flesh and I explore how to transform fear-driven reactions during economic storms into strategic opportunities. We discuss moving beyond traditional cost-cutting to build stronger stakeholder relationships, drive innovation, and position IT as a value driver rather than a cost center.
Jun 19, 2025•24 min•Season 2Ep. 19
In this episode, Jeffrey discusses Part 1 on how to build a business continuity program 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...
Jun 16, 2025•9 min
In this episode, Jeffrey discusses a funny story regarding user experience 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 ...
Jun 12, 2025•6 min
In Episode 58, David Flesh and I continue our discussion on navigating economic uncertainty, focusing on practical strategies for IT leaders. We explore rigorous project evaluation, vendor partnership assessment, contract optimization, and redefining "wins" to emphasize stakeholder value and organizational mission alignment over traditional cost-cutting approaches.
Jun 12, 2025•27 min•Season 2Ep. 18
In this episode, Jeffrey discusses Part 4 of the NextThink Blog: Let’s Talk Numbers: 15 Indispensable Stats about DEX & End-User Computing. This episode is focused on software usage. 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 websit...
Jun 09, 2025•5 min
In this episode, Jeffrey discusses a funny story regarding partially-completed projects 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...
Jun 05, 2025•7 min
In this episoe, kengon sits down with David Flesh, founder of DCF Consults and veteran IT leader with over 30 years of experience. They explore strategies for navigating economic uncertainty, moving beyond cost-cutting reflexes, and how IT organizations can maintain strategic value while weathering financial storms through customer-centric approaches.
Jun 04, 2025•25 min•Season 2Ep. 17
In this episode, Jeffrey discusses Part 3 of the NextThink Blog: Let’s Talk Numbers: 15 Indispensable Stats about DEX & End-User Computing. This episode is focused on unseen issues. 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...
Jun 02, 2025•6 min
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 indus...
May 30, 2025•16 min
In this episode, Jeffrey discusses Part 4 of the discussion on service management best practices. This focused on the leadership aspects of 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....
May 29, 2025•7 min
In this episode, I explore the dramatic transformation of American higher education from an accessible pathway to opportunity in the 1970s to today's debt-laden system. We'll examine the economic drivers behind skyrocketing costs and their far-reaching consequences for individuals, society, and America's global competitiveness.
May 28, 2025•15 min•Season 2Ep. 16
In this episode, Jeffrey discusses Part 2 of the NextThink Blog: Let’s Talk Numbers: 15 Indispensable Stats about DEX & End-User Computing. This episode is focused on technology disruptions. 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'...
May 26, 2025•5 min
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 indus...
May 23, 2025•8 min
In this episode, Jeffrey discusses Part 3 of the discussion on service management best practices. This focused on Service Request 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 be...
May 22, 2025•5 min
In this concluding segment, James and kengon explore the practical steps for effective AI governance integration. They discuss the importance of comprehensive audits, appropriate resource allocation, reconsideration of metrics, and awareness of international regulations. James also offers valuable recommendations for listeners seeking to deepen their understanding of AI ethics and governance.
May 22, 2025•24 min•Season 2Ep. 15
In this episode, Jeffrey discusses Part 1 of the NextThink Blog: Let’s Talk Numbers: 15 Indispensable Stats about DEX & End-User Computing. This episode is focused on impacts to digital experience. 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. Th...
May 19, 2025•6 min
In this powerful one-off episode of ServiceNotes , host Rina Brahmbhatt sits down with a remarkable mother whose journey caring for her child with special needs has turned her into a relentless advocate—not only for her family, but for an entire community of home care workers. With raw honesty and heartfelt wisdom, she shares what it's like to navigate complex systems, build support networks, and give voice to those who are often overlooked. This episode brings forward the human side of service—...
May 16, 2025•27 min
In this episode, Jeffrey discusses Part 2 of the discussion on service management best practices. This focused on Incident 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 t...
May 15, 2025•7 min
In this penultimate segment, James and I delve into risk management approaches for AI implementation, exploring the balance between reasonable precautions and legal liabilities. We discuss the "slippery slope" of unmanaged AI adoption in organizations, contextual challenges across different applications, and practical steps for responsible AI governance.
May 14, 2025•22 min•Season 2Ep. 14
In this episode, Jeffrey discusses how Service Delivery success will change over the next five years. 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 brin...
May 12, 2025•10 min
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 indust...
May 09, 2025•16 min
In this episode, Jeffrey discusses Part 1 of the discussion on service management best practices. This focused on Change Management/Enablement. 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 ...
May 08, 2025•8 min
In this continuation of our conversation, James and I explore the practical implications of AI ethics in organizational contexts. We discuss assessment mechanisms, recruitment bias concerns, emulated empathy risks, the importance of integrating AI governance into existing frameworks, and the emerging legal landscape surrounding AI accountability.
May 07, 2025•27 min•Season 2Ep. 13
In this episode, Jeffrey discusses how to measure Service Delivery success. 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...
May 05, 2025•8 min
