Ep. 49 – 90% First-Contact Resolution: How to Build a Secure, Efficient IT Helpdesk– with Peg Kearney

ITOps, DevOps, AIOps - All Things Ops

Player FM - Internet Radio Done Right

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محتوای ارائه شده توسط Elias Voelker. تمام محتوای پادکست شامل قسمت‌ها، گرافیک‌ها و توضیحات پادکست مستقیماً توسط Elias Voelker یا شریک پلتفرم پادکست آن‌ها آپلود و ارائه می‌شوند. اگر فکر می‌کنید شخصی بدون اجازه شما از اثر دارای حق نسخه‌برداری شما استفاده می‌کند، می‌توانید روندی که در اینجا شرح داده شده است را دنبال کنید.https://fa.player.fm/legal

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The Southwest’s Wildest Outdoor Art: From Lightning Fields to Sun Tunnels 30:55

16 روز پیش30:55

پخش در آینده

لیست ها

پسندیدن

دوست داشته شد

30:55

A secret field that summons lightning. A massive spiral that disappears into a salt lake. A celestial observatory carved into a volcano. Meet the wild—and sometimes explosive—world of land art, where artists craft masterpieces with dynamite and bulldozers. In our Season 2 premiere, guest Dylan Thuras, cofounder of Atlas Obscura, takes us off road and into the minds of the artists who literally reshaped parts of the Southwest. These works aren’t meant to be easy to reach—or to explain—but they just might change how you see the world. Land art you’ll visit in this episode: - Double Negative and City by Michael Heizer (Garden Valley, Nevada) - Spiral Jetty by Robert Smithson (Great Salt Lake, Utah) - Sun Tunnels by Nancy Holt (Great Basin Desert, Utah) - Lightning Field by Walter De Maria (Catron County, New Mexico) - Roden Crater by James Turrell (Painted Desert, Arizona) Via Podcast is a production of AAA Mountain West Group.…

حدود یک سال پیش 41:45

MP3•خانه قسمت

How do you hit 90% first-contact resolution—and keep it there?
In this episode, Elias speaks with Peg Kearney, Director of IT Operations at the University of Arizona College of Nursing, about how her helpdesk team maintains a 90% first-contact resolution rate by hiring top talent and providing them with the right tools and system access. Peg also highlights the importance of treating endpoints as critical infrastructure, managing IT in a HIPAA-compliant environment, and using VR labs to transform nursing education.
You'll learn:
1. Why endpoints post a major IT risk—and how to protect them
2. How to improve first-contact resolution at the helpdesk
3. The impact of remote tools on operational efficiency
4. Navigating HIPAA compliance during cloud migration
5. How VR labs are revolutionizing nursing education
___________
Get in touch with Peg on LinkedIn: https://www.linkedin.com/in/peg-kearney-574b831/
___________
About the host Elias Voelker: Elias is the VP for North America at Checkmk. He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons.
Get in touch with Elias via LinkedIn or email podcast@checkmk.com.
___________
Podcast Music:
Music by Ströme, used by permission
‚Panta Rhei‘ written by Mario Schoenhofer
(c)+p 2022, Compost Medien GmbH & Co KG
https://stroeme.com/
https://compost-rec.com/
Thanks to our friends at SAWOO for producing this episode with us!

52 قسمت

#Tech #Business #Elias Voelker #Itmanagement #Itservicemanagement #Monitoring #Itinfrastructure #Itoperations

Ep. 49 – 90% First-Contact Resolution: How to Build a Secure, Efficient IT Helpdesk– with Peg Kearney

ITOps, DevOps, AIOps - All Things Ops

13 subscribers

published حدود یک سال پیش

اشتراک گذاری

MP3•خانه قسمت

52 قسمت

#Tech #Business #Elias Voelker #Itmanagement #Itservicemanagement #Monitoring #Itinfrastructure #Itoperations

همه قسمت ها

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Ep. 52 - Keeping the Lights On at Visa: How to Engineer for Reliability at Scale - with Divya Veerapandian 37:24

۵ weeks پیش37:24

37:24

How do you ensure reliability across hybrid infrastructure when the cloud half isn’t fully in your control? In this episode, host Elias Voelker talks with Divya Veerapandian , Senior Director for Infrastructure Reliability Engineering and Global Head of Infrastructure Network Services at Visa. From network automation and hybrid observability to AI-driven operations and inclusive engineering teams—Divya shares what it takes to deliver reliable infrastructure in one of the world’s most mission-critical environments. You’ll learn: 1. The difference between SOPs and MOPs—and why both matter for automation 2. How to tackle observability across hybrid cloud and on-prem environments 3. Where AI fits (and fails) in reliability engineering today 4. Why end-to-end visibility is still an unsolved challenge 5. What it takes to build a more inclusive reliability engineering culture ___________ Get in touch with Divya on LinkedIn: https://www.linkedin.com/in/divya-veerapandian-89410525/ ___________ About the host Elias Voelker : Elias is the VP for North America at Checkmk. He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons. Get in touch with Elias via LinkedIn or email podcast@checkmk.com. ___________ Podcast Music: Music by Ströme, used by permission ‚Panta Rhei‘ written by Mario Schoenhofer (c)+p 2022, Compost Medien GmbH & Co KG https://stroeme.com/ https://compost-rec.com/ Thanks to our friends at SAWOO for producing this episode with us!…

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Ep. 51 - IT for Human Rights: Scaling Secure Infrastructure for a Global Nonprofit – with Lydia Nicola 45:36

۸ weeks پیش45:36

45:36

For Lydia Nicola’s IT team, a security breach isn’t just a risk—it could mean life or death for the people they protect. In this episode, Elias Voelker speaks with Lydia Nicola , Head of IT Operations at Amnesty International, about the unique challenges of running IT for a global nonprofit. Lydia shares how her team secures infrastructure in politically volatile regions, optimizes cloud costs, and combats shadow IT—all while defending against cyber threats from nation-states. She also reveals how “Infrastructure Days” drive efficiency, why documentation is a game-changer, and what IT leaders can do to build more diverse, resilient teams. You'll learn: 1. How Amnesty navigates IT security threats from hostile state actors 2. The strategy behind “Infrastructure Days” and why they work 3. How to rein in shadow IT when vendors offer free software 4. The keys to optimizing cloud costs—without cutting corners 5. What IT leaders can do to attract and retain diverse talent ___________ Get in touch with Lydia on LinkedIn: https://www.linkedin.com/in/lydiamn/ ___________ About the host Elias Voelker : Elias is the VP for North America at Checkmk. He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons. Get in touch with Elias via LinkedIn or email podcast@checkmk.com. ___________ Podcast Music: Music by Ströme, used by permission ‚Panta Rhei‘ written by Mario Schoenhofer (c)+p 2022, Compost Medien GmbH & Co KG https://stroeme.com/ https://compost-rec.com/ Thanks to our friends at SAWOO for producing this episode with us!…

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Ep. 50 - Data Center Efficiency: Monitoring, AI, and Decarbonization - with Martin Casaulta & Martin Hirschvogel 45:03

13 weeks پیش45:03

45:03

How can you drive data center efficiency without compromising performance? In this episode, host Elias Voelker sits down with Martin Casaulta , Chief Technologist at Hewlett Packard Enterprise Switzerland, and Martin Hirschvogel , Chief Product Officer at Checkmk. They discuss data center efficiency—from traditional metrics like PUE to the impact of AI workloads—and share strategies for optimizing IT operations. Martin Casaulta highlights the Swiss Data Center Efficiency Association’s work on decarbonization, while Martin Hirschvogel explains how IT monitoring helps identify and resolve inefficiencies. You'll learn: 1. Why IT monitoring is essential for improving data center efficiency 2. The limitations of PUE and how PUE Plus is changing the game 3. How to manage the rising energy demands of AI workloads 4. Practical strategies to optimize underutilized resources 5. Why sustainability initiatives are as rewarding as they are necessary ___________ Get in touch with Martin Casaulta on LinkedIn: https://www.linkedin.com/in/martin-casaulta-1b9bbb78/ Get in touch with Martin Hirschvogel on LinkedIn: https://www.linkedin.com/in/martin-hirschvogel-28034210/ ___________ About the host Elias Voelker : Elias is the VP for North America at Checkmk. He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons. Get in touch with Elias via LinkedIn or email podcast@checkmk.com. ___________ Podcast Music: Music by Ströme, used by permission ‚Panta Rhei‘ written by Mario Schoenhofer (c)+p 2022, Compost Medien GmbH & Co KG https://stroeme.com/ https://compost-rec.com/ Thanks to our friends at SAWOO for producing this episode with us!…

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Ep. 49 – 90% First-Contact Resolution: How to Build a Secure, Efficient IT Helpdesk– with Peg Kearney 41:45

16 weeks پیش41:45

41:45

How do you hit 90% first-contact resolution—and keep it there? In this episode, Elias speaks with Peg Kearney , Director of IT Operations at the University of Arizona College of Nursing, about how her helpdesk team maintains a 90% first-contact resolution rate by hiring top talent and providing them with the right tools and system access. Peg also highlights the importance of treating endpoints as critical infrastructure, managing IT in a HIPAA-compliant environment, and using VR labs to transform nursing education. You'll learn: 1. Why endpoints post a major IT risk—and how to protect them 2. How to improve first-contact resolution at the helpdesk 3. The impact of remote tools on operational efficiency 4. Navigating HIPAA compliance during cloud migration 5. How VR labs are revolutionizing nursing education ___________ Get in touch with Peg on LinkedIn: https://www.linkedin.com/in/peg-kearney-574b831/ ___________ About the host Elias Voelker : Elias is the VP for North America at Checkmk . He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons. Get in touch with Elias via LinkedIn or email podcast@checkmk.com. ___________ Podcast Music: Music by Ströme, used by permission ‚Panta Rhei‘ written by Mario Schoenhofer (c)+p 2022, Compost Medien GmbH & Co KG https://stroeme.com/ https://compost-rec.com/ Thanks to our friends at SAWOO for producing this episode with us!…

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Ep. 48 - From Surviving to Thriving: How a Major Cyberattack Sparked a Full IT Transformation - with Thomas Klithav Hansen 34:11

19 weeks پیش34:11

34:11

A major cyberattack led Blue Water Shipping to completely transform its IT infrastructure—and now, they're stronger than ever. In this episode, host Elias Voelker sits down with Thomas Klithav Hansen , Head of IT Operations at Blue Water Shipping, to discuss how the attack became the catalyst for a transformative IT journey. You’ll learn: 1. The role of enterprise architecture in driving IT success 2. Why product-based IT organizations foster agility and clarity 3. How cost and value transparency empowers business decisions 4. The importance of aligning user experience with operational metrics ___________ Get in touch with Thomas Klithav Hansen on LinkedIn: https://www.linkedin.com/in/thomaskh/ ___________ Details about Blue Water Shipping: Website: https://www.bws.net/ Industry: Transportation, Logistics, Supply Chain and Storage Company size: 1,001-5,000 employees Founded: 1972 ___________ About the host Elias Voelker : Elias is the VP for North America at Checkmk . He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons. Get in touch with Elias via LinkedIn or email podcast@checkmk.com. ___________ Podcast Music: Music by Ströme, used by permission ‚Panta Rhei‘ written by Mario Schoenhofer (c)+p 2022, Compost Medien GmbH & Co KG https://stroeme.com/ https://compost-rec.com/ Thanks to our friends at SAWOO for producing this episode with us!…

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Ep. 47 - 35,000 to 130,000 Students in 5 Years: Scaling IT at Internationale Hochschule - with Thomas Singbartl 31:27

23 weeks پیش31:27

31:27

Since 2019, Thomas Singbartl , Head of Global IT Operations at Internationale Hochschule (IU), has supported the university's astonishing growth journey from 35,000 to 130,000 students. Join host Elias Voelker in this episode as Thomas shares how IT fueled IU’s exponential growth, why the term “digital transformation” no longer applies, and how Syntea, IU’s AI learning companion, is revolutionizing education. He also outlines his vision for AI in IT operations, from process optimization to empowering help desk teams with more meaningful work. You'll learn: 1. Similarities and differences between IT in media and education 2. How IT enabled IU’s exponential growth during the COVID years 3. Why “digital transformation” is no longer a relevant term 4. The role of AI in modern education with IU’s Syntea 5. Thomas’ vision for AI’s future in IT operations ___________ Get in touch with Thomas Singbartl on LinkedIn: https://www.linkedin.com/in/thomassingbartl/ ___________ Details about Internationale Hochschule: Website: https://www.iu.de/ Industry: Higher Education Company size: 1,001-5,000 employees Headquarters: Erfurt, Thueringen Founded: 1998 ___________ About the host Elias Voelker : Elias is the VP for North America at Checkmk . He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons. Get in touch with Elias via LinkedIn or email podcast@checkmk.com . ___________ Podcast Music: Music by Ströme, used by permission ‚Panta Rhei‘ written by Mario Schoenhofer (c)+p 2022, Compost Medien GmbH & Co KG https://stroeme.com/ https://compost-rec.com/ Thanks to our friends at SAWOO for producing this episode with us!…

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Ep. 46 - IT for the City of Atlanta: Building Scalable and Resilient Systems - with Tameka Neely-Dudley 31:10

26 weeks پیش31:10

31:10

What can we learn about resilience, scalability, and workforce development from the IT organization of the 6th-largest metro in the US? In this episode, Tameka Neely-Dudley , Director of IT Infrastructure Operations and Service Delivery for the City of Atlanta , shares insights from her nearly 25-year career, beginning as an intern and growing into a key leader managing Atlanta's complex IT landscape. Tameka reveals how her early experience preparing for Y2K laid the groundwork for building resilient systems, scaling IT services for a booming metro area, and using internships to attract and develop diverse tech talent. You'll learn: 1. How Y2K lessons shape today’s continuity planning 2. Strategies for scaling IT in a fast-growing metro 3. The power of internships in recruiting IT talent - in the public sector and beyond ___________ Get in touch with Tameka Neely-Dudley on LinkedIn: https://www.linkedin.com/in/tameka-neely-dudley-565018177/ ___________ Details about the City of Atlanta: Website: https://www.atlantaga.gov/ Industry: Government Administration Company size: 8,000+ employees Headquarters: Atlanta, Georgia, USA Founded: 1847 ___________ About the host Elias Voelker : Elias is the VP for North America at Checkmk . He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons. Get in touch with Elias via LinkedIn or email podcast@checkmk.com. ___________ Podcast Music: Music by Ströme, used by permission ‚Panta Rhei‘ written by Mario Schoenhofer (c)+p 2022, Compost Medien GmbH & Co KG https://stroeme.com/ https://compost-rec.com/ Thanks to our friends at SAWOO for producing this episode with us!…

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Ep. 45 - The Metrics That Matter: Optimizing ITSM by Focusing on Customer Effort – with Huseyin Uysal 36:35

29 weeks پیش36:35

36:35

Which KPIs really matter in IT Service Management? In this episode, Elias sits down with Huseyin Uysal , Head of Global Service Desk at ISS , to uncover what separates successful IT service management from the rest. With a wealth of experience managing global teams and optimizing IT processes, Huseyin reveals the metrics that really matter, how customer effort is often overlooked, and the strategies his team used to slash ticket resolution times in half despite a surge in ticket volumes. You'll learn: 1. Which KPIs actually drive value in IT service management (and which don’t) 2. Why focusing on "customer effort" is crucial for IT support success 3. How to handle a threefold increase in ticket volume without losing control 4. The key lessons from bringing outsourced tasks back in-house 5. How empowering your team can drastically cut ticket resolution times ___________ Get in touch with Huseyin Uysal on LinkedIn: https://www.linkedin.com/in/huysal89/ ___________ Details about ISS: Website: https://www.issworld.com/en Industry: Facilities Services Company size: 10,001+ employees Headquarters: Copenhagen, Denmark ___________ About the host Elias Voelker : Elias is the VP for North America at Checkmk . He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons. Get in touch with Elias via LinkedIn or email podcast@checkmk.com . ___________ Podcast Music: Music by Ströme, used by permission ‚Panta Rhei‘ written by Mario Schoenhofer (c)+p 2022, Compost Medien GmbH & Co KG https://stroeme.com/ https://compost-rec.com/ ___________ Thanks to our friends at SAWOO for producing this episode with us!…

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Ep. 44 - Mature ITSM: How to Drive Top-Down Change and Build Well-Oiled IT Operations - With Haroon Hasan 39:01

31 weeks پیش39:01

39:01

What separates a well-oiled IT operation from one constantly putting out fires? In this episode, we dive deep into the world of IT Service Management (ITSM) with Haroon Hasan , author of "Choose to Lead" and Director of IT Service Management and Governance at Computacenter . With 20+ years of experience, Haroon shares insights on optimizing ITSM for operational excellence. He covers quick ITSM assessments, the benefits of a mature ITSM model, the role of leadership in driving change, and more. You'll learn: 1. Key questions to ask in your initial ITSM assessment. 2. The different ITSM maturity levels. 3. Why top-down leadership drives ITSM success. 4. The benefits of a mature ITSM model. 5. The value of real-time metrics in enhancing IT services. 6. Essential leadership principles from Haroon's book "Choose to Lead". ___________ Get in touch with Haroon Hasan on LinkedIn: https://www.linkedin.com/in/haroon-hasan/ Download Haroon's book "Choose to Lead" here: https://amzn.to/47J0emG ___________ Details about Computacenter: Website: https://www.computacenter.com/ Industry: Information Technology & Services Company size: 10,001+ employees Headquarters: Hatfield, Hertfordshire Founded: 1981 ___________ About the host Elias Voelker : Elias is the VP for North America at Checkmk . He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons. Get in touch with Elias via LinkedIn or email podcast@checkmk.com . ___________ Podcast Music: Music by Ströme, used by permission ‚Panta Rhei‘ written by Mario Schoenhofer (c)+p 2022, Compost Medien GmbH & Co KG https://stroeme.com/ https://compost-rec.com/ ___________ Thanks to our friends at SAWOO for producing this episode with us!…

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Ep. 43 - Scaling Without the Cloud: How Sofascore Manages Millions of Real-Time Requests with Clever Caching - with Josip Stuhli 54:41

33 weeks پیش54:41

54:41

What happens when your infrastructure faces a live peak of millions of users worldwide—without cloud scalability? In this episode, Sofascore ’s CTO Josip Stuhli breaks down how his team navigates massive traffic surges, optimizes caching, and saves big by ditching the cloud while still delivering real-time updates to 25 million monthly users. You'll learn: 1. How caching flattens traffic peaks and handles massive live events without backend strain. 2. Why Sofascore left the cloud and the financial impact of going on-prem. 3. The hybrid cloud approach and using cloud only when necessary for real-time scalability. 4. Optimizing infrastructure costs by leveraging overprovisioning. 5. Real-time data delivery at scale and how Sofascore delivers near-instant results to millions of users. ___________ Get in touch with Josip Stuhli on LinkedIn: https://www.linkedin.com/in/jstuhli/ ___________ Details about Sofascore: Website: https://www.sofascore.com/ Industry: Software Development Company size: 201–500 employees Headquarters: Zagreb, Grad Zagreb Founded: Zagreb, Grad Zagreb ___________ About the host Elias Voelker : Elias is the VP for North America at Checkmk . He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons. Get in touch with Elias via LinkedIn or email podcast@checkmk.com . ___________ Podcast Music: Music by Ströme, used by permission ‚Panta Rhei‘ written by Mario Schoenhofer (c)+p 2022, Compost Medien GmbH & Co KG https://stroeme.com/ https://compost-rec.com/ ___________ Thanks to our friends at SAWOO for producing this episode with us!…

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Ep. 42 - Integrating Cybersecurity with Operations: Ensuring Impact and Efficiency at UNICEF USA - with Andrew Nuxoll 41:12

35 weeks پیش41:12

41:12

Successful cybersecurity isn’t about heroics, it’s about preventing disasters you’ll never hear about. In this episode, Andrew Nuxoll , Managing Director of IT Operations and Cybersecurity at UNICEF USA , shares his journey from working at various managed service providers to leading cybersecurity efforts at a global NGO. Andrew offers insights into why cybersecurity is more than just keeping the lights on, how purpose-driven work changes the stakes, and the strategies he employs to manage cybersecurity on a tight nonprofit budget. You'll learn: 1. Why cybersecurity should be your top priority—and how to make it happen on any budget 2. The critical importance of end-user awareness in defending against cyber threats 3. The challenges of transitioning to cloud-based operations and how to navigate them 4. Why the idea of a ‘single pane of glass’ in IT tools might be a myth—and what to do instead 5. How purpose-driven IT work differs from the corporate world and why it matters ___________ Get in touch with Andrew Nuxoll on LinkedIn: https://www.linkedin.com/in/nuxoll/ ___________ Details about UNICEF USA: Website: https://www.unicefusa.org/ Industry: Non-profit Organization Company size: 201-500 employees Headquarters: New York, New York Founded: 1947 ___________ About the host Elias Voelker : Elias is the VP for North America at Checkmk . He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons. Get in touch with Elias via LinkedIn or email podcast@checkmk.com . ___________ Podcast Music: Music by Ströme, used by permission ‚Panta Rhei‘ written by Mario Schoenhofer (c)+p 2022, Compost Medien GmbH & Co KG https://stroeme.com/ https://compost-rec.com/ ___________ Thanks to our friends at SAWOO for producing this episode with us!…

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Ep. 41 - IT Leadership in Higher Education: Strategies for Service Management, Optimal Customer Experiences, and Employee Growth - with Mark Katsouros 1:08:42

37 weeks پیش1:08:42

1:08:42

How can universities navigate the complexities of service delivery while pursuing growth and innovation? Mark Katsouros , Senior Director for IT Engineering and Operations at Duquesne University , brings nearly 40 years of higher education IT experience. From the University of Maryland to pivotal roles at the University of Iowa and Penn State, Mark has driven significant IT transformations. Tune in to hear his journey, the unique challenges in higher education, and strategies for successful service management, customer satisfaction, and employee well-being. You'll hear practical insights on: 1. Key differences between ITSM and ESM 2. The Importance of starting with collaboration and coalition-building 3. How to streamline complex service requests with a unified approach 4. The importance of balancing innovation and standardization in IT operations 5. Effective methods for motivating IT teams 6. Selecting IT tools and maintaining flexibility ___________ Get in touch with Mark Katsouros on LinkedIn: https://www.linkedin.com/in/katsouros/ ___________ Details about Duquesne University: Website: https://www.duq.edu/ Industry: Higher Education Company size: 1,001-5,000 employees Student body: 8,000-10,000 students (undergrad & grad) Headquarters: Pittsburgh, PA Founded: 1878 ___________ About the host Elias Voelker : Elias is the VP for North America at Checkmk . He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons. Get in touch with Elias via LinkedIn or email podcast@checkmk.com. ___________ Podcast Music: Music by Ströme, used by permission ‚Panta Rhei‘ written by Mario Schoenhofer (c)+p 2022, Compost Medien GmbH & Co KG https://stroeme.com/ https://compost-rec.com/ ___________ Thanks to our friends at SAWOO for producing this episode with us!…

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Ep. 40 - Service Management in IT and Beyond - with Martijn Adams 51:40

44 weeks پیش51:40

51:40

Martijn Adams , General Manager at 4me , brings a lifetime of expertise in IT service management, having worked with leading companies such as Philips, Deloitte, and Danone. This episode delves into his journey and the unique approaches that 4me employs to streamline service management across IT, HR, and facilities. You'll discover how service management principles can impact different departments, why user experience is crucial, and the potential of AI in enhancing service delivery. You'll learn: 1. How adopting a service management mindset can transform various departments beyond IT 2. Strategies for implementing service management across external partnerships and multi-sourcing 3. Experience Level Agreements (XLAs) and their impact on enhancing customer satisfaction 4. The transformative potential of Generative AI in elevating service management practices ___________ Get in touch with Martijn Adams on LinkedIn: https://www.linkedin.com/in/martijnadams/ ___________ Details about 4me: Website: https://www.4me.com/ Industry: Software Development Company size: 80 employees Headquarters: Santa Barbara, California Founded: 2010 ___________ About the host Elias Voelker : Elias is the VP for North America at Checkmk . He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons. Get in touch with Elias via LinkedIn or email podcast@checkmk.com . ___________ Podcast Music: Music by Ströme, used by permission ‚Panta Rhei‘ written by Mario Schoenhofer (c)+p 2022, Compost Medien GmbH & Co KG https://stroeme.com/ https://compost-rec.com/ ___________ Thanks to our friends at SAWOO for producing this episode with us!…

۳ years پیش1:04:35

1:04:35

Everyone's using the term AIOps – nobody really dives into what it means. Today, Sean McDermott, CEO of Windward Consulting , and Elias talk all things AIOps. What's in it for you: 1. How to define AIOps today – and where it's headed 2. The challenges companies face with AIOps 3. Best practices for getting started with AIOps 4. Which industries are at the forefront of operations today About Sean : Sean is President, CEO and Founder of Windward Consulting, an IT consulting firm specializing in IT operations and AIOps. He's also the host of the AIOps Evolution podcast. As CEO, Sean sets and manages the overall direction of the company, including service offerings, strategic partnerships, and overall company performance. Sean began his career with a government position in telecommunications. Sean designed most of the communications for the bureau, prisons, and attorneys. Sean had his first computer at 18, when in college, where he studied Electrical Engineering. He broke his first one a few years later. Find Sean on LinkedIn : https://www.linkedin.com/in/seanmmcdermott/ Contact Sean via email: sean.mcdermott@windward.com Sean's AIOps podcast : https://www.windward.com/learning-lab/aiops-podcast/ _______ About Windward Consulting : Windward Consulting transforms organizations and creates solutions for clients. The company concentrates on four areas when it comes to operations management and IT service management: They are a lead partner with ServiceNow operations management, SecOps and AIOps. Another field includes monitoring, observability, and the space of data collection and event management. Website: https://www.windward.com/ Industry: Consulting, Information Technology, Management Consulting Company size: 51-100 Headquarters: Washington DC Metro Area, East Coast, Southern US Founded: 1997 _______ About the host Elias : Elias is Director of International and Indirect Business at tribe29 . He comes from a strategy consulting background, but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlon. Get in touch with Elias via LinkedIn or email elias.voelker@tribe29.com __________ Podcast Music Music by Ströme, used by permission ‚Panta Rhei‘ written by Mario Schoenhofer (c)+p 2022, Compost Medien GmbH & Co KG www.stroeme.com https://compost-rec.com/…

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ITOps, DevOps, AIOps - All Things Ops « » Ep. 49 – 90% First-Contact Resolution: How to Build a Secure, Efficient IT Helpdesk– with Peg Kearney

Ep. 49 – 90% First-Contact Resolution: How to Build a Secure, Efficient IT Helpdesk– with Peg Kearney

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The Let Them Theory: A Life-Changing Tool That Millions of People Can't Stop Talking About

The Let Them Theory: A Life-Changing Tool That Millions of People Can't Stop Talking About

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The Let Them Theory: A Life-Changing Tool That Millions of People Can't Stop Talking About

مشابه ITOps, DevOps, AIOps - All Things Ops

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Ep. 49 – 90% First-Contact Resolution: How to Build a Secure, Efficient IT Helpdesk– with Peg Kearney