Ticket Volume Live Session in October: A Panel on The Help Desk Staffing Model

Celeste Mottesi September 15, 2023
- 10 min read

Ticket Volume started the year with great news! Every month, InvGate's IT podcast records an episode live – and with an audience! The next live session will be on October 13, and Matt Beran (and you) will discuss help desk staffing along with Jacob White, Kincy Clark, Simone Jo Moore, and Daniel Breston. Want to join? Register here!

During the episode, both the host and InvGate Product Specialist and guest will talk about the difficulties in implementing an ITAM strategy, as well as the ways to overcome them. various phases of improving Service Management. Plus, David's vast experience on the topic helped him collect some epic fails, stories, and learnings to share!

He has dedicated his career to IT Asset Management. He's the Founder and Principal Consultant for SAM Beast Consulting Ltd and was named the ITAM Consultant of the Year in 2022 by "The ITAM Review." He has also founded the ITAM Volunteers, which helped organizations struggling during the COVID pandemic through ITAM.

Ticket Volume is our weekly ITSM podcast, where Matt chats with a different IT leader every week on multiple topics. So far, we've gone through ITSM, ITIL, sustainability, Experience Management, leadership, and so much more. You name it; we covered it! Feel free to explore all the Ticket Volume articles.

In 2023, we decided to spice things up a bit and started live streaming once a month. The sessions quickly became a great space not only for knowledge and sharing but also for free consulting. We always take into account our viewers' questions and try to fill in as many as possible!

All you need to do to be in the sessions is subscribe. See you next month? Don't forget to bring your questions!

Ticket Volume previous live sessions

This is not Ticket Volume's first live episode. Check out all the other guests that pluck up the courage to be in an open mic! 

But before you start, remember that you can listen to over 50 regular episodes on Apple Podcasts, Spotify, YouTube, or your favorite podcast platform. Hit the "Subscribe" button to make sure you don’t miss any new episodes!

September live session - IT Asset Management Challenges, Opportunities, and Strategies



In September, David Foxen came to talk about ITAM challenges, opportunities, and strategies. We can all agree that ITAM is a vital business process, but implementing a strategy and improving it is no easy task. So, here David goes through the most common ITAM challenges (and how to solve them!) and shares some epic fails, stories, and learnings.

David Foxen has dedicated his career to IT Asset Management. He's the Founder and Principal Consultant for SAM Beast Consulting Ltd and was named the ITAM Consultant of the Year in 2022 by "The ITAM Review." He has also founded the ITAM Volunteers, which helped organizations struggling during the COVID pandemic through ITAM.

August live session - The ITSM Implementation Roadmap



In August, Doug Tedder visited us to share an ITSM implementation roadmap. He and Matt discussed where to start, how to mature, and what "good" looks like since there are various phases of improving Service Management, but the path is more often than not a bit foggy.

Doug Tedder is an IT Consultant and author specialized in helping businesses improve and leverage their use of IT organizations. He currently assists organizations in ITSM plan development, process implementation plans, ITSM and strategy roadmaps, and more. His experience also includes some remarkable roles as the President of itSMF USA, the Director of Management Systems at The priSM Institute, and the Manager of Service Delivery at Roche Diagnostics.

June live session - Experience is Squishy: How to Turn Sentiment Data Into Action, With Jon Leighton and Emily Schlick



In June, Jon Leighton and Emily Schlick came to Ticket Volume Live to help us further dive into the employee experience. The result? Piles of practical advice on using sentiment data in your favor to improve the employee experience.

Jon Leighton has been the Head of Customer Engagement and Advocacy at Nextink for four years. Before this, he's been in BMC Software, was the VP of Customer Success at 4me, and the Service Desk Leader at Southampton City Council.

Emily Schlick is the Sr. Director of Technology Strategic Business Operations at Vizient, Inc. Prior to that role, she's been the Director of Digital Employee Experience and Strategic Initiatives at Cigna and the Sr. Manager of Employee Experience at Express Scripts.

May live session - IT + CX: The Experience Sweet Spot, with Nate Brown



In May, Nate Brown grabbed his favorite hat and filled us with data on upgrading digital experiences. He and Matt explored several ways to better measure the perception of services and products and help viewers understand and overcome the blockers and friction that tend to get in the way of great experiences.

Nate Brown is the Senior Director of CX at Arise and Co-Founder of CX Accelerator. His primary focus is helping employees understand the customer journey and how they play a role in improving it. Some of his previous experience includes being the Chief Experience Officer at Officium Labs and the Head of Customer Experience at UL.

April live session - Service and Support Leadership in 2023, with Tony North



In April, Tony North visited us to talk about help desk leadership. With over 18 years of managing teams, he knows there are always new ideas, tools, and things to try out. And the best thing is that he compiled them in this session! He covered topics such as how to put together the best IT team and the latest trends to pull this off.

Tony North is the Senior Manager of IT Service at King County, WA. He is a service leader, Agile Program Manager, speaker, and veteran, with 20 years of experience in Service and Support. Before his current role, he was Manager of Technical Support at Sinclair Digital and Senior Manager of ITSM at Seattle Genetics. 

March live session - The CAB is dead: now what? Change Management in the modern business, with Greg Sanker



Greg Sanker was back on Ticket Volume in March to discuss the need for the Change Advisory Board (CAB). During the 1-hour episode, he and Matt chatted about whether companies should keep it anyway or if they should replace it instead.

Greg Sanker is the Director of IT Support at Taylor Morrison. He's a consultant, speaker, and author with over ten years in the ITSM industry. His areas of expertise include ITIL, Organizational Management of Change, Global IT Operations, IT Operations Management, and Business Processes Alignment.

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