Rae Ann Bruno

Episode 28 is an interview with Rae Ann Bruno. Rae Ann is the President of Business Solutions Training, Inc (BST), an organization focused on training and consulting in various areas of ITIL, Knowledge-centered Service (KCS), Service Desk Improvement, Internal Marketing, Metrics and ITIL Process Improvement. Rae Ann was inducted into the HDI Hall of Fame in 2017 and was named one of Cherwell's IT Legends that same year. Rae Ann delivers session 601: Wow Your Customers, Don’t Just Satisfy Them at SupportWorld Live—A Digital Experience. https://supportworldlive.comThe SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. ©2020 HDI, all rights reserved.

Episode 28 is an interview with Rae Ann Bruno. Rae Ann is the President of Business Solutions Training, Inc (BST), an organization focused on training and consulting in various areas of ITIL, Knowledge-centered Service (KCS), Service Desk Improvement, Internal Marketing, Metrics and ITIL Process Improvement. Rae Ann was inducted into the HDI Hall of Fame in 2017 and was named one of Cherwell's IT Legends that same year. Rae Ann delivers session 601: Wow Your Customers, Don’t Just Satisfy Them at SupportWorld Live—A Digital Experience. <a href="https://supportworldlive.com" rel="nofollow" target="_blank">https://supportworldlive.com</a> The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. ©2020 HDI, all rights reserved.

SPOCcast Episode 28 - Rae Ann Bruno on Customer Wow for IT

Jason Wischer

Jason Wischer is a well-known leader in the HDI Local Chapter community. He'll be delivering Session 405 on this topic at SupportWorld Live - A Digital Experience https://www.hdiconference.com/The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. ©2020 HDI, all rights reserved.

Jason Wischer is a well-known leader in the HDI Local Chapter community. He'll be delivering Session 405 on this topic at SupportWorld Live - A Digital Experience <a href="https://www.hdiconference.com/" rel="nofollow" target="_blank">https://www.hdiconference.com/</a> The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. ©2020 HDI, all rights reserved.

SPOCcast Episode 27 - Jason Wischer on Leadership and Listening

David Moskowitz

SPOCcast Episode 26 - David Moskowitz on Systems Thinking

Claire Agutter

Episode 25 of SPOCcast is an interview with Claire Agutter. Claire is the lead tutor of ITSM Zone, an organisation that specialises in best practice e-learning. Claire is also director of Scopism, and was lead architect for VeriSM, an approach for managing the digital organization. Claire is one of HDI’s top 25 thought leaders for 2020. Scopism: https://www.scopism.com/ ITSMZone: https://itsm.zone/ The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2020 HDI, all rights reserved.

Episode 25 of SPOCcast is an interview with Claire Agutter. Claire is the lead tutor of ITSM Zone, an organisation that specialises in best practice e-learning. Claire is also director of Scopism, and was lead architect for VeriSM, an approach for managing the digital organization. Claire is one of HDI’s top 25 thought leaders for 2020. Scopism: <a href="https://www.scopism.com/" rel="nofollow" target="_blank">https://www.scopism.com/</a> ITSMZone: https://itsm.zone/ The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2020 HDI, all rights reserved.

SPOCCast Episode 25 - Claire Agutter on Service Management - E-Learning - Women in Tech - More

Ben Brennan

Episode 24 is an interview with Ben Brennan. (Twitter: @why)Ben is the author of "Badass IT Support", and inventor of the QSTAC™ metric for IT customer experience. A former psychotherapist and musician, Ben brought his unique background to IT Support in San Francisco a decade ago. Since then, Brennan has helped transform IT teams for some of the country's leading tech firms including Box, Yahoo, Twitter, Jawbone,  AOL, and Verizon Media, showing them how great communication, clearly defined and measurable goals, and an irreverent sense of humor can revolutionize a company's IT Department. The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2020 HDI, all rights reserved.

Episode 24 is an interview with Ben Brennan. (Twitter: @why) Ben is the author of "Badass IT Support", and inventor of the QSTAC™ metric for IT customer experience. A former psychotherapist and musician, Ben brought his unique background to IT Support in San Francisco a decade ago. Since then, Brennan has helped transform IT teams for some of the country's leading tech firms including Box, Yahoo, Twitter, Jawbone, AOL, and Verizon Media, showing them how great communication, clearly defined and measurable goals, and an irreverent sense of humor can revolutionize a company's IT Department. The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2020 HDI, all rights reserved.

SPOCcast Episode 24 - Ben Brennan on Customer Experience for IT

Charles Araujo

Episode 23 of SPOCcast is an interview with Charles Araujo, industry analyst, keynote speaker and best-selling author of The Quantum Age of IT. Charlie is the founder of The Institute for Digital Transformation, and believes that “what’s coming next represents as fundamental a change in how the world works as did the rise of the industrial age hundreds of years ago.” His email journal, Your Digital Future, is available at https://www.charlesaraujo.com/The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2020 HDI, all rights reserved.

Episode 23 of SPOCcast is an interview with Charles Araujo, industry analyst, keynote speaker and best-selling author of The Quantum Age of IT. Charlie is the founder of The Institute for Digital Transformation, and believes that “what’s coming next represents as fundamental a change in how the world works as did the rise of the industrial age hundreds of years ago.” His email journal, Your Digital Future, is available at <a href="https://www.charlesaraujo.com/" rel="nofollow" target="_blank">https://www.charlesaraujo.com/</a> The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2020 HDI, all rights reserved.

SPOCcast Episode 23 - Charles Araujo on Digital Transformation

Deborah Monroe

Deborah Monroe is a Master EQ Practitioner, an associate with the Institute for Organizational Performance, and an HDI business associate. Her session at Service Management World is called, "If it Weren't for These Freaking People: A Deep Dive into the Pool of Relationships" https://www.smworld.com/conference/Session?session=Session-407-If-it-Weren-39-t-for-These-Freaking-People-A-Deep-Dive-into-the-Pool-of-Relationships-2019-11-12 The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

Deborah Monroe is a Master EQ Practitioner, an associate with the Institute for Organizational Performance, and an HDI business associate. Her session at Service Management World is called, "If it Weren't for These Freaking People: A Deep Dive into the Pool of Relationships" <a href="https://www.smworld.com/conference/Session?session=Session-407-If-it-Weren-39-t-for-These-Freaking-People-A-Deep-Dive-into-the-Pool-of-Relationships-2019-11-12" rel="nofollow" target="_blank">https://www.smworld.com/conference/Session?session=Session-407-If-it-Weren-39-t-for-These-Freaking-People-A-Deep-Dive-into-the-Pool-of-Relationships-2019-11-12</a> The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

SPOCcast Episode 22 - Deborah Monroe on EQ and the Future of Work

Julie Mohr

This episode is an interview with international speaker, trainer, and writer Julie Mohr (https://julielmohr.com) on disruption, building a chatbot, and the need for knowledge management. The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

This episode is an interview with international speaker, trainer, and writer Julie Mohr (<a href="https://julielmohr.com" rel="nofollow" target="_blank">https://julielmohr.com</a>) on disruption, building a chatbot, and the need for knowledge management. The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

SPOCcast Episode 21 - Julie Mohr on Disrupton and Knowledge

Barclay Rae

SPOCcast Episode 20 is an interview with Barclay Rae, one of HDI's Top 25 Thought Leaders, and an internationally-known ITSM consultant. He is a Lead Architect for ITIL4. The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

SPOCcast Episode 20 - Barclay Rae on the Evolving Role of IT

Michael Kublin

Michael W. Kublin is the founder and President of PeopleTek, a leadership coaching and development company specializing in helping leaders, teams, organizations, and cultures achieve their full potential. https://www.peopletekcoaching.comThe SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

Michael W. Kublin is the founder and President of PeopleTek, a leadership coaching and development company specializing in helping leaders, teams, organizations, and cultures achieve their full potential. <a href="https://www.peopletekcoaching.com" rel="nofollow" target="_blank">https://www.peopletekcoaching.com</a> The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

SPOCcast Episode 19 Michael Kublin on Leadership

The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. ©2020 HDI, all rights reserved.HDI is on the web at https://ubm.io/spoccastFor over 30 years, HDI has partnered with thousands of organizations to improve their customer service and service management performance by educating their people, elevating their processes, and empowering their strategy.

Leslie O'Flahavan discusses the importance of clear written communication. Read more at https://www.ewriteonline.comThe SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

Leslie O'Flahavan discusses the importance of clear written communication. Read more at <a href="https://www.ewriteonline.com" rel="nofollow" target="_blank">https://www.ewriteonline.com</a> The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

SPOCcast Episode 18 - Leslie O'Flahavan on Clear Language

David Cannon

David Cannon will deliver a session at Service Management World 2019 called "Strategy: Plain and Simple." http://www.smworld.com/conference/Session?session=Session-305-Strategy-Plain-and-Simple-2019-11-12  The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

David Cannon will deliver a session at Service Management World 2019 called "Strategy: Plain and Simple." <a href="http://www.smworld.com/conference/Session?session=Session-305-Strategy-Plain-and-Simple-2019-11-12" rel="nofollow" target="_blank">http://www.smworld.com/conference/Session?session=Session-305-Strategy-Plain-and-Simple-2019-11-12</a> The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

SPOCcast Episode 17 - David Cannon on Strategy

Jeff Toister

A conversation with Jeff Toister, author of "Getting Service Right: Overcoming the Hidden Obstacles to Outstanding Customer Service" and other books. His website is at https://www.toistersolutions.com Twitter: https://twitter.com/toister  The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

A conversation with Jeff Toister, author of "Getting Service Right: Overcoming the Hidden Obstacles to Outstanding Customer Service" and other books. His website is at <a href="https://www.toistersolutions.com" rel="nofollow" target="_blank">https://www.toistersolutions.com</a> Twitter: <a href="https://twitter.com/toister" rel="nofollow" target="_blank">https://twitter.com/toister</a> The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

SPOCcast Episode 16 - Jeff Toister on Customer Service

Donna Knapp

An interview with Donna Knapp, ITSM Academy's curriculum development manager and member of the DevOps Institute's Board of Regents. https://www.linkedin.com/in/donnaknappitsm/  The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

An interview with Donna Knapp, ITSM Academy's curriculum development manager and member of the DevOps Institute's Board of Regents. <a href="https://www.linkedin.com/in/donnaknappitsm/" rel="nofollow" target="_blank">https://www.linkedin.com/in/donnaknappitsm/</a> The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

SPOCcast Episode 15 - Donna Knapp on DevOps and ITSM

Michael O'Leary

Remote

Michael O'Leary is Client Services manager at Southern New Hampshire University. In this episode, Michael describes how his team supports students and staff. The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.This episode is sponsored by LogMeIn Rescue. https://logmeinrescue.com

Michael O'Leary is Client Services manager at Southern New Hampshire University. In this episode, Michael describes how his team supports students and staff. The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved. This episode is sponsored by LogMeIn Rescue. <a href="https://logmeinrescue.com" rel="nofollow" target="_blank">https://logmeinrescue.com</a>

SPOCcast Episode 14 - Michael O'Leary on Remote Support

Chris Chagnon

An interview with Chris Chagnon, an IT Service Management (ITSM) Architect who designs, develops, and maintains award-winning experiences for managing and carrying out the ITSM process. Chris is a PhD Candidate studying information systems with a focus on user and service experience. Follow Chris on Twitter @Chagn0n The article referenced in the interview is here: https://www.thinkhdi.com/library/supportworld/2019/self-service-metrics-part-1.aspx  The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

An interview with Chris Chagnon, an IT Service Management (ITSM) Architect who designs, develops, and maintains award-winning experiences for managing and carrying out the ITSM process. Chris is a PhD Candidate studying information systems with a focus on user and service experience. Follow Chris on Twitter @Chagn0n The article referenced in the interview is here: <a href="https://www.thinkhdi.com/library/supportworld/2019/self-service-metrics-part-1.aspx" rel="nofollow" target="_blank">https://www.thinkhdi.com/library/supportworld/2019/self-service-metrics-part-1.aspx</a> The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

SPOCcast Episode 13 - Chris Chagnon on Analytics, AI, and User Experience

Doug Tedder

An interview with Doug Tedder, consultant and trainer, about Enterprise Service Management, the VeriSM™ approach, the value of training, and more. This podcast is copyright The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

SPOCcast Episode 12 - Doug Tedder - Enterprise Service Management and VeriSM™

Phyllis Drucker

Phyllis Drucker talks about including the ability to fail, VeriSM™, continuous learning, business partnership with IT, Enterprise Service Management, Information Security, and more, including her sessions at HDI 2019 Conference &amp; Expo http://bit.ly/2VmfZtv The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

Phyllis Drucker talks about including the ability to fail, VeriSM™, continuous learning, business partnership with IT, Enterprise Service Management, Information Security, and more, including her sessions at HDI 2019 Conference &amp; Expo <a href="http://bit.ly/2VmfZtv" rel="nofollow" target="_blank">http://bit.ly/2VmfZtv</a> The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

SPOCcast Episode 11 - Phyllis Drucker on Innovation, Enterprise Service Management and More

Stephen Mann

An interview with ITSM analyst, blogger, and speaker Stephen Mann about why implementing service management tools isn't the real task, and how we should be thinking about Enterprise Service Management. The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

SPOCcast Episode 10 - Stephen Mann on ITSM/ESM Technology and More

Peter McGarahan

Pete McGarahan provides outstanding influence and contributions to the HDI community. He will be sharing wisdom at HDI 2019 Conference &amp; Expo. http://bit.ly/2Mv5VuK The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

Pete McGarahan provides outstanding influence and contributions to the HDI community. He will be sharing wisdom at HDI 2019 Conference &amp; Expo. <a href="http://bit.ly/2Mv5VuK" rel="nofollow" target="_blank">http://bit.ly/2Mv5VuK</a> The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

SPOCcast Episode 9 - Peter McGarahan on Shift Left and Communicating Value

Thanks HDI for the added channel of information relating to ITSM. The podcasts are thought invoking and beneficial to the IT community.

Great content

The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. ©2020 HDI, all rights reserved. HDI is on the web at <a href="https://ubm.io/spoccast" rel="nofollow" target="_blank">https://ubm.io/spoccast</a> For over 30 years, HDI has partnered with thousands of organizations to improve their customer service and service management performance by educating their people, elevating their processes, and empowering their strategy.

SPOCcast

Gregg Gregory

Gregg Gregory, on Twitter @TeamsRock, talks about why and how teams work. Did you know there's a fifth stage beyond "forming, storming, norming, and performing"? Discover why Gregg believes so strongly in the power of teams. The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

SPOCcast Episode 6 - Gregg Gregory on Teams

HDI's director of training and content, Fancy Mills, on the value of training, changes for 2019 at HDI, and more. HDI Community Membership: https://www.thinkhdi.com/member/CommunityMembersFancy's profile:https://www.thinkhdi.com/member/Fancy%20Mills/profile.aspx The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

HDI's director of training and content, Fancy Mills, on the value of training, changes for 2019 at HDI, and more. HDI Community Membership: <a href="https://www.thinkhdi.com/member/CommunityMembers" rel="nofollow" target="_blank">https://www.thinkhdi.com/member/CommunityMembers</a> Fancy's profile: <a href="https://www.thinkhdi.com/member/Fancy%20Mills/profile.aspx" rel="nofollow" target="_blank">https://www.thinkhdi.com/member/Fancy%20Mills/profile.aspx</a> The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

SPOCcast Episode 8 - Fancy Mills on Training and More

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