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Artwork for Service Management Leadership Podcast

Service Management Leadership Podcast

Service Management Leadership Podcast
Service Management
Service Delivery
ITIL
Artificial Intelligence
Change Management
IT Service Management
Servicenow
Incident Management
Configuration Management Database
Business Continuity
Asset Management
Technology
Leadership
Service Level Agreements
Total Cost Of Ownership
Knowledge Management
CMDB
Governance
Service Desk
Competitive Intelligence

Thank you for visiting the Service Management Leadership Podcast. Our goal is to elevate conversations across the globe. This podcast platform will feature prominent leaders in the industry willing to share their expertise. Below, you will see a schedule of podcast hosts: ■ Monday: Jeffrey Tefertiller – Service Delivery topics ■ Wednesday: Kenneth Gonzalez ■ Thursday: Jeffrey Tefertiller – Service... more

PublishesTwice weeklyEpisodes1161Founded6 years ago
Number of ListenersCategory
Technology

Listen to this Podcast

Artwork for Service Management Leadership Podcast

Latest Episodes

In this episode, Jeffrey discusses the need to cultivate culture.

Email Jeffrey with any questions or feedback (jtefertiller@servicemanagement.us)

Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management... more

In this episode, Jeffrey discusses metrics.

Email Jeffrey with any questions or feedback (jtefertiller@servicemanagement.us)

Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey ... more

In this episode, Jeffrey discusses the need for speed.

Email Jeffrey with any questions or feedback (jtefertiller@servicemanagement.us)

Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays... more

In this episode, Jeffrey discusses a parable about consultancies.

Email Jeffrey with any questions or feedback (jtefertiller@servicemanagement.us)

Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management... more

Key Facts

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Recent Guests

Ramy Shehata
An experienced ITIL-4 certified process owner with over 15 years in IT service management.
Episode: “Talk to People. That’s Where the Real Learning Happens.” – Rina Brahmbhatt and Ramy Shehata
Andrew Davis
Business consultant and thought leader, discussing ethics and economic realities
Episode: Ep 66: “Ethics Meets Economic Reality” – Andrew Davis, Part 2
Professor Ahmed Banafa
Award-winning author, distinguished speaker, and professor at San Jose State University
San Jose State University
Episode: “Be Ready for Change—Every 10 to 15 Years, a New Technology Flips Everything” — Rina Brahmbhatt and Prof. Ahmed Banafa
Hind Diouani
Head of Service Excellence and Control and Risk Lead for a financial institute in London
Episode: "No One Will Build Your Career for You — Take Ownership, Seek Clarity, Show Up" – Rina Brahmbhatt and Hind Diouani
David Flesh
An expert in navigating IT challenges and crafting strategic responses.
Episode: Ep. 58: “Crafting Practical Responses” – David Flesh, Part 2
Karen Brusch
Head of Service Management at Alkiva
Alkiva
Episode: ServiceNotes - Rina Brahmbhatt and Karen Brusch
Heather Borrows
A mother and advocate for families with children with neurodiversity, and Director of Advocacy at Autism Up.
Autism Up
Episode: Beyond the Call: A Mother’s Advocacy and the Heart of Home Care
James Finister
Expert on AI ethics and governance
Episode: Ep 54: "AI: Risky Business?" James Finister, Part 3
Priyanka Sharma
Platform Architect at ServiceNow with a passion for creativity and community building.
ServiceNow
Episode: Rina Brahmbhatt and Priyanka Sharma - Episode 1

Host

Jeffrey Tefertiller
Host of the Service Management Leadership Podcast

Reviews

4.8 out of 5 stars from 32 ratings
  • Great subject

    This is a nice podcast with great and actual subjects concerning service management.

    Thanks Jeffrey.

    Apple Podcasts
    5
    No-fantasy
    Netherlands3 years ago

Listeners Say

Key themes from listener reviews, highlighting what works and what could be improved about the show.

Clear take on transforming how organizations handle change and adoption.
Useful for sponsors seeking a thoughtful, technically grounded audience.
Listener-focused insights with actionable guidance for IT governance and culture.
Quality of host storytelling and willingness to share personal leadership experiences.
Strong emphasis on practical leadership and real-world outcomes.

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Talking Points

Recent interactions between the hosts and their guests.

“Mentors Shape Your Career—Conversations Shape Your Growth” – Rina Brahmbhatt and Ramy Shehata
Q: Do you have any closing thoughts you would like to share with our listener?
Stay open, keep learning, and talk to people to broaden your understanding.
“Service Management Keeps You Connected to Everything” – Rina Brahmbhatt and Ramy Shehata
Q: What advice would you give to aspiring tech professionals wanting to join service management?
Explore multiple areas within service management before settling into one specific practice.
“Service Management Keeps You Connected to Everything” – Rina Brahmbhatt and Ramy Shehata
Q: What lessons have you learned through your journey?
You need to be flexible and open to change, as well as communicate with people to learn from them.
“Sometimes the Real Incident Is Just a Lack of Diligence” – Rina Brahmbhatt and Ramy Shehata
Q: Have you come across a major incident in your experience, which wasn't a major incident but just lack of due diligence, it became a major incident?
Ramy shared experiences where incidents were downgraded after initial assessment, demonstrating the importance of thorough analysis and communication.
“No Two Major Incidents Are Ever the Same — You Learn by Living It” – Rina Brahmbhatt and Ramy Shehata
Q: Can you start with telling us how did you begin your career in IT?
Ramy began his career in IT by working at a company that was outsourcing its work and creating service centers, which led him to eventually become a team lead.

Audience Metrics

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Listeners per Episode
Gender Skew
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Frequently Asked Questions About Service Management Leadership Podcast

What is Service Management Leadership Podcast about and what kind of topics does it cover?

The show centers on leadership, transformation, and governance within IT service management, often exploring how people, adoption, and organizational change drive outcomes beyond flashy tools. Episodes frequently critique traditional approaches to transformation, emphasize proactive governance for AI and data quality, and frame leadership as service—quietly prioritizing real user impact, reliability, and continuous improvement over mere metrics or quick wins. A standout thread is the focus on practical frameworks (ownership, RACI clarity, stakeholder communications) and ethical, value-driven leadership (sharing knowledge, helping others, and saving lives through responsible innovation). This mix makes it useful for listeners who want action... more

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Which podcasts are similar to Service Management Leadership Podcast?

These podcasts share a similar audience with Service Management Leadership Podcast:

1. The ITSM Practice: Elevating ITSM and IT Security Knowledge
2. Gartner ThinkCast
3. 99% Invisible

How many episodes of Service Management Leadership Podcast are there?

Service Management Leadership Podcast launched 6 years ago and published 1161 episodes to date. You can find more information about this podcast including rankings, audience demographics and engagement in our podcast database.

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What guests have appeared on Service Management Leadership Podcast?

Recent guests on Service Management Leadership Podcast include:

1. Ramy Shehata
2. Andrew Davis
3. Professor Ahmed Banafa
4. Hind Diouani
5. David Flesh
6. Karen Brusch
7. Heather Borrows
8. James Finister

To view more recent guests and their details, simply upgrade your Rephonic account. You'll also get access to a typical guest profile to help you decide if the show is worth pitching.

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