In this episode of Ticket Volume – IT Podcast, host Matt Beran sits down with Prashant Arora (PepsiCo), Daniel Ciolek (InvGate), and Suzanne Galletly (AXELOS) to unpack how Artificial Intelligence is reshaping IT Service Management. From VR-powered training and digital twins to self-healing IT operations and ethical dilemmas, this episode explores both the promise and the pitfalls of AI in ITSM.

Here’s a sneak peek:

- How PepsiCo uses digital twins and VR to cut training from 2 months to 2 weeks.

- The role of AI in ticket triage, automation, and knowledge management.

- Why “AI bias” can overload top performers while others do less.

- The limits of AI models and why “AI is extremely silly… and powerful.”

- Governance, ethics, and why loneliness is now considered a business risk.

Whether you’re curious about real-world AI use cases, worried about risks, or trying to understand where Service Management is heading, this conversation delivers insights from every angle.

Don’t forget to like, subscribe, and share your thoughts in the comments! How is your organization approaching AI in ITSM?

#AIinITSM #ServiceManagement #ArtificialIntelligence #ITOperations #ITLeadership #TicketVolume #Podcast

When is it really time to replace IT tools? In this episode of Ticket Volume – IT Podcast, we dive into the warning signs, triggers, and challenges that push organizations to switch IT software.

Host Matt Beran sits down with Ignacio Harriague (Director of Product Marketing at InvGate), Linda Lenox (Program Delivery Director at Hall's Culligan Water), and Sandi Conrad (Advisory Fellow at Info-Tech Research Group) to uncover the pain points that drive tool replacement, how to secure budget, and the mistakes to avoid when choosing a new solution.

Here’s a sneak peek:

The real pain points that push teams to switch IT tools.

Why shadow IT emerges when tools no longer fit.

How to articulate ROI and secure budget for new solutions.

Common pitfalls in tool selection (and how to avoid them).

What IT leaders should measure to prove value.

Whether you’re already considering a replacement or just want to recognize the early warning signs, this episode is packed with practical insights for IT leaders navigating tool change.

Don’t forget to like, subscribe, and share your thoughts in the comments! When did your team realize it was time to replace an IT tool?

#replaceittools #switchittools #itleadership #itsm #servicemanagement #itsolutions #itpodcast #ticketvolume

In this special 100th episode of Ticket Volume – IT Podcast, we flip the script.

Instead of interviewing a guest, host and InvGate Product Specialist Matt Beran takes a moment to reflect on the journey so far — what the podcast has meant to him, how it’s changed his perspective on IT, and the five biggest lessons he’s learned from over 100 conversations with industry leaders.

He also revisits standout episodes that surprised him, challenged him, or simply stuck with him — from mental health to experience management to change enablement.

Here’s a sneak peek:

1. Why complexity is unavoidable — and that’s okay.

The value of sitting with a problem instead of rushing to fix it.

How unexpected ideas can lead to breakthrough change.

Why your network might be your biggest asset.

A reminder that people are the heart of all tech.

Whether you’ve been with us since episode one or just tuned in recently, this one’s for you. Thanks for being part of the Ticket Volume community!

Don’t forget to like, subscribe, and share your thoughts — we’d love to hear from you.