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89. Rethinking ITSM: Ken Gonzalez on Organizational Capabilities, Customer-Centricity and Growth
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Join us as we dive into the latest Ticket Volume - IT podcast episode with the insightful Kenneth "Kengon" Gonzalez! This time, Kenneth, a former Gartner analyst and industry advisor, shares why focusing on organizational capabilities (not just tools!) is the future of IT Service Management and business growth.
If you’ve ever wondered if ITSM is dead, or why Gartner retired its famous Magic Quadrant, this is for you! Get ready for some bold perspectives and a reimagined approach to customer success and organizational improvement.
Here’s a quick sneak peek:
1. Why ITSM tools are losing their edge.
2. The power of organizational capabilities for real impact.
3. Moving from SLAs to XLAs for customer experience that matters.
4. Why maturity models might be holding you back.
5. The surprising reason Gartner retired the Magic Quadrant.
Don't miss out on this refreshing look at ITSM and organizational evolution with Kenneth Gonzalez!
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