240- The Power of ITSM: A Conversation with David Cole

Dissecting Popular IT Nerds

Technology

5 • 49 Ratings

🗓️ 8 December 2023

⏱️ 63 minutes

🔗️ Recording | iTunes | RSS

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Summary

David Cole With over 13 years of experience, David Cole is passionate about IT service management and its impact. He has held various roles in IT service delivery, including Internet Support Specialist at AT&T, Service Desk Analyst and Lead at enpro Industries, and now IT Director at RadSource Technologies. David focuses on building collaborative teams, gathering metrics, and providing excellent customer service. He believes proper ITSM implementation enhances workflows, communication, and security across organizations. The Power of ITSM: A Conversation with David Cole Get the inside scoop on IT service management from our seasoned guest David Cole. With over 13 years in the trenches, he’s an open book when it comes to optimizing workflows and customer service in IT support. You’ll get David’s takes on help desk vs service desk vs ITSM—hear how they differ and complement each other. David has tested various ITSM platforms, so he’ll share which ones have helped his organization enhance reporting and accountability. And he’ll give us his prediction on how AI will shake up ITSM. Whether you’re new to the field or a longtime leader, this episode is chock-full of actionable advice to step up your IT service management game.

Transcript

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0:00.0	All right, well, welcome to another Dyset and popular IT nerd, where we're allowed to geek out with our fellow nerds and where we get to talk about technology with those that know the language and are interested in what we've got to share.
0:19.6	Today, I'm excited to introduce David Cole, who believes in a heavy focus on ITSM and the value
0:25.8	it brings to IT.
0:27.7	So, David, tell us a little about yourself and why today's topic is so important to you.
0:32.6	Well, thank you, Mike.
0:34.0	Yes, my name is David Cole.
0:35.7	I have been in the IT industry for about 15 years now, started with AT&T as an internet support specialist, and then moved up from another company called Impro Industries where I was a service desk. I started as a service desk analyst and moved to a service desk lead.
0:55.4	And then I got to the great company I'm working for now in RadSource Technologies where I have
1:02.4	started as a health desk technician and moved up to IT director within the span of four years.
1:15.5	This issue, this, this, this, um, ITSM is a very focal point to what I do. I would not be where I'm at today without it, because it is a
1:22.5	platform structure that builds upon just normal everyday IT service.
1:28.9	That's kind of sometimes we forget that that's a very important thing when it comes to
1:33.5	building an IT platform.
1:36.0	You know, we go into the actual technical infrastructures.
1:41.1	We go into the networking infrastructures, but we never seem to go into the
1:45.7	customer infrastructure, the customer portion that is what IT is, whether some believe it or not,
1:54.0	you know, we deal with customers on a day-to-day basis, you know.
1:58.6	Yeah, they're the internal customers.
2:04.1	And, you know, I was, let me, let me give for a second to us.
2:12.5	Because, you know, for me, I grew up with help desk, just help desk and like ticketing systems.
2:13.6	And ITSM seems to be a refinement of that.
2:16.9	Can you talk about what you feel are some of the differences between Help Desk and Service Desk or Service Management?
	...

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