Mastering Chaos: IT Service Management for the Modern Enterprise

Ep. 23: Mastering Chaos: IT Service Management for the Modern Enterprise 

IT Service Management (ITSM) is the playbook needed for successful change management and is needed now more than ever as technology frames our operations. IST's Senior Director of IT Infrastructure, Ted Korba, shares the tools and processes to transform any entity into a prepared, stronger company that fully utilizes its IT team. 

 

This episode also discusses redefining IT with customer service, Jira, IST's "war room" channel, and a tiered approach to change management. 

  • Episode Highlights

    Connect with Ted Korba and on LinkedIn


    Learn More About: IST Data Security 


    IT Service Management (ITSM) Importance: Ted emphasizes ITSM as crucial for managing IT services efficiently, enhancing company performance, and ensuring security and compliance.


    Leadership in IT: He draws from his hockey coaching experience, stressing the need for structured processes to manage IT effectively, highlighting process-driven leadership and adaptability.


    Change Management Efficiency: Ted focuses on using tools like Jira and chat-based platforms for streamlined and efficient change management, moving away from traditional, less effective methods.


    Remote Work Communication: He advocates for using communication tools like Slack and Teams to integrate remote employees into collaborative processes, emphasizing open channel communication and webcam sharing.


    Creativity in IT Problem-Solving: Ted encourages creativity and stepping out of comfort zones in IT, implementing a "war room" approach for collaborative incident management.


    Structured Incident Management: He underscores structured processes and tools for efficient communication during IT incidents, enabling quicker problem resolution while keeping users informed.


    Agile Methodology Adoption: Ted discusses the adoption of agile methodologies over traditional project management to stay responsive in the rapidly changing tech environment.


    Keeping Up with Technology: He stresses the importance of continuous learning and adapting to stay abreast of technological changes.

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