Reach Your Do Point®

In this episode of the Reach Your Do Point® podcast, Roy Atkinson speaks with Matt Beran, a product specialist at InvGate and the host of the Ticket Volume podcast, about his extensive experience in IT service management and the evolution of the industry. They discuss the formation of the Open Service Community, the importance of community in professional growth, and the changing role of IT in business. Matt shares insights on the integration of AI in ITSM, the significance of user involvement in service design, and the necessity of embracing discomfort for personal and professional development.

In this episode of the Reach Your Do Point® podcast, Roy Atkinson speaks with Kate Morgan, founder of Boston Human Capital Partners. They discuss the challenges of talent acquisition and HR, the importance of understanding company culture, and the role of the Entrepreneurs' Organization in supporting entrepreneurs. Kate shares insights from her upcoming book 'Custom Fit', which focuses on effective hiring strategies.. The conversation concludes with Kate's thoughts on growth strategies and the entrepreneurial mindset needed to navigate challenging market conditions.Kate's book, "Custom Fit," is published by Forbes. Available for pre-order. Release date: July 29, 2025ITIL® is a registered trademark of PeopleCert.

In this conversation, Roy Atkinson and Katrina Macdermid discuss the concept of HumanisingIT™, which integrates human-centered design principles into IT service management. Katrina shares her journey from traditional IT service management to embracing human-centered design, emphasizing the need for empathy and understanding in solving complex IT problems. They explore the challenges faced in IT service management, the importance of communication, and the necessity of recognizing assumptions in order to innovate effectively. The discussion highlights the need for frameworks that allow organizations to adapt and improve their processes while considering their unique cultures and structures.

In this episode of the Reach Your Do Point® podcast, Roy Atkinson speaks with N.J. Robinson of Hi-Tech Leadership, a US Air Force veteran and IT professional, about the essence of leadership, the transition from technical roles to leadership positions, and the importance of ethical practices in technology. N.J. emphasizes the need for strong leadership in the age of AI, the influence of military training on his leadership style, and the significance of building trust and celebrating successes within teams. The conversation highlights the impact of leadership on personal and professional development, as well as the importance of fostering a supportive environment for team members.

In this episode, Roy Atkinson and Shep Hyken delve into the essence of customer service and experience, exploring its timeless principles and the importance of a customer-centric philosophy. They discuss the journey that led Shep to focus on customer service, the role of leadership in shaping customer experience, and the significance of customer feedback and recommendations. The dialogue emphasizes the need for organizations to view customer service as a core philosophy rather than a mere department, and how creating a culture of Amazement can lead to lasting customer loyalty.

Mark Thomas President, Escoute LLC CGEIT, CRISC, CDPSE, COBIT AssessorMark is an internationally known Governance, Risk, and Compliance expert specializing in information assurance, IT risk, IT strategy, service management, cybersecurity, and digital trust. Mark has a wide array of industry experience including government, health care, finance/banking, manufacturing, and technology services. He has held roles spanning from CIO to IT consulting and is considered a thought leader in frameworks such as COBIT, DTEF, NIST, ITIL and multiple ISO standards. Mark is also a two-time recipient of the ISACA John Kuyers award for best conference contributor/speaker as well as an ISACA Hall of Fame recipient in 2024. He is also an APMG product knowledge assessor for the CGEIT, CRISC and CDPSE certifications and an ISACA Hall of Fame recipient.COBIT® is a registered trademark of ISACA® registered in the United States and other countries. All rights reserved.ITIL® is a registered trademark of PeopleCert. All rights reserved.

Pam Wyess works with new and seasoned managers who want to learn how to make the role of ‘leader’ easier. Passionate about leadership and connection, she shares simple ways to enhance leaders’ mental fitness and agility so they can consistently do their best work with less overwhelm and more satisfaction In addition to her background as a police dispatcher, police officer, sergeant, and lieutenant, she’s earned degrees in Communication and Administration, and holds several coaching and training certifications. Hailing from the Mitten State, she’s a fan of the Detroit Tigers, all dogs, and trips to Dairy Queen. You can learn more about her at www.workplaceresults.com or at www.10-4Solution.com.

As the owner of E-WRITE (http://www.ewriteonline.com) since 1996, Leslie O’Flahavan has been writing content and teaching customized writing courses for Fortune 500 companies, government agencies, and non-profit organizations. As a result of her work, E-WRITE clients improve their customer satisfaction ratings, reduce training cycles, improve productivity, and limit legal risk. Learn how she went from creative writer to business owner, trainer, and speaker on this episode.