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.

In this episode of Ticket Volume – IT Podcast, Matt Beran is joined by Georgina Otubela, Service Delivery Manager at Vita Bank, to dive deep into service design, incident management, and the role of trust in IT services. Gabriela shares her insights on how IT teams can build strong relationships with users, respond effectively to incidents, and balance automation with human interaction to create better service experiences.

Here’s a sneak peek:

1. Why trust is the foundation of great IT services.

2. How to improve incident management by focusing on communication.

3. The role of automation in freeing up IT teams—and when not to use it.

4. Why transparency and accountability are key to service recovery.

5. How to recognize when you’ve designed a truly great IT service.

Tune in for an insightful conversation packed with real-world advice for IT professionals looking to enhance their service management approach. Don’t forget to like, subscribe, and share your thoughts in the comments!

#ServiceManagement #ITSM #IncidentManagement #Automation #ITLeadership #ITServiceDesign #CustomerExperience #ITTrust #TicketVolume #Podcast