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.

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

Customer service is the most important thing in the IT field, whether some believe it or not.

3 Key Takeaways

  • Communication and collaboration are critical for ITSM success
  • Metrics provide accountability and help identify recurring issues
  • Internships offer valuable real-world experience for new IT professionals

Listen To The Full Episode Below

Dissecting Popular IT Nerds
Dissecting Popular IT Nerds
240- The Power of ITSM: A Conversation with David Cole
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Episode Show Notes

Evolution of technology and personal experiences with computers [00:01:24]

Analyzing Workflows and Collaboration in ITSM [00:03:27]

Building a Customer Service-Oriented Establishment [00:11:00]

Embracing a mix of ages in the workplace [00:12:27]

Growth and changing dynamics in the IT department [00:15:37]

Nostalgic memories of computer boxes and email days [00:23:06]

ITSM: Beyond Ticket Recording, the Value of Metrics [00:26:03]

Metrics and their importance in ITSM [00:33:06]

Simplifying Issue Categorizations for Efficiency [00:36:04]

Dealing with Multiple Locations and Remote IT Teams [00:45:03]

Predicting the Impact of AI on IT Service Management [00:48:31]

Learning and exploring different areas of IT through experiences [1:00:03]

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Dissecting Popular IT Nerds

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