125. Clarity, Common Sense & Storytelling — Paul Brandvold on Keeping ITSM Human

LinkedIn’s rising IT-service-management voice Paul Brandvold joins HappySignals host Sakari Kyrö to unpack why plain-language storytelling, real-world leadership, and a healthy dose of common sense are reshaping how internal IT support shows value. From the hidden pressures driving talent away to the grassroots expertise you’ll need when rolling out AI, Paul shares practical lessons every CIO, IT director, and service-desk lead can act on today.

Key Take-aways

Storytelling cuts through ITSM jargon. Simple analogies turn “boring” concepts into messages people remember.
Common sense beats framework dogma. Follow ITIL where it helps, but bend the rules when reality demands it.
Heroes are curious, service-minded “yes people.” They learn fast, step outside comfort zones, and keep teams resilient.
Listen to the grassroots on AI. Front-line agents understand user pain far better than top-down strategy decks.
Business stakeholders must see ITSM as a partner. Empathy and appreciation turn “thankless” support into joint value creation.
Relentless upskilling is non-negotiable. Automation will claim repetitive tasks, but opens new roles for people who adapt.

Resources & Links mentioned

Paul Brandvold on LinkedIn – follow his daily ITSM insights   / paulbrandvold  
ITIL® Home – official site for the IT service-management framework Paul references https://www.axelos.com/best-practice-...

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Chapters
0:00 Episode overview and welcome message
0:25 Paul's personal brand growth journey
1:30 Clarity through storytelling and common sense
2:55 Metaphors simplify complex ITSM topics
4:20 Finding balance in engaging LinkedIn posts
6:45 Top reasons ITSM feels hard today
8:55 Rewards, hero culture and purpose
11:40 Traits of curious "yes-people" heroes
13:55 Learning culture strengthens personal resilience
15:05 Paul's unexpected path into ITSM
18:15 Bridging business and ITSM expectations
19:40 Future trends: AI, upskilling, opportunities
22:05 Grassroots insight shapes effective AI design
22:35 Key message: listen to your people
23:10 Closing gratitude and stay-happy sign-off