The ITSM Podcast Episode 2 The Future of IT Support with Jeff Rumburg & John Custy

Welcome to the second episode of our podcast series where we are thrilled to host John Custy, a titan in the IT industry and a recognized thought leader in service management. John, a recipient of the Ron Muns Lifetime Achievement Award and named among the Top 25 Thought Leaders in Technical Support and Service Management, brings a wealth of knowledge and experience to the table.

In this engaging conversation, we delve into the most striking differences in the IT industry from when John started to the present day. With his extensive experience and unique perspective, John shares his insights on the surprises and megatrends that are shaping the industry today and will continue to do so in the future.

Artificial Intelligence (AI) and machine learning are hot topics in IT service and support, and we explore John's thoughts on these technologies. As a certified instructor in DevOps Foundation and a Knowledge Centered Support (KCS) Certified Instructor, John provides an authoritative viewpoint on the role of AI and machine learning in the industry.

We also dare to make bold predictions about the future of the IT service and support sector. As an ITIL 4 Foundation/MP Certified Instructor and one of the authors of the ITIL 4 Managing Professional (MP) Create, Deliver, & Support (CDS) book, John's predictions about the industry's direction are not to be missed.

We conclude with invaluable advice for IT professionals at all stages of their careers, from management to front-line support analysts or technicians. John shares his top tip for IT management about service and support and provides guidance for those just starting in the industry.

This is a podcast episode that anyone with an interest in the dynamic world of IT service and support will not want to miss. Listen, learn, and join the conversation. Don't forget to subscribe and hit the notification bell to stay updated with our latest content! We welcome your thoughts in the comments below.