How to Reduce Call Center Costs Without Losing Customer Trust
Discover how to reduce call center costs without damaging customer trust. In this episode of The ITSM Practice, Luigi Ferri shares strategic insights on balancing automation, training, remote work, an...
26 Aug 20259min
Who Really Defines Project Success? It’s Not the Metrics
A project that met every milestone, but left users unchanged. In this episode, we reveal why real success isn’t measured by delivery but by perception. Discover how top project leaders manage meaning,...
19 Aug 20258min
ITIL 4 and Value Stream Mapping: A Smarter Way to Deliver ITSM Value
Discover why shifting from traditional process maps to value stream mapping transforms ITSM. Luigi Ferri explains how VSM breaks silos, aligns IT with business value, and improves service visibility. ...
12 Aug 20259min
Preparing for Post-Quantum Security
Discover why post-quantum cryptography is urgent for regulated industries. Learn how to protect long-term data, start cryptographic inventory, and align with evolving national strategies. This episode...
5 Aug 20258min
Security Strategy vs Strategic Plan: What’s the Difference?
Confusing a security strategy with a strategic plan leads to failure. In this episode, Luigi Ferri breaks down the core differences, revealing seven pillars of a winning security strategy, from govern...
29 Jul 20259min
Agentic AI: The Future of ITSM
Agentic AI is redefining IT Service Management with autonomous decision-making, intelligent workflow orchestration, and continuous learning. In this episode, we explore how AI transforms service desks...
22 Jul 202510min
Outsourcing Code, Keeping Control – ISO/IEC 27001 A.8.30
Outsourced development is growing, but ISO 27001 Annex A 8.30 ensures you don’t outsource control. In this episode, we explain how to secure external software development, from vendor audits to contra...
15 Jul 20259min
How Enterprise Architecture Transforms Hospital IT and Patient Safety
Discover how Enterprise Architecture in healthcare helps government hospitals improve patient safety, system resilience, and operational efficiency. Learn the five EA pillars driving digital transform...
8 Jul 202511min
