“Being an empathetic and kind leader inspires people to give more.” – Rina Brahmbhatt and Tanya Boyd

In remembrance of Alan Nance....Rina & Alan

Welcome to ServiceNotes, the podcast where we explore ideas, experiences, and leadership shaping the world of IT service management. Today’s episode is a special one. Last year, I had the privilege of speaking with Alan Nance, founder of XLA. Alan was widely respected in our industry for his deep expertise, thoughtful perspective, and his willingness to speak honestly about what it really takes to deliver meaningful service experiences. Recently, we learned of Alan’s passing. As I revisited our conversation, I was reminded of the wisdom he shared not just about service management practices, but about leadership, empathy, and the importance of focusing on the human experience behind every service we deliver. In this episode, Alan talks candidly about moving beyond traditional metrics, understanding experience level agreements, and why organizations must rethink how they measure success in IT services. His insights remain incredibly relevant for anyone working in service management today. It was an honor to have this conversation with him, and I’m grateful we can share his voice, perspective, and experience with the community. This episode is shared in appreciation of Alan’s contributions to the field and the openness with which he shared his knowledge. Let’s begin.

“Curiosity, Compassion, and Continuous Learning—That’s the Real Career Path.” – Rina Brahmbhatt and Tanya Boyd

Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or anyone looking to optimize their organization's processes. We deliver valuable insights every week with expert interviews, and practical tips to help you succeed. Each episode explores different aspects of service management—from organizational change to technical transformations—while keeping the conversation engaging and relatable. With a mix of industry expertise and real-world stories, Service Notes is here to guide you through the challenges and triumphs of creating outstanding service experiences. In this episode we speak to Tanya Byod and discuss her personal journey, navigating career in Service Management and AI in Service Management. In this episode you will learn how, To enhance your knowledge in ITSM, Visit 24 Trainings

“Stay Curious, Stay Creative—and Never Stop Growing One Day at a Time.” – Rina Brahmbhatt and Tanya Boyd

Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or anyone looking to optimize their organization's processes. We deliver valuable insights every week with expert interviews, and practical tips to help you succeed. Each episode explores different aspects of service management—from organizational change to technical transformations—while keeping the conversation engaging and relatable. With a mix of industry expertise and real-world stories, Service Notes is here to guide you through the challenges and triumphs of creating outstanding service experiences. In this episode we speak to Tanya Byod and discuss her personal journey, navigating career in Service Management and AI in Service Management. In this episode you will learn how, To enhance your knowledge in ITSM, Visit 24 Trainings

“Let Your Creativity Roam—In Swamps, Stories, and Every Shade of Life.” – Rina Brahmbhatt and Tanya Boyd

Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or anyone looking to optimize their organization's processes. We deliver valuable insights every week with expert interviews, and practical tips to help you succeed. Each episode explores different aspects of service management—from organizational change to technical transformations—while keeping the conversation engaging and relatable. With a mix of industry expertise and real-world stories, Service Notes is here to guide you through the challenges and triumphs of creating outstanding service experiences. In this episode we speak to Tanya Byod and discuss her personal journey, navigating career in Service Management and AI in Service Management. In this episode you will learn how, To enhance your knowledge in ITSM, Visit 24 Trainings

“Being an empathetic and kind leader inspires people to give more.” – Rina Brahmbhatt and Tanya Boyd

Service Notes Podcast is your go-to resource for all things service management. Whether you're an IT professional, a customer service leader, or anyone looking to optimize their organization's processes. We deliver valuable insights every week with expert interviews, and practical tips to help you succeed. Each episode explores different aspects of service management—from organizational change to technical transformations—while keeping the conversation engaging and relatable. With a mix of industry expertise and real-world stories, Service Notes is here to guide you through the challenges and triumphs of creating outstanding service experiences. In this episode we speak to Tanya Byod and discuss her personal journey, navigating career in Service Management and AI in Service Management. In this episode you will learn how, To enhance your knowledge in ITSM, Visit 24 Trainings