Home Ben Brennan

Ben Brennan

ABOUT

Voted one of the top 25 thought leaders by HDI for the last two years, Ben pioneered a new varietal of IT Service Management known as ITXM, or IT Experience Management. The author of Badass IT Support, inventor of the QSTAC® ITXM tool, and a former psychotherapist, Ben brings a diverse, multi-tool perspective that has proved transformational in his time leading teams at Box, Twitter, Yahoo, and most recently Verizon where he served as senior IT Director.

After a decade in enterprise IT leadership, Ben turned his efforts towards QSTAC full time, building an enterprise app that now gives any IT team the actionable insights and data they’ve been missing to deliver an unforgettable, crowd-pleasing IT experience to their business partners. When he’s not running QSTAC, Ben also hosts the IT After Hours podcast, plays guitar (loudly) and mentors IT professionals looking to up-level their career. Find him on Twitter, LinkedIn or at QSTAC.com.

860 Views

May 19th, 2022

How to Measure Employee Experience

Last month I was privileged to get to sit in with the SysAid team and help present the results from their 2022 State of Service Management study. SysAid collected surveys from over 1,200 IT professionals and we revealed the results live to over 800 folks from around the globe on a webinar with Erik Snider...

581 Views

December 9th, 2021

A Superhero’s Guide to IT Metrics

Every superhero has her origin story. One could even argue that it’s the tenacity and courage that comes from knowing what you are on this earth to do that enables superhuman performance. I like to think of this as the democratization of superpowers. While Superman possesses super strength and speed, what really empowers him to...

591 Views

September 22nd, 2021

IT Guide for Seeing Through the Matrix

In my previous blog, I shared some research showing that it was time for a wake-up call in IT. Specifically, I reference several studies showing that while most IT teams see themselves as heroes of the enterprise, the businesses those same teams support see them more as villains, even if well-meaning ones. The good news...

556 Views

August 19th, 2021

Hero or Villain: Which Is Your IT Team?

Unlike a lot of my peers, I was never into comics as a kid. Sure, I watched the old school Batman TV show and was into some nerdy stuff, like math and gadgets, but to be honest, I started my IT career as a closet non-nerd. When I started leading IT teams, I realized that...

860 Views

May 19th, 2022

Accept All