What does it take to build a career in IT service management? For Rina Brahmbhatt, the journey began behind the counter at a post office in the UK and has grown into a global career as a consultant, trainer, and now author. In this conversation, she shares the twists and turns of her career path, the lessons she’s learned along the way, and what inspired her to write her upcoming book The ITSM Playbook®: Build a Future-Proof Tech Career in IT Service Management.

Rina opens up about her progression through roles in IT—from administrative support and resource management to service delivery and ITSM leadership—and how each experience shaped her approach to people, process, and technology. She reflects on the challenges of frequent job changes, the importance of relationship management, and the realization that ITSM is about far more than incident and change management—it’s about using tools and frameworks to deliver real value for customers and colleagues.

Her book The ITSM Playbook® offers practical guidance for anyone looking to enter or advance in IT service management. From navigating certifications and job searches to building relationships and managing career transitions, the book is designed as a roadmap for professionals at every stage. Rina also shares candid stories about balancing family, work, and writing deadlines, and how she structured her book to be both practical and approachable.

LinkedIn: https://www.linkedin.com/in/rinabrahmbhattbarot/

More info on Rina's book: www.itsmplaybook.com

About Rina Brahmbhatt

Rina Brahmbhatt is a certified ITIL® Master and Service Management Director with more than 17 years of experience leading global ITSM transformations and Agile service delivery initiatives. She specializes in aligning technology with business goals, simplifying complex challenges through human-centered design, and delivering measurable service improvements.

As a consultant, educator, and podcast host, Rina is passionate about mentoring teams and building cultures of excellence. Her expertise spans ServiceNow, organizational change, UX for IT, and executive training. Whether leading transformations or writing about the field, Rina is dedicated to making IT service management more accessible and impactful for professionals at all levels.

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HDI Local Chapters is an all volunteer not-for-profit that brings Technical Support professionals together to connect, share and discuss common challenges, and learn from industry innovators and each other --- https://www.hdilocalchapters.org

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Bytes and Banter Podcast Team

Creative Producer/Host: Rocky McGuire - https://www.linkedin.com/in/rockymcguire/

Executive Producer: Terri Oropeza - https://www.linkedin.com/in/toropeza/

Associate Producer: Colleen Rush - https://www.linkedin.com/in/colleen-rush-3603241/

Associate Producer - Daniel Guinto - https://www.linkedin.com/in/daniel-guinto-7b723630/

Technical Producer: Dustin Canter - https://www.linkedin.com/in/dustincanter/

Podcast Operating System: https://www.PodTechs.com

Post-Production: https://www.PodTechs.com

Our first repeat guest! Thomas Vick, Senior Regional Director at Robert Half, returns to Bytes and Banter with fresh insights on the tech job market and how companies can unlock the talent they already have. We explore the lingering effects of the Great Resignation, why employers and candidates remain cautious, and which skills—like data security and AI expertise—are most in demand.

Thomas shares how AI is reshaping roles, including the rise of governance and compliance positions in regulated industries, and why upskilling is critical to staying competitive. Plus, he gives us a preview of Robert Half’s upcoming Salary Guide, a must-read for anyone hiring or job hunting in tech.

🌐 Learn more at roberthalf.com.

Thomas Vick is the Senior Regional Director for Robert Half, the world’s first and largest specialized talent solutions firm. Based in Chicago, he leads operations for the company’s technology, creative, and marketing talent and consulting solutions across Illinois, Tennessee, and Missouri.Since joining Robert Half in 2010, Thomas has held multiple leadership roles overseeing operations across the U.S. for several practice groups. With over 18 years in the staffing industry, he is recognized as a hiring expert and serves as a spokesperson for Robert Half, frequently quoted in media outlets on hiring trends and workplace topics.Thomas has been honored multiple times by Robert Half for his leadership and business growth. He holds a bachelor’s degree in business management from Texas A&M University, serves as president of the HDI Chicagoland chapter, and is a member of the Executives’ Club of Chicago.

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HDI Local Chapters is an all volunteer not-for-profit that brings Technical Support professionals together to connect, share and discuss common challenges, and learn from industry innovators and each other --- https://www.hdilocalchapters.org

-----------------------------------------------------------------------------------------------------------------------

Bytes and Banter Podcast Team

Creative Producer/Host: Rocky McGuire - https://www.linkedin.com/in/rockymcguire/

Executive Producer: Terri Oropeza - https://www.linkedin.com/in/toropeza/

Associate Producer: Colleen Rush - https://www.linkedin.com/in/colleen-rush-3603241/

Associate Producer - Daniel Guinto - https://www.linkedin.com/in/daniel-guinto-7b723630/

Technical Producer: Dustin Canter - https://www.linkedin.com/in/dustincanter/

Podcast Operating System: https://www.PodTechs.com

Post-Production: https://www.PodTechs.com

What would you tell your younger self at the start of your tech journey?

In this special 25th episode of Bytes and Banter, we reflect on the most powerful lessons shared across our first 24 episodes. From embracing failure to choosing the harder path, our past guests open up about the advice they wish they’d received earlier in life.

Whether it’s learning to ask for what you need, trusting your instincts, or letting go of limiting beliefs, this episode is full of real talk on growth, grit, and self-compassion—straight from the leaders, innovators, and storytellers who’ve lived it.

🎧 Catch up on our first 24 episodes for even more unfiltered stories from IT pros and tech leaders. Tune in on Apple Podcasts, Spotify and YouTube,or your favorite platform—and follow #BytesAndBanter for conversations that connect people, purpose, and tech.