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