What have we learned after 20 episodes of the podcast about Enterprise Service Management? Ian and Barclay review the content from the first few sessions, discussing the input that we have had from a variety of experienced people from our industry. We realise that ESM really does mean business, people and the need for leadership as well as automation, new tools and ways of working. Will robots take our jobs to save money or are we safe as we will be more needed than ever? The over-riding learning is that service management offers opportunities to the whole of business and is not just about ‘IT’. We also gained some insight on our guests via their preferences for drinks. One thing for sure – we are not just talking about IT or ITSM – ‘if its ITSM, its not strategic enough..’!