Shane is a well-known contributor to the ITSM world, now as Director, Enterprise Architecture at Service Now and with a variety of previous roles, including an early stint as a prison guard. This discussion covers a range of topics with a clear focus on experience management and the need to focus on key business activities – ie the ‘moments that matter’… We also discuss the growing role of enterprise architects particularly as these are ever more being delivered as mostly business (and not IT) roles (Experience architects). This podcast discussion is full of great nuggets of clarity and insight. We also visit the bar and talk bourbon…