Normally brightly coloured in attire, on this occasion just bright (as ever), this episode features an excellent discussion with the distinguished and sagacious Stuart Rance. We dip into several storied from Stuarts wide experience of working

In IT and ITSM, with particular relevance the need to work with people, not just do things to them. The way to get people to do things is not by giving them personal target, but by setting shared goals. The core of ESM is also touched on and the need

to ensure that we develop a flexible ‘case’ based approach to work that needs it, and not just assume that all work can be classified as standard. The value from service management comes from working with people.  For ESM, ITIL’s history is in IT – its future is in (wider) service management. Some great thoughts from one of the industry’s eminent thinkers and prominent dressers…