Actually, despite the title, this is our Christmas and New Year special episode. To confirm that Ian was dressed as Father Christmas for this (audio) podcast..!

James is a well-known member of the global ITSM community, with a variety of industry associations, working as a partner with TCS, as well as being an experienced podcaster, with a history of broadcasting from various weird situations.. We put to right the worlds of service management, discussing how we confuse operations and metrics with governance (yes), the people and human element, the post-agile (yes) world, ISO38500 (yes). Ian also sets out the reality of the war-time ‘bat-bomb’ (yes!?).   The serious point in this discussion gets to the core – what are organisations there to do…are they working on doing this? We also need to include more tolerance, human centricity and focus in our commercial contracts - being human and inherently benevolent.