Enterprise Digital - the podcast

Ian Aitchison’s great grandmother used to say ‘never push code to production on a Friday’ – and yes we all know what has happened. Ian and Barclay discuss the fallout in terms of people, lives, businesses, oh and who will pay. What should we learn? What can we do as people and organisations, if or when this inevitably happens again? What does this all say about our current high dependency on tech? We know it will happen again and we know we should do better… So this is not over.    We’d also love to hear your stories and reactions – come on and join us on the podcast. Enterprisedigitalpodcast@gmail.com

This discussion includes robot faces made from human skin, robot Hari Kari, and a mini rant about shiny new things and why we shouldn’t throw away good stuff… But its mostly about some of the new areas around DEX/XM - some practical and strategic discussion around experience management – new tools and ways of working. We also talk DEX teams and XLAs and how we need to ensure that we capture and recognise improvements and benefits that are made with AI and other developments – before they become accepted as normal. It’s also important that we still are able to engage with  real business people and get their feedback. New ways of working must be set in context and used with proportionality.

Is #ITSM still dead..?! The latest episode features ex analyst and #ITSM guru extraordinaire KENGON Ken Gonzalez, who started the whole ITSM and Death thing with @Charlles Araujo a few weeks ago. We discuss some of the features around how #ITSM# is perceived and used, as well as misappropriated, and why, in Kens view, this is an ex framework. We also discuss the value of assessments and how we should look forward. Somehow we also relate this to the mutation of a caterpillar to a butterfly, but perhaps drink had been taken by this point.

This week Ian and Barclay discuss how we can or should get the best value and ROI out of our tools – avoiding shelfware. Do we just expect to buy software off the shelf and expect it to work in an enterprise organisation… OR should vendors be more specific and strong to provide good implementation advice. Do we see the distinction between functionality (processes ) and data..? We don’t need to re-wite these, but we do need to think about the data and outputs. If you are curious about the rabbit, then you’ll need to listen to the podcast. (no bots were harmed during this recording..)

This episode picks up on the debate that was started at the recent HDI conference between Charlie Araujo and Ken Gonzales. This looked at the existential proposition about the future and existence of the ‘ITSM’ industry…!? Are we just talking about words and definitions? The various Industry elements of ITSM are gradually disappearing – does this even matter? We agree that the functions and needs for core elements of Service Management will not disappear, but is there really a coherent industry? Charlie Araujo is an industry analyst, writer, podcaster and commentator, and author of The Quantum Age of IT. This is a brilliant must-hear conversation..!

We revisit the discussion on the future life or death of the Service Desk – after getting a lot of feedback from the session in Episode 84. What will survive? There’s some stuff about predictive AI and also the need for human contact. We also do a short pre-SITS preview, with some surprising results about ESM and key topics…

Ian and Barclay discuss the current status of ESM – the original inspiration for the podcast. Is this still a viable and living ‘ology’? We focus on the original definitions that we discussed and look at whether or not these are applicable now and whether ESM is alive or dead? We look at the reality of what is in use around this area and also whether our own taxonomy and definitions really reflect this.  There’s also some clarity on the relative standing of ESM and ITSM. We also include some discussion about recent and upcoming events.

This session includes a detailed discussion of some of the ethical questions and impact associated with AI. Can we ascribe ethics to AI technology? Or is are these issues a further exposure of human frailty and ethical behaviour? Does the AI have a conscience and moral compass, or is it just a mirror to us as humans? This is the 3rd of the Entdig AI series, and we use a variety of experience and knowledge to tray and wrestle with these philosophical questions. We also talk about trains…

This week we discuss and explore the Service management and AI ‘Elephant in the room’. We hear a lot of very practical and senior discussions around the future of the Service Desk – do we really need this function if we can automate out the work? What are the implications, how realistic is this? What does this mean for the IT career path if Service Desk is an entry point? How do we continue to manage relationships with users? We discuss all the options including the ‘progressive’ service desk. Needless to say, although we have some differing view on this, we also have a lot o agreement… Well maybe. Is it inevitable, or should we be careful what we wish for..??!!

Our guest is industry analyst Eveline Oehrlich – who has significant analyst experience in previous roles with Forrester, RIA, DevOps institute and Peoplecert. We discuss and debate where the analysts fit in in the development of thought leadership, data and direction. The discussion also focuses on printed burgers, analyst relations, and how we need more flexible understanding and knowledge of how to make tools and frameworks work for us - i.e. how to ‘slice the tomato’ according to the type of cuisine… Listen in for more insight and a great discussion.