Enterprise Digital - the podcast

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.  

No this is not more hype this is real research and analysis, from our guest Ollie O’Donoghue, Director of Cognizant Research.   This week’s episode is definitely one of the most enlightening and exciting episodes that we’ve had on the podcast. We discuss some fantastic research content – just released and highly topical and useful.  This looks at 1000s of current job types and projects forward to identify the jobs that will be impacted by AI, and to what extent. The output is challenging, although in reality not anywhere like the scary and hype-filled Sci-fi stuff we are regularly exposed to. This is The 2nd of our AI Series with Ian Aitchison , James Finister, Steve Cave and Barclay Rae. Listen and get ahead of the game..!!   Generative AI Economic Model - Oxford Economics | Cognizant

This is the first of a mini-series of AI based podcast, where we look at the some of the non-shiny and non- technical aspect of AI – ie how we approach this from a business perspective. This will feature some additional guests, including James Finister on this initial episode. We will discuss human aspects, ethics, risk, feasibility, practical opportunities This session looks at some areas of AI in the news, then we discuss key messages and challenges, including short, medium and long term potential developments. No sandwiches are discussed or harmed…although rabbits are mentioned. Find out how BRC could help you gain the insights needed to supercharge your ROI through an effective AI implementation - https://www.barclayrae.com/our-services/ai-workshops/

The one where we discuss what’s happened in the last year – the industry, the podcast, and us as people… We have had a year of absorption around AI and experience – what lies ahead..?. As people there have also been opportunities and challenges – and none less than for Ian, who has had to face some major health challenges. Thankfully he’s met them and on the mend. We are good to go for 2024 – lookout for some new podcast options..!

This week Ian and Barclay discuss some recent industry events, SDI Spark, itSMF UK, SMW and also the sad demise of itSMF USA. It’s also a year since the launch of ChatGPT – what will the next phase of this involve..?  Ian also mentions the concept of the ‘Innovathon’ – crazy ideas presented for innovation. What about robots that kill you…!? Or how can we really get some goodness from the AI revolution? Then we get silly and imagine a giant ‘clippy’ controlling us all…  Plus, look out for some new themed podcasts in 2024.

ESM revisited – what do we really mean by this? It was the original thought behind this podcast when started a couple of years ago. There’s always something new that comes along to get in the way of this, but it keeps on coming back – like the way CMDB remains as a brand and something we should do that we keep coming back to. Whilst we might want to focus on ESM, the world of marketing always loos to the next shiny thing… In this discussion we focus on some of the key elements in ESM which is effectively about how we work and pass work between us. The challenge often is how we get this moving and approved in a large organisation, where there are different agendas. Also we discuss what might be the next big shiny thing…??  Whilst there is talk of flow and digital and tools and projects and stuff – talking of flow, we move on to the bar for another, er ‘sandwich… ?’