Enterprise Digital - the podcast

Our guest is Alan Nance who has been a key player in the Service Management world since the beginning of time - or at least a while anyway since ITIL was knee high to a grasshopper. Alan is a driving force behind the XLA movement and is involved in developing and taking the whole XLA concept to market through his company XLA Collab. We discuss the essence of experience management, what it is and how it can be used in relation to service management. This is still a new area and the concepts are evolving as well as adoption growing. There’s much to learn and appreciate in this revealing and insightful conversation. And yes we do end up in the bar…

Jeffrey is a highly experienced ITSM practitioner and consultant with great energy and focus on doing the right things and doing them well. He also runs a successful podcast and has published lots of great advice on YouTube videos. We discuss how every organisation is an IT organisation but shouldn’t just focus on IT, how an organisation lost control of 159,000 laptops and why CMDB and why CMDB is important. This is a brilliant high energy and practical discussion around getting the basics as well as the shiny things right..! definitely a great bar-room chat!

We welcome Sandra from the Open University (and other university roles) to talk about how we can develop and integrate more rounded education of service management. How do we ensure that tech can IT education includes the relevant bits of service management that are relevant and useful? Too often we have young graduates with little business or SM skills or knowledge – and its important. Sandra has a breadth of knowledge and experience as an educator at the degree level in this area and we put the world to right on this, including how the Higher Education and commercial training organisations could work better together…

Rob is an ITSM renaissance man, with a keen interest and deep knowledge of a great variety of models, practices, standards and frameworks. His maps that bring these things together are legendary, as are his music videos..! We discuss how to get organisations working across barriers and frameworks and how to get product based (service management based?) consensus. Let’s talk simply about complexity..! Once it gets too tough for Barclay and Ian, we head for the bar..

This is our 50th episode and we are also celebrating now appearing on Apple podcasts! Our guest is the ‘very Dutch’ Dave Van Herpen (his quote)… Dave is an experienced practitioner and consultant for service transformation. He’s also been a core organiser for the SRVision/Service Manager days in Utrecht. He eschews ‘framework fetishists’ (don’t we all) and is clear on the need to clarify business goals before using specific models and frameworks. We discuss practical, positive approaches to Scrum, Kanban, Agile and Cynefin, amongst others, as well as the challenges of joined up DevOps and ITSM implementation. Dave makes a great point that a lot of the ‘framework wars’ occur more at conferences than the workplace. He also discusses valuable experience of agile and ITSM approaches outside of IT. Dave enjoys a good Dutch IPA who doesn’t?

Our intrepid (?),  mostly coherent (?) hosts have a focused discussion around the ITSM industry, recorded at the recent SITS show. Ian and Barclay discuss where we have come as an industry and some of the areas where there is increased activity. This includes experience management, enterprise service management (of course), and many other topics, including the fact that there has been a lot of change in ownership over recent years – highlighting the need and value of service management. Listen in for a shirt insightful discussion… and we don’t even go near a bar.

Once again we invite an industry legend to join the podcast. This week’s guest is the omnipresent Suresh GP – from TAUB solutions. Suresh has been a strong supporter and promoter of ITSM and other models and ways of working such SRE, BRM , Devops etc. This is a great discussion around how to make SRE work in particular – what is SRE? and how can we make it work in tandem with existing ways of working – if you want to learn about SRE and what’s involved in successful implementation then listen in now… We move from Incident management to storytelling about detect to correct etc. SRE is also clearly involved with customer experience, reliability, monitoring, observability and the long journey of successful transformation. Suresh enjoys a crisp lemonade refreshment, although the regular hosts need something stronger to take in all they have learned here…

We share the platform at SITS with David Wright, Chief Value and innovation Office from SDI, at the Service Desk and IT Support Show in London. Brilliant discussion relating to some recent SDI research, on the positive improvement in the perception of IT since Covid, recent changes, the impact of the pandemic – ‘this has moved things forward by 5 years, we’re all back, we’ve moved in and now we are talking about the future of the Service Desk and what this means in the new digital workplace. Experience management and new engagement… and much more. David talks 10 to the dozen, this is a dynamic and positive discussion – of course, we end up in the bar drinking Welsh beer..!?!?

Our guest is the chairman of Pink Elephant in North America, and has been working in the industry since before ITIL was a twinkle in anyone’s eyes… Originally from the UK North East and a keen Sunderland fan, Dave has lived in North America for over 30 years. Dave brings some real life pragmatic feedback on what organisations are still actually doing in terms of developing their (IT) services – and in IT that doesn’t necessarily mean a lot of the new ‘shiny’ stuff. Still a lot of core ITSM questions to answer and some basic courses are still the most popular..! This is a really useful and practical discussion to bring us all back from the brink of ‘shiny-ism’... Of course, we end up at the bar as ever.

Our guest this week is Matthew who is an experienced ITSM expert from Skills Tx, with a focus on skills and competencies through his work with SFIA. We discuss all aspects of people development, from mental health to management, training, and development, and how we can move from a focus on knowledge to an understanding of what it means to develop real experience and competency. Learning to drive requires time and practice, not just reading the rules and details in a book. Matthew provides some insights on how organisations and countries (yes) are developing practical approaches.