Matter Beran is our guest on this brilliant episode – Matt is an experienced Product experience specialist who has worked with Service Now and now is with InvGate. He is also great company and this session is peppered with much positive energy and insight. WE discuss the difference between what is basicall ‘workflow and forms@ and the wider Organizational change aspects of SM, plus we also touch on how we shouldn’t just rely on the vendors to define what ESM is. As ever we end up in the bar and he enjoys creating his own cocktails… Great listening!

Our guest is the head of Service Management for Deliotte, Nathan MacDonald – also a director at itSMF UK. We discuss how Service Management outside of IT doesn’t have the same baggage that has developed across IT and IT silos and tribes over the years. There is also a great opportunity to really develop people and how they work in developing (IT) SM – these concepts are also really get more relevant with changes, also ITIL 4 has helped. We also debate whether we should keep the (IT) in service management… We also should stop letting ITSM vendors control the debate over ESM… As ever the bar is a better draw and Nathan’s choice is one for celebration.

Our guest for this fantastic discussion is the ex-sceptic, Rob England, of Teal Unicorn, author of Standard and Case, and much much more. Rob’s current focus is on good/better/open management, with a good sprinkling of agile practise in there, probably best summarised in this conversation as – you can be nice, you don’t have to be a b*st*rd..! We also cover the impact and inputs to Robs’ book - Standard and Case – how it has been appropriated and how its still hugely relevant. This is quite simply a brilliant conversation, and everyone interested in good management as well as good service management should listen in…

Jon is a senior product manager at BMC with a lot of experience and active thought leadership in ITSM and DevOps. The conversation starts with a communal admission that we all had to look up ‘liminal’ when it started being used by Professor Dave Snowden (ref Cynefin). However, the concept of working at the edges and boundaries across frameworks and new ways of working is a key element in the discussion covering DevOps, ITSM, ITIL 4 (Jon contributed to 2 books) Team Topologies (the book) and the notion of working across silos in value streams. Onboarding is about ‘working from day 1’, not ‘get a laptop’. This is an excellent conversation that flows across a number of liminal areas with seamless ease… Eventually we also hit the bar.

Wow, this discussion is a creative caravanserai of ideas and ‘ologies. Our guest is the indomitable Mark Smalley, thinker, writer and builder of bridges across the IT industry. We move ineluctably from potty-training for cows, to service science and Buddhist sagacity – yes that sentence is true…! Mark has been involved in bringing together a whole new set of worlds of thinking as the lead on the High Velocity IT ITIL 4 book – the least ITIL-like ITIL book ever…we debate the taxonomy of services, products goods and the meaning of life, then enjoy a nice cup of tea at the bar…

This week’s guest is an experienced technology consultant and author – with 4 books to his name, Kevin J Smith, who also started his life working on the shuttle programme at NASA…  From working in technology, Kevin is now fossed on the human side of work more than just frameworks and this is reflected in his latest book on the humanity of IT. We discuss a number of aspects of the evolution of how we work and use IT, now with a renewed focus on enjoying work – the happiness factor – both for our customers and of course our people. Kevin’s point about ‘happiness is contagious’ is well made and reflects the need to improve the work experience, as a more broadly diverse workforce. We are also now the ‘hub of the wheel’ for organisations, and we should focus on innovation more than just fixing things and keeping things running. We end up on the opportunity that we have to bring in new types of people to our workplace. As is ever the case our podcast workplace drifts into the bar, Kevin enjoys a bourbon..

Our first four-person discussion on the podcast..! This is a brilliant practical discussion around The Vinci ESM approach , led by Darren, and supported by Pat Bolder from Hornbill, Vinci’s software partner. Darren has a great role as the ESM driver, outside of IT, although he’s from an IT and ITSM background. He also identifies the value of selling and communicating ESM concepts in simple business terms, not using IT or even ‘ESM’ language  Pat is also on hand to provide a vendor perspective – having been doing this in some form since 2005 – as well as ‘navigating hype’. He also provides a variety of useful data on some benefits of ESM working. Not surprisingly this discussion ends up in the bar.

Shane is a well-known contributor to the ITSM world, now as Director, Enterprise Architecture at Service Now and with a variety of previous roles, including an early stint as a prison guard. This discussion covers a range of topics with a clear focus on experience management and the need to focus on key business activities – ie the ‘moments that matter’… We also discuss the growing role of enterprise architects particularly as these are ever more being delivered as mostly business (and not IT) roles (Experience architects). This podcast discussion is full of great nuggets of clarity and insight. We also visit the bar and talk bourbon…

Charlie Araujo is a successful business leader and author – his book ‘the Quantum Age of IT’ raised a number of issues and questions about the whole technology industry – i.e. the traditional IT organisation is dead, we are entering a new ‘retail’ phase in our evolution. We discuss that and the outcomes that have happened since it was published nearly a decade ago. Our industry has changed and has had to – what has this meant for IT people and practitioners? We discuss the business side of this development, as well as touching on low code, citizen developers, IT democratisation, and hybrid IT organisations. An excellent discussion, followed by some refreshment at the podcast bar…

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…