The Enterprise Digital Podcast

This episode is a catch-up chat with Ian and Barclay – discussing a number of topics such as Pink23, digital experience management, global travel, the value of good partnerships in business, and other SMW– service management whimsy… As ever we chew the fat over a few points of trivia before setting the world to rights and the heading for the podcast bar.   

Ignore the socks comment, this is another piece of initial trivia, but this episode features our amazing guest Claire Agutter, who explains SIAM clearly to us and also discusses some of the findings and learnings from the Annual SIAM report, which she produces with Scopism. Claire has great insight and experience in training, and development of IP in the ITSM world and we discuss how SIAM makes se...

Our guest this week is David Barrow, an experienced service Industry practitioner and consultant, and the author of a new book on co-creating value with ITIL 4. Whilst not directly discussing ITIL, we explore co-creation by co-creating the podcast discussion on different approaches to value, the value of the guiding principles, plus also how we can develop communities to focus on specific requirem...

This week we review the podcasts that we’ve produced over the last year – a diverse and fascinating variety of topics, as well as a brilliant spectrum of guests. We begin with a ‘poem’ about the podcast, created by an AI bot – fascinating and impressive content, if not a poem… We differ a little on the current level of practicality around XLAs – surely an ongoing topic for 2023. We both have our o...

Our guest is the debonair Duncan Watkins, from Forrester Consulting – Duncan is a well-known and respected member of the UK and global ITSM community. The discussion focuses on comparing current approaches to employee experience and customer/user experience. We discuss similarities and differences, with a focus on what organisations are trying to do – not just the hype. Duncan mentions a ‘spectrum...

An excellent, enlightening, and exhilarating episode – with our guest Simon Wardley, of Wardley Maps fame..! Simon defines and discusses the challenges that led him to mapping and how this can really help decision-making by providing context and changing relationships as well as the fixed points that are usually shown on graphs. We discuss doctrine tables, principles, and how most maps are not rea...

Our guest this week is Karen Brusch, experience Service Designer in the financial Service industry, as well as a long standing itSMF contributor, currently chair of itSMF UK. With the annual itSMF UK conference coming up on 14thNovember, this is a timely discussion. We discuss the challenges of service design, how to create the ‘swan’ experience (smooth and seamless), plus what is needed under wat...

Lisa runs a successful and growing HR consultancy business – providing the ‘HR’ department for many organisations, particularly in the tech industry. Many changes have taken place over recent years with employee experience roles becoming prevalent.  We discuss culture, values, trust, and the implications of home-working surveillance tools, as well as the challenges of how to move from an entr...

Sherry is an experienced and prolific trainer and coach, for leadership, particularly for women in Tech. She has come from the IT and service desk world but now focuses on leadership coaching as well as managing change projects. Sherry brings a different and refreshing focus to our discussion with the perspective of how we are developing our leaders and leadership capabilities. The discussion is f...

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 h...

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...

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...

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...

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...

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 o...

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 work...

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 ar...

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 – an...

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...

We start with fish as possible cheap labour – yes. But then move on seriously to review the podcasts to date, our guests and topics over the last year. So many great sessions to review across the industry. We’re all getting out a bit more and attending events – we’ll also be at the SITS show in London 11th/12th May. Some of the themes keep coming back around the importance and need for focus on pe...

This week’s guest is the multi-talented Karen Ferris – as author, trainer, consultant, who ‘accidentally’ wrote a book on Change – ‘Balanced Diversity’. We discuss a lot of current topics initially, from the value of horse-power and internet enabled cows to experience management. We also focus on the approach that Karen espouses in Balanced Diversity. The good new is that its quite straightforward...

This week’s guest is Tim Flower, a highly experienced IT thought leader and podcaster, with a wealth of varied experience across our industry. He is the Director of Business transformation at Nexthink and host of the Digital Experience DEC podcast.  The discussion centres around the developing world of Experience Management, XLAs, SLAs, SLDs, - with a focus on the ‘A’ – i.e. the ‘agreement. ‘...

What do we mean by Experience Management? How do we make it work? Should we co-create experiences..? Are we going too far with this? Our guest this week is Greg Sanker, who works as CIO periodically, as well as podcasting, tweeting and authoring on ITSM and IT management. The conversation moves swiftly around enterprise and IT service management, then we look at experience from a fascinating ‘gove...

This weeks’ guest Alan Berkson is Director of Analyst Relations for Freshservice – ‘the coolest job I the world’ – well he would say that. However, as we learn it is a much misunderstood and important role, that requires an understanding of everything going on in a company. Alan joined Freshworks in the early days in an ‘evangelist’ role – this has now grown into a major global brand.  The di...

This session's guest is the whirlwind of attitude, behaviour and culture (ABC) - Paul Wilkinson, of Gaming Works. Paul energy levels come from a daily diet of plutonium sandwiches, washed down with rocket fuel. Paul is the original service and value evangelist, who has preached the need for developing ABC rather than just processes or tools or other 'shiny' things. The discussion is focussed on ho...