The Enterprise Digital Podcast

If we can’t define services in IT what chance do other teams have..? We start off talking about agile and how we might apply that way of working to service management - also how huge the opportunity is (with ESM) and how much bigger this is than IT.. Our guest is the sci-fi geek/rocker Akshay from Axelos who also gives us his entire life story – obviously rivalling Barclay’s long questions. Actual...

Margo is the Product owner for ITIL 4, which has been built using product management techniques, as well as being about product and service management. We discuss eating our own dog food, using blueprints, journey mapping and personas. We also discuss how there is a real ‘marriage’ or convergence between product and service management, in a way that develops a balanced and sustainable approach to...

In this episode we learn that Ian has X-ray eyes, but is not an Avenger. We are joined by David Cannon. David is a leading writer and consultant in the service management world. He has a great work goal – to drive the business skills of IT people - much needed! David’s experience includes recent and past authorship in ITIL – recently with the DITs book but also in V3, which he sees as a product of...

Can AI help us to be better humans? Dan is a highly experienced product leader and entrepreneur in the automation and AI area. He brings a huge amount of experience an insight in to how Ai will change how we work – for the better. We discuss how technology can help us to be better people, spend more time with our family etc. Ai is not just about robots taking over our world – AI means ‘artificial’...

Sami is CEO of Happy Signals and brings his vast knowledge and understanding of the user experience and employee experience of IT to the podcast. We discover the amazing fact that IT support services are doing really well - better than HR and Finance for service and satisfaction. Also that internal IT does better than external managed services - and that the experience varies noticeably across cou...

In which we discover Erika’s past short career as a microbiologist and how she found her way into Service Management, ITIL and consultancy…and now of course as an ITIL 4 author. Her scientific approach really helps in how she works with clients to develop a practical and flexible approach – the value of using hypothesis...! Barclay asks the longest question ever, but Erika still answers all of it...

In which Roy Atkinson of Clifton Butterfield drives his Jaguar safely and clearly through the minefield of customer experience to elucidate on the value of good CX and employee experience. Roy refers to some research he was involved with at HDI and itSMF USA on ESM – initially ESM was driven by IT but more recently now well out of IT and now owned by senior execs. Roy is also a Fellow of the Insti...

In which Andie Kis of Devoteam describes one of her recent large ESM projects, how this has evolved and developed from an initial technology project into an organisational-wide transformation programme. Andie highlights the necessity of good self service at the core of the programme and the value of a common platform. Also, there is the need to use simple user-friendly language and terminology, as...

This episode features Knowledge guru Aprill Allen, discussing real life experiences of how we can get real value from knowledge management KCS, and how we are al knowledge workers. There are some brilliant nuggets of wisdom from Aprill in this session – We are all knowledge workers. KCS is important. If it’s ITSM, it’s not strategic enough,  Communities of Practice, Knowledge Workers are Know...

Mark has been driving a full-on organisational-wide ESM programme over the last few years, well beyond the IT department. We learn a number of salient and practical tips on how to make this work and stay mostly sane. We learn Mark’s favourite tipple for the ED Podcast bar and how he can fix your car as well as your PC - and your ESM project.

In which we discuss the value of self service for ESM, despite Barclays’ attempt to hi-jack the conversation. We also discuss the SDI conference and the need to move on from exponential scaremongering.

How should we set and manage expectations? What are OKRs and how can they be used – what are XLAs and OXMs and why are they all better than SLAs? What is all the fuss about Product Management and ITSM/ESM?

The convergence towards a giant ice cream cone – or how we are moving towards some standards ways of doing ‘work’ – using ‘things’ and doing ‘stuff’. What are the common things that people do in business teams that we also do in IT?

What is the difference/overlap between ESM and Digital Transformation? Are we on to something - what are the key definitions and distinctions? Does anyone use ‘ESM’ outside of IT? Does it need a name? what tools and practices can we define? What about the human factor?