Episode 49 – the one about the industry, live from SITS

By Barclay Rae & Ian Aitchison | Thursday June 24, 2021

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Listen to our past podcasts

Episode 44 – rolling up Series 1 and looking forward to Series 2

By Barclay Rae & Ian Aitchison | Tuesday April 12, 2022

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 people, and experience – that’s what we’re talking about more and more, not just about Ai and bots… It’s also great to be in the same room with people..!. With Ian and Barclay

Episode 43 with Karen Ferris – nobody planned the pandemic, but we all got the ‘why’.

By Barclay Rae & Ian Aitchison | Tuesday March 15, 2022

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 – it’s about the ’why’, having good conversations and ongoing dialogue to engage people and bring them with us. Part of the challenge is to get people on board and remove their fears and uncertainties. All this takes time of course and that’s why many projects fail due to lack of realistic planning and the need for re-work. There’s a great example that comes up about how ‘nobody planned the pandemic’ – but still everyone ‘got it’ – ie had a shared sense of commitment. Thanks to Karen for a great discussion and also for getting up in the middle of the night to join us

Episode 42 – the beatings will continue until experience improves… With Tim Flower

By Barclay Rae & Ian Aitchison | Monday March 7, 2022

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. ‘ An XLA takes a village’ - we discuss, and also look at the current realistic and practical uptake of XLAs, and other aspects of how we can improve collaboration and data assimilation around service delivery, particularly in the new word of work… And yes we end up in the bar...

Episode 41 – to infinity and beyond experience management…with Greg Sanker.

By Barclay Rae & Ian Aitchison | Friday February 18, 2022

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 ‘governance’ perspective. It’s not just asking people about their experience, maybe its also about already knowing this… Somehow we end up agreeing and having a drink at the bar.

Episode 40 with Alan Berkson – industry insights – using PET to build trust …?!

By Barclay Rae & Ian Aitchison | Tuesday February 8, 2022

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 discussion focusses on various key aspects of trust – (PET) Proactivity, Engagement and Transparency. Alan also draws on some clear distinctions around thought leadership and marketing, and how vendors can work with analysts to gain insight. After a really constructive and engaging chat, as ever we end up discussing exotic drinks in the bar.

Episode 39 with Paul Wilkinson – changing behaviours by changing habits…

By Barclay Rae & Ian Aitchison | Monday January 24, 2022

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 how practically develop and improve culture, communications and other good behaviours that actually make a difference for success. We need to use real language rather than jargon to improve communications, not just simply follow processes. If you want to learn about ABC and how simulations can be effective – listen on… Paul also claims to be retiring, but no one believes this

Episode 38 with Sally Bogg – understanding the value of shared purpose and passion

By Barclay Rae & Ian Aitchison | Friday January 14, 2022

Listen to our guest Sally and you hear the passion, commitment, focus, enthusiasm and a real understanding of what is needed to make service management successful. Sally was already a successful service management practitioner before she joined NHS digital – the IT and digital part of the UK NHS organisation. We discuss some eye-watering stats and the scale of change, particularly with Covid over the last 2 years, moving from 500K users to 60 million…!! We hear some great advice for modern/digital service management – the need for flexibility, recognition of people and of course the need for a clear sense of shared purpose. We need to know not only what we are expected to do but also why and this builds commitment and purpose – i.e. the passion!!. This must be our most motivational episode to date – play it to your team and stand back…!!!

Episode 49 – the one about the industry, live from SITS

By Barclay Rae & Ian Aitchison | Monday June 27, 2022

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.

Episode 48 with Suresh GP – Insights on SRE (Site reliability engineering)

By Barclay Rae & Ian Aitchison | Friday June 17, 2022

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 as 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…

Episode 47 – live from SITS with David Wright from SDI – how do we maintain the Covid agility?

By Barclay Rae & Ian Aitchison | Thursday June 9, 2022

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..!?!?

Episode 46 with (Sir) David Ratcliffe – people, people, people…we need the basics!

By Barclay Rae & Ian Aitchison | Wednesday June 1, 2022

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.

Episode 45 with Guest: Matthew Burrows

By Barclay Rae & Ian Aitchison | Monday May 23, 2022

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.

Episode 49 – the one about the industry, live from SITS

By Barclay Rae & Ian Aitchison | Monday June 27, 2022

Episode 48 with Suresh GP – Insights on SRE (Site reliability engineering)

By Barclay Rae & Ian Aitchison | Friday June 17, 2022

Episode 46 with (Sir) David Ratcliffe – people, people, people…we need the basics!

By Barclay Rae & Ian Aitchison | Wednesday June 1, 2022

Episode 45 with Guest: Matthew Burrows

By Barclay Rae & Ian Aitchison | Monday May 23, 2022

Episode 44 – rolling up Series 1 and looking forward to Series 2

By Barclay Rae & Ian Aitchison | Tuesday April 12, 2022

Episode 41 – to infinity and beyond experience management…with Greg Sanker.

By Barclay Rae & Ian Aitchison | Friday February 18, 2022

Episode 40 with Alan Berkson – industry insights – using PET to build trust …?!

By Barclay Rae & Ian Aitchison | Tuesday February 8, 2022

Episode 39 with Paul Wilkinson – changing behaviours by changing habits…

By Barclay Rae & Ian Aitchison | Monday January 24, 2022

Episode 38 with Sally Bogg – understanding the value of shared purpose and passion

By Barclay Rae & Ian Aitchison | Friday January 14, 2022

Episode 36. Just us – what have we done..?!

By Barclay Rae & Ian Aitchison | Wednesday December 22, 2021

Episode 35 – with Ryan Ogilvie – IT are terrible at Marketing

By Barclay Rae & Ian Aitchison | Tuesday December 14, 2021

Episode 34 – Don’t take this too seriously, with Ivor MacFarlane

By Barclay Rae & Ian Aitchison | Tuesday November 30, 2021

Episode 33 with Matt Beran – ESM/ Digital Experience? Or just ‘Work’?

By Barclay Rae & Ian Aitchison | Friday November 12, 2021

Episode 32 – with Nathan McDonald. Service Management should be coaching, not ‘42’…

By Barclay Rae & Ian Aitchison | Thursday November 4, 2021

Episode 31 – the one with Rob England.. You don’t need to be a bas**rd…!

By Barclay Rae & Ian Aitchison | Monday October 25, 2021

Episode 30 – ‘Everyone owns the flow…’ with guest Jon Stevens Hall

By Barclay Rae & Ian Aitchison | Friday October 15, 2021

Episode 29, with the IT Paradigmologist, Mark Smalley.

By Barclay Rae & Ian Aitchison | Tuesday October 5, 2021

Episode 28 – with Kevin J Smith – Happiness (at work) is contagious, spread the love

By Barclay Rae & Ian Aitchison | Tuesday September 28, 2021

Episode 27 – Don’t talk about ESM – with Darren Rose (Vinci) and Pat Bolger (Hornbill)

By Barclay Rae & Ian Aitchison | Thursday September 16, 2021

Episode 26 – with Shane Carlson – ‘moments that matter’ in the experience economy

By Barclay Rae & Ian Aitchison | Friday September 10, 2021

Episode 25 – with guest Charles Araujo – the Quantum age of ESM..?

By Barclay Rae & Ian Aitchison | Friday September 3, 2021

Episode 24 – with Stuart Rance, the ‘Harlequin’

By Barclay Rae & Ian Aitchison | Friday August 27, 2021

Episode 21 – ESM, what’s in a name? – with Stephen Mann

By Barclay Rae & Ian Aitchison | Friday July 30, 2021

Episode 20 – the review with Mr and Mrs Nobody. .?

By Barclay Rae & Ian Aitchison | Friday July 23, 2021

Episode 18 – with Troy Du Moulin – How wide is your sense of us?

By Barclay Rae & Ian Aitchison | Friday July 9, 2021

Episode 17.5 – the ‘News Special’ podcast episode with Ken Gonzalez

By Barclay Rae & Ian Aitchison | Thursday July 1, 2021

Episode 17 with Doug Tedder – The Enterprise Silo Management episode…

By Barclay Rae & Ian Aitchison | Thursday June 24, 2021

Episode 16 with Roman Jouravlev – from service desk to global sustainability

By Barclay Rae & Ian Aitchison | Thursday June 17, 2021

Episode 15 – how lean is your CIO? with Dan Breston

By Barclay Rae & Ian Aitchison | Friday June 11, 2021

Episode 11 with Dan Turchin – Dull Dirty or Dangerous..?

By Barclay Rae & Ian Aitchison | Thursday May 13, 2021

Episode 10 – IT Experience with Sami Kallo

By Barclay Rae & Ian Aitchison | Thursday May 6, 2021

Episode 8 – The Radioactive Podcast with Roy Atkinson

By Barclay Rae & Ian Aitchison | Thursday April 22, 2021

Episode 7 – with guest Andie Kis of Devoteam

By Barclay Rae & Ian Aitchison | Thursday April 15, 2021

Episode 5: with Guest Mark Temple, Service Delivery Manager at Glasgow University.

By Barclay Rae & Ian Aitchison | Thursday April 1, 2021

Episode 4: The Exponentially Self-Serving Episode

By Barclay Rae & Ian Aitchison | Friday March 26, 2021

Episode 3: How should we set and manage expectations?

By Barclay Rae & Ian Aitchison | Friday March 19, 2021

Episode 2: The convergence towards a giant ice cream cone

By Barclay Rae & Ian Aitchison | Wednesday March 17, 2021

Episode 1: What is the difference/overlap between ESM and DT?

By Barclay Rae & Ian Aitchison | Tuesday March 16, 2021

Behind The Mic

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Barclay Rae

helping individuals and organisations through change successfully, regardless of tools or methodology. My goal is to keep developing new approaches and ways of delivering this.

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Visit Barclay's Website
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Ian Aitchison

Software product-business leader. VP Product Management at Nexthink. Years of fun building innovative cloud solutions for digital experience management, automation, service management and asset management.

Drinker of too much coffee.

Visit Ian's Website

Enterprise Digital - The Podcast

The Enterprise Digital Podcast is a regular discussion on all matters related to Enterprise Service Management and Digital Transformation. The hosts are Barclay Rae and Ian Aitchison, who share and discuss their thoughts on the converging worlds of technology, service management, people and management, business and corporate development, governance, automation and more… Regular guests will be invited to try and get a word in …