Episode 62 – socks and SIAM with Claire Agutter

By Barclay Rae & Ian Aitchison | Monday October 10, 2022

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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 37, with James Finister – ‘human governance and ISO38500 in a post agile world…’?!

By Barclay Rae & Ian Aitchison | Friday December 31, 2021

James is a well-known member of the global ITSM community, with a variety of industry associations, working as a partner with TCS, as well as being an experienced podcaster, with a history of broadcasting from various weird situations.. We put to right the worlds of service management, discussing how we confuse operations and metrics with governance (yes), the people and human element, the post-agile (yes) world, ISO38500 (yes). Ian also sets out the reality of the war-time ‘bat-bomb’ (yes!?). The serious point in this discussion gets to the core – what are organisations there to do…are they working on doing this? We also need to include more tolerance, human centricity and focus in our commercial contracts - being human and inherently benevolen

Episode 58 – The Mapping and Tea one with Simon Wardley

By Barclay Rae & Ian Aitchison | Friday December 2, 2022

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 really maps. We also discuss the people side and warning flags about the ‘re-org’ culture that bedevils most organisations on a permanent basis – good advice is to sort out principles first. Our principles take us regularly to the bar and we also discover Simon’s preferred tipple for (dis) ‘orientation…’

Episode 57 with Karen Brusch – the service design, swan and stress one…

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

Our guest this week is Karen Brusch, an experienced 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 14th November, 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 underwater to make it all happen. We also cover the impact of different approaches and how this is causing more stress to those people delivering ‘faster, better’ etc… Do we really understand the impact of what we are building and on those being tasked to deliver and run these services – plus ‘agile causes stress…’ Yes – (you’ll need to listen in). Let’s think about context and consequences, not just outcomes.. We also do a little conference preview and also mention our late friend and colleague Rebecca Beach, who recently passed away… A stiff drink is needed to toast her memory.

Episode 56 – The People and culture (not HR) one with Lisa Thomson

By Barclay Rae & Ian Aitchison | Friday October 21, 2022

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 entrepreneurial culture to a more structure and process-driven way (often a challenge…) business leaders are often not the best team leaders or managers…!! A great conversation around the intersection of people, tech, management and culture.

Episode 55 – The leadership one with Sherry Bevan

By Barclay Rae & Ian Aitchison | Monday October 10, 2022

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 full of sage nuggets of advice around leadership qualities, the value of coaching, and how we can help to develop people to be more effective in new management roles. This is a fascinating discussion and also a new perspective on our ESM theme. And yes it ends up in the bar..

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


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.


Visit Barclay's Website

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 …