Episode 51 – the Big Picture - Dutch Master..? With Rob Akershoek

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