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

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…

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

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…’?!

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 13 – with Margo Leach, Product and Service Management Everything Is A Service Or Product

Episode 12 with David Cannon – Business, Basement or Cloud – what are the job choices for IT people..?

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

Episode 10 – IT Experience with Sami Kallo

Episode 9 – You can lead a horse to water – but can you change their work life? with Erika Flora

Episode 8 – The Radioactive Podcast with Roy Atkinson

Episode 7 – with guest Andie Kis of Devoteam

Episode 6 – April Allen and Knowledge management – the rise of the knowledge workers

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

Episode 4: The Exponentially Self-Serving Episode

Episode 3: How should we set and manage expectations?

Episode 2: The convergence towards a giant ice cream cone

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