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. Actually Akshay is a key part of the ITIL 4 team and ITIL product ambassador/evangelist. We explore the key question about how we can use service management principles outside of IT – is ESM actually a thing? Akshay clarifies his commitment to ‘service management’ as a broad concept, with some scepticism around what we are calling Enterprise Service Management. After talking about service management for 30 years its worrying that we still struggle to define ‘service’ as in service management – how can we expect people in other teams to get it..? There is then a great discussion around the practical definitions of service and products – is service management also about improvement? Ultimately we talk about spades and shovels, nouns or verbs and how language matters! Soon we move on to drinking of course (including a non-alcoholic drink..!) and explore multiple types of cardamon pods.

Enterprise Podcast Episode 59 – with Duncan Watkins – EX/CX - Different approaches, different drivers, different results

Enterprise Digital - the podcast By Barclay Rae and Ian Aitchison Dec 15, 2022