What does the next era of service management look like, and how do we get there?

In this follow-up episode, Alex Hammond is joined again by subject matter experts Justin Allum and Oliver Hibbitt. Together, they explore how organisations can take tangible steps toward a more efficient, purposeful, and forward-looking approach to service management.

Key takeaways include:

• Building momentum through small, incremental changes
• Shifting service management from a set of processes to a clear strategic purpose
• Exploring practical examples of automation and AI already making a difference
• Delivering change faster and more safely using innovative approaches
• Considering the sustainability impact of automation and why it should not be overlooked

This episode provides real-world insight for IT leaders looking to improve operations, align more closely with business goals, and prepare for the future of IT service management.

Tune in to rethink the role of IT and drive lasting transformation.

Rethinking Service Management: From Operational Backbone to Strategic Enabler

In this episode of The Big Questions in Tech, AlexHammond is joined by Airwalk Reply Senior Consultants Justin Allum and Oliver Hibbitt to explore how service management, is evolving into a strategic business driver. No longer just about incident management and SLAs, service management now plays a crucial role in shaping user experience, operational resilience, and business performance, particularly in regulated industries.

They discuss the importance of continuous improvement, theimpact of technical debt, and the challenges posed by misalignment between IT and business goals. With the rise of AI automation and cloud computing, they delve into how these technologies are transforming service desk management into a proactive, product-led operating model, enhancing predictive analysis and customer satisfaction.

This episode offers insights into how IT leaders can achievestrategic alignment with business objectives, foster a cultural shift, and leverage service management to drive better business outcomes. If you are ready to move beyond traditional service management, tune in for valuable strategies on improving customer satisfaction, resilience, and the future of IT operations in an AI-driven world.

In part two of this podcast series, host Alex Hammond continues the conversation with Adam Banks, Andrew Kirkby and Tom Heyes, diving deeper into the practical challenges and strategic approaches to operational resilience in financial services.

Key topics covered in this episode:

• Beyond disaster recovery – Why organisations must shift their mindset from traditional disaster recovery to assuming complete operational failure and planning from that perspective.
• Service vs. business resumption – The importance of having distinct strategies for service restoration and broader business recovery.
• The role of communication – Clear, timely, and transparent communication helps maintain trust with customers and stakeholders during disruptions.
• Empowering employees – Equipping frontline teams with the right tools and authority is necessary to respond effectively in a crisis.
• Crisis leadership vs. management – Understanding the difference between leadership and management during high-pressure situations and how decision-making structures impact response effectiveness.
• Third-party and supply chain resilience – The complexities of managing outsourced services, regulatory expectations, and integrating suppliers into resilience planning.

With regulatory scrutiny on the rise, the discussion offers actionable insights for IT leaders and business executives looking to enhance their operational resilience strategies and ensure continuity in an increasingly unpredictable environment.

Tune in for a candid, no-nonsense discussion on what it really takes to build a resilient financial institution in modern times.