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.

Operational resilience in financial services is no longer justabout recovery—it’s about ensuring seamless customer service can be maintained even in times of crisis. In this episode of Airwalk Reply’s podcast series, host Alex Hammond is joined by industry experts Adam Banks, Andrew Kirkby, and Tom Heyes to explore the challenges and realities of building resilience in today’s fast-changing landscape.

How can financial institutions adapt to increasing regulatoryscrutiny, evolving cyber threats, and complex supply chain dependencies? Our panel delves into:

• The shift from system resilience to service resilience
• The regulatory drive towards zero tolerance for customer impact
• Why traditional backup strategies often fail when truly tested
• The critical role of cross-business coordination in crisisresponse
• Practical steps organisations can take to enhance resiliencetoday

Drawing on real-world experiences, including major industryincidents, this discussion provides valuable insights for financial services leaders navigating the new resilience landscape.

Tune in now to stay ahead of the resilience curve.

In our latest explosive episode, we uncover the nuanced world of modern cybersecurity, spotlighting hot topics from compliance and performative security to the impact of AI on cybersecurity!

Alex Hammond is joined by cybersecurity experts Costas Kourmpoglou and Dave Wilson as they dissect whether industry accreditations provide true protection or merely a “security theatre” effect.

From the regulatory tug-of-war between prescriptive and principles-based approaches (think DORA vs. SS2/21) to the role of AI in data security, this episode unpacks both sides of the debate. Get insights on how emerging regulatory frameworks are reshaping business resilience and if today’s compliance measures are truly moving the needle on risk management.

Plus, a candid look at the privacy implications of Gen AI: Are we sacrificing our data in the name of innovation? With industry-wide impacts of AI’s data usage and the potential for AI-driven SOC solutions, the team explores how AI is both a powerful tool and a security risk.

Join us for an eye-opening conversation that peels back the layers of cybersecurity’s biggest questions.

Welcome to the latest episode in Airwalk Reply’s podcast series, The Big Questions in Cybersecurity, where we dive deep into the complexities of the digital landscape and explore the pressing challenges of IT security.

In this episode, host Alex Hammond, with Security Consultants Costas Kourmpoglou and Dave Wilson, discuss the critical shift from purely preventative measures, the importance of cybersecurity empathy, and building resilient systems in an inevitable era of breaches.

Join us as we unravel the intricacies of operational resilience, the importance of understanding system failure modes, and the challenges of managing increasingly complex ecosystems. From the nuances of cloud environments to the impact of interconnected services, this episode provides insights into how organisations can fortify their defences and respond effectively to potential disruptions.

Whether you’re a tech professional or just curious about cybersecurity, this episode is packed with thought-provoking discussions and practical takeaways. Tune in for an engaging conversation that redefines how we think about resilience in the face of cyber threats.

Join host, Alex Hammond, alongside industry experts, Steve Isbell and Tom Heyes, for the second part of their insightful series onbuilding a cutting-edge technology function.

In this episode, they continue their exploration into the complex journey from traditional methods to best practices, discussing real-world strategies for CIOs facing legacy systems, compliance hurdles, and security issues. Discover practical advice on reducing infrastructure costs, aligning tech initiatives with business goals, and fostering an iterative, agile, product working environment. Learn from their experiences on successful transitions, the importance of strategic buy-in, and how to cultivate the right skills and mindsets within your teams.

Whether you’re a tech leader or an enthusiast, this podcast is your guide to understanding and navigating the evolving tech world. Tune in for compelling discussions, expert insights, and actionable strategies to drive your technology function towards excellence. Don't miss out on the critical conversations that matter in tech today.

Visit airwalkreply.com for more information.

In this episode host Alex Hammond is joined by Tom Heyes and Steve Isbell, experts in delivery, tech transformation, operations and service management, to delve into the intricacies of a modern technology function. They explore the disparity between the rapid evolution of certain offerings like AI and cloud migration, and that despite significant investments in new technologies, organisations frequently fail to transform their technology functions, thus failing to maximise the potential benefits. The conversation emphasises the importance of not just reacting to technological changes but proactively driving innovation and transformation within these functions to stay ahead of the curve.

The discussion also highlights key challenges faced by technology leaders, such as the need for greater pace in delivery, the difficulty of attracting and retaining talent, and the necessity of aligning technology strategies with overall business objectives. They propose solutions like adopting a product-led approach, which involves keeping development teams together from concept through to implementation and support, thus fostering better synergy and faster delivery. This episode underscores the critical role of technology as a strategic, integral part of the business, rather than a mere support function, advocating for a holistic and collaborative approach to drive true technological and organisational transformation.

For more information visit airwalkreply.com