What is your current job title and industry and what do you enjoy the most about both?
My job title is a Service Delivery Co-ordinator with one of the largest private Healthcare organisations in Australia. I am responsible for the delivery of incident, problem and knowledge management services to our Digital and Technology group (aka IT). I enjoy the broad range of activities that I get to undertake each day and that many of these directly contribute to improving patient care and outcomes.
How long have you been an itSMF Member?
Officially, I have been a member of itSMF for the last 6 plus years, and an active WA Committee member for 4 years. Currently I am the WA State Branch Chair and work with a great group of people on the Committee.
What itSMF Membership Benefits do you get most value from?
I benefit from the quarterly seminars, the BrightTalk webinars and the Bulletin. As part of the WA branch, I get to meet and hear from experts in many different fields and organisations. I do not think I have ever been to a quarterly seminar where I have not learned something new or talked to someone who has a different approach to an issue I have been looking into. I like the BrightTalk webinars as they provide some great information on different topics put together by industry experts. Finally, the Bulletin provides a good snapshot of the Service Management Industry and it is an informative read.
What do you enjoy most about being an itSMF Member?
What I enjoy the most is the opportunity to meet Service Management professionals from many different industries and organisations. The Service Management industry attracts highly skilled and diverse people who are open to sharing their experiences, knowledge and assistance. Many of whom become friends and mentors.
Has being an itSMF Member benefited you professionally?
Yes very much so. From a personal perspective, it
has been a continuous journey of learning, developing and exploring. itSMF members are willing to share ideas,experience and knowledge which has helped me to improve my own skills. As an active Committee member in WA it has also improved my professional profile in the industry.
What ITSM related certifications do you hold, if any?
I am ITIL v3 certified and I am currently looking to upskill to v4 in the near future.
What has been your biggest workplace or career challenge and how did you face it?
My biggest career challenge was when the commercial organisation I had been with for 26 years in multiple IT roles decided to offshore all IT work. Our team in WA was to be “downsized” by 90%. After all the normal angst that comes from these decisions, I decided to change my focus. I enjoyed the Service Management aspects of the work more than, “being on the tools” and set about finding a suitable role. A few short weeks later, I had found one in the Healthcare sector, which was a little weird, given my knowledge of the Healthcare industry was limited at the time - (I have managed to learn a few things along the way). Healthcare has many of the same issues and concerns as other industries but also includes risk factors that can affect patient outcomes.
Have you ever applied your ITSM skills outside of work?
Yes, with two teenage daughters in the household,
my skills in negotiation, conflict resolution, time and resource management have come in very handy. Not to mention project management skills in building a house and moving. Yes, ITSM skills are very useful.
What do you see as the biggest challenge or ‘next big thing’ for ITSM professionals over the next couple of years and what do we as ITSM professinals need to do to address these challenges/opportunities?
I believe our biggest challenge is moving our Service
David Low
in conversation
with Brendan Cullen
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