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Have you ever applied your ITSM skills outside of work?
Most definitely. My first career was in the food and hotel industry so my work is very much based in the nature, design and delivery of customer focused services. I then “fell” into IT and found that the principles were pretty similar. As such, I find that I still look at how businesses go about delivering their services.
And one thing I’ve learned is that good customers are more likely to get good service … so I always try to be that good customer.
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?
The ongoing relevance of service management. Economics 101 tells us that the only outputs from any business or endeavour are either goods and/or services; and since hardly any IT department produces just goods, then we are pretty much pure service industries. Following that logic, service management practices and principles should be front and foremost of everything we do.
However, it seems that delivery, technology and products have taken over the discussion; and “service” is merely that thing that service desks do to support the end product.
What's the most valuable piece of advice you have been given in your professional career?
Not to get agitated or frustrated when things don’t seem to be going well. Just look at what the issues might be and deal with those.
What advice would you give young people who have chosen a career in technology?
Not a lot - I’m too busy trying to learn what I can from them. Perhaps just to do the very best you can, and enjoy yourself while doing it.
What do you like to do when you are not working?
I like to do a wide variety of things and try and make space for them all at some stage:
I have my own kiln and studio for fused glass work.
Getting outside either into the veggie patch or visiting one of the many state or national parks dotted around the country side.
Reading New Scientist – there are so many interesting articles about what’s going on in the world around us.
What was the title and author of the last book you read?
It’s work related – Game On! Change is constant, by Karen Ferris.
One word that could describe your experience of itSMF Australia?
Connections.
Have you ever been to an itSMF Conference, if so what was your conference experience like and do you have a lasting memory?
Hearing from our international visitors. Last year it was Rob England and I really liked his pragmatic and critical approach to service management.
The other was the Cyber Security Innovation session, where four start-ups presented on what they do – really inspiring and interesting stuff!