Santosh Pati
in conversation
with Brendan Cullen
What is your current job title and industry and what do you enjoy the most about both?
I am currently working in the role of Process Delivery Lead ServiceNow with NBN. I have extensive experience in Banking & Financial industry but after I moved to Australia in 2012, my involvement had been primarily in the Telecommunication sector. I have done my engineering degree in Electronics & Telecommunication and hence I am happy to be back to my area of interest. What I enjoy the most in my current role is that I can utilise my ITSM experience and expertise while getting to work in ServiceNow, one of the best ITSM tools in the market
How long have you been an itSMF Member?
1 year
What itSMF Membership Benefits do you get most value from?
What do you enjoy most about being an itSMF Member?
What I enjoy most is to be able to connect with likeminded people in the industry and keep myself up to date with the latest best practice frameworks.
Has being an itSMF Member benefited you professionally?
I have access to a wide range of online materials such as ITIL Online, BrightTALK Webinars, Conference Presentations etc. and not to mention being able to make some great connections.
What ITSM related certifications do you hold, if any?
ITSM
What has been your biggest workplace or career challenge and how did you face it?
In most of my consulting assignments while trying to solve business problems, the biggest challenge was the lack of information due to people unwilling to share the information and resisting to change the status quo.
I was able to address this challenge by applying my people, empathic and interpersonal skills. I used to observe people very closely, the way they used to feel, behave and react to situations. In my experience, you can solve almost any issue, for example, technology issues, process issues by just managing people.
Have you ever applied your ITSM skills outside of work?
Yes, the best thing I loved and am passionate about is the concept of Utility and Warranty in ITSM and how we can deliver value by providing ‘Fit-for-Purpose’ and ‘Fit-for-Use’ solutions. Personally, I believe that we all have opportunities every day to add value to people’s lives. For example, it could be as simple as encouraging a friend to try something new or sharing a hilarious video with a friend to brighten up their day or by helping