Have you ever applied your ITSM skills outside of work?
Like most of us in the community!! With a mix of Service Management and Project Management skills, my family and friends quickly grow tired on my expectation for timely and friendly service when we are out socially, or on holiday!! What about the CSAT score, I’m thinking!!!
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 professionals need to do to address these challenges/opportunities?
ITSM has a very strong base. But as new people join the community, many having grown up with these principals engrained in their daily routine, the community needs to strengthen its adoption of areas such as Devops, Service Design (customer experience) and AI. Encouraging new ITSM members to join, by seeing the value in being members of this extended community, will help drive a new and energised Service Management community.
What's the most valuable piece of advice you have been given in your professional career?
Take ownership and responsibility for the positive results and outcomes that are possible.
What advice would you give young people who have chosen a career in technology?
For younger graduates and even more mature members who have become part of the technology sector, there are significant paradigm shifts required
for career success. Many businesses are now “software application shops”, as without this adoption, they would not possess any competitive market advantage. Technology adoption, is all about
building a solution that solves a problem. Ask the “why” question repeatedly, and this will help in your
solutioning and problem solving. Also, find someone that can mentor and guide you through your early career.
What do you like to do when you are not working?
I love to travel and enjoy sport, in particular golf. My most enjoyable trip was taking our son to Disneyland, and a fair bit of the USA a few years ago. It was wonderful to share that experience with my family and finish the trip in Hawaii, which is paradise!
What was the title and author of the last book you read?
I’m a Dan Brown fan, so it was Origin. From a professional related book, it was Leadership by James MacGregor Burns, which was a great read, focusing on inspiring groups to work collaboratively.
One word that could describe your experience of itSMF Australia?
Career Changing
Sorry..two words. Being part of the community has helped me develop and grow and meet some wonderful people over the past 10 years!
Have you ever been to an itSMF Conference, if so what was your conference experience like and do you have a lasting memory?
I have been lucky enough to attend as both a delegate and presenter. The highlights for me, are watching people emerge, who are keen to network, share their knowledge and continue to support the community. For those attending conferences and state-based events, the key is to seek some of the “dinosaurs” out, and get them chatting about topics that interest you.
Some of my lasting memories are seeing people present for the first time, some of the great panel discussions, and on the social side, enjoying the various gala dinners over the years.
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