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?
I believe ITSM is the ‘next big thing’ and ITSM Professionals need to stand up and stand out from behind the technical guise, stand with our technical counterparts and focus on connecting with people and connecting people with services and digital technology solutions. Join the business. The relevance and necessity of good strong customer service, motivated high performing teams, stability of infrastructure and creating the best customer experience is the priority for the future. 2020 has certainly heightened the ICT Industry as essential to keeping people connected not only to services but to each other. Of course, infrastructure is essential, but bringing the right services, to fit the need and delivering the best experience is critical.
To meet the challenges and opportunities of the future we also need to grow our next generation of ITSM Professionals. Increase our engagement of students and graduates, extend the sharing of knowledge and experiences to build and develop ITSM capability.
What's the most valuable piece of advice you have been given in your professional career?
“There are no boundaries, work with no boundaries unless someone tells you otherwise.”
What advice would you give young people who have chosen a career in technology?
If the question is related to a career in technology as opposed to the broader ICT Industry, my advice would be to specialise in Cyber Security. However, if the question is related to advice for a young person starting their career in the ICT Industry, my advice would be to broaden your knowledge and build your capability by taking every opportunity that comes your way. You are in charge of your development,
take the initiative and drive your career forward by showing you are willing to learn and grow. Understand your customers and collaborate across teams to deliver.
What do you like to do when you are not working?
Eat chocolate, drink hot chocolate and exercise so that I can continue to eat chocolate and drink hot chocolate. I love spending as much time as possible with family and catching up with friends. Listening to music, mostly music my two sons (my greatest source of inspiration and pride) have written, produced, recorded and performed, as well as, of course, old 80s music. Movies are a must and I look forward to exploring outer Melbourne and beyond once restrictions ease and we are no longer considered a hot spot here in Melbourne :)
One word that could describe your experience of itSMF Australia?
Connection
Have you ever been to an itSMF Conference, if so what was your conference experience like and do you have a lasting memory?
Yes, I have been to a number of itSMF Conferences across Australia and each have contributed to my growth and many positive experiences. The key note speakers have often left lasting impressions on me particularly Turia Pitt and Matina Jewell. Their bravery and strength not only to live through but to share so eloquently their life journeys, the lessons they have taken from this and the knowledge they share about the importance of mindset, connection and leadership. The Gala Dinner and Awards night at the Grand Ballroom here in Melbourne was amazing. On a more personal note, winning an itSMF Award for Best Service Desk Project (2008) with my Team was very special, although I was not there on the night, I received an excited phone call from the Project Lead and my Manager to share the news.