Episode 13 - Level Up your IT Service Management - Focus on Modern Service Manager

APMG International presents our popular weekly panel Q&A show. Level Up your IT Service management with the host: Nick Houlton and Question Master: Charlotte Miller. Answering your questions are panelists: Kwaba Miguel Sebastião Júnior, N Nirmalan, Mart Rovers, Johann Botha and Suresh GP. An opportunity to have your real-life questions answered, driving the panel discussion before moving on the focus topic: The Role of the Modern Service Manager by Mart Rovers. IT Service Management is at the heart of digital business enablement; having developed from the very earliest innovations in the 1980s to become a leading discipline for many IT Professionals today.

Processes have become so valuable they are now embedded in a whole range of business rules within advanced IT service solutions, providing professionals with the analytical tools they need to monitor and manage vast IT estates fuelling the organisation.

Host: Nick Houlton, APMG International
Question Master: Charlotte Miller, APMG International
Panellists: Kwaba Miguel Sebastião Júnior, Technology Lead: Service Management & Governance Netcampus
N Nirmalan, CEO / Principal Consultant KenVisa
Mart Rovers, Leadership Coach, Consultant, and Trainer Interprom
Johann Botha, Digital Change Provocateur and CEO Get It Right
Suresh GP, Manging Director Taub Solutions

00:00 - Introduction
00:01:05 - Meet the Panellists
00:05:13 - Establishing a service culture and a value-focused culture are both in the spotlight these days. How do both correlate? And influence each other?
00:13:13 - Our directors want to start with digital transformation. Will this impact how we manage and deliver services
00:18:05 - Can you recommend a streamlined ITSM framework? The traditional ones seem to be far too complicated to implement and achieve rapid results.
00:22:26 - Our organisation seems to spend more on consultants trying to implement a "popular" service management framework than focusing on delivering value to the organisation. How can we change this, save costs and deliver results?
00:27:48 - Does ITILv4 address the need of the hour in terms of industry requirements?
00:30:17 - Focus Topic: The Role of the Modern Service Manager by Mart Rovers
00:41:26 - I am concerned that automation in the IT service management space is going to cost me my job. Is there any way to overcome that risk?
00:45:45 - How can we build in more agility within our ITSM implementation while still maintaining control?
00:48:52 - Is the modern service management about to include certain horizontal aspects of Prince2 , lean agile , BMRP and scaled agile in the general framework? 00:53:50 - Closing thoughts
00:56:40 - The next Level Up Episode.