The Big Questions in Service Management, Part One

Rethinking Service Management: From Operational Backbone to Strategic Enabler

In this episode of The Big Questions in Tech, Alex Hammond is joined by Airwalk Reply Senior Consultants Justin Allum and Oliver Hibbitt to explore how service management is evolving into a strategic business driver. No longer just about incident management and SLAs, service management now plays a crucial role in shaping user experience, operational resilience, and business performance, particularly in regulated industries.

They discuss the importance of continuous improvement, the impact of technical debt, and the challenges posed by misalignment between IT and business goals. With the rise of AI automation and cloud computing, they delve into how these technologies are transforming service desk management into a proactive, product-led operating model, enhancing predictive analysis and customer satisfaction.

This episode offers insights into how IT leaders can achieve strategic alignment with business objectives, foster a cultural shift, and leverage service management to drive better business outcomes. If you are ready to move beyond traditional service management, tune in for valuable strategies on improving customer satisfaction, resilience, and the future of IT operations in an AI-driven world.