The Big Questions in Operational Resilience - Part 1

In part two, the conversation continues as Joe de Freitas and guests, Claire Stockdale, Jemma Humphries and Alice Keal, dive deeper into the future of business analysis and how BAs can stay relevant in the age of digital disruption. They cover: • The importance of psychological safety in team success • How to create impact as a BA beyond documentation • Making space for reflection, learning, and continuous improvement • Practical advice for early-career BAs If you’re looking to grow as a BA or lead more effectively in tech teams, this episode is for you. Don’t forget to share and follow the show for more expert conversations.

In part one of this two-part episode, host Joe de Freitas is joined by Claire Stockdale, Jemma Humphries, and Alice Keal to explore how the role of the Business Analyst is changing in the modern tech landscape. They discuss: • How the BA role is shifting in agile and cross-functional teams • The increasing focus on collaboration and communication • Why curiosity and adaptability are essential BA traits • Building a long-term, fulfilling career in business analysis Whether you're an experienced BA or just starting out, this episode is packed with insights to help you thrive. Hit follow to stay up to date with future conversations.

What does the next era of service management look like, and how do we get there? In this follow-up episode, Alex Hammond is joined again by subject matter experts Justin Allum and Oliver Hibbitt. Together, they explore how organisations can take tangible steps toward a more efficient, purposeful, and forward-looking approach to service management. Key takeaways include: • Building momentum through small, incremental changes • Shifting service management from a set of processes to a clear strategic purpose • Exploring practical examples of automation and AI already making a difference • Delivering change faster and more safely using innovative approaches • Considering the sustainability impact of automation and why it should not be overlooked This episode provides real-world insight for IT leaders looking to improve operations, align more closely with business goals, and prepare for the future of IT service management. Tune in to rethink the role of IT and drive lasting transformation.

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.

In part two of this podcast series, host Alex Hammond continues the conversation with Adam Banks, Andrew Kirkby and Tom Heyes, diving deeper into the practical challenges and strategic approaches to operational resilience in financial services. Key topics covered in this episode: Beyond disaster recovery – Why organisations must shift their mindset from traditional disaster recovery to assuming complete operational failure and planning from that perspective. Service vs. business resumption – The importance of having distinct strategies for service restoration and broader business recovery. The role of communication – Clear, timely, and transparent communication helps maintain trust with customers and stakeholders during disruptions. Empowering employees – Equipping frontline teams with the right tools and authority is necessary to respond effectively in a crisis. Crisis leadership vs. management – Understanding the difference between leadership and management during high-pressure situations and how decision-making structures impact response effectiveness. Third-party and supply chain resilience – The complexities of managing outsourced services, regulatory expectations, and integrating suppliers into resilience planning.