• 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.

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.

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.

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.

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.

With regulatory scrutiny on the rise, the discussion offers actionable insights for IT leaders and business executives looking to enhance their operational resilience strategies and ensure continuity in an increasingly unpredictable environment.

Tune in for a candid, no-nonsense discussion on what it really takes to build a resilient financial institution in modern times.

How can financial institutions adapt to increasing regulatory scrutiny, evolving cyber threats, and complex supply chain dependencies? Our panel delves into:

• The shift from system resilience to service resilience
• The regulatory drive towards zero tolerance for customer impact
• Why traditional backup strategies often fail when truly tested
• The critical role of cross-business coordination in crisis response
• Practical steps organisations can take to enhance resilience today

Drawing on real-world experiences, including major industry incidents, this discussion provides valuable insights for financial services leaders navigating the new resilience landscape.

Tune in now to stay ahead of the resilience curve.

Alex Hammond is joined by cybersecurity experts Costas Kourmpoglou and Dave Wilson as they dissect whether industry accreditations provide true protection or merely a “security theatre” effect.

From the regulatory tug-of-war between prescriptive and principles-based approaches (think DORA vs. SS2/21) to the role of AI in data security, this episode unpacks both sides of the debate. Get insights on how emerging regulatory frameworks are reshaping business resilience and if today’s compliance measures are truly moving the needle on risk management.

Plus, a candid look at the privacy implications of Gen AI: Are we sacrificing our data in the name of innovation? With industry-wide impacts of AI’s data usage and the potential for AI-driven SOC solutions, the team explores how AI is both a powerful tool and a security risk.

Join us for an eye-opening conversation that peels back the layers of cybersecurity’s biggest questions.

In this episode, host Alex Hammond, with Security Consultants Costas Kourmpoglou and Dave Wilson, discuss the critical shift from purely preventative measures, the importance of cybersecurity empathy, and building resilient systems in an inevitable era of breaches. 

Join us as we unravel the intricacies of operational resilience, the importance of understanding system failure modes, and the challenges of managing increasingly complex ecosystems. From the nuances of cloud environments to the impact of interconnected services, this episode provides insights into how organisations can fortify their defences and respond effectively to potential disruptions.

Whether you’re a tech professional or just curious about cybersecurity, this episode is packed with thought-provoking discussions and practical takeaways. Tune in for an engaging conversation that redefines how we think about resilience in the face of cyber threats.

In this episode, they continue their exploration into the complex journey from traditional methods to best practices, discussing real-world strategies for CIOs facing legacy systems, compliance hurdles, and security issues. Discover practical advice on reducing infrastructure costs, aligning tech initiatives with business goals, and fostering an iterative, agile, product working environment. Learn from their experiences on successful transitions, the importance of strategic buy-in, and how to cultivate the right skills and mindsets within your teams.

Whether you’re a tech leader or an enthusiast, this podcast is your guide to understanding and navigating the evolving tech world. Tune in for compelling discussions, expert insights, and actionable strategies to drive your technology function towards excellence. Don't miss out on the critical conversations that matter in tech today.

Visit airwalkreply.com for more information.

The discussion also highlights key challenges faced by technology leaders, such as the need for greater pace in delivery, the difficulty of attracting and retaining talent, and the necessity of aligning technology strategies with overall business objectives. They propose solutions like adopting a product-led approach, which involves keeping development teams together from concept through to implementation and support, thus fostering better synergy and faster delivery. This episode underscores the critical role of technology as a strategic, integral part of the business, rather than a mere support function, advocating for a holistic and collaborative approach to drive true technological and organisational transformation.

For more information visit ⁠airwalkreply.com⁠

In Part Two the essential questions surrounding AI

implementation are explored. The discussion covers the baseline elements required for effective AI, the necessity of cloud infrastructure, and whether organisations are meeting ethical standards. The crucial topic of energy consumption is also addressed, along with the available support for navigating these challenges. Finally, the steps companies are taking to achieve success in their AI journeys are outlined.

Today's contributors:

Alex Hammond, Partner, Airwalk Reply

Abi Wareing, Senior Manager, AI, Airwalk Reply

Rob Ellison, Head of Architecture, AI, Airwalk Reply

For AI Enablement and Acceleration Services, visit ⁠⁠airwalkreply.com/ai-enablement-acceleration-services⁠⁠

For more information, check-out ⁠⁠airwalkreply.com⁠

Our new podcast series kicks off with an exploration of the transformative power of AI, unravelling its mysteries and dissecting its global impact, with expert insights from guests Abi Wareing and Rob Ellison, leaders in the AI field.

Part One delves into the fundamental questions: What is AI? What could AI mean for employment in the tech space? What could AI mean for highly regulated industries? From automation's influence on job roles to the potential for innovative work structures like the four-day workweek, we'll navigate the changes AI brings to industries and teams. Don't miss out on this intriguing discussion.

Today's contributors:

Alex Hammond, Partner, Airwalk Reply

Abi Wareing, Senior Manager, AI, Airwalk Reply

Rob Ellison, Head of Architecture, AI, Airwalk Reply

For AI Enablement and Acceleration Services, visit airwalkreply.com/ai-enablement-acceleration-services For more information, check-out airwalkreply.com