Barclay and Ian reflect on a wide-ranging set of observations from across the service management landscape.

The conversation covers why the ITSM tooling market continues to evolve, why organisations replace tools so frequently, and how different sizes and ambitions drive very different needs. They discuss the limits of process-led thinking, the importance of governance and understanding requirements, and why tools alone rarely deliver the outcomes organisations expect.

A significant part of the discussion focuses on data. Barclay and Ian explore how reporting often becomes overly complex, why large volumes of information can obscure rather than support decisions, and how experience and judgement still play a central role in interpreting what matters.

They also touch on the role of AI in simplifying information and supporting executive communication, while recognising that it cannot replace subject knowledge or accountability. Throughout the episode, the emphasis remains on making better decisions by focusing on what matters most.