Some weeks are peppered with small meetings like stand-ups and update calls - this wasn’t one of those weeks. This week I spent a day with a customer and the remaining days in longer 60-90 minute meetings. It was a refreshing change of pace.

  • 🏘️ - Tuesday was a visit to a small market to town to spend four hours with another 6DG customer. Understanding their business, their 2027 strategy and what’s possible to support them with. As another financial services customer, this continues to expand my knowledge and understanding of the specific needs of this vertical and importantly the different requirements of retail banks, investment banks, insurance, payment providers and specialist finance operators. This particular customer was transitioning to AWS, so it was particularly important to me.

  • 🎯 - Wednesday I was preparing for and conducting an internal workshop on SLAs for Project-R2. Building SLAs and measurable metrics into an ITSM solution like ServiceNow is a pretty standard thing to do, however sometimes this can be a bit more complex and require customisation. When measuring aspects that depend upon further systems integrations (such as IVR and/or call centre systems) that can be even more complex. What I have found is that it’s not just been a case of building some SLAs, but also designing the whole system architecture to make sure that the SLAs, OLAs and KPIs are something that can be measured. Turned out to be a lot more interesting than I was expecting to be honest.

  • 👣 - A spent a bit of time this week writing down the FY27 people plan and working through the details with our HR team. This includes, training plans, org changes and expected job role updates. It was also important to work through a communication and engagement plan which is often the detail that is missed before finalising any plans. Like many of my strategic levels plans it is likely to be something that takes more than a year implement all aspects, but getting something down on paper is really important and the time I spent on trains this week was a good opportunity to get some of this stuff out of my head.

📈 - This weeks stats:

  • 322 minutes of podcasts
  • 6,197 average weekly steps
  • 37 book pages read (Nuclear War: A Scenario - p233-p270) - Finished

📺 - This weeks background entertainment: