In this episode we learn that Ian has X-ray eyes, but is not an Avenger. We are joined by David Cannon. David is a leading writer and consultant in the service management world. He has a great work goal – to drive the business skills of IT people - much needed! David’s experience includes recent and past authorship in ITIL – recently with the DITs book but also in V3, which he sees as a product of its time, like all best practice.. We also discuss the real meaning of Digital Transformation – not just to convert what we previously did into a digital format. ITSM/ESM also needs context and intelligence – obviously these are rare.. The discussion includes some great examples and insights from David, whilst Ian and Barclay focus on drink as usual….