The NRMA’s journey towards high-velocity ITSM

Legacy ITSM solutions are overly complex, expensive, and outdated. Join this fireside chat with Andy McCarthy, General Manager, Technology Engineering, the NRMA to learn why they switched to the modern Jira Service Management solution to respond quickly to Members in their time of need and enable frontline workers with innovative technology to help them deliver exceptional service.

In the current AI-driven world, traditional service management vendors are finding it challenging to keep up. Their costly, complex, and outdated solutions lead to siloes and bottlenecks that hinder customer progress.

Jira Service Management aims to eliminate these ineffective service management practices by enabling high-velocity service management through a modern, AI-powered ITSM solution.

Join our fire-side chat with Andy McCarthy, General Manager, Technology Engineering, NRMA and Zoe Ghani, Head of Product Management, Enterprise Growth and Monetisation (ITSM) at Atlassian on the evolution of their service management approach and their journey towards high-velocity ITSM with Jira Service Management.

Hear from Andy McCarthy on why the NRMA switched from a legacy ITSM solution to Jira Service Management to provide better service by helping their organisation:

  • Quickly respond to members their time of need
  • Drive collaboration and dialogue between groups/teams
  • Enable frontline workers with mobile tools

If you’re not able to attend, feel free to register and we’ll send you a recording right after the session.

Palestrantes

Andy McCarthy

General Manager, Technology Engineering, NRMA

Andy McCarthy currently heads the Group Engineering team at the NRMA. With over 17 years of experience at the helm of large multi-product teams driving complex enterprise-level projects at scale, Andy is a senior leader with a robust financial and commercial background and expertise covering internal workplace, retail endpoint technologies, and consumer-led digital product delivery.

Driving agile methodologies, automation, and continuous delivery, particularly in the realm of multi-cloud and on-premise security-hardened solutions, Andy has led transformations at both NRMA and Vodafone, shifting away from traditional approaches and towards agile, instilling customer centricity empowered by cutting-edge technologies.

Zoe Ghani

Head of Product, Monetisation and Enterprise Growth (ITSM), Atlassian

Zoe Ghani mora em Sydney, Austrália, e é a atual diretora de produto, monetização e crescimento empresarial (ITSM) da Atlassian. Nessa função, ela colabora ativamente com equipes internas, clientes e parceiros para gerar valor substancial com iniciativas de produtos robustas e estratégicas.

Anteriormente, Zoe atuou como diretora de tecnologia e diretora de produtos na THE ICONIC, liderando o desenvolvimento de experiências de comércio eletrônico de primeira linha. Durante sua trajetória, ela teve um papel essencial na criação de produtos B2C em mídia, comércio eletrônico e plataformas sociais e comunitárias no Yahoo!, onde inovou nas estratégias de engajamento de usuários.

Suas conquistas incluem um doutorado honorário em ciências e a publicação do romance “Pomegranate & Fig”. Como embaixadora da Austrália no ACNUR, ela defende causas humanitárias cruciais. Sua carreira é marcada por diversos prêmios, incluindo a WestWords Writing Fellowship e a seleção para o Prêmio Richell 2018, que reconhece suas contribuições inovadoras para a estratégia digital, gerenciamento de produtos e impacto social e a estabelece como uma figura proeminente no setor de tecnologia da Austrália.