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Legacy ITSM solutions are overly complex, expensive, and outdated.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 Their costly, complex, and outdated solutions lead to siloes and bottlenecks that hinder customer progress.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.

Relatori

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, con sede a Sydney (Australia), attualmente ricopre la posizione di responsabile del prodotto, della monetizzazione e della crescita aziendale (ITSM) presso Atlassian. In questa veste, collabora attivamente con team interni, clienti e partner per generare un valore sostanziale attraverso iniziative di prodotto solide e strategiche.

In precedenza, Zoe è stata Chief Technology Officer e Chief Product Officer presso THE ICONIC, guidando lo sviluppo di esperienze di e-commerce di prim'ordine. Nel corso della sua carriera, ha svolto un ruolo fondamentale nella creazione di prodotti B2C su media, e-commerce e piattaforme social e di community in Yahoo! , dove ha rivoluzionato le pratiche di coinvolgimento degli utenti.

I successi di Zoe includono il conseguimento di un dottorato onorario in scienze e la pubblicazione del libro «Pomegranate & Fig». Inoltre, in qualità di ambasciatrice dell'Australia presso l'UNHCR, continua a sostenere importanti cause umanitarie. La sua carriera è contrassegnata da numerosi riconoscimenti, come la vittoria della WestWords Writing Fellowship e la selezione per il Richell Prize 2018, come riconoscimento dei suoi contributi innovativi alla strategia digitale, alla gestione dei prodotti e all'impatto sociale, affermandosi come una figura di spicco nel settore tecnologico australiano.