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Legacy ITSM solutions are overly complex, expensive, and outdated.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 Their costly, complex, and outdated solutions lead to siloes and bottlenecks that hinder customer progress.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

Sprekers

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, gevestigd in Sydney, Australië, is momenteel Head of Product, Monetisation and Enterprise Growth (ITSM) bij Atlassian. In die hoedanigheid werkt ze actief samen met interne teams, klanten en partners om substantiële waarde te creëren door middel van solide, strategische productinitiatieven.

Voorheen was Zoe Chief Technology Officer en Chief Product Officer bij THE ICONIC, waar ze de leiding had over de ontwikkeling van eersteklas e-commerce-ervaringen. Gedurende haar hele carrière heeft ze een cruciale rol gespeeld bij het creëren van B2C-producten voor media, e-commerce en sociale en communityplatforms bij Yahoo!, waar ze een revolutie teweegbracht in de werkwijzen op het gebied van gebruikersbetrokkenheid.

Zoe heeft onder meer een eredoctoraat in de wetenschappen behaald en de roman Pomegranate & Fig gepubliceerd. Daarnaast blijft ze zich als de Australische ambassadeur van de UNHCR inzetten voor belangrijke humanitaire doelen. Haar carrière wordt gekenmerkt door talloze onderscheidingen, zoals het winnen van de WestWords Writing Fellowship en het behalen van de shortlist voor de Richell Prize 2018. Hiermee kreeg ze erkenning voor haar innovatieve bijdragen aan digitale strategie, productbeheer en sociale impact, waardoor ze een prominente figuur is geworden in de Australische techindustrie.