Podcasts about business continuity

Zero Trust isn't just about defense - it's about unlocking new capabilities across even the most legacy-heavy federal systems. When agencies move to a Zero Trust Architecture, the benefits go far beyond stronger cybersecurity. Integrating decades-old systems into a Zero Trust framework can actually centralize data, create consistency, and open new paths to modernization. This week on Feds At the Edge, Sean Phuphanich, Principal Technologist at AWS, explains how synthetic data can safely demonstrate cloud scalability in non-production environments, while Richard Breakiron, Senior Director, Strategic Initiatives, Americas Public Sector, Commvault, offers candid insight into why no single vendor has all the answers. His advice? Collaborate across agencies to tap into shared experience and proven solutions. Tune in on your favorite podcast today as we explore how Zero Trust can be both a security strategy and a powerful engine for modernization across government. Plus, learn about a free AWS assessment tool that can help your agency gauge its Zero Trust maturity and chart a clear path forward.

In this episode, Jeffrey continues his series on the CMDB, gaining stakeholder adoptionEach week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

From Zocdoc to Cascade, COO Anna Elwood breaks down the systems, rhythms, and AI tools that turn chaos into execution. In this episode of Between Two COOs, Michael sits down with Anna Elwood, COO of Cascade, the strategy-execution platform helping companies turn plans into results.Anna shares how she evolved from Broadway actor to operator, scaling companies like Zocdoc, Knotel, and Teachable before joining Cascade to build the muscle of strategy execution. She explains how to create an “operating rhythm” that keeps teams aligned across time zones, the tension between governance and red tape, and how Cascade helps leaders link vision to measurable execution.The conversation dives deep into AI's role in operations, the future of hybrid work, and what it takes to move from chaos to clarity in a global startup. Anna's storytelling — especially her account of leading through Superstorm Sandy — highlights what real-time operational leadership looks like when everything goes sideways. Timestamps00:00 – Intro & sponsor01:00 – The chaos of Superstorm Sandy02:00 – Anna's journey: from theater to tech06:00 – The making of a generalist10:00 – Joining Cascade and fixing retention11:00 – Creating a “working rhythm”14:00 – Governance vs. red tape17:00 – The 5 pillars of strategic maturity19:00 – Turning strategy into execution24:00 – How Cascade uses AI internally28:00 – OKRs, KPIs, and strategy frameworks33:00 – Who owns strategy?36:00 – Rebuilding a business overnight43:00 – Closing thoughts Between Two COO's - https://betweentwocoos.com Episode Website - https://betweentwocoos.com/anna-elwood-coo-cascadeAnna Elwood on LinkedIn - https://www.linkedin.com/in/annaelwoodMichael Koenig on LinkedIn - https://linkedin.com/in/michael-koenig514 

In this episode, Jeffrey encourages leaders to learn how to make decisions with imperfect and flawed data.Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

In this episode, Jeffrey continues his series on the CMDB, discussing scope and governanceEach week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

Meijah Lewis on Sugar Daddy Cookies, Jeff Brown on Cybersecurity (Family Business Radio, Episode 69) Family Business Radio host Anthony Chen welcomes Meijah "Mimi" Lewis of Sugar Daddy Cookies and Jeff Brown of TakTik Technologies. Mimi shares how a pandemic kitchen idea became a fast-growing cookie brand, from landing a 4,000-cookie Amazon order to expanding […] The post Meijah Lewis on Sugar Daddy Cookies, Jeff Brown on Cybersecurity appeared first on Business RadioX ®.

Welcome to RIMScast. Your host is Justin Smulison, Business Content Manager at RIMS, the Risk and Insurance Management Society.   In this episode, Justin interviews Shawn Punancy, Sr. Manager, Enterprise Risk Management of Delta Air Lines, Inc. Justin and Shawn discuss her fascinating career history, disruption in the airline industry, Shawn's risk philosophy at Delta Airlines, and how her ERM team stays connected to the business while maintaining a long-term strategic view of risk.   Shawn will present two sessions with Lianne Appelt, the Head of Enterprise Risk Management at Salesforce, at the RIMS ERM Conference on November 17th and 18th in Seattle, Washington. Shawn shares some hints on what to expect from the sessions.   Listen for Shawn's view on the biggest opportunity right now for ERM professionals to elevate their impact across the enterprise.   Key Takeaways: [:01] About RIMS and RIMScast. [:15] The RIMS CRO Certificate Program in Advanced Enterprise Risk Management is our live virtual program led by the famous James Lam. Great news! A third cohort has been announced, from January through March 2026. [:32] Registration closes January 5th. Enroll now! A link is in this episode's show notes. [:40] About this episode of RIMScast. We are flying high today, with Shawn Punancy, the Manager of Enterprise Risk Management for Delta Air Lines, Inc. Buckle in for the many aviation puns you're going to hear during this episode! But first… [1:12] RIMS-CRMP Prep Workshops! The next RIMS-CRMP Prep Workshops will be held on October 29th and 30th and led by John Button. [1:24] The next RIMS-CRMP-FED Virtual Workshop will be held on November 11th and 12th and led by Joseph Mayo. Links to these courses can be found through the Certifications page of RIMS.org and through this episode's show notes. [1:41] RIMS Virtual Workshops! RIMS has launched a new course, “Intro to ERM for Senior Leaders.” It will be held again on November 4th and 5th and will be led by Elise Farnham. [1:56] On November 11th and 12th, Chris Hansen will lead “Fundamentals of Insurance”. It features everything you've always wanted to know about insurance but were afraid to ask. Fear not; ask Chris Hansen! RIMS members always enjoy deep discounts on the virtual workshops! [2:15] The full schedule of virtual workshops can be found on the RIMS.org/education and RIMS.org/education/online-learning pages. A link is also in this episode's notes. [2:26] RIMS Webinars! On October 30th, Swiss Re will present “Parametric Insurance: Providing Financial Certainty in Uncertain Times”. On November 6th, HUB will present “Geopolitical Whiplash — Building Resilient Global Risk Programs in an Unstable World”. [2:47] Register at RIMS.org/Webinars. [2:50] On with the show! Our guest today is the Manager of Enterprise Risk Management for Delta Air Lines, Inc. Her name is Shawn Punancy, and she has a fascinating career that I want to delve into today. [3:03] I also asked her to be on the show because she will have quite a presence at the RIMS ERM Conference 2025, which will be held on November 17th and 18th in Seattle, Washington. [3:14] On November 17th, at 11:45 a.m., she will be co-leading “Connections Count: Strategic Networking to Strengthen Risk Oversight.” On November 18th, at 9:00 a.m., she will co-lead “How Deep Should You Go?: Rightsizing Risk Assessment for Maximum Impact.” [3:33] In addition to learning about her fascinating career, I wanted to get a little preview of each of those sessions and learn a bit about her risk philosophy at Delta. Let's get to it! [3:44] Interview! Shawn Punancy, welcome to RIMScast! [3:53] Shawn Punancy is the ERM Senior Manager at Delta Air Lines, Inc. Shawn will be at the RIMS ERM Conference 2025, November 17th and 18th. Shawn has a fascinating career. [5:00] Shawn was an intelligence analyst at the U.S. DOD from 2011 to 2012, then moved to the CIA as a Senior Intelligence Analyst for seven years. [5:18] Shawn says it was great working at the CIA. She thinks there are very few places where you can work and have such broad awareness. Her year at the DOD was to prepare her to work at the CIA. [6:10] As an Analyst, Shawn worked in counter-terrorism, counter-narcotics, traditional political analysis, and leadership analysis. She did some targeting work, which is helpful for ERM. [6:27] After Shawn left the government, she worked briefly for a consulting firm in Atlanta, Georgia, doing business operating risk. She got word of a job in the Delta Corporate Safety and Security Division on the Intelligence and Risk Mitigation Team. [6:51] Shawn joined Delta, doing that for two years. She got to meet her Director, Eric Mai, whom she absolutely adores, and she's not just saying that because he may listen to this! Eric Mai introduced Shawn to the world of ERM. [7:07] Shawn started to see all the nexuses that existed between multiple different risks. Shawn says that working in corporate security on risk mitigation is like working at the DOD, but working in ERM is like working at the CIA. [7:42] Shawn was in high school on 9/11, and her mother was on a plane during the 9/11 attacks. Thankfully, she was not on a plane that was targeted on that terrible day. It left a lasting impression. [7:55] Shawn went on to study those types of events in International Affairs and Politics. That's how she got to her path in the government. Shawn is mission-driven and purposeful in her work. [8:42] Shawn applied to Delta when someone sent her a job posting. Shawn saw the posting and thought it looked like it was written for her. Shawn is thankful it worked out. [8:58] Shawn started as Program Manager for Intelligence and Risk Mitigation. She held that position for almost two years. In December of 2023, Shawn became Manager of ERM. The position did not exist before Shawn. ERM had been one person since 2019, when it was begun. [9:37] Eric Mai set up the ERM program. He realized that for it to continuously improve and grow, he needed another person. He went to bat for that role. Around the time it was posted, Eric came to Shawn and said that she might want to consider it, and he would love to have her apply. [9:57] Shawn is super grateful that Eric asked her. [10:13] Shawn says it is striking that ERM has played a small role in many companies. What if you don't know who that person is, or you're not engaging with that person? [10:53] Shawn has noticed that in several industries, the aviation industry included, everything is highly siloed. How does one ERM person get to everybody across the business? How do they make ERM relevant for the leadership and the board? [11:15] Something different could happen any day in the airline industry. Shawn says every day they get a notification from their Duty Director about what the day will look like. Some days, the system looks good: they're moving tens of thousands of people on several thousand flights. [11:33] Other days, there's a hurricane or something, or there is a strike somewhere that completely upends the day. It's a lively environment. [11:56] The American Airlines regional jet and helicopter crash in Washington, D.C. this year put a spotlight on Safety and Risk Managers to ensure they had the proper protocols in place and understood all the communication channels. They double-checked the protocols. [12:40] One thing Shawn loves about the airline industry is that safety is for everyone. There's no competition in safety. No one places blame. They come together to ensure that they are in the best position to continue to put safety first, not only for customers but also for all employees. [13:17] If Shawn had a mantra, it would be, You get further together than you do as an individual. She learned that from her time in Corporate Safety and Security and as an ERM professional. She could not do her job without relationships and connections across the company. [14:05] Shawn says Delta has a strong governance structure. The risk committee reports to the executive leadership team. ERM meets with the risk committee monthly to talk about what is coming up. ERM tracks that, so as risks build, they remember what was said months ago. [14:29] They prepare themselves for the known events of the next couple of months, such as an upcoming audit, an issue with plane manufacturers, or a suspected coming fleet delay. [14:53] ERM uses its governance structure to think through how to manage the risk, who is responsible, who is touched, what should be reported up to the leadership, and what can be managed at the business level. [15:07] Looking longer-term, ERM recently started talking directly to board members, asking for their perceptions about risk over the next three to five years. ERM also asks that question of the business leadership annually, to make sure management shares the same vision as the board. [15:38] ERM adds value by showing where those visions aligned, or if and when they diverged. Using that information helps inform the broader risk landscape. ERM uses that to engage the Strategy team with their annual goals and pillars; their Annual “Flight Plan.” [16:08] ERM shows the collected data on where risk lies to the Strategy Team and asks how it might affect the Flight Plan and the Five-Year Strategy. It's the role of ERM to highlight the risks they've identified through the forums they've engaged. [16:36] Shawn has two on her ERM team, including herself. Her team has strong relationships across Delta. That helps ERM to be a force multiplier. They lean on their colleagues to help stay aware, figure out the best direction to guide ERM efforts, and make an impact where possible. [17:24] Quick Break! RISKWORLD 2026 will be in Philadelphia, Pennsylvania, from May 3rd through the 6th. RIMS members can now lock in the 2025 rate for a full conference pass to RISKWORLD 2026 when you register by October 30th! [17:43] This also lets you enjoy earlier access to the RISKWORLD hotel block. Register by October 30th, and you will also be entered to win a $500 raffle! Do not miss out on this chance to plan and score some of these extra perks! [17:57] The members-only registration link is in this episode's show notes. If you are not yet a member, this is the time to join us! Visit RIMS.org/Membership and build your network with us here at RIMS! [18:09] Save the dates March 18th and 19th, 2026, for The RIMS Legislative Summit, which will be held in Washington, D.C. [18:17] Join us in Washington, D.C., for two days of Congressional Meetings, networking, and advocating on behalf of the risk management community. Visit RIMS.org/Advocacy for more information and updates and to register. [18:33] Let's return to our interview with Shawn Punancy of Delta Airlines! [19:12] In the heat of a crisis, Delta Airlines has a number of immediate or intermediate response teams that stand up. ERM is a part of those teams. They help inform the strategy for how Delta will respond. In the immediate aftermath, ERM is in listening mode. [19:25] ERM takes what they heard and goes on to support the strategic planning, moving forward. Business Continuity or Corporate Communications will handle the immediate feedback and response. [19:38] If it's likely to have a long-lasting impact on Delta, ERM will facilitate conversations among stakeholders across the enterprise to ensure that Delta has completely and cleanly exited the crisis and that they're on a good footing to avoid future crises of the same ilk. [20:05] One Final Break! As many of you know, the RIMS ERM Conference 2025 will be held on November 17th and 18th in Seattle, Washington. We recently had ERM Conference Keynote Speaker Dan Chuparkoff on the show. [20:23] He is back, just to deliver a quick message about what you can expect from his keynote on “AI and the Future of Risk.” Dan, welcome back to RIMScast! [20:34] Dan says, Greetings, RIMS members and the global risk community! I'm Dan Chuparkoff, AI expert and the CEO of Reinvention Labs. I'm delighted to be your opening keynote on November 17th, at the RIMS ERM Conference 2025 in Seattle, Washington. [20:49] Artificial Intelligence is fueling the next era of work, productivity, and innovation. There are challenges in navigating anything new. This is especially true for risk management, as enterprises adapt to shifting global policies, economic swings, and a new generation of talent. [21:07] We'll have a realistic discussion about the challenges of preparing for the future of AI. To learn more about my keynote, “AI and the Future of Risk Management,”  and how AI will impact Enterprise Risk Management for you, listen to my episode of RIMScast at RIMS.org/Dan. [21:26] Be sure to register for the RIMS ERM Conference 2025, in Seattle, Washington, on November 17th and 18th, by visiting the Events page on RIMS.org. I look forward to seeing you all there. [21:37] Justin thanks Dan and looks forward to seeing him again on November 17th and hearing all about the future of AI and risk management! [21:45] Let's Conclude Our Interview with One of the Presenters at the RIMS ERM Conference 2025, Shawn Punancy of Delta Airlines! [22:17] There are two opportunities to experience Shawn Punancy in person at the RIMS ERM Conference 2025, November 17th and 18th. She will be presenting with Lianne Appelt, the Head of Enterprise Risk Management at Salesforce: [22:47] Shawn says Lianne is the sweetest person she has ever met! Lianne is one of Justin's favorite people to work with on the Strategic Enterprise Risk Management Council. [23:24] On November 17th, at 11:45 a.m., Shawn and Lianne will present, “Connections Count: Strategic Networking to Strengthen Risk Oversight.” If you're a new risk professional or a rising star, and you want to get to the basics, this is the sort of session you attend. [24:05] Shawn gives the elevator pitch for the presentation. She says, if you understand anything about ERM, you understand that it's not something you can do alone. Having relationships across an enterprise is paramount to the success of any ERM program. [24:22] Figure out what opportunities exist to pursue those relationships. Annual or quarterly risk assessments are natural avenues for building relationships, but there are lots of others. Outside of formal structures, how can you engage people? [24:39] How can you use the data you've collected to drive conversations that may not otherwise exist? Those conversations inform you better and equip you better as an ERM professional as you get ready to present to your leadership team, audit committee, or board.  [25:42] Shawn has found that offering external information that may not otherwise be available to her stakeholders is a good way for her to go in and have a conversation.  [26:00] The information she offers is either something she's gotten from a vendor, or a risk source she has been tracking, or something ERM has done internally but hasn't publicized. She says, We have this piece of information we think is valuable to you. [26:20] Shawn finds that it's an incredible way to open doors, strengthen or start relationships, and use that to find a way to continue the conversation iteratively. It's been incredible for expanding who ERM talks to since Shawn has joined the team. [26:37] ERM already had a broad network, but looking for new opportunities has expanded it. [26:43] Shawn says Never let a good crisis or risk go to waste. ERM gets a daily bulletin of every news clip that mentions Delta. [27:00] ERM uses that as an opportunity to say, We've not engaged with you, but we saw this and it's something worth tracking at a more macro level on this other part of the spectrum. We'd love to talk to you about how the two pieces connect. [27:17] Some of that depends on company culture. Delta is one of those amazing places where you can email just about everybody and they will respond. That has been very helpful for Shawn. She knows that's not easily replicated everywhere. Shawn has also never met a stranger. [27:41] Understanding that ERM has value to add, whether it's relaying information or showing interconnections, there's a lot there, and people are usually responsive. [28:17] Talking to the board goes back to the relationships you have and the conversations you've had. If you're talking to the right people throughout the year, who have access to significant board member concerns, use that to help craft your story. [28:37] Shawn says pairing the insight you've gotten from those relationships with the data you have in your program helps drive a compelling narrative. [28:56] On November 18th, at 9:00 a.m., Shawn and Lianne will present an advanced-level session, “How Deep Should You Go?: Rightsizing Risk Assessments for Maximum Impact,” tailoring risk assessments to organizational maturity. [29:21] Shawn says it's a mistake for an ERM group not to understand what they have at their disposal in terms of data or stakeholders. Everything doesn't work for everybody. [29:28] You don't need a major, formalized 16-step assessment process when you're a new and burgeoning program. An older, more established program doesn't need something overly complex that doesn't match your company culture. [29:45] Shawn says she has been doing ERM for just shy of two years, so she's not the foremost expert in the room. She likes to rely on her historical experience of taking a bunch of data and talking to a lot of people, collecting intel, and figuring out what the story is. [30:02] Shawn is super passionate about this. With the 8,000 ways you can do a risk assessment, it's so important to consider some specific factors that will help you to have a stronger impact when you do the assessment. Shawn will save those for the presentation. [30:55] Shawn says she firmly believes the biggest opportunity for ERM professionals is to find and communicate that interconnected risk. We hear it everywhere. Justin points out that a paper on “Understanding Interconnected Risks” is in this episode's show notes. [31:13] Shawn thinks that's the biggest opportunity for ERM. Many teams have their risk evaluation silos. Having someone come in and show how A is connected to D, is connected to X, is the next step and the game-changer for a lot of teams. [31:38] Justin says, I'm looking forward to meeting you in person, and I'm so glad that you're going to be delivering the two sessions, Monday, November 17th, and Tuesday, November 18th! It was a pleasure to meet you! [32:08] Shawn is very thankful for this opportunity and super excited about talking about this content, partnering with Lianne, and meeting the broader RIMS community. [32;21] Special thanks again to Shawn Punancy of Delta Airlines for joining us here on RIMScast! Be sure to catch her presentations on November 17th and 18th at the RIMS ERM Conference 2025 in Seattle, Washington. [32:27] A link to the agenda is in this episode's show notes. Register today, we want to see you there! [32:43] Plug Time! You can sponsor a RIMScast episode for this, our weekly show, or a dedicated episode. Links to sponsored episodes are in the show notes. [33:11] RIMScast has a global audience of risk and insurance professionals, legal professionals, students, business leaders, C-Suite executives, and more. Let's collaborate and help you reach them! Contact pd@rims.org for more information. [33:28] Become a RIMS member and get access to the tools, thought leadership, and network you need to succeed. Visit RIMS.org/membership or email membershipdept@RIMS.org for more information. [33:45] Risk Knowledge is the RIMS searchable content library that provides relevant information for today's risk professionals. Materials include RIMS executive reports, survey findings, contributed articles, industry research, benchmarking data, and more. [34:01] For the best reporting on the profession of risk management, read Risk Management Magazine at RMMagazine.com. It is written and published by the best minds in risk management. [34:15] Justin Smulison is the Business Content Manager at RIMS. Please remember to subscribe to RIMScast on your favorite podcasting app. You can email us at Content@RIMS.org. [34:27] Practice good risk management, stay safe, and thank you again for your continuous support!   Links: RIMS ERM Conference 2025 — Nov. 17‒18 RIMS-CRO Certificate Program In Advanced Enterprise Risk Management | Jan‒March 2026 Cohort | Led by James Lam RISK PAC | RIMS Advocacy | RIMS Legislative Summit SAVE THE DATE — March 18‒19, 2026 RISKWORLD 2026 — Members-only early registration through Oct 30! RIMS-Certified Risk Management Professional (RIMS-CRMP) The Strategic and Enterprise Risk Center RIMS Diversity Equity Inclusion Council RIMS Risk Management magazine | Contribute RIMS Now RIMS Professional Report: “Understanding Interconnected Risks” Upcoming RIMS Webinars: RIMS.org/Webinars “Parametric Insurance: Providing Financial Certainty in Uncertain Times” | Oct. 30, 2025 | Sponsored by Swiss Re “Geopolitical Whiplash — Building Resilient Global Risk Programs in an Unstable World” | Nov. 6 | Sponsored by Hub   Upcoming RIMS-CRMP Prep Virtual Workshops: RIMS-CRMP Virtual Exam Prep — Oct. 29‒30, 2025 RIMS-CRMP-FED Exam Prep Virtual Workshop — November 11‒12 Full RIMS-CRMP Prep Course Schedule “Intro to ERM for Senior Leaders” | Nov. 4‒5 | Instructor: Elise Farnham “Fundamentals of Insurance” | Nov. 11‒12 | Instructor: Chris Hansen “Leveraging Data and Analytics for Continuous Risk Management (Part I)” | Dec 4. See the full calendar of RIMS Virtual Workshops RIMS-CRMP Prep Workshops   Related RIMScast Episodes about ERM: “AI and the Future of Risk with Dan Chuparkoff” (RIMS ERM Conference Keynote) “Tom Brandt on Growing Your Career and Organization with ERM” “James Lam on ERM, Strategy, and the Modern CRO” “ERM, Retail, and Risk with Jeff Strege” “Bigger Risks with the Texas State Office of Risk Management” | Sponsored By Hillwood “ERMotivation with Carrie Frandsen, RIMS-CRMP” “Live from the ERM Conference 2024 in Boston!” “Risk Quantification Through Value-Based Frameworks”   Sponsored RIMScast Episodes: “Cyberrisk: Preparing Beyond 2025” | Sponsored by Alliant (New!) “The New Reality of Risk Engineering: From Code Compliance to Resilience” | Sponsored by AXA XL “Change Management: AI's Role in Loss Control and Property Insurance” | Sponsored by Global Risk Consultants, a TÜV SÜD Company “Demystifying Multinational Fronting Insurance Programs” | Sponsored by Zurich “Understanding Third-Party Litigation Funding” | Sponsored by Zurich “What Risk Managers Can Learn From School Shootings” | Sponsored by Merrill Herzog “Simplifying the Challenges of OSHA Recordkeeping” | Sponsored by Medcor “Risk Management in a Changing World: A Deep Dive into AXA's 2024 Future Risks Report” | Sponsored by AXA XL “How Insurance Builds Resilience Against An Active Assailant Attack” | Sponsored by Merrill Herzog “Third-Party and Cyber Risk Management Tips” | Sponsored by Alliant   RIMS Publications, Content, and Links: RIMS Membership — Whether you are a new member or need to transition, be a part of the global risk management community! RIMS Virtual Workshops On-Demand Webinars RIMS-Certified Risk Management Professional (RIMS-CRMP) RISK PAC | RIMS Advocacy RIMS Strategic & Enterprise Risk Center RIMS-CRMP Stories — Featuring RIMS President Kristen Peed!   RIMS Events, Education, and Services: RIMS Risk Maturity Model®   Sponsor RIMScast: Contact sales@rims.org or pd@rims.org for more information.   Want to Learn More? Keep up with the podcast on RIMS.org, and listen on Spotify and Apple Podcasts.   Have a question or suggestion? Email: Content@rims.org.   Join the Conversation! Follow @RIMSorg on Facebook, Twitter, and LinkedIn.   About our guest: Shawn Punancy, Sr. Manager, Enterprise Risk Management of Delta Air Lines, Inc.   Production and engineering provided by Podfly.  

In this episode, Jeffrey encourages leaders not to try to solve for every edge case and to focus on the fundamentals.Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

In this episode, Jeffrey begins a series on the CMDB, emphasizing the relationships between Change and Config (CMDB)Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

In this episode of IGEL Weekly, Andy Whiteside sits down with Chris Feeney from IGEL's Office of the CTO to explore a critical, often overlooked element of disaster recovery—endpoint resilience. They unpack how IGEL is addressing business continuity challenges with innovative solutions like IGEL Dual Boot and USB Recovery, enabling organizations to recover in minutes rather than days.Chris shares insights into the growing importance of securing endpoints amid rising ransomware threats and operational disruptions like the recent CrowdStrike incident. The conversation dives into:Why most organizations fail to plan for endpoint-level recoveryHow IGEL's dual-boot architecture bridges the gap between prevention and recoveryReal-world examples of minimizing downtime during breaches and outagesThe future of endpoint strategy as SaaS, browsers, and cloud PCs reshape IT infrastructureTune in to learn how IGEL is redefining endpoint continuity and setting a new standard for security and business resilience.

In this episode, Jeffrey tells a story from his past. It appeals to all aspects of service delivery.Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

In this episode, Jeffrey uses a corollary in project management to emphasize why service management leaders should invest in people and processesEach week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

In this episode of "Confessions of a Terrible Leader," Mary Skop and Layci Nelson tackle pressing leadership challenges, particularly the CEO succession crisis and declining leadership pipelines. They differentiate between vision casting and operational skills, arguing that an overemphasis on the latter hinders the development of strategic leaders.Layci stresses the critical need for robust internal succession planning, advocating against relying solely on external hires due to potential cultural misalignment and loss of institutional knowledge. They passionately promote nurturing internal talent through comprehensive leadership development programs that foster innovative thinking, adaptability, and emotional intelligence, alongside clear pathways for advancement.Ultimately, they conclude that effective leadership succession is an ongoing, culturally embedded process requiring strategic commitment and investment in human capital. The future success of any organization depends on its ability to cultivate strong, resilient, and visionary leaders from within.

Healthcare cybersecurity stands at an inflection point. Traditional compliance frameworks are proving inadequate in the face of sophisticated threats targeting patient data, clinical operations, and connected medical devices. Robert Eikel, CISO at P-n-T Data Corp., brings unique expertise from government service, financial services, and pediatric healthcare to discuss how leading organizations are evolving beyond checklist security. We'll explore the new frontlines of healthcare cyber defense—identity, integrity, and interoperability—while examining how emerging technologies like AI and quantum computing are reshaping the threat landscape.Moving from periodic compliance to continuous confidence through identity-centric, integrity-focused defense strategiesProtecting clinical workflows and patient safety while maintaining secure interoperability across healthcare ecosystemsPreparing cybersecurity programs for AI-powered threats, quantum risks, and next-generation healthcare technologiesTransforming cybersecurity governance from IT overhead to strategic business enablerRobert Eikel, Chief Information Security Officer, P-n-T Data Corp.Megan Antonelli, Founder & CEO, HealthIMPACT Live

In this episode, Jeffrey discusses ServiceNow Best Practices from RedRiver.com, Part 3Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

In this episode, Jeffrey discusses the ITSM.tools blog on best practices for user experienceEach week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

During this episode, Dr. Andrea Limbago, SVP of Applied AI at Interos, joins Santosh to discuss the evolving landscape of supply chain risk management. The conversation explores the intersection of AI, cybersecurity, and geopolitics, highlighting recent high-profile supply chain disruptions and the growing complexity of global risks. Key topics include the importance of multi-source redundancy over single-source suppliers, the need to detect current risks while building predictive capabilities for the future, and the value of continuous verification of suppliers. Listeners will gain practical insights on how organizations can build resilience, leverage technology, and foster collaboration to better prepare for and respond to supply chain threats. You won't want to miss this great conversation.Highlights from their conversation include:Previewing Today's Topic and interos.ai (0:51)Andrea Background and Career Path (3:00)Defining Applied AI and Its Role in Supply Chain (4:19)Major Supply Chain Disruptions and Geopolitical Risks (6:06)Are We More at Risk for Future Supply Chain Attacks? (9:14)Leading Indicators and Data Challenges in Supply Chain (10:52)Supplier Visibility and Risk Tolerance Strategies (13:24)Simulation and Scenario Planning for Supply Chain Resilience (16:20)Cyber-Physical Weak Spots in Supply Chains (18:10)Hardening Supplier Processes and Cybersecurity Collaboration (20:55)Business Continuity and Employee Transitions (22:29)Quantifying and Managing Supply Chain Resilience (23:34)Rapid-Fire “This or That” Segment and Key Takeaways (24:50)Final Thoughts and Episode Wrap-Up (26:21)Dynamo is a VC firm led by supply chain and mobility specialists that focus on seed-stage, enterprise startups.Find out more at: https://www.dynamo.vc/ Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

In this episode, Jeffrey discusses ServiceNow Best Practices from RedRiver.com, Part 2Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

In this episode, Jeffrey discusses why many organizations choose not to transition to ITIL4Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

In this episode, Jeffrey discusses ServiceNow Best Practices from RedRiver.com, Part 1Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

In this episode, Jeffrey discusses why we should avoid thinking of service management in just tool termsEach week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

In this episode, Jeffrey discusses the need for a clear visionEach week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

In this episode, Jeffrey discusses why we need to not fall into the same trap and rely heavily on technologyEach week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

In this episode, Jeffrey discusses Target Operating Models. Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

How do you keep a computer running non-stop? This week Technology Now explores the world of fault tolerant computing. We dive into how fault tolerance works, what industries use it, and why such a useful form of computing isn't as ubiquitous as we might expect. Casey Taylor, Vice President and General Manager HPE Nonstop Compute tells us more. This is Technology Now, a weekly show from Hewlett Packard Enterprise. Every week, hosts Michael Bird and Aubrey Lovell look at a story that's been making headlines, take a look at the technology behind it, and explain why it matters to organizations.About Casey Taylor: https://www.linkedin.com/in/getcaseytaylorOur previous episode with Casey: https://hpe.lnk.to/missioncriticalfaSources:https://edition.cnn.com/2024/07/24/tech/crowdstrike-outage-cost-causehttps://edition.cnn.com/2024/07/24/tech/crowdstrike-outage-cost-causehttps://www.kovrr.com/reports/the-uk-cost-of-the-crowdstrike-incidenthttps://science.nasa.gov/mission/voyager/mission-overview/https://science.nasa.gov/mission/voyager/where-are-voyager-1-and-voyager-2-now/A. Avizienis, G. C. Gilley, F. P. Mathur, D. A. Rennels, J. A. Rohr and D. K. Rubin, "The STAR (Self-Testing And Repairing) Computer: An Investigation of the Theory and Practice of Fault-Tolerant Computer Design," in IEEE Transactions on Computers, vol. C-20, no. 11, pp. 1312-1321, Nov. 1971, doi: 10.1109/T-C.1971.223133. https://www.cs.unc.edu/~anderson/teach/comp790/papers/Siewiorek_Fault_Tol.pdf

In this episode, Jeffrey the need to continue to build capabilitiesEach week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

In this episode, Jeffrey discusses why 88% of transformations fail. Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

In this episode, Jeffrey discusses three changes in ITIL4 from ITILv3Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

In this episode, Jeffrey discusses the Kyndryl People Readiness Report, Part 4. Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

We know that too often, business continuity and resilience teams are small. Often, we're a "team of one".  So how can we leverage resources within the organization to help further our work? This week's guest says it's by using Business Continuity Champions.   Hello everyone and welcome to Episode 198 of the Resilient Journey Podcast, presented by Anesis Consulting Group!   This week, we get tactical as we welcome Bonnie Donovan, a resilience professional with over twenty years of experience. Bonnie is well-versed at deploying teams of Business Continuity Champions and she shares some tips and insights for doing it right.   She and Mark talk about what makes a good champion, how to encourage them to take ownership and help them understand the value of resilience.   Bonnie explains the importance of leveraging their subject matter expertise and knowledge of the business.   This is: How to Use Business Continuity Champions   Be sure to follow The Resilient Journey!  We sure do appreciate it! Want to learn more about Mark? Click here or on LinkedIn or Twitter. Special thanks to Bensound for the music.  

While I discuss often how I prepared for an emergency while working in the World Trade Center I, of course, did not anticipate anything happening that would threaten my life. However, when a major emergency occurred, I was in fact ready. I escaped and survived. Since September 11, 2001, I have met many people who in one way or another work to help others plan for emergencies. Sometimes these people are taken seriously and, all too often, they are ignored.   I never truly understood the difference between emergency preparedness and business continuity until I had the opportunity to have this episode's guest, Chris Miller, on Unstoppable Mindset. I met Chris as a result of a talk I gave in October 2024 at the conference on Resilience sponsored in London England by the Business Continuity Institute.   Chris was born and lived in Australia growing up and, in fact, still resides there. After high school she joined the police where she quickly became involved in search and rescue operations. As we learn, she came by this interest honestly as her father and grandfather also were involved in one way or another in law enforcement and search and rescue.   Over time Chris became knowledgeable and involved in training people about the concept of emergency preparedness.   Later she expanded her horizons to become more involved in business continuity. As Chris explains it, emergency preparedness is more of a macro view of keeping all people safe and emergency preparedness aware. Business Continuity is more of a topic that deals with one business at a time including preparing by customizing preparedness based on the needs of that business.   Today Chris is a much sought after consultant. She has helped many businesses, small and large, to develop continuity plans to be invoked in case of emergencies that could come from any direction.     About the Guest:   Chris has decades of experience in all aspects of emergency and risk management including enterprise risk management. For 20 years, she specialised in ‘full cycle' business continuity management, organisational resilience, facilitating simulation exercises and after-action reviews.   From January 2022 to July 2024, Chris worked as a Short-Term Consultant (STC) with the World Bank Group in Timor-Leste, the Kingdom of Eswatini (formerly Swaziland) and the South Asia Region (SAR) countries – Bhutan, Bangladesh, Nepal, India, Sri Lanka, Myanmar, and Thailand.   Other clients have ranged in size from 2 to more than 100,000 employees. She has worked with large corporates such as NewsCorp; not for profits; and governments in Australia and beyond.   Chris has received several awards for her work in business continuity and emergency management. Chris has presented at more than 100 conferences, facilitated hundreds of workshops and other training, in person and virtually. In 2023, Chris became the first woman to volunteer to become National President and chair the Board of the Australasian Institute of Emergency Services (AIES) in its soon to be 50-year history.   Ways to connect with Chris:   https://b4crisis.com.au/ https://www.linkedin.com/in/chrismillerb4crisis/ with 10+K followers https://x.com/B4Crisis with 1990 followers     About the Host:   Michael Hingson is a New York Times best-selling author, international lecturer, and Chief Vision Officer for accessiBe. Michael, blind since birth, survived the 9/11 attacks with the help of his guide dog Roselle. This story is the subject of his best-selling book, Thunder Dog.   Michael gives over 100 presentations around the world each year speaking to influential groups such as Exxon Mobile, AT&T, Federal Express, Scripps College, Rutgers University, Children's Hospital, and the American Red Cross just to name a few. He is Ambassador for the National Braille Literacy Campaign for the National Federation of the Blind and also serves as Ambassador for the American Humane Association's 2012 Hero Dog Awards.   https://michaelhingson.com https://www.facebook.com/michael.hingson.author.speaker/ https://twitter.com/mhingson https://www.youtube.com/user/mhingson https://www.linkedin.com/in/michaelhingson/   accessiBe Links https://accessibe.com/ https://www.youtube.com/c/accessiBe https://www.linkedin.com/company/accessibe/mycompany/ https://www.facebook.com/accessibe/       Thanks for listening!   Thanks so much for listening to our podcast! If you enjoyed this episode and think that others could benefit from listening, please share it using the social media buttons on this page. Do you have some feedback or questions about this episode? Leave a comment in the section below!   Subscribe to the podcast   If you would like to get automatic updates of new podcast episodes, you can subscribe to the podcast on Apple Podcasts or Stitcher. You can subscribe in your favorite podcast app. You can also support our podcast through our tip jar https://tips.pinecast.com/jar/unstoppable-mindset .   Leave us an Apple Podcasts review   Ratings and reviews from our listeners are extremely valuable to us and greatly appreciated. They help our podcast rank higher on Apple Podcasts, which exposes our show to more awesome listeners like you. If you have a minute, please leave an honest review on Apple Podcasts.       Transcription Notes:   Michael Hingson ** 00:00 Access Cast and accessiBe Initiative presents Unstoppable Mindset. The podcast where inclusion, diversity and the unexpected meet. Hi, I'm Michael Hingson, Chief Vision Officer for accessiBe and the author of the number one New York Times bestselling book, Thunder dog, the story of a blind man, his guide dog and the triumph of trust. Thanks for joining me on my podcast as we explore our own blinding fears of inclusion unacceptance and our resistance to change. We will discover the idea that no matter the situation, or the people we encounter, our own fears, and prejudices often are our strongest barriers to moving forward. The unstoppable mindset podcast is sponsored by accessiBe, that's a c c e s s i capital B e. Visit www.accessibe.com to learn how you can make your website accessible for persons with disabilities. And to help make the internet fully inclusive by the year 2025. Glad you dropped by we're happy to meet you and to have you here with us. . Well, hi everyone, and I want to welcome you to unstoppable mindset where inclusion, diversity and the unexpected meet, and today, I guess we get to talk about the unexpected, because we're going to be chatting with Chris Miller. Chris is in Australia and has been very heavily involved in business continuity and emergency management, and we'll talk about all that. But what that really comes down to is that she gets to deal with helping to try to anticipate the unexpected when it comes to organizations and others in terms of dealing with emergencies and preparing for them. I have a little bit of sympathy and understanding about that myself, as you all know, because of the World Trade Center, and we got to talk about it in London last October at the Business Continuity Institute, which was kind of fun. And so we get to now talk about it some more. So Chris, welcome to unstoppable mindset. We're glad you're here.   Chris Miller ** 02:22 Oh, thanks very much, Michael, and I was very impressed by your presentation, because in the emergency space, preparedness is everything that is the real return on investment. So you were wonderful case study of preparedness.   Michael Hingson ** 02:37 Well, thank you. Now I forget were you there or were you listening or watching virtually.   Chris Miller ** 02:42 I was virtual that time. I have been there in person for the events in London and elsewhere. Sometimes they're not in London, sometimes in Birmingham and other major cities, yeah, but yeah, I have actually attended in person on one occasion. So it's a long trip to go to London to go.   Michael Hingson ** 03:03 Yeah, it is. It's a little bit of a long trip, but still, it's something that, it is a subject worth talking about, needless to say,   Chris Miller ** 03:13 Absolutely, and it's one that I've been focusing on for more than 50 years.   Michael Hingson ** 03:18 Goodness, well, and emergencies have have been around for even longer, but certainly we've had our share of emergencies in the last 50 years.   Chris Miller ** 03:30 Sure have in your country and mine, yeah.   Michael Hingson ** 03:34 Well, let's start maybe, as I love to do, tell us a little bit about the early Chris growing up and all that sort of stuff that's funny to talk about the early days.   Chris Miller ** 03:47 Well, I came from a family that loved the mountains, and so it was sort of natural that I would sort of grow up in the mountains close to where I was born, in Brisbane and southeast Queensland. And we have a series of what we call coastal ranges, or border ranges, between Queensland and New South Wales, which are two of the largest states in Australia. And so I spent a lot of time hunting around there. So I sort of fell into emergency management just by virtue of my parents love of the mountains and my familiarity with them and and then I joined the police, and in no time at all, I was training other people to do search and rescues. And that was me in the early days.   Michael Hingson ** 04:31 What got you involved in dealing with search and rescue?   Chris Miller ** 04:36 Oh, it was volunteer in those days. It still is now actually with the State Emergency Service, but it's sort of become more formalized. It used to be sort of, you know, friends and family and people that knew the territory would help out from somebody managed to get themselves a bit tangled up some of those coastal ranges, even to this day, I. You can't use GPS because it's rain forest, and so the rain forest canopy is so dense that you'd have to cut trees down, and it's a national park, you can't do that and or climb the tree. Good luck with that one. You still can't get satellite coverage, so you actually have to know the country. But what?   Michael Hingson ** 05:24 What caused you to actually decide to take that up or volunteer to do that? That's, you know, pretty, pretty interesting, I would think, but certainly something that most people don't tend to do.   Chris Miller ** 05:38 Well, my family's interest in there. My parents have always been very community minded, so, you know, and it's the Australian way, if someone needs help and you can help, you throw them do so,   Michael Hingson ** 05:51 okay, that makes sense. So you joined the police, and you got very much involved in in dealing with search and rescue. And I would presume, knowing you, that you became pretty much an expert in it as much as one can.   Chris Miller ** 06:06 Oh, well, I wouldn't be so reckless as to say experts, because there's always so much to learn. And, yeah, and the systems keep changing. I mean, with GPS and and, for instance, in the early days of search and rescue helicopters were a rare treat. Now they're sort of part of the fabric of things. And now there's drones, and there's all sorts of high tech solutions that have come into the field in the lengthy time that I've been involved in. It's certainly not just ramping around the bush and hoping to find someone it's a lot more complex, but   Michael Hingson ** 06:41 as you but as you pointed out, there are still places where all the tech in the world isn't necessarily going to help. Is it   Chris Miller ** 06:52 exactly and interestingly, my mother in her teenage years, was involved with a fellow called Bernard O'Reilly, and he did a fantastic rescue of a plane crash survivors and and he he claimed that he saw a burnt tree in the distance. Well, I've stood on the Rift Valley where he claimed to see the burnt tree, and, my goodness, he's also it must have been better than mine, because it's a long way, but he was a great believer in God, and he believed that God led him to these people, and he saved them. And it's fascinating to see how many people, over the years, have done these amazing things. And Bernard was a very low key sort of fellow, never one to sort of see publicity, even though he got more than He probably wanted. And they've been television series and movies and, goodness knows, books, many books written about this amazing rescue. So I sort of grew up with these stories of these amazing rescues. And my father came from Tasmania, where his best friend David ended up mountain rescue. So I sort of was born into it. It was probably in my genes, and it just no escaping   Michael Hingson ** 08:12 you came into it naturally, needless to say, so that just out of curiosity, you can answer or not. But where does all of this put you in terms of believing in God,   Chris Miller ** 08:25 oh, well, there's probably been points in my life where I've been more of a believer than ever.   Michael Hingson ** 08:33 Yeah. Well, there. There are a lot of things that happen that often times we we seem not to be able to explain, and we we chalk it up to God's providence. So I suppose you can take that as you will. I've talked about it before on unstoppable mindset, but one of my favorite stories of the World Trade Center on September 11 was a woman who normally got up at seven every morning. She got up, got dressed, went to the World Trade Center where she worked. I forget what floor she was on, but she was above where the planes would have hit, and did hit. But on this particular day, for some reason, she didn't set her alarm to go off at 7am she set it accidentally to go off at 7pm so she didn't get up in time, and she survived and wasn't in the World Trade Center at all. So what was that? You know, they're just so many stories like that, and it, it certainly is a reason to keep an open mind about things nevertheless,   Chris Miller ** 09:39 well, and I've also worked with a lot of Aboriginal people and with the World Bank, with with other people that have, perhaps beliefs that are different to what we might consider more traditional beliefs in Western society. And it's interesting how their spirituality their belief system. Yeah. Has often guided them too soon.   Michael Hingson ** 10:03 Well, there's, there's something to be said for that. Needless to say, well, so you, did you go to college? Or did you go out of whatever high school type things and then go into the police? Or what?   Chris Miller ** 10:18 Um, yes, I joined the police from high school, I completed my high school graduation, as you call it in America, police academy, where in Brisbane, Oxley and then the Queensland Police Academy, and subsequent to that, I went to university part time while I was a police officer, and graduated and so on and so   Michael Hingson ** 10:41 on. So you eventually did get a college degree.   10:45 True, okay,   Michael Hingson ** 10:48 well, but you were also working, so that must have been pretty satisfying to do,   Chris Miller ** 10:55 but, but it was tricky to especially when you're on shift work trying to going to excuse me, study and and hold on a more than full time job?   Michael Hingson ** 11:09 Yeah, had to be a challenge. It was,   Chris Miller ** 11:13 but it was worth it and, and I often think about my degree and the learnings I did psychology and sociology and then how it I often think a university degree isn't so much the content, it's it's the discipline and the and the analysis and research and all the skills that you Get as part of the the process. It's important.   Michael Hingson ** 11:42 Yeah, I agree. I think that a good part of what you do in college is you learn all about analysis, you learn about research, you learn about some of these things which are not necessarily talked about a lot, but if you you do what you're supposed to do. Well those are, are certainly traits that you learn and things that you you develop in the way of tools that can help you once you graduate,   Chris Miller ** 12:13 absolutely and continue to be valuable and and this was sort of reinforced in the years when I was post graduate at the University of Queensland, and was, was one of the representatives on the arts faculty board, where we spend a lot of time actually thinking about, you know, what is education? What are we trying to achieve here? Not just be a degree factory, but what are we actually trying to share with the students to make them better citizens and contribute in various ways.   Michael Hingson ** 12:50 Yeah, I know that last year, I was inducted as an alumni member of the Honor Society, phi, beta, kappa, and I was also asked to deliver the keynote speech at the induction dinner for all of the the students and me who were inducted into phi, Beta Kappa last June. And one of the things that I talked about was something that I've held dear for a long time, ever since I was in college, a number of my professors in physics said to all of us, one of the things that you really need to do is to pay attention to details. It isn't enough to get the numeric mathematical answer correct. You have to do things like get the units correct. So for example, if you're talking about acceleration, you need to make sure that it comes out meters per second squared. It isn't just getting a number, but you've got to have the units and other things that that you deal with. You have to pay attention to the details. And frankly, that has always been something that has stuck with me. I don't, and I'm sure that it does with other people, but it's always been something that I held dear, and I talked about that because that was one of the most important things that I learned out of college, and it is one of the most important things that helped me survive on September 11, because it is all about paying attention to the details and really learning what you can about whatever you need to learn, and making sure that you you have all the information, and you get all the information that you can   Chris Miller ** 14:34 absolutely and in the emergency space, it's it's learning from what's happened and right, even Though many of the emergencies that we deal with, sadly, people die or get badly injured or significant harm to their lives, lifestyle and economy and so on, I often think that the return for them is that we learn to do better next. Time that we capture the lessons and we take them from just lessons identified to lessons learned, where we make real, significant changes about how we do things. And you've spoken often about 911 and of course, in Australia, we've been more than passingly interested in what the hell happened there. Yeah, in terms of emergency management too, because, as I understand it, you had 20, 479, months of fire fighting in the tunnels. And of course, we've thought a lot about that. In Australia, we have multi story buildings in some of our major cities. What if some unpleasant people decided to bring some of them down? They would be on top of some of our important infrastructure, such as Metro tunnels and so on. Could we manage to do 20, 479, months of fire fighting, and how would that work? Do we have the resources? How could we deploy people to make that possible? So even when it isn't in your own country, you're learning from other people, from agencies, to prepare your country and your situation in a state of readiness. Should something unpleasant   Michael Hingson ** 16:16 happen? I wonder, speaking of tunnels, that's just popped into my head. So I'll ask it. I wonder about, you know, we have this war in the Middle East, the Israeli Hamas war. What have we learned about or from all of the tunnels that Hamas has dug in in Gaza and so on? What? What does all that teach us regarding emergency preparedness and so on, or does it   Chris Miller ** 16:46 presently teaches us a lot about military preparedness. And you know, your your enemy suddenly, suddenly popping up out of the out of the under underground to take you on, as they've been doing with the idea as I understand it,   Michael Hingson ** 17:03 yeah. But also,   Chris Miller ** 17:06 you know, simplistic solutions, like some people said, Well, why don't you just flood the tunnels and that'll deal with them. Except the small problem is, if you did that, you would actually make the land unlivable for many years because of salination. So it just raises the questions that there are no simple solutions to these challenging problems in defense and emergency management. And back to your point about detail, you need to think about all your options very carefully. And one of the things that I often do with senior people is beware of one track thinking. There is no one solution to any number of emergencies. You should be thinking as broadly as possible and bringing bringing in the pluses and minuses of each of those solutions before you make fairly drastic choices that could have long term consequences, you know, like the example of the possible flooding of the tunnel, sounds like a simple idea and has some appeal, but there's lots of downsides to   Michael Hingson ** 18:10 much less, the fact that there might very well be people down there that you don't want to see, perishes,   Chris Miller ** 18:20 yeah, return to their families. I'm sure they'd like that. And there may be other people, I understand that they've been running medical facilities and doing all sorts of clever things in the tunnel. And those people are not combatants. They're actually trying to help you, right?   Michael Hingson ** 18:37 Yeah, so it is one of those things that really points out that no solutions are necessarily easy at all, and we need to think pretty carefully about what we do, because otherwise there could be a lot of serious problems. And you're right   Chris Miller ** 18:55 exactly, and there's a lot of hard choices and often made hastily in emergency management, and this is one of the reasons why I've been a big defender of the recovery elements being involved in emergency management. You need to recovery people in the response activities too, because sometimes some of the choices you make in response might seem wonderful at the time, but are absolutely devastating in the recovery space, right?   Michael Hingson ** 19:25 Do you find that when you're in an emergency situation that you are afraid, or are you not afraid? Or have you just learned to control fear, and I don't mean just in a in a negative way, but have you learned to control sphere so that you use it as a tool, as opposed to it just overwhelming you.   Chris Miller ** 19:49 Yeah, sometimes the fee sort of kicks in afterwards, because often in the actual heat of the moment, you're so focused on on dealing with the problem. Problem that you really don't have time to be scared about it. Just have to deal with it and get on to next problem, because they're usually coming at you in a in a pretty tsunami like why? If it's a major incident, you've got a lot happening very quickly, and decisions need to be made quickly and often with less of the facts and you'd like to have at your fingertips to make some fairly life changing decisions for some people. But I would think what in quite tricky,   Michael Hingson ** 20:33 yeah, but I would think what that means is that you learn to control fear and not let it overwhelm you, but you learn that, yeah, it's there, but you use it to aid you, and you use it to help move you to make the decisions as best you can, as opposed to not being able to make decisions because you're too fearful,   Chris Miller ** 21:00 right? And decision paralysis can be a real issue. I remember undertaking an exercise some years back where a quite senior person called me into his office when it was over, was just tabletop, and he said, I'm not it. And I went. He said, I'm not really a crisis manager. I'm good in a business as usual situation where I have all the facts before me, and usually my staff have had weeks, months to prepare a detailed brief, provide me with options and recommendations I make a sensible decision, so I'm not really good on the fly. This is not me and and that's what we've been exercising. Was a senior team making decisions rather quickly, and he was mature enough person to realize that that wasn't really his skill set,   Michael Hingson ** 21:55 his skill set, but he said,   Chris Miller ** 21:59 he said, but I've got a solution. Oh, good, my head of property. Now, in many of the businesses I've worked with, the head of property, it HR, work, health and safety, security, all sorts of things go wrong in their day. You know, they can, they can come to the office and they think they're going to do, you know, this my to do list, and then all of a sudden, some new problem appears that they must deal with immediately. So they're often really good at dealing with whatever the hell today's crisis is. Now, it may not be enough to activate business continuity plan, but it's what I call elasticity of your business as usual. So you think you're going to be doing X, but you're doing x plus y, because something's happened, right? And you just reach out and deal with it. And those people do that almost on a daily basis, particularly if it's a large business. For instance, I worked with one business that had 155 locations in Australia? Well, chances are something will go wrong in one of those 155 locations in any given day. So the property manager will be really good at dealing, reaching out and dealing with whatever that problem is. So this, this senior colleague said, Look, you should make my property manager the chair of this group, and I will hand over delegations and be available, you know, for advice. But he should leave it because he's very good on the fly. He does that every day. He's very well trained in it by virtue of his business as usual, elasticity, smart move. And   Michael Hingson ** 23:45 it worked out,   Chris Miller ** 23:47 yes, yeah, we exercised subsequently. And it did work because he started off by explaining to his colleagues his position, that the head of property would step up to the plate and take over some more senior responsibilities during a significant emergency.   Michael Hingson ** 24:06 Okay, so how long were you with the police, and what did you do after that?   Chris Miller ** 24:17 With the police at nearly 17 years in Queensland, I had a period of operational work in traffic. I came from family of motorcycle and car racing type people, so yeah, it was a bit amusing that I should find my way there. And it actually worked out while I was studying too, because I had a bit of flexibility in terms of my shift rostery. And then when I started my masters, excuse me, my first masters, I sort of got too educated, so I had to be taken off operational policing and put the commissioner office. Hmm.   Michael Hingson ** 25:01 And what did you do there the commissioner's office?   Chris Miller ** 25:05 Yes. So I was much more involved in strategic planning and corporate planning and a whole lot of other moves which made the transition from policing actually quite easy, because I'd been much more involved in the corporate stuff rather than the operational stuff, and it was a hard transition. I remember when I first came out of operational policing into the commissioner's office. God, this is so dull.   Michael Hingson ** 25:32 Yeah, sitting behind a desk. It's not the same,   Chris Miller ** 25:37 not the same at all. But when I moved from policing into more traditional public service roles. I had the sort of requisite corporate skills because of those couple of years in the commission itself.   Michael Hingson ** 25:51 So when you Well, what caused you to leave the police and where did you go?   Chris Miller ** 25:59 Well, interestingly, when I joined, I was planning to leave. I sort of had three goals. One was get a degree leave at 30 some other thing, I left at 32 and I was head hunted to become the first female Workplace Health and Safety Inspector in Queensland, and at the time, my first and now late husband was very unwell, and I was working enormous hours, and I was offered a job with shorter hours and more money and a great opportunity. So I took it,   Michael Hingson ** 26:36 which gave you a little bit more time with family and him, exactly. So that was, was that in an emergency management related field,   Chris Miller ** 26:48 workplace health and safety, it can be emergencies, yeah? Well, hopefully not, yeah, because in the Workplace Health and Safety space, we would like people to prepare so there aren't emergency right? Well, from time to time, there are and and so I came in, what happened was we had a new act in Queensland, New Work, Health and Safety Act prior to the new Act, the police, fire and other emergency service personnel were statutory excluded from work health and safety provisions under the law in Queensland, the logic being their job was too dangerous. How on earth could you make it safe? And then we had a new government came in that wanted to include police and emergency services somehow or other. And I sort of became, by default, the Work Health and Safety Advisor for the Queensland Police at the time. There was no such position then, but somebody had to do it, and I was in the commissioner's office and showed a bit of interest that you can do that.   Michael Hingson ** 28:01 It's in the training,   Chris Miller ** 28:03 hmm, and, and I remember a particularly pivotal meeting where I had to be face the Deputy Commissioner about whether police would be in or out of that legislation, because they had to advise the government whether it's actually possible to to include police.   Michael Hingson ** 28:28 So what did you advise?   Chris Miller ** 28:31 Well, I gave him the pluses and minuses because whatever we decided it was going to be expensive, yeah, if we said no, politically, it was bad news, because we had a government that wanted us to say yes, and if we said yes, it was going to cost a lot of money make it happen.   Michael Hingson ** 28:49 What finally happened? Yes one, yes one, well, yeah, the government got its way. Do you think that made sense to do that was Yes, right.   Chris Miller ** 29:03 It always was. It always was right, because it was just nonsense that   Michael Hingson ** 29:11 police aren't included   Chris Miller ** 29:14 to exclude, because not every function of policing is naturally hazardous, some of it is quite right going forward and can be made safe, right, and even the more hazardous functions, such as dealing with armed offenders, it can be made safer. There are ways of protecting your police or increasing their bulletproof attire and various other pieces of training and procedures soon even possible.   Michael Hingson ** 29:51 But also part of that is that by training police and bringing them into it, you make them more. Which also has to be a positive in the whole process,   Chris Miller ** 30:05 absolutely, and I did quite a lot of work with our some people used to call them the black pajamas. They were our top of the range people that would deal with the most unpleasant customers. And they would train with our military in Australia, our counter terrorism people are trained with the military. The police and military train together because that expands our force capability. If something really disagreeable happens, so   Michael Hingson ** 30:42 it's got to start somewhere. So when, so all this wasn't necessarily directly related to emergency management, although you did a lot to prepare. When did you actually go into emergency management as a field?   Chris Miller ** 31:01 Oh, well. So I was involved in response when I was talking about rescue, search and rescue, and then increasingly, I became involved in exercising and planning, writing, procedures, training, all that, getting ready stuff, and then a lot more work in terms of debriefing, so observing the crisis centers and seeing if there could be some fine tuning even during the event, but also debriefing. So what did we actually learn? What do we do? Well, what might be do better next time? Well, there's some insights that the people that were most involved might have picked up as a result of this latest incident, whatever that might have been.   Michael Hingson ** 31:58 And so when you so where did you end up, where you actually were formally in the emergency management field?   Chris Miller ** 32:07 Well, emergency management is quite a broad field. Yeah, it's preparedness right through to response and recovery and everything in between. And so I've had involvement in all of that over the years. So from preparing with training and exercising right through to it's happening. You're hanging off the helicopter skids and so on.   Michael Hingson ** 32:34 So did you do this? Working   Chris Miller ** 32:36 it come back from you with a bit of a call. Oh, sorry. When through to response and recovery. You know, how are we going to respond? What are our options? What are our assets through to recovery, which is usually a long tail. So for instance, if it's a flood of fire or zone, it'll take a very long time to recover. You know, 911 you didn't rebuild towers and and rebuild that area quickly. It took years to put things back together again. Yeah,   Michael Hingson ** 33:11 the only thing about it is One can only hope that was we put things back together, and as we move forward, we also remember the lessons that we should learn from what happened in the past, absolutely, and I'm not sure that that always happens   Chris Miller ** 33:31 true, and that's why I often get a bit annoyed when I hear particularly politicians talk about lessons learned very hastily after The event. You know they say we will learn the lessons from this or that. No, don't you think? Because for those of us involved in the debriefing and lessons management space, we know that that you have observations, insights, lessons identified, but they're not learned, usually, until some considerable period thereafter when you make the necessary changes to training procedures, whatever it might be, so that those those learnings are embedded in the way forward.   Michael Hingson ** 34:18 Yeah, and not everybody learns the lessons who should learn the lessons, and they don't always listen to the people who really do understand. But you can only do what you can do as well. Well,   Chris Miller ** 34:34 we're trying to structure more of that with lessons management so that it's a lot less hit and miss. I mean, when I first came into emergency management, it was much more, much more, a sort of learning on the job, sometimes learning bad habits from people, and then gradually, hopefully and. Setting aside the bad habits and getting into the good habits. Now you can do a masters and PhDs in disaster management, thank goodness, so that we become much more sophisticated in terms of our evidence base and our research and our understanding. And as I said, this crossover so we learned a lot from what happened with 911 that might be applicable here in Australia, should something unpleasant in their larger cities happen too? So we learn from each other. It isn't a static environment, it's very much a fluid environment, and one that's moving forward. I'm happy to report.   Michael Hingson ** 35:40 Well, that's important that it moves forward and that we learn from what has happened now, of course, we have all sorts of things going on over here with air traffic controllers and losing communications and all sorts of other things that once again, causes people to need to learn how to very quickly react and make strong decisions and not panic with what's going on. I heard on the news this morning about somebody who saw two aircraft that were about to collide, and he was able to get them to divert so that they didn't hit each other, but radar hadn't detected it. So, you know, they're just the people are very resilient when they when they learn and understand what they need to do.   Chris Miller ** 36:34 And I've had the honor of working with air traffic controllers and doing some exercises with them. They're actually amazing people for a number of reasons. One is the stress levels of their job is just beyond belief. But two is they actually have to think in 3d so they've got their radar screens, which are 2d and they actually have to think in 3d which is a really rare and amazing skill. It's like a great sculptor. Yeah, in Europe, I've seen some wonderful sculpture, they actually have to think in 3d in terms of the positioning of their aircraft and how to deal with them. It's a it's a great set of skills, so never to be underestimated. And of course, it raises the question of aging infrastructure and an aging workforce too, something that in a lot of countries, yours and mine, it seems that we've been quite neglectful about legacy systems that we have not upgraded, and about the aging workforce that we have not invested enough effort in terms of bringing new people into the system so that, as our our long time warriors want to retire, and they're entitled to that can leave and Knowing that there will be more useful replacements.   Michael Hingson ** 38:04 I flew last week, and actually for one of my flights, sat next to an air traffic controller who was going to a meeting, which was fascinating. And same point was made that a lot of the infrastructure is anywhere from 25 to 50 years old, and it shouldn't be. It's so amazing that I would, I guess I would say our politicians, even though they've been warned so many times, won't really deal with upgrading the equipment. And I think enough is starting to happen. Maybe they will have to do it because too much is failing, but we'll see and to   Chris Miller ** 38:42 worry when people are doing things that are so important hastily. And interestingly, when I was exercising Sydney air traffic controllers, I usually got a glimpse of a new high tech solution that they were in the process of testing, which was going to put more cameras and more capability around the airfield than they'd ever had before, even though they're sitting in an $80 million tower that would be built for them with Australian tax dollars, but trying to get the system even more sophisticated, more responsive, because the flight levels coming in and out of Sydney continue to grow. 90% of Australians air traffic goes in and out of Sydney at some point in the day, yeah. So they're very busy there, and how can we provide systems that will support the capacity to do better for us and continue to maintain our sales flows?   Michael Hingson ** 39:50 So we met kind of through the whole issue of the business continuity Institute conference last year. What's the difference between emergency. Management and business continuity management   Chris Miller ** 40:03 interesting when I came out of emergency management, so things like the Bali bombings, the Indian Ocean tsunami and so on and so on. A deputy in the Department of Social Security where I used to work, said, oh, we need a business continuity manager. And I said, What's that? Yeah, excuse me, Hey, what's that? Well, I quickly learned it's basically a matter of scale. So I used to be in the business in emergencies, of focusing on the country, united, counter terrorism, all the significant parts of the country, blood, fire and so on, to one business at a time. So the basics of business, of emergency management, come across very neatly to business continuity. You're still preparing and responding and recovering, just on a smaller scale,   Michael Hingson ** 41:08 because you're dealing with a particular business at a time true, whereas emergency management is really dealing with it across the board.   Chris Miller ** 41:19 We can be the whole country, yeah, depending on what it is that you do in the emergency management space or a significant part of the country,   Michael Hingson ** 41:29 when did you kind of transition from emergency management and emergency preparedness on a on a larger scale to the whole arena of business continuity?   Chris Miller ** 41:40 Well, I still keep a foot in both camps. Actually, I keep, I keep boomeranging between them. It depends on what my clients want. Since I'm a consultant now, I move between both spaces.   Michael Hingson ** 41:57 When did you decide to be a consultant as opposed to working for our particular organization   Chris Miller ** 42:04 or the I was a bit burnt out, so I was happy to take a voluntary redundancy from the government and in my consultancy practice   Michael Hingson ** 42:12 from there, when did that start?   Chris Miller ** 42:16 October of 10.   Michael Hingson ** 42:18 October of 2010, yep. Okay, so you've been doing it for almost 15 years, 14 and a half years. Do you like consulting?   Chris Miller ** 42:29 Yeah, I do, because I get to work program people who actually want to have me on board. Sometimes when you work as a public servant in these faces. Yeah, you're not seen as an asset. You're a bit of an annoyance. When people are paying you as a consultant, they actually want you to be there,   Michael Hingson ** 42:55 yeah? Which? Which counts for something, because then you know that you're, you're going to be more valued, or at least that's the hope that you'll be more valued, because they really wanted to bring you in. They recognize what you what you brought to the table as it were.   Chris Miller ** 43:12 Yes, um, no, that's not to say that they always take your recommendations. Yeah. And I would learn to just, you know, provide my report and see what happens.   Michael Hingson ** 43:24 So was it an easy transition to go into the whole arena of business continuity, and then, better yet, was it an easy I gather it was probably an easy transition to go off and become a consultant rather than working as you had been before?   Chris Miller ** 43:39 Well, the hours are shorter and the pain is better.   Michael Hingson ** 43:41 There you are. That helps.   Chris Miller ** 43:48 Tell me if you would a lot more flexibility and control over my life that I didn't have when I was a full time public servant.   Michael Hingson ** 43:55 Yeah, yeah. And that that, of course, counts for a lot, and you get to exercise more of your entrepreneurial spirit, yes, but   Chris Miller ** 44:09 I think one of the things is I've often seen myself as very expensive public asset. The Australian taxpayer has missed a lot of time and effort in my training over very many years. Now they're starting to see some of the return on that investment   Michael Hingson ** 44:25 Well, and that's part of it. And the reality is, you've learned a lot that you're able to put to you, so you bring a lot of expertise to what you do, which also helps explain why you feel that it's important to earn a decent salary and or a decent consulting fee. And if you don't and people want to just talk you down and not pay you very much, that has its own set of problems, because then you wonder how much they really value what you what you bring.   Chris Miller ** 44:55 Yes. And so now i. Through the World Bank and my international consultancy work, I'm sharing some of those experiences internationally as well.   Michael Hingson ** 45:11 So you mentioned the World Bank, who are some of your clients, the people that you've worked with, the   Chris Miller ** 45:18 World Bank doesn't like you talking too much about what you do?   Michael Hingson ** 45:20 Yeah, that's, I was wondering more, what are some of the organizations you worked with, as opposed to giving away secrets of what you   Chris Miller ** 45:31 do? Well, for the wellbeing club, basically worked in the health sector in Africa and in APAC, okay, and that's involved working with Ministries of Health, you know, trying to get them in a better state of preparing this, get their plans and better shape, get them exercising those plans and all that kind of important stuff, stuff that we kind of take for granted in Our countries, in yours well, with FEMA, although, what's left of FEMA now? Yeah, but also in my own country, you know, we're planning and exercising and lessons management and all these things are just considered, you know, normal operations when you're talking to low and middle income countries. And no, that isn't normal operations. It's something that is still learning, and you have the honor to work with them and bring them into that sort of global fold about how these things are done.   Michael Hingson ** 46:35 Well, you worked in some pretty far away and and relatively poor countries and so on. I assume that was a little bit different than working in what some people might call the more developed countries. You probably had to do more educating and more awareness raising, also,   Chris Miller ** 46:55 yes and no. The African country I worked in a lot of these people had studied at Harvard and some of your better universities. But what I noticed was, as brilliant as those people were, and as well trained and educated, there weren't enough of them. And that was one of the real problems, is, is trying to expand the workforce with the necessary skills in emergency management or whatever else you might be trying to do pandemic preparedness or something. Don't have enough people on the ground in those countries that have the necessary skills and experience.   Michael Hingson ** 47:44 Were you able to help change that?   Chris Miller ** 47:48 Yeah, we set up some training programs, and hopefully some of those continue beyond our time with them.   Michael Hingson ** 47:58 So again, it is some awareness raising and getting people to buy into the concepts, which some will and some won't. I remember while at the Business Continuity Institute, one of the people said the thing about the people who attend the conference is they're the what if people, and they're always tasked with, well, what if this happens? What if that happens? But nobody listens to them until there's really an emergency, and then, of course, they're in high demand. Which, which I can understand.   Chris Miller ** 48:33 That's why you want exercises, because it raises awareness so that, so that the what if, the business continuity people are thinking that emergency managers are a bit more front of mind for some of the senior people, it's less of a surprise when something unpleasant happens. Yeah.   Michael Hingson ** 48:56 Well, how is the whole concept and the whole structure or theory of emergency management, changed. You've been involved in this a long time. So how has it evolved and changed over the years?   Chris Miller ** 49:10 Much more education, formal education, not learning on the job, actually going to university and learning properly, but much more evidence based, much more structured lessons management, much more technology. There's so many changes, at least to be very long.   Michael Hingson ** 49:31 Does AI come into play in emergency management? Yet,   Chris Miller ** 49:37 I think it's coming in. More and more we're using it for prediction of fire behavior and all sorts of things now,   Michael Hingson ** 49:47 yeah, and that, and that makes sense, that we're, we're starting to see where the whole technology and the whole ability to monitor so many things. Can tell us there's a fire starting or something is happening a lot more quickly than we used to be able to do it. I'm not sure that we're there yet with earthquakes, but even with earthquakes, we're getting warnings a little bit more quickly than we used to. We had an earthquake here in Southern California a couple of weeks ago, and I forget exactly, but it was a number of seconds that people had some decent warnings. So by the time it was analyzed and determined that there was going to be an earthquake, there was still time to issue a warning that alerted people, because she still had to react pretty quickly if you wanted to take advantage of it. But I think that we're only going to see more and more technological changes that will help the process be better,   Chris Miller ** 50:55 absolutely. And one of the big problems that we're having is a lot of our previous sort of fire mapping, fire behavior, flood mapping is out of date very quickly, because of development and climate change and all sorts of factors, previous behaviors are not actually a very good model, but an AI permits us to do things faster.   Michael Hingson ** 51:24 Yeah, we're going to have to just continue, certainly to encourage it. And again, it's one of those areas where the reality is all of the skills that we and tools that we can bring to the to the process are absolutely appropriate to do, because otherwise we just either take a step backward or we don't progress at all   Chris Miller ** 51:49 well. And to give you another example, um, Life Savers, New South Wales lifesavers. Here, I run the largest grain fleet in the country now for a long time, life saving used to be sort of volunteers, and in pretty old tech, not anymore, oh boy. And they're even looking at things like deploying life saving devices off their drones as they get bigger and smarter and heavier lifting to be able to drop things to people in distress. We're using it for shark netting, whereas we used to take a boat out and check the shark nets, now we can send the drones out, and then if you need to send the boat out, you're not wasting a lot of money chugging up and down in your boat. So there's all sorts of savings and adjustments in this space, in technology with AI and all sorts of other fancy devices like drones,   Michael Hingson ** 52:54 how about emergency management and so on, in terms of dealing with different kinds of people, like people with disabilities, people who are blind or deaf or hard of hearing, maybe heavy people, people who are in the autism spectrum and so on has emerged. Have emergency managers gotten better at dealing with different kinds of disabilities? How much real awareness raising and understanding has gone into all of that   Chris Miller ** 53:26 well. Towards the end of last year, there was a big package of work done by EMA Emergency Management Australia, being conducted in conjunction with AD the Australian Institute of disaster resiliency, and that's in the disability space and the whole lot of that's rolling out in workshops all over the country to try and do even better. Yes, it's still a weakness, I would have to agree, and we still need to do a whole lot better in that whole space of some of those vulnerable groups that you mentioned, and hopefully some of this important initiative that's sponsored by the government and will help raise awareness and improve response activities in the future.   Michael Hingson ** 54:15 I would also point out, and it's, of course, all about training to a degree, because, you know, people say, well, blind people can't do this, for example, or they can't do that. And the reality is, blind people can, if they're trained, if they gain self confidence, if they're given and put it in an environment where they're able to be given confidence to do things. The reality is, blindness isn't the challenge that most sighted people would believe it to be, but at the same time, I think that one of the biggest things, and I saw it on September 11, one of the biggest things, is information, or lack of information. I asked several times what was going on, and no one who clearly had to know. Who would say what was occurring. And I understand some of that because they they didn't know whether I would just panic because they said airplanes had deliberately been crashed into the towers or not. But also, I know that there was also a part of it, which was, when you're blind, you can't deal with any of that. We're not going to tell you, we don't have time to tell you. Information, to me, is the most important thing that you can provide, but I but I do appreciate there. There are two sides to it, but it is also important to recognize that, with a lot of people who happen to have different kinds of disabilities, providing information may very well be an enhancement to their circumstances, because they can make decisions and do things that they might not otherwise have been able to do. Well,   Chris Miller ** 55:50 it was certainly the case for you, because you had information and you had preparedness before 911 right? You were able to respond in more effective ways because you knew what was what. And we certainly saw that in covid, for instance, even things like translating information into different languages. In Australia, we have people from, I think the last census, 170 countries, they don't all speak English as their first language. And having worked with Aboriginal people for eight years, quite specifically, one of my dear friends, English was her sixth language.   Michael Hingson ** 56:32 But at the same time,   Chris Miller ** 56:33 go ahead, yeah, and yet we keep putting information out in all that well, no, we need to do much better in the language phase, in the preparedness space of people with all sorts of challenges. We need to reach out to those people so that as you were prepared for 911 and you knew where the fire escapes were, and this and that really paid benefits on the day that we've done that, that we've taken reasonable steps to prepare everyone in the community, not just the English speakers or the this or that, right? All people get the chance to understand their situation and prepare apparently,   Michael Hingson ** 57:22 I know that if I had had more information about what had occurred, I may very well have decided to travel a different way to leave or after leaving the tower and the building. I might have gone a different way, rather than essentially walking very much toward tower two and being very close to it when it collapsed. But I didn't have that information because they wouldn't provide that. So not helpful. Yeah, so things, things do happen. So I'm sure that along the way you've had funny experiences in terms of dealing with emergencies and emergency management. What's the funniest kind of thing that you ever ran into? I'll   Chris Miller ** 58:08 come back to the old packers, but just quickly, that whole crisis communication space is also a big development in emergency management. Yeah, a long time we kind of kept the information to ourselves, but we realize that knowledge is power. We need to get it out there to people. So we do a lot more with alerts on the phones and all sorts of clever things now, right? Funny things? Well, there's so many of those, which one probably most recently is the dreaded alpacas where I live now, as you see, well, as some people who might see the video of this, I live by the beach, which is pretty common for a lot of Australians. Anyway, we have had fires up in in a nice valley called kangaroo Valley. Then a lot of people that live there are sort of small farmlets. There are some dairy farms and people that are more scale farmers, but other people just have a small plot, excuse me, maybe a couple of horses or something or other. And and then when we had fires up there a few years back, we set up emergency evacuation centers for them, and we set them up for dogs and cats and small animals, and we had facility for horses at the nearby race grounds and so on. But we weren't expecting our hackers and alpacas are actually quite big, and they spit and do other things quite under manage. So I remember we rang up the race course manager and we said, we've got alpacas. What you got? What I. I said, Well, they're sort of about the size of a horse. He said, Yes, yes, but we know what to do with horses. We know what the hell to do without Yes. Anyway, eventually we moved the alpacas to horse stables and kept them away from the horses because we weren't sure how to do and interact. Yeah. And the owner of these alpacas was so attached to her animals that she she insisted on sleeping in her Carney her alpacas. And some people are very attached to their animals, even if they're a little on the large side. Yeah.   Michael Hingson ** 1:00:37 Well, I know during the fires that we had here in Southern California back in January, there were a number of people who had horses and were very concerned about evacuating them, and, of course, other animals as well. But the horses especially were were dealt with, and they had emergency well, they had places to take them if they could get the horses out. I don't know whether we lost horses or how many we lost during all the big fires, but yeah,   Chris Miller ** 1:01:10 I'm serious far as new Canberra, which is my city of residence for many years, and what happened? I decision. What happened was, quite often, the men were all fighting the fires, and the women were left with with smoke affected horses. Oh, and they were trying to get them onto the horse flight. Now, as we quickly discovered, horses are pretty smart, and they're not keen on being near fires. They don't want to be there, right? So they become quite a challenge to me. And to put a horse float onto your vehicle is no easy thing when you've never done it before and you're trying to do it in a crisis. So when all that was over, one of the lessons that we did learn was we arranged to have a sort of open day at the near, nearby race course. We've actually taught people to put the trailer on the back of the vehicle, to deal with a fractious horse, to sort of cover its face or protect it from the smoke and do all sorts of helpful things. So sometimes, when we get it wrong, we do learn and make some important improvements like it.   Michael Hingson ** 1:02:32 What's the kind of most important advice you would give to somebody who's new in emergency management or interested in going into the field   Chris Miller ** 1:02:42 and sign up for a good course, do a bachelor or master's degree in emergency management, because not only will you learn from your instructors, you'll learn from your colleagues, and this is a networking business,   Michael Hingson ** 1:02:56 yeah. Well, I want to Oh, have you? I haven't asked you. Have you written any books? No, you haven't okay? Because if you had, I'd ask you to send me book covers so that we could put them in the show notes. Well, there's something for you to look at in the near future. You could learn to be an author and add that to your skill repertoire. I want to thank you for being Yeah. Well, there is always that right, too many emergencies to manage. Well, Chris, I want to thank you for being here, and I want to thank all of you for listening and being with us today. I hope that this has been helpful and interesting and educational. I found it so I'd love to hear your thoughts, and I'm sure Chris would as well. Chris, how can people maybe reach out to you if they'd like to do. So,   Chris Miller ** 1:03:42 yeah, sure. LinkedIn is a good way to find me, and I've given you all those details. So   Michael Hingson ** 1:03:49 go ahead and say your LinkedIn name anyway.   Chris Miller ** 1:03:53 Good question. Yeah, it's before cross. This is my business   Michael Hingson ** 1:03:58 name before being the number four crisis. That's it.   Chris Miller ** 1:04:03 My LinkedIn name is,   Michael Hingson ** 1:04:08 says before   Chris Miller ** 1:04:09 process, yeah, and your email is going to be full process on LinkedIn.   Michael Hingson ** 1:04:16 Chris Miller at before before crisis, and email is number four process. And in email, it's before, no, it's, it's Chris Miller, before crisis, again, isn't   Chris Miller ** 1:04:30 it? It's Chris at default process, Chris at before crisis.com.au,   Michael Hingson ** 1:04:35 yeah, okay, memorizing the   Chris Miller ** 1:04:41 reason why it's led to be number four crisis right is I like to see my clients before the crisis, right, and I know they'll be more motivated after the crisis.   Michael Hingson ** 1:04:53 Well, I hope that you'll reach out to Chris and find her on LinkedIn, and all the information is in the show notes. She is right. But. Always like to get people to say it, if they can. I'd love to hear from you. Feel free to email me at Michael H I M, I C H, A, E, L, H i at accessibe, A, C, C, E, S, S i b, e.com, or go to our podcast page, w, w, w, dot Michael hingson, that's m, I C, H, A, E, L, H, I N, G, s o n.com/podcast, podcast singular that is, wherever you're listening or watching, please give us a five star rating. We really value your ratings and your reviews and input. We appreciate it, and for all of you and Chris you as well, if you know of anyone who ought to be a guest, or you think should be a guest on unstoppable mindset, we're always looking for more people to talk with and have conversations with, so please introduce us. We're always excited to get that kind of thing from you as well. So once again, Chris, I just want to thank you for being here. This has been fun today.   Chris Miller ** 1:05:54 Thank you, Michael. It was fun to meet   Michael Hingson ** 1:06:02 You have been listening to the Unstoppable Mindset podcast. Thanks for dropping by. I hope that you'll join us again next week, and in future weeks for upcoming episodes. To subscribe to our podcast and to learn about upcoming episodes, please visit www dot Michael hingson.com slash podcast. Michael Hingson is spelled m i c h a e l h i n g s o n. While you're on the site., please use the form there to recommend people who we ought to interview in upcoming editions of the show. And also, we ask you and urge you to invite your friends to join us in the future. If you know of any one or any organization needing a speaker for an event, please email me at speaker at Michael hingson.com. I appreciate it very much. To learn more about the concept of blinded by fear, please visit www dot Michael hingson.com forward slash blinded by fear and while you're there, feel free to pick up a copy of my free eBook entitled blinded by fear. The unstoppable mindset podcast is provided by access cast an initiative of accessiBe and is sponsored by accessiBe. Please visit www.accessibe.com . AccessiBe is spelled a c c e s s i b e. There you can learn all about how you can make your website inclusive for all persons with disabilities and how you can help make the internet fully inclusive by 2025. Thanks again for Listening. Please come back and visit us again next week.

In this episode of "The Faces of Business," Erika Andresen, Founder of EaaS Consulting, shared how business continuity planning can help you protect your operations and keep your cash flow steady, even when the unexpected strikes.    Erika is a Certified Business Continuity Professional, attorney, and decorated U.S. Army veteran with over a decade of experience leading disaster response and continuity planning. At EaaS Consulting, she helps companies create strategies that allow them to secure, survive, and thrive in crisis situations. Erika is also the best-selling author of How to Not Kill Your Business and a two-time guest lecturer at MIT.    Drawing from her military background and deep expertise in emergency management, Erika helps businesses assess risk, plan for disruption, and recover faster. Her practical approach makes continuity planning not just a safety measure, but a competitive advantage.    Join us to learn how Erika's insights can help you build stronger systems, protect your team, and keep your business running in any environment.    Check out the Blog post here: Building Resilient Operations with Business Continuity Planning   Thanks for taking the time to listen today.   Find Damon Pistulka on LinkedIn talking about life & building businesses you can sell or succeed.    On Twitter as @dpistulka with inspiration and sharing thoughts.    Find out more about Damon when he's not working.  @damonpistulka on Instagram, or Damon Pistulka on Facebook.      More information on building businesses you can sell or succeed and the Exit Your Way method on our website   Email us for more information info@exityourway.com

In this episode, Jeffrey discusses the impact of AI on service management. Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

In this episode, Jeffrey discusses the Kyndryl People Readiness Report, Part 3. Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

In this episode, Jeffrey discusses the technical supportEach week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

In this episode, Jeffrey discusses the Kyndryl People Readiness Report, Part 2. Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

In this episode, Jeffrey discusses the State of XLA report from XLA Institute. This is part 2 of 2. Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

Join Todd, our COO & CISO, and Nate, our Director of Cybersecurity, as they discuss the recent cyber attack on the city of St. Paul. Recorded on August 6th, this episode dives into the incident's details, the response measures taken by the city, including invoking the Minnesota National Guard, and the implications for other municipalities. Our experts highlight the importance of a mature cybersecurity program, the role of a Security Operations Center (SOC), and the critical need for proactive measures such as eliminating VPNs and implementing application whitelisting. Plus, they touch on business continuity, communication planning, and the financial impact of such cyber incidents. Don't miss this essential discussion for cities and organizations aiming to bolster their cybersecurity defenses.Resources:https://www.stpaul.gov/https://www.stpaul.gov/news/mayor-carter-declare-state-emergency-response-digital-security-incidenthttps://www.northstpaul.org/CivicAlerts.aspx?AID=990https://www.stpaul.gov/news/important-information-city-services-during-digital-security-incident-1https://www.youtube.com/live/6l8Rzhq60Go?si=rkRMOdeKyjbhr-zs00:00 Introduction to the Cyber Attack on St. Paul01:06 Initial Response and Observations03:42 External Support and National Guard Involvement06:13 Incident Response and Communication Strategies08:37 Impact on City Services and Segmentation Importance12:12 Business Continuity and Manual Processes20:22 Financial Implications and Recovery Time26:52 Preventative Measures and Recommendations34:53 Conclusion and Final Thoughts

In this continuation of the Tough Money Mastery series, Wade Borth welcomes back David Zapata to explore how to take control of your financial life through strategic leverage and intentional money flow. They discuss four more of the twelve key ideas for mastering tough money—including how to supercharge investments, maximize lending returns, integrate banking functions into your business, and protect your most valuable asset: your people. If you are ready to stop working harder and start having your money work smarter, this episode is for you.   Episode Highlights 03:40 - Importance of Protection in Financial Planning 05:55 - Framework for Accumulating $50 Million Net Worth 12:45 - The Impact of Small Changes Over Time 15:00 - Relationship with Money: Concept of Tough Money 21:00 - Supercharging Investments with Tough Money Principles 26:30 - Maximizing Returns in the Lending Business 34:05 - Importance of Financial Flow and Savings 39:20 - The Role of Human Capital in Business Success 45:40 - Key-Man Insurance and Protecting Business Interests 50:30 - Business Continuity and Risk Management 54:00 - Financial Board of Directors: Who Has Control?   Episode Resources Connect with Wade Borth https://www.sagewealthstrategy.com/  wade@sagewealthstrategy.com Connect with David Zapata davidzapata@factumfinancial.com 

In this episode, Jeffrey discusses the Kyndryl People Readiness Report, Part 1. Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

In this episode, Jeffrey discusses the State of XLA report from XLA Institute. This is part 1 of 2. Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

In this episode, Jeffrey discusses Part 5 on IT Experience from the Happy Signals 2025 Benchmark Report. This episode is on the topic of IT support channels. Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

In this episode, Jeffrey discusses the ITIL4 Guiding PrinciplesEach week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

In this episode, Jeffrey discusses Part 4 on IT Experience from the Happy Signals 2025 Benchmark Report. This episode is on the topic of experience during requests. Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

⬥GUEST⬥Tobias Halmans, OT Incident Responder | GIAC Certified Incident Handler | Automation Security Consultant at admeritia GmbH | On LinkedIn: https://www.linkedin.com/in/tobias-halmans/⬥HOST⬥Host: Sean Martin, Co-Founder at ITSPmagazine and Host of Redefining CyberSecurity Podcast | On LinkedIn: https://www.linkedin.com/in/imsmartin/ | Website: https://www.seanmartin.com⬥EPISODE NOTES⬥Business continuity planning is a familiar exercise for most IT and security leaders—but when you move into operational technology (OT), the rules change. In this episode of Redefining CyberSecurity, Sean Martin talks with Tobias Halmans, an incident responder at admeritia, who helps organizations prepare for and respond to incidents in OT environments. Tobias shares why disaster recovery planning in OT requires more than simply adapting IT frameworks. It demands a change in approach, mindset, and communication.OT engineers don't think in terms of “ransomware readiness.” They think in terms of safety, uptime, manual fallback options, and how long a plant can stay operational without a SCADA system. As Tobias explains, while IT teams worry about backup integrity and rapid rebooting, OT teams are focused on whether shutting down a system—even safely—is even an option. And when the recovery plan depends on third-party vendors, the assumptions made on both sides can derail the response before it begins.Tobias walks us through the nuances of defining success in OT recovery. Unlike the IT world's metrics like mean time to recover (MTTR), OT environments often hinge on production impacts and safety thresholds. Recovery Time Objectives (RTOs) still exist—but they must be anchored in real-world plant operations, often shaped by vendor limitations, legacy constraints, and tightly regulated safety requirements.Perhaps most importantly, Tobias stresses that business continuity planning for OT can't just be a cybersecurity add-on. It must be part of broader risk and operational conversations, ideally happening when systems are being designed or upgraded. But in reality, many organizations are only starting these conversations now—often driven more by compliance mandates than proactive risk strategy.Whether you're a CISO trying to bridge the gap with your OT counterparts or an engineer wondering why cyber teams keep showing up with playbooks that don't fit, this conversation offers grounded, real-world insight into what preparedness really means for critical operations.⬥SPONSORS⬥LevelBlue: https://itspm.ag/attcybersecurity-3jdk3ThreatLocker: https://itspm.ag/threatlocker-r974⬥RESOURCES⬥Inspiring Article: https://www.linkedin.com/posts/sarah-fluchs_notfallvorsorge-in-der-ot-traut-euch-activity-7308744270453092352-Q8X1⬥ADDITIONAL INFORMATION⬥✨ More Redefining CyberSecurity Podcast: 

In this episode, Jeffrey discusses the ITIL4 4 Dimensions of Service ManagementEach week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

In this episode, Jeffrey discusses Part 3 on IT Experience from the Happy Signals 2025 Benchmark Report. This episode is on the topic of experience during incidents. Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

What does it take to lead a $1.5 billion dairy cooperative without losing the soul of the family farm? In this episode of The Family Biz Show, Michael Palumbos sits down with Kevin Ellis, CEO of Upstate Niagara Cooperative, to explore the path from third-generation dairy roots to modern-day manufacturing leadership. This isn't just a story about dairy. It's about what happens when a family business mindset meets scale, legacy meets innovation, and community values get tested in a corporate structure. Whether you're navigating your own transition, scaling fast, or wondering how to bring next-gen thinking into a legacy business—this episode delivers powerful, practical insight. From Barn to Boardroom: Kevin's Unlikely Journey [00:45] Kevin's roots run deep in Central New York, where his family expanded from 100 to 300 cows. Initially considering veterinary school, he pivoted into animal science and eventually business, landing at Cornell and later earning his MBA from the University of Rochester. [02:30] His career is marked by reinvention—from nutritionist to banker to co-op founder. When former clients asked him to help start a breakaway processing plant, he said yes. That move eventually led to his role at Upstate Niagara, overseeing more than 260 family farms and 1,800 employees.

In this episode, Jeffrey discusses Part 2 on IT Experience from the Happy Signals 2025 Benchmark Report. This episode is on IT Support. Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

In this episode, Jeffrey discusses ITSM AssessmentsEach week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with eight acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.