We have a mascot for the podcast! This is a hissing cockroach that needs a name – please send your suggestions…. Ian Aitchison and Barclay Rae also discuss the key elements of ‘Discovery’ as used in consulting and product management. There’s also some sage advice on how to build up a good summary and clear analysis of the information that you might capture – and move projects and operations and people to the next level… This follow the last episode where we discuss the Art of Listening – how can we use these skills in ITSM and beyond..? Listen in and learn more…