11:30 - 12:15 12:15 - 13:00 13:00 - 14:15 SIAM - The Good, the Bad, the Obligatory, and the Virtuous Claire Agutter, Michelle Major-Goldsmith, Simon Dorst, Scopism Are You SIAM Ready? Dr. Martin Goble, TCS Using Cynefin to Make Sense of ITSM Akshay Anand, AXELOS Service Managing Cloud Services: Perception vs Reality Neil Forshaw, Fujitsu How AI will Improve the IT Service Desk Support Experience Jarod Greene, Cherwell Soſtware How Does ITIL Embrace Cloud and DevOps Adoption? Chris Rydings, Axios Systems Behaviour and Relationship in Professional Service Management Interactive Session Mark Smalley, ASL BiSL Foundation it SMF UK Monday, 20 TH November 2017 it SMF UK Annual Conference Draſt Agenda, 20-21 November 2017 09:30 - 09:45 Conference Opening, Rosemary Gurney, itSMF UK Chair 09:45 - 10:00 Industry Update 10:00 - 10:45 Keynote - Delivering Digital Transformation in Changing and Challenging Times Bob Brown, CIO, Manchester City Council 10:45 - 11:15 Refreshments, Exhibition and Discussion Zones [Exhibition Hall] 15:45 - 16:15 Refreshments, Exhibition and Discussion Zones [Exhibition Hall] TRACK 1 ITSM and Beyond TRACK 2 DevOps and ITSM in the Cloud TRACK 3 People, Customers, and Relationships TRACK 4 Practical and Experiential 14:15 - 15:00 15:00 - 15:45 Capacity Management, a Journey from the Unknown Malcolm Gunn, Sopra Steria Solving Your Customer’s Problem, at the Pub Peter Norris and Ian Porter, Nationwide Building Society Cloud for Grownups Steve Chambers, Strategic Blue You are Antifragility Andrew Vermes, Kepner Tregoe Creating a DevOps Culture With Experiential Learning Andrew Macintosh, G2G3 Group Supercharge your service teams! Sally Bogg, Leeds Beckett University Hybrid-IT Needs Hybrid Good Practice John McDermott, Hewlett Packard Enterprise Session tbc John Baxter, Baxter Thompson Lunch, Exhibition and Discussion Zones Exhibition Hall]
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Transcript
11:30 - 12:15
12:15 - 13:00
13:00 - 14:15
SIAM - The Good, the Bad,the Obligatory, and theVirtuous
Claire Agutter, Michelle Major-Goldsmith, Simon Dorst, Scopism
Are You SIAM Ready?
Dr. Martin Goble,TCS
Using Cynefin to MakeSense of ITSM
Akshay Anand,AXELOS
Service Managing CloudServices: Perception vsReality
Neil Forshaw,Fujitsu
How AI will Improve theIT Service Desk SupportExperience
Jarod Greene,Cherwell So�ware
How Does ITIL EmbraceCloud and DevOpsAdoption?
Chris Rydings,Axios Systems
Behaviour and Relationshipin Professional ServiceManagement
Interactive Session
Mark Smalley,ASL BiSL Foundation
itSMF UK
Monday, 20TH November 2017
itSMF UK Annual ConferenceDra� Agenda, 20-21 November 2017
09:30 - 09:45 Conference Opening, Rosemary Gurney, itSMF UK Chair
09:45 - 10:00 Industry Update
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10:00 - 10:45 Keynote - Delivering Digital Transformation in Changing and Challenging Times Bob Brown, CIO, Manchester City Council
10:45 - 11:15 Refreshments, Exhibition and Discussion Zones [Exhibition Hall]
15:45 - 16:15 Refreshments, Exhibition and Discussion Zones [Exhibition Hall]
TRACK 1ITSM and Beyond
TRACK 2DevOps and ITSMin the Cloud
TRACK 3People, Customers,and Relationships
TRACK 4Practical andExperiential
14:15 - 15:00
15:00 - 15:45
Capacity Management, aJourney from the Unknown
Malcolm Gunn,Sopra Steria
Solving Your Customer’sProblem, at the Pub
Peter Norris and Ian Porter,Nationwide Building Society
Cloud for Grownups
Steve Chambers,Strategic Blue
You are Antifragility
Andrew Vermes,Kepner Tregoe
Creating a DevOpsCulture With ExperientialLearning
Andrew Macintosh,G2G3 Group
Supercharge your service teams!Sally Bogg,Leeds Beckett University
Hybrid-IT Needs HybridGood Practice
John McDermott,Hewlett Packard Enterprise
Session tbc
John Baxter,Baxter Thompson
Lunch, Exhibition and Discussion Zones Exhibition Hall]
Monday, 20TH November 2017 [CONTINUED]
16:15 - 17:00
17:00 - 17:45 IT ‘Alignment’ - It Doesn’tWork OK?
Simon Kent,Sollertis
Rethinking Service Levelsto Suit DevOps and AgileEnvironments
Kevin Holland,Independent
Customer Service and theDark Side
Ian Connelly,BCS Service ManagementSpecial Interest Group
Building Customer-focusedCSI in IT
Alyson Briscoe andMatt Baynes,Reassure
Will IT4IT Survive?
Tony Price,Micro Focus
itSMF UK
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17:45 - 20:00 Networking Reception and Discussion Zones [Exhibition Hall]
TRACK 1ITSM and Beyond
TRACK 2DevOps and ITSMin the Cloud
TRACK 3People, Customers,and Relationships
TRACK 4Practical andExperiential
Is Service LevelManagement still Relevantin the Digital age?
Tony Oxley, itSMF UK ServiceLevel Management SpecialInterest Group
DevOps and the ThreeWays of Transition
Matt Hoey, Jon Morley and Rob Spencer, itSMF UK Service Transition SIG
SESSION TBC
Deloitte
09:45 - 10:30
10:30 - 11:15
11:15 - 11:45
Sponsor sessionBCS/EXIN
The Lean Toolkit:Practical Practices forContinuous Improvement
Jon Terry,Leankit
Science and Sciencability -Using the Scientific Methodin ITSM
Julia Harrison,Independent
Transforming ServiceManagement intoMulti-modal and DevOps
Craig Johnson,NHS Digital
Will We Ever Learn?People, Perception andInvolvement Matter
Ivor Macfarlane,ITSM.Tools
How do you know If yourITSM Tool Implementationis a Success?
Paula Määttänen,Cognizant’s InfrastructureServices
itSMF UK
Tuesday, 21ST November 2017
08:30 - 09:00 Refreshment, Exhibition, and Discussion Zones [Exhibition Hall]
09:00 - 09:45 News and Announcements from Across the Industry
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13:15 - 14:15
Refreshment, Exhibition, and Discusssion Zones [Exhibition Hall]
Lunch, Exhibition and Discussion Zones Exhibition Hall]
TRACK 1ITSM and Beyond
TRACK 2DevOps and ITSMin the Cloud
TRACK 3People, Customers,and Relationships
TRACK 4Practical andExperiential
From Deming to DevOps -A Journey Through CSISpace & Time
Phil Green,CSI Special Interest Group
11:45 - 12:30
12:30 - 13:15
We're Migrating to theCloud - Who NeedsService Management?
Phil Green,G3 Service Solutions
Maximising Value andBuilding Trust in yourDigital Supply Chain
Matthew Burrows,BSMimpact
Convergence of DevOpsand ITIL
Kassandra Singh,Leidos
DevOps Metrics that Matter
Daniel Breston,Qriosity
BRM Superhero Capabilityor Irrelevant it’s all aMatter of ABC
Paul Wilkinson,GamingWorks
SESSION TBC
Rethinking the Service DeskRole to Change its ImageForever
Andrew Shepherd,Independent
Sponsor Session
AXELOS
Tuesday, 21ST November 2017 [CONTINUED]
14:15 - 15:00 Rise of the Machines:Here Come the Bots!
Ian Aitchison,Ivanti
Considering Using yourITSM Tool Beyond IT?Do Your Homework First
Elina Pirjanti,Cognizant TechnologySolutions
A Selfless Approach toSelf-Service and ServiceManagement
Sanjeev NC,Freshservice
...
itSMF UK
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15:00 - 15:45 Conference Highlights and Analysis from Future of ITIL, Beyond ITSM, and Practical ITSM Discussion Zones
15:45 - 16:30 Business Focus & Process Maturity in 2017: What the Research Says Roy Atkinson,Clifton Butterfield
TRACK 1ITSM and Beyond
TRACK 2DevOps and ITSMin the Cloud
TRACK 3People, Customers,and Relationships
TRACK 4Practical andExperiential
16:30 Conference Close
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