itsm18 conference agenda-master · 2018-11-15 · itsm futures and transformation skills and...
TRANSCRIPT
Bishopsgate, London
19 TH
- 20 TH NOVEMBER
MONDAY 19TH NOVEMBER09:25 - 09:45 Conference Opening – Rosemary Gurney, Chair, itSMF UK
09:45 - 10:15 Japan 2011: Taking Major Incident Management to a Whole New Level – Roy Wilsher, Chairman - National Fire Chief Council
10:15 - 10:45 Mental Health in the Workplace: Why and How We Should Care? – Thomas Jordan, SANE
10:45 - 11:15 Refreshments, Exhibition & Networking
Track Track 1 Track 2 Track 3 Track 4
Topic Service Excellence ITSM Futures and Transformation
Skills and Professional Development
ITSM Standards and Approaches
11:30 - 12:15
Five Game Techniques to Immediately Apply to your
Service Desk
Sanjeev NC, Freshworks
Beyond the Hype – the Real Promise of AI
Kaimar Karu, Mindbridge
Mentoring for Success! A Cost Efficient and Trusted Solution
Kat Turner, ITSM Zone
ISO/IEC 20000 – the Launch of the Revised Standard
Lynda Cooper, Service 20000
12:15 - 13:00
GOLD SPONSORThe Future is Built on ITIL – Get
Ready for ITIL 4
Akshay Anand, AXELOS
Chatbots – Are We Ready to Engage?
Alexander Hocking, Marval
Soft Skills… The Most Powerful Tool in the Toolkit
Lorraine Brown, Orange Bus
VeriSM at Vocalink Mastercard… Our Journey So Far!
Clare McAleese, Vocalink Mastercard & Chris Leadbeater, BCS
13:00 - 14:15 Lunch, Exhibition & Networking
Track Track 1 Track 2 Track 3 Track 4
Topic Service ExcellenceITSM Futures and
TransformationSkills and Professional
DevelopmentITSM Standards and
Approaches
14:15 - 15:00
Honey, I Shrunk The Incident Volumes
Stuart Howitt, Capital One
Digital Transformation Whilst the Wheels Are Still Turning, a Real-Life Example of Change
David J Maskell, Computacenter
The Future ITSM Professional
Amrit Saroya, AXELOS & Barclay Rae, EssentialSM
VeriSM in the Cloud - An Early Adopter’s Story
Steve Leach, 6point6 Cloud Gateway
& Claire Agutter, Scopism
15:00 - 15:45
…and that helps ME how then?Focussing on the User to Drive
Improvements in DWP Service Management
Gary McKler, Chris Stenton & Gillian Jones, Department for
Work and Pensions
The Battle for Relevance
Alan Nance, Virtual Clarity
GOLD SPONSORBest Practices in Service Management Integration
Andrew Pritchard, Perspectium
Hey, Where Has All the IT Gone?
Mark O’Loughlin, Cloud Credential Council
15:45 - 16:15 Refreshments, Exhibition & Networking
Track Track 1 Track 2 Track 3 Track 4
Topic Service Excellence ITSM Futures and Transformation
Skills and Professional Development
ITSM Standards and Approaches
16:15 - 17:00
SLA Reviews for the Millennial Generation
Claudio Pastori & Rosario Percanella
European Central Bank
Digital Transformation Project of the Year
Paul RockCentral Bank of Ireland
Tested, Ready, and Able
Richard Oliver SIAM SIG
Network Rail Intelligent Infrastructure
Tracey Walker & Sarah Merrien Network Rail
17:00 - 17:45
Change is Constant. Game On!
Karen Ferris, Karenferris.com‘Supported by Axios’
Transforming Service Management & Delivery for
the Digital Age in a Brownfield Environment
Karen Brusch & Neil Robinson, Nationwide Building Society
Analyst 2.0
Scarlett Bayes, Service Desk Institute
Agile Service Management
Hayley Butler & Spenser Arnold, Land Registry
17:45 - 20:00 Informal Drinks Reception - Sponsored by PeopleCert
TUESDAY 20TH NOVEMBERTrack Track 1 Track 2 Track 3 Track 4
Topic Service Excellence ITSM Futures and Transformation Value and Agility in ITSM Workshops
08:30 - 09:00 Refreshments, Exhibition & Networking
09:00 - 10:00
Interactive discussion session, “The Great Relevance Debate” led by Alan Nance, Virtual Clarity – Dave Green, Sopra Steria – Ian Penny, Hiscox
Karen Ferris, Action Leader – David Wheable, Forrester – Barclay Rae, EssentialSMDigital Customer
ExperienceDavid D’Agostino,
NexThink10:00 - 10:45
Complex Systems Break - The Changing Approach to Incident
Management
Duncan Watkins, Forrester
Machine Humanity
Simone Jo Moore, simonejomoore.com ’Supported by BCS’
People Power - Crack the Code, One Conversation at a Time
Rebecca Ulyatt, Blue Sky
10:45 - 11:15 Refreshments, Exhibition & Networking
Track Track 1 Track 2 Track 3 Track 4
Topic Service Excellence ITSM Futures and Transformation Value and Agility in ITSM Workshops
11:15 - 12:00
When go-live goes wrong!How to successfully transition and support new services into
the live IT environment
Rosh Hosany, PwC
Don’t Get Stuck in a Silo: Going Digital isn’t Transformation
Peter Hubbard, Pink Elephant(on behalf of Cherwell Software)
No Service Management, No Cyber Security
Martin HuddlestonAPMG Major Incident
Management
Andrew Vermes & Stefan Brahmer,
Kepner-Tregoe
11:15-12:15 Room 4b
Can We Manage the
Future?
David Wheable,Forrester
12:00 - 12:45
Driving Innovation with ITSM at Arriva
Alan Sherwen, Arriva
Experience Level Agreements: Kicking the KPI Habit
David D’Agostino, NexThink & Tony Price Virtual Clarity
Value Creation in a Hybrid World
John McDermott, & Nicola Reeves
HPE
12:15-13:15 Room 4b
Can We Manage the
Future?
David Wheable,Forrester
12:45 - 13:45 Lunch, Exhibition & Networking 13:15 - 13:30FitSM
Owen Appleton,APMG
13:45 - 14:30
Respect for People - Lean’s Neglected Pillar
Jon Terry, Planview(Best Speaker at ITSM17)
The New Management of Service – Joining up the
Enterprise
Johann Diaz, End to End Service
A Personal Journey to Embracing Agile ITSM
Claire Drake, Independent DevOps Simulation
Paul Wilkinson,GamingWorks
14:30 - 15:15
Service Design Meets Service Management
Alice Doyne, Deloitte
Continuous Service Improvement in a SIAM
Environment
Chris Bryan, TCS
The 21st Century Service Manager
Gary Gamp, PS Professional
15.15 – 16.00 So… Are we Still Relevant? – Prof Dave Snowden, Cynefin Centre & Cognitive Edge
16.00 – 16.15 Conference Closing – Rosemary Gurney & Ken Wilson, itSMF UK
Agenda
www.itsmf.co.uk [email protected] Phone 0118 918 6500 Twitter #ITSM18
Gold Sponsor Gold Sponsor
itSMF UK’s Annual Conference and Exhibitionetc.venues – 155 Bishopsgate, London
19th - 20th November 2018