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Service Management 2018National Conference

Conference Booklet

Get fit for service

itSMF Australia’s 21st Annual National Conference

QT CANBERRA, ACT, AUSTRALIAWednesday 5 September - Thursday 6 September, 2018

www.smconference.com.au

Join the only independent, global organisation dedicated to IT Service Management professionals.To register your interest in becoming part of our network today please contact the national membership office on 03 9879 5466 or visit: itsmf.org.au

“The support and networking opportunities from the itSMF have been crucial for our business — the collaboration through the quarterly events and variation of topics, both online and during these events, is pivotal for knowledge, superseding the membership cost per annum.”Erica Kremer, Axios Systems

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The Professional Association accelerating Service Management Careers

Connect, Communicate & Collaborate

Become a member today!

SERVICE MANAGEMENT 2018 NATIONAL CONFERENCE | CONFERENCE BOOKLET 3

Welcome to Service Management 2018!

Whether you’re a member or sponsor, a first-timer or repeat attendee, your itSMF is a global community of Service Management professionals working to deliver I.T. and professional services to their clients, customers and colleagues with greater value and resiliency. Our members belong to a collective of more than 70,000 peers around the world, connected by a network of knowledgeable industry experts, best practice resources, and events such as this one. I’m excited to be bringing you together with this particular group of changemakers.

This year we’ve added two new streams to our foundational favourites of Service Management Practices and People & Culture. The Cybersecurity stream provides focus on an area that is presenting challenges to all of us working to assure quality technology services. To that end we have speakers addressing the resilience, risk-readiness, and counter-measures important to building trust in service delivery. Our Modern Managed Services stream came from a need to address the specific complexities of orchestrating and managing distributed cloud services.

Of course, cloud services wouldn’t be what they are today without the innovative work Amazon Web Services do, and I’m thrilled we have Rodney Haywood here as a one of our keynote presenters. We’re also bringing you updates to one of the most well-known best practice frameworks, thanks to AXELOS’ Akshay Anand, and we’ll be learning more from the emerging guidance of SIAM, VeriSM, and RESILIA. My appreciation to our community members who have travelled from far and wide to share their knowledge with us, directly.

Service Management 2018 will give you plenty of opportunities to reinforce existing connections and make lots of new ones, and our Gala Dinner and Industry Awards night is a great opportunity to do just that. We’ll be dining in the most amazing place above Canberra, at the Arboretum. There is still time to buy a ticket and celebrate the achievements of our industry, and if you’re one of the people arriving early at the venue, you’ll have time to take in the splendour and serenity of the National Bonsai Collection.

This has been my final year in the role of National Events Director. I’m pleased to transition our annual conference to Kathryn Howard, because I know our premier member event will be in good hands. I couldn’t have lead this effort without the level-headedness of your excellent Conference Committee and the skilled hands of your itSMF staff and our event management team. I’m grateful to the Board for trusting us to experiment with changes to format, and the introduction of Startup Lane, and I look forward to seeing what might be ahead of us in coming years. Please come by the itSMF booth and let us know what you’ve loved and what you’d like to see in the future.

My sincere thanks to our sponsors, speakers, reviewers and staff—we wouldn’t be here without you.

Cheers,

Aprill Allen Board Member / Conference Director itSMF Australia

[email protected] www.itsmf.org.au

SERVICE MANAGEMENT 2018 NATIONAL CONFERENCE | CONFERENCE BOOKLET4

Service Management 2018 Program 5

Useful Information 8

Workshops 10

Session Topics: Day 1 12

Session Topics: Day 2 20

Keynote Speakers 28

Speakers 30

Streams 41

Sponsors 46

QT Floor Plan 48

Exhibition Floor Plan 49

itSMF Australia 50

Contents


TUESDAY 4 SEPTEMBER 2018

Registration badges can be collected from the registration desk located on Level 10900-1700 Full-Day Workshops

Ace Your Organisational Performance Nick Karpetis Studio Room 1

Implementing Real World Problem Management Michael Hall Studio Room 4

1800-2000 Welcome Reception Lucky’s Speakeasy

WEDNESDAY 5 SEPTEMBER 2018

0830-1010 Plenary 1 MC: Katrina Macdermid Ballroom 2 & 3 0830 itSMF Australia chairman’s address Bradley Busch 0835 Axelos announcement Akshay Anand 0845 Doing service management at Amazon speed and scale. Preparing to catch the wave Rodney Haywood 0930 Panel discussion - What happens when best practice isn’t?

Session Chair: Janet Holling Moderator: Rob England Panel members: Akshay Anand, Karen Ferris, Simon Dorst & Michelle Major-Goldsmith

1010-1040 Morning Tea Ballroom 1

1040-1220 Concurrent Session 1 People & Culture Session Chair: Michelle Major-Goldsmith Ballroom 2

Concurrent Session 2 Service Management Practice Session Chair: Gary Percival Ballroom 3

Concurrent Session 3 Modern Managed Service Session Chair: Adam Seeber Studio 2 & 3

1040 Leading cultural change through pop culture David Conroy

Making sense of ITSM with cynefin Akshay Anand

Rain, rain, go away – how problem management must adapt in a world of integrated cloud services Shane Chagpar

1130 Why people change has to be everyone’s business - game on! Karen Ferris

Service management in Suncorp’s agile Chief Data and Transformation Office Stijn De Lathouwers & Julie Burke

Maintaining situational awareness in the modern operations control tower Chris Fowles

1220-1320 Lunch Ballroom 11320-1500 Concurrent Session 4

People & Culture Session Chair: Daniel Zmood Ballroom 2

Concurrent Session 5 Service Management Practice Session Chair: Brad Schimmel Ballroom 3

Concurrent Session 6 Cybersecurity Session Chair: Wendy Bliss Studio 2 & 3

1320 3 ways to supercharge service Duncan Troup

Human centered ITIL service design (mix well for the perfect customer (& organisation) outcome) Katrina Macdermid

Cybersecurity – the evolution of an industry and the importance of human behaviour John Karabin

1410 Effective communications - learning from jet engines, snipers, and 500 pound bombs Rocky Heckman

DevOps, ITSM and agile: finding the balance Dave Favelle

“Back to pen and paper” - how to test your readiness for a cyber-attack Rinske Geerlings

1500-1530 Afternoon Tea Ballroom 1

Service Management 2018 Program


Service Management 2018 Program continued

1530-1710 Concurrent Session 7 People & Culture Session Chair: Daniel Zmood Ballroom 2

Concurrent Session 8 Service Management Practice Session Chair: Janet Holling Ballroom 3

Concurrent Session 9 Modern Managed Service Session Chair: Michael Hall Studio 2 & 3

1530 Performance reviews suck. What to do instead David O’Reardon

VeriSM™ – the new kid in town! Michelle Major-Goldsmith & Simon Dorst

Enterprise, the next generation Gary Percival

1620 Navigating the pitfalls of people change whilst transitioning to agile at scale Adam Murray

Meet the panellists Chair: Janet Holling Featuring: Akshay Anand, Karen Ferris, Simon Dorst, Michelle Major-Goldsmith

Startup to scale up: becoming PCI compliant Carmen Nunez

1830-2300 itSMF Australia Gala Awards Dinner National Arboretum Canberra Buses to depart from QT at 18:15

THURSDAY 6 SEPTEMBER 2018

0830-1010 Plenary 2 MC: Katrina Macdermid Ballroom 2 & 30830 Opening address Ms Gai Brodtmann MP, Shadow Assistant Minister for Cyber Security and

Defence Personnel 0840 Leadership resilience in times of change Major Matina Jewell (retired) 0940 One-on-one interview Bradley Busch and Anne Templeman-Jones 1010-1040 Morning Tea Ballroom 1

1040-1310 Concurrent Session 10 People & Culture Session Chair: Adam Seeber Ballroom 2

Concurrent Session 11 Service Management Practice Session Chair: Ian Smith Ballroom 3

Concurrent Session 12 Cybersecurity Session Chair: Wendy Bliss Studio 2 & 3

1040 Power-up your team for service management Peter McKenzie

Get fit for major incidents Ralph Gray

Making all your people your cyber heroes: the challenges and the opportunities Lawrie Kirk

1130 People, culture and data Christine McNamara

Building an end-user self-service catalog Brett Moffett

Robot magic - hacking and defending learning machines Bradley Busch

1220 Transforming Flinders University Kerrie Campbell

Problem management — easy to do, hard to start Michael Hall

Cyber security innovation session Scott Handsaker

1310-1410 Lunch Ballroom 11410-1550 Concurrent Session 13

People & Culture Session Chair: Michelle Major-Goldsmith Ballroom 2

Concurrent Session 14 Service Management Practice Session Chair: Janet Holling Ballroom 3

Concurrent Session 15 Modern Managed Service Session Chair: Michael Hall Studio 2 & 3

1410 Got a wicked problem? Need to move quickly and fix things? Experience KT bootcamp - for solvers of the future David Rogasch & Ishita Terry

Digital strategy underpinned by ITSM Harold Petersen

What happens when you apply AI techniques to service management? Greg Baker

1500 A pragmatists guide to the human factors of change Peter Gates

ITSM in home affairs Michael Milford

Panel: DevOps and the people challenge Chair: Dave Favelle Featuring: Rob England, Aprill Allen, Chris Fowles, Katrina McDermid

1410-1500 Concurrent Session 16 Ignite Presentations Session Chair: Kathryn Howard Studio 1

1410 Ignite - 20 slides autoadvancing every 15 seconds Rob England, Ralph Gray, David O’Reardon, Duncan Troup, Adam Seeber, Cherry Vu

1550-1750 Closing Drinks Ballroom 1


Useful Information

Hashtag

The Conference hashtag is #smconfAU – join the conversation on Twitter.

App

The Service Management app allows you to make the most of the conference and interact with delegates, exhibitors & speakers. To download the app you will need to search for ‘Elements Event Portal’ in your app store, then log in using the event code: itSMF2018.

Wifi

Network: QT-Event Password: GreatEvent

Feedback

We are always looking for ways to improve. Please help us to do this by rating the speakers within the app and completing the Conference questionnaire online .

Cloakroom

A cloackroom is available via the hotel concierge.

Presentations

Delegates will receive access to speaker presentations after the Conference. You will be notified via email once they are ready.

Meet itSMF Australia

Visit the itSMF Australia Stand in the exhibition area. Members of the National Board and State Chairs will be on hand to talk all things itSMF with you and answer your questions.

Gala Awards Dinner

Registrations for the Gala Awards Dinner are separate from the Conference. If you don’t have a ticket to the dinner yet, or you want to bring a guest, please visit the registration desk to snap up any last-minute seats!

The Gala Awards Dinner will take place at The National Arboretum, Canberra. Pre-dinner drinks begin at 6.30pm, with guests to be seated by 7.30pm.

Buses have been arranged to take delegates to The National Arboretum from the QT Hotel. Please be ready to leave by 6.15pm.

A general No Smoking policy applies throughout the entire Arboretum site; including forests and venues.

Buses will depart from The National Arboretum and take guests back to the QT between 10.15pm & 11.00pm

Lost Property Please report all lost or found property immediately to the staff at the registration desk.

Mobile Phones Delegates are requested to turn their mobile phones onto silent during sessions as a courtesy to all speakers and delegates.

Name Badges All delegates will be given a name badge at registration. For security reasons, we ask that you wear your name badge at all times. This name badge also allows official entrance to all conference sessions, exhibition, catering areas and social functions.

Name badges can be collected at the Registration Desk during the following times:

Tuesday 4th, September: 8.00am - 8.00pm

Wednesday 5th, September: 7.30am - 5.00pm

Thursday 6th, September: 7.30am - 5.00pm

VISIT www.axelos.com/itil-more-than-meets-the-i

ITIL saves money, reduces risks, and delivers a superior user experience.

The fundamentals of ITIL are used by millions globally, every day.

The impact of ITIL is vast.

MTMTI August 2018 210x297mm.indd 1 20/08/2018 09:36:07

SERVICE MANAGEMENT 2018 NATIONAL CONFERENCE | CONFERENCE BOOKLET 9VISIT www.axelos.com/itil-more-than-meets-the-i

ITIL saves money, reduces risks, and delivers a superior user experience.

The fundamentals of ITIL are used by millions globally, every day.

The impact of ITIL is vast.

MTMTI August 2018 210x297mm.indd 1 20/08/2018 09:36:07


Workshops

Implementing real world problem management with Michael Hall

This workshop is based on the author’s popular book ‘Problem Management, An implementation Guide for The Real World’ and offers practical guidance on all aspects of implementing and running an effective problem management function, from proposition and justification of the function to different ways of organising it. The advice, recommendations, templates, examples and exercises will give practitioners, consultants and managers the tools they need to add real value to their businesses.

Michael Hall

Michael has over 25 years of experience in IT, developing and leading teams, managing change programs and implementing Service Management. A specialist in Service Operations, he founded Problem Management as a global function at Deutsche Bank and has since delivered improvements in problem management and problem solving for multiple organisations.

He uses a proven approach to deliver measurable results for customers through establishing and enhancing a structured methodology, focusing on the right problems and finding real root causes and complete solutions.

In 2012, he earned an MBA (Technology) from the Australian Graduate School of Management and is a certified Professional Problem Solver (Institute of Professional Problem Solvers).

His book, Problem Management, An Implementation Guide for The Real World, was published in November 2014 by BCS and is available through Amazon and the publisher.

LinkedIn Profile: http://au.linkedin.com/in/michaelgeorgehall Ace your organisational performance with Nick Karpetis

In this practical session, Happiness Concierge, the training company trusted by Reserve Bank of Australia, AGL, CitiPower and USYD shares a framework for managing the four pillars of building top performing teams during times of change:

1. The critical elements to building, and rebuilding trust2. Managing performance and motivation during times of change3. Inheriting teams with behavioural shutdowns and evolved defensive strategies4. Facilitating high performing, efficient and motivated teams in a shared vision

Exercises:What makes a high performing team?- Creating a ‘first responder’ mindset: how to respond- Delivering the message to your team toolkit: message, timing, delivery, action- Identifying scarcity and survivor mindsets: constructive, time critical, honest - communications- Reframing change as opportunities: understanding your teams larger goals, personal - meaning and leverage points

Nick Karpetis

Previously consulting for Microsoft, Nick Karpetis’ digital transformation projects across Australia have comprised clients such as the Australian Government, Department of Health, Department of Finance, Comcare and ACCC.

Nick now applies his love of technology, people and presenting as Trainer at Happiness Concierge.

Nick is also a registered ISTQB Trainer for Foundation and Agile extension levels.

Leaders in Problem Solving.

CONFIDENCEUNDERPRESSURE

“We achieved a 67% reduction in Priority 1 Incidents. The results were so impressive that the rest of the IT organisation asked for the KT

training too.”Joe Gallagher, Deutsche Bank

www.kepner-tregoe.com

ServiceNow IntegrationTraining, Simulations& Labs

Consulting & Implementation

Improve your resolutions and raise your customer satisfaction

Come visit us at our booth at this year’s conference

SERVICE MANAGEMENT 2018 NATIONAL CONFERENCE | CONFERENCE BOOKLET 11Leaders in Problem Solving.

CONFIDENCEUNDERPRESSURE

“We achieved a 67% reduction in Priority 1 Incidents. The results were so impressive that the rest of the IT organisation asked for the KT

training too.”Joe Gallagher, Deutsche Bank

www.kepner-tregoe.com

ServiceNow IntegrationTraining, Simulations& Labs

Consulting & Implementation

Improve your resolutions and raise your customer satisfaction

Come visit us at our booth at this year’s conference


Leading cultural change through pop culture David Conroy | IT Customer Experience Manager, SA Power Networks

What do The X Factor, Terminator 2, and Shark Tank have in common?

They are fantastic examples of quality pop culture and some of my personal favorites. They are also playing a key part in how the IT Customer Experience team at SA Power Networks has started to shift to a more adaptive, empowered, customer focused workforce. This session /presentation will focus on practical examples that SA Power Networks has been experimenting with for the last 12 months. We will share the Good, the Bad and the Ugly.

Dan Pink (and many others) tell us that autonomy is one of the key drivers of motivation; but how do you build a sense of empowerment and autonomy in your operational IT teams whilst still ensuring the selected work is of value to the organisation? Well, we use the Shark Tank. The mutant hybrid child of Lean, Agile, Hackathons and pop culture.

In this first iteration, cross-functional teams have been asked to present to their leadership team every two weeks with a problem they selected. They have been asked to answer the following questions. 1) What is the problem and why did you pick it? 2) What did you try/do? 3) What value/benefit did you deliver? 4) What did you learn? These questions provide enough focus to guide the discussion without people wasting hours developing slick PowerPoint presentations. Team members have gained valuable experience in presentation as well as the ability to share their wins with the leadership team. Timeboxing to two-week periods also helps keep the ideas to a more manageable size.

This talk will explore in more detail how Shark Tank leads into “Terminator 2” – there is no fate but what we make – and how the “X-Factor” is the importance of measurement and listening to your customers.

Making sense of ITSM with cynefin Akshay Anand | Product Ambassador, ITSM, AXELOS Global Best Practice

“The Cynefin framework … allows executives to see things from new viewpoints, assimilate complex concepts, and address real-world problems and opportunities” – A Leader’s Framework for Decision Making, David Snowden & Mary Boone, Harvard Business Review, November 2007.

Cynefin is a sense making framework that provides guidance on understanding the type of environments and situations, each of which require a different approach to making decisions. The Cynefin framework has been enthusiastically picked up by the software development community, but it can be applied successfully to IT Service Management. Many mistakes in ITSM (or more generically, in IT Management) can be often be traced back to a misunderstanding of the type of environment or situation, leading to incorrect approaches being used to make decisions. The Cynefin framework provides a explanation of the different types of environments and situations, as well as practical methods to apply in each environment.

Rain, rain, go away – how problem management must adapt in a world of integrated cloud services Shane Chagpar | Global Technical Lead, Kepner-Tregoe

You’ve committed to moving your key business services to the cloud and so far your integrations are holding. No turning back now! To prepare for potential rainy days that lie ahead what premortems can you and your teams conduct? What are the right tools most effective for today’s next-gen environments? It’s not all bad, right? You moved to the cloud to take

Session Topics: Day 1


advantage of security, reliability, and peace of mind. However, you are now part of a new frontier which brings uncharted terrain and problems hard to identify till you arrive.

In this session, Shane Chagpar of Kepner-Tregoe will teach you how to prepare for a potential cyclone in this environment as he asks, “what colour is your umbrella?” and covers the spectrum of how best to prepare yourself for the challenges ahead. He’ll discuss how service and deployment models will require a different approach to setting expectations with your customers. How you’ve got to redefine team troubleshooting so you can manage and take control of incidents that are now outside of your control. It’s a shift from being reactive to being proactive. You must monitor critical infrastructure, applications and metrics that reflect customer experience and most important (and the silver lining) are to leverage resource advantages your team gains from moving to the cloud. The Boy and Girl Scouts motto is “to be prepared”, and through good knowledge management, much work can be done to protect your organisation by carefully planning your process architecture, saving your team from brutal hours of work handling cascading effects due to unauthorized changes. It’s all simpler than you think, and Shane will walk you through how.

Why people change has to be everyone’s business – game on! Karen Ferris | Director, Macanta Consulting

When change is volatile, uncertain, complex and ambiguous – When constant change is the new black – We cannot rely on a select few to manage the people side of change.

This keynote presentation describes the brave new world we are now in or are about to be faced with.

When change is fast and iterative and subject to alteration in outcomes, how do you manage the people side of change. How do you communicate and engage when the outcomes are not yet known. You can’t! We have to stop talking about resistance to change and start talking about resilience. The presentation describes how we need to simplify the roles involved in the people side of change and how change has to be everyone’s business.

Our workforce is a team and has to behave like a field sports team. Every game is different. Ground, pitch, opposition, tactics, position etc.

The team says ‘Game On!’ There is no resistance to change! They have managers and coaches that make it happen. So how do we move our workforce to a position of ‘Game On?’ This presentation shows you how.

Service management in Suncorp’s agile Chief Data and Transformation Office Stijn De Lathouwers, Julie Burke | Executive Manager, Chief Data and Transformation office / Service Management Platform Manager, Suncorp

Suncorp’s technology division is well known for its Australian leading agile practices and technology delivery. Its Chief Data and Transformation Office embarked on introducing a Service Management practice in a hyper agile organisation. A clash of worlds was predicted yet we have a harmonious biosphere with improved services, agile practices, customer experience, reduced organisational risk and improved data and analytics operations.

This session will take you through their journey, its challenges and successes and will give you a glimpse on how an agile team of aligned data and analytics professionals succeeded in embedding basic practices and improved maturity over the course of a single year.


Session Topics: Day 1 continued

Maintaining situational awareness in the modern operations control tower Chris Fowles | Principal Consultant, Vibrato

Modern applications and platforms provide torrents of metric and logging feedback to operational teams. Sorting the information from all this data to uncover the insights into the running state of these workloads can be challenging. Vibrato will share some of the unique strategies we use to help teams make sense of the signals by presenting the right information to the right audience at the best time.

Implementing a comprehensive visibility platform can help reduce Mean Time To Resolve, mitigate customer frustration, and improve business’ operational awareness outside of just the operations team.

3 ways to supercharge service Duncan Troup | Design Thinker, Tingle Tree Group

When we build teams we build value. Taking a lead out of the board room there are three types of value – operational value, strategic value and social value. In this session we will look at these ideas and reflect how they apply to the creation of sustainable high performing service teams. In particular through some outside in and outside the square thinking that will take your service teams to the next level.

#1 – Operational Value – “Be clear on your business model and how it relates to customers”

In this first “speed date” we will discuss how to shape your business model from the outside in using a simple value model. We will look at a number of steps across:

• Identifying the Value • Creating the Value • Producing the Value • Communicating the Value • Delivering the Value • Supporting the Value Created

#2 – Strategic Value – “Understanding how to build a strategic service advantage”

In the second speed date we will look at how the operating model (operational value) is set up and executed. We will look at the following forces and how they relate to building a sustainable strategic advantage for your organisation.

• Relationships • Process • Technology • Knowledge • Culture

#3 Social Value – “A new idea – building shared value with your customers”

In the last speed date we will discuss the idea of working on building shared value in your service ecosystem – be that with internal or external customers. We will discuss resetting the traditional boundaries of the service system through the lens of:


• Engaging in fast and rich feedback • Co-creation of services with customers • Ideation from the outside in • Peer support (level 0 support) • Advancing your profession through research collaboration

At the end of the session the attendees will have three new perspectives on building value in their delivery of services. This will help them engage their teams though deeper purpose, a higher level of strategic design thinking in their service delivery models and ultimately an understanding of how to build competitive advantage for their organisations through a great customer centric team!

Human centered ITIL service design (mix well for the perfect customer (& organisation) outcome) Katrina Macdermid | Director, KayJayEm Services

Holding the revered qualification of ITIL Master, Katrina is an expert in the integration and creation of Human Centred ITIL Service Design frameworks; essentially, consulting for a major Australian Airline, she adds the “human” element to ITIL.

What is Human ITIL Centred Design?

Human Centred ITIL Service Design is an approach to creating solutions for problems and opportunities through a focus on the needs, contexts, behaviours and emotions of the people that the solutions will serve. For example, Katrina has identified significant improvements for incident logging. Her approach focused on Airline front line staff and considers each type of users’ environment, motivations and behaviours for why incidents are (and are not) being logged.

Katrina has a solid background and history of managing large transformation projects valued up to $2 billion with some of the largest national and international globally recognised organisations.

With a solid background in designing and implementing innovative new systems and technologies in industries like the airlines, telecommunications, technology and services, she has a fundamental philosophy that she believes that as world standard practice we should design ITIL processes that include the frameworks of human centred design. So that all systems work as a natural order of steps to human nature are intuitive, complementary and enhances the use of the customers desires motivations and delights in line with the organisations objectives, (which at times folks in IT do not always take into consideration). Her exceptional communication, negotiation and program management delivery.

Katrina is a well-known speaker and lecturer on Human Centred ITIL Service Design, she frequently speaks at conferences on the subject and as well as lecturing at the Academy Xi specialising in Human Centred Design. Her concepts of combining ITIL Service Design with Human Centred Service Design can be easily adopted and utilised by organisations in the design of IT Services into highly valuable, sustainable and relevant IT services.

Recently nominated to be an ITIL Global Ambassador for the upcoming new version of ITIL, she is a Certified Practicing Program Director (CPPD) accredited by the Australia Institute of Project Management, in the field of Program Delivery. Katrina holds a depth of expertise knowledge and hands on experience including holding a range of Program Management & ITIL certifications such as PRINCE2, PMBOK, ITIL Master and CPPD.



Cybersecurity – the evolution of an industry and the importance of human behaviour John Karabin - National Director Cybersecurity, Dimension Data

With major breaches targeted at government, critical infrastructure and commercial companies being announced daily, the question arises - what do we do next? Technology has developed very quickly to counter the growing threat landscape. However, each year security companies make proclamations that they have the answer to the problem, and each year the number of breaches and their impact on society grow. So, where will we be in 2020, and does the silver bullet exist?

Effective communications - learning from jet engines, snipers, and 500 pound bombsRocky Heckman | Technology Surfer – Public Speaker – Visionary

In today’s fast paced global world where it’s not about the big eating the small, but the fast eating the slow you can’t afford miscommunications or misunderstandings. Most of the problems we have today are caused by people being in a rush to convey a 1000-page dissertation into 140 characters. We have messages we need to get across to people but we don’t lay them out well enough for people to read and understand them in the very short amount of time they have to read it. So, what do 500-pound bombs, snipers, and Jet Engines have to do with improving how we communicate? Come to the session. We’ll have a laugh, learn a bit and you’ll find out.

DevOps, ITSM and agile: finding the balance Dave Favelle | CEO, ValueFlow

DevOps is reaching a tipping point in the Australian IT market. Business and IT executives are motivated to get the benefits but they need to understand this is a different type of change. Firstly, there needs to be a clear view on where in the IT portfolio DevOps is most applicable, how to get started, how to tailor ITSM, and how to scale DevOps across the Enterprise.

In this presentation, David will bring insights from his work as a consultant and trainer. He will introduce resources and case studies from leading DevOps global organisations. He will also show how DevOps, Agile and ITSM can be integrated and how they can co-exist within the IT4IT standard and IT Operating Model.

Agile and ITSM can be integrated and how they can co-exist within the IT4IT standard and IT Operating Model.

“Back to pen and paper” – how to test your readiness for a cyber-attack Rinske Geerlings | MD and Principal Consultant, Business As Usual

In this hands-on session, we will take cyber risk readiness and related Business Continuity capability to the next level.

Rinske will be handing out a world-class disaster simulation template, after which we will build real-life cyber risk scenarios to put your organisation to the test.

This session will bring together a range of considerations when testing your organisation for its cyber threat preparedness… not in terms of prevention, but purely in terms of response and recovery.


After choosing a believable scenario (e.g. DDoS, ransomware or phishing attack), we will build the logistics and procedures for a response and recovery simulation exercise. We will discuss and evaluate injects/challenges such as:

• Pre-rehearsal communications: what will you tell participants? Will the test come as a surprise or will you pre-inform people?

• Participants, including those outside the IT department • Involving external parties such as Government agencies, external technology partners and customers • Reputation related challenges (e.g. Public Relations aspects and/or social media storm affecting the ‘brand’ of your

organisation) • Human Resources related issues such as handling staff panic regarding their critical data • Security aspects including rapidly protecting physical access to your data centre/servers as well as locking down your

data/applications • Other physical infrastructure related challenges (e.g. dealing with situations where a cyber attack has affected physical

infrastructure such as building security systems, elevators and electricity provisions) • Legal aspects, such as organisational liability for data loss of clients • Any other surprise elements including the use of actors • Post-exercise activities, e.g. measuring the effectiveness, efficiency and learnings from your exercise • Planning tools/logistics to make your rehearsal go smoothly

Depending on the size of the group, we may split up in sub teams for this session.

The take-home value of this session includes a practical template plus sample test scenarios that are ready to be applied in your own organisation, to test its readiness for a real-life information security incident.

Performance reviews suck. What to do instead David O’Reardon | CEO, Silversix

Adobe, Dell, Microsoft, IBM, Deloitte, Accenture, PwC and GE have all dropped the annual performance review. Why? Because annual performance reviews suck! According to one study, 73% of HR professionals believe annual performance reviews are a waste of time and resources. Performance reviews, designed to increase performance, have even been shown to have the opposite effect. Continual feedback is the answer. To be a great leader, you have to know how to coach. Quality, timely feedback has been shown to increase engagement, productivity and customer service levels. In this session, David will share the latest research on performance reviews (warning – you’ll want to drop them like a hot potato!), explain why continual feedback is the answer, and share some tips (and help you avoid the pitfalls) for becoming a great coach and a better leader.

Let’s face it, “Yay, it’s time for my annual performance review!” said no-one ever.



VeriSM™ – the new kid in town! Michelle Major-Goldsmith, Simon Dorst| Service Management, Kinetic IT

As the great rock band the Eagles said: “There’s talk on the street; it sounds so familiar. Great expectations, everybody’s watching you”.

As the IT industry shifts towards digital transformation, the evolution of new management practices and the ‘commoditisation of IT’, there is so much to watch in the service management space! There seems to be a constant chatter about new management models, best practices and frameworks. It seems there is often ‘a new kid in town’. This presentation will consider the latest: VeriSM, and focus on where it has come from and where it sits within the field of service management.

We will present the VeriSM service management approach from the organisational level, looking at the end-to-end view rather than focusing on a single department, like IT. VeriSM allows for a tailored approach depending upon the type of business, its priorities and culture. We will explain how organisations can adopt a range of management practices in a flexible way to deliver the right product or service, at the right time to their consumers. We will outline how VeriSM sits alongside other best and enabling practices, and how we think it will fit with the next version of ITIL.

Within this presentation the key elements of the VeriSM approach will be explained together with some of our favourite attributes.

Enterprise, the next generation Gary Percival | Senior Consultant, SM4ALL Services

All enterprises deliver multiple services, both internal and external, though most do not formally practice any means of service management.

In ITIL and ISO 20000 there is huge potential value to organisations to effectively and efficiently manage their portfolio of services. If the ITSM staff are focussing only on IT, then we are doing our employer a major disservice!

I wish to propose that there are business-critical services, which are more and more online, which can benefit from the application of the ITSM principles. That many organisations are already performing some ITIL disciplines (without knowing it), but without the overall governance view that ITIL provides. I cover the approaches that can be used, provide some examples of the processes we are so familiar with, and now businesses are using them. I propose the two-level service management model – Service Level and Supporting Process Level.

This is viewing services from a lifecycle perspective and viewing the lifecycle supporting processes themselves and their interdependencies. You need to manage services through their lifecycle, and manage the evolution (CSI) of the supporting processes as services in their own right. With Agile, Lean, DevOps, IoT, automation, AI and all, the 2010 processes need a new approach. One which is adaptive and generic. One that can apply to all service providers, not just IT. To show how the ITIL disciplines can be adopted by all service providers, and how the early adopters are using these methods.

Navigating the pitfalls of people change whilst transitioning to agile at scale Adam Murray | Agile Transformation Lead, Dimension Data

In today’s modern world the pace of change from traditional waterfall project methodologies into an Agile way of working is becoming ever more popular. Kanban, Scrum, DevOps and Lean dominate the team based approaches of ‘getting to


value’ faster. Increasingly organisations are wanting to take their Agile skunkworks programs and scale them across the enterprise. This is where frameworks like SAFe, DAD and Nexus appear in the organisation. As per any company wide organisational change initiative, the people impacted by the scaling efforts need to be considered alongside the other obvious benefits expected by the management team. Such as improvements to the bottom line, cost reduction and increased revenues.

In this presentation the speaker will walk through a short introduction to the various agile methods and frameworks, concentrating on the most popular today – Scrum and SAFe. Followed by some real life examples where the people change impact was not considered fully and had both an impact on the organisational change and the people themselves, thus reducing motivation and morale. The intent is not to describe an existing methodology for people change in a new way, rather pulling on true stories and actual situations. Finally, the speaker will describe how these situations could have been avoided by tackling it in a different way. The intention is to help other agile transformation initiatives to avoid common people change challenges through the use of practical, real life experiences explained in a teaching, learning way.

Meet the panelists Chair: Janet Holling Featuring: Akshay Anand, Karen Ferris, Simon Dorst, Michelle Major-Goldsmith

This session allows all delegates to ask follow-on questions from the keynote panellists from Wednesday’s morning session.

Startup to scale up: becoming PCI compliant Carmen Nunez | Customer Success Manager, Haventec

Haventec is an Australian owned and operated Cyber Security technology company with a suite of security solutions that protect identity and personal information transactions in the modern open digital economy. We are a start up with less than 20 people that entered the market two years ago and we are moving fast to establish a scalable business.

Last year Haventec participated in the Start Up Lane. This year we look back at how far we’ve come in a relatively short period of time. We share how we’re building and running compliant services, how a small team invested and took a strategic approach to become PCI DSS compliant and how we’ve used PCI and other frameworks to our competitive advantage.

PCI leverages key ITIL processes such as incident and problem management, change management and continual improvement. It meets the requirements of other frameworks such as ISO27001:2013. Frameworks are powerful business enablers, they demonstrate the confidence of your people, and the maturity of your processes and systems so that they can be independently verified. They gain the trust of customers and the marketplace.

We share the techniques that can be used in organisations large and small to Integrate PCI into business-as-usual and show how PCI is now part of who we are and how it has changed the way we work. More importantly we share how frameworks can have a real impact on business outcomes and your ability to scale.


Power-up your team for service management Peter McKenzie | Principal Consultant, Sintegral

So here we are at the Service Management 2018 conference. So what is a service, a service model? Does your organisation truly understand services and what that means? Do they grok*?

Moving to service based management implies implementing service based accountability – this can represent a change to how people think about their roles and how they behave in response. Even when people say they understand “services” the implications may not be understood. This can be a significant cultural challenge.

Agenda: • An accountability based approach to service modeling and the relatively simple rules to support it; • An exploration how those rules can challenge the status quo and real life reactions; and • What can be done to smooth the path.

The goals of the session are to present the organisational change experiences from some real (but anonymised) organisations including: • How moving to true service based accountability was far more of a cultural challenge than anticipated; • Showing that once the change is accomplished, it empowers staff; and • How this change allows management of complexity and also its reduction.

*’Grok’ means to understand so thoroughly that the observer becomes a part of the observed – Robert Heinlein, “Stranger in a Strange Land”.

Get fit for major incidents

Ralph Gray | Golden Pelican IT Consulting

In keeping with the conference theme “Get Fit for Service” this presentation helps practitioners to “Get Fit for Major Incidents”.

It goes way beyond the published guidance from ITIL (a pathetic ½ page) and ISO/IEC 20000 Part 2 (another ½ page). It does this based on Ralph’s 40 years in IT and 20 years experience in dealing with major incidents based on ITIL guidance. The presentation will embed experience from multiple organisations that Ralph has worked for, either as an employee or as a consultant. However, because of the sensitivity that often surrounds major incidents, most case studies will be presented anonymously.

Major Incidents have the potential to create significant disruption to an organisation’s and its customers’ business operations, to impact customer confidence and, in some cases, seriously harm the reputation of the organisation. When major incidents occur, as they inevitably do, they can have a devastating impact on the organisation, its staff and customers.

To limit the impact, we need to ensure that these incidents are managed properly and resolved effectively.

ITIL and ISO/IEC 20000 specify that a procedure for handling major incidents is mandatory, but most organisations fail to have adequate processes in place. Part of the reason for this is that ITIL gives an inadequate level of guidance. Organisations and practitioners have had to build on the guidance using their own experience.

This presentation will guide you through understanding Major Incident Management and its relationship with other key processes such as Problem Management, Change Management, Service Continuity Management and Continual Service Improvement. To do this, the presentation is filled with interesting case studies. It will build a comprehensive framework (a high-level process flow) for managing major incidents end-to-end that participants can take home and implement.

The presentation will be suitable for practitioners at all levels of experience.

Session Topics: Day 2


Making all your people your cyber heroes: the challenges and the opportunities Lawrie Kirk | Business Development Manager, Australia and New Zealand, APMG International

Many organisations continue to invest in multiple layers of ‘intelligent’ technical controls to protect themselves from cyber attackers. However, security breaches continue to grow in their scale and impact. There’s something missing in our organisational response to the cyber risks we all face. Hard won corporate reputations, competitive advantage and operational capabilities are all at risk.

The stark reality is that most successful cyber-attacks succeed because of human error – the unwitting actions of anyone in the organisation, regardless of their role or responsibility. We need to understand that effective cyber resilience has always been as much about our people and their behaviours as it is about technology or compliance with the latest regulations.

Our people and their behaviours need to sit at the heart of an effective cyber resilience strategy. It requires a balanced and collaborative approach across the entire organisation – embedding the simple, practical and relevant guidance we all need to enable us to make the right decisions at the right time in keeping our most valuable and precious information and systems safe.

A missing key in the creation and growth of a truly cyber-resilient organisational culture lies in building a vigilant and resilient workforce through effective cyber awareness training for all. In this vital area of staff training and development, dry ‘tick-box’ annual compliance training, with a ‘one size doesn’t fit all’ approach that so many organisations continue to rely on has demonstrably failed to embed the long-term behavioural changes required to operate securely and responsibly in the digital age. At best, it reminds us of some essentials; at worst, it’s treated as a necessary evil, a distraction, and something to be completed, and forgotten, as quickly as possible.

We need to take a different approach. One that moves beyond ‘tick-box’ tedium and which combines easy to understand best practice guidance with innovative training techniques that acknowledge the different ways we all learn. This presentation outlines what good can look like by:

1. Illustrating, through case studies, how some UK organisations are creating and sustaining a vigilant and resilient culture across their workforce;

2. Showing how new training techniques, like gamification and real-time training, can help engage your people 3. Questioning just how much security awareness training is enough 4. Talking about the role your board/leadership teams and champions across your organisation should be playing 5. Emphasising the importance of providing training to protect information at home as well as at work 6. Presenting the power of stories to build active learning and sustained behaviour change

Those attending will learn where they can begin their cyber awareness training journey, where they can enhance their existing programme and provide ideas for innovative new approaches to training all your people. The presentation is aimed at business leaders, those responsible for information security and/or security awareness and anyone interested to know more about their role in protecting their organisations reputation in the face of rapidly evolving and changing cyber threats.

People, culture and data Christine McNamara | Managing Director, Optimus Australia

It takes belief and courage to embark on Service Management transformation. A critical success factor is establishing a change culture to underpin it’s success. If transformation is too much of a risk then incremental change through a Continual Service Improvement program may be the way to go.


People: Identifying a leader is the crucial first step. A leader communicates the vision and a clear picture of what the end game looks and feels like. A clear vision statement will be the motivator when resistance to change arises and will provide the guiding principles for all decision-making. Creating a clear vision statement starts with an understanding of the current state and this can often be blurred by the quality of the data. Undertaking a capability assessment is a method used to establish the baseline and it provides a framework and guidance for each capability maturity level, confirms you have arrived at the target level before moving on to the next level.

Culture: Creating a change culture is the foundation for transformation and Organisational Change Management (OCM) takes into consideration the people aspect. Developing a change culture is about creating new habits and supporting the people in the organisation to embed these habits into ‘the way we do things’. What differentiates one organisation from another is not technology, not process, not quality but the culture. It is what you stand for daily and if you live it then customers will notice.

Data: Data is created by people, therefore analysing data provides enormous insights into the culture and capability of an organisation and can validate what is ‘anecdotally’ known to be true. Equally important to analysing data is to go and see how the data is created. More often than not the person creating the data, keying text into field, selecting from dropdown options or the auto-population based on business rules, does not know how this data will appear on reports or drive business decisions. Not everyone understands analytics (data and reporting) or how to look for meaningful patterns however I have seen data quality improve when there is an understanding of the basic meaning of the data, where it will appear and how it will be interpreted. Measuring, monitoring and improving performance based on solid data foundations is key to the success of People and Culture.

Building an end-user self-service catalog Brett Moffett | Solutions Architect, Cireson

We all want to try and reduce the number of calls we field in a day. Having an end user self-service catalog allows our customers to use self-service to request the services they require but it is often difficult to get started, drive adoption rates and get results.

In this presentation we will look at where to start when looking at creating a service catalog as well as how to maximise the service catalog once we have it and even look at some examples of different approaches to service catalogs from real world companies.

• Catalog Planning (Where to start and how to take a Phased approach – Quick Wins) • Design Implications (The Do’s and Don’ts for your design) • Navigation (Real World Examples of the different Navigation styles) • Driving Adoption (How to get people using the catalog) • Automation (Closing the loop)

By the end of this presentation you should have some clear learning outcomes that you can take back and start to use in your organisation and start your Self-Service catalog today.



Robot magic - hacking and defending learning machinesBradley Busch - Chairman, itSMF

The explosion of Machine Learning technology, materials technology and advanced controls systems has seen robots enter our lives in meaningful ways. Whether it is chatbots for customer services, robot vacuums, self-driving cars or autonomous drones; robots are in our hands, our lives and flying over our heads.

In this presentation we will cover the explosion of robotic technology, a quick understanding of machine learning and then dive deep into Magic to understand how we hack the human mind and our robot servants. It isn’t all bad news though, we will also explore ways of protecting robots from hackers.

Without accessing the command line and with no hoodies in sight, you will learn about how to attack and defend robots through stories you will take away to share with your colleagues and friends.

Transforming Flinders University Kerrie Campbell | CIO, Flinders University

Agile was once considered a fad and popular in the realms of crazy startups with cowboy coders, but now agile methodologies and working in an agile way are being adopted across all industry sectors. Agile has drawn its fair share of advocates and opponents and both are as passionate about their views as each other. Agile will not help you with disengaged people, poor culture or low levels of capability – it’s not a silver bullet. But it will improve your teams work quality, timeliness and your customer’s satisfaction.

Agility in delivery and agile customer focus need to be adapted to the changing context of the new enterprise, this means that stuff will break. Agile will break your people, your processes and your org structures – but that’s ok.

Problem management — easy to do, hard to start Michael Hall | Problem Management Expert, Real-World IT

This presentation sets out to explain why problem management should be easy, but many organisations find it hard to do well and realise the benefits that result. I talk about why it should be easy, but why people find it hard, or hard to get going. I then draw on ten years experience doing, implementing, thinking and writing about problem management, to go into practical steps to make it easier to both do and get results, then lead people through some arguments they can use to encourage teams to get involved effectively.

Why do I say problem management is easy?

You only need to do two or three things to be successful:

• Find the problem – the high impact but easy way – have a service interruption (incident) – or the low impact but slightly more difficult way – analyse your data, service outputs and expert’s knowledge to find problems before they can interrupt service

• Find the cause – technical or triggering cause, root causes or underlying situation, contributing factors (things that make it worse or more complicated)

• Fix it – implement a permanent solution that eliminates the underlying causes and prevents future incidents being triggered


That doesn’t seem so hard, but people still find managing problems effectively challenging to implement and maintain.

Why is it so hard to get happening?

I hear lots of reasons why people are either not doing it or doing it but not realizing the benefits. Things I hear include:

• They don’t know how to do it • They don’t know how or where to start • Management can’t see the value dividend from solving problems effectively • People think they are doing it already but really aren’t • We are too busy doing our day jobs to add more work or another layer of administrative overhead

How do you make it easy/easier?

There are a few things we can do to make problem management easier:

• Use a structured approach – have a method and make sure everyone does it the same way – this is not the same as announcing a ‘process’ and asking everyone to follow it!

• Have or acquire problem solving skills – learn how to solve problems effectively and teach your peers • Problem management is something you do, not something you administrate or govern. Get directly involved in

problems and learn to be an effective facilitator of the expert teams collaborating on solving the problem

How do we overcome the reluctance of people to get on board?

• First, address the reluctance by setting out six bottom-line values that problem management brings. These include freeing up resources from fire-fighting and speeding up error free delivery, as well as improving customer net promoter scores

• Then, how to get going – start small and show positive results – just one type of problem or one area or priority • Finally, win support by celebrating and publicising successes – not yours: recognise the efforts of the experts who were

involved back to their management and customers

Cyber Security Innovation SessionScott Handsaker | CEO, CyRise

Presented by CyRise, Australia’s best venture accelerator for cyber security companies. Hear from a range of early stage cyber security companies deliver a pitch on their business, including some of the best innovators in Australia.



Got a wicked problem? Need to move quickly and fix things? Experience KT bootcamp - for solvers of the futureDavid Rogasch & Ishita Terry | Kepner-Tregoe

Are you dealing with complex, ill-defined problems in your operational landscape and need to respond quickly?

In this session, Ishita Terry and David Rogasch of Kepner-Tregoe will give you a road map and taste of our solutioning toolsets. Discover how to lift your people from their technical & operational silos and enable them to understand the strategic context of the E2E platforms in which they operate. They will place customer and employee experience at the centre of their efforts to solve technical, social, economic and process challenges holistically.

See how to enable your teams to deliver data informed stories that incorporate both big data/contemporary analytics with user/customer stories to guide executive decision making, implementation and benefits realisation.

Come and experience how KT Bootcamp incorporates devops and agile in a ready to use, scalable framework that builds capabilities of the future while delivering results on the fly!

Digital strategy underpinned by ITSM Harold Petersen | Practice Director and Principal Consultant, Servicevalue Pty Ltd

True Digital transformation requires an update in strategic thinking for your business and integration of your IT Strategy. It’s not just about upgrading your technology or automating some processes.

This presentation will firstly introduce success stories and failures of well-known large enterprises to genuinely adopt a digital strategy, not as s separate initiative, but as a key focus of their corporate strategy.

Traditional businesses need to rethink their underlying assumptions in five domains of digital strategy: customers, competition, data, innovation, and value. They need to harness customer networks, platforms, big data, rapid experimentation, and disruptive business models.

Does that mean that IT Service Management is fast becoming irrelevant whilst digital strategies are becoming the focus of many public and private environments?

The answer is ‘definitely not!’, but we will need to adapt in order to be an enabler for Digital Transformation, whilst – sadly – some ITSM capabilities within enterprises are often (seen as) constraints by the business.

This presentation will demonstrate how IT capabilities need to be the engines for a digital business. Now more than ever before does IT need to understand the business and its strategy to optimally align its operating models, provide stability and security in concert with great agility in developing new and changed digital services across their lifecycles, such as:

IT Strategy, including • Architectures (including micro-services, application portfolios, inhouse versus cloud based hosting, etc) • Business Relationship Management • Technology Business Management (business alignment, portfolio optimisation, cost optimisation, investment

optimisation, etc) • Information Security Strategy

IT Design and Transformation, including • Project, Program, Portfolio Management • DevOps and Agile capabilities • SDLC, Change and Release Management


IT Operations and Service Management

• SIAM and vendor management • IT Service Delivery and Support • Information Security Operations

What happens when you apply AI techniques to service management? Greg Baker | CTO, Daisee

ITSMF 2023 will be filled with stories and talks about transcription of phone calls, summarising text, automated topic modelling, chatbot auto-learning, solution inference, optimal assignment and effort prediction. In this profoundly optimistic talk, Greg will discuss what these all mean for the modern service desk and how they will transform service desks over the next few years.

Service management software will change: from the peak complexity we see today, and the difficulties in set-up and reporting, we will see a radical shift to a future where staff will be freed up to do what humans do best, leaving call annotations to the machines. Technologies available today and in the near future will give us software that listens and learns and acts.

Everyone wants to record caller satisfaction, wants to improve their CSAT scores and to bring the best out in their service desk staff. Real-time sentiment and emotion analysis of spoken voice will make this feedback and insight very fast, and may even obsolete the traditional need for CSAT scoring.

While chatbots today have been only moderately successful, chatbots that can learn without programming will accelerate the process of service desk off-loading, obsoleting many knowledge management systems by replacing them with fast-learning systems that don’t need to be updated by hand.

As the CTO of Daisee (Australia’s best technology company, fastest-growing and hottest AI company), Greg can provide a guided tour around today’s and tomorrow’s most interesting technologies in the ITSMF space.

Ignites Wrangled by Kathryn Howard

Ignites are a speedy presentation format. Each speaker gets 20 slides that will change automatically after 15 seconds resulting in multiple fun and exciting 5 minute presentations. You will experience presentations from some of the conference’s top speakers sharing a tasting plate of punchy, diverse and entertaining topics.

• Rob England • Ralph Gray • Katrina Macdermid • Duncan Troup • Adam Seeber • Cherry Vu



A pragmatists guide to the human factors of changePeter Gates | Director, KPMG

All change balances customer requirements against the velocity of change or disruption, workforce needs and the desire or capacity of the organisation to adapt. This presentation addresses the practical aspects of doing so; creating and maintaining a permissive environment, empowering a positive leadership culture and when it’s right to be prescriptive. Not everyone has to agree all the time – but it’s your job to get them through the process while maintaining a positive, productive and healthy work environment.

ITSM in home affairs Michael Milford | First Assistant Secretary, Department of Home Affairs

Michael will be using the topic of Information Technology Service Management as a platform to discuss the role played by the Department of Home Affairs as well as the challenges and opportunities presented by the use of technology across the organisation. The creation of Home Affairs has allowed the Department’s IT professionals and senior leaders to consider how IT is used to support customers and staff. This has revealed a range of challenges which the organisation is working to address while at the same time taking advantage of a raft of opportunities that technology offers in terms of efficiencies and improving the way business is done. Michael will lend his view on the direction of the Department of Home Affairs – as part of a wider Portfolio – and the role ITSM, and technology more broadly, will play as the organisation moves forward.

Panel: DevOps and the people challenge Chaired by Dave Favelle

• Rob England• Katrina McDermid• Aprill Allen• Chris Fowles

We don’t have 10 years to get DevOps done. How can we get it done in 3 years in a large Enterprise?

Will there be casualties? What are the new roles we need?

These questions and many more!


Gai Brodtmann - Shadow Assistant Minister for Cyber Security and Defence, Member of Parliament

Gai Brodtmann is the Shadow Assistant Minister for Cyber Security and Defence and her interests include cyber governance, standards and norms, community and small business empowerment, critical infrastructure, skills and training, women in STEM and the Internet of Things.

Prior to entering politics, Gai ran her own small business for ten years and consulted in Defence on capability acquisition and sustainment, financial and personnel management, youth development, science and technology, cultural change and diversity policy.

Gai has also spent a decade in the federal public service, primarily with Foreign Affairs and Trade and the Attorney-General’s Department. Gai was posted to the Australian High Commission in New Delhi, did a short term mission to Jakarta, and served on the Middle East desk, where she was involved in the normalisation of the relationship with Iran, the first Ministerial visit to Tehran in ten years and bilateral policy on Iraq, Jordan, Syria and Lebanon.

Gai is a member of the Centre for Islamic and Arab Studies Advisory Group, the Beersheba Strategic Dialogue between Australia and Israel and the Australia-Africa Dialogue. Gai is a former member of the Australia-India Leadership Dialogue.

SESSION: Opening address

Rob England - The IT Skeptic, Teal Unicorn.

Rob England is an independent IT management consultant, trainer, and commentator based in Wellington, New Zealand. Rob is an internationally-recognised thought leader in DevOps and IT Service Management (ITSM) and a published author of seven books and many articles. He is best known for his controversial blog and alter-ego, the IT Skeptic. He speaks regularly at international conferences.

Rob is an acknowledged contributor to The DevOps Handbook, and to ITIL (2011 Service Strategy book), and a lead author of VeriSM. Rob was awarded the inaugural New Zealand IT Service Management Champion award for 2010 by itSMFnz, and made a Life Member in 2017. Rob labels himself a “DevOps anticryptoequinologist”. (He’s interested in DevOps for horses not unicorns).

SESSION: Panel discussion - what happens when best practice isn’t? Ignite - 20 slides autoadvancing every 15 seconds Panel - DevOps and the people challenge

Keynote Speakers


Rodney Haywood - Head of Architecture, Amazon Web Services

As the head of Architecture for Amazon Web Services in Australia and New Zealand, Rodney Haywood evangelizes the significant benefits of the transition to the AWS cloud from the customer’s real world perspective.

Rodney manages a team at AWS which creates architectural best practices and provides key insights into how customers can use the cloud for business transformation, providing guidance and expertise from enterprises to small-to-medium businesses and leading edge startups. This involves not only identifying the success factors to make cloud adoption easier but how to avoid missteps in cloud adoption.

Rodney is passionate about his customers and how the AWS cloud is changing business models, and more widely, how we live and work as a society. Drawing on his 20 years experience in IT Rodney is also interested in how people obtain the skills required for today’s innovative workforce – and how we develop the next generation of technical specialists.

SESSION: Doing service management at Amazon speed and scale. Preparing to catch the wave

Matina Jewell - Leadership Strategist and International Keynote Speaker

During her 15 year military career, best-selling author Matina Jewell tracked down warlords, worked with the US Navy SEALs, fast roped out of helicopters onto ships, and represented Australia as a peacekeeper with the United Nations in Syria and Lebanon where she found herself thrown into the middle of a devastating war. Matina’s lessons of resilience and leadership have transformed some of

the biggest companies and her message of courage continues to empower leaders from all walks of life. Her story has audiences on their feet time and time again.

With enthralling footage, stories of hardship and valuable learning from her many life-threatening missions, Matina will take you on a journey that will effect long lasting positive change in your leaders, teams and organisations for years to come

SESSION: Leadership resilience in times of change

Anne Templeman-Jones - Worley Parsons Limited, Non Executive Director

Limited, Citadel Group Limited, WorleyParsons Limited, Cuscal Limited and the Chairman of the Commonwealth Bank’s financial advice companies. Formerly a former director of, Pioneer Credit Limited, TAL Superannuation Fund, Notre Dame University and HBF’s private health and general insurance companies.

Anne had a 30 year executive career developing deep operational, risk, governance and strategy experience. Early in her career she held audit and accounting roles with Price Waterhouse working in Australia and overseas. She gained experience in corporate banking with Bank of Singapore (OCBC Bank) and then Westpac Banking Corporation, and in private banking with Australia and New Zealand Banking Group. Anne returned to Westpac in 2007 and went on to hold various senior management positions in private banking, risk and strategy until 2013. Her depth of experience has enabled her to serve as a Chair or Member of Audit and Risk Committees on current and past Boards.

With an avid interest in technology and innovation in the global environment we live in, Anne passionately pursues a pathway of continual learning which has taken her to the US, UK/ Europe and more recently a number of visits to Israel.

Qualifications: BCom (UWA), EMBA (AGSM), MRM (UNSW), CA, FAICD.

SESSION: One-on-one Interview with Bradley Busch


Aprill Allen - itSMF, National Events Director

Globally recognised as the Knowledge Bird, Aprill Allen is a knowledge management consultant, certified Knowledge Centered Service trainer, and independent analyst monitoring emerging knowledge tech. Aprill’s 14 years experience in customer support took her from dial-up modems at One.Tel to broadband network operations for Optus, and then batch operations and IT support for the

Police Bank. Each frustrating and stressful experience further motivating her to promote better knowledge management for everyone from scale-ups to large-scale enterprises.

Aprill won the Australian White Paper of the Year in 2011 from the IT Service Management Forum, for A Simple Guide to Creating a Knowledge Base, and is now the association’s current National Events Director for this face-to-face community of corporate IT decision-makers and influencers.

SESSION: Panel - DevOps and the people challenge

Akshay Anand - Product Ambassador, ITSM, AXELOS Global Best Practice

Akshay Anand is a Product Ambassador at AXELOS®, working on the development of new guidance and research within the IT Service Management (ITSM) portfolio. He previously advised Fortune 100 clients on how to improve their ITSM capabilities, implemented toolsets such as Remedy and ServiceNow, and headed up global ITSM activities at Macmillan Publishing. He has spoken at

numerous conferences, including Knowledge and DevOps Enterprise Summit, presenting case studies and thought leadership on ITIL, ITSM and Information Lifecycle Management (ILM).

More recently, Akshay has focused on bringing together Agile development teams and ITSM professionals to address challenges posed by emerging technologies and market shifts, for example the consumerisation of IT, and the rise of mobile and cloud computing. Akshay is one of the co-Lead Architects of the upcoming ITIL Update. He has worked in many countries around the world, including India, USA, and UK. He infrequently tweets as @bloreboy, about ITIL, DevOps, food, and heavy metal.

SESSION: Axelos Announcement Panel discussion - what happens when best practice isn’t? Making sense of ITSM with cynefin Meet the panellists

Greg Baker - CTO, Daisee

Greg Baker is the CTO at Daisee, an AI startup with offices in Sydney and Melbourne. He is the author of “A Better Practices Guide for Populating a CMDB” and 5 other technical books. Previously working as a consultant, his clients include a who’s-who of startups, multinationals, governments and charities in Australia and overseas. He has worked with and advised ITIL and ITSM projects at DHS, Federal Parliament, Hewlett-Packard, Optus and Novartis.

SESSION: What happens when you apply AI techniques to service management?

Speakers


Experience Next Generation Service Management.

EMBRACE AGILE OPERATIONS

DIGITAL HUB FOR THE ENTERPRISE

MOVE BEYOND IT BUSINESS PROCESS AUTOMATION

UNIFY PRIVATE / PUBLIC CLOUD

ANALYTICS AND INSIGHTS

alemba.com


Julie Burke - Service Management Platform Manager, Suncorp

Julie Burke is a Service Management specialist, and thrives on defining & embedding Service Management core competencies from the ground up. Originally from the UK, since joining Suncorp Julie has established and now runs the Service Management Office within the Chief Data & Transformation Office. In this role, Julie has been introducing & maturing Service Management practices into a highly agile workplace that

delivers data analytics across the Suncorp business.

SESSION: Service management in Suncorp’s agile Chief Data and Transformation Office [with Stijn De Lathouwers]

Bradley Busch - Chairman, itSMF

Brad is a cyber professional with experience in Agile, DevOps, Digital, Cloud, IT Governance, Cyber Risk and Service Management. His career has recently taken an new twist with a move into Venture Capital where he invests in technology and cyber security startups. His work brings him into contact with machine learning, robotics and automation on a daily basis. Brad uses his experience as a senior executive and on

boards to share complex technical information through stories that people can relate to.

SESSION: itSMF Australia chairman’s address One-on-one interview with Anne Templeman-Jones Robot magic - hacking and defending learning machines

Kerrie Campbell – CIO, Flinders University

Kerrie is currently CIO at Flinders University, she has a passion for implementing progressive methods to improve IT delivery and is a strong supporter and builder of positive cultures. She has been responsible for the implementation and development of the continuous improvement culture and improved delivery at the University of Adelaide and now Flinders University.

SESSION: Transforming Flinders University

Shane Chagpar - Global Technical Lead, Kepner-Tregoe

Shane Chagpar is a Senior Engagement Manager and Global Technical Lead at Kepner-Tregoe. With more than 20 years of professional experience in all things IT, including developing over 2,700 managers and conducting over 200 workshops focused on solving the “unsolvable”, Shane is an industry expert in solving wicked problems. Shane returns to itSMF this year to bring his expertise, insights, and charming

Canadian wit to talk about problem management and how it needs to adapt in a world of integrated cloud services.

SESSION: Rain, rain, go away – how problem management must adapt in a world of integrated cloud services

David Conroy - Manager – IT Customer Experience, SA Power Networks

David Conroy has a passion for culture, whether it is workplace, pop or cheese. His experience includes working in a hardware store, as a business analyst and as a manager of eight hostels in the north of Scotland. In his current role as the Manager IT Customer Experience and Cloud Services at SA Power Networks, David has a vision to change the culture of his team.

SESSION: Leading cultural change through pop culture

Speakers continued


Stijn De Lathouwers - Executive Manager – Operations, Platform and Service Management, Suncorp

Stijn De Lathouwers is a Customer Technologist with successful track record of combining data, marketing, customer experience and IT functions. At Suncorp, as Executive Manager – Operations, Platforms and Service Management he is responsible within its Chief Data and Transformation Office

for developing and keeping Suncorp Group’s data services and systems running. Belgian born, rooted in data and with a passion for customer centric solution he is helping Suncorp become a data driven organisation.

SESSION: Service management in Suncorp’s agile Chief Data and Transformation Office [with Julie Burke]

Simon Dorst - Manager, Service Management Services, Kinetic IT

Together Michelle and Simon have more than half-a-century of international experience. They were the Lead Architects for the Scopism Service Integration and Management Professional Body of Knowledge (BoK) and founder members of the SIAM Foundation BoK architect team. They have contributed to the VeriSM publication, and co-authored the VeriSM pocket guide.

They individually and cooperatively frequently blog on all things service management. Together they were the runners-up for last year’s itSMF Thought Leader of the Year, when Michelle was awarded the ‘Service Management Champion of the Year.

SESSION: Panel discussion - what happens when best practice isn’t? VeriSM™ – the new kid in town! [with Michelle Major-Goldsmith] Meet the panellists

Dave Favelle - CEO, ValueFlow

Dave has been an ITSM Consultant for over 20 years. As a member of the Global ITIL CAB he has dived deep into the detail of ITSM and has been involved in ITSM implementation in many of Australia’s Tier 1 organisations. More recently as an Operating Model consultant, Dave has been integrating DevOps, IT4IT, ITSM and Agile (in various forms). He recently keynoted for The Open

Group on Digital Operating Model and how all the frameworks work together to deliver the various portfolios of IT work. Dave was recently appointed Regional Ambassador for the IT4IT standard.

SESSION: DevOps, ITSM and agile: finding the balance Panel - DevOps and the people challenge

Karen Ferris - Director, Macanta Consulting

Karen Ferris is an organisational change and service management rebel with a cause. She is an author, consultant, speaker, facilitator, coach and mentor.

In 2014, itSMF Australia awarded Karen with the Lifetime Achievement Award as recognition of her contribution to the industry. In January 2018, HDI named Karen as one of the top 25 thought leaders in service management for the second year running, and in 2017 Sunview Software named her one of 20 best ITSM thought leaders. Karen has a passion for the people side of change and building a resilient workforce in a world of constant change.

SESSION: Panel discussion - what happens when best practice isn’t? Why people change has to be everyone’s business – game on! Meet the panellists


Speakers continued

Chris Fowles - Principal Consultant, Vibrato

Chris is a technology evangelist with a background in automation engineering, infrastructure and application architecture, systems operations, and organisational change. He is passionate about driving organisation change to help build engaged and cohesive teams, delivering technology innovations at the rapid pace required by today’s marketplace.

SESSION: Maintaining situational awareness in the modern operations control tower Panel - DevOps and the people challenge

Peter Gates - Director, Advisory, KPMG

Peter has over 25 years experience leading the delivery of organisational transformation, change management and leadership development to public and private sector organisations. He typically works with senior government executives and diverse stakeholder communities. He has an expert understanding of the value of organisational culture and its importance in driving improvement and achieving productive, meaningful and lasting change.

SESSION: A pragmatists guide to the human factors of change

Rinske Geerlings - MD and Principal Consultant, Business As Usual

Rinske is an internationally known consultant, speaker and certified Business Continuity, Information Security & Risk Management trainer. She was awarded Alumnus of the Year 2012 of Delft University, Australian Business Woman of the Year 2010-13 by BPW, and Risk Consultant of the Year 2017 (Australasia) by RMIA.

Her firm, Business As Usual (BAU), since 2006, has successfully competed against the Big Four to work with prestigious clients including 9 Central Banks, APEC, BBC, Toll, Shell, Boeing, Fuji Xerox, Fujitsu, NIB Health Funds, Toga, ASIC, Departments of Defence/Immigration/Health/ Industry/Education/Foreign Affairs and 100s of other organisations worldwide. She draws on more than 20 years experience in Business Continuity Management (BCM), Risk, IT Management, Disaster Recovery (DR) and Information Security – gained during roles in Financial Services, Consulting and Training across Australia, New Zealand, Asia, Africa, South America and Europe. Rinske has been changing the way organisations ‘plan for the unexpected’. Her facilitation skills enable organisations to achieve their own results and simplifying their processes. She applies a fresh, energetic, fun, practical, easy-to-apply, innovative approach to BCM, Security, Risk and DR… topics often perceived as dull and cumbersome. Rinske is often sourced as an expert speaker on BCM/DR/Risk/Security challenges. Her alter ego includes being lead singer and manager of SophieG Music, which is involved in major music projects – including those contributing to the global charity Playing For Change, which provides music education to children in disadvantaged regions.

SESSION: “Back to pen and paper” – How to test your readiness for a cyber-attack

Ralph Gray - Principal, Golden Pelican IT Consulting

Ralph Gray is an IT Management Consultant and Trainer, with over 40 years experience in IT. He is now semi-retired. He covers four main portfolios – ITIL, ISO/IEC 20000, COBIT and PRINCE2. However, rather than treating these as isolated frameworks, Ralph usually looks for ways to integrate them together, achieving maximum value for clients. As a consultant and trainer for more than a

decade, Ralph’s work has taken him to all parts of Australia and internationally – to the UK, Europe, NZ, Asia and the Americas. He has been a regular contributor to itSMF in Australia for more than 15 years and has been a speaker at itSMF events in the UK, NZ, Japan and South Korea.

SESSION: Get fit for major incidents Ignite - 20 slides autoadvancing every 15 seconds


Michael Hall - Problem Management Expert, Real-World IT

Michael has over 25 years of experience, developing teams and implementing Service Management. He founded Problem Management as a global function at Deutsche Bank and has since delivered improvements in problem management and problem solving for multiple organisations, large and small. He uses a proven approach to deliver measurable results for customers, establishing and

enhancing a structured methodology, focusing on the right problems and finding real root causes and complete solutions. His book, Problem Management, An implementation Guide for The Real World, was published in November 2014 by BCS and is available through Amazon.

SESSION: Problem management — Easy to do, hard to start

Scott Handsaker - CEO, CyRise

Scott Handsaker is the CEO of CyRise, Asia-Pacific’s venture accelerator for early-stage cyber security startups. CyRise is a partnership between Dimension Data and Deakin University, and it was established in 2017 to support the growth of the Australian cyber security startup ecosystem. Scott is currently seeking great founders for his second cohort.

SESSION: Cyber security innovation session

Rocky Heckman - Technology Surfer – Public Speaker – Visionary

Starting off in aviation mechanics and electronics Rocky has been involved with technology across a myriad of industries and applications. From hardware soldering to software security, cloud and the world beyond Virtual Reality he’s seen it all. Rocky has spent the last 25 years surfing the leading edge of technology and using his passion for spreading the word to the masses to make customers

and partners he’s worked with prepared for what’s next through consulting, speaking at conferences, and writing. From designing complex multi-faceted systems to designing tabletop board games, there’s stories and experience for just about any occasion.

SESSION: Effective communications - learning from jet engines, snipers, and 500 pound bombs

Kathryn Howard - Director, itSMF

Kathryn has over 30 years experience in IT management and delivery - working in prominent financial institutions, telecommunication providers plus the public sector. She thrives at helping organisations develop and deliver their service strategies. Through the reinvention of IT and the application of a wide range of converging standards, Kathryn is passionate about delivering valuable products and services.

With a firm belief in lifelong learning, diversity and community collaboration, Kathryn is an active member of the itSMF, a certified trainer and a longstanding mentor for FITT (Females in Information Technology and Telecommunications).

SESSION: Ignite Wrangler


Speakers continued

John Karabin - National Director Cybersecurity, Dimension Data

John Karabin is currently the National Director of Cybersecurity for Dimension Data Australia. With over 20 years’ experience in the telecommunications, ICT and Security industry, he has worked for both startups and multinationals in Europe, Asia and Australia. More recently he was a partner with EY involved with cybersecurity strategy, assurance and audit work. Over his career he has developed broad experience in bringing together technology and business requirements in a trusted and resilient manner.

John recognises the cybersecurity landscape and the threats that drive it are changing on a daily basis. Therefore it is crucial that cybersecurity is seen as more than a matter of technology – a knowledgeable risk based organisational approach is needed.

John has a Graduate Diploma in Technology Management from Deakin University, and a Bachelor of Engineering, Communications from Curtin University. He is a member of the Australian Institute of Company Directors, and the Australian Information Security Association.

SESSION: Cybersecurity – The evolution of an industry and the importance of human behaviour

Lawrie Kirk - Business Development Manager, Australia and New Zealand, APMG International

Lawrie is the Business Development Manager for APMG training products for Australia and New Zealand as well as the global Consulting Lead for the APMG Accredited Consulting Organisation and Registered Consultant scheme. He has over 35 years experience in the natural resource management and IT sectors where he has consulted, trained and delivered programmes at a state and national

level. Advice has also been provided on improving organisation capability and ensuring that business needs are clearly understood and realistic.

SESSION: Making all your people your cyber heroes: the challenges and the opportunities.

Katrina Macdermid - Director, KayJayEm Services

Katrina Macdermid is rapidly becoming globally identified as a Human Centred ITIL Service Design Expert; presenting her unique concepts both locally and internationally to IT Professionals, Executives & CIO’s. Katrina holds the revered qualification of ITIL Master (making her only the 3rd ITIL Master in Australia). Katrina is a contributing author of the new version of ITIL and has also been selected by AXELOS to be an ITIL Global Ambassador. Katrina’s unique framework of incorporating Human

Centred Design (putting the customer at the heart of everything) with the ITIL framework provides a unique perspective and differentiator for IT organisations.

Using Human Centred Design techniques, Katrina challenges traditional support models and outdated IT metrics. Typically, starting afresh, end user’s needs, desires, limitations and environment are the inputs in the design of support models and the creation of relevant IT metrics. Katrina’s framework puts the customer at the heart of all ITIL support processes and metrics, ultimately holding IT organisations in better stead in demonstrating their contribution to an organisations business outcomes.

SESSION: Human centered ITIL service design (mix well for the perfect customer (& organisation) outcome) Panel - DevOps and the people challenge

Michelle Major-Goldsmith - Manager, Service Management Capability, Kinetic IT

Michelle will be co-hosting a session with Simon Dorst, Together Michelle and Simon have more than half-a-century of international experience. They were the Lead Architects for the Scopism Service Integration and Management Professional Body of Knowledge (BoK) and founder members of the SIAM Foundation BoK architect team. They have contributed to the VeriSM publication, and co-authored the VeriSM pocket guide.


They individually and cooperatively frequently blog on all things service management. Together they were the runners-up for last year’s itSMF Thought Leader of the Year, when Michelle was awarded the ‘Service Management Champion of the Year.

SESSION: Panel discussion - what happens when best practice isn’t? VeriSM™ – the new kid in town! [with Simon Dorst] Meet the panellists

Peter McKenzie - Principal Consultant, Sintegral

Peter has over 25 years experience delivering strategic, technical and operational solutions. Working for companies and clients ranging from SME to Fortune 100 he has successfully managed transition and transformation associated with outsourcing and service improvement. He has experience working from the client side as well as the supplier side. In 2005 he was assigned by IBM to design a solution for General Motors “Third Generation Outsourcing” Service Integrator contract, one of the largest single

outsourcing transitions.

Peter is an author of “SIAM: Principles and Practices for Service Integration and Management” and the SIAM Professional BOK.

SESSION: Power-up your team for service management

Christine McNamara - Managing Director, Optimus Australia

Christine has grown up in the Australian IT industry, first as an employee, then as a contractor and now as a business owner and platform developer for ITSM/SIAM. Christine has had the opportunity since 1987 to be involved in key business transformation initiatives and a number of medium and large outsourcing, in-sourcing and selective sourcing deals. As the industry has changed and ITSM has evolved, Christine has been in a position to establish ITSM/SIAM as a practice inside large complex

organisations, several MSPs and within a number of Shared Service organisations.

Christine enjoys delving into the complexities of people, culture and data analysis and dealing with challenges associated with helping customers solve business problems.

SESSION: People, culture and data

Michael Milford - Major Capability Division, Department of Home Affairs

Mike Milford was appointed to the position of First Assistant Secretary, Major Capability Division in the Department of Immigration and Border Protection in August 2015. The Major Capability Division (MCD) is responsible for the design, coordination and project management of all new major capabilities for what is now the Department of Home Affairs. MCD’s Sourcing and Vendor Management (S&VM) Branch provides specific expertise in undertaking sourcing and procurement

activities, management of contracts, use of panels of providers and developing strategic partnerships with industry. The Strategy, Architecture and Innovation (SA&I) Branch produces strategic-level documents and blueprints that guide the Department in its use of technology and related capabilities. SA&I also lead the development of enterprise and technology architecture, and has a team dedicated to innovation and exploring emerging technologies.

The Business Engagement and Portfolio Management Office (BE&PMO) Branch is the enterprise planning and coordination function for both MCD and ICTD. BE&PMO works closely with the S&VM and SA&I Branches (as well as the Department’s ICTD delivery areas), to plan and develop a programme of work that enables Strategy 2020 goals and objectives. Finally, MCD’s Operational Capability Branch is responsible for providing the Department and the Australian Border Force with the operational capabilities that it requires to control the border (SmartGates, CCTV cameras, secure communications etc). Prior to this appointment Mike was the Head of ICT Operations (HICTO) in the Chief Information Officer Group (CIOG) at Defence as a Major General in the Army. In this role he held overall responsibility for delivery of the Defence Single Information Environment as a global end to end information and communications capability, including the provision of satellite communications, electromagnetic spectrum and networks to support military operations and Departmental administration. While posted to CIOG, Mike was also the Director General Information and Communications Technology Policy and Plans from 2008 and then went on to fill the role of Chief Technology


Speakers continued

Officer responsible for strategic guidance and technical direction for the architecture, design and purchase of ICT products and services in Defence. He retired from the Army in March 2015.

He is a Distinguished Academic Graduate of the National Defense University Washington and in 2006 he was made a Member of the Order of Australia in the Australia Day Honours list for his work in command and as Director of Personnel – Army. Mike is married to Jenni and they have three children, Rachel, Christopher, and Emily. Mike is an avid reader and fisherman.

SESSION: ITSM in home affairs

Brett Moffett - Solutions Architect, Cireson

Brett Moffett is a solutions architect for Cireson in Asia Pacific. With over 20 years of IT experience in a range of industries, Brett is all too aware of the many challenges with IT support and associated ITSM tools. Having held most support roles, Brett’s passion now lies in promoting good service management practices and getting the most out of Microsoft tools people already own. He has designed and implemented System Center and Cireson products to customers in both Australia and

globally. Joining the thought leaders in System Center Service Management and Asset Management, Brett is a frequent blogger and contributor to the Cireson Community and other online forums. He also hosts monthly Adelaide and Canberra Microsoft IT Pro Communities, as well as webcasts on technical or business process topics. Brett has spoken at the itSMF Australia Conference in 2017 and the itSMF New Zealand Conference 2018 as well as frequently co-host for the Adelaide and Canberra Microsoft ITPro Communities.

SESSION: Building an end-user self-service catalog

Adam Murray - Agile Transformation Lead, Dimension Data

Adam has spent the bulk of his work life in the IT industry. With experience in Operations Management, Process Design and implementation, Service Design, Development and Delivery, Project Management and Product Management. More recently the company Adam currently works for decided to take on an Agile transformation. Something that Adam dived in to as a change from waterfall methods of service development. His is currently an Agile Coach, Certified Scrum Master and SAFe

Program Consultant and enjoying every bit of it. In his spare time Adam enjoys coaching Basketball and AFL junior sports teams and gets in some occasional cycling and running.

SESSION: Navigating the pitfalls of people change whilst transitioning to agile at scale

Carmen Nunez – Customer Success Manager, Haventec

Carmen is the Customer Success Manager at Haventec, an Australian owned and operated startup focussing on Cyber Security. In a security company customer success and cyber security are so entwined that she also manages the Information Security Management System (ISMS). Her last role also combined managed services and information security responsibilities.

The importance of fully embedding information security practices into business-as-usual managed services activities naturally brings various frameworks such as PCI, ISO 27001 and ITIL together. Carmen was fortunate to experience implementing and leading one organisation to achieving ISO 27001 certification in February 2017. She is now a qualified ISMS Lead Auditor and a Provisional Auditor with IRCA and her most recent experience has been achieving PCI DSS v3.2 compliance for Haventec.

SESSION: Startup to scale up: Becoming PCI compliant


David O’Reardon - CEO, Silversix

Dave is the founder of Silversix and cio-pulse.com. Over the years, the itSMF has awarded Dave with Best Speaker, Best Whitepaper and Innovation of the Year for his work on using customer feedback to create customer-centric cultures and drive service improvement. He doesn’t have any ITIL certifications, has never written a book and, before CABs were a thing, he accidentally deleted his employers’ entire General Ledger. He does however know a thing or two about how feedback can be

used to create amazing transformations in corporate IT teams.

SESSION: Performance reviews suck. What to do instead Ignite - 20 slides autoadvancing every 15 seconds

Gary Percival - Senior Consultant, SM4ALL Services

Gary has worked in IT for 40 years, in finance, government, logistics, training, insurance and more. Witnessing a huge leap forward in technology, but a pendulum process ion regarding service provision. Starting with application development and operations (DevOps) for an accounting department, through the swing to technology-focus, and returning to customer value and agility.

In 15+ companies, managing multi-million dollar projects, Gary knows the key success is value for the customer. An ITIL Master (v2) and Expert (V3), with PMI based project delivery, Gary is now providing his experience and knowledge to non-IT organisations through Enterprise Service Management consulting.

SESSION: Enterprise, the next generation

Harold Petersen - Practice Director and Principal Consultant, Servicevalue Pty Ltd

Harold Petersen is a management consultant and transformation manager with over 25 years of experience, specialising Digital Strategy, DevOps, SIAM, ITSM, ICT Governance and Project, Programme, Portfolio Management. He has lived and worked in South East Asia, Australia, Europe and Africa.

Recent roles include: • Digital Transformation Assurance • DevOps implementation • Training • SIAM Operating Model design and implementation

Harold is DASA* Ambassador in Australia and holds the ITIL Master certificate. He was itSMF national council member Australia and Singapore and itSMFI-IEB director. He is a regular speaker at itSMF, PMI and ISACA. Harold and his family live in Canberra, Australia.

SESSION: Digital strategy underpinned by ITSM

Adam Seeber - ACT State Lead, ValueFlow

Adam is a Principal Consultant at ValueFlow based in Canberra, with technology delivery & operational experience in government, insurance, finance, non-profit and commercial organisations. With qualifications in technology frameworks (ITIL, ISO20000, DevOps) and business (MBA) as well as practical experience in leading teams and projects. A geek for Lean, DevOps, Agile, IoT and ESM, Adam

is married to Samara, with enough children to have caused premature aging, and a motorcycle big enough to make him feel he is still cool.

SESSION: Ignite - 20 slides autoadvancing every 15 seconds


Duncan Troup - Design Thinker, Tingle Tree Group

Duncan is a service innovator with a variety of experience across consulting, operations, organisational development and transformation. His passion for using innovation to manage the conflict between service excellence and cost leadership has enabled him to consistently deliver simultaneous improvements in staff engagement levels, service sentiment and cost to serve.

Prior to founding Tingle Tree in 2015 Duncan held GM and Director level roles at Medibank and RMIT. He is degree-qualified in the disciplines of Ergonomics (Product and Service Design), Business Administration and Technology and is a Graduate and Member of the AICD.

SESSION: 3 Ways to supercharge service Ignite - 20 slides autoadvancing every 15 seconds

Cherry Vu - CEO, Teal Unicorn

Cherry Vu (Vu Anh Dao) is a partner in Teal Unicorn with Rob England. Dr. Vu is an expert on training leaders; and an experienced consultant to government and business on organisational change, change management, and culture change. She has worked and studied in New Zealand, Germany, and Vietnam. She has helped business and public sector organisations develop their change management

capabilities. Cherry applies the most practical skills and instruments to optimise their change outcomes with a goal of arming leaders, practitioners, and change agents. Lately, she has been immersing in the IT industry, bringing a different perspective to it to help Rob with transformations.

SESSION: Ignite - 20 slides autoadvancing every 15 seconds


Service Management Practices

Covering both the fundamentals and the emergent ideas, this stream is for Service Management professionals looking for fresh guidance on trusted approaches for further improving the effectiveness of their IT services. It will focus on the familiar challenges of managing complexity and responding to customer needs, so IT teams can focus on creating value both within the IT department and beyond. This stream will consider how well IT is adapting to the change in user needs that digital transformation attempts to solve, and it offers useful case studies, giving you the tools and techniques for your services to be fit for purpose.

Presentations in this stream may cover, but are not limited to, the following topics: • Managing complexity in service management • Design and application of IT Service Management processes/practices – grassroots IT Service Management • Combining human-centered design with traditional best practice guidance. • Changes in service management approaches, including ITIL, VeriSM and DevOps • Exploration of the impact of digital transformation on IT service delivery • Success stories and case studies about core process implementations

People & Culture

One of the biggest challenges to successful service management is overcoming a natural resistance to change. Fostering a positive service culture and community is an integral part of ensuring you can deliver on service promises to your organisation and customers. Having the right people in the right places at the right time is also essential. This stream will tackle the challenges of people and organisational change management. Topics and case studies for this stream include: • Creating high-performing teams through a reframing of value • Setting your organisation up for change resilience • Improving employee engagement to improve efficiencies and the effectiveness of Service Management deliverables • Effective communications for gaining commitment at every level • Managing change while transitioning to large-scale Agile • Lessons learned from building cross-functional teams

Modern Managed Services

What does Service Management look like in a complex cloud environment? New tools and new ways of working are enabling the rapid delivery of enhanced IT services to the business; and often these initiatives originate from smaller managed service providers and startups. This stream will consider how organisations are connecting emerging tech with more traditional approaches to achieve greater service delivery success. Are traditional Service Management practices able to keep up, survive and thrive by collaborating and working with these innovative enterprise-wide developments?

Presentations in this stream may consider the following topics as a guide: • New trends in the delivery of business services and how these are affecting and involving traditional Service

Management practices • Cloud computing and the challenges and benefits for Service Management • Applying automation, artificial intelligence and machine learning to service management • What are the opportunities for Service Management to play a leading role in ensuring the quality of these business

services? • Modernising traditional ITIL and ISO 20000 approaches

Streams


Cybersecurity

The Cybersecurity stream provides focus on an area that is presenting challenges to service management professionals working to assure quality technology services.

Every day we hear of new threats to data security. This stream considers how these concerns overlap with the goals of IT Service Management and the shared challenge of changing the behaviours of colleagues and customers, as well as ensuring robust information security systems.

Presentations in this stream may consider the following topics as a guide: • Providing effective security awareness • Building security-conscious cultures • The evolution of the security operations centre • Testing cyber-security readiness • Analysis of present threats and trends in cybersecurity

Conference Committee

Bradley Busch - Chair and Strategy, itSMF Australia

Aprill Allen - Secretary & 2018 Conference Director , itSMF Australia

Janet Holling – Conference Committee, itSMF Australia

Adam Seeber – Conference Committee, itSMF Australia

Kathryn Howard - 2019 Conference Director

Brian Jennings - Awards Director

Sheryl Kingsley - Manager - National Office, itSMF Australia

Alison Tucker - Manager - Membership & Sponsorship, itSMF Australia

Michelle Crawford - Administration Officer, itSMF Australia


itSMF Australia Board Members

Bradley Busch – Chair and Strategy

Brendan Cullen – Deputy Chair

Garry Long – Treasurer

Aprill Allen – Secretary & 2018 Conference Director

Kathryn Howard – 2019 Conference Director

Brian Jennings – Awards Director

Candice Walker – Director

Rose Dyson – Director

Harry Powell – Director

Troy Latter – Director

State Branch Chairs

Jonathan Jones – NSW

Brad Schimmell – VIC

Rachel Seaniger – QLD

Adam Seeber – ACT

David Low – WA

Gavin Hedrick – SA

Nicola Cox – TAS

Wilma Weaver – NT

The Service Management Conference uses a community-driven approach to produce a balanced, comprehensive and topical program each year. With a firm focus on quality over quantity, we work hard to address the changing needs and interests of the ITSM tribe.

Speaker proposals are accepted through a custom-built, open and anonymous submission system. A volunteer reviewing team of 40+ ITSM practitioners from all corners of the country kindly help to give feedback, shortlist and rate the submissions to help create a truly outstanding Conference program.

Once the stream chairs have submitted their shortlists from their respective streams, the Conference Committee then meets to review the shortlists, remove any duplicates, balance topics and ensure no single constituency is over- or under-represented on the program.

About 25-30 submissions are invited to be part of the final Conference program.

We would like to thank each and every individual who submitted to the speaker program. We are extremely grateful for your contribution.

Please note that Keynote and Invited Speakers are exempt from the submissions process. They are invited to participate at the discretion of the Conference Committee to address hot topics not otherwise covered by submitted presentations.


MODERN MANAGED SERVICES STREAM LEADER

Candice Walker – itSMF

A skilled professional with a proven track record of successfully delivering IT Service Management process and projects in complex environments. Certified ITIL V3 Expert, coupled with an in-depth knowledge of Agile frameworks like Scrum and SAFe, I am experienced at implementing best practice frameworks that deliver tangible business benefits. A strong commitment to the principle of personal

accountability, with an energetic hands-on approach to work, I am stimulated by new and exciting possibilities and challenges.

I am motivated, self-aware and team oriented and a certified Agile Coach. Specialties: ITSM process architecture, communication and implementation. Analysis, identification and implementation of service management toolsets. Specialised in change management processes, continual service improvement, service level management and service performance management including Major Incident Management and Problem Management.

Modern Managed Services Reviewers: • Jeff Burns • Richard Smith • Troy Trafela • Daniel Zmood • Bryan Edwards

PEOPLE AND CULTURE STREAM LEADER

Michelle Major-Goldsmith – Manager, Service Management Capability, Kinetic IT

Michelle Major-Goldsmith is originally from the UK but is now based in Perth, Western Australia. She has over 25 years industry experience and has worked in almost every continent across the globe. Originally from a social sciences background, Michelle crossed over into IT with a Master’s Degree in Computer Based Information Systems. Michelle is the Lead Architect for the Scopism Service

Integration and Management Professional Body of Knowledge (BoK) and was a founder member of the SIAM Foundation BoK architect team, as well as a Subject Matter Expert for both EXIN and BCS in developing the accreditation around this. In 2017 the team were awarded the title Thought Leaders of the Year at the Professional Service Management Awards by the itSMF UK.

More recently Michelle has been involved in the creation of the IFDC’s VeriSM approach and she is also one of the authors of the VeriSM Pocket Guide. Michelle has been an active committee member of various service management groups and forums for many years. She is currently a committee member of the itSMF, Western Australia Branch as well as a representative of the AXELOS Accredited Training Provider Working Group.

Michelle is currently engaged ostensibly in the consulting and training space, she is passionate about service management and all best and enabling practices. In 2010 she was awarded the UK itSMF Trainer of the Year award. In 2017 Michelle was awarded the Service Management Champion of the Year by itSMF Australia.

People and Culture Reviewers: • David Low • Richard Cook • Simon Dorst


SERVICE MANAGEMENT PRACTICES STREAM LEADER

Gary Percival – Senior Consultant, SM4ALL Services

Gary has worked in IT for 40 years, in finance, government, logistics, training, insurance and more. Witnessing a huge leap forward in technology, but a pendulum procession regarding service provision. Starting with application development and operations (DevOps) for an accounting department, through the swing to technology-focus, and returning to customer value and agility.

In 15+ companies, managing multi-million dollar projects, Gary knows the key success is value for the customer.

An ITIL Master (v2) and Expert (V3), with PMI based project delivery, Gary is now providing his experience and knowledge to non-IT organisations through Enterprise Service Management consulting.

Service Management Practices Reviewers: • Brad Schimmel • Gautam Bangalore • Kevin Byrne • Peter Johnston • Sheri Hampson • Ian Smith • David Skeggs

CYBERSECURITY STREAM LEADER

Troy Latter - Innovation Advisor, Oracle

Troy is an authentic, modern leader. His executive contacts within (and beyond) his sphere of influence benefit from the fact that he is in their corner and both are able to find true, mutually valuable solutions.

Troy is seen as a leader who is consistent, clear, honest, and genuine. He builds visibility and activity across numerous functions, cultures, and geographies.

Troy is a motivator and inspires others to achieve their goals. He leads by example and personally models positive values, inclusive behaviours, and work practices.

He is a family man, an occassional dreamer and someone who gets stuff done.

Cybersecurity Stream Reviewers: • Wendy Bliss • Michael Hall • Jan Lyons


Sponsors

Gold Sponsors

Axios Systems is committed to delivering innovative IT Service Management (ITSM) and IT Operations Management (ITOM) solutions that help customers not only improve their infrastructure operations, but also enhance service delivery across business functions, including HR, Facilities Management and Finance. Axios is recognized as a world leader by leading analysts and their global client base, with a 100% focus on service management technologies. Our enterprise software, assyst, is purpose-built to transform IT departments into profitable business-focused customer service teams. assyst is accredited for all 16 PinkVERIFY™ ITIL® processes, and Axios were the first vendor to achieve this within a single solution.

www.axiossystems.com

Stand Number 2

KT’s data-driven, consistent and scalable approach to Incident, Problem, and Change Management is helping companies deliver a world-class customer experience and increase stability by reducing downtime, issue recurrence and cost of service.

To learn more about how Kepner-Tregoe can help your company implement and improve major Incident-Management processes, visit http://www.kepner-tregoe.com or contact the KT problem-solving experts at [email protected].

Stand Number 3

Ivanti: The Power of Unified IT

Ivanti unifies IT and Security Operations to better manage and secure the digital workplace. From PCs to mobile devices, VDI and the data center, Ivanti discovers IT assets on-premises and in the cloud, improves IT service delivery, and reduces risk with insights and automation. Ivanti is headquartered in Salt Lake City, Utah, and has offices all over the world.

For more information, visit www.ivanti.com and follow @GoIvanti.

Stand Number 4

AXELOS is a joint venture company, created in 2013 by the Cabinet Office on behalf of Her Majesty’s Government (HMG) in the United Kingdom and Capita plc, to manage, develop and grow the Global Best Practice portfolio.

Learn about AXELOS’ Best Practice solutions, covering IT Service Management, Cyber Resilience, Project, Programme, Portfolio, Risk and Value Management.

www.axelos.com

Stand Number 1


Silver Sponsors

Alemba develops vFire, an IT Service Management application that combines user-focused design philosophy with robust out-of-the-box functionality. With a strong consultancy background, unrivalled expertise in the Service Management market, and a strong focus on customer experience, Alemba is ideally positioned to deliver a successful, end-to-end ITSM project within your organisation.

www.alemba.com

Stand Number 9

Freshworks Inc. is the leading provider of cloud-¬based customer engagement software. Our ITSM tool Freshservice, is a cloud-based IT service desk and IT service management (ITSM) solution built to help teams deliver exceptional support. Freshservice is known for its intuitive UI, ease of use, speed of setup, and great support.

www.freshservice.com

Stand Number 7

Bronze SponsorWe are a wholly owned and operated Australian Service Management and Systems Integration Company. Established in 2011 we now have certified Information System Auditors, Project Managers, Business Process Consultants, System Analysts, Developers and Engineers readily available to assist your delivery and support teams. We are first and foremost a team of passionate service management professionals. We pride ourselves on our collective experience in service design, transition and operations. We understand the impact of poorly designed processes on your business and your people so we actively drive out complexity and uncertainty at every opportunity. We work with your teams to design processes, controls and systems that align with industry best practice and your business requirements. We believe in keeping things simple, efficient and effective. The way technology should be.

www.servicepotential.com.au

Stand Number 5 & 6

Other Sponsors

Stand Number 10 Stand Number 8

Stand Number 11 & 12


QT Floor PlanLevel 1

Level 1


Exhibition Floor Plan


itSMF Australia is an independent chapter of the worldwided organisation for Service Management Professionals. This member forum is dedicated to enhancing career pathways within a global and diverse Service Management community.

Who should join itSMF?

itSMF is ideal for IT professionals and practitioners at all levels responsible for the short and long term business deliverables of IT. Our membership is global, and we represent all industry sectors, including service providers, software suppliers, developers and leading customers.

itSMF Australia is open to all organisations and individuals with an interest in IT Service Management.

Join our series of regular Seminars, Special Interest Group meetings and our Annual Conference

You will also get free access to The Bulletin, a dedicated IT Service Management journal containing news, articles and reviews and significant discounts on ITIL books and publications.

Easy access to Best Management Practice guidance is vital if you are looking to embed its best practices, processes and thinking into your organiation.

itSMF Australia members can access the ITIL Lifecycle Suite online for free as part of their membership

Online access to the core ITIL publications is just like having an expert sitting next to you. Stay up to date with the latest revisions and content.

www.itsmf.org.au www.smconferene.com.au

#smconfAU itsmfau

itSMF Australia


The itSMF Australia Gala

Awards Dinner is at the iconic

Wednesday 5th September

Enjoy a fabulous night of food and entertainment

Team Awards

ITSM Project of the Year

of the Year

Individual Awards

Service Management Champion of the Year

Service Management Thought Leader of the Year

Service Management

Event Details


Forest Dr, Molonglo Valley ACT 2611

Drinks from 6.00pm, seated by 7.00pm

The itSMF Australia Gala

Awards Dinner is at the iconic


Enjoy a fabulous night of food and entertainment

Team Awards

ITSM Project of the Year

of the Year

Individual Awards

Service Management Champion of the Year

Service Management Thought Leader of the Year

Service Management

Event Details


Forest Dr, Molonglo Valley ACT 2611

Drinks from 6.00pm, seated by 7.00pm


Thank you for attending the Service Management 2018 National Conference.

See you again next year!

Gold Sponsors

Silver Sponsors

Bronze Sponsor

Other Sponsors

service management 2018 national conference · service management 2018 national conference |...

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