The content of Service Management pivots on the theme of Building Customer Value and is organised under four streams.

Aligning Business and IT in the Enterprise

How can big organisations harness service management to meet the challenges of a rapidly changing environment? How can you ensure that your IT and ITSM capability is aligned to the business strategies and goals of your organisation and your customers’ organisation? This stream will focus on how ITSM can build enterprise value both within the IT department and beyond. Presentations in this stream may cover, but are not limited to, the following topics:

  • Advanced processes – service catalogue, service design, enterprise architecture
  • Collaboration through Service Management
  • Business case for Service Management
  • Sponsorship agreements
  • Service Management return on investment

People, Culture, Community, Capability

How do you get the best out of people? Understand why people are at the heart of your ITSM capability and contribution. Fostering a positive service culture and community is an integral part of ensuring you can deliver on service promises to your organisation and customers. This stream will tackle the challenges of change management. Topics that may fit under this stream include:

  • Emotional intelligence
  • Skills development
  • 6 thinking hats
  • The 5 whys of problem solving
  • Lean thinking
  • Dealing with difficult people
  • Management buy-in
  • Do you have the right sponsor?

Building SM Foundations

How does ITSM underpin service delivery? Assure your service delivery capability through adoption and alignment with good ITSM foundations and practice, including formal and informal frameworks, methods, standards and guidelines. Presentations which may suit this stream are:

  • Application of “traditional” ITSM processes/practices – grassroots ITSM
  • Application/alignment with traditional ITSM frameworks and standards – ITIL, Cobit, ISO20000, ISO9001, ISO27000, Lean, Six Sigma, Kanban, Agile
  • Application of skills frameworks – SFIA
  • Practical Service Management – where are you in your journey?
  • Case studies
  • Other frameworks to support service management

SM Innovation

Digital disruption is identifying all sorts of new ways of approaching IT delivery. How are organisations applying emerging frameworks in harmony with more traditional approaches to achieve business outcomes? How can you maximise the synergies between ITIL and DevOps? How can a focus on DevOps deliver agility, speed to market and innovation? Innovation is about achieving significant positive change. How have new techniques, ideas borrowed from different disciplines or breaks from tradition led to a dramatic improvement in service management outcomes, why were they successful and how can other organisations apply and benefit from these approaches? Presentations in this stream may consider the following topics as a guide:

  • DevOps
  • New frameworks applied
  • Automation of ITSM
  • Disruption
  • Cloud
  • Mobility
  • Big Data
  • Open Data
  • Startups
  • Gamification