Monthly Archives: July 2017

//July

Service Management 2.0 – Program Announced

Sessions for Service Management 2017 have been announced, with a diverse cohort of speakers and topics on show.

This year’s Conference program will provide robust dialogue on tried and tested frameworks as well as brand new perspectives that are leading the way in IT Service Management innovation. Sessions will feature case studies, new methods and tools, diverse experiences, and reflections on the journey of ITSM.

Here’s a snippet of some of the sessions – the full list is available online.


Cut the ITIL anchor, raise the ITSM sail – why fast IT organisations win!Matthew Hooper – Director ITSM, Ivanti

Patience is not a business virtue in a world that expects a rapid pace of change. While ITIL helped manage fragile IT, stable infrastructure – it is now delivered through cloud and software defined infrastructure that changes faster than CAB’s can meet. Can traditional ITSM keep pace with this shift toward rapid IT? Will investments in ITSM slowly fall into irrelevance? This session explains how Lean ITSM and DevOps can accelerate business velocity.

Work like a Googler, lead like a marine – creating high performing teamsMichi Tyson
Some teams seem to be magic productivity-machines while others are boring even the water they’re treading. In this talk, we’ll explore the who, what and how of putting together a bunch of people and creating a kick-arse team that can get sh*t done!

Embracing diversity Rebecca Scott – Manager, Service Transition, Bankwest

What do you get when you cross old school IT professionals with modern day hipsters? You get a diverse team that can conquer anything.

This case study will talk about a Service Management team within a large organisation that has gone from the typical “male white collar workers” to a diverse mix of gender, culture, religion and sexual orientation. We will discuss how the organisation became recognised as an employer of choice as a result of its Diversity and Inclusion policies.

Unmask your potentialTuria Pitt – Humanitarian, athlete and motivationalist

Explore how to overcome adversity and manage change in this refreshingly candid presentation emphasising the importance of determination, perseverance and never giving up.

Machine learning and analytic approaches to proactive Problem ManagementSeth Paskin – Solutions Marketing Manager, BMC Software

The Service Desk is by nature reactive. Incidents come in, tickets get created and issues get worked. ITSM leaders make ‘best effort’ forecasts for future demand based on past activity. The levers they can pull to respond to growth and change are staffing, automation or process efficiency (more productivity or faster resolution). This situation has been the ‘necessary evil’ of ITSM for years.

This talk will cover strategies for implementing machine learning and advanced analytics in ITSM environments that enable a proactive approach to problem management. We will then walk through some specific use cases demonstrating implementation and outcomes of these strategies.

Evolution from ITIL to AgileLisa Palma – General Manager for Workplace and Service Management, NAB

It’s the age of the customer. Enterprise business strategies today revolve around the customer as they hold the keys to the success of an organisation. Customers can disrupt markets and change the competitive landscape, they expect best in class experience, and top notch products and features that make life simpler and offer value for money.

In this session, we will explore some of the strategies to change the game plan and understand the challenges involved that must be embraced.

Putting the ‘Service’ back in Service Management5 steps to a customer-centric culture – Dave O’Reardon – Managing Director, Silversix

People and culture are the often-overlooked and less exciting third (and fourth?) leg of the Service Management triumvirate. We’ve all heard that the soft stuff is hard. But it doesn’t need to be.

Attendees will learn how to foster a truly customer-focused culture – and deliver great service – by putting customer feedback at the heart of everything you do.

Robotics in the future of workMarita Cheng – Engineering visionary and 2012 Young Australian of the Year

Marita Cheng will take you through the robots of tomorrow and how AI will shape our future in ways greater than we can imagine today. From machines that can see for us, process data accurately and at a greater speed than humans, and robots that get the job done and don’t answer back.

There is much to think about and prepare for as we create the future of work!

Using Cynefin to navigate uncertaintyKim Ballestrin – Principal Consultant, Elabor8

The Cynefin Framework by Dave Snowden is a very useful Sensemaking tool – it helps us to understand the most effective approaches to solving problems and managing change as the levels of certainty decrease and complexity increases.

Whether you’ve come across this framework before or not, this session will cover both the basic explanation of the framework and the practical application of it to support and inform decision-making about the most effective approaches for problem-solving and meeting Customer expectations.

SIAM: let’s nail jelly to a treeNeil Pinkerton – Director of Service Transition, Department of Defence

Through the eyes of service transition, this session shares ideas and issues within the current landscape and contemporary practice of a maturing large SIAM service integration.

Gain an appreciation of the good, the bad and the pitfalls of a large SIAM implementation at an enterprise level and learn the gotchas and applicability of Service Management service transition processes across a constantly moving (jelly-like) multi-vendor environment.

Service Management MVPBrad Schimmel – Director, Service Pioneers

The Minimal Viable Product (MVP) is a product or service that’s designed to only meet the most important requirements. The investment, functions, outcomes and values are made clear and the minimalist design is easy to see it for what it is, not requiring interpretation.

This presentation peels back the layers of Service Management MVP of 2017 – bringing its real value functions to the surface. You will learn how to build the MVP and the 8-Wastes; that ITIL is a descriptive, not prescriptive framework after all; and other Service Improvement strategies.


Service Management 2017 is on from Wednesday 23 – Thursday 24 August 2017 at the Sofitel Melbourne on Collins. For more information and to register, please visit the website.

By |2018-03-19T16:23:17+00:00July 19th, 2017|Uncategorised|

Q&A with an Industry Awards nominee

Q&A with an Industry Awards nominee

In this third installment of the guest blogger Q&A series, itSMF Board member Justin Gasparre shares his recommendations on nominating for the itSMF Industry Awards and his experience at the Gala Awards Dinner.


Can you tell us why you decided to nominate for the 2016 Service Management Awards?

I was nominated for the awards by a close colleague who had observed my contribution to the itSMF community over many years. I agreed to accept it as I have contributed many years of volunteer effort to itSMF, from local chapter support and representation through to a position on the board over two periods.  I’ve also contributed very openly to my colleagues in Defence and anyone else who needs help in this space.

What do you think makes a compelling Awards nomination?

A compelling awards nomination will need to speak to the person’s contribution to the cause and the community.  I guess you can’t be a champion if you don’t champion what we do and the value we bring as ITSM professionals.

Can you tell us about your experience at the 2016 Gala Dinner and Awards celebration? What were the highlights?

For me, the highlight of the Gala Dinner in 2016 was being able to stand up in front of my peers and share the message that we are all champions and to share my gratitude to the forum and community.  It was also great that my past colleagues were there to share in the accolades!

Why are the itSMF Industry Awards important?

The itSMF industry awards are an important event to showcase the significance of the work that the community is involved in and the improvements that we make on a daily basis.  Having national recognition for great work being done is important and it is good to see that the major IT news sources are picking up on the event.

What advice would you give potential nominees?

The advice I would give to potential nominees is to NOMINATE!!!  Don’t be shy!  Recognise the contribution you make and get your colleagues to put you up for an award.  If you’ve got a nickname for your Service Management prowess, then you’re probably a candidate!

What are you looking forward to at Service Management 2017?

I’m looking forward to Service Management 2017 and the 20th anniversary of the itSMF, it should be a great event and a fabulous Gala Dinner.  I really enjoy catching up with colleagues from the past and making new connections with like minded professionals and those who contribute to the development of our forum and community.

If you’d like to nominate for an itSMF individual or team award you can find more information on the website.


Justin Gasparre has over 15 years of IT experience ranging from helpdesk, field support, systems administration and culminating with IT Governance, Board of Management Representation, Director of a large APS organisation delivering enterprise solutions and now business owner and consultant.

Trained in a variety of best practice methodologies and being from a technical background, having operated an IT Solution provision business, and working in multiple major Government Enterprise environments, Justin has an excellent understanding of IT and Business.