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Service Management 2.0 – Industry Awards Finalists Announced

The finalists for the 2017 itSMF Industry Awards have been announced, with a strong cohort lending their skills to improving and revitalising the Service Management industry.


The 2017 finalists for the Team Awards are:

Lendlease

Lendlease saw an opportunity to deliver a technology solution that would transfer the issuance of bonding instruments to improve customer experience, processes, and controls.

 

NAB 

NAB’s Service Continuity Uplift Program has improved disaster recovery systems, processes, capabilities and infrastructure to reduce downtime for customers and colleagues during incidents and maintenance.

 

Optus Satellite 

Optus Satellite design a purpose built Business & Operation Support System to deliver the English Premier League. This involved a fully-integrated-end-to-end solution across sectors to improve efficiency, SLA’s, reduce costs, and align with business objectives.

 

Public Safety Business Agency

The Frontline & Digital Services Division created the Major Incident Management Team to provide 24/7 rapid response to major IT incidents affecting critical systems used by the frontline officers of Queensland Police and Emergency Services.

 

Queensland University of Technology

QUT launched HiQ, which embodies the Enterprise Service Management model to provide a personalised and seamless experience for students connecting to all services QUT has to offer.

 

TAFE SA 

TAFE SA piloted an on-campus help desk where IT students, supported by staff, provided technology solutions and support to fellow students.

 

Transurban 

The Transurban Service Management Uplift (ServiceNow) project delivered improved integration of technology business functions, offering a seamless coordinated service to all staff.

 


 

To be a part of the action when the winners are announced, attend the Service Management Gala Dinner. With the theme of ‘Strictly Ballroom’, guests will be treated to a night of dancing, laughs (at the hands of hilarious MC, Dave Thornton) and networking with their peers, all in celebration of 20 years of the Service Management Conference.

The itSMF Industry Awards Gala Dinner is being held on the night of Wednesday 23 August in the Plaza Ballroom at Sofitel Melbourne on Collins. For more information and to book, visit the website.

By |August 15th, 2017|Uncategorised|

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 |July 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.

Q&A with an alumni speaker

Q&A with an alumni speaker

In the second part of a series of chats with those that have previously taken the stage at the Service Management Conference – Leanne Siveyer kindly shares her speaking experience and tips.


Hi Leanne! Please tell us a little about yourself – what is your area of expertise and what kind of Conference speaking experience do you have (if any)?

I have been involved with Service Management for most of my career in both operational and consulting roles. I’ve delivered countless training courses and presented to various sized groups. The ITSM is one of the largest audiences I have presented to.

What would you say are the top benefits you gain from sharing your expertise and insights at a Conference as a speaker?

You definitely get out of a conference what you put in. It’s an honour to be able to share my experiences with the conference audience and be able to contribute to the body of knowledge by sharing case studies that I have been involved with. We all know the theory – the challenge is in the implementation which is why I love hearing and sharing case studies from the real world.

In the past, you joined the speaker line-up for the Service Management Conference via the anonymous submission system. Can you describe your experience with this process? 

The process is straightforward and seems very fair to all submissions. Some of the questions and comments during the process helped me to refine my idea further and resulted in a better delivery.

How was your experience at the Conference overall as both a speaker and an attendee? 

I love the passion and the enthusiasm and being able to contribute to that is is a wonderful experience.

What was your favourite part of it the Conference experience? Can you share some standout moments?

The number of people that came up to me after my presentation – keen to introduce themselves and further discuss the ideas I have presented. That’s definitely what is all about.

What were the most important learnings you took away from the Conference experience?

As I mentioned earlier – we all know the theory but there are real and difficult real world challenges that prevent us from implementing the all best practice guidance in the books. The more people that have overcome those challenges and shared those experiences the better we call all be at maturing our service management approaches.

What advice would you give someone looking to submit a proposal to the Service Management Conference this year?

Present something you’d like to hear yourself. Don’t be scared – definitely do it. If it’s your first time – consider co-presenting with a more experienced speaker for support.

By |June 29th, 2017|guest blogger, QandA, Service Management 2017|

Q&A with an alumni speaker!

Q&A with an alumni speaker!

In this first installment of a series of chats with those that have previously taken the stage at the Service Management Conference – Paul Edwards kindly shares his speaking experience and tips.

Hi Paul! Please tell us a little about yourself – what is your area of expertise and what kind of Conference speaking experience do you have (if any)?

I’ve got a 25 year background in IT, ranging from duty programmer (the parent of help desk and the grandparent of service desk), managing Unix and VMS boxes, lecturing, running high performance computing and visualisation systems, IT Service Management consulting, strategic consulting, being an in-house consultant/troubleshooter in the financial services sector, mentor to various amazing people working in technology, being mentored by equally amazing people who work in technology, and most recently running projects and governance functions for cyber security in a big bank. Overall, I would say I am a people person rather than a technology person.

In terms of conference speaking experience, I’ve presented several times for the itSMFA, spoken at a number of other conferences (generally in the secondary and tertiary educations spaces), and spent many hours watching conference speakers and learning from all of them.

What would you say are the top benefits you gain from sharing your expertise and insights at a Conference as a speaker?

There are three big benefits:

  • First, it really helps me refine my ideas (and in one memorable case, changing my idea 180 degrees!) Writing a white paper or Conference paper cannot be beaten as far as stress testing the topic you are talking about.
  • Second, there’s a kind of intellectual endorphin rush I get from knowing that for the last 50-odd minutes, a group of people have walked away with some more knowledge, probably some interesting questions to explore if they are inclined to do so, and hopefully ideas on how to change the status quo.
  • Finally, I’ve made some lifelong professional connections and friendships thorough people who have come up to me to talk / ask me / grill me about my session.

In the past, you joined the speaker line-up for the Service Management Conference via the anonymous submission system. Can you describe your experience with this process?

This was excellent. I found that the process meant that the reviewers were providing feedback, which in turn challenged me to make the presentation clearer and (I suspect) more successful. My paper went through four iterations once I had submitted it; almost every suggestion from the reviewers was valid, they challenged me to think more deeply about both the topic and how best to communicate the ideas, and ultimately ended up having me present a paper that was far better than the one I originally submitted.

How was your experience at the Conference overall as both a speaker and an attendee?

As a speaker: the full gamut of emotions. Will anyone come to see me speak? Oh good, there’s a few people. Oh dear, I must have made the abstract too persuasive, because the room is now full. And now there are people standing at the back because there are no seats left! I hope I will not be wasting their time! Uh oh, I’m getting introduced now. Up on stage. Hand grabbing my stomach from the inside. Got through the introduction OK. Getting into a rhythm now. This is great. What, there’s only five minutes left? Questions, answers, the session is over, but now more people want to talk to me. Let’s do it over a cuppa. Relief. Relax.

As an attendee: great fun. A range of interesting and challenging speakers. A range of interesting attendees. A chance to catch up with people I’ve not seen in years, and a chance to make new friends.

What was your favourite part of it the Conference experience? Can you share some standout moments?

I’m going to cheat and have two:

First, (and this is fairly generic): walking out of a talk, thinking, I can’t *wait* to try and do that. Or thinking: wow, I did not know that, and X is now really interesting and I should look into it more deeply.

Second, the people you meet.

Standout moments? Generally anything involving Peter Doherty in a bar.

What were the most important learnings you took away from the Conference experience?

For 2016: the Cynefin framework; Vinh Giang and breaking things down; Karen Ferris’ approach to picking the top three competencies in ITSM; learning that it is possible to become accredited as a Lego® Play facilitator (now on my bucket list).

What advice would you give someone looking to submit a proposal to the Service Management Conference this year?

Give it a go. The anonymous peer review system means that even if ultimately you do not get selected, you will mature your ideas. If you do get selected, it is a fabulous opportunity to develop your speaking skills, and add to your professional network.

Submissions to speak at Service Management 2017 close on Friday 12 May 2017 – find out more and submit a proposal here.

By |May 4th, 2017|blog, QandA, Service Management 2016, Service Management 2017|

Six ways to build and grow

Supercharge your ITSM skillset by attending the Service Management 2017 pre-Conference Workshop day. As part of itSMF Australia’s 20th Annual Conference, these workshops are led by local and international experts and will focus on trending industry topics and know-how.

Choose to immerse yourself in a full-day workshop or you can mix it up by choosing from the half-day options.


Devops adoption: the Dev-Ops-ITSM triangle – Dave Favelle

DevOps is here, it’s in your organisation but not yet at critical mass. How do we help it get to a scale where DevOps and ITSM are contributing to business competitive advantage?

Next-gen Service Management: A survey of emerging techniques and case studies – Dion Hinchcliffe

Deep-dive into the latest trends in Service Management and examine how the practice will evolve over the next few years!

The three year Service Management roadmap – Dion Hinchcliffe

Build on the latest in Service Management and walk away with a three year strategic plan to adapt your organisational needs. You will have the opportunity to cross pollinate your ideas with like-minded peers.

Building an effective communication plan for your ITSM improvement effort – Karen Ferris

Effective communication is critical to success! Karen Ferris will equip you with the tools and techniques to develop and deliver an effective communications plan for any ITSM improvement initiative.

Bringing Agile to service delivery – Eduardo Nofuentes

Create mindsets that foster a culture of continuous improvement. Take away an Agile and lean way of thinking and learn how to apply a customer centric approach to Service Delivery.

Improve your process improvement – Michi Tyson

This workshop will introduce you to concepts, tools and techniques from the fields of complexity theory, systems thinking, experiential learning and lean management. The purpose is to help teams, departments and whole organisations improve their delivery strategies and methods efficiently, effectively and, most importantly, sustainably.


The Service Management 2017 Workshop day is being held on Tuesday 22nd of August 2017 in Melbourne. For more information and to register for the Workshops or Conference, visit this page.

By |April 19th, 2017|DevOps, ITSM, Service Management 2017, Workshop|

Dear aspiring speaker

Aprill-Allen-smconference-2016-280

Submitting a proposal to speak at Service Management Conference is a chance to open a sustained dialogue with your peers and expand your network. In this post, itSMF Australia’s National Events Director Aprill Allen shares her tips for those thinking of submitting a proposal.

I’m glad you’re interested in sharing your story with our delegates for the 20th annual national itSMF Conference. I want you to have the best possible chance at joining us in Melbourne this year, so here are some tips to help your submission be successful.

Our members love case studies. Case studies consistently rate highly with our members and it’s easy to understand why. They’re in ready-made story-telling format, which makes them easy to relate to, easy to understand, and easy to remember. Whether a case study demonstrates your success or ultimate failure, it should start with a background setting of who and where, follow up with what your big hairy challenge was, how you approached solving it, what the outcome was, and why it went the way it did — your lessons learned. This is the valuable part that helps each of us grow from your experience.

Make sure your topic title is interesting and consistent with your session description. This tip almost speaks for itself, but it’s not uncommon to be too clever with a topic title and have your audience not make the connection. They may not understand the session’s relevance to them and not attend, or worse still, they may rate you poorly because they expected something different.

Pitch to the right level. We have delegates covering the spectrum from beginner to advanced. Make sure your content is pitched consistently with the audience level you’ve selected.

Consider the theme when you develop your submission. This year, our theme is Service Management 2.0. Our workplaces and consumer expectations are already changing in a multitude of ways. What do we need to do differently to be a step ahead? How will our service management toolbelt evolve? If your expertise is outside the ITSM domain, what are the skills you know our service management practitioners and leaders need to be successful? What are the stories they need to hear, or learn to tell?

The Conference is the place to push boundaries with new material. The selection process tends to reward experienced presenters, which is why we try to give new speakers exposure at our state seminars and ask for a referral. For our experienced presenters, already popular at our state seminars, the national Conference is an opportunity to share a new angle or a new story.

Reviewer feedback will be your first test of the clarity and impact of your submission. I’m no stranger to how it feels when something so clear in my head isn’t coming through easily to whomever I’m sharing it with. It’s beyond frustrating. Work through those awkward misunderstandings, if they come up, because when the light bulb goes on, it’s rewarding for all involved.  

Reviewers will be looking for all these points during the selection process, and how well you address them will influence your chance of selection. Good luck, and I hope to see your presentation on stage!

Find out more and submit a speaker proposal here.

By |March 3rd, 2017|ITSM, protips, Service Management 2017|

SM 2.0!

Aprill-Allen-smconference-2016-280

Service Management 2017 is themed SM 2.0. In this post, itSMF Australia’s National Events Director Aprill Allen shares her take on how the way we work is changing and how that might be reflected at Conference.

It’s exciting to open 2017 with some insight into our plans for this year’s itSMF national conference. Of course, we  rolled right out of Brisbane’s conference straight into planning for what has turned out to be Melbourne, 2017. We immediately began discussing sessions and event feedback, but planning for the next one doesn’t feel truly underway until we’ve locked down the dates, venue and theme.

For 2016, the theme was easy to determine. I knew what shape I wanted our conference to take and the theme provided the frame for our speakers and reviewers to build and deliver what was in my opinion, our most outstanding program so far. I’ve got to admit, I sure did feel like a one-trick pony. With no 2017 theme already in mind, I was nervous. Enter my truly helpful committee and a collaborative Google doc, which helped us to test some ideas, scrap some and start over, and ultimately arrive at SM 2.0.

We wanted to give a nod to our twentieth year, somehow, but we particularly wanted to capture what might be coming next after we asked you to Shake I.T. Up last year.

ITSM, as an industry, is taking a long, hard look at itself. The thought leaders you’re familiar with are scouring the edges of our profession to look at the areas where what we do in Service Management overlaps with what other service providers are offering and achieving. Sometimes it’s about technology, often it’s about new approaches to working with others to achieve common goals. The most successful IT leaders are doing the same thing. We got a sense of that last year when our speakers and reviewers put forward topics about project leadership in general, and DevOps in particular, topics that traditionally haven’t been a big feature of the ITSM toolbelt.

There’s no doubt our workplaces and workforces are changing, inspiring the appetite for broader conference programming. Not just in the way the generational mix at work is transforming, but also in the way we work and where we work. What will your toolbelt look like for the next iteration of Service Management? How are your skills and stories evolving? Share your story.

By |February 15th, 2017|ITSM, Service Management 2017|

Dear reviewer

Aprill-Allen-smconference-2016-280

Reviewers make up an integral part in the Service Management Conference. In this post, itSMF Australia’s National Events Director Aprill Allen shares her tips for the Conference reviewers.

Our Conference reviewers play an important role: our reviewers, made up of the itSMF community, are able to directly influence the shape of the conference. It’s thanks to our 2016 reviewers that Shake I.T. Up provoked the amazing amount of positive feedback that it did. I look forward to seeing the kind of program they will build for us this year.

As this role can be demanding, I wanted to offer some guidance.

Dear reviewer,

Check in with your stream regularly, if you can, so you don’t get a buildup of too many submissions to sift through in one sitting.

Check the topic title. Is it snappy and interesting? Does it relate to the rest of the submission content? If they’ve lost you, they’ll lose the audience, so follow up with the author, share your understanding of their submission, and ask for some clarification. Together, you may come up with a much better title.

Check the stream selection. If you feel the submission better suits another stream, feel free to encourage the submitter to move their submission – or make a private note and let the organisers know.

Check the audience level the submission is pitched to. If you feel the submission is more beginner, or more advanced, it might be worth confirming with the author. Reassure authors that we have delegates covering the spectrum, so pitching to beginners is not a limitation!

Check the session length. Ensure the topic will have the appropriate time for the greatest quality. You may have to trust the author on this one, because experienced speakers will specifically design their session for the format they’ve selected. There will be another chance to validate and address this point if they make it to the speaker supporter stage.

A note on topic selection. Your role, at this early stage, is to help the author put forward the best submission they can. If you don’t think a particular topic put forward is an ideal fit for our delegates, make a private note, rate it accordingly and let the shortlisting process weed it out. However, as I found last year, sessions from outside our typical domain rated highly on the day, so you may be surprised! But that’s half the fun of being involved as a reviewer 🙂

 

By |January 23rd, 2017|Uncategorised|

What happened down under at Shake I.T. Up – Service Management 2016

Sunit__Voco3_-150x150

In this guest blog, Sunit Prakash wraps up Service Management 2016 and highlights the new standards for IT service delivery.

 

 

“It’s one thing to want to innovate, but how can you influence or implement those changes, and do you know where to start?” – Service Management 2016

The 19th annual Service Management conference in Australia showed us a glimpse of how service management is evolving beyond the traditional ITSM. This year’s itSMFA literally shook I.T. up by extending conversation to Agile, DevOps, and Lean – the latter finally making its entrance to the mainstream service management vocabulary.

Proliferation of cloud-based tools

At this years conference, it was clear to see that there were now a number of cloud-based IT service management tool providers offering rich functionality with very low barriers to entry. Which essentially meant no upfront costs, expensive licenses, implementation costs, or support costs – just following an elastic pricing model. Tools that were previously only available to top-end enterprise customers, were now available at a fraction of the cost to small and medium businesses – and to their suppliers and partners who look after them. The implication is that a whole new market could potentially move up from managing their IT and operations by email and spreadsheets to much more sophisticated tools that they previously did not have access to; and perhaps many others at the enterprise end of the market, could potentially move away from on-premise or more expensive tools.

What really happened down under

IT Service Management often does not get the same attention as say, security or architecture or project management; but to have Andrew Mills, the CIO of Queensland Government talk about aligning IT with business strategy was a rare treat.

Talking about the importance of driving self-service adoption in the workplace, Narain Muralidharan emphasized on the necessity for IT to think like growth hackers, and effectively market IT self service to the larger organization. He went on to give a number of simple, yet practical ideas taken from real-world success stories with the self service IT portal, and how to apply them in the service desk scenario – backing it with a case study.

Lean and mean IT

Introducing us to Lean, Em Campbell-Pretty stressed upon how the heart of Lean is its values and leadership – stressing on the need for leaders to create time for innovation with a case study of a telecommunication service provider. The conference peppered with Lean related sessions, and it demonstrated that Lean in IT was beginning to enter the lexicon for many.

Adam Seeber’s keynote about Lean and Agile was insightful – how it’s not a choice of one over the other but that it’s taking the best of both worlds to suit your business needs. He emphasized on the significance of it being adaptable, be it Lean, Agile or ITIL, and went on to describe how customers define value for the business more than anything else.

An eye-opener for the audience was Charles T. Betz’ session introducing the IT4IT standard with Lean language of value chain, value streams, digital supply chain, handoffs, capacity, and value. He explored the current state of IT and offered practical advice on holistically managing IT for business. With the key takeaway around product management being customer intimacy and cross-functional collaboration.

40 Agile methods in 40 minutes by Craig Smith covered various process improvement methodologies – Lean, Agile, Theory of Constraints and everything in between no matter how esoteric. He openly shared the concept, its history, the pros and cons, how widely it was used, and where to find more information.

Bringing in fresh air to the string of topics, Michi Tyson spoke of taking Agile beyond IT and combining it with Lean management and design thinking. Her Lean Canvas and startup background showing clearly in a conference dominated by mature IT departments and businesses. This one was of particular interest because one could see the Enterprise Architecture approach coming through, and the same discipline being applied to the business of IT holistically – once again, using Lean principles.

itSMF 2016 was another insightful, rewarding, and successful conference. It left the audience questioning the conventional way of ITSM – and leaning towards better IT service delivery.

This blog is edited, and first appeared on the Freshservice blog – you can view the original here

By |October 12th, 2016|guest blogger, ITSM, Service Management 2016, wrap up|