The streams for the 2020 Conference “The Future is …”
Tech, Tools and Totally Cool
New service management outpaces disruption – accelerate delivery with AI, chatbots, automation, machine
learning, robotics, drones, service workflow orchestration
Avoid the disruptive shock of the new with blended agile and DevOps efficiencies delivering customer
effectiveness
IoT and data analytics all in the cloud
DevOps at scale through culture, communication, collaboration, automation, process and tools
The Employee, the Customer, and Wellbeing
Leadership building a culture of collaboration and wellbeing in the workplace to deliver on innovation and
continual improvement
Embracing human centred design with employee and partner experience delivering to the enhanced ‘wow
factor’ across the organisation
Supporting people moving through change aligned to organisational outcomes with industry models and
approaches (PROSCI, ADKAR)
Looking Forward, Reflecting Backward
Building on traditional service management competencies with new skills to compliment improved customer
satisfaction with supportive practices and metrics
Delivering business value service management with adoption and adaptation of established and emergent
industry guidance (ITIL4, VeriSM, IT4IT, Cobit)
Lessons learnt and war stories of cloud service management with DevOps and SIAM disciplines
Strategic delivery cadence and tactics through insights into both good and bad service models
Enterprise business assurance – speed and delivery with enough cyber security and managed risk to pass every
audit