• Working and collaborating under lockdown as 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 virtual 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
• Managing the future of work in the new normal and into the next normal • 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 virtual workers and 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
Submissions for “The Future is Now” Conference 2021
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 greater ITSM community.
Speaker proposals are accepted through a custom-built, open and anonymous submission system. A volunteer reviewing team of ITSM practitioners from around the country and internationally 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 meets to review the shortlists, remove any duplicates, balance topics and ensure no single constituency is over- or under-represented on the program.
Approximately 25-30 submissions are invited to be part of the final conference program.