Announcing keynote speaker Dave Snowden’s Service Management workshops!


Dave Snowden is founder and Chief Scientific Officer at Cognitive Edge, and the founder and Director of the Centre for Applied Complexity at Bangor University in Wales. He will give a keynote address at Service Management 2016.



Keynote speaker and internationally-renowned scholar Dave Snowden has announced two exclusive workshops at Service Management 2016.

Dave Snowden will offer morning and afternoon workshops on ‘Cynefin and decision-making’ and ‘Human sensor networks’.

This year’s workshops take place on Tuesday 16 August, giving attendees a chance to dive into topics like complexity theory, Agile, Lean IT and DevOps, Extreme Leadership, SIAM, operational readiness and more.

Cynefin and decision-making with Dave Snowden

Half-Day: 9:00am – 12:30pm

An introduction to complexity science and Dave Snowden’s Cynefin Framework that will change the way you understand leadership and decision-making. Take away a framework that will change the way you see the world, and tools to help you to understand and act on big, difficult problems and decisions.

Human sensor networks with Dave Snowden

Half-Day: 1:30pm – 5:00pm

Discover a new approach to policy- and decision-making, and learn how to make the most of your organisational networks. You will leave with the knowledge and skills to create and make the most of human sensor networks in your organisation.

For more information on Service Management workshops, please visit the website.

By |2018-03-19T16:23:18+10:00July 21st, 2016|Service Management 2016, Workshop|

SIAM: revolution or evolution?


In today’s blog post, Service Management workshop leaders Simon Dorst and Michelle Major-Goldsmith provide a sneak peek into some of their thoughts on SIAM in the lead-up to their half-day workshop on SIAM: revolution or evolution, at this year’s Service Management Conference. Service Management Conference Workshops will take place on Tuesday 16 August 2016 in Brisbane.


Service Integration and Management (SIAM), like ITIL® before it, appears to have originated from HM Government (UK). References to SIAM began to emerge in the UK in the late 2000s, when it was purported to provide a framework to obtain better value for money from multi supplier service engagements.  Lately its adoption has increased globally due to the increasingly complex, modular managed IT service environment evident in most enterprises.

There is much confusion about whether SIAM is actually something new (i.e. different from ITIL), whether it will last, or even whether it is something relevant.

Our half-day pre-conference workshop for Service Management 2016’s Shake I.T. Up Conference will allow delegates to consider the various perspectives and stakeholders in a SIAM environment.  Based on current thinking, global developments and using practical scenarios, it provides the participants with an analysis of the core principles, processes, functions, governance and cultural re-engineering required for SIAM success.

In multi-sourced service delivery models, the key to success is the ability to manage the challenge of cross-functional, cross-process, cross-provider integration. SIAM enables an organisation to derive the benefits of innovation and flexibility that multi-sourcing brings whilst still presenting an integrated service wrap for the customer. SIAM is both framework and a function. Typically built upon the full ITIL lifecycle model, SIAM includes additional focus on ‘end to end’ service governance and controls across all suppliers.

The rationale for SIAM is insurance that the IT and business strategies align with the challenges in multi-provider environments. Integral to this is the three layers of Customer-Retained governance, SIAM Control & Management, and Service Delivery (or variants like Strategic-Tactical-Operational, Defining-Designing-Delivering, Governance-Control-Monitoring etc).

Organisations trying to implement SIAM need to understand the distinction between integrated service management and SIAM. For example, implementing a set of processes within a centralised management will not create a SIAM function. Failing to add the extra elements of SIAM such as governance, autonomy and the impartiality to manage the providers creates SIAM functions that rarely move beyond operational delivery.

For more information, you may want to read:

By |2018-03-19T16:23:20+10:00May 26th, 2016|guest blogger, Service Management 2016, SIAM, Workshop|

Shaken and stirred


 This week we welcome guest bloggers Simone Jo Moore (Service Management Consultant and Trainer) and Mark Smalley (The IT Paradigmologist – ASL BiSL Foundation).  Simone and Mark will host a workshop at the Service Management 2016 Workshop Day on Tuesday 16 August 2016.


“Shaken, not stirred” is, of course, James Bond’s catchphrase that describes his preference for martini cocktails. “Shake I.T. Up” is the overarching theme of itSMF Australia’s annual Conference for 2016, that is intended to help you “find new ways to shake up your IT projects, teams and approaches for greater agility, lasting improvements, and better business outcomes”. Now this sounds great but as a seasoned conference-goer, I’m frequently disappointed by the effect that conferences have on their attendees. Despite us talking enthusiastically about new topics such as Cloud and DevOps, little in the real world changes unless people really get passionate. We talk the talk but why don’t we walk the talk? What does it take to stir people enough that they change their behaviour?

Behavioural change is one of the topics that fascinate my workshop partner Simone Jo Moore and me. In the process of researching, writing, and facilitating workshops, we’ve certainly learnt a lot and hopefully others have got a better grip of behaviour and the iceberg of factors that influence it, including values, beliefs and emotions.

We’ve done some writing on this topic and are pleased to share some of our work with you. You may like to read about ITSM problems – is poor behaviour the cause?, how to use behaviours to align people management and operations, or how to behave yourself – the business-IT relationship.

We’re offering a half-day pre-conference workshop for Shake I.T Up called Behave Yourself – Building Better IT Relationships. Our intent is to help you assess your organisation’s performance in terms of desired behaviour, understand what actually drives behaviour, determine your own core values and emotions and – most importantly, after the conference – start experimenting with interventions that actually influence behaviour. We’re very much looking forward to conducting this workshop and it would be great if you could join us.

It’s our conviction that I.T. will only change when people’s values, beliefs and emotions change, so let’s not only Shake I.T. Up in Brisbane but also Stir I.T. Up!

By |2018-03-19T16:23:21+10:00May 5th, 2016|guest blogger, Service Management 2016, Workshop|
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