Topics 2018-03-19T16:23:09+00:00

Using AGILE thinking to make ITSM Problem Management LEAN

Cameron Abel | Process Specialist, Kinetic IT
Sachin Bhatnagar | Process Specialist, Kinetic IT

While IT Service Management’s Problem Management activity offers a comprehensive and robust set of processes and procedures, the outcomes and artefacts are often perceived as being ineffective and inefficient in today’s fast changing world. It includes slow progression for problem resolution, time-consuming process design and improvement implementations and visible bottlenecks within problem process workflows.

Attendees of this talk will learn:

  • An understanding of the pitfalls associated with developing Problem Management procedures
  • How Agile thinking can be used to overcome challenges
  • How to leverage Scrum, Lean, DevOps and Kanban artefacts to make Problem Management more responsive
  • An example of a working Agile Problem Management procedure
  • Extending the application of agility and Lean to other ITSM processes

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Using Cynefin to navigate uncertainty

Kim 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. While most people find the Cynefin Framework easy to understand, they struggle with the practical application of it in their day-to-day work. In this talk we will deep dive into how I discovered the usefulness of the framework for planning large projects and making more effective use of time, as well as how it helps with problem investigation and risk treatment strategies.

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.

This session is useful for most Service Management and leadership roles as it will cover the following learning outcomes:

  • The Cynefin Framework – an explanation and how to use it
  • Application of the Cynefin Framework for planning different types of work
  • When to use exploratory approaches and when they are not appropriate
  • How to plan better analysis workshops and stop them from being derailed

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Getting to the root cause

Jehad Batta | Service Management Process Owner, NSW Department of Education
Eileen Phu | Director Service Management, NSW Department of Education

This presentation will describe the challenges and benefits of implementing Problem Management within the IT department of the NSW Department of Education.

Attendees will hear the process and methodology acceptance and discover the challenges within the organisation. We will share how this was overcome with a high focus on the high touch organisational change management techniques required to provide a sustained behavioural change as well as how metrics and data were used to drive change.

Come along to hear:

  • The similarities between this process and any other ITIL process implementations
  • The unique challenges and benefits of the rollout
  • The importance of Governance and high-touch change management and what that means
  • Our lessons learned

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The ultimate enterprise Service Management case study

Stephen Bosworth | Platform and Delivery Lead – Service Management, CSA
Ben Jackson | Business Improvement Manager IT, Kordia

This is a story about a company that drank the enterprise Service Management Kool-Aid, went all in, and won.

Kordia provide on-site services for private and public network owners and have a 24/7 network operations centre that manages a field services team of hundreds across the country. Up until recently, the management of Kordia’s workforce was manual and unstructured via a combination of emails and thousands of spreadsheets. This was an organisation-wide challenge, not limited to the NOC and Field Services teams.

Kordia’s organisation and systems are in a permanent state of continual improvement so when enterprise Service Management was touted, they immediately saw the benefits and moved to modernise their whole back-of-house.

By making the change, Kordia was able to automate their service delivery and orchestrate workflows between all teams within their business to drive millions of dollars of efficiencies in only the several months since undertaking the transformation.

Attend this talk to learn:

  • How to enable and drive efficiencies within a mobile workforce
  • How to get the business on board with automation and enterprise Service Management
  • How you can utilise multiple sources of real-time data to drive real innovation
  • Hear from an organisation that has successfully ‘walked the walk’ in leveraging enterprise Service Management to transform its business with IT leading the way.

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Making Lean enterprises happen

John Farrow | Lead Agile Lean Coach, nbn Australia

Invited speaker

Join this session to hear how Enterprises can do and be Lean while ensuring the right areas get the right attention and resources.

In this session I will :

  • Touch on Lean Governance, how to change board , executive and managers mindsets in hierarchical organisations, in order to leverage the benefits of being a leaner organisation
  • Share experiences I have had getting people to adapt to and adopt Lean and Agile as a way of being and working together better.

I look forward to meeting you all and discuss the challenges in doing this effectively!

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Back to the future – thoughts on SM 2.0!

Matthew Burrows | Managing Director, BSMimpact

Invited speaker

It may be a little shaky at times, but while I still stand some chance of remembering the last 20 years, let me make a couple of observations, tell you what we’ve got wrong, the bits we did well, and what needs sorting in the next 20 years. Then I can retire and leave the rest of you to get on with the implementation.

Matthew Burrows is a has-been! He has been the President of the Institute of Service Management! He has been on the ITIL Change Advisory Board, the itSMF UK Management Board, a couple of ethics boards, the finalist list for several forgettable industry awards, a few Conference platforms, the authoring team for the PMI Program & Portfolio Management standards, the Design Authority for SFIA6, a conductor, composer, and professional musician, a publisher, a pilot, and a self-confessed pain in the backside! Come and see if he remembers what he wanted to tell you.

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Effective vendor management

Darren Bourke | Service Delivery Management, Monash University

Many organisations are experiencing the challenges of dealing with vendors supplying cloud-based solutions. This talk will discuss the challenges in managing vendor relationships in a large tertiary institution and how you can improve service performance and deliver business value.

An example of a challenging vendor will be presented and details on how performance improvement was achieved will be discussed. The role of Service Delivery Management in delivering business value through key relationship building with the vendor will be also be explored.

Attend this talk to learn:

  • The challenges of Service Management with cloud-based solutions
  • Why you should invest in vendor management
  • Real life examples from a major Australian university where vendor management improved service performance
  • The important role that Service Delivery plays in better vendor relationships
  • Why vendor management does not need to rely entirely of the contents of a contract
  • How you can apply vendor management principles to your organisation

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Robotics in the future of work

Marita Cheng | Engineering visionary and 2012 Young Australian of the Year

Keynote speaker

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!

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Masterclass: Proactive Problem Management and Incident Mapping

Shane Chagpar | Senior IT Project Management Consultant, Kepner-Tregoe

Sponsored by Kepner-Tregoe

In this session – we learn a visual methodology to map out a series of events in order to better understand how to proactively manage problems that could occur during a project, change, or implementation. This powerful methodology can be applied both prior to, or directly after an incident, creating simple yet powerful management reports that clearly articulate the what, why, how of what happened or could happen, and next steps to contain or prevent further damage.

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Just how relevant is IT Service Management in today’s world?

Elizabeth Cleland | Director/Principal Consultant, Agudo Consulting

There is a big focus in today’s business world about being digital, disruptive, Agile, innovative and entrepreneurial in order to survive.

You’ll have noticed that services and Service Management are no longer in the list of critical capabilities that an IT organisation must have in order to be the critical platform that enables business success.Has it become an old fashioned, legacy set of practices that no longer support the new drivers?

Sometimes it may seem that way… the Agile Manifesto states “individuals and interactions over processes and tools” while ITSM, by its very definition, is a process based framework; and many of our established change management practices are being challenged – and even bypassed – as they are seen to be out of step with the business drive for change and evolution.

This session will present new research on how IT leaders view the current IT world, how IT Service Management is – or isn’t – helping them achieve their goals, and what they think the future of IT Service Management is.

At the end of this session, participants will have an understanding of:

  • How business and IT leaders view Service Management.
  • Where Service Management is seen to block or hinder business evolution.
  • How much of this is due to perceptions, incorrect interpretations of Service Management, a need to improve our practices …or truly reflects the limitations of the Service Management framework
  • And finally, opportunities to refresh and re-invigorate Service Management practices to supercharge the businesses that rely on us.

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Growing a knowledge centered culture; the leader as champion

Beth Coleman | KCS Consultant, Catalynk Limited

How can leadership effectively engage the expertise and knowledge of support center staff to move towards a knowledge self-service environment? The Knowledge Centered Support (KCS) and Prosci© methods assist in building a culture focused on sharing, collaboration, learning and improving. This presentation focuses on the leadership strategy and involvement needed to encourage a healthy knowledge culture of staff empowerment, customer engagement and significant service delivery improvements.

Attendees will learn:

  • The main concepts of KCS and Prosci methods
  • Metrics that influence change at each stage of development of a knowledge centered service culture
  • Specific examples of how metrics should be selected
  • Leadership tools and stages of engagement in championing a KCS project.
  • Best practice examples of leaders supporting knowledge for improved service delivery

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DevOps, Agile and ITIL just don’t work together – or do they?

Harold Petersen
Girish Ramkrishnani | Director and Principal Consultant, Serviceline Solutions

Like a lot of ITIL practitioners, do the words Agile and DevOps scare the heck out of you? They shouldn’t!

Until a little while ago I could not get my head around how you put any level of governance around Agile methodologies. That was until I had a discussion with a customer on how she very successfully uses DevOps to roll out daily releases. Daily releases – are you kidding?

As we continued to talk I realised that it was all about the size, impact and risks of these daily releases. Once you start understanding that it becomes much less scary.
Once the understanding kicks in, the excitement emerges and it becomes clear that many ITSM environments can achieve remarkable improvements in the frequency, throughput time and quality of their releases and ensuing business enablement.

In this presentation, we will

  • Share some case studies and approaches to establish the value stream, cultural and people aspects of DevOps
  • Demonstrate how one can leverage an existing capability to interact with other tools in the DevOps tool-chain and support each of the ‘three ways’ of DevOps
  • show how DevOps and Agile perfectly align with and complement ITIL

Come to this session to demystify how Service Management can embrace and leverage Agile and DevOps to deliver enormous benefits to your organisation and deliver disruptive business innovation.

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ITSM: How to avoid traps for new players

Tina Erickson | ITS Customer Service Manager, HBF

Congratulations on starting your ITSM journey! If you’re like the rest of us, you’re reading some handy ITIL books, maybe taking a couple of classes and designing processes that tick those boxes! But have you stopped to ask yourself what you’re doing and why? Are you building processes the meet the “requirements” of a framework or are you building processes that meet the requirements of your business?

Like many organisations, we started our ITSM journey with the best of intentions and strong book knowledge. We got some amazing runs on the board, but struggled to take that next step in our journey – we were caught in a riptide of our own making. We were perceived as “blockers” or “paper pushers”, we lectured instead of collaborated, and we lost sight of what ITSM is about.

With a change in our leadership structure, we made the decision to revisit our entire approach to ITSM. We looked for opportunities to go back to basics, to challenge the status quo and to take a pragmatic approach to Service Management. We let our business needs drive our processes and started engaging collaboratively to understand what was important and why.

This presentation will provide an overview of the common traps we fell into and how to avoid them. We’ll demonstrate the business benefits that can be achieved through starting with (or going back to) simple, efficient processes and why throwing the book out may be the best thing you can do!

Attendees will learn:

  • How to build support for introducing processes in an increasingly Agile world
  • How to define what simple looks like for you
  • How to design processes that support your businesses needs
  • Why measuring value is critical to your success
  • How to avoid the pitfalls of over-complication and how to recover if you’re already there

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Service continuity – the stick without the carrot

Neil Faintuck | Service Transition Manager, Bankwest

A couple of years ago, lightning struck twice and a data centre was lost….twice. The fallout from these events meant that a planned move to a new primary data centre needed to be expedited.
Sounds simple right? Well, it’s so simple that the powers that be decided that the extra step of a mandated service continuity test be conducted as part of every migration.

This presentation will provide an overview on how the company successfully migrated everything without customer/colleague impact and tested the resiliency of each service at the same time.

Attendees will learn:

  • An understanding of the importance of a close association between the project team and the service continuity governance team
  • How to check it yourself – don’t take “no” or “yes” for an answer when asking about whether the documentation is up to date
  • How to carry a big stick for persuasion. Everyone loves service continuity and everyone also loves documentation, so if you put them all together
  • That things don’t always go as planned so a sense of humour and adaptability are necessary evils

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We’ve been hacked! Now what’s the BCP?

Rinske Geerlings | Managing Director, Business As Usual

Information Security Management often concentrates on preventative controls and immediate responses, as opposed to Business Continuity Planning (BCP), which ensures that there are plans and procedures in place on how to continue the core, time-critical processes of an organisation… thereby ensuring that the brand/reputation are safeguarded, as key services continue to be delivered. BCP is becoming increasingly relevant, as we have been seeing larger Information Security threats eventuate, and an increasingly competitive market where customers easily switch brands if your product/service is unavailable or your brand ‘tainted’ by a data breach.

The presenter will provide an overview of ISO 27001 (Information Security), share a best practice/world-class BCP framework, and demonstrate how Cyber Security should be integrated into the BCP to optimally manage both aspects.

The practical part of this session will focus on ideas that can be applied by delegates, to enhance staff security awareness within their organisations.

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Digital disruption and your career – there is some very good news

Peter Grant | Peter Grant and Associates

This talk will look at how digital disruption is impacting business and IT and how it will impact you.
We will examine why some firms (and especially governments) struggle to embrace the digital revolution while others thrive and we will look at some basic principles for success.

Finally we will examine what digital disruption will mean to people in the IT industry. How will careers will evolve? Where are the emerging well paid roles and what skills do you will need to prosper.

  • Understand the key drivers for digital disruption
  • Understand how organisations get digital disruption wrong. Often this results in good people being let go at a time when they are needed most
  • Keys to being valuable in a digitally disrupted IT workforce
  • Key things YOU can do to make sure you remain a valuable professional resource

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How user experience became central to ITSM

Dion Hinchcliffe | Business strategist, enterprise architect and #2 digital transformation influencer in the world

Keynote speaker

In today’s ever more consumerised world of IT, the nature of the end-user experience has come to epitomise all that’s right – and often what’s wrong – with modern IT Service Management. The bar for expectations today continues to rapidly rise on how easy, efficient, and convenient it should be to deliver, manage, and support today’s complex enterprise technologies. The user experience has now become the prime focus on creating friendlier, more service-focused, yet highly adaptable new forms of Service Management. Learn from new high impact case examples and cutting-edge stories on the leading edge of Service Management evolution via high impact user experience design.

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IoT and the perfect storm

Dez Blanchfield | Resident Data Scientist and Seed Investor, Starboard IT

As we build smarter devices, the data they generate or collect lives at the edge of the network – outside our centralised private infrastructure and locked up in Data Centers. Because of this, the need exists to adjust the entire design model to be capable of dealing with massive disruptions across almost every aspect of business and technology.

Massive disruptions happen and it’s not something we can or need to plan for in the future. The IoT is here, and it’s here to stay and growing by the second, at an exponential scale.The mobile phone alone is evidence as every smartphone now hosts dozens of consumer apps, business logic, data, and networking all in a single hand held device.

Attend this talk to engage in an in-depth discussion about:

  • The IoT
  • The Gravity of Data
  • Edge Analytics
  • Blockchains for everyday use

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Mixing oil and water: DevOps in an ITSM world

Lindsay Holmwood | Former head of Tech at DTA, engineering manager and DevOps guru

DevOps and ITSM are viewed as mutually exclusive approaches to service delivery.

Worse still, each camp is highly skeptical of the other: DevOps organisations cowboy changes to production. ITSM organisations crush their people with paperwork and CABs.

But they’re driving for the same outcomes: delivering a quality service to our users, while managing capacity and risk.

Both approaches are compatible, and it’s easier to get started and get benefits quickly with DevOps approaches than you think.

In this talk we will learn:

  • What the benefits and risks are for experimenting with DevOps in your organisation.
  • Where to apply DevOps methodologies in your organisation to manage risk and maximise success.
  • How DevOps can be applied in highly regulated environments.

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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 and 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 towards rapid IT? Will investments in ITSM slowly fall into irrelevance? This session explains how Lean ITSM and DevOps can accelerate business velocity.

Attend this session to learn:

  • How DevOps, continuous deployment and other Agile methods can improve governance
  • How to transform your ITSM disciplines and systems into velocity engines instead of control systems
  • How to identify the four challenges to enterprise agility and how ITSM can morph to meet the need.

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Your service operating model – it’s about actionable delivery

Kathryn Howard | Service Management Provocateur, Visual Explanations

Organisations are being asked to deliver services faster, with increased quality and with innovation. Traditional service operating models with emphasis on ad hoc reactive operations and support cannot meet this need. Siloed teams with their isolated frameworks of choice only create bottlenecks, lack of accountability plus disconnectedness. Collaborative cohesive systems are required for seamless service delivery.

IT4IT provides an overarching framework with common terminology to plan, build, deliver and run. It also highlights queuing bottlenecks. This talk will explore where each IT4IT value stream plus it’s service model backbone activities map directly to ITIL and Cobit processes. This provides the understanding and commonality of language for those doing the work and delivering the services.

What activities from complementary standards might you also bring into play in your model? This talk looks at the relevant aspects of ISO/IEC 20000, 38500, 25010, 15504 that you might use with analysis of their processes, strengths and weaknesses

Actionable IT operating models do not come ready made. Learn the techniques to build your organisation’s model – modular and seasoned to taste.

Attendees will discover:

  • How to leverage frameworks/standards to build a tactical service operating model with examples adopted by some organisations
  • A way to map relevant frameworks with examples, eg. process mapping charts of IT4IT, ITIL and COBIT
  • The strengths of the various applicable standards and frameworks
  • Not just the “what’ but the “so what” to drive the theory into action

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Walk fast, walk far: building trusted partnerships

Malini Jayaganesh | Vice-Chair, Business Relationship Management Institute

Establishing productive and sustaining relationships between the service provider and the business is never easy and especially so in a world defined by constant change and shifting goal posts. However these challenges are the very reason for the need for explicit focus on ensuring that both parties are engaged in a trusted and strategic partnership. In this presentation I will share my experience of creating collaborative experiences within large organisations including the pitfalls and champagne moments. I will explain how an African proverb shaped her approach to addressing the challenges and some of the success stories resulting from this. I will also outline a formal road map for managing relationship maturity and explain how to apply this in practice in any organisation.

Attend this talk to take away:

  • An understanding of the need for establishing productive and sustaining relationships between service provider and customer
  • An understanding the challenges and common pitfalls
  • Practical and effective techniques to improve relationships
  • A roadmap for relationship maturity to guide the way forward

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IT process automation and its implications on IT Service Management

Ian Jones | Manager, Technology Advisory, KPMG

IT process automation (ITPA) is rapidly increasing in innovation and adoption – so what are the implications on IT Service Management?

This presentation combines an ITSM case study with the latest insights in ITPA. Based on a recent project, the presenter will share the uplifts that a large Australian financial institution required to alter their ITSM capability to support both traditional mode 1 and contemporary mode 1.x/2 (commonly referred as multi-modal IT). During the analysis it became apparent that ITPA uplifts would be a significant enabler to achieve this goal. This presentation will share the considerations for ITPA to support contemporary ITSM based on the experiences of this project.

From this presentation, the audience will learn:

  • The three (3) classes of ITPA and how they differ
  • How ITPA impacts ITSM in a multi-modal IT environment (including a deep dive into some ITIL processes)
  • Eight key considerations for ITPA on ITSM

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Taking Out the Trash! Automating basic Service Management tasks

Brett Moffett | Solutions Architect, Cireson

Is your organisation ready to automate your end user requests?
If you answered yes, this presentation is for you.
If you answered no, then this presentation is REALLY important for you!

All organisations have their top 10 requests that they seem to repeat on a daily or weekly basis that consume countless hours and remove ever reducing staff numbers from important tasks.

Wouldn’t it be great to take out this trash once and for all and never have to worry about it again?
And wouldn’t it be great to free up this time to automate more and free up more time?

In this session we will look at how to make a start at automating the most common tasks that end user requests and the kinds of ROI that they can provide. You will be provided with real world examples of automation and the figures of savings that can be PROVEN!

You will also discover usable code, scripts, RunBooks or automation solutions that you will be able to implement today.

Attend this session to learn:

  • Where to start with automation
  • What automation choices are best for your organisation
  • Real world user-driven examples
    • User on-boarding
    • Hardware Purchase Requests
    • Email DL maintenance
    • Skype for Business User Image Replacement

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Simple steps to a better service desk experience

Sanjeev NC | Pre Sales/ITSM Consultant, Freshservice

“Experience” is not a new word in the industry, but the advice given is at a high level and not easy to implement. This presentation will identify a selection of actionable tool-independent items that can be immediately implemented to improve not just your end user, but also agent/analyst, experience.

This presentation draws on simple and personal real life examples, like traveling in the London underground and being a bartender to relevant ITSM examples. Words and bullet points will be hard to find in this engaging presentation filled with memes and comics!

This presentation is targeted towards service desk leaders and associates who can take back learnings that are easy to understand and even easier to implement. Attendees can expect to leave this session with simple actionable insights that they can take and implement in their own organisation to improve its end user and agent/analyst experience. In a world of presentations with acronyms and jargon, this presentation is an easy-to-digest dish that everyone working with a service desk can relate to.

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Putting the ‘Service’ back in Service Management – 5 steps to a customer-centric culture

Dave O’Reardon | Managing Director, Silversix

Have you ever been excited about the prospect of a shiny new ITSM toolset, or a good hard process maturity review? Who hasn’t?! But people deliver service, not tools or processes. 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.

In this session, we’ll talk about how to foster a truly customer-focused culture – and deliver great service – by putting customer feedback at the heart of everything you do. We’ll cover the everyday practices of customer-centric teams, the research behind those practices and real-world examples from IT teams that are enjoying the results.

By the end you’ll know what customer centricity looks like and why customer-centric teams cost less. You’ll understand the virtuous circle of staff and customer happiness. And you’ll know all about the good, the bad and the ugly of the Service Recovery Paradox, the Dunning-Kruger Effect and the terrible Annual Performance Review.

Come along and be inspired to give your culture a big fat jab in the arm. No coffee will be required to keep you awake during this presentation!

You’ll learn:

  • What it means to be customer-centric, why you should want to be and why many IT teams aren’t.
  • The three listening posts you need to collect customer feedback.
  • The importance of the right leadership and metrics in creating a customer-centric culture.
  • How quality feedback increases staff engagement and how engaged staff create happier customers.
  • How customer feedback can be used to drive continual service improvement that your customers will actually value.

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Evolution from ITIL to Agile

Lisa Palma | General Manager for Workplace and Service Management, NAB

Invited speaker

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.

This requires an enterprise to deliver fast, efficient and highly reliable services at low cost to meet customer needs, which poses an important question as to how IT organisations will evolve and adapt to deliver to the changing needs and demands of the customer.

The answer may seem quite obvious, but it is crucial to strike the right balance between Service Management, Agile and DevOps, and there is no magic ingredient, it’s essentially a journey of evolution from legacy Service Management principles into an Agile enterprise.

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

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Machine learning and analytic approaches to proactive Problem Management

Jason Berryman | Specialist, Digital Service Management, 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.
In an era of digital transformation, ‘necessary’ becomes ‘intolerable’. Organisations that cannot find a way to move from a reactive to a proactive stance will find themselves unable to respond to the sprawl, scale, complexity and pace of change in digital IT data and technologies.

The Service Desk will be the first part of IT to feel the impact of digital transformation and must be the first to respond. The response must include implementation of automated, advanced analytics and machine learning in the Service Desk that simultaneously bridges ITSM with other IT silos like Operations. Gartner has identified this need and is developing a new category to cover it called “Algorithmic IT Ops” (AIOPS).

In this talk we 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.

Attendees of this talk will gain:

  • An understanding of the AIOPS movement in IT
  • Insight into the role of ITSM in enterprise digital transformation
  • ITSM partnership strategies with ITOps
  • Knowledge of the potential of text analytics on free text fields to supplement or supplant fixed categorisations
  • An understanding of the value of viewing event activity as metrics: trending, baselining and monitoring in real-time
  • Examples of creating single views of ITSM, ITOps, business and 3rd party (e.g. social) data

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SIAM: let’s nail jelly to a tree

Neil Pinkerton | Director of Service Transition, Commonwealth Department

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.

Attend this session to gain:

  • An appreciation of the good, the bad and the pitfalls of a large SIAM implementation at an enterprise level
  • The gotchas and applicability of Service Management service transition processes across a constantly moving (jelly-like) multi-vendor environment
  • That Service Management performance based metrics may not transpose to Service Integration behavioural change in multi-vendor multi-delivery model contracts

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Unmask your potential

Turia Pitt | Humanitarian, athlete and motivationalist

Keynote speaker

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

Attendees will walk away with insights, actionable information, perspective, hope and have lots of fun on the way!

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Changing role of CSI: a blueprint for business innovation management

Murali Ramakrishnan | Senior Continuous Improvement Officer, Queensland Rail

New Business Paradigms are emerging every day fuelled by digital disruption. While the ITSM community acknowledges the need for change, the majority of responses are focussed on tailoring the processes to adapt to the emerging technologies.

Continual Service Improvement (CSI) is a good candidate to address the gap however it is one of the more challenging life cycle stages to implement. There are many different interpretations and implementations of CSI function. The general interpretation is that the objective of CSI is to focus step wise improvements.

In order to leverage the digital disruption, CSI has to transform to facilitate both step wise and paradigm shifting improvements. It is not just adequate to focus on small improvements. CSI should incorporate the principles of business innovation management. The objective being to create an ecosystem comprising of business, IT, external partners, start ups, research and educational institutions that promotes sustained innovation.

In this talk, we will present a holistic framework to drive innovation across the business. The talk will address:

  • the existing constraints and the gaps of the CSI function to meet the digital disruption needs
  • key characteristics of Business Innovation Management
  • target innovation eco system
  • relationship with existing ITIL processes with BIM-CSI
  • organisation structure
  • technology requirements
  • organisational change management

There will also be practical examples and best practices to illustrate the implementation of BIM-CSI

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How Agile principles radically transformed our team culture

Karl Rohde | IT Manager, Consultant and Speaker at

In times of great change, disruption is a wave all businesses must face. Success in facing change with confidence depends on people. More specifically it depends on teams of people and not individuals. How teams come together, unite and perform under fire is critical if we want our businesses to thrive. My talk, a case study, tells my story of how a dysfunctional service desk team underwent a major transformation, in a time of notable business disruption, through the application of Agile principles, tools and brave leadership. A radical, yet pragmatic, approach focused on purpose, values and a “no man left behind” philosophy brought about a cultural shift in the team that delivered results beyond expectation.

Attend this talk to learn:

  • A pragmatic approach to implementing Agile principles to significantly improve Service Management
  • How to fix the system to fix team dysfunctions such as lack of trust, fear of conflict, lack of commitment, avoidance of accountability
  • How to do more with less; increase focus on results and automate the management of the team
  • How to increase customer satisfaction, reduce requests and drive continual improvement through daily stand-up meetings and retrospectives.

(Note: that our experience is that of applying Agile principles outside of the scope of software development. Our journey is not a strict formulaic implementation of the Agile Manifesto, neither is it related to DevOps.)

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Maximising value and building trust in your digital supply chain

Simon Roller | Director and Principal Consultant, BSMimpact

As organisations continue to transform their enterprises to leverage disruptive technologies, they are grappling with the challenges of large and complex supply chains. The amount of suppliers that organisations use has increased from 4-5 per enterprise in 2005 to 20+ in 2017.

Adding to the issue is a greater need for digital skills and cyber security – there has never been so much risk in managing suppliers and delivering outcomes.

Organisations are using a number of strategies to mitigate this risk, one involving multi provider service integration (SIAM) and the other skills based supplier panels (SFIA). We will show how both these methods leverage the latest thinking in governance and management techniques, and help shape the way for next generation service provision in the future.

Attendee will learn:

  • Strategies in mitigating risk in a multi vendor supplier network
  • Integrating capability panels using skills management
  • Latest trends in supplier management and service integration

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Service Management MVP

Brad Schimmel | Principal Consultant, Tingle Tree Group

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.

The Service Management practice today is lacking a clean MVP. In most organisations, it has evolved into a complex, process-oriented bureaucracy whose main benefit is often only seen when something significant goes wrong. While the guardians and stewards of Service Management are clear on the benefit they bring, outsiders may see an IT team who don’t speak in their terms and are stressful and confusing the engage.

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.

You will learn new concepts in simplistic service design that have evolved away from ITSM and ITIL thinking such as crowd support and swarming.

Attendees will learn:

  • An adaptable, well structured, effective Service Management practice
  • How to build an MVP in line with what the customer wants
  • How to remove waste Service Management

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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. At the same time the employee engagement has gone from less than 30% to over 75% and continues to rise.
We will discuss how the organisation became recognised as an employer of choice as a result of it’s Diversity and Inclusion policies.

At the end of this presentation, attendees will have an overview of:

  • The importance of diversity for the success of both teams and organisations
  • Ideas for creating action groups to drive cultural awareness
  • Insights into diversity – using statistics from the BCEC Gender Equity Insights 2017, and other reports
  • Tips and techniques for engaging teams

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IT Service Management – responding to the digital workforce

Jaspreet Singh | ITSM Solution Architect, Unisys

With huge expectations for digital business to open up new channels and opportunities for growth, organisations need to adopt emerging technologies in a manner that empowers employees, enhances collaboration, and increases end user satisfaction.

The digital generation is here and expects an exceptional support experience – and are more than willing to bypass IT to get their issues resolved.

This presentation will provide an overview of what digital Service Management is, why it is an opportunity as well as a threat and how it is transforming traditional Service Management end-user functions such as the Service Desk.

Attend this session to learn:

  • What digital Service Management is
  • What a digital Service Management Maturity model is
  • A definition of a digital Service Management framework
  • That the traditional Service Desk as we know it is obsolete and need to be transformed to meet current and future requirements via a digital Service Desk
  • The key elements of a digital Service Desk

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Talking about my/your/their generation panel

Aileen Cater-Steel | Professor of Information Systems, USQ

This panel will explore how those serving ITSM customers from different generations have had to adapt over time as customer expectations change in line with the modern workplace. We will cover a wide range of topics ranging from the expectations of millennials and if that generation has a unique set of skills and priorities at odds with the traditional workforce. We also consider the ability of organisations to adapt to the needs of clients and staff in the evolving digital landscape.

Come along to share your views and discover the different customer and business service experiences and outcomes the panellists have encountered, and what tips they can share with those wishing to understand how to please a diverse range of customers.

Panellists include:

  • Tim Baird | Senior Manager Operations – Student Lifecycle, RMIT University
  • Elizabeth Cleland | Director and Principal Consultant, Agudo Consulting
  • Peter Grant |Peter Grant and Associates

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Wow, a configuration management program that worked the first time!

Stuart Smith | Manager, Service Management Practice, Transurban

At Transurban, we took a quantum leap in configuration management while delivering business benefits in under six months.

While that may sound unbelievable with all the horror stories about configuration management disasters, this session will show you how we made it happen:

  • Taking an outside-in view of configuration management to focus on outcomes and not technology
  • Leveraging existing tools to populate and keep the CMDB current
  • Potential to deliver gold, silver and bronze levels of business services
  • Delivering on compliance such as PCI
  • Highly automating the Service Catalog through the CMDB
  • Significantly reducing risk across multiple processes

This session aims to present key take-aways that can be implemented immediately.

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From colo to cloud: how we took the leap and stayed compliant

Jonathan Swift | Head of product, programs and operations, Whispir

The journey from colocation to a public/private/hybrid cloud environment is fraught with security and compliance considerations. Particularly for those who work in heavily regulated industries, or those who, like us, provide products and services almost exclusively to customers in heavily regulated industries.

Throw a few international offices and their respective market compliance requirements into the mix and you have quite the headache-inducing cocktail of complexity.

Sheer tenacity drove us to take the leap and migrate from colocation to an AWS environment. It wasn’t a simple or painless journey, but we made it to the other side and remained fully compliant.

Want to hear an honest tale of how one company moved from colo to the cloud – the challenges, stumbling blocks, successes and lessons learned?

Attend this talk to discover:

  • The security and compliance considerations when moving to AWS or another CSP
  • How customers in heavily regulated industries can affect your journey to the cloud
  • How international data sovereignty laws and individual industry regulations abroad affect your move to the cloud at home
  • How to identify the right time to make the move
  • How and when to incorporate the myriad security and compliance regulations into your migration plan
  • How to work with the wider business and management to ensure a smooth migration; tips for internal education and allaying fears and resistance

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Work like a googler, lead like a marine – creating high performing teams

Michi Tyson | Chief idea generator, agile attitude

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!

Business literature and pop culture have long preached the almost superhuman power of teams and even the most light-fearing hermit has, at one point or another, secretly dreamed of being part of the A-Team! Looking at our business reality, however, we often see a different picture – you are more likely to encounter working groups, cliques, individuals forced to spend time together and covens than high performing teams (okay, maybe not covens…). So the smart people are there, you’re buying enough doughnuts to become best friends with your local Krispy Kreme representative and you’re all hanging out on bean bags around your office ping pong table – but somehow the magic just won’t happen!

But fear not – learning from those who have recklessly tread where others implemented tighter KPIs, we will dissect research carried out by Google to understand what exactly makes a team high performing and will deep-dive into some essential leadership behaviours needed to build and maintain high performing teams.

At the end of the session, participants will be able to

  • Appreciate the difference between teams and groups
  • Understand different stages of team development and how to diagnose where your team is at
  • Understand what traits and characteristics you should look out for when selecting team members
  • Learn how to create shared responsibility and accountability in your team
  • Appreciate the difference between internal and external loci of control in your team members
  • Gain insight into specific strategies to shift the locus of control
  • Know how how to increase motivation and accountability – without the incentives!

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Ignites – wrangled by Kathryn Howard

Kathryn Howard | Service Management Provocateur, Visual Explanations

Ignites are a speedy presentation format. Each speaker gets 20 slides that change automatically after 15 seconds resulting in multiple fun and exciting 5 minute presentations. You will experience presentations from some of the conference’s top speakers sharing a tasting plate of punchy, diverse and entertaining topics.

Speakers include:

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