Service Management 2018!

Is your organisation fit for service? In this post, itSMF Australia’s National Events Director Aprill Allen gives a glimpse into what we can expect at the 21st national conference in Canberra.

Welcome aboard the planning for our 21st annual national conference. As our program development gets underway, I look forward to exploring updates to our service management practices with you, when we hear what’s new from both familiar and emerging industry guidance. This year’s theme is Get Fit For Service. We believe it captures a rising interest in service management from the health sector, while shining a spotlight on our nation’s capital and the public servants in it. Public servants who dedicate their improvement efforts to making sure their government colleagues can go about their business, and that citizens can go about their lives as easily as possible.

But service management isn’t just for our public services, as you know, it exists in all industries and all verticals, and is flexing to meet the changing complexities that the cloud and digital transformation requires, such as cloud orchestration, dynamic capacity management, and compliance decisions related to public and private cloud, just to name a few. We’ve introduced new streams this year to cater to this landscape and speaker submissions are now open.

People and Culture is an evergreen challenge and continues to be worthy of a dedicated stream. Service Management Practices gathers all our foundational knowledge under a unified umbrella this year. For 2018, we’re offering focused streams on Cybersecurity, and Modern Managed Services. Cybersecurity speaks for itself and news stories crop up regularly, reminding us of what can and does go wrong, and of where our responsibilities lay as service management practitioners and advisers. With the growth of AWS, Azure and subscription services, the market for managed services looks much different than it did before. We’re no longer talking to and hearing from just the large, global managed services firms. There are smaller, Australian firms providing service management to their clients and experiencing the same successes and challenges as the large-scale providers, every day.

We are a distributed community operating within businesses of all sizes and of all kinds, and I am excited to be coming together again with you, in Canberra, this September.

By |2018-04-05T19:49:49+10:00April 5th, 2018|Uncategorised|

SM 2.0. – and beyond!

Reflecting on the festivities

Last month, a fantastic bunch of engaged members of the ITSM community came together to explore the theme of SM 2.0 at Service Management 2017 – itSMF Australia’s 20th Annual Conference!

In addition to enjoying two jam packed days of insightful presentations, meeting new connections and catching up with familiar faces – the highlight for many was itSMF’s Industry Awards Gala Awards Dinner.

Themed ‘Strictly Ballroom’, this year’s awards – hosted by the hilarious Dave Thornton – saw many guests suit up and dust off their sparklies for a night of celebration!

Congratulations to the winners and finalists:


2017 IT Service Management Innovation of the Year – TAFE South Australia

2017 IT Service Management Project of the Year – Transurban

2017 Enterprise Service Management Implementation of the Year – TIE: Optus Satellite & QUT


2017 Service Management Champion of the Year – Michelle Major-Goldsmith

2017 Service Management Thought Leader of the Year – Ian Jones

2017 Service Management Lifetime Contribution Award – Peter Marshall!

At Service Management 2017 it was so great to see people from Western Australia, South Australia, Tassie and the Northern Territory and Queensland… and of course all the eastern states, as well as all the volunteer members who have contributed to the preparation of the conference in a variety of ways – as members of the conference committee, presentation reviewers, speaker supporters, session MCs and awards judges – to make this year’s Awards and the Service Management 2017 conference another great success!

A big thanks to the sponsors that made it all happen: Axios Systems, BMC, Ivanti, Kepner Tregoe, Rescue by LogMeIn, Marval Australia, Alemba, Freshservice, IGSM, Hagrid, ITSM HUB, and Enable.

Thanks again to all those that were a part of Service Management 2017 and we hope to see you in 2018 in….. (insert drum roll)…. Canberra!

If you’d like to be a part of Service Management 2018 in any way please contact us on

By |2018-03-19T16:23:16+10:00September 19th, 2017|Uncategorised|

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



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



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 |2018-03-19T16:23:16+10:00August 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 |2018-03-19T16:23:17+10:00July 19th, 2017|Uncategorised|

Dear reviewer

Reviewers make up an integral part in the Service Management Conference. In this post, itSMF Australia’s National Events Director Kathryn Howard 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 |2019-03-15T16:07:07+10:00January 23rd, 2017|Uncategorised|
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