Bishopsgate, London

19 TH

- 20 TH NOVEMBER

MONDAY 19TH NOVEMBER09:25 - 09:45 Conference Opening – Rosemary Gurney, Chair, itSMF UK

09:45 - 10:15 Japan 2011: Taking Major Incident Management to a Whole New Level – Roy Wilsher, Chairman - National Fire Chief Council

10:15 - 10:45 Mental Health in the Workplace: Why and How We Should Care? – Thomas Jordan, SANE

10:45 - 11:15 Refreshments, Exhibition & Networking

Track Track 1 Track 2 Track 3 Track 4

Topic Service Excellence ITSM Futures and Transformation

Skills and Professional Development

ITSM Standards and Approaches

11:30 - 12:15

Five Game Techniques to Immediately Apply to your

Service Desk

Sanjeev NC, Freshworks

Beyond the Hype – the Real Promise of AI

Kaimar Karu, Mindbridge

Mentoring for Success! A Cost Efficient and Trusted Solution

Kat Turner, ITSM Zone

ISO/IEC 20000 – the Launch of the Revised Standard

Lynda Cooper, Service 20000

12:15 - 13:00

GOLD SPONSORThe Future is Built on ITIL – Get

Ready for ITIL 4

Akshay Anand, AXELOS

Chatbots – Are We Ready to Engage?

Alexander Hocking, Marval

Soft Skills… The Most Powerful Tool in the Toolkit

Lorraine Brown, Orange Bus

VeriSM at Vocalink Mastercard… Our Journey So Far!

Clare McAleese, Vocalink Mastercard & Chris Leadbeater, BCS

13:00 - 14:15 Lunch, Exhibition & Networking

Track Track 1 Track 2 Track 3 Track 4

Topic Service ExcellenceITSM Futures and

TransformationSkills and Professional

DevelopmentITSM Standards and

Approaches

14:15 - 15:00

Honey, I Shrunk The Incident Volumes

Stuart Howitt, Capital One

Digital Transformation Whilst the Wheels Are Still Turning, a Real-Life Example of Change

David J Maskell, Computacenter

The Future ITSM Professional

Amrit Saroya, AXELOS & Barclay Rae, EssentialSM

VeriSM in the Cloud - An Early Adopter’s Story

Steve Leach, 6point6 Cloud Gateway

& Claire Agutter, Scopism

15:00 - 15:45

…and that helps ME how then?Focussing on the User to Drive

Improvements in DWP Service Management

Gary McKler, Chris Stenton & Gillian Jones, Department for

Work and Pensions

The Battle for Relevance

Alan Nance, Virtual Clarity

GOLD SPONSORBest Practices in Service Management Integration

Andrew Pritchard, Perspectium

Hey, Where Has All the IT Gone?

Mark O’Loughlin, Cloud Credential Council

15:45 - 16:15 Refreshments, Exhibition & Networking

Track Track 1 Track 2 Track 3 Track 4

Topic Service Excellence ITSM Futures and Transformation

Skills and Professional Development

ITSM Standards and Approaches

16:15 - 17:00

SLA Reviews for the Millennial Generation

Claudio Pastori & Rosario Percanella

European Central Bank

Digital Transformation Project of the Year

Paul RockCentral Bank of Ireland

Tested, Ready, and Able

Richard Oliver SIAM SIG

Network Rail Intelligent Infrastructure

Tracey Walker & Sarah Merrien Network Rail

17:00 - 17:45

Change is Constant. Game On!

Karen Ferris, Karenferris.com‘Supported by Axios’

Transforming Service Management & Delivery for

the Digital Age in a Brownfield Environment

Karen Brusch & Neil Robinson, Nationwide Building Society

Analyst 2.0

Scarlett Bayes, Service Desk Institute

Agile Service Management

Hayley Butler & Spenser Arnold, Land Registry

17:45 - 20:00 Informal Drinks Reception - Sponsored by PeopleCert

TUESDAY 20TH NOVEMBERTrack Track 1 Track 2 Track 3 Track 4

Topic Service Excellence ITSM Futures and Transformation Value and Agility in ITSM Workshops

08:30 - 09:00 Refreshments, Exhibition & Networking

09:00 - 10:00

Interactive discussion session, “The Great Relevance Debate” led by Alan Nance, Virtual Clarity – Dave Green, Sopra Steria – Ian Penny, Hiscox

Karen Ferris, Action Leader – David Wheable, Forrester – Barclay Rae, EssentialSMDigital Customer

ExperienceDavid D’Agostino,

NexThink10:00 - 10:45

Complex Systems Break - The Changing Approach to Incident

Management

Duncan Watkins, Forrester

Machine Humanity

Simone Jo Moore, simonejomoore.com ’Supported by BCS’

People Power - Crack the Code, One Conversation at a Time

Rebecca Ulyatt, Blue Sky

10:45 - 11:15 Refreshments, Exhibition & Networking

Track Track 1 Track 2 Track 3 Track 4

Topic Service Excellence ITSM Futures and Transformation Value and Agility in ITSM Workshops

11:15 - 12:00

When go-live goes wrong!How to successfully transition and support new services into

the live IT environment

Rosh Hosany, PwC

Don’t Get Stuck in a Silo: Going Digital isn’t Transformation

Peter Hubbard, Pink Elephant(on behalf of Cherwell Software)

No Service Management, No Cyber Security

Martin HuddlestonAPMG Major Incident

Management

Andrew Vermes & Stefan Brahmer,

Kepner-Tregoe

11:15-12:15 Room 4b

Can We Manage the

Future?

David Wheable,Forrester

12:00 - 12:45

Driving Innovation with ITSM at Arriva

Alan Sherwen, Arriva

Experience Level Agreements: Kicking the KPI Habit

David D’Agostino, NexThink & Tony Price Virtual Clarity

Value Creation in a Hybrid World

John McDermott, & Nicola Reeves

HPE

12:15-13:15 Room 4b

Can We Manage the

Future?

David Wheable,Forrester

12:45 - 13:45 Lunch, Exhibition & Networking 13:15 - 13:30FitSM

Owen Appleton,APMG

13:45 - 14:30

Respect for People - Lean’s Neglected Pillar

Jon Terry, Planview(Best Speaker at ITSM17)

The New Management of Service – Joining up the

Enterprise

Johann Diaz, End to End Service

A Personal Journey to Embracing Agile ITSM

Claire Drake, Independent DevOps Simulation

Paul Wilkinson,GamingWorks

14:30 - 15:15

Service Design Meets Service Management

Alice Doyne, Deloitte

Continuous Service Improvement in a SIAM

Environment

Chris Bryan, TCS

The 21st Century Service Manager

Gary Gamp, PS Professional

15.15 – 16.00 So… Are we Still Relevant? – Prof Dave Snowden, Cynefin Centre & Cognitive Edge

16.00 – 16.15 Conference Closing – Rosemary Gurney & Ken Wilson, itSMF UK

Agenda

www.itsmf.co.uk conference@itsmf.co.uk Phone 0118 918 6500 Twitter #ITSM18

Gold Sponsor Gold Sponsor

itSMF UK’s Annual Conference and Exhibitionetc.venues – 155 Bishopsgate, London

19th - 20th November 2018