itSMF UK Central Regional and SLM SIG meeting, 17th September
The third itSMF UK Central Region meeting of the year, in conjunction with the Service Level Management (SLM) Special Interest Group (SIG), focused on the theme "Service Packages, preparing for production". The event was hosted by Rolls Royce at one of their impressive Derby locations.
The event was very well attended, with attendees expressing their desire to understand a little more about Service Design Packages (SDPs), in particular what should be considered as content in an SDP and how to put an SDP to use once compiled. Delegates also wished to understand the impact of building and using service level packages in an operational environment.
There was also the opportunity to learn from two SLM SIG members how they managed incidents across multiple suppliers. They provided details of how an effective and efficient approach - 'keep it simple' - when evolving a priority coding matrix ensured that clearly defined targets were not only understood but had the visibility of the target audience.
Chris Roberts, itSMF UK's member services manager, provided the very latest updates and news from the organisation, reminding all present of the many member benefits available. He ran through the latest publications and reminded us that the early booking discount period for this year's itSMF UK conference, which is being held in Hammersmith in London, is due to close at the end of September.
After the update from Chris came a very interesting and informative presentation from Tony Oxley of Rolls Royce. "Using the Service Design Package at Rolls Royce" not only provided all present with an insight into how a leading worldwide manufacturer uses an SDP, but detailed the challenges faced when looking to change the 'mindset and working practices' of those colleagues and peers who were used to delivering something in a way that was seen to be a success.
After the customary tea, coffee and networking break, members were treated to an update on SLM SIG events and activities from the group's chair Karen Brusch, followed by a presentation from Stephen Dalton on the subject of 'Managing incidents involving major suppliers'. Like the first presentation of the day, this session also provided a very useful insight into how, by using the 'keep it simple' approach, Stephen Dalton and his peers were able to introduce an effective and efficient process that could not only be easily understood but followed too, with a rather interesting approach to drawing flow diagrams. This showed how organisations can achieve success by not over-complicating solutions and process flows.
The afternoon session focused on the topic of 'Building Service Level Packages and understanding operational impact' - this was a workshop activity with attendees split into groups to discuss their thoughts and ideas on the theme, followed by a 'plenary' session.
The event concluded at 15:30 with some members taking up the generous offer from our hosts Rolls Royce to have a tour of the Heritage Centre Museum.
May I take the opportunity to thank you, the members, for not only attending the event but also for making it the success it was through your involvement in the Q&A sessions, as well as by getting involved in the workshops that took place.
I look forward to seeing you again in the near future.
Mike O'Brien, Chair, itSMF UK Central Region.
