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North Region Member Meeting
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Regional Member Meetings are run by member volunteers and their events are free for all ITSMF UK members to attend.

09/03/2017
When: 9th March 2016
9.30am–4.00pm
Where: BJSS Leeds
Coronet House
Queen Street
Leeds, Yorkshire  LS1 2TW
United Kingdom
Contact: Events team
+441189186500


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What is it?

Regional Member Meetings are run by member volunteers and their events are free for all ITSMF UK members to attend.

 

Who is it for?

If you're an ITSMF UK member, it's for you.

No matter how experienced you are, what level you are in your company, Regional Member Meetings are great opportunities to connect with your peers in the locality.

 

What does it involve?

This is the first ITSMF North Region event of 2017 – our thanks to BJSS for hosting the meeting and to all presenters for giving their time and expertise so generously.

We’ll start the meeting with a look at what is going on in Cyberspace. Gary Hibberd, Managing Director of Agenci, an international cyber security consultancy talks us through the minefield that is Cyber Security and explores how it affects each and every one of us and what we need to do to become and remain safe online.

Following a short break, ITSMF UK’s very own Mark Lillycrop will give a brief update on the latest news from the ITSMF. After which we will turn our attentions to Lorraine Henderson, Service Delivery Manager at BJSS, who will explore one of the biggest challenges facing the Service Management Community today – how do we promote best practice service management whilst also supporting the desire for continuous service delivery. In this session Lorraine will present how BJSS helped the DVSA (Driver & Vehicle Standards Agency) transform the MOT service from a traditional support model to an award winning agile service.

After lunch we will then delve into the world of Service Integration and Management (SIAM) with two back to back sessions which cover both the theory and the practical elements of this increasingly prominent set of management practices. First up is Claire Agutter, founder of Scopism, an ITSM eConsultancy. Claire will give an introduction to SIAM itself and a preview of the forthcoming global SIAM training and certification scheme.

Next up we have Dave Whapples, a Senior Consultant at TeamUltra, the UK’s leading ServiceNow Partner. Dave explains that a fundamental principle of SIAM is suppliers working together to collaboratively support a client’s IT services. However, in order to do this, there is a strong reliance on real-time and accurate information exchange between all parties. Dave’s presentation will focus on practical experience of integrating supplier systems in a repeatable way to allow data exchange to happen, the challenges around process alignment, data mapping, data visibility and service level reporting.

We will then have another short break to top up our caffeine levels before subsequently plunging into a thought provoking view of Customer Satisfaction from an alternative perspective. Jane Sleight, Senior Service Management Consultant at Sopra Steria looks at whether our current obsession with our customer’s experience and satisfaction is to the detriment of our most important people – our employees. It considers the key factors in keeping employees satisfied and how service managers can strike the balance between keeping their customers and employees content.

To finish, we will conclude with a summary of the day. 

The agenda is as follows:

Time

Agenda Item

09:30 – 10:00

Registration and refreshments

10:00 – 10:15

Introduction and welcome – Jennifer Smith

10:15 – 11:15

“Cyber Security- The Good, The Bad and the Ugly” - Gary Hibberd (Agenci)

11:15 – 11:30

Break

11:30 – 11:45

ITSMF Update – Mark Lillycrop (ITSMF)

11:45 – 12:15

Agile Service Management at the DVSA – Lorraine Henderson (BJSS)

12:15 – 13:15

Lunch

13:15 – 14:00

SIAM – Get with the program – Claire Agutter (Scopism)

14:00 – 14:45

SIAM and the Technological Glue – Dave Whapples (Team Ultra)

14:45 – 15:00

Break

15:00 – 15:45

The other end of the Telescope: Customer Satisfaction from another perspective – Jane Sleight (Sopra Steria)

15:45 – 16:00

Meeting review and closure – Jennifer Smith

 

How much does it cost?

It's absolutely free, if you're an itSMF UK member.

Register now!

To book by phone, call the office on 0118 918 6500.

Premier Gate
21 Easthampstead Road
Bracknell
Berks RG12 1JS

Tel: 0118 918 6500

Fax: 0118 969 9749

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