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North Region Member Meeting
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North Region Member Meeting


When: 15 March 2016
9.30 AM until 4.00 PM
Where: Fujitsu
Fujitsu Central Park (East Building)
Northampton Road
Manchester, Greater Manchester  M40 5BP
United Kingdom
Events Team

Phone: 0118 918 6500

Registration Information
Online registration is closed.

Welcome to the first itSMF North Region event of 2016 – our thanks to Fujitsu for hosting the meeting and to all presenters for giving their time and expertise so generously. 

The event starts with a fascinating insight to Manchester City Council’s IT Strategy, delivered by Fiona Benoist, Head of Service Operations and Mike Farrington, Operations Manager.  They will tell us how Greater Manchester is facing a huge period of change, being the first area outside London to have been granted devolved powers.  Listen to the opportunities and challenges Manchester City Council is facing and the solutions it is putting place to help enable the city's needs, with some of the bumps along the way.

Ian Whyte (Bishops Beech Ltd) will then discuss ISO 20000, some of the common myths and issues, and how it should be used in a practical way to simplify implementation and improvement of service management.

After lunch, Craig Hall from Fujitsu will talk about the company’s sustainability process, which has enabled the organisation to win a prestigious ‘Responsible Business of the Year’ award from Business in the Community.   The award recognises Fujitsu’s role in effectively influencing others to collaborate and create the conditions for long-term sustainable change. The organisation was commended for embedding sustainability into its business strategy, displayed exceptional leadership and reach within and beyond its own sector to help build the wider movement of responsible business.

Andy Humphrey from Auto Trader will then talk about Incident Reviews for a Learning Organisation.  We all aspire to have a culture of learning and continuous improvement in our teams and organisations, but learning and improving when things go wrong is far from easy.   When dealing with the fallout from failure – Incident reviews, Incident reports, investigations etc – the way in which we respond to them is crucial to improving safety and the performance of our organisations.

The afternoon is then dedicated to Business Relationship Management.  Claire Agutter from ITSM Training Zone will look at the benefits an organisation can gain by properly defining BRM as a role, a discipline and an organisational capability.  After a brief explanation of the BRM core disciplines (demand shaping, exploring, servicing and value harvesting), group sessions will focus on the role of the BRM.  This will include strategic relationship management and repairing broken relationships.  In addition to learning about this important discipline, Claire and APMG have very kindly offered prizes for the best submissions on the day – thanks to them for their support of our event. 

We’ll conclude with a summary of the day and an update on our planned events. 



Agenda Item

09:30 – 10:00

Registration and refreshments

10:00 – 10:15

Introduction and welcome – Anna Leyland

10:15 – 11:00

Fiona Benoist and Mike Farrington – Manchester City Council

11:00 – 11:30

Craig Hall – Fujitsu

11:30 – 12:00

Ian Whyte – Bishops Beech

12:00 – 13:00


13:00 – 13:45

Andy Humphrey – Auto Trader

13:45 - 14:00


14:00 - 15:30

Claire Agutter – ITSM Training Zone

15:30 - 15:45

Meeting review and closure – Anna Leyland

I hope you can attend the North Region Meeting and look forward to seeing you on 15 March 2016.

Kind regards

Anna Leyland

Chair – North Region


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