Driving improvement with ITIL!

09.30 – Registration & coffee/tea
10.00 – Event opening (itSMF UK)
10.10 – Presentation 1 (PeopleCert: The challenges of today’s digital product and service management)
10.45 – Break
11.00 – Presentation 2 (Bupa ITSM Journey)
11.30 – Presentation 3 (Problem Management at Bupa)
12.00 – Lunch & Networking
13.00 – Presentation 4 (The Salvation Army ITSM Journey)
13.30 – Presentation 5 (Change Enablement at The Salvation Army)
14.00 – Break
14.15 – Presentation 6 (Vodafone ITSM Journey)
14.45 – Presentation 7 (Software Asset Management at Vodafone)
15.15 – Panel/Q&A
15.35 – End of day networking drinks
16.30 – Event close

One goal unites all people working in technology, whether their work is associated with projects, products, or services: we all aim to increase value for customers and our organisations.

However, we are not always as successful as we’d like to be. What challenges are we facing? What are we doing wrong? And most importantly, what can we do now to increase the chances for success?

Roman Zhuravlev, Senior ITIL Architect, will share the ITIL view on these questions and ITIL’s solutions that are available today or will become available tomorrow.

Bupa is a global healthcare company serving over 50 million customers, from early years through to retirement. Its core business is health insurance, alongside healthcare services through clinics, digital services, hospitals, dental centres and aged care facilities. With no shareholders, Bupa reinvests profits into enhancing healthcare experiences for current and future customers.

Join Mickey Kavanagh, Service Operations Transformation Lead, as he unveils how Bupa is radically transforming its IT ecosystem through the in-house “Savannah Strategy.” Over the next three years, Bupa is moving from legacy data centres to a cloud-only, automation-first platform built on ServiceNow and a mature ITIL-aligned framework. This transformation is about more than infrastructure—it’s a cultural shift toward frictionless delivery, deep observability, and proactive, experience-led IT powered.

In part two of their presentation, Anna Radford will delve into how the output from a maturity assessment guided Problem Management improvements across multiple business units, enhancing capability and adoption for identifying and eliminating root causes of IT incidents. These improvements align with Bupa’s strategic goals for 2025, focusing on transformation and automation.

Details to follow.

Details to follow.

Vodafone is a leading telecommunications company, providing services to millions of customers worldwide. With a strong focus on innovation and customer satisfaction, Vodafone employs a diverse team of professionals dedicated to delivering high-quality services and solutions.

In the first part of their presentation, Jason Hamer, who leads Service Management Architecture and Governance within VOIS (Vodafone Intelligent solutions), will share details of their ITSM journey, lessons learned along the way and why they undertook a maturity assessment.

In the second part of their presentation, Julia Veall, who leads Software Asset Management (SAM), delves deeper into their SAM Practice.

For SAM, the primary objective of the maturity assessment was to benchmark Vodafone’s maturity and understand as a service provider what we need to do to compete in the MSP space. It also supports the ambition to gain a certification in ISO 19770-1 which along with ITSM Maturity would ratify Vodafone’s position as leaders in the SAM space.

Short Q&A panel session before we break for end of day drinks and networking.