ITIL Uncovered: Success Stories from Service Management Leaders

09.30 – Registration & coffee/tea
10.00 – Event opening (itSMF UK)
10.10 – Presentation 1: 
10.45 – Break
11.00 – Presentation 2: Foster + Partners – Service Management in a Creative World (Andrew Henden, Head of IT Service Delivery)
11.30 – Presentation 3: Foster + Partners – It’s still about people (Andrew Henden, Head of IT Service Delivery)
12.00 – Lunch & Networking
13.00 – Presentation 4: BT International Services – Separation, Strategy and the Practice Journey (Nicola Postlethwaite, Service Governance & Insights Operations Manager)
13.30 – Presentation 5: BT International Services – From Service Catalogue to Capability-Led Service Management (Nicola Postlethwaite, Service Governance & Insights Operations Manager)
14.00 – Break
14.15 – Presentation 6: 
14.45 – Presentation 7: 
15.15 – Panel/Q&A
15.35 – End of day networking drinks
16.30 – Event close

Foster + Partners is a global studio for architecture, urbanism and design, all rooted in sustainability and founded by Norman Foster in 1967. Since then, he and the team around him have established an international practice with a worldwide reputation. With offices across the globe, we work as a single studio that is both ethnically and culturally diverse.

In part one of his presentation, Andrew Henden will talk about the ITSM Maturity journey Foster + Partners has been on, moving from service chaos toward service excellence, and will share some of the key lessons learned along the way.

Drawing on real-world experience, in part two of his presentation Andrew will reflect on how the organisation established structure, consistency, and accountability across IT services, highlighting the cultural, process, and tooling changes that enabled sustainable improvement.

The session will explore practical challenges encountered during the transformation, how stakeholder engagement and continuous improvement were embedded, and what measurable benefits were achieved as ITSM capabilities matured.

BT International, an organisation previously a part of UK Business within BT Group was formed in early 2025 to align with global customers in the context of a rapidly evolving global market & requirements profile. 

Nicci Postlethwaite will explore the separation journey, setting out the strategic drivers behind the decision and the product and customer rationalisation that followed. This will include an overview of how the organisation reassessed its portfolio to better align with evolving business priorities.

The session will then focus on the practice journey, examining how service and managed service requirements shift when working with purely global brands, and how customer expectations, value propositions, and delivery models differ at that scale. This part of the presentation will be particularly relevant for organisations balancing product-led and managed service offerings in a scalable way. 

In the second half of the presentation, Nicci will turn the focus to the service catalogue, sharing insights from a significant transformation currently underway. Moving away from a purely ITSM-focused service catalogue, the organisation is evolving towards a model that represents end‑to‑end capabilities, not just individual ITSM practices.

The session will cover how these capabilities are being brought together in a way that integrates Service Management with enterprise architecture, creating what has been described as an industry first in combining Service Management and TOGAF. Attendees will gain practical insight into the thinking behind this approach, the challenges encountered, and the value it delivers in supporting clearer decision‑making, stronger alignment to business outcomes, and a more sustainable service management model.