ITIL in Action!

09.30 – Registration & coffee/tea
10.00 – Event opening (itSMF UK)
10.10 – Presentation 1 (PeopleCert: The ITIL Maturity Model & Beyond)
10.45 – Break
11.00 – Presentation 2 (DWP Digital ITSM Journey)
11.30 – Presentation 3 (Service Design at DWP Digital)
12.00 – Lunch & Networking
13.00 – Presentation 4 (BT Group ITSM Journey)
13.30 – Presentation 5 (Incident Management at BT Group)
14.00 – Break
14.15 – Presentation 6 (University of Birmingham ITSM Journey)
14.45 – Presentation 7 (Configuration Management at University of Birmingham)
15.15 – Panel/Q&A
15.35 – End of day networking drinks
16.30 – Event close

Ashley Bassett, Senior Product Manager Partner & Corporate, will open the day with an update on the ITIL Maturity Model and recent ITIL developments.

The ITIL Maturity Model is a robust and globally recognised method for assessing and improving the management of an organisation’s IT services. By using this method with our partners, we help customers better understand their current state, identify improvement opportunities, and track future progress. Recent ITIL developments also aim to provide businesses with practical recommendations on implementing service management improvements to maximise their value.

The Department for Work and Pensions (DWP) is the UK’s largest government department, supporting over 20 million citizens. With over 90,000 staff across the department, DWP Digital consists of over 4,000 digital professionals, who help to build, run and maintain over 1,000 applications.

In the first part of their presentation, Ethan Taylor, Head of Role (Service Management Practice) within DWP Digital’s Technology Services directorate will share details of their ITSM journey and lessons learned along the way.

In the second part, Simon delves deeper into their Service Design Practice. The primary objective of Service Design is to create products and services that are not only fit for their intended purpose but are also deliverable. This involves the strategic planning and organisation of various components such as people, partners, suppliers, information, communication, and technical practices. These elements are crucial for the introduction of new or improved services.

BT Group are one of the world’s leading communications services companies. Their purpose is as simple as it is ambitious: “we connect for good”. As technology changes our world, connections are becoming even more important to everyday life. Through the power of technology, they’re supporting customers to live, work and play together better.

Sean Burkinshaw, Senior Manager, Governance and Insights within BT Group’s Managed Service organisation will share details of their ITSM journey and lessons learned along the way.

In the second part, Valerie Wilson, Service Operations Director, will  delve deeper into their Incident Management Practice. We’ll explore how an effective incident management practice impacts customers profoundly, from global supply chains to people accessing healthcare. Learn how empathy and swift action make all the difference.

The University of Birmingham, founded in 1900, is a leading UK institution and a member of the prestigious Russell Group and Global Top 100 universities. With over 35,000 students and more than 8,000 staff members, it fosters a vibrant and inclusive environment that promotes world-class research and teaching excellence.

In the first part of the presentation, Ian Bowman, Head of Service Management in IT Services, will discuss the evolution of IT Service Management (ITSM) at the University of Birmingham. He will explain how the ITSM function has developed to support the University’s goals and their aim to empower every IT Services team member to become an ITSM practitioner.

In the second part, Andy Ferguson (ITSM Operations Lead) and Chris Miles (Lead ITSM Practitioner) will delve into the Configuration Management Practice at Birmingham. They will illustrate how it connects Business Services and Business Capabilities and how they utilize the Configuration Management Database (CMDB) and its relationships to deliver their new Service Catalogue. They will also outline the next steps on their journey.

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