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SM Forum – Service Management and the Cloud

February 24, 2021, 10:00 am - 1:00 pm

The Cloud has transformed the whole IT environment and challenged the way we manage our businesses and resources. Most would agree that ITSM is as important as ever in this new world, and that the key service management practices and processes, such as incident, change and problem management, are just as applicable in the Cloud as they are in internally managed IT systems.

Nevertheless, Cloud poses some significant challenges for ITSM in terms of change and culture, management buy-in and skills development. In this new online Service Management Forum, industry leaders from Forrester, Microsoft, ServiceNow and the Cloud Credential Council discuss the obstacles we face in truly embracing the benefits of a more automated and agile future, and then open the floor for attendees to share their own experiences.

Presentation topics include:

ITSM and Cloud: are you ready for change?

Mark O’Loughlin, Managing Director of Cloud Credential Council

In this session Mark provides some insights into the current impact of Cloud and digital services on organisations and IT professionals. During the presentation he will ask the question, “Cloud disrupted our industry … So why are you not disrupting the status quo?” A common approach to Cloud and digital services is to use them to replace and update legacy and traditional IT services. However, they have the potential for so much more.

Cloud and digital services are disrupting the marketplace, allowing new competitors to emerge. Therefore, a significant opportunity for every established organisation is to modify from within, change from within, disrupt from within.

Critical thinking is required for critical times. Is your organisation changing from within? Are your internal processes and ways of work adapting to support digital? Are you updating your own personal skills and capabilities? And just as important, if not, why not?

Getting the ‘Cloud’ right – the Culture & Cloud eXperience way

Richard de Kock, Senior Strategy and Modern Service Management Advisor at Microsoft and co-author of ITIL4: Digital & IT Strategy and VeriSM: Unwrapped and Applied.

In this session Richard will be considering what is driving customers to the Cloud; what are the typical pitfalls and challenges customers are facing when moving to or managing and supporting the Cloud; and what is Microsoft’s approach and tips and tricks for helping their customers optimise their Cloud environment.

ITSM and Cloud: where next?

Duncan Watkins, Principal Consultant, Forrester Research

IT Service Management has been around for nearly 40 years. In that time the technological landscape has changed beyond all recognition. As a result, ITSM has had to evolve and adapt to accommodate this new world. Last year Forrester conducted a survey to look at the state of service and operations management. We found a number of key things:

  1. Many traditional ITSM disciplines e.g. incident management, are still relevant but have been adapted to take account for new technologies and customer needs.
  2. Automation has had a massive effect on the way we manage services.
  3. New ways of working, e.g. Agile, DevOps and product management, have caused significant shifts but there isn’t one clear new blueprint for managing services.

In this session, Duncan will talk through the results, the implications for ITSM and Cloud, and where we might be heading next.

Experience the art of the possible!

Nerys Mutlow, Innovation Evangelist and Olivia Thomas, Innovation Experience Lead at ServiceNow

As organisations strive to automate and modernise service management to improve the experience and employee productivity, it is sometimes difficult to see the ‘wood for the trees’.

In this session, Nerys will guide you through a digital experience that brings some relatable challenges and emotions to life to show how transformational service management in the cloud could remove frustration and complexity.


Delivery Platform

This online event will be delivered using the Zoom platform – you can test your compatibility here.

How much does it cost?

Places are available to itSMF UK members and non-members for FREE.



February 24, 2021
10:00 am - 1:00 pm
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Online Delivery


itSMF Events Team
+44 (0)118 918 6500
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