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DTSTART;TZID=Europe/London:20260714T093000
DTEND;TZID=Europe/London:20260714T163000
DTSTAMP:20260710T081421Z
CREATED:20260212T110722Z
LAST-MODIFIED:20260710T081421Z
UID:25217-1784021400-1784046600@www.itsmf.co.uk
SUMMARY:Masterclass - Service Catalogue
DESCRIPTION:A service catalogue is a key element in the development of successful digital services and service management. This is a multi-level approach to defining the expectations and a joined up services provided and is a key element in planning and modelling for transformation and success. There are several ways that this can be developed and implemented\, however the value of this is to create a practical model so that IT organisations can focus on delivery and demonstrating value. This provides the capability to better manage\, deliver\, and monitor business services across your IT estate. \nThe workshop provides clarity as a learning and sharing experience – this includes: \n\nWhat a service catalogue is\nHow to organise your services and approach in a way that is relevant to all stakeholders – digital/IT and business\nHow to build and approach this with practical guidance to ensure your service catalogue remains a “living document”\nWhat you need to make this successful\n\nTarget Audience\nThis event is aimed at the beginner/Intermediate level.  Facilitated by Barclay Rae\, an independent consultant and author\,  recognised for his IT service management (ITSM) knowledge and experience in the development of service catalogue. The event is designed for ITSM professionals either looking to get started with a service catalogue or looking to improve their existing efforts. \n\nBOOK YOUR PLACE \nWhat will it involve?\nIn this interactive event we will cover: \n\n\n\nWhat a service catalogue is and why you need one\n\n\n\n\nCommon service catalogue myths and their realities\nThe challenges associated with running a service catalogue and how to overcome them\nWhat a service catalogue structures looks like\nHow to define services from a business user perspective\, not IT’s perspective\nHow a service catalogue fits with other ITSM frameworks\nBest practice reporting and metrics and how to adjust these to suit your business requirements\nHow to deliver an actionable and maintainable service catalogue\, with a long-term roadmap\n\nAttendees are welcome\, and encouraged\, to bring their own real-world scenarios for discussion if they are comfortable with sharing them. \nWhat are the key benefits of attending?\nBenefits include\, but are not limited to: \n\nThe opportunity to quickly understand the key tenets of a successful service catalogue\, the benefits it can bring to your organisation\, and how to get started\, or to improve existing efforts\nThe opportunity to learn how to improve the services you currently deliver by simplifying the user experience and better facilitating self-help\nTo learn how to better support IT governance and improve business processes\, all while reducing your service costs\nThe opportunity to sense check existing company thinking\, plans\, and decisions in light of industry good practice.\n\nWhy do I need a service catalogue?\nA service catalogue helps an organisation to: \n\nBuild a clear picture of the business services required\nGet organised to deliver these services\nReport and manage performance\, quality\, and efficiency of services\nDeliver and manage services using variable sourcing and commercial models\nFocus and motivate IT staff to achieve real business success for customers\nRemove unnecessary systems and costs\nGain credence and security\, and improve customer relationships\n\nIn a nutshell\, a service catalogue offers insight into the available IT services from what they are\, the applicable service level agreements (SLAs)\, to what they cost; and helps the IT organisation to clarify and communicate its offerings\, whilst allowing customers to understand what’s available. In essence\, you need one. \nDelivery Platform\nThis event will be delivered using Microsoft Teams. \nPeopleCert ITIL CPD Points\nitSMF UK members will automatically earn 7 ‘Professional Education’ ITIL CPD points for attending this event – more details available here. \n \nHow much does it cost?\nPlaces are available to itSMF UK members for £295.00 + VAT. \nNot yet a member? You’ll be shown a price of £460 + VAT which includes an ‘Individual’ level annual membership.  To find out about other membership levels\, benefits and costs please click here. \nREGISTER NOW! \nPlease contact the office on +44 (0) 118 918 6500 to discuss a dedicated delivery of this event for your organisation.\nonline remote
URL:https://www.itsmf.co.uk/event/online-masterclass-service-catalogue-jul26/
LOCATION:Online Delivery
CATEGORIES:Events,Masterclass Events,Online Events
ATTACH;FMTTYPE=image/jpeg:https://www.itsmf.co.uk/wp-content/uploads/2020/11/Online_Event_K.jpg
ORGANIZER;CN="itSMF Events Team":MAILTO:events@itsmf.co.uk
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20260714T120000
DTEND;TZID=Europe/London:20260714T130000
DTSTAMP:20260708T170840Z
CREATED:20260616T082124Z
LAST-MODIFIED:20260708T170840Z
UID:26225-1784030400-1784034000@www.itsmf.co.uk
SUMMARY:Webinar - Understanding ITIL® (Version 5): Qualification Scheme and Certification Pathways
DESCRIPTION:This webinar will provide an overview of ITIL (Version 5) and its associated qualification scheme. \nAttendees will gain an understanding of the principles and structure that underpin ITIL (Version 5)\, the key areas covered across the framework\, and how the updated guidance supports professionals and organisations. \nThe session will explore the qualification scheme in detail\, including the available modules\, possible learning journeys\, and the audiences each certification is designed to support. \nWhether you are an existing ITIL professional looking to understand what is changing\, a leader responsible for developing capabilities within your organisation\, or someone considering ITIL certification for the first time\, this webinar will provide a clear overview of the framework and the opportunities available through the ITIL (Version 5) learning and certification portfolio. \nPresenter\nVicky Hunter is the Portfolio Director for ITIL at PeopleCert. She has worked in the education sector for 20 years and has diverse experience in a broad range of product and qualification development roles in both commercial and not for profit organisations. She is passionate about best practice and the value of lifelong learning. \n \nDelivery Platform\nThis webinar will be delivered using ClickMeeting (test your connection here). \nPeopleCert ITIL CPD Points\nitSMF UK members will automatically earn 1 ‘Professional Education’ ITIL CPD point for attending this event – more details available here. \n \nHow much does it cost?\nThis event is FREE for all itSMF UK members. \nIf you are not yet an itSMF UK member\, you’ll be shown the individual member annual fee once you click on register now – or you can find out more about membership by clicking here. \nPlease register using the link below and access details will be sent to you  before the webinar start date. A recording of the webinar will be available here 24 hours after the live event. \nREGISTER NOW! \nremote
URL:https://www.itsmf.co.uk/event/webinar-itil-version-5-qualification-scheme-jul26/
LOCATION:Online Delivery
CATEGORIES:Events,Online Events,Webinar Events
ATTACH;FMTTYPE=image/jpeg:https://www.itsmf.co.uk/wp-content/uploads/2024/06/Online_Event_Webinar.jpg
ORGANIZER;CN="itSMF Events Team":MAILTO:events@itsmf.co.uk
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20260715T090000
DTEND;TZID=Europe/London:20260715T160000
DTSTAMP:20260626T084953Z
CREATED:20251021T121731Z
LAST-MODIFIED:20260626T084953Z
UID:23459-1784106000-1784131200@www.itsmf.co.uk
SUMMARY:Digital Transformation Business Simulation
DESCRIPTION:Achieve your goal of digital transformation\nJoin us at Silverstone Museum in Towcester\, to experience rapid change in a safe\, simulated environment\, adopt AIOps and ITXM in Enterprise Service Management\, improve processes\, and celebrate success. \n\nExperience a 3-year transformation in a single day\nSee how your teams can align their understanding of a transformation\nUnderstand how you can leverage AI and Automation\nMaximise the power of enterprise platforms\nApply ideas and best practices\nImmerse yourself in learning by doing\nShare your knowledge\nCelebrate success\nShare your questions and ideas with your peers.\n\nHow it works\nParticipants are assigned roles across the disciplines: Business\, Development\, QA\, Operations\, Service Desk etc. They’re thrown into a simulated environment that challenges them to develop and launch new products against a backdrop of constantly changing internal and external forces. This realistic approach delivers tension and excitement. After each round there is a review period packed with dramatic “aha!” moments for everyone – and the insights come from the participants themselves. \nRound 1: chaos!\n\nPoor communication\nNo collaboration: different functions are in conflict\nPoor performance from development and QA\nLost business opportunity and revenue.\n\nRound 2: introduce processes\n\nService virtualisation\nMinimum viable product iterations\nFail faster\nAutomation\nShift left.\n\nRound 3: optimised\n\nShorter time-to-value\nIncreased parallelism\nReduced rework\nImproved ROI.\n\nBy the end of the simulation\, the team has self-diagnosed how their old ways of working were inefficient and counterproductive. They’ve turned into an agile\, proactive team that can flex and pivot in respond to a changing environment\, dealing smoothly with every curveball that fate throws at them. And they’re ready to apply these lessons to their day jobs. \nWhy experiential learning?\n\n“The most effective way to develop high acuity behaviours\, while strengthening the underlying neural pathways\, is by jumping in and doing with Experiential Learning.” (Gartner)\n“Successful transformations demand new capabilities. To build them\, Experiential Learning leverages the intimate link between knowledge and experience.” (McKinsey)\nKnowledge retention from simulation is 9% higher than for any other form of education or learning.\nSimulations build 30% more confidence in the application of learned knowledge as opposed to traditional classroom or online instruction.\nInstructional guidance or learning methodologies that incorporate game mechanics elements will generate\, on average\, 37% more correct action than standard communication approaches.\n“Simulation can take you to the next level on your service management journey.” Eveline Oerhlich\, Forrester.\n\nCan I just “pop-in” or attend online?\n\nDue to the progressive nature of the event\, participants are required to be present in-person from the beginning until the end.\nThis particular simulation is designed for in-person delivery.\n\nWhy should I attend?\n\nExperience something new – the most engaging learning method\nLearn about practical ways of driving cultural change\nPick up tips on improving your own ways of working\nNetwork with peers from other organisations.\n\nWhat do I need to bring with me?\n\nOpen mind\nPositive attitude\nEnergy\nAttention\n\nEvent timings\nArrival at 09:30 for tea/coffee\, with a prompt start at 10:00.  The simulation will finish at 16:00 when attendees will be entitled to free access to the museum until it closes. \nThis event will held in person at Silverstone Museum\, Silverstone\, Towcester NN12 8TN – free parking is available at the venue. \nPeopleCert ITIL CPD Points\nitSMF UK members will automatically earn 7 ‘Professional Education’ ITIL CPD points for attending this event – more details available here. \n \nHow much does it cost?\nThis event is FREE to members but please be aware that the maximum capacity is limited to 40 attendees due to the interactive delivery format. \nIf you are not yet an itSMF UK member\, you’ll be shown the individual member annual fee once you click on register now – or you can find out more about membership by clicking here. \nPlease note: As places are limited\, and roles need to be allocated on the day\, we kindly request you ensure your availability before registering as ‘no-shows’ on the day will impact other attendees! \nBOOK NOW  \nPlease contact the office on +44 (0) 118 918 6500 to discuss a dedicated delivery of this event for your organisation.\nManchester
URL:https://www.itsmf.co.uk/event/business-simulation-jul26/
LOCATION:Silverstone\, Silverstone Museum\, Towcester\, NN12 8TN
CATEGORIES:2026 Signature Events,Business Simulation Events,Events,Masterclass Events
ATTACH;FMTTYPE=image/jpeg:https://www.itsmf.co.uk/wp-content/uploads/2025/10/Silverstone-Museum.jpg
ORGANIZER;CN="itSMF Events Team":MAILTO:events@itsmf.co.uk
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20260716T100000
DTEND;TZID=Europe/London:20260716T130000
DTSTAMP:20260706T130604Z
CREATED:20260602T130629Z
LAST-MODIFIED:20260706T130604Z
UID:26153-1784196000-1784206800@www.itsmf.co.uk
SUMMARY:Sector spotlight: AI in Higher Education
DESCRIPTION:AI is opening up vast new opportunities for organisations across the board\, but it has a distinct role to play in our universities. AI-based tooling can enhance decision making and support underlying administrative tasks in a whole variety of ways in areas such as change and incident management\, while the emerging generation of chatbots offer greater productivity to academics\, students and operational staff alike. This sector spotlight\, sponsored by Freshworks\, focuses on three universities that are taking AI in new and very exciting directions. \nNOTE: This event is open to all. Although the content focuses on higher education\, we welcome attendees from other sectors. \nAGENDA \n10.00  Welcome \n10.05  Reach Out @ University of Glasgow supported by RO:bot – Mark Temple\, University of Glasgow \nHear from Mark about UofG’s approach to breaking down barriers between services\, making them more available and approachable for students. Reach Out spans multiple service areas\, but presents one identity\, leveraging a baseline of knowledge across the services\, together with AI-enabled self-help and live chat delivered via the Reach Out Bot (RO:bot). All geared towards reducing signposting\, and enabling quality student support\, whether face-to-face or out of hours. \n10.35  Trends\, patterns and timelines: using AI to support decision making – Andy Ferguson\, University of Birmingham \nThis session describes work undertaken at the University\, using bespoke tooling that has been integrated with ServiceNow. The AI-driven functionality has offered a huge boost to service management productivity\, taking on many underlying tasks that would be too time-consuming or complex for manual intervention. Among other things\, the tooling assists the team to: \n\nanalyse large volumes of incident data to extract trends and identify missing problem records\ncompile summaries of priority incidents\, detailing what went right and wrong and using pattern recognition across datasets to uncover issues that human analysts might miss\nassess individual change records by evaluating whether submissions are complete\, well-structured\, and likely to be approved or cause disruption\nuse AI-drive transcription to transform post-incident reviews\, with AI generating timelines\, actions\, and recommendations to support decision makers.\n\nAndy also touches on some of the sustainability and ethical considerations surrounding AI use and discusses the importance of cultural readiness and communication when introducing AI technologies\, as perception can significantly impact adoption. \n11.05  Break \n11.20  How to manage the unmanageable – Ian Teasdale and Alwyn Collinson \, University of Oxford \nChatGPT\, Copilot\, Gemini… The list goes on\, but which tool is the best? At the University of Oxford\, the view is that they all have their merits. This session describes the approach taken to provide an environment where staff and students feel encouraged and supported in their use of AI all within in a safe and secure environment. \n11.50  Mission Control: giving AI agency (without losing control) – Sam O’Neill\, Phil Mayes\, Aparajita Dayaranjan\, Freshworks \nAI promises efficiency and scale\, but many organisations feel caught in a false binary\, either letting AI run unchecked\, risking chaos\, or holding back entirely\, missing transformative value. This session introduces the Mission Control framework\, a three-layer architecture that empowers AI with agency while maintaining strategic oversight and governance. Attendees will explore how to: \n\nMove beyond the AI hype to operational maturity\nApply governance controls such as confidence thresholds\, audit trails and escalation rules\nDeploy autonomous workflows with measurable results\, from ticket deflection to cost savings\nBalance human expertise and AI-driven decision-making for sustainable transformation\n\nWith real-world examples\, interactive polling and actionable guidance\, this session demonstrates how to unlock AI’s potential safely\, turning service operations into a responsive\, intelligent engine without losing control. \n12.20  Panel discussion \nWe’ll round off the event with a discussion between speakers and attendees\, covering related questions and issues. \n \nDelivery platform\nThis online event will be delivered using the Zoom platform. \nPeopleCert ITIL CPD points\nitSMF UK members will automatically earn 4 ‘Professional Education’ ITIL CPD points for attending this event – more details available here. \n \nHow much does it cost?\nPlaces are available to itSMF UK members and non-members for FREE. \nBOOK YOUR PLACE
URL:https://www.itsmf.co.uk/event/ai_in_he/
LOCATION:Online Delivery
CATEGORIES:Events,Online Events,SM Forum
ATTACH;FMTTYPE=image/jpeg:https://www.itsmf.co.uk/wp-content/uploads/2021/02/Online_Event_HeadphonesOpt3.jpg
ORGANIZER;CN="itSMF Events Team":MAILTO:events@itsmf.co.uk
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20260903T093000
DTEND;TZID=Europe/London:20260903T163000
DTSTAMP:20260713T134818Z
CREATED:20260629T121820Z
LAST-MODIFIED:20260713T134818Z
UID:26429-1788427800-1788453000@www.itsmf.co.uk
SUMMARY:Masterclass - Major Incident Management
DESCRIPTION:Major incidents are unforgiving. Under pressure\, even experienced ITSM professionals can find themselves caught in chaotic bridges\, competing priorities\, unclear information flows\, and escalations that accelerate faster than root causes emerge.\nThis online masterclass provides a proven\, structured\, real-world approach to managing major incidents with clarity\, consistency and confidence\, powered by the four core KEPNERandFOURIE™ analytical processes. \nWhy Attend?\nWhen critical outages strike\, teams often face: \n\nScripts that fail to reflect the unique nature of the incident\nExcessive time spent on administrative “noise” instead of restoration\nSMEs trapped in lengthy bridge calls instead of performing value-added diagnostics\nStakeholders overwhelming the bridge and derailing decision flow\nPoor visualisation of updates\, leading to repetitive clarification requests\nIneffective triage that later requires complete rework by Problem Management\nVague or incomplete rationale behind actions\, complicating Post-Incident Reviews\n\nThis masterclass cuts through these issues with a mature\, highly structured methodology trusted globally by technical teams\, service leaders and major incident functions. \nTarget Audience\nDesigned for ITSM practitioners at intermediate level\, this masterclass is ideal for: \n\nMajor Incident Managers\nTechnical SMEs regularly pulled into high-severity incident\n IT Operations / Service Delivery Managers\nDigital platform and infrastructure leads\nBusiness and IT leaders who participate in MI decision making\nProblem Managers seeking earlier\, higher-quality diagnostic input\n\nMembers with hands-on technical and service management backgrounds will find the content practical\, relevant\, and immediately applicable \nBOOK YOUR PLACE \nWhat will it involve?\nThis event integrates the four fundamental K&F processes to ensure consistent\, defendable and outcome-driven incident handling: \n\nPriorityWise™ – Assess\, classify and prioritise the incident rapidly and accurately\, ensuring the bridge focuses on what matters most.\nCauseWise™ – Define the problem with precision\, identify essential diagnostic data\, and guide SMEs to convergent\, fact-based analysis.\nRiskWise™ – Validate the chosen solution\, highlight downstream risks\, and prevent recurrence through structured post-restoration evaluation.\n\nThese processes create a repeatable end-to-end Incident Management operating rhythm that works across all technologies\, vendors\, and organisational structures. \nTakeaways\nYou will gain practical tools and repeatable behaviours that transform incident response. Through case studies\, guided exercises and live questioning techniques\, we focus on \n\nMastering the First Five Minutes\nAccelerating Critical Information Capture\nManaging Stakeholders Without Losing Momentum\nRestoring Service Without Sacrificing Insight\nReducing Stress and Cognitive Overload\n\nDelivery Platform\nThis online Masterclass will be delivered using Teams. \nPeopleCert ITIL CPD Points\nitSMF UK members will automatically earn 7 ‘Professional Education’ ITIL CPD points for attending this event – more details available here. \n \nHow much does it cost?\nPlaces are available to itSMF UK members for £295.00 + VAT. \nNot yet a member? You’ll be shown a price of £460 + VAT which includes an ‘Individual’ level annual membership.  To find out about other membership levels\, benefits and costs please click here. \nREGISTER NOW! \nPlease contact the office on +44 (0) 118 918 6500 to discuss a dedicated delivery of this event for your organisation.\nLondon
URL:https://www.itsmf.co.uk/event/online-masterclass-major-incident-management-sep26/
LOCATION:Online Delivery
CATEGORIES:Events,Masterclass Events,Online Events
ATTACH;FMTTYPE=image/jpeg:https://www.itsmf.co.uk/wp-content/uploads/2020/05/Online_Event_I.jpg
ORGANIZER;CN="itSMF Events Team":MAILTO:events@itsmf.co.uk
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20260915T093000
DTEND;TZID=Europe/London:20260915T153000
DTSTAMP:20260710T081511Z
CREATED:20251015T122938Z
LAST-MODIFIED:20260710T081511Z
UID:23394-1789464600-1789486200@www.itsmf.co.uk
SUMMARY:Masterclass - Creating a Digital Management System
DESCRIPTION:Bringing DevOps and ITIL together into a holistic IT operating model \nMany organisations struggle to deliver faster and safer\, while at the same time improving customer experience\, ensuring compliance\, and reducing costs. To meet these expectations\, a modern Digital Management System is essential. \nA management system acts as the blueprint or architecture that connects all parts of your IT organisation into one integrated digital delivery model. It encompasses organisational design\, roles and responsibilities\, practices\, IT processes\, and the underpinning automation and tooling landscape; all viewed through a systems-thinking lens. \nThis masterclass helps you bring together DevOps\, ITIL\, FinOps\, SecOps\, and other key frameworks into a single\, integrated Digital Management System a system that: \n\n Enables IT teams to optimise business outcomes\nProvides visibility into value\, risk\, and cost\nEliminates silos and friction\nCreates flow and automates end-to-end workflows\nEnhances collaboration across teams and suppliers\n\nDelivering faster and safer isn’t about adding more tools or practices. True transformation happens when multiple disciplines are designed to work together as one coherent system. However\, this is not a plug-and-play exercise without an architectural foundation (such as IT4IT)\, organisations often end up with a patchwork of disconnected tools and processes. This masterclass will show you how to design that foundation and turn it into a powerful\, integrated operating model. \nTarget Audience\nThis event is aimed at the Beginner/Intermediate level and is designed for employees responsible in their own IT organisation for defining\, improving\, or transforming their IT management capabilities\, including: \n\nArchitects responsible for defining the IT management architecture\, process architecture\, tooling blueprint\, etc.\nProcess and Capability / Product Owners designing and improving IT management processes and tools\nIT Leaders and IT managers defining target operating models and transformation road maps\nIT Specialists and Practitioners involved in designing\, integrating\, and automating end-to-end IT delivery\n\nFacilitated by Rob Akershoek\, an IT management/DevOps architect at DXC and Chair of the IT4IT Forum within The Open Group\, this masterclass covers all areas / capabilities needed to build a modern digital operating model and you’ll learn how to blend different practices into an end-to-end operating model. \n\nBOOK YOUR PLACE \nWhat will it involve?\nThis masterclass explores all the capabilities needed to design and implement a modern Digital Management System. You will learn how to blend DevOps\, ITIL\, and related practices into a holistic operating model that enables flow and continuous improvement. \nKey questions addressed include: \n\nCapabilities: What capabilities are needed in a modern digital operating model? How do I define my IT management capability model?\nPractices: How can I combine frameworks such as SAFe\, Agile\, DevOps\, ITIL\, SRE\, IT4IT\, FinOps\, SecOps\, and SIAM into an integrated management system?\nProcesses: What IT processes are essential to manage IT end-to-end? What does the process blueprint look like\, and how do I connect practices into IT value streams?\nEmployee Experience: How can I improve the IT employee experience — for example\, optimising developer or engineering journeys?\nOrganisation Design: How should I structure my IT organisation using Team Topologies and value stream-based models? What roles and responsibilities are needed in a modern IT setup?\nTooling & Automation: What tools and automation capabilities are required? How can I evolve my tooling landscape into an integrated digital management platform\, connecting everything from backlog management\, CI/CD\, test automation\, deployment\, observability\, ITSM\, CMDB\, risk and compliance\, to SecOps — and how can AI support ITSM?\nEcosystem Collaboration: How do I integrate and collaborate effectively with external vendors and suppliers? What integrations and governance models support a multi-vendor digital ecosystem?\n\nDelivery Platform\nThis online Masterclass will be delivered using Teams. \nPeopleCert ITIL CPD Points\nitSMF UK members will automatically earn 7 ‘Professional Education’ ITIL CPD points for attending this event – more details available here. \n \nHow much does it cost?\nPlaces are available to itSMF UK members for £295.00 + VAT. \nNot yet a member? You’ll be shown a price of £460 + VAT which includes an ‘Individual’ level annual membership.  To find out about other membership levels\, benefits and costs please click here. \nREGISTER NOW! \nPlease contact the office on +44 (0) 118 918 6500 to discuss a dedicated delivery of this event for your organisation.\nOnline
URL:https://www.itsmf.co.uk/event/online-masterclass-creating-a-digital-management-system-jun26/
LOCATION:Online Delivery
CATEGORIES:Events,Masterclass Events,Online Events
ATTACH;FMTTYPE=image/jpeg:https://www.itsmf.co.uk/wp-content/uploads/2020/05/Online_Event_H.jpg
ORGANIZER;CN="itSMF Events Team":MAILTO:events@itsmf.co.uk
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20260915T093000
DTEND;TZID=Europe/London:20260915T163000
DTSTAMP:20260710T081548Z
CREATED:20260626T095122Z
LAST-MODIFIED:20260710T081548Z
UID:26423-1789464600-1789489800@www.itsmf.co.uk
SUMMARY:Masterclass - Design Thinking in IT Service Management: from problem to solution
DESCRIPTION:Many organisations want to innovate but struggle to create solutions that people actually need or use. New ideas often fail because teams spend too much time focusing on the problem and not enough time understanding the people affected by it. \nDesign Thinking offers a different approach. Unlike other innovation methods\, it is solution-based and user-focused. Instead of getting stuck on the problem\, it encourages teams to explore creative ways to solve it. The process begins with understanding the user’s experience and needs\, then moves toward building useful\, practical solutions. \nDesign Thinking helps professionals from any field work together\, think creatively\, and deliver outcomes that are both new and meaningful. \nTarget Audience\nThis Masterclass is designed for: \n\n Primary: IT Service Managers\, Project Managers\, Product Owners.\n Secondary: Business Analysts\, Service Designers\, Customer Experience (CX) Managers\, and Process Owners.\n\nBOOK YOUR PLACE \nWhat will it involve?\nThis masterclass focuses on the practical application of the Design Thinking approach within the realities of IT service and product management. Participants\, working in small groups\, will go through the full path from understanding user needs to building and testing initial solution prototypes. \nWorkshop objectives: \n\n Understand the strategic value of Design Thinking in service design.\nLearn the foundations of the Design Thinking model.\n Practical training in using the tools.\n\nWhat are the key benefits of attending?\nUpon completion of the Masterclass\, participants will be able to identify areas within their organisation that require a human-centric approach. You will receive a ready-to-use toolkit that will enable you to facilitate idea generation sessions and solve complex problems within your team. \nDelivery Platform\nThis online Masterclass will be delivered using Teams. \nPeopleCert ITIL CPD Points\nitSMF UK members will automatically earn 7 ‘Professional Education’ ITIL CPD points for attending this event – more details available here. \n \nHow much does it cost?\nPlaces are available to itSMF UK members for £295.00 + VAT. \nNot yet a member? You’ll be shown a price of £460 + VAT which includes an ‘Individual’ level annual membership.  To find out about other membership levels\, benefits and costs please click here. \nREGISTER NOW! \nPlease contact the office on +44 (0) 118 918 6500 to discuss a dedicated delivery of this event for your organisation.\nonline remote
URL:https://www.itsmf.co.uk/event/masterclass-design-thinking-sep26/
LOCATION:Online Delivery
CATEGORIES:Events,Masterclass Events,Online Events
ATTACH;FMTTYPE=image/jpeg:https://www.itsmf.co.uk/wp-content/uploads/2019/09/Online_Event_F.jpg
ORGANIZER;CN="itSMF Events Team":MAILTO:events@itsmf.co.uk
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20260917T093000
DTEND;TZID=Europe/London:20260917T163000
DTSTAMP:20260401T111631Z
CREATED:20251031T135955Z
LAST-MODIFIED:20260401T111631Z
UID:23650-1789637400-1789662600@www.itsmf.co.uk
SUMMARY:ITIL Case Study Event 2026
DESCRIPTION:
URL:https://www.itsmf.co.uk/event/itil_case_study_day_2026/
LOCATION:Edgbaston Cricket Ground\, Edgbaston Stadium\, Birmingham\, B5 7QU
CATEGORIES:2026 Signature Events,Events,SM Forum
ATTACH;FMTTYPE=image/png:https://www.itsmf.co.uk/wp-content/uploads/2025/02/ITIL-case-study-day-thumbnail.png
ORGANIZER;CN="itSMF Events Team":MAILTO:events@itsmf.co.uk
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20260917T120000
DTEND;TZID=Europe/London:20260917T130000
DTSTAMP:20260318T142740Z
CREATED:20250729T095108Z
LAST-MODIFIED:20260318T142740Z
UID:22829-1789646400-1789650000@www.itsmf.co.uk
SUMMARY:Service Design & Transition CoP – From manual to meaningful: Embedding automation in Service Design and Transition
DESCRIPTION:Join us for a dynamic Lunch and Learn session where we’ll explore the role of automation in Service Design and Transition and how it can be used to create efficiencies\, reduce manual effort and strengthen service delivery. \nWe’ll consider the opportunities that automation presents across Service Design and Transition\, and the importance of aligning these with governance\, compliance and service management principles. \nWhether you’re just starting to explore automation or looking to expand its impact\, this session will offer perspectives to help you think more strategically about its role and your service ecosystem. \nDelivery Platform\nThis event will be delivered using Microsoft Teams. \nPeopleCert ITIL CPD Points\nitSMF UK members will automatically earn 1 ‘Community’ ITIL CPD point for attending this event – more details available here. \n \nHow much does it cost?\nThis event is FREE for all itSMF UK members. \nIf you are not yet an itSMF UK member\, you’ll be shown the individual member annual fee once you click on register now – or you can find out more about membership by clicking here. \nPlease register using the link below and access details will be sent to you 48 hours before the webinar start date. \n  \nREGISTER NOW! \nremote
URL:https://www.itsmf.co.uk/event/online-service-design-cop-sep26/
LOCATION:Online Delivery
CATEGORIES:Events,Online Events,Service Design & Transition
ATTACH;FMTTYPE=image/jpeg:https://www.itsmf.co.uk/wp-content/uploads/2025/10/Service-Design-community-event.jpg
ORGANIZER;CN="itSMF Events Team":MAILTO:events@itsmf.co.uk
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20260924T093000
DTEND;TZID=Europe/London:20260924T150000
DTSTAMP:20260608T153212Z
CREATED:20260608T100113Z
LAST-MODIFIED:20260608T153212Z
UID:26169-1790242200-1790262000@www.itsmf.co.uk
SUMMARY:Member meet-up - ITAM and AI
DESCRIPTION:ITAM and AI\nFor the fourth year in a row\, the University of Leeds is hosting a gathering for professionals interested in IT Asset Management. Bringing together members from itSMF UK\, BCS\, and the ITAM Forum\, this year’s event will tackle one of the most talked-about topics: Artificial Intelligence (AI). \nWhile AI may feel inevitable\, success in managing configuration data is far from guaranteed. This session will move beyond theory to explore what really happens within organisations in practice. We will also take a closer look at one organisation that has successfully addressed these challenges and developed an effective approach. \n\n\n\n\n	\n\n\n\n\n	TimeAgenda Item\n\n\n	09:30Registration & Refreshments\n\n\n	10:00Welcome & Introductions\n\n\n	10:30Configuration Today\n(Pallab Dasgupta and Jonathan West\,CGI)\nAsk a group of service management professionals who has a CMDB they are proud of and the silence may be deafening. Configuration management has long been seen as an area that lags behind—but is that still true? Pallab and Jonathan share their findings.\n\n\n	11:00Coffee break\n\n\n	11:15Building the Backbone: Leeds Building Society’s CMDB Journey and the Road to Full ITSM Integration\n(Kay Ratcliffe\, Leeds Building Society)\nFollow Leeds Building Society’s journey in building a CMDB and progressing towards full ITSM integration. Kay will explore the challenges\, key decisions\, and the benefits now beginning to emerge.\n\n\n	12:00Lunch & Networking\n\n\n	13:00Workshop - What types of information are hardest to manage? How do we define the value of emails\, ad hoc documents\, and similar content? Do we accept the chaos\, or are there practical ways to manage the avalanche of information? And where does AI fit—solution or distraction?\n\n\n	14:00ITAM: Your Building Block in AI Adoption\n(Jaro Tomik\,CDW)\nIT Asset Management (ITAM) provides the foundation for reliable\, governable\, and secure AI in IT Operations. Supported by a well-governed CMDB\, ITAM improves data quality\, strengthens security\, and enhances visibility across the asset lifecycle. This enables better employee experiences\, more effective joiner/mover/leaver processes\, and clearer links between observability data and business outcomes. The session will also explore why ITAM is essential for AIOps\, “Zero Ticket” ambitions\, and closed-loop remediation.\n\n\n	14:45Reflections - What will you take back to your organisation?\n\n\n	15:00Close - Refreshments available before departure.\n\n\n\n\nPeopleCert ITIL CPD Points\nitSMF UK members will automatically earn 4 ‘Community’ ITIL CPD points for attending this event – more details available here. \n \nDelivery Location\nThis event is in person at the University of Leeds\, Cloth Hall Court Quebec Street\, Leeds\, LS1 2HA \n\nHow much does it cost?\nThis event is FREE for all itSMF UK members. BCS members and ITAM Review subscribers – please use your promo code to book your free place. \nIf you are not yet an itSMF UK member\, you’ll be shown the individual member annual fee once you click on register now – or you can find out more about membership by clicking here. \nREGISTER NOW! \nLeeds
URL:https://www.itsmf.co.uk/event/member-meetup-itam-and-ai-sep26/
LOCATION:Cloth Hall Court\, Quebec Street\, Leeds\, Yorkshire\, LS1 2HA\, United Kingdom
CATEGORIES:Events,Member Meet-ups and Communities of Practice
ATTACH;FMTTYPE=image/png:https://www.itsmf.co.uk/wp-content/uploads/2026/06/1-2.png
ORGANIZER;CN="itSMF Events Team":MAILTO:events@itsmf.co.uk
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20260924T120000
DTEND;TZID=Europe/London:20260924T130000
DTSTAMP:20260710T081642Z
CREATED:20260317T115358Z
LAST-MODIFIED:20260710T081642Z
UID:25498-1790251200-1790254800@www.itsmf.co.uk
SUMMARY:Lunch & Learn - AI in Knowledge Management: Turning knowledge into intelligence support
DESCRIPTION:AI is already beginning to reshape how IT service teams operate; from automation and diagnostics to knowledge management\, incident resolution\, and customer experience. The real question for service organisations isn’t whether AI is coming\, but whether we’re ready for it. \nKnowledge Management plays a critical role in enabling faster resolution\, better self-service and consistent service delivery. As organisations adopt AI capabilities such as virtual agents\, intelligent search and automated assistance\, the quality and structure of knowledge becomes even more important. \nIn this session\, Dave Gordon and Chevonne Hobbs will explore how AI can enhance Knowledge Management by improving how knowledge is created\, discovered and used across IT support teams and self-service channels. We’ll discuss how AI can help identify knowledge gaps\, surface relevant solutions more quickly and support both agents and users with contextual guidance. \nAs part of the session\, we will explore practical use cases\, looking at how organisations are beginning to combine AI with structured knowledge to improve service experiences and enable more effective support. \nWe will also consider the foundations required for success\, including well-structured knowledge articles\, clear ownership and governance\, and processes that ensure knowledge remains accurate\, trusted and reusable. \nDelivery Platform\nThis event will be delivered using Microsoft Teams. \nPeopleCert ITIL CPD Points\nitSMF UK members will automatically earn 1 ‘Community’ ITIL CPD point for attending this event – more details available here. \n \nHow much does it cost?\nThis event is FREE for all itSMF UK members. \nIf you are not yet an itSMF UK member\, you’ll be shown the individual member annual fee once you click on register now – or you can find out more about membership by clicking here. \nPlease register using the link below and access details will be sent to you 48 hours before the event start date. A recording will be available here 24 hours after the live event. \n  \nREGISTER NOW! \nremote
URL:https://www.itsmf.co.uk/event/online-ai-in-knowledge-management-lunch-and-learn-sep26/
LOCATION:Online Delivery
CATEGORIES:Events,Member Meet-ups and Communities of Practice,Online Events
ATTACH;FMTTYPE=image/jpeg:https://www.itsmf.co.uk/wp-content/uploads/2026/03/Lunch-Learn-Header-1.jpg
ORGANIZER;CN="itSMF Events Team":MAILTO:events@itsmf.co.uk
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20260929T100000
DTEND;TZID=Europe/London:20260929T133000
DTSTAMP:20260702T131054Z
CREATED:20251103T144235Z
LAST-MODIFIED:20260702T131054Z
UID:23670-1790676000-1790688600@www.itsmf.co.uk
SUMMARY:AI in ITSM
DESCRIPTION:
URL:https://www.itsmf.co.uk/event/ai-in-itsm-26/
LOCATION:Online Delivery
CATEGORIES:2026 Signature Events,Events
ATTACH;FMTTYPE=image/jpeg:https://www.itsmf.co.uk/wp-content/uploads/2024/12/AI-in-Itsm-Linkedin-social-card_02.jpg
ORGANIZER;CN="itSMF Events Team":MAILTO:events@itsmf.co.uk
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20261006T100000
DTEND;TZID=Europe/London:20261006T160000
DTSTAMP:20251201T140640Z
CREATED:20251201T140558Z
LAST-MODIFIED:20251201T140640Z
UID:24202-1791280800-1791302400@www.itsmf.co.uk
SUMMARY:Introduction to ITSM - Part 1
DESCRIPTION:While most of our member events are aimed at professionals with at least some experience of service management\, our ‘Introduction to ITSM‘ programme is suitable for those new to IT Service Management.  Part 1 of the programme focuses on ensuring attendees are able to understand the key areas in IT Service Management\, how they work together\, and most importantly what each practice needs to contribute to the whole to provide ultimate value for the customer. \nThis event will help you to: \n\nGain confidence in a new working environment\nUnderstand what IT Service Management is\, the key aspects and central principles\nAppreciate best practice within the main building blocks of ITSM: incident management\, problem management\, change enablement\, service configuration management\, customer focus (including service level agreements and experience level agreements)\, and continual improvement\nRecognise the links between these service management practices and how the interaction between them is vital to deliver value for the customer.\n\nTarget audience\nFacilitated by IT Service Management experts from BT\, this event is aimed at: \n\napprentices and graduates aiming to work in ITSM\nthose changing roles and moving into ITSM from another area of the business\nthose looking for a general grounding in the essentials of ITSM.\n\nWhat will it involve?\nThis one-day interactive workshop will include: \n\nWhat is service management? (inc what is a practice?)\nService desk\nMonitoring & event management\nIncident management\nProblem management\nService level management\nChange enablement\nService configuration management\nContinual improvement\nHow it all fits together\nAn interactive group exercise.\n\nWhat are the key benefits of attending?\nAmong other benefits\, this event will: \n\nbuild your confidence in your current role\nhelp you to gain an appreciation of how the key ITSM practices blend together to increase customer satisfaction\nintroduce a proactive service model for customers\naccelerate your learning with experts in the industry and through interactive group exercises to help consolidate the learning.\n\nDelivery platform\nThis online session will be delivered using the Microsoft Teams platform. \nPeopleCert ITIL CPD Points\nitSMF UK members will automatically earn 7 ‘Professional Education’ ITIL CPD points for attending this event – more details available here. \n \nHow much does it cost?\nPlaces are available to itSMF UK members for £99.00 + VAT. \nNot yet a member? You’ll be shown a price of £264 + VAT which includes an ‘Individual’ level annual membership. To find out about other membership levels\, benefits and costs please click here. \nREGISTER NOW! \nPlease contact the office on +44 (0) 118 918 6500 to discuss a dedicated delivery of this event for your organisation. \nonline remote
URL:https://www.itsmf.co.uk/event/introduction-to-itsm-part1-oct26/
LOCATION:Online Delivery
CATEGORIES:Events,Introduction to ITSM Programme,Masterclass Events,Online Events
ATTACH;FMTTYPE=image/jpeg:https://www.itsmf.co.uk/wp-content/uploads/2019/09/Online_Event_D.jpg
ORGANIZER;CN="itSMF Events Team":MAILTO:events@itsmf.co.uk
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20261007T093000
DTEND;TZID=Europe/London:20261007T130000
DTSTAMP:20251208T143534Z
CREATED:20251208T143534Z
LAST-MODIFIED:20251208T143534Z
UID:24253-1791365400-1791378000@www.itsmf.co.uk
SUMMARY:Introduction to ITSM - Part 2
DESCRIPTION:Part 2 of our Introduction to ITSM programme takes the form of an online business simulation. \nUsing SXP’s ‘TransformSM’ digital simulation\, this immersive virtual experience brings to life the theory learned during Part 1. TransformSM is a web-based business simulation that allows users to implement ITSM practices to demonstrate their context and value alongside the technologies that enable them in a complex service operations ecosystem. \nThe simulation models the dependency between IT operations and business performance and provides users with the ability to analyse a range of realistic metrics\, reflective of a real business with 20\,000 users\, and 40\,000 incidents and request tickets across a calendar month. \nUsers experience the value realised from ITSM transformation programs in terms of commercial performance and internal efficiency improvements. \nTarget audience\nThis introduction to ITSM programme is aimed at: \n\napprentices and graduates aiming to work in ITSM\nthose changing roles and moving into ITSM from another area of the business\nthose looking for a general grounding in the essentials of ITSM.\n\nPlease note: Attendance of the Introduction to ITSM Part 1 event is a mandatory pre-requisite. \n\nAbout this simulation\nWorking in teams\, users act as Transformation Directors investing in a range of IT Service Management practices and enabling technology strategies to drive business performance. A learning cycle is used to drive continuous improvement\, allowing users to iterate and learn over 18 months in simulation time horizon. \nThe event will be facilitated virtually using video conferencing\, with teams working together in breakout rooms. After each 4-5 months of gameplay\, a plenary review will bring out key lessons\, with reference to Part 1 theory content. \n  \nWhat will be covered? \nThe simulation learning path is delivered over 4 phases. Each phase focuses on different ITSM practices and technologies\, with specific KPI targets that must be achieved to meet business objectives: \n\n\n\nPhase\nITSM Practices\n\n\n1\nService Desk\, Incident\, Change Request\n\n\n2\nAsset\, Knowledge\, Problem\, Release\n\n\n3\nConfiguration\, Deployment\, Event\, Virtual Agent\n\n\n4\nAI Case Summarisation\, AI Change Risk\, AIOps\, Automation\, Information Security\n\n\n\nDelivery platform\nThis online session will be delivered using the Microsoft Teams platform. \nPeopleCert ITIL CPD Points\nitSMF UK members will automatically earn 7 ‘Professional Education’ ITIL CPD points for attending this event – more details available here. \n \nHow much does it cost?\nPlaces are available to itSMF UK members for £99.00 + VAT. \nNot yet a member? You’ll be shown a price of £264 + VAT which includes an ‘Individual’ level annual membership. To find out about other membership levels\, benefits and costs please click here. \nREGISTER NOW! \nPlease contact the office on +44 (0) 118 918 6500 to discuss a dedicated delivery of this event for your organisation. \nonline remote
URL:https://www.itsmf.co.uk/event/introduction-to-itsm-part2-oct26/
LOCATION:Online Delivery
CATEGORIES:Business Simulation Events,Events,Introduction to ITSM Programme,Masterclass Events
ATTACH;FMTTYPE=image/jpeg:https://www.itsmf.co.uk/wp-content/uploads/2020/05/Online_Event_J.jpg
ORGANIZER;CN="itSMF Events Team":MAILTO:events@itsmf.co.uk
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20261015T120000
DTEND;TZID=Europe/London:20261015T130000
DTSTAMP:20260710T081728Z
CREATED:20260317T124215Z
LAST-MODIFIED:20260710T081728Z
UID:25503-1792065600-1792069200@www.itsmf.co.uk
SUMMARY:Lunch & Learn - AI in Change Management: Using AI to support safer\, smarter change
DESCRIPTION:AI is already beginning to reshape how IT service teams operate; from automation and diagnostics to knowledge management\, incident resolution\, and customer experience. The real question for service organisations isn’t whether AI is coming\, but whether we’re ready for it. \nChange Management plays a vital role in maintaining stability while enabling innovation. As IT environments become more complex\, organisations are exploring how AI can help improve risk assessment\, impact analysis and change decision-making. \nIn this session\, Vawns Murphy will explore how AI can support Change Management by analysing historical change and incident data\, identifying patterns and helping teams better understand the potential impact of proposed changes. AI can also support more informed decision-making by highlighting risk indicators and providing insights from previous change outcomes. \nAs part of the session\, we will explore practical use cases\, looking at where AI can realistically support change planning\, risk assessment and post-implementation learning. \nWe will also discuss the foundations required to make this effective\, including reliable historical change data\, clear change processes and strong integration between change\, incident and problem management practices. \nDelivery Platform\nThis event will be delivered using Microsoft Teams. \nPeopleCert ITIL CPD Points\nitSMF UK members will automatically earn 1 ‘Community’ ITIL CPD point for attending this event – more details available here. \n \nHow much does it cost?\nThis event is FREE for all itSMF UK members. \nIf you are not yet an itSMF UK member\, you’ll be shown the individual member annual fee once you click on register now – or you can find out more about membership by clicking here. \nPlease register using the link below and access details will be sent to you 48 hours before the event start date. A recording will be available here 24 hours after the live event. \n  \nREGISTER NOW! \nremote
URL:https://www.itsmf.co.uk/event/online-ai-in-change-management-lunch-and-learn-oct26/
LOCATION:Online Delivery
CATEGORIES:Events,Member Meet-ups and Communities of Practice,Online Events
ATTACH;FMTTYPE=image/jpeg:https://www.itsmf.co.uk/wp-content/uploads/2026/03/Lunch-Learn-Header-2.jpg
ORGANIZER;CN="itSMF Events Team":MAILTO:events@itsmf.co.uk
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20261022T093000
DTEND;TZID=Europe/London:20261022T160000
DTSTAMP:20260713T134700Z
CREATED:20260625T124236Z
LAST-MODIFIED:20260713T134700Z
UID:26415-1792661400-1792684800@www.itsmf.co.uk
SUMMARY:Masterclass - XLA Design
DESCRIPTION:This is a hands on practical 1 day masterclass has been created by the XLA Institute and designed to be unique to itSMF UK. The focus for this class is to help organisations understand what experience is\, why it is important and key considerations when implementing experience measures/XLAs. Typical delegates will include people who are considering or already part of an experience initiative or are in front line of IT delivery or service management where they will have a key impact on experience (Service Managers\, Service Desk Managers\, Support Staff\, End User Computing staff etc). \nIn today’s experience-driven economy\, organisations are waking up to a critical truth: traditional performance metrics often paint a misleading picture. Known as the “Watermelon Effect”\, services and products may appear green on the outside—meeting internal KPIs—while customers are left unsatisfied beneath the surface. \nIT teams might celebrate up time and resolution rates\, but what if the real outcomes aren’t being delivered? \nWith the global rise of Experience Management and Experience Level Agreements (XLAs)\, hundreds of companies are shifting focus from outputs to outcomes. But what does measuring experience truly involve? This immersive class will answer key questions: \n\nHow can organisations accurately measure experience?\nWho should be responsible for it?\nHow do you know if the right outcomes have been achieved?\nWhat are Moments that Matter\, and why are they essential?\n\nFacilitated by Neil Keating who has been pioneering the pathway for improved employee experience for many years. Neil has worked in IT Services both internally and externally all his career and\, having worked on creating multiple outsourcing contracts\, is an expert in designing and managing IT Services to meet organisations changing experience needs. For the last 8 years Neil has been speaking at events globally helping organisations move from SLAs to XLAs and has helped create accredited Experience courses covering both the Art and the Science of employee experience. \n\nBOOK YOUR PLACE \nWhat are the key benefits of attending?\n\nLearn what experience and XLAs really are\nUnderstand why good experience management is important to deliver the right outcomes for the business\nUnderstand the best practice frameworks and global industry standards\nKnow how to design and implement XLAs using proven industry methodologies\nGain practical knowledge in a hands on learning environment\n\nTarget Audience\nThis event is aimed at the Beginner/Intermediate level. This masterclass is perfect for anyone looking to understand and apply XLAs—no prior experience required. Ideal for professionals involved in experience management initiatives or service delivery\, including: \n\nService & Product Leaders\nExperience Managers\nService Managers\nEnd User Experience Teams\nOperational Staff (Service Desk\, EUC\, Support)\n\nWhat will it involve?\nThis 1 day hands on event is packed with actionable insights and practical guidance: \n\nDefinitions of Experience Management and XLAs\nGlobal standards and benchmarks\nProven frameworks and how to apply them\nReal-world experience measurement techniques\nXLA design and implementation steps\nHow to identify outcomes and leverage Moments that Matter\nWhat XMO skills might be needed to turn data into actionable insights\n\nDelivery Platform\nThis online Masterclass will be delivered using the Teams platform. \nPeopleCert ITIL CPD Points\nitSMF UK members will automatically earn 7 ‘Professional Education’ ITIL CPD points for attending this event – more details available here. \n \nHow much does it cost?\nPlaces for this event are available to itSMF UK members for £295.00 + VAT. \nNot yet a member? You’ll be shown a price of £460 + VAT which includes an ‘Individual’ level annual membership.  To find out about other membership levels\, benefits and costs please click here. \nREGISTER NOW! \nPlease contact the office on +44 (0) 118 918 6500 to discuss a dedicated delivery of this event for your organisation.\nonline remote
URL:https://www.itsmf.co.uk/event/online-masterclass-xla-design-oct26/
LOCATION:Online Delivery
CATEGORIES:Events,Masterclass Events,Online Events
ATTACH;FMTTYPE=image/jpeg:https://www.itsmf.co.uk/wp-content/uploads/2021/02/Online_Event_HeadphonesOpt1.jpg
ORGANIZER;CN="itSMF Events Team":MAILTO:events@itsmf.co.uk
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20261109T090000
DTEND;TZID=Europe/London:20261110T173000
DTSTAMP:20251112T094702Z
CREATED:20251107T171119Z
LAST-MODIFIED:20251112T094702Z
UID:23889-1794214800-1794331800@www.itsmf.co.uk
SUMMARY:ITSM26 Conference & Awards
DESCRIPTION:
URL:https://www.itsmf.co.uk/event/itsm26/
LOCATION:Stadium MK\, Stadium Way West\, Bletchley\, Milton Keynes\, MK1 1ST
CATEGORIES:2026 Signature Events,Events
ATTACH;FMTTYPE=image/jpeg:https://www.itsmf.co.uk/wp-content/uploads/2025/11/SuperEarlyBird_ITSM26-Event-Calendar.jpg
ORGANIZER;CN="itSMF Events Team":MAILTO:events@itsmf.co.uk
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20261119T093000
DTEND;TZID=Europe/London:20261119T160000
DTSTAMP:20260710T081907Z
CREATED:20260625T125308Z
LAST-MODIFIED:20260710T081907Z
UID:26418-1795080600-1795104000@www.itsmf.co.uk
SUMMARY:Masterclass - XLA Implementation and the XMO
DESCRIPTION:As organisations shift from traditional KPIs to Experience Level Agreements (XLAs)\, one thing is becoming clear: measuring experience is only half the story. Without the right structure to act on those insights\, even the best XLAs fall flat. That’s where the Experience Management Office (XMO) comes in. \nThis hands on practical masterclass enables organisations to successfully measure and manage their XLAs including\, when is happy\, understanding sentiment\, matching X-Data\, O-Data and T-Data together\, building dashboards and what skills and competencies are required in an XMO and on how to manage experience and XLAs. In this class we assume that XLAs have been/are soon to be designed and so focuses on the requirements to successfully implement\, manage and govern experience through an XMO. \nFacilitated by Neil Keating who has been pioneering the pathway for improved employee experience for many years. Neil has worked in IT Services both internally and externally all his career and\, having worked on creating multiple outsourcing contracts\, is an expert in designing and managing IT Services to meet organisations changing experience needs. For the last 8 years Neil has been speaking at events globally helping organisations move from SLAs to XLAs and has helped create accredited Experience courses covering both the Art and the Science of employee experience. \n\nBOOK YOUR PLACE \nWhat are the key benefits of attending?\n\nLearn what an XMO is and what it does\nUnderstand the skills and competencies required to gain actionable insights and improve experience and outcomes\nKnow the difference between good enough and happy\nRealise the importance of a good experience management platform\nLearn how to match\, read and act upon experience data\n\nTarget Audience\nThis event is aimed at the Beginner/Intermediate level and is ideal for anyone involved in managing or improving experience within their organisations. No prior experience with XLAs is required\, but it’s especially valuable for those who are already building or managing them. Typical roles include: \n\nLeadership & Strategy Teams\nExperience/XMO Managers and Professionals\nService Management Professionals\nDigital Experience Leaders\nTechnical Operations Teams\nFront-line & Support Staff (Service Desk\, EUC\, Technical Support)\n\nWhat will it involve?\nIn this interactive session\, you’ll discover: \n\nWhat an XMO is—and why it’s essential\nThe core skills and competencies needed to manage and improve experience\nHow to interpret human sentiment—from unacceptable to “happy”\nHow to extract experience insights from operational and technical data\nWhy an XMO platform is critical to bring all your measures together\nHow to turn experience data into action by asking: “So What?” and “What Now?”\n\nDelivery Platform\nThis online Masterclass will be delivered using the Teams platform. \nPeopleCert ITIL CPD Points\nitSMF UK members will automatically earn 7 ‘Professional Education’ ITIL CPD points for attending this event – more details available here. \n \nHow much does it cost?\nPlaces are available to itSMF UK members for £295.00 + VAT. \nNot yet a member? You’ll be shown a price of £460 + VAT which includes an ‘Individual’ level annual membership.  To find out about other membership levels\, benefits and costs please click here. \nREGISTER NOW! \nPlease contact the office on +44 (0) 118 918 6500 to discuss a dedicated delivery of this event for your organisation.\nonline remote
URL:https://www.itsmf.co.uk/event/online-masterclass-xla-implementation-and-the-xmo-nov26/
LOCATION:Online Delivery
CATEGORIES:Events,Masterclass Events,Online Events
ATTACH;FMTTYPE=image/jpeg:https://www.itsmf.co.uk/wp-content/uploads/2021/02/Online_Event_HeadphonesOpt3.jpg
ORGANIZER;CN="itSMF Events Team":MAILTO:events@itsmf.co.uk
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20261120T093000
DTEND;TZID=Europe/London:20261120T163000
DTSTAMP:20260713T134915Z
CREATED:20260629T122532Z
LAST-MODIFIED:20260713T134915Z
UID:26433-1795167000-1795192200@www.itsmf.co.uk
SUMMARY:Masterclass - Problem Management
DESCRIPTION:Everything in IT is Problem Management and world-class Problem Management is a strategic advantage. \nIn today’s digital enterprises\, stability is everything. When IT stops\, customers stop\, revenue stops\, and trust is put at risk.\nProblem Management is the organisational capability that keeps services predictable\, scalable\, and resilient.\nYet many Problem Managers are tasked with doing more with less large backlogs\, inconsistent data\, tribal troubleshooting approaches\, and limited time with subject matter experts. \nThe reality is simple: You cannot prevent what you cannot first diagnose\, stabilise\, and learn from. \nThis masterclass provides a structured\, repeatable\, and business-aligned approach to Problem Management using several of the tools within the KEPNERandFOURIE™ Thinking Processes\, trusted globally in high-risk\, high-complexity industries. \nTarget Audience\nThis Masterclass is designed for: \n\nITSM professionals involved in Problem Management\, Incident/Problem backlogs\, or service stability\nTechnical SMEs who contribute to Root Cause Analysis or Major Problem Reviews\nIT and Business Leaders responsible for reliable service delivery\nAnyone seeking to move beyond ITIL theory into practical\, repeatable\, high-quality Problem Management execution\n\nParticipants should have at least a foundational understanding of ITSM concepts. \nBOOK YOUR PLACE \nWhat will it involve?\nDelegates will work with the core KEPNERandFOURIE™ processes\, applying them to realistic case studies and optional real-world problem tickets. \n1. PriorityWise™ – Problem Ticket Assessment & Action Prioritisation \n\n Establish business-aligned priorities quickly and consistently\n Move problem tickets out of queues and into focused\, targeted action\n\n2. CauseWise™ – Structured Problem Definition & Cause Diagnosis \n\nCraft precise and correct problem statements (reducing MTTR by up to 25%)\nAsk high-value diagnostic questions that extract the right information first time\nAvoid assumptions\, bias\, and unproductive “the problem is everywhere” thinking\nExpand cause-thinking safely without triggering endless debate\nBuild a clear\, traceable thinking trail that SMEs and suppliers can align around\n\n3. RiskWise™ – Fix Protection & Recurrence Prevention \n\nIdentify risks introduced by the remediation\nValidate “return to service” decisions\nBuild sustainable prevention measures for operational environments\n\nThroughout the course\, participants will learn how to: \n\nReduce MTTR by 50–75% using structured thinking rather than intuition\nImprove troubleshooting accuracy by eliminating trial-and-error behaviours\nIncrease the speed and quality of collaboration\, especially in hybrid/multi-vendor environments\nMake thinking visible\, enabling teams to challenge\, validate\, and align without conflict\nTransform raw diagnostic data into actionable insights and business-ready communication\n\nDelegates are encouraged to bring real problem tickets (optional) to apply K&F processes to live issues. \nWhat are the key benefits of attending?\nThis masterclass focuses on what leaders of high-performing Problem Management teams ensure their teams can do consistently: \n\nDiagnose complex issues with accuracy\, before jumping into solution mode\nCollaborate effectively across technical and supplier boundaries\nCommunicate clearly and confidently with stakeholders under pressure\nProtect services from recurrence by reducing operational risk\nTranslate ITIL’s WHAT into reliable\, repeatable HOW\n\nWhether your challenge is reducing MTTR\, improving knowledge capture\, maturing your Problem Management practice\, or eliminating trial-and-error\, this course gives you the tooling\, structure\, and confidence to deliver meaningful results. \nWhy do I need problem management?\nModern IT environments\, hybrid cloud\, microservices\, distributed architectures; create complexity that outpaces traditional troubleshooting. K&F processes provide structure where complexity creates noise. \nProblem Management reduces: \n\nvolume and impact of incidents\nrework and repetitive fixes\nwasted SME time\nfriction between teams\, vendors\, and customers\n\nIt increases: \n\nservice stability\noperational confidence\nquality of data for leadership decision-making\ncustomer satisfaction and trust\n\nFor organisations seeking to mature ITSM and reduce operational risk\, Problem Management is the most leveraged capability available. \nDelivery Platform\nThis online Masterclass will be delivered using Teams. \nPeopleCert ITIL CPD Points\nitSMF UK members will automatically earn 7 ‘Professional Education’ ITIL CPD points for attending this event – more details available here. \n \nHow much does it cost?\nPlaces are available to itSMF UK members for £295.00 + VAT. \nNot yet a member? You’ll be shown a price of £460 + VAT which includes an ‘Individual’ level annual membership.  To find out about other membership levels\, benefits and costs please click here. \nREGISTER NOW! \nPlease contact the office on +44 (0) 118 918 6500 to discuss a dedicated delivery of this event for your organisation.\nonline remote
URL:https://www.itsmf.co.uk/event/masterclass-problem-management-nov26/
LOCATION:Online Delivery
CATEGORIES:Events,Masterclass Events,Online Events
ATTACH;FMTTYPE=image/jpeg:https://www.itsmf.co.uk/wp-content/uploads/2021/02/Online_Event_HeadphonesOpt2.jpg
ORGANIZER;CN="itSMF Events Team":MAILTO:events@itsmf.co.uk
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DTSTART;TZID=Europe/London:20261210T120000
DTEND;TZID=Europe/London:20261210T130000
DTSTAMP:20251106T093108Z
CREATED:20250729T101847Z
LAST-MODIFIED:20251106T093108Z
UID:22837-1796904000-1796907600@www.itsmf.co.uk
SUMMARY:Service Design & Transition CoP – Designing with Clarity: Service Blueprinting in Action
DESCRIPTION:Join the Community for a focused Lunch and Learn session on how Service Blueprinting can be used as a core tool within Service Design. We’ll explore how blueprinting helps teams visualise the end-to-end service journey – linking user interactions to the underlying processes\, support models and teams that enable delivery. \nThis session will highlight how service blueprinting supports the creation of robust Service Design Packages\, helping to ensure that services are not only designed for users but are also operationally sound and supportable. You’ll gain insight into how service blueprinting can drive clarity\, strengthen governance\, and improve handover from design to transition and operations – ultimately helping service management teams build more consistent\, transparent\, and scalable services. \nDelivery Platform\nThis event will be delivered using Microsoft Teams. \nPeopleCert ITIL CPD Points\nitSMF UK members will automatically earn 1 ‘Community’ ITIL CPD point for attending this event – more details available here. \n \nHow much does it cost?\nThis event is FREE for all itSMF UK members. \nIf you are not yet an itSMF UK member\, you’ll be shown the individual member annual fee once you click on register now – or you can find out more about membership by clicking here. \nPlease register using the link below and access details will be sent to you 48 hours before the webinar start date. \n  \nREGISTER NOW! \nremote
URL:https://www.itsmf.co.uk/event/online-service-design-cop-dec26/
LOCATION:Online Delivery
CATEGORIES:Events,Online Events,Service Design & Transition
ATTACH;FMTTYPE=image/jpeg:https://www.itsmf.co.uk/wp-content/uploads/2025/10/Service-Design-community-event.jpg
ORGANIZER;CN="itSMF Events Team":MAILTO:events@itsmf.co.uk
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