BEGIN:VCALENDAR
VERSION:2.0
PRODID:-//itSMF UK - ECPv6.17.3//NONSGML v1.0//EN
CALSCALE:GREGORIAN
METHOD:PUBLISH
X-WR-CALNAME:itSMF UK
X-ORIGINAL-URL:https://www.itsmf.co.uk
X-WR-CALDESC:Events for itSMF UK
REFRESH-INTERVAL;VALUE=DURATION:PT1H
X-Robots-Tag:noindex
X-PUBLISHED-TTL:PT1H
BEGIN:VTIMEZONE
TZID:Europe/London
BEGIN:DAYLIGHT
TZOFFSETFROM:+0000
TZOFFSETTO:+0100
TZNAME:BST
DTSTART:20250330T010000
END:DAYLIGHT
BEGIN:STANDARD
TZOFFSETFROM:+0100
TZOFFSETTO:+0000
TZNAME:GMT
DTSTART:20251026T010000
END:STANDARD
BEGIN:DAYLIGHT
TZOFFSETFROM:+0000
TZOFFSETTO:+0100
TZNAME:BST
DTSTART:20260329T010000
END:DAYLIGHT
BEGIN:STANDARD
TZOFFSETFROM:+0100
TZOFFSETTO:+0000
TZNAME:GMT
DTSTART:20261025T010000
END:STANDARD
BEGIN:DAYLIGHT
TZOFFSETFROM:+0000
TZOFFSETTO:+0100
TZNAME:BST
DTSTART:20270328T010000
END:DAYLIGHT
BEGIN:STANDARD
TZOFFSETFROM:+0100
TZOFFSETTO:+0000
TZNAME:GMT
DTSTART:20271031T010000
END:STANDARD
END:VTIMEZONE
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20260915T093000
DTEND;TZID=Europe/London:20260915T153000
DTSTAMP:20260717T124154Z
CREATED:20251015T122938Z
LAST-MODIFIED:20260717T124154Z
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:20260717T124222Z
CREATED:20260626T095122Z
LAST-MODIFIED:20260717T124222Z
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\n\n Primary: IT Service Managers\, Project Managers\, Product Owners.\n Secondary: Business Analysts\, Service Designers\, Customer Experience (CX) Managers\, and Process Owners.\n\n\n\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:20260917T100000
DTEND;TZID=Europe/London:20260917T153000
DTSTAMP:20260826T103755Z
CREATED:20251031T135955Z
LAST-MODIFIED:20260826T103755Z
UID:23650-1789639200-1789659000@www.itsmf.co.uk
SUMMARY:ITIL Case Study Event 2026
DESCRIPTION:
URL:https://www.itsmf.co.uk/event/itil_case_study_day_2026/
LOCATION:Online Delivery
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:20260923T120000
DTEND;TZID=Europe/London:20260923T130000
DTSTAMP:20260820T085104Z
CREATED:20260818T105936Z
LAST-MODIFIED:20260820T085104Z
UID:27223-1790164800-1790168400@www.itsmf.co.uk
SUMMARY:Webinar - Service Configuration & IT Asset Management: All the Gear\, No Idea?
DESCRIPTION:Organisations continue to invest heavily in Service Configuration Management (SCM)\, IT Asset Management (ITAM)\, CMDBs and discovery tools\, yet many still struggle to achieve trusted outcomes. To understand why\, itSMF UK members Pallab Dasgupta and Jonathan West of CGI picked up the challenge to write a whitepaper exploring how SCM and ITAM are perceived across organisations\, the challenges practitioners face\, and what is needed to realise their full value. \nTaking place alongside the publication of the whitepaper\, this webinar will share the key findings from the research highlighting the common gap between investment in technology and the governance\, ownership and processes required to make that technology effective. \nWhether you are an IT Asset Manager\, Configuration Manager\, Service Management professional\, IT leader or transformation practitioner\, this webinar will provide practical insights and research-based perspectives to help strengthen asset and configuration management within your organisation. \nPresenters\nPallab Dasgupta is a Senior Business Consultant at CGI and Jonathan West is a Service Advisory Consultant at CGI. \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 event start date. A recording will be available here 24 hours after the live event. \nREGISTER NOW! \nremote
URL:https://www.itsmf.co.uk/event/webinar-service-configuration-sep26/
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:20260924T093000
DTEND;TZID=Europe/London:20260924T150000
DTSTAMP:20260804T092527Z
CREATED:20260608T100113Z
LAST-MODIFIED:20260804T092527Z
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\,Buvalo)\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:20260814T085432Z
CREATED:20260317T115358Z
LAST-MODIFIED:20260814T085432Z
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\, Valerie Wilson\, Chevonne Hobbs and Iain Taylor 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:20260930T130000
DTEND;TZID=Europe/London:20260930T140000
DTSTAMP:20260901T072504Z
CREATED:20260827T113108Z
LAST-MODIFIED:20260901T072504Z
UID:27293-1790773200-1790776800@www.itsmf.co.uk
SUMMARY:Women in ITSM CoP – Mentoring: Looking at both sides of the mirror
DESCRIPTION:We often talk about the value of mentoring\, but what actually makes a great mentoring relationship? \nIs it having an amazing mentor? Or is it having a mentee who knows what they want to get from the experience? \nThe answer\, of course\, is both. \nIn our next Women in ITSM Community of Practice (CoP) event\, we’re going to look at mentoring from both sides of the mirror\, because whether you’re the mentor or the mentee\, and whether it’s through the formal itSMF UK Mentorship Programme or informal mentoring\, you have an important part to play in making the relationship work. \nI’m a mentor – how can I be a great one? \nBeing a mentor isn’t about having all the answers. It’s about knowing how to help someone find their own. \nHow do you ask the right questions? How do you really listen? When should you challenge and when should you encourage? \nHow do you share your own experience without simply telling someone\, “This is what I did\, so you should do it too”? \nWe’ll explore some practical techniques that can help you become the kind of mentor people really value\, someone who creates space\, builds confidence\, challenges thinking and helps others grow. \nI’m a mentee – what should I bring? \nGreat mentoring isn’t something that simply happens to you. \nAs a mentee\, what should you turn up with? Do you need clear career goals? Should you know exactly where you want to be in five years? What if you don’t? \nWe’ll talk about how to think about your aspirations and goals\, how to prepare for mentoring conversations\, the questions worth asking\, and how to take ownership of the relationship so that you get real value from it. \nAnd importantly\, you don’t need to have it all figured out before you start. Sometimes a great mentor is exactly what you need to help you work out what comes next. \nTwo people. Two perspectives. One great mentoring relationship. \nWe’ll be joined by speakers who can share their experiences\, practical tips and lessons learned from both sides of the mentoring relationship. \nWhether you’re already mentoring someone\, looking for a mentor yourself\, about to start a new mentoring relationship\, or simply curious about how mentoring could help you develop\, this session is for you. \nCome along and discover how to be the mentor people want to have\, and the mentee people want to mentor. \nPresenters\nValerie Wilson\, BT and Caroline Wyatt\, Athrumor Services. \nDelivery Platform\nThis webinar will be delivered using MS Teams. \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 event start date. A recording will be available here 24 hours after the live event. \nREGISTER NOW! \nremote
URL:https://www.itsmf.co.uk/event/community-event-women-in-itsm-sep26/
LOCATION:Online Delivery
CATEGORIES:Events,Online Events,Women in ITSM
ATTACH;FMTTYPE=image/jpeg:https://www.itsmf.co.uk/wp-content/uploads/2024/06/Women-in-itsm-cop-version.jpg
ORGANIZER;CN="itSMF Events Team":MAILTO:events@itsmf.co.uk
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20261001T093000
DTEND;TZID=Europe/London:20261001T123000
DTSTAMP:20260717T113643Z
CREATED:20260717T094841Z
LAST-MODIFIED:20260717T113643Z
UID:27020-1790847000-1790857800@www.itsmf.co.uk
SUMMARY:The ServiceNow Strategy Simulation: Orchestrating Outcomes for your Enterprise
DESCRIPTION:Facilitated by our delivery partner SXP\, the ServiceNow Strategy Simulation recreates a complex enterprise e‑commerce business model that immerses participants in the challenges and opportunities faced by ServiceNow customers and prospects. \nOver the course of three hours\, teams analyse key business metrics and apply ServiceNow solutions to optimise organisational performance. Participants receive immediate feedback on their strategic choices\, along with their resulting position on the peer leader-board. \n‘GlobalMarket’ is a traditional retail company which has a failing e-commerce business. It has a worldwide reach and a loyal customer base but\, with a legacy IT enterprise and ways of working that are no longer fit for purpose\, the e-commerce business is being undermined by the poor delivery of technology. The consequences of this are a rapid increase in abandoned transactions\, loss of potential revenue\, increased cost of operations and a progressive erosion of customer satisfaction. \n\nAbout this simulation\nThe aim of the Strategy Game is to provide a compelling\, interactive overview of how the key capabilities of the ServiceNow Service Operations portfolio (including AI) combine to deliver Customer Value\, so that delegates can “Experience” the potential business benefits of ServiceNow and generate more meaningful conversations about their Service Operations’ needs\, options and approach. \nChallenge: In competing teams\, you will analyse data to understand the current state and apply your ServiceNow experience and knowledge to optimise IT Performance in four areas: System Availability\, Support Costs\, Change Value and C-sat. \nBenefits of attending\n\nExperience familiar operations frustrations to see the context & value of ServiceNow ServiceOps Solutions\nExperience the ServiceNow ServiceOps capability progression\nApply the learning to work out your next steps and accelerate value and maturity in your own organisation\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?\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. \n  \nBOOK NOW  \nPlease contact the office on +44 (0) 118 918 6500 to discuss a dedicated delivery of this event for your organisation.
URL:https://www.itsmf.co.uk/event/servicenow-strategy-simulation-oct26/
LOCATION:Online Delivery
CATEGORIES:Business Simulation Events,Events,Masterclass 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:20261002T093000
DTEND;TZID=Europe/London:20261002T163000
DTSTAMP:20260806T104131Z
CREATED:20260629T121820Z
LAST-MODIFIED:20260806T104131Z
UID:26429-1790933400-1790958600@www.itsmf.co.uk
SUMMARY:Masterclass -  Incident Management
DESCRIPTION: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 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\nIncident 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:20261006T100000
DTEND;TZID=Europe/London:20261006T160000
DTSTAMP:20260727T111929Z
CREATED:20251201T140558Z
LAST-MODIFIED:20260727T111929Z
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_nobranding_02.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:20260727T112409Z
CREATED:20251208T143534Z
LAST-MODIFIED:20260727T112409Z
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/2021/02/Online_Event_HeadphonesOpt1.jpg
ORGANIZER;CN="itSMF Events Team":MAILTO:events@itsmf.co.uk
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20261008T120000
DTEND;TZID=Europe/London:20261008T130000
DTSTAMP:20260723T110851Z
CREATED:20260722T124622Z
LAST-MODIFIED:20260723T110851Z
UID:27085-1791460800-1791464400@www.itsmf.co.uk
SUMMARY:Webinar - Change Management: Reflecting on a decade of progress and challenges
DESCRIPTION:As a membership body\, we have a unique opportunity to bring together the experiences and perspectives of practitioners from across sectors\, industries and organisation sizes. To support the development of our latest Change Enablement whitepaper\, we interviewed a cross-section of itSMF UK members to understand how Change Management is perceived today\, how it has evolved over the past decade\, and the challenges and opportunities shaping its future. \nThis webinar will share the key findings from that research\, highlighting common themes and contrasting approaches from organisations at different stages of their Change Enablement journey. \nTaking place alongside the publication of the whitepaper\, this session will explore how member organisations are responding to the impact of AI\, automation\, digital products and new delivery models\, while continuing to balance speed\, innovation and service stability. We’ll discuss how Change Management success is being measured\, how organisations are communicating and demonstrating value\, and what practitioners believe needs to change to meet future demands. \nWhether you’re a Change Manager\, Service Management professional\, IT leader or transformation practitioner\, this webinar will provide practical insights\, peer experiences and early access to the findings contained within the new itSMF UK Change Enablement whitepaper. \nPresenter\nMarida Lotz-Henning has spent over two decades in IT Service Management\, progressing through multiple ITIL roles and leading ITIL Operations on secure sites. Now shaping Computacenter’s global ITIL services\, including Change Enablement\, she works closely with experts to ensure offerings evolve with market demands\, security needs\, and business goals. \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 event start date. A recording will be available here 24 hours after the live event. \nREGISTER NOW! \nremote
URL:https://www.itsmf.co.uk/event/webinar-change-management-oct26/
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_Webinar2.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:20261020T093000
DTEND;TZID=Europe/London:20261020T163000
DTSTAMP:20260728T092808Z
CREATED:20260727T083104Z
LAST-MODIFIED:20260728T092808Z
UID:27106-1792488600-1792513800@www.itsmf.co.uk
SUMMARY:Masterclass - Humanising AI
DESCRIPTION:Most organisations are asking the wrong questions about AI. \nThe questions isn’t ”Can AI do this?” It’s ”Should AI do this?” \nArtificial Intelligence is transforming IT Service Management at an unprecedented pace. From AI-powered service desks and virtual agents to copilots and intelligent automation\, organisations are rapidly adopting AI to improve efficiency and reduce costs. \nThis interactive masterclass introduces the HIT Lens™\, a practical human-centred framework for evaluating AI initiatives. Rather than focusing solely on technology\, participants will explore how AI impacts people\, trust\, decision-making and service experiences\, ensuring organisations create AI-enabled services that are not only intelligent\, but genuinely human-centred. \nFacilitated by\nKatrina Macdermid is the creator of Humanising IT\, Co-founder of HIT Global and co-creator of the Humanising AI™ framework. With a background in IT service management and as an ITIL 4 contributing author\, she has worked with global organisations to rethink how IT services are designed and delivered. \nMark Basham is CEO and co-founder of HIT Global\, the organisation behind the internationally recognised Humanising IT™ portfolio\, and co-creator of the Humanising AI™ framework. He works with executive teams worldwide to help organisations adopt AI responsibly\, balancing innovation with human experience\, trust and organisational performance. \nTarget Audience\nThis Masterclass is designed for: \n\nCIOs and IT Leaders\nService Management Professionals\nService Desk Managers\nDigital Transformation Leaders\nEnterprise Architects\nAI Programme Leads\nExperience Managers\nAnyone responsible for introducing AI into IT services\n\nBOOK YOUR PLACE \nWhat will it involve?\nParticipants will explore: \nThe AI Revolution in ITSM \n\nHow AI is reshaping IT Service Management\nThe opportunities — and the unintended consequences\nWhy efficiency alone is no longer enough\n\nIntroducing the HIT Lens™ \nA practical framework for evaluating AI through a human-centred perspective. Rather than asking “Can AI do this?”\, the HIT Lens™ asks: \n\nShould AI do this?\nWhat experience are we creating?\nWho benefits?\nWho might be disadvantaged?\nWhere should humans remain involved?\nWhat unintended consequences could emerge?\n\nApplying the HIT Lens™ \nEvaluate AI across real-world ITSM scenarios\, including: \n\nAI Service Desks\nVirtual Agents & Chatbots\nKnowledge Management\nHIT Lens™ | Humanising AI™ Masterclass\nIncident & Problem Management\nChange Enablement\nEmployee Experience\nAI Governance & Decision Making\n\nHumanising AI™ in Practice \nParticipants will work through practical exercises to: \n\nEvaluate AI opportunities using the HIT Lens™\nChallenge assumptions about automation\nIdentify experience risks\nBalance efficiency with empathy\nDevelop practical next steps for their own organisation\n\nWhat are the key benefits of attending?\nBy the end of the session\, participants will be able to: \n\nUnderstand how AI is changing IT Service Management.\nApply the HIT Lens™ to evaluate AI-enabled services.\nRecognise the risks of automating poor experiences.\nIdentify where AI creates value — and where human judgement remains essential.\nCreate practical actions for implementing Humanising AI™ within their organisation.\n\nKey Takeaway – AI changes what we can automate. The HIT Lens™ helps us decide what we should automate. \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-humanising-ai-oct26/
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_E.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:20260727T112538Z
CREATED:20260625T124236Z
LAST-MODIFIED:20260727T112538Z
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/2019/09/Online_Event_D.jpg
ORGANIZER;CN="itSMF Events Team":MAILTO:events@itsmf.co.uk
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20261104T130000
DTEND;TZID=Europe/London:20261105T170000
DTSTAMP:20260716T115340Z
CREATED:20260716T113351Z
LAST-MODIFIED:20260716T115340Z
UID:27011-1793797200-1793898000@www.itsmf.co.uk
SUMMARY:Masterclass - Re-imagining the CAB
DESCRIPTION:When many IT organisations hear “change management”\, they think “change advisory board” or CAB – and become a bit annoyed. While some organisations have enjoyed great success with change management practices using a CAB\, others view the CAB with disdain. In those organisations\, the CAB has become an obstacle to responsive change management. \nEvaluation criteria are often not well defined\, and those on the CAB lack qualifications to evaluate the merits of change requests. As a result\, “approval” of a change request often becomes a “rubber stamping” exercise\, and the value and effectiveness of the CAB is questionable. \nITIL® guidance now emphasises the definition and use of Change Authorities for each type and model of change. What does this mean for organisations using a CAB for change authorisation and approval? What should organisations consider as they move from a centralised CAB model to a change authority model? \nTarget Audience\nThis event is aimed at the Intermediate level. Facilitated by Doug Tedder\, a recognised industry thought leader whose passion is helping good IT organisations become great\, this interactive event will provide practical guidance on the techniques and approaches that can be used to define change authorities and ensure that the right people and right approaches are used within those change authorities. \n \n  \nBOOK YOUR PLACE \nWhat will it involve?\nDuring this event we will cover: \nLet’s talk about Change Management. \nWhat is Change Management? \n\nKeys to success with Change Management\nThe importance of Governance\nMeasurement and Reporting\nSelf-Evaluation – Current Change Management practice\n\nThe peculiar relationship of CAB and Change Management: \n\nMany organisations think “CAB” = “Change Management”\nWhat is a CAB (according to ITIL)?\nCommon challenges with CAB\nHow is your CAB performing?\nSelf-Evaluation – CAB Performance\n\nLet’s get real about CAB: \n\nWhat kind of changes does your organisation have?\nWhat is the organisation demand for change?\nWho is on your CAB?\n\nNon-IT Members?\nSuppliers and Partners?\n\n\nIs having a CAB the right thing for your organisation? Why?\nExercise – Mapping Changes\, Demand\, and Authorisations/Approvals\n\nChange Authorities: \n\nWhat is a change authority?\nWhat is the difference between a CAB and a Change Authority?\nIs it time for re-imagining your CAB?\nShift to Change Authorities\nRole of the CAB\nWhat’s in it for….?\n\nBuilding the compelling need for changing Change Management. \nWhat are the key benefits of attending?\nBenefits include\, but are not limited to: \n\nExplore ways to make the change management practice more response through defining change authorities\nDiscover the value of engaging non-IT colleagues and suppliers in the management of change\nDetermining if your CAB is truly adding value for your organisation\nApproaches for moving from a centralised CAB to decentralised change authorities\n\nDelivery Platform\nThis online Masterclass will be delivered over two days\, during the hours of 13:00 – 17:00 each day\, using the Zoom 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.\nLondon
URL:https://www.itsmf.co.uk/event/online-masterclass-reimagining-the-cab-nov26/
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: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
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20261125T093000
DTEND;TZID=Europe/London:20261125T163000
DTSTAMP:20260727T112600Z
CREATED:20260713T130820Z
LAST-MODIFIED:20260727T112600Z
UID:26760-1795599000-1795624200@www.itsmf.co.uk
SUMMARY:Masterclass - AI Governance
DESCRIPTION:Ask a senior leader how to govern AI\, and the conversation rarely stays on just AI for long. It soon turns to a wider discussion about governance itself\, and through painful memories of past challenges\, to whether the organisation even knows how well it governs its technology decisions today. \nThe rapidly growing interest in AI across organisations of all sizes makes that question very hard to avoid. Various AI-related capabilities are introduced through free tools and browser sign-ups that no procurement process ever sees. These stealth-embedded AI capabilities can easily break the common assumption (and often\, a requirement) that every decision can be traced back to a person who can explain it. Governance-as-designed and governance-as-practised may have drifted apart in the organisation long before AI arrived. The gap between them is where AI can amplify the unmanaged risks. \nThis masterclass is a practical working session focused on understanding and dealing with that gap. You will learn to assess how your organisation governs technology in practice\, and where the formal structure and the day-to-day practice come apart\, then stress-test both against the ways AI is already being used. The approach draws on the governance patterns model from ITIL (Version 5) and the AI-specific assessment tools described in the ITIL AI Governance white paper\, worked through examples you can take back to your own organisation. \nFacilitated by Kaimar Karu\, this masterclass builds on the themes explored in the blog post “AI governance does not start with AI” and the itSMF UK webinar that followed\, though it stands on its own and assumes no prior reading. Kaimar is a strategic adviser to senior IT leaders on governance\, AI\, and large-scale digital transformation. He served as Estonia’s Minister of IT and Foreign Trade\, and earlier led the work at AXELOS (now PeopleCert) to reshape ITIL around modern ways of working. \nHe was one of the authors who worked on ITIL (Version 5)\, contributing to and reviewing content across the new version. He is the lead author of its Transformation publication\, a co-author of Strategy\, the creator of the governance patterns model used throughout this masterclass\, and a co-author of the ITIL AI Governance white paper. He speaks internationally on governance\, digital transformation\, Cynefin\, and AI ethics. \nTarget Audience\nThe masterclass is for anyone who carries responsibility for how technology and AI decisions get made and overseen\, at any level. It deliberately spans a range of roles: \n\nCIOs\, CDOs\, and other senior IT leaders setting direction and accountable for the risks\nHeads of IT governance\, risk and compliance leads who set the policies and procedures\nService Owners who have to make governance work in practice\nEnterprise Architects\, IT Service Managers\, and hands-on practitioners who see\, first-hand\, where designed governance and real practice part ways\n\nYou need no deep technical AI knowledge. What helps most is some familiarity with how your organisation makes and oversees its technology decisions today – or at least thinks it does. \nBOOK YOUR PLACE \nWhat to expect\nBy the end of the masterclass\, you will be able to: \n\nAssess which of the four governance patterns your organisation follows in practice\, using the ten governance characteristics\, and see where that differs from the assumed patterns\nFind the gap between governance-as-designed and governance-as-practised\, and understand why AI widens it\nUse the 6C model to work out which AI capabilities carry which governance risks\, and why e.g. a coordination-focused AI solution that triggers actions is a vastly different challenge from a clarification-focused AI solution that summarises documents\nStress-test a governance pattern against a real AI use case and read where it breaks\, whether on speed\, scale\, complexity\, or uncertainty\nWalk through the four AI impact perspectives\, with the risks and countermeasures for each\nTake away a repeatable method and a set of tools you can apply to your own organisation\, and return to as your AI use grows\n\nBecause delegates come from different organisations\, the exercises use shared\, worked cases\, so no one needs to bring their own confidential detail into the room. You practise the method during the day and leave able to run it on your own governance afterwards. \nWhat will it involve?\nThe day moves from diagnosis through to what to change: \n\nThe governance landscape (as per ITIL (Version 5)). The two axes of authority and assurance\, and the four patterns they produce: Directive\, Guided\, Federated\, and Autonomous\nUnderstanding your organisation’s patterns. The ten governance characteristics\, how to plot them\, and what clusters\, outliers\, and hybrid positions tell you\nThe gap between formal and actual governance. Why what looks Directive on paper often runs as uncoordinated Federated or unsanctioned Autonomous in practice\, and why that gap hides risk\nWhat AI changes. The two assumptions existing governance leaned on: a) that you could see the decision and b) trace it to an accountable person\, and how AI breaks both\nThe 6C model. Six functional AI capabilities (Creation\, Curation\, Clarification\, Cognition\, Communication\, Coordination) and the different governance risks each one carries\nThe four AI impact perspectives. Decision authority and risk management\, ethical principles and responsible AI\, data governance and performance management\, and regulatory compliance and operational standards\, each with its typical risks and countermeasures\nStress-testing governance against AI. A worked example testing a governance pattern against a demanding AI use case\, and how to read the breaking points\nThe assessment approach. The four steps: stress-test existing governance\, determine AI governance requirements\, design and implement adjustments\, and keep governance responsive as AI systems learn and change\nAdapting each pattern for AI. What Directive\, Guided\, Federated\, and Autonomous governance each need to change to handle AI while keeping their character\nFrom oversight to stewardship. The maturity indicators\, from ad hoc AI use to governance that adapts with experience\nTurning the assessment into a leadership conversation. How to take the pattern assessment and gap analysis into the next discussion about AI\, and share the problem so it gets owned\n\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.\nLondon
URL:https://www.itsmf.co.uk/event/online-masterclass-ai-governance-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_Opt2.jpg
ORGANIZER;CN="itSMF Events Team":MAILTO:events@itsmf.co.uk
END:VEVENT
BEGIN:VEVENT
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
END:VEVENT
END:VCALENDAR