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DTSTART;TZID=Europe/London:20260602T120000
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DTSTAMP:20260529T153854
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UID:25475-1780401600-1780405200@www.itsmf.co.uk
SUMMARY:Webinar - New ITIL for AI Governance: How to adopt AI without losing control
DESCRIPTION:Continuing with the ITIL (Version 5) webinar series\, we are delighted to welcome back Roman Zhuravlev\, Senior ITIL Architect at PeopleCert\, and James Finister\, AI Ethicist and ITSM Consultant. \nDuring this lunchtime session\, Roman and James will introduce this much-needed ITIL module and answer your questions. \nWith many opportunities rapid AI adoption brings many risks. Existing technology governance practices are not enough for effective AI governance. \nThe new ITIL provides a solution: a practical guidance for identifying and implementing improvements to the existing governance system ensuring effective and flexible governance of AI adoption and use. The guidance includes recommendations for governance assessment\, AI risks assessment and management\, and implementation of the necessary changes. \nTime will be allowed at the end of the live webinar for Q&A. \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!
URL:https://www.itsmf.co.uk/event/webinar-new-itil-ai-governance-jun26/
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:20260604T093000
DTEND;TZID=Europe/London:20260604T163000
DTSTAMP:20260529T153854
CREATED:20251029T092056Z
LAST-MODIFIED:20260213T093754Z
UID:23533-1780565400-1780590600@www.itsmf.co.uk
SUMMARY:Online Masterclass - Kanban for ITSM
DESCRIPTION:In this increasingly volatile\, uncertain\, complex and ambiguous world many service delivery teams\, managers and leaders are overwhelmed with: \n\ntoo much work in progress\ntoo many dependencies\, and\ntoo many conflicting priorities\n\nWe often feel that we are doing everything right\, but the results are far from satisfactory. Even our investigations to unearth “the why” return the same old answers and can often boil down to finger pointing exercises. The scenarios described in the now famous “The Phoenix Project” and its sequel “The Unicorn Project” are painfully familiar\, so why not employ the thinking and practices used to deliver their rewarding outcomes. \nDuring this masterclass we will not only discuss what Kanban is\, how it compares to other management tools\, and how it is practiced; we will also help you understand who you are\, where you are within your organisations network of services\, and what you can do there to improve your service performance and your organisations fitness for purpose. \nTarget Audience\nThis event is aimed at the Beginner/Intermediate level. This event is designed for anyone\, from individual contributor to senior leader\, wishing to understand how Kanban is used to catalyse and propel team\, service and organisational improvement activity and as an alternative path to agility without the cost\, risk and disappointment of the traditional “big bang” transformation programme. Facilitated by Matt Turner\, accomplished ITSM Lean & Agile coach\, consultant and accredited Kanban University Trainer. \n\nBOOK YOUR PLACE \nWhat will it involve?\nIn this highly interactive event your morning will be introduced to the theory behind Kanban and the afternoon will be spent practicing what you have learned in an emersive simulation game. You will see multiple real life\, case-studies and draw on your own experiences to understand the application and resulting benefits of The Kanban Method. \nTopics for discussion include: \nThe 3 Change Management Principles \n\nStart with what you do now\nGain agreement to pursue improvement through evolutionary change\nEncourage acts of leadership at all levels\n\nThe 3 Service Delivery Principles \n\nUnderstand and focus on the customer’s needs and expectations\nManage the work; allow workers to self-organize around it\nRegularly review the network and it’s policies to improve outcomes\n\nThe 6 General Practices \n\nVisualize\nLimit Work in Progress (WIP)\nManage Flow\nMakes Policies Explicit\nImplement Feedback Loops\nImprove Collaboratively\, Evolve Experimentally (using models & the scientific method)\n\nWhat are the key benefits of attending\nThe Kanban Method offers evidence based\, pragmatic\, actionable guidance that can be taken away and implemented the next working day. The evolutionary manner in which Kanban is adopted will reduce the resistance to change that is a natural occurrence in all transformational activity. \nDelivery Platform\nThis online Masterclass will be delivered using Zoom and Miro platforms – you can test your compatibility with Zoom here. \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-kanban-for-itsm-jun26/
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_Opt1.jpg
ORGANIZER;CN="itSMF Events Team":MAILTO:events@itsmf.co.uk
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20260609T100000
DTEND;TZID=Europe/London:20260609T130000
DTSTAMP:20260529T153854
CREATED:20251104T122147Z
LAST-MODIFIED:20260527T122148Z
UID:23708-1780999200-1781010000@www.itsmf.co.uk
SUMMARY:SM Forum - SIAM: directions and challenges
DESCRIPTION:Service Integration and Management (SIAM) has seen significant advancements over the past decade. This SM Forum brings together a distinguished line-up of industry leaders and practitioners to explain how SIAM is evolving to accommodate a rapidly changing business world. \nAGENDA\nTopics will include: \n \nSIAM 2030: Built to Evolve in a Complex\, Multi-Provider World – Steph Ward\, Scopism \nAs multi-provider environments become more complex and business-critical\, SIAM must evolve beyond static models. This session explores the signals shaping SIAM’s direction towards 2030\, bringing together adaptability\, human judgement\, data-informed decision-making and responsible governance in an increasingly automated\, enterprise-wide landscape. It also considers what this means for how organisations prepare for what comes next. \nSIAM and AI: a Deep Dive into a new BoK Compendium – Chevonne Hobbs\, CGI \nThis session focuses on AI and automation – the themes of the one of the key new compendiums that complement the core SIAM Body of Knowledge – considering how AI is transforming Service Integration and Management through improved efficiency\, predictive insights\, and automation of operational processes. The session highlights practical use cases\, the benefits to organisations\, and how these technologies enhance decision-making and service quality\, with some guidance on governance considerations and a future outlook for AI-driven SIAM models. \nSIAM in Action: Onboarding & Transition Activities where a Single Service Provider joins an Eco-system – Scott Manning\, Apache iX \nA recent case study of integration\, transition and onboarding compliance for a single service provider replacing a consortium\, with a defined service management framework and joining a public sector eco-system. This session provides a real-world\, working level view of SIAM in action. It provides an insight into what went well\, where we can all improve\, assumptions\, data preparedness and overall lessons learned. \nPanel discussion \nWe’ll round off the event with a discussion between speakers and attendees\, covering any SIAM-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/sm-forum-siam-jun26/
LOCATION:Online Delivery
CATEGORIES:2026 Signature Events,Events,Online Events,SM Forum
ATTACH;FMTTYPE=image/jpeg:https://www.itsmf.co.uk/wp-content/uploads/2019/09/Online_Event_C.jpg
ORGANIZER;CN="itSMF Events Team":MAILTO:events@itsmf.co.uk
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20260611T120000
DTEND;TZID=Europe/London:20260611T130000
DTSTAMP:20260529T153854
CREATED:20250729T094532Z
LAST-MODIFIED:20260318T142630Z
UID:22827-1781179200-1781182800@www.itsmf.co.uk
SUMMARY:Service Design & Transition CoP – Making the value of Service Design and Transition visible: Reporting on process\, progress and outcomes
DESCRIPTION:Join us for an insightful Lunch and Learn session from DEFRA where we focus on how to effectively report and communicate the activities\, outcomes and value of Service Design and Transition. \nWe’ll explore the type of data that can be captured throughout the Service Design and Transition process\, and how to make the often-invisible work of design teams visible to stakeholders. \nThe session will offer practical strategies for leveraging data\, methods and tooling to make Service Design and Transition more transparent\, measurable and impactful within your organisation. \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-jun26/
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:20260616T093000
DTEND;TZID=Europe/London:20260616T153000
DTSTAMP:20260529T153854
CREATED:20251015T122938Z
LAST-MODIFIED:20251120T102637Z
UID:23394-1781602200-1781623800@www.itsmf.co.uk
SUMMARY:Online 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:20260616T120000
DTEND;TZID=Europe/London:20260616T130000
DTSTAMP:20260529T153854
CREATED:20260317T105427Z
LAST-MODIFIED:20260326T151952Z
UID:25488-1781611200-1781614800@www.itsmf.co.uk
SUMMARY:Online Event - AI in Problem Management: Turning operational data into actionable problem insights - Lunch & Learn
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. \nProblem Management has always been about moving beyond individual incidents to understand why issues occur and how to prevent them from happening again. As IT environments become more complex and generate increasing volumes of operational data\, AI and modern observability capabilities are creating new opportunities to strengthen this practice. \nIn this session\, Vawns Murphy will explore how AI can support Problem Management by identifying patterns across incidents\, events and telemetry data collected through observability platforms. By combining insights from logs\, metrics and traces with historical incident data\, AI can help teams detect underlying issues earlier and accelerate root cause analysis. \nAs part of the session\, we will explore a number of practical use cases\, looking at where AI and observability can add real value in Problem Management and how organisations are beginning to apply these capabilities in practice. \nWe will also reflect on the foundations required to make this effective\, including good incident data\, strong observability practices\, clear problem management processes and structured knowledge\, helping organisations understand how to prepare their service management practices to take advantage of AI. \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-ai-in-problem-management-lunch-and-learn-jun26/
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:20260618T093000
DTEND;TZID=Europe/London:20260618T170000
DTSTAMP:20260529T153854
CREATED:20251021T100033Z
LAST-MODIFIED:20251021T104946Z
UID:23442-1781775000-1781802000@www.itsmf.co.uk
SUMMARY:Online Masterclass - Pragmatic Continual Improvement
DESCRIPTION:Continual Improvement (CI) provides IT organisations with the mechanism to drive improvements to processes\, technologies and ways of working to enhance their service delivery capability. Importantly this can also strongly influence customer satisfaction as it delivers proactive service improvements and those little extras that the customer didn’t expect to demonstrate your ‘value add’ as their IT service provider. \nITIL® guidance now strongly encourages all ITSM practitioners and teams to actively embrace Continual Improvement as part of their role.  So\, as ITSM practitioners how can we get started in identifying and progressing Continual Improvement opportunities and how best do we ensure we can demonstrate the business benefits delivered? \nTarget Audience\nThis event is aimed at the Beginner/Intermediate level.  Facilitated by Ian MacDonald\, an independent consultant who is industry recognised for his IT service management (ITSM) knowledge and experience\, the event will provide practical guidance on the methods\, techniques and approaches that can be used to identify progress and measure your Continual Improvement initiatives. We will also consider the cultural aspects of making Continual Improvement recognised as part of the day job. \n \nBOOK YOUR PLACE \nWhat will it involve?\nDuring this event we will cover: \n\nContinual Improvement – An ITIL Perspective (ITIL V3 and ITIL 4)\nMyths\, Barriers and Blockers\nThe importance of Continual Improvement to you and your customers\nKey Principles and Concepts\n\nITSM Guiding Principles\nOutside In thinking (Looking at what you do thru the eyes of a customer)\nAgile approach\nLean\nMaking it part of the day job\n\n\n‘Getting Started’\nThe Continual Improvement ‘Satnav’\nThe Continual Improvement Model\n\nWhat is the vision?\nWhere are we now?\nWhere do we want to be?\nHow do we get there?\nTake Action\nDid we get there?\nHow do we keep the momentum going\n\n\nCommunicating success and demonstrating value\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 tenants of CI\, the benefits it can bring to your organisation\, and how to get started\nDiscover how to exploit your people’s insight\, knowledge\, and skills to drive improvements to processes and tools and over time improve the efficiency and effectiveness of the IT services delivered to your customers\nTo learn how to create a baseline assessment for CI activities\, create measurable targets associated with these\, and how to plan for improvements accordingly\nThe opportunity to sense check existing company thinking\, plans\, and decisions in light of industry good practice.\n\nWhy do I need to undertake CI?\nEmploying CI tools and techniques enables your organisation to: \n\nEnhance IT service provider reputation and drive greater customer satisfaction\nMore easily identify opportunities to improve the overall service that you deliver\nInfluence customer perceptions of IT “value” by demonstrating a commitment to improving services\, not just meeting service level agreements (SLAs)\nEnable you to more easily review and improve your service portfolio to ensure that you are delivering the services that your customers need\, not just the services you’ve always delivered\nImprove IT operations across quality\, speed\, and cost\n\nCI is an integral part of the ITIL approach to IT Service Management and is central to the ethos of always looking to improve what you do to benefit your customers. It’s vitally important\, yet it seems to be something that organisations continue to struggle with – when in reality\, it’s very easy to do well. You just need to know how. \nDelivery Platform\nThis online Masterclass will be delivered using MS 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-pragmatic-continual-improvement-jun26/
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:20260626T093000
DTEND;TZID=Europe/London:20260626T163000
DTSTAMP:20260529T153854
CREATED:20260526T093633Z
LAST-MODIFIED:20260526T103222Z
UID:26080-1782466200-1782491400@www.itsmf.co.uk
SUMMARY:Online 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?\nAcross both days\, delegates 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-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:20260707T100000
DTEND;TZID=Europe/London:20260707T163000
DTSTAMP:20260529T153854
CREATED:20251105T101706Z
LAST-MODIFIED:20260401T111238Z
UID:23760-1783418400-1783441800@www.itsmf.co.uk
SUMMARY:XLA26
DESCRIPTION:XLA26 takes place at The Belfry Hotel & Resort on 7 July 2026. \nXLA26: Turning Experience into Value \nXLA26 takes place at The Belfry Hotel & Resort on 7 July 2026.\nThis event offers an impressive line-up of subject matter experts who really understand what experience management means for their own organisations and for those with which they interact. \nJoin us at XLA26 for great content\, discussions and networking opportunities.
URL:https://www.itsmf.co.uk/event/xla26/
LOCATION:The Belfrey Hotel & Resort\, Lichfield Rd\, Sutton Coldfield\, West Midlands\, B76 9PR
CATEGORIES:2026 Signature Events,Events,SM Forum
ATTACH;FMTTYPE=image/png:https://www.itsmf.co.uk/wp-content/uploads/2025/11/XLA26-FULL-COLOUR-STRAP.png
ORGANIZER;CN="itSMF Events Team":MAILTO:events@itsmf.co.uk
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20260707T130000
DTEND;TZID=Europe/London:20260708T170000
DTSTAMP:20260529T153854
CREATED:20251020T110333Z
LAST-MODIFIED:20251020T145436Z
UID:23405-1783429200-1783530000@www.itsmf.co.uk
SUMMARY:Online 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® V3)?\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-jul26/
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_nobranding_01.jpg
ORGANIZER;CN="itSMF Events Team":MAILTO:events@itsmf.co.uk
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20260708T130000
DTEND;TZID=Europe/London:20260708T140000
DTSTAMP:20260529T153854
CREATED:20260317T113018Z
LAST-MODIFIED:20260326T162556Z
UID:25494-1783515600-1783519200@www.itsmf.co.uk
SUMMARY:Online Event - AI in Incident Management: Detect earlier. Diagnose faster. Resolve smarter - Lunch & Learn
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. \nAI has the potential to significantly improve how organisations detect\, manage and resolve incidents — but its success depends on strong incident management practices and well-structured operational data. \nIn this session\, Valerie Wilson will explore how AI can support Incident Management across the lifecycle\, from early detection and event correlation through to faster diagnosis and resolution. We’ll look at how capabilities such as anomaly detection\, pattern recognition and intelligent triage can help teams identify issues earlier\, prioritise incidents more effectively and reduce resolution times. \nAs part of the session\, we will also explore a number of practical use cases\, discussing where AI can realistically add value within Incident Management and how organisations are beginning to apply these capabilities in operational environments. \nWe will also reflect on the foundations required to make this work\, including clean operational data\, clear service mapping\, and well-defined incident processes\, helping ITSM professionals understand how to prepare their organisations to take advantage of AI in incident management. \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-ai-in-incident-management-lunch-and-learn-jul26/
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:20260709T120000
DTEND;TZID=Europe/London:20260709T130000
DTSTAMP:20260529T153854
CREATED:20260206T084419Z
LAST-MODIFIED:20260422T074858Z
UID:25146-1783598400-1783602000@www.itsmf.co.uk
SUMMARY:Webinar - From IT support to enterprise nerve centre: ESM is the CIO’s AI-era edge
DESCRIPTION:As AI adoption accelerates\, CIOs are under pressure to move beyond traditional IT management and become true enterprise technology leaders. Snowflake CIO Mike Blandina predicts that successful CIOs in 2026 will anchor technology as the central nervous system of the business-driving governance\, innovation\, and measurable business outcomes. \nBut how can IT organisations rise to this challenge? The answer may lie in Enterprise Service Management (ESM)\, a strategic approach that goes far beyond simply extending IT workflows. When done right\, ESM breaks down silos\, strengthens governance\, and aligns every part of the organisation around value delivery and customer experience. \nJoin this session to explore how ESM can:\n• Position IT as a business-critical capability\n• Build the foundation for responsible AI and governance\n• Enhance collaboration\, compliance\, and adaptability\n• Deliver the measurable outcomes today’s CIOs are expected to achieve \nDon’t settle for “imposter ESM.” Learn how to deliver true enterprise value through strategic ESM foundations and transform IT from a support function into the driver of enterprise success. \nPresenter\nDoug Tedder is the principal of Tedder Consulting LLC\, a service management and IT governance consultancy. A respected industry leader\, Doug excels in navigating interactions across all levels\, from senior executives to frontline practitioners. His true passion lies in empowering effective IT teams to achieve exceptional results. His meticulous approach\, coupled with deep industry expertise and a keen understanding of human dynamics\, allows him to translate strategic vision into actionable plans\, demonstrably transforming IT departments into indispensable business partners. \nDoug holds numerous industry certifications ranging from ITIL®\, COBIT®\, Lean IT\, DevOps\, KCS™\, VeriSM™\, SIAM™\, ITXM™\, HumanisingITTM\, and Organizational Change Management. Doug has been recognized 5 times by HDI as one of the “Top 25 Thought Leaders in Technical and Service Management”\, most recently in 2026.Doug also received the 2025 Lifetime Achievement Award from HDI. \nHe actively engages with the IT community\, participating in local industry meetings\, webinars\, and national conferences. Learn more about Doug by visiting his website at dougtedder.com \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-support-to-enterprise-nerve-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_Webinar2.jpg
ORGANIZER;CN="itSMF Events Team":MAILTO:events@itsmf.co.uk
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20260714T093000
DTEND;TZID=Europe/London:20260714T163000
DTSTAMP:20260529T153854
CREATED:20260212T110722Z
LAST-MODIFIED:20260521T104813Z
UID:25217-1784021400-1784046600@www.itsmf.co.uk
SUMMARY:Online 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\nMS 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:20260715T090000
DTEND;TZID=Europe/London:20260715T160000
DTSTAMP:20260529T153854
CREATED:20251021T121731Z
LAST-MODIFIED:20260326T154934Z
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. \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:20260917T093000
DTEND;TZID=Europe/London:20260917T163000
DTSTAMP:20260529T153854
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:20260529T153854
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:20260924T120000
DTEND;TZID=Europe/London:20260924T130000
DTSTAMP:20260529T153854
CREATED:20260317T115358Z
LAST-MODIFIED:20260326T152012Z
UID:25498-1790251200-1790254800@www.itsmf.co.uk
SUMMARY:Online Event - AI in Knowledge Management: Turning knowledge into intelligence support - Lunch & Learn
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 webinar start date. \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:20260929T130000
DTSTAMP:20260529T153854
CREATED:20251103T144235Z
LAST-MODIFIED:20260401T112200Z
UID:23670-1790676000-1790686800@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:20260529T153854
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:20260529T153854
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:20260529T153854
CREATED:20260317T124215Z
LAST-MODIFIED:20260326T152026Z
UID:25503-1792065600-1792069200@www.itsmf.co.uk
SUMMARY:Online Event - AI in Change Management: Using AI to support safer\, smarter change - Lunch & Learn
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 webinar start date. \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:20261109T090000
DTEND;TZID=Europe/London:20261110T173000
DTSTAMP:20260529T153854
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:20261210T120000
DTEND;TZID=Europe/London:20261210T130000
DTSTAMP:20260529T153854
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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END:VCALENDAR