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DTSTART;TZID=Europe/London:20261022T093000
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DTSTAMP:20260727T112538Z
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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:20261015T102959Z
CREATED:20251107T171119Z
LAST-MODIFIED:20261015T102959Z
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/Generic_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:20261124T120000
DTEND;TZID=Europe/London:20261124T130000
DTSTAMP:20260917T090913Z
CREATED:20260916T113148Z
LAST-MODIFIED:20260917T090913Z
UID:27451-1795521600-1795525200@www.itsmf.co.uk
SUMMARY:Webinar - Scopism Global SIAM Survey 2026: The Trends Shaping SIAM
DESCRIPTION:Now in its ninth year\, the Scopism Global SIAM Survey provides a unique view of how service integration and management is evolving around the world. Drawing on the experiences of organisations using\, implementing and supporting SIAM\, the 2026 research highlights where organisations are making progress\, where challenges remain\, and how priorities are changing. \nIn this joint session with Scopism and Atos\, we’ll explore some of the most significant findings from the 2026 survey and discuss what they mean in practice. We’ll look beyond the headline numbers to consider the trends shaping SIAM today\, including the business case and return on investment\, changing service ecosystems\, governance and collaboration\, and the growing impact of AI and automation. \nWe’ll also bring together perspectives from Scopism and Atos to discuss what we’re seeing in the market and how the research compares with real-world experience. \nJoin us to explore: \n\nThe key findings and emerging trends from the 2026 Global SIAM Survey\nWhere organisations are seeing measurable value from SIAM\nThe most common barriers to SIAM success\nHow SIAM priorities and operating models are evolving\nWhat AI\, automation and increasingly complex service ecosystems mean for SIAM\nWhat the findings suggest organisations should be focusing on next\n\nWhether you are already working with SIAM\, planning your next phase\, or simply trying to understand where the market is heading\, this session will provide practical insight grounded in nine years of global research. \nPresenters\nClaire Agutter is a service management leader\, author and speaker focused on how organisations can successfully manage increasingly complex service ecosystems. \nWith more than two decades of experience in service management\, she is the founder of Scopism\, the global specialist in service integration and management (SIAM)\, and has played a leading role in developing and sharing SIAM good practice worldwide. Through Scopism’s publications\, research\, community\, events and advisory services\, Claire works with organisations and service providers to explore the changing nature of service delivery\, including multi-provider ecosystems\, AI\, governance and service integration. \nIn 2025\, Claire was recognised by SDI as a Distinguished Industry Contributor and received the itSMF UK Paul Rappaport Lifetime Achievement Award for her contribution to IT service management. \nParmjit Singh is a Service Architect within the Atos SIAM Practice\, with over 20 years of Service Management\, SIAM capabilities\, and multi-supplier operating models across complex public and private sector organisations. \nAlongside his SIAM expertise\, Parmjit has a particular interest in the responsible adoption of Artificial Intelligence. He has completed studies with the London School of Economics (LSE) and the University of Bristol\, focusing on AI ethics\, governance\, and the societal impact of emerging technologies\, enabling him to bring a balanced perspective on innovation\, accountability\, and responsible AI deployment. \nA recognised SIAM practitioner and industry contributor\, Parmjit combines strategic leadership with practical delivery experience\, that drive continual improvement and successful business outcomes. \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-global-siam-survey-nov26/
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: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:20261126T130000
DTEND;TZID=Europe/London:20261126T140000
DTSTAMP:20261014T142030Z
CREATED:20261013T123152Z
LAST-MODIFIED:20261014T142030Z
UID:27693-1795698000-1795701600@www.itsmf.co.uk
SUMMARY:Lunch & Learn - AI Unwrapped: The Gift of Shared Learning
DESCRIPTION:Let’s unwrap what we’ve learnt together! \nTo round off our AI in ITSM series for 2026\, join Valerie Wilson and Vawns Murphy for a relaxed session exploring how members are approaching AI across incident\, problem\, knowledge and change management\, alongside AI governance. \nThrough informal breakout rooms\, you’ll have the opportunity to meet fellow members\, make new connections and explore shared interests\, experiences and questions. Whether you’d like to share your own AI journey or simply listen and pick up some inspiration\, you’re very welcome. There’s no preparation needed and no expectation to speak. \nThink of it as an early Christmas present: shared learning\, new connections and fresh ideas to take into the new year. \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-unwrapped-lunch-and-learn-nov26/
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: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
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20270120T130000
DTEND;TZID=Europe/London:20270120T140000
DTSTAMP:20261014T142037Z
CREATED:20261013T112602Z
LAST-MODIFIED:20261014T142037Z
UID:27687-1800450000-1800453600@www.itsmf.co.uk
SUMMARY:Women in ITSM CoP – New Year\, New You: Your Next Chapter
DESCRIPTION:Start the new year with fresh inspiration and a little more confidence in your next career step! \nJoin Women of ITSM and guest speaker Sophie Hussey to explore two topics that regularly come up when we talk about progressing our careers: personal brand and networking. \nHow do you get noticed for the right reasons? How can you talk about your strengths without feeling like you’re showing off? And how do you build professional connections when networking doesn’t come naturally? \nTogether\, we’ll explore how to communicate the value you bring\, make meaningful connections and open doors to new opportunities. Whether you’re aiming for promotion\, considering a change or simply finding your voice\, come along for practical ideas and encouragement to take your next step. \nPresenters\nSophie is a service management consultant\, speaker and mentor with nearly 30 years’ experience\, and Director of Lapis Consulting Services. As co-founder of Women of ITSM\, she brings a passion for helping people grow\, share their experiences and build confidence in their careers. Her practical\, people-focused approach makes her a fitting voice to help us start the year feeling inspired and ready to move forward. \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-jan27/
LOCATION:Online Delivery
CATEGORIES:Events,Online Events,Women in ITSM
ATTACH;FMTTYPE=image/png:https://www.itsmf.co.uk/wp-content/uploads/2024/12/Women-in-ITSM-Calendar.png
ORGANIZER;CN="itSMF Events Team":MAILTO:events@itsmf.co.uk
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20270126T100000
DTEND;TZID=Europe/London:20270126T160000
DTSTAMP:20261013T101048Z
CREATED:20261013T100104Z
LAST-MODIFIED:20261013T101048Z
UID:27677-1800957600-1800979200@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-jan27/
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:20270127T093000
DTEND;TZID=Europe/London:20270127T130000
DTSTAMP:20261013T101705Z
CREATED:20261013T101254Z
LAST-MODIFIED:20261013T101705Z
UID:27678-1801042200-1801054800@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-jan27/
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
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