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'Service Management in Action' - Knowledge Exchange seminar
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Service Management in Action, the first in our new Knowledge Exchange series of seminars, is an exciting new way to build your professional knowledge, combining insightful presentations from a range of expert speakers with the opportunity to network and share your views with ITSM practitioners from other organisations. Speakers include some of the most enlightening and motivating presenters from among our corporate members, annual award winners and thought leaders.

When: 24th March 2015
9:30 AM until 4:30 PM
Where: Copthorne Tara Hotel
Scarsdale Place, Kensington
London, London  W8 5SR
United Kingdom
Contact: Events Team
0118 918 6500

Online registration is closed.
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Service Management in Action, the first in our new series of Knowledge Exchange seminars, offers an exciting way to build your professional knowledge, combining insightful presentations from a range of expert speakers with the opportunity to network and share your views with ITSM practitioners from other organisations.

The programme offers two key areas of focus:

  • Service management today. How are ITSMF UK’s leading lights tackling the big challenges of service design and integration, reducing costs, and improving the scalability and availability of services?
  • The changing shape of ITSM. What are our corporate members doing to address the new opportunities and threats that will shape the future of service management, in terms of skills and professional development, collaboration and business transformation, and the Cloud and cybersecurity?

This event provides essential preparation for the uncertainty of an industry going through intense change. Don’t miss it!



The line-up of speakers at Service Management in Action features some of the most enlightening and motivating presenters from among our member organisations and thought leaders, including a number of this year's ITSM award winners. They include Chris Williams of EE, Karen Brusch of Nationwide Building Society, Philippa Hale of Open Limits, John Dodkins of OVO Energy, and David Wheable of Forrester Research.


Together, they provide a practical insight into how they have dealt with their ITSM problems and issues, explaining the solutions that have worked for them.



Latest additions to the programme..

We're pleased to welcome two great additions to the programme, Alison Cartlidge (Sopra Steria) and Stuart Rance (Optimal Service Management) who will be speaking about Customer Experience and Cyber Resilience respectively.







Members £275 + VAT    Non-members £400 + VAT

Member offer - book two places for £490 + VAT - just quote promo code 24SMIA



9.00  Registration


10.00  Chair’s introduction


10.15  Streamlining customer-facing services at OVO Energy

Jon Dodkins

Jon Dodkins from OVO Energy, winner of the ITSMF UK 2014 Team of the Year award, talks about the use of automation, customer self-service and excellent team work and support to reduce costs, increase availability and prepare for scalability within a rapidly expanding energy provider organisation.


10.50  Designing services that work

Karen Brusch

Karen Brusch, Service Design Consultant at Nationwide Building Society and a leading member of both our Service Design and SLM SIGs, talks about the challenges of ‘getting it right’ with service design, making sure that we ask the right questions throughout this key stage in the service lifecycle and understand what really drives service requirements.


11.25 – 11.45  Break


11.45 The customer experience

Alison Cartlidge

Customer experience is now one of the most significant areas of focus for service management providers – and one of ITSMF UK’s Big4 Agenda items for 2015. For most organisations, the challenge is to build their key operations and processes around the needs of individual customers, and to make sure that the end-to-end customer experience is both manageable and consistent. This session, led by Alison Cartlidge of Sopra Steria, looks at the ways that today’s leading edge organisations are meeting the customer experience challenge.


12.20 Skilling up your organisation for the future  

Chris Williams

In the increasingly complex world of service management, CIOs need to review the range of skills that their staff require in order to satisfy customer demands. Instead of the predominantly technical skills that IT departments have offered in the past, tomorrow’s service professionals are more likely to be experts in supply and demand management, change and relationship management, contract negotiation and sales and marketing. In this session, EE’s Director of ITSM Chris Williams discusses the skills issues that forward-thinking service management leaders are already addressing within their operations.


12.55 – 14.10  Lunch


14.10  Collaboration. What is it? What stops it? Why do you need it? How do you do it?

Philippa Hale

Philippa Hale, Director of Open Limits, offers a very practical expert guide to collaboration, for business transformation projects and for successful service delivery. This session focuses on the real meaning of collaboration for IT and all business functions that need to work together to provide current products and services to customers or to design and build new ones.                                                                                      


14.45  Business, basement, or cloud – where is your career headed? 

David Wheable

David Wheable of Forrester Research examines the significant changes that are taking place in the relationship between business and IT, and explains the growing distinction between those with skills in traditional IT service management and those who focus on more strategic business technology management.


15.20 -15.35  Break


15.35 Cyber-resilience - what every CIO needs to know  

Stuart Rance

To conclude our discussion of the changing shape of ITSM skills, this presentation considers the most significant challenge facing those who provide business-critical IT services. Cyber-resilience is poorly understood by many corporate and public sector organisations, yet its importance cannot be overstated. This session, presented by Stuart Rance of Optimal Service Management, looks at the essentials every CIO and service manager needs to know about cyber threats to the business and how to overcome them.


16.10 Q&A


16.30 Close


Premier Gate
21 Easthampstead Road
Berks RG12 1JS

Tel: 0118 918 6500

Fax: 0118 969 9749

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