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When: 30 June 2015
9.30 AM until 3.45 PM
Where: National Institute for Health Research
Annex A, Fairbairn House
71-75 Clarendon Road
Leeds, Yorkshire  LS2 9PH
United Kingdom
Contact: Teresa Corre
0118 918 6502

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ITSMF UK North Regional Meeting

Date: 30 June 2015

Venue: NIHR Clinical Research Network at the University of Leeds  

Big 4 Topics: Change & collaboration; Cloud & service/framework integration; People & skill; Service culture & customer experience



Welcome to the second North Regional meeting of 2015.  The event, hosted by the NIHR Clinical Research Network at the University of Leeds, will be an expert and interesting foray into the work of customer experience and mobile solutions. 


The day will start with a brief overview of NIHR CRN followed by an interactive session, Deliver a better-than-a-PC mobile user experience, from Cetus Solutions, who will show the latest IT technology that will help you enhance your IT service to users, regardless of their physical location or the device that they're using.  Empowering users to work from anywhere is no longer a luxury – it's fundamental to support a happy and productive workforce. Within this session we'll show you the benefits of true mobility solutions, provide hands-on tech demos and take you through the day-in-a-life of a mobile user. What's more, we'll be showing real-world examples of organisations that are already benefiting from mobility; with Sunderland City Council transforming an entire community and a leading Lloyd's insurer, Canopius, streamlining its entire global operations.


This will be followed by an update from Mike Owen, CEO of itSMF UK, who will share the organisation’s vision and strategy for the future, along with hosting a Q&A forum.


After lunch we’ll hear from Rob Brooks of NIHR CRN who will share his organisation’s experiences of moving into the Cloud; certainly of interest to everyone working in any sector. 


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.


At the end of the day, you’ll have the opportunity to have a tour of a Marks and Spencer exhibition – more details available via this link:


Come and join us to learn more about customer service, mobile solutions, Cloud and IT Service Management for the future. 






Agenda Item

09:30 – 10:00

Registration and refreshments

10:00 – 10:20

Introduction and welcome – Anna Leyland

10:20 – 10:30

About NIHR CRN – Richard Horton

10:30 – 11:30

Mobility Roadshow – Paul Kiveal, Cetus Solutions

11:30 – 12:00

Break-out sessions and feedback

12:00 – 12:30

ITSMF UK Strategy and Q&A: Mike Owen, Chief Executive ITSMF

12:30 – 13:15


13:15 – 13:30

NIHR Hub – Moving into the Cloud – Rob Brooks – NIHR CRN

13:30 – 14:30

Customer Experience – Alison Cartlidge, Sopra Steria

14:30 – 15:00

Break-out sessions and feedback

15:00 – 15:15

Meeting review and closure – Anna Leyland


Tour of the Marks and Spencer Exhibition



I hope you can attend the North Regional Meeting and look forward to seeing you on Tuesday 30 June 2015.    


Kind regards


Anna Leyland

Chair, North Regional Working Party



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