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Scotland Member Meeting
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This the 2nd Scotland region meeting of 2016 - Agenda includes Problem Management on a Shoestring, Experience Implementing a Service Catalogue, and Enterprise-Wide Application of Service Management.

When: 7 June 2016
9.30 AM until 4.00 PM
Where: University of Glasgow
Glasgow G12 8QQ
United Kingdom
Contact: Events Team
0118 918 6500

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Dear Member

You are warmly invited to the next Scotland Region meeting on 7th June in Glasgow.


10:00 Registration, refreshments
10:30 Chair introduction
10:45 Katherine Darroch (Scottish Water) - A Graduate’s Journey into Service Management
11:30 Refreshments break
11:45 Garry Hunter (Northumbrian Water Group) - Problem Management on a shoestring!
12:30 Lunch
13:30 James Jarvis (University of Edinburgh) - Service Catalogue - How hard can it be?
14:15 Round table Q&A
14:30 Close


Katherine Darroch (Scottish Water Specialist Graduate, Operational Control Team Customer Services) will present  'A Graduate’s Journey into Service Management’. 

Katherine will describe the journey of a new graduate starting out in IT including the unique opportunities and challenges that come with IT Service Management in a public sector water company.

Garry Hunter (Northumbrian Water Group) will present on 'Problem Management on a shoestring!’ 

How do you run Problem Management on a budget? And how many hats can a Problem Manager wear? A brief overview of our Problem Management journey, the lessons we’ve learnt, and the challenges we face.

It is entirely coincidental that we have representatives from two water companies on the agenda. To balance this, we will also hear from James Jarvis of the University of Edinburgh.

James’ presentation is titled 'Service Catalogue – how hard can it be?'
There is lots of good advice on how to put a service catalogue together but they rarely tell you what bear traps and snake pits await. Universities are very like other organisations but some of the bear traps are more grizzly! This talk will outline the challenges in the style of a survival rather than a dummies guide.
James tells us he fell into IT to feed his children and spent ten years trying to be an ubergeek. Unfortunately a tendency to communicate meant he was selected for a more user-facing role and sent on courses. In 2015 James crawled, bleeding but unbroken, over the finishing line for his ITIL® Expert qualification and was given the role of forming a service catalogue. 

I hope you can attend on the 7th, and look forward to seeing you there!


Ian Whyte,

Regional Chair

Premier Gate
21 Easthampstead Road
Berks RG12 1JS

Tel: 0118 918 6500

Fax: 0118 969 9749

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